Depending on how you interact with AGE, we may collect information including:

Contact information, such as:

name;
address;
email address;
telephone number.

Property and project information, such as:

installation address;
property type;
photographs;
roof information;
existing heating or electrical systems;
energy consumption;
energy bills where provided;
floor plans or drawings;
information required to design or quote for an installation.

Quotation and contract information, including:

quotations and estimates;
surveys;
system designs;
calculations;
contracts;
customer approvals;
variations;
cancellation requests;
payment records;
handover documents.

Technical installation records, including:

photographs and videos;
test results;
commissioning records;
serial numbers;
warranty information;
electrical, gas or other certification;
MCS documentation where applicable;
DNO applications and correspondence;
equipment monitoring information where required for support.

Communications, including relevant:

emails;
telephone notes;
SMS messages;
WhatsApp or other messaging communications;
contact-form submissions;
correspondence relating to complaints or warranty issues.

We may also collect technical information about use of our website as described later in this policy.

We may obtain personal information:

directly from you;
through our website;
through contact or quotation forms;
during telephone or messaging conversations;
during property surveys;
during installation and commissioning;
from another person acting with your authority;
from manufacturers, suppliers or warranty providers;
from subcontractors involved in your project;
from DNOs or other relevant authorities;
from MCS, RECC or other certification/consumer-protection organisations where applicable;
or from publicly available sources where reasonably necessary.

Our future online quotation system may collect information directly from you to calculate an indicative estimate, prepare a quotation or assess whether a particular technology may be suitable for your property.

AGE may process personal information where necessary to:

respond to an enquiry;
arrange a survey;
prepare an estimate or quotation;
design an installation;
enter into or perform a contract;
purchase and register equipment;
arrange delivery;
manage an installation;
communicate with you during a project;
process payments;
commission and hand over systems;
register warranties;
complete required certification;
communicate with a DNO;
satisfy MCS, RECC or other scheme requirements where applicable;
provide aftercare and technical support;
maintain appropriate business and accounting records;
investigate faults or complaints;
establish, exercise or defend legal claims;
comply with legal and regulatory obligations;
improve our services;
and, where appropriate and permitted, market AGE's services.

We will not use personal information for purposes which are incompatible with the reason it was collected unless permitted or required by law.

UK data-protection law requires us to have a lawful basis for processing personal information.

Depending upon the circumstances, AGE may rely upon:

Contract

Where processing is necessary to take steps at your request before entering into a contract or to perform our contract with you.

For example, using property information to prepare your quotation or passing necessary details to a manufacturer to register equipment supplied under your installation.

Legal obligation

Where we need to process information to comply with the law, tax requirements, certification obligations or other applicable legal duties.

Legitimate interests

Where processing is reasonably necessary for AGE's legitimate business interests and those interests are not overridden by your rights and interests.

Examples may include:

maintaining appropriate project records;
protecting AGE's property and business;
investigating complaints;
preventing or detecting fraud;
maintaining evidence relating to work carried out;
establishing or defending legal claims;
improving our services;
and responding proportionately to materially inaccurate public statements concerning AGE.

Where we rely upon legitimate interests, we consider whether the processing is necessary and whether your rights outweigh our interests.

Consent

Where consent is the appropriate lawful basis, for example certain marketing activities or optional use of project photographs for promotional purposes.

Where we rely upon consent, you may withdraw it.

Withdrawal does not make processing which was lawful before withdrawal unlawful.

The ICO explains these lawful bases and the responsibilities attached to them. ICO — Lawful basis for processing personal information

AGE may take photographs or videos before, during or after an installation where reasonably necessary for purposes such as:

system design;
documenting existing conditions;
recording workmanship;
testing and commissioning;
certification;
MCS evidence where applicable;
DNO or warranty requirements;
quality assurance;
technical support;
investigating faults;
complaints;
insurance matters;
and establishing, exercising or defending legal claims.

These are project/technical records.

Taking a technical photograph does not automatically give AGE permission to use that photograph for advertising or social media.

We will retain technical photographs only for as long as reasonably necessary having regard to applicable legal, contractual, certification, warranty, insurance and dispute-resolution requirements.

We love showing good work, but your home isn't automatically our advertising material.

AGE will therefore seek separate optional permission before using identifiable photographs or videos of your installation for marketing where consent is the appropriate basis.

Marketing use may include:

the AGE website;
social media;
printed marketing;
portfolios;
advertising;
case studies.

Where permission has been given, we will take reasonable steps not to publish unnecessary identifying information such as:

customer names;
full addresses;
personal documents;
vehicle registrations;
family photographs;
security information;
or other unnecessary personal information visible at the property.

Declining marketing permission will not affect your quotation, installation, warranty or the service you receive from AGE.

Where we rely upon your consent, you may withdraw permission for future use by contacting us.

AGE may communicate with you using methods including:

telephone;
email;
SMS;
WhatsApp;
other messaging services;
and post.

We may retain relevant communications where reasonably necessary to manage your enquiry, quotation, installation, warranty, complaint or other relationship with AGE.

Messaging services such as WhatsApp are operated by third parties and may process information under their own privacy arrangements.

AGE may use banks, card processors, payment providers or accounting services to process and record payments.

We will only receive or retain payment information necessary for our legitimate business, contractual and accounting purposes.

Where a payment provider processes card information directly, AGE may not receive your full card details.

Where AGE supplies equipment, it may be necessary to provide relevant information to a manufacturer or warranty provider to:

register a product;
activate a warranty;
obtain technical support;
process a warranty claim;
or administer the installation.

We will only provide information reasonably required for that purpose.

AGE may use appropriately qualified subcontractors or specialist trades, including electricians, roofers, scaffolders and other installers.

We may provide them with information reasonably necessary to carry out their part of the work.

