Privacy
Notice

Last updated 12 October 2026.

Who we are

This website is run by Roxby Heating Engineers Ltd, trading as Roxby Plumbing & Heating, a company registered in England and Wales (company number 12165066). Our registered office is 27 South Street, Roxby, Scunthorpe DN15 0BP.

We are the controller of the personal information described in this notice. If you have any question about it, email info@roxby-heating.com or call 01724 304 304.

What we collect

When you send an enquiry through the form on this website we receive:

• your first name and, if you give it, your last name;
• your phone number;
• your postcode and email address, if you give them;
• the service you are interested in and your message;
• any photos or documents you choose to attach, with any note you add to them;
• technical details sent by your browser with the form: your IP address, the page you sent it from, and the result of the spam check.

If you phone, text or email us directly, we receive the details you give us in that call or message.

Please do not send us more than we need to answer your enquiry. There is no need to include bank details or other sensitive information.

Why we use it

We use your details to reply to your enquiry, to arrange a visit, and to prepare and send a quote. The technical details are used to stop spam and misuse of the form and to investigate a message that did not arrive.

We do not sell your details, we do not use them for marketing unless you ask us to, and we do not use them for automated decision making.

Booking by WhatsApp

If you message us on WhatsApp, the message is carried by WhatsApp, which is owned by Meta. WhatsApp's own terms and privacy policy apply to your use of it and to the messages it carries; we do not control how WhatsApp or Meta handle them.

We use your number and your messages only to arrange your visit. We may reply with a personal booking link, which is valid for 72 hours.

Booking by text

If you ask for a booking link by text, the mobile number you enter is used to send you one text containing the link. The text is sent through our SMS provider, Twilio. We use the number only to arrange your visit and do not use it for marketing.

Letters about planning applications

We sometimes write by post to people who have applied for planning permission in North Lincolnshire for work that is likely to need plumbing or heating, such as a new home, a conversion or an extension. We take the applicant's name and postal address, and the details of the application, from the public planning register kept by North Lincolnshire Council. We do not obtain a phone number or email address, and we do not combine the information with any other source.

We write once about each application. Our lawful basis is legitimate interests: offering a relevant local service at the time the work is being planned. We have weighed this against your interests and keep it to a single letter about your own project, with a clear way to stop further contact.

If you would rather not hear from us, tell us by phone or email. We will not write to you again, and we keep only your address on a short do-not-contact list so that it stays that way. If you do not reply, we delete your details 12 months after our letter. If you ask us for a quote, the rest of this notice applies as for any other enquiry.

How we see which pages are used

This website keeps its own simple record of how it is used: the pages viewed, the time spent on each, the website that sent you here, the type of device and browser (for example “iPhone, Safari”), and which buttons are pressed, such as the call and WhatsApp buttons. We use it to see which pages are useful and which are not.

No cookies are set and nothing is stored on your device. Your IP address is not kept. Instead each record carries two codes made from your IP address, one on its own and one together with your browser type, using a secret key that only we hold. The codes cannot be turned back into an address, but they stay the same from day to day, so we can see when a visitor comes back and when more than one device on the same internet connection looks at the site. The records are deleted after 30 days.

If you send us an enquiry through the website, we note your name and contact details against those codes. This lets us see which pages you looked at before and after getting in touch, and recognise a later visit from the same connection, so that we can understand what you were looking for and respond better. That link is kept for up to 12 months; the enquiry itself is kept as described under How long we keep it. Our lawful basis is legitimate interests, in running a useful website and answering enquiries well. If your browser sends the Global Privacy Control signal, no visit record is made and no link is kept.

Our lawful basis

Under the UK General Data Protection Regulation our lawful bases are:

• Steps before a contract: when you ask us for a quote or a visit, we use your details to take the steps you have asked for before any contract is agreed.
• Legitimate interests: answering general enquiries, keeping a record of what was asked and quoted, and protecting the form from spam and abuse. We have considered these interests against your rights and consider them reasonable and expected.

If you become a customer, we then hold your details to carry out the work under our contract with you and to meet our legal obligations, for example tax records and gas safety records.

