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Who we are

Cambs Heating Limited : Our website address is: https://cambs-heating.co.uk.

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Who we share your data with

We currently collect and process the following personal information:
Names.
Addresses of properties they live in or own and rent out.
Email addresses.
Telephone numbers.
Most of the personal information we process is provided to us directly by customers so that the company can make an appointment and attend for plumbing / heating / gas related services.
The company also receives personal information indirectly on behalf of landlords and letting agents who provide us with their tenant’s details so that we can make appointments and attend properties they manage for
maintenance purposes.
The company may share personal data with manufacturers when registering an appliance for warranty purposes (eg boiler warranty). They may also contact the customer to remind them of their annual service and for product recalls. This would be limited to Name, Address, telephone number
and email address.
Where applicable, the company / manufacturer has a legal obligation to share personal
information with the Gas Safe™️ register.
The company may share personal data with Cadent (the gas emergency service) where there is an unsafe situation, and they are required to attend.
Under the General Data Protection Regulation (GDPR), the lawful base we rely on for
processing this information is your consent. You are able to remove your consent at any time. You can do this by emailing us, using this link: Email us.
Customer information is securely stored on ServiceM8 field management software, which is GDPR compliant. Customers have a right to withdraw their consent at any time and we will remove their personal data from our system.
If you have any concerns about our use of your personal information, you can make a
complaint to us by email, using this link: Email us. You can also complain to the ICO if you are unhappy
with how we have used your data https://www.ico.org.uk


Phone calls, call recording and our AI virtual assistant

When you phone us on 01223 652 740, your call may be answered by an AI virtual assistant that helps us understand what you need and take your details, so we can book or deal with your enquiry. We use the AI virtual assistant when nobody can get to the phone and for out-of-hours calls. The assistant is provided through ServiceM8, our job management provider. At the start of the call it tells you that it is a virtual assistant and that the call is recorded.

Calls are recorded and transcribed (turned into written text). We use recordings and transcripts to handle your enquiry, to check that we have noted your details and what you asked for correctly, to train our team, and to monitor and improve the quality of our service. We also use recordings and transcripts to improve the AI virtual assistant. The personal information involved is usually your name, address, phone number and email address, anything you tell us about your heating, hot water or gas appliances, and your voice.

Under UK GDPR, our lawful basis for recording and transcribing calls, and for using them in the ways described above, is legitimate interests: we have a genuine business interest in handling enquiries properly, keeping an accurate record of what was agreed, resolving any misunderstanding and improving our service and our AI virtual assistant. We have weighed this against your privacy and keep the recording to what we need. This is separate from the basis (your consent) for the booking information you give us, described above.

Call recordings and transcripts are processed for us by ServiceM8, our job management provider, which provides the AI virtual assistant. They are only used for the reasons above.

We keep call recordings and transcripts for as long as we keep the related job record, as set out under “How long we retain your data” below. Recordings and transcripts of calls that have no related job record are kept for 12 months, to protect against fraud and disputes, and then deleted.

If you want to speak to someone in person, please call us during our business hours: Monday to Thursday 8am to 5pm, and Friday 8am to 4pm. If you object to us recording, transcribing or using your call (including to improve the AI virtual assistant), or you want a copy of a recording or transcript of your call, or to have it corrected, deleted or restricted, you can ask by phoning us on 01223 652 740 during those hours or by emailing us. If you are unhappy with how we use your information you can complain to us, or to the Information Commissioner’s Office at https://www.ico.org.uk.

How long we retain your data

We typically store data depending on the service provided.

Gas works 7 Years

Installations – Length of the warranty period.

What rights you have over your data

Customers have the right to ask for copies of their personal information held, change
inaccurate personal information, erase personal information held, restrict or object to the processing of personal information, object to the sharing of personal information to third parties (in which case we may not be able to process any appliance warranty. The customer is not required to pay any charge
for exercising your rights. If you make a request, we have one month to respond to you. Please email us if you wish to make a request.


Where your data is sent

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