They should not receive unrelated customer information merely because they are involved in a project.

For applicable installations, AGE may need to share relevant information with organisations including:

the Distribution Network Operator;
MCS;
a relevant Consumer Code;
certification bodies;
Building Control;
warranty or insurance providers;
competent-person schemes;
and other authorities or organisations involved in lawful certification, registration or compliance.

The exact organisations involved will depend upon the installation.

AGE will not claim membership or certification which it does not currently hold.

AGE may retain appropriate project records to investigate and resolve complaints or disputes.

These may include:

contracts;
quotations;
photographs;
test results;
correspondence;
call notes;
customer approvals;
payment records;
variations;
commissioning information;
and other relevant evidence.

Where reasonably necessary, information may be provided to professional advisers, insurers, consumer-protection schemes, dispute-resolution services, regulators or courts.

Nothing in this policy prevents a customer from leaving an honest review, raising a complaint or exercising a legal right.

Where a public review or statement concerns AGE, we may respond reasonably to explain our position or correct material inaccuracies.

Having information in our records does not mean that we are free to publish all of it.

Where personal information is involved, AGE will consider what disclosure, if any, is necessary, proportionate and lawful.

Where reasonably possible, we will seek to resolve disputes privately without publishing unnecessary customer information.

AGE may occasionally contact customers or prospective customers about relevant services where permitted by law.

Where consent is legally required, we will obtain it before sending the relevant marketing.

Where the law permits marketing without consent, you will still have an appropriate opportunity to object or unsubscribe.

We will not sell your contact information to third parties for their own marketing.

You may ask us to stop direct marketing at any time.

AGE may use website analytics to understand how visitors use our website and improve its performance.

Depending upon the tools we implement, this may help us understand matters such as:

which pages are visited;
how visitors arrived at the website;
approximate visitor numbers;
how visitors move between pages;
which services attract interest;
whether quotation or contact forms are started or completed;
which calls-to-action are used;
and where visitors leave a journey.

The objective is to understand whether the website is actually useful and where it can be improved.

Where analytics technologies require consent, they will not be activated until the appropriate consent has been obtained.

Before launch of analytics: AGE will update its Cookie Policy/consent system to identify the actual analytics providers being used.

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to function and may be used without consent where permitted by law.

Other cookies — including certain analytics, advertising and tracking technologies — may require your permission before being placed or accessed.

Where required, our website will provide controls allowing visitors to:

Accept All

Essential Only

Manage Preferences

Non-essential technologies requiring consent should remain disabled until the relevant permission has been given.

Visitors should also be able to change their preferences subsequently.

More detailed information will be provided in AGE's Cookie Policy once our final analytics and marketing tools have been selected.

The ICO provides guidance on cookies and similar technologies. ICO — Cookies and similar technologies.

AGE intends to provide enhanced online quotation and enquiry facilities.

Such systems may process information including:

property details;
technology requirements;
estimated energy consumption;
photographs;
roof/property information;
preferred equipment;
budget or project requirements;
contact information;
and answers supplied during the quotation journey.

Where automated calculations are used to produce an indicative estimate, AGE will explain that the result is based upon information supplied and relevant assumptions.

Submitting information to obtain an estimate will not automatically enrol a visitor into unrelated marketing.

Where the online system materially changes how personal information is processed, this Privacy Policy will be updated before that processing begins.

We do not intend to keep personal information indefinitely simply because we can.

Different records need to be retained for different periods.

Retention may depend upon:

contractual requirements;
tax/accounting obligations;
warranty periods;
insurance requirements;
limitation periods for potential claims;
MCS or Consumer Code requirements;
certification requirements;
and the need to resolve disputes.

When information is no longer reasonably required, it should be securely deleted or anonymised where appropriate.

We will develop a more detailed internal retention schedule as AGE's certification, systems and regulatory arrangements develop.

AGE will take reasonable technical and organisational measures to protect personal information against:

unauthorised access;
accidental loss;
destruction;
alteration;
or inappropriate disclosure.

The measures used will be proportionate to the nature of the information and the risks involved.

No internet or electronic storage system can be guaranteed to be completely secure.

Some technology providers, manufacturers, cloud platforms, website services or communication providers used by AGE may process information outside the United Kingdom.

Where personal information is transferred internationally, AGE will take reasonable steps to ensure that an appropriate lawful transfer mechanism or other applicable protection is in place where required.

When our final website, CRM, analytics and communication systems are selected, we will review their international data-processing arrangements.

And no, AGE does not randomly send everyone's boiler quotations to Uzbekistan.

Depending upon the circumstances, UK data-protection law may give you rights including:

the right to be informed about how your information is used;
the right to access your personal information;
the right to correct inaccurate information;
the right to request deletion in certain circumstances;
the right to restrict processing in certain circumstances;
the right to data portability in certain circumstances;
the right to object to certain processing;
rights concerning certain automated decision-making;
and the right to withdraw consent where processing is based upon consent.

These rights are not absolute in every circumstance.

For example, AGE may sometimes need to retain information despite a deletion request where we have a legal obligation or another lawful reason to retain it.

ICO — Your data protection rights

If you would like to exercise a data-protection right, please contact:

Advanced Green Energy
John Wilson trading as Advanced Green Energy
12 High Bank Avenue
Stalybridge
SK15 2SW

Email: [hello(@)advancedgreenenergy.co.uk]

We may need to verify your identity before releasing personal information.

We will respond within the applicable legal timeframe.

If you have concerns about how AGE has handled your personal information, please contact us first so that we have an opportunity to investigate.

You also have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office

We may update this Privacy Policy where our services, systems, legal obligations or business practices change.

The latest version will be published on our website with its effective date/version.

Where a change materially affects how existing customer information is processed, we will take any additional steps required by law.