Contacting you about your enquiry and work

By giving us your details, whether through this website, by phone, by text or WhatsApp, through our online booking pages or our customer portal, you agree that Roxby Plumbing & Heating may contact you by telephone, text message, WhatsApp, email or post about your enquiry, quotations, appointments and access, the work carried out and any follow-up to it, invoices and payment, safety matters affecting your property, and reminders connected with the work and the appliances at your property, such as annual boiler services, landlord gas safety records and other periodic safety checks. We may contact anyone you name to us as an occupier, tenant, agent or other contact for the property for the same purposes.

Our lawful basis is the performance of our contract with you, our legal duties as registered engineers, and our legitimate interest in keeping customers informed about work, safety and servicing at their property. We do not use your details for general marketing and we do not sell or pass them to anyone else for their own purposes. You can ask us to stop contacting you on any channel at any time by replying to a message, by telephone on 01724 304 304 or by email to info@roxby-heating.com. After that we will contact you only where we must in order to complete work already agreed or to meet a legal duty.

Reminders, expiry dates and compliance information we provide, including for annual services, gas safety records, electrical installation condition reports, energy performance certificates, smoke and carbon monoxide alarms, deposit protection, tenancy notices and the like, are a courtesy to help customers, landlords and agents. Responsibility for meeting statutory and contractual deadlines, keeping valid certificates and documents, serving them on tenants and arranging renewals remains with the customer, landlord or agent. Roxby Plumbing & Heating accepts no liability for any missed deadline, lapsed certificate, fine, penalty, loss or claim arising from a reminder not being sent, received, read or acted on.

Who processes it for us

We use a small number of service providers, who act on our instructions and only for the purposes set out here:

• 20i, our web host, whose servers run this website and store enquiry records and attachments;
• StackMail, our email provider, which delivers enquiries to our mailbox and carries our replies;
• Cloudflare Turnstile, which checks that a form is being sent by a person and not a bot;
• Twilio, our SMS provider, which sends the text with your booking link if you ask for one;
• Cloudflare Web Analytics, which counts page visits without cookies and without identifying you.

Some of these providers may process data outside the United Kingdom. Where they do, they are required to protect it with safeguards recognised under UK data protection law. We will also share information where the law requires it, for example with HM Revenue and Customs or with the Gas Safe Register.

How long we keep it

We keep enquiries, and any attachments sent with them, for up to two years from your last contact with us, and then delete them. If you become a customer, we keep your records for as long as accounting and tax rules require, currently six years after the end of the financial year the work falls in, and gas safety records for as long as the relevant regulations require.

Your rights

You have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information, where we no longer have a reason to keep it;
• object to our use of your information, or ask us to restrict it, in some circumstances;
• ask us to pass information you gave us to you or another organisation in a portable format, in some circumstances.

To use any of these rights, email info@roxby-heating.com or write to us at our registered office. We will reply within one month. There is normally no charge.

Complaints

If you are unhappy with how we have handled your information, please tell us first and we will try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection, at ico.org.uk/make-a-complaint or on 0303 123 1113.

Cookies

This website sets no tracking or advertising cookies. The visit record described above uses no cookies. See our cookie information for the detail.

Terms of use of this website

By using this website you accept these terms.

• The information on this website is general guidance about plumbing and heating. It is not a substitute for a visit from a qualified engineer. Gas work must only be carried out by a Gas Safe registered engineer.
• If you smell gas, leave the property, do not use switches or naked flames, and call the National Gas Emergency Service on 0800 111 999.
• Prices and guidance on this website are indicative. A price is only binding when we confirm it to you in a written quote.
• We try to keep this website accurate and available, but we do not guarantee that it is free of errors or always online. We are not liable for any loss arising from reliance on the general information here, except where the law does not allow us to exclude liability.
• Links to other websites are provided for convenience. We are not responsible for their content.
• The text, logo and design of this website belong to Roxby Heating Engineers Ltd and may not be copied for commercial use without our permission.
• These terms are governed by the law of England and Wales.

Changes to this notice

We may update this page from time to time. The date at the top shows when it last changed.