Privacy Policy

This Privacy Policy explains how Northline Heat Pumps uses personal data when you visit our website, contact us, request a home survey, or use our heat pump installation and maintenance services across Manchester and Greater Manchester.

For UK data protection law purposes, we act as the controller for the personal data described in this policy. That means we decide why and how your personal data is processed, and we are responsible for keeping it safe and using it fairly.

We follow the UK GDPR and the Data Protection Act 2018 as amended from time to time. Where relevant, for example cookies and marketing messages, we also follow the Privacy and Electronic Communications Regulations 2003.

Last updated 12 August 2026. We may update this policy to reflect changes in our services, suppliers, or legal requirements. If we make material changes, we will take reasonable steps to bring the update to your attention on our website.

Personal data means information that can identify you directly, like your name, or indirectly, like an enquiry reference linked to you. Processing means anything we do with personal data, such as collecting it, storing it, using it, sharing it, or deleting it.

We aim to collect only what we need. If you choose not to provide certain information, we may be unable to provide a quote, arrange a survey visit, or progress an installation safely and accurately.

This policy covers our website and our service communications. It does not cover third-party websites you may reach from our site, for example manufacturer pages. Those websites have their own privacy policies.

If you have questions, you can contact us using the details on our Contact page. If you prefer to make a privacy request in writing, tell us and we will provide appropriate contact details for that purpose.

If you request a quote or survey, we typically collect identity and contact details such as your name, phone number, email address, and your property address.

To design and quote an installation responsibly, we may also collect property and technical details. This can include information about your current heating system, insulation, radiators or pipework, meter location, and practical access constraints that affect installation planning.

During surveys or works, we may take photos or notes that include personal data, for example a photo that shows a name on post, a family photo on a wall, or identifiable details. We use these only for legitimate installation and record-keeping purposes.

If you contact us by email, phone, web form, or messaging, we will keep a record of the communication so we can respond and manage your enquiry. If you ask us to contact you at certain times, we may keep that preference as well.

We may collect limited online identifiers when you use our website, such as IP address, approximate location derived from IP, device and browser details, pages visited, and timestamps. This helps us keep the site secure and understand how it's used.

We collect personal data directly from you, from someone acting on your behalf, for example a family member or property manager, and sometimes from site-generated sources like form submissions. We do not buy marketing lists.

We do not set out to collect special category data such as health information. Please avoid sharing sensitive information in free-text fields. If you do share it and it's relevant to providing our services safely, we will handle it with extra care.

We do not knowingly collect personal data from children in connection with our services. Our services are designed for adults arranging home improvement works. If you are under 13, please do not submit personal data through our website forms.

To exercise any of your rights, contact us via the details on our Contact page and clearly state what you want to do, for example access request, erasure request, or object to marketing. If you are acting for someone else, we may ask for proof of authority.

To protect your privacy, we may need to verify your identity before we can respond. We will only ask for information that is reasonable and proportionate for verification, and we will not use verification documents for any other purpose.

We aim to respond to rights requests as quickly as possible and normally within one calendar month. If your request is complex or you make multiple requests, the response time may be longer. Where the law allows an extension, we will let you know and explain why.

If we need you to clarify what you are asking for, for example which time period or which email address you used, we may pause the timeline while we wait for your clarification, in line with current UK rules.

You will not usually have to pay a fee to exercise your rights. However, where the law allows, we may charge a reasonable fee or refuse a request if it is manifestly unfounded or excessive. If that happens, we will explain our decision.

Data retention: we keep personal data only for as long as necessary for the purposes described in this policy, including to meet legal, accounting, warranty, and safety obligations. When we no longer need it, we securely delete it or anonymise it.

International transfers: if any of our suppliers process personal data outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision where available or standard contractual protections, for example the UK International Data Transfer Agreement or the UK Addendum to EU Standard Contractual Clauses, along with risk assessments where required.

If you are unhappy with how we handle your personal data, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection. You can find their complaint process by searching for ICO complain about an organisation.