Privacy policy
How we collect, use and protect your personal information.
Last updated 28 October 2026
The short version
- We use your details to send an engineer, do the job, invoice you and keep the records the law requires.
- We never sell your information, and we don't send marketing unless you ask us to.
- We only use analytics cookies if you accept them.
- You can ask to see, correct or delete your information at any time by emailing info@emergencyfix24.co.uk.
1. Who we are
EmergencyFix24, of 26A Highlands Avenue, London W3 6EU. Phone 07879 084688 (24/7), email info@emergencyfix24.co.uk. We are the controller of the personal information described in this policy. For any privacy question, email info@emergencyfix24.co.uk and put "Privacy" in the subject line.
2. What we collect
- Contact details: your name, phone number, email address and the address of the property.
- Job details: what's wrong, notes about access (for example, a key-safe code or parking details), the work we do, and photos or videos of the problem and the finished work.
- Messages and calls: WhatsApp messages, texts, emails and notes of phone calls. If we record calls, you'll hear a message telling you before the call starts.
- Payment details: invoices and payment records. Card payments are handled by our payment provider. We don't store your full card number.
- Information about others: if you book for someone else, such as a tenant, their name and contact details. Please let them know you've shared them.
- Website information: what you type into our callback form, and, only if you accept analytics cookies, how you use our website (see our cookie policy).
We don't ask for sensitive information. If you tell us something about your health so we can help you (for example, that you're vulnerable and need us to prioritise you), we use it only for that.
3. Why we use it, and our legal basis
| What we do | Legal basis |
|---|---|
| Respond to your request, send an engineer, do the work, invoice you, honour our promise on our work | Contract: we need it to provide the service you asked for |
| Keep accounting and tax records, and safety records such as electrical test results | Legal obligation |
| Deal with complaints, insurance claims and disputes, prevent fraud, recover unpaid invoices, train our team and improve our service | Legitimate interests: running a safe, fair business |
| Ask you for a review after your job | Legitimate interests (you can say no at any time) |
| Website analytics cookies, and any marketing you sign up for | Consent: you can withdraw it at any time |
4. Who we share it with
We never sell your information. We share it only when we need to:
- our engineers, and any vetted engineer working on our behalf
- service providers who help us run the business: website and email hosting (Hostinger), payment processing, accounting software, and WhatsApp (Meta) when you message us
- Google, for website analytics, only if you accept analytics cookies
- the landlord, letting agent or managing agent connected to the job, where they booked or are paying
- your insurer or loss adjuster, when you ask us to
- our professional advisers, insurers, and debt recovery agents if an invoice isn't paid
- the police, regulators or courts, where the law requires it
5. Transfers outside the UK
Some of our providers, such as Google and Meta, may process information outside the UK, including in the USA. When this happens, we rely on the protections UK law requires, such as the UK–US data bridge or the UK's approved international data transfer agreements.
6. How long we keep it
| Information | How long |
|---|---|
| Job records, photos, invoices and payments | 6 years after the job, for tax and in case of a claim |
| Electrical test and safety records | Up to 10 years, for your safety and ours |
| Callback requests and enquiries that don't become a job | 12 months |
| Call recordings (if made) | 6 months, unless needed for a complaint or claim |
| Analytics data | 14 months |
7. Keeping it safe
We limit access to people who need it, use secure, password-protected systems, and ask our providers to protect your information too. Key-safe codes and access notes are deleted from job notes once the job is finished.
8. Your rights
You have the right to:
- ask for a copy of the information we hold about you
- ask us to correct it if it's wrong
- ask us to delete it, unless we have to keep it by law (for example, invoices)
- object to, or ask us to restrict, how we use it
- ask us to transfer it to you or someone else
- withdraw your consent at any time, for example to analytics cookies, using "Cookie settings" at the bottom of every page
To use any of these rights, email info@emergencyfix24.co.uk. We'll reply within one month. It's free.
9. Complaints
If you're unhappy with how we've handled your information, please email info@emergencyfix24.co.uk first. We'll acknowledge your complaint within 30 days and deal with it as quickly as we can. You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.
10. Changes to this policy
We'll update this policy if the way we use information changes. The date at the top shows when it was last updated.