Privacy Policy

Fixentra Property Services provides property cleaning, maintenance and property turnaround services.

For the purposes of applicable data protection law, Fixentra is the controller of the personal information described in this Privacy Policy.

You can contact us using the contact details provided on our website.

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

• Your name.
• Email address.
• Telephone number.
• Property address.
• Billing or invoicing information.
• Details about the property and the services you require.
• Information provided when requesting a quotation.
• Photographs or other files you choose to provide relating to the property or requested work.
• Access information where required to carry out agreed services, such as key-safe information, access instructions or alarm information.
• Records of communications between you and Fixentra.
• Information relating to quotations, bookings, invoices and payments.
• Information about how you use our website.
• Technical information such as your IP address, browser type, device type and similar information where collected by our website or service providers.

We will only collect information that is reasonably necessary for the purposes for which it is being used.

We may collect personal information when you:

• Complete a form on our website.
• Request a quotation.
• Contact us by telephone, email or WhatsApp.
• Make a booking or purchase services from us.
• Provide information during an assessment or property visit.
• Send photographs, documents or other information relating to a property.
• Communicate with us regarding an existing or proposed job.
• Use or browse our website.

We may also receive information from another person acting on your behalf, such as a landlord, letting agent, property manager or other authorised representative.

We may use personal information to:

• Respond to enquiries.
• Prepare and provide quotations.
• Assess the work required at a property.
• Arrange appointments and property access.
• Provide the services you have requested.
• Communicate with you before, during and after work is carried out.
• Manage bookings and schedules.
• Purchase or arrange materials required for agreed work.
• Create and manage invoices and payments.
• Maintain records of completed work.
• Deal with complaints, queries or disputes.
• Meet our accounting, tax and legal obligations.
• Protect Fixentra, our customers, contractors and property.
• Improve our website and services.
• Send marketing communications where permitted by law.

We must have a lawful basis before using personal information.

Depending on the circumstances, we may rely on the following bases:

Where necessary to provide services, customers may provide information relating to access to a property, including:

• Key-safe information.
• Access instructions.
• Alarm information.
• Contact details for occupants or representatives.
• Parking or entry instructions.

We will use this information only where reasonably necessary to arrange or carry out the agreed services.

Access information will be treated as confidential and access will be limited to people who reasonably require it to carry out the work.

Customers are responsible for ensuring they are authorised to provide Fixentra with any access information supplied to us.

Fixentra may take or receive photographs of a property where reasonably necessary.

Photographs may be used to:

• Assess the condition of a property.
• Prepare a quotation.
• Record existing damage or defects.
• Record work before it begins.
• Document work carried out.
• Provide evidence of completed work.
• Deal with queries, complaints or disputes.

We will not use identifiable photographs for unrelated promotional purposes without an appropriate lawful basis.

We do not sell personal information.

We may share information where reasonably necessary with organisations or individuals involved in providing our services, including:

• Employees.
• Contractors and subcontractors.
• Specialist tradespeople.
• Website and hosting providers.
• Email and communications providers.
• Customer-management or administration systems.
• Accounting and invoicing providers.
• Payment providers.
• Professional advisers.
• Insurers.
• Government bodies, regulators, courts or law-enforcement authorities where required by law.

We will only provide information that is reasonably necessary for the relevant purpose.

Where third parties process personal information on our behalf, we will take reasonable steps to ensure appