Privacy & data policy.

Last updated: 26 September 2026

BUTCH’S Plumbing & Heating Ltd is responsible for the personal information described in this policy. You can contact us at info@butchs.co.uk or on 01922 333 041.

Information we collect

Depending on how you use our services, we may collect:

• Your name, email address, telephone number and billing or service address.
• Booking, enquiry, job, quotation, invoice, payment and communication details.
• Homecare or Landlord Care plan details, covered property information and inspection history.
• Tenant or access-contact details supplied by a landlord, agent or customer.
• Technical information needed to keep our website and systems secure. If you allow analytics, Google Analytics measures page visits and use of links or buttons. It is not loaded unless you choose to allow it.

Cookies and analytics

When configured and with your analytics consent, Microsoft Clarity records interactions on public pages, including clicks and scrolling, to create heatmaps and session replays. Page text and input contents are masked. Recording is excluded from signup, payment, referral and account pages, and pages with query parameters. Microsoft processes this usage information. See Microsoft’s privacy statement. We do not enable advertising consent in Clarity.

We use essential browser storage to remember your cookie choice. If you allow analytics, Google Analytics helps us understand how visitors find and use the website, including which pages and links or buttons are used. We do not send booking or contact form contents, phone numbers or email addresses to Google Analytics.

You can reject analytics or change your choice at any time using “Cookie settings” at the bottom of any page. If you reject analytics, Google Analytics, Clarity and our website journey measurement are not used for your visit.

How we use your information

• To answer enquiries and provide quotations.
• To arrange, carry out and manage appointments, repairs, servicing and installations.
• To administer Homecare and Landlord Care applications, subscriptions, inspections and service requests.
• To issue invoices, take payments, maintain financial records and deal with refunds or disputes.
• To send essential service messages, appointment updates, certificates, receipts and renewal reminders.
• To protect our customers, staff, website and business systems, and to improve our services.
• To send relevant marketing where the law allows it. You can opt out of marketing at any time.

Our lawful reasons for using it

We use personal information where it is necessary to take steps you request before a contract or to perform our contract with you; to meet legal obligations such as accounting, tax and safety record requirements; for legitimate business interests such as customer service, administration, fraud prevention and improving our services; or with your consent where consent is required, including certain marketing.

Who we share it with

We only share information where it is needed. This may include our engineers and office team; Stripe for secure payments and subscriptions; our customer-management, website-hosting, email and communications providers, including Brevo and Google; accountants and professional advisers; manufacturers, warranty providers or subcontractors involved in your job; and public authorities where we are legally required to do so.

Some providers may process information outside the UK. Where this happens, we require an appropriate legal safeguard for the transfer. We do not sell personal information.

Card payments

Card and Direct Debit details entered in secure checkout are collected and processed by the payment provider. BUTCH’S does not see or store your full card details. We receive the information needed to identify the payment and manage the related invoice or subscription.

How long we keep information

We keep information only for as long as it is needed for the purpose it was collected. The period depends on whether you become a customer, the type of work or plan involved, warranty and safety requirements, and the accounting, tax, contractual or legal records we need to retain. When information is no longer required, we delete it securely or anonymise it. Marketing details are removed from active marketing when you opt out.

Your rights

Depending on the circumstances, you may ask us for a copy of your personal information, ask us to correct or delete it, restrict how it is used, object to certain uses, or ask for information you supplied in a portable format. Where we rely on consent, you can withdraw it at any time. These rights can have legal limits.

Your right to object: you can object to direct marketing at any time. You may also object where we rely on legitimate interests, and we will consider your circumstances.

To exercise a right or ask a privacy question, email info@butchs.co.uk. We may need to verify your identity before releasing or changing information.

Complaints and policy changes

Please contact us first so we can try to resolve any concern. You also have the right to complain to the UK Information Commissioner’s Office at ico.org.uk.

We review this policy when our services or systems change. The latest version will always appear on this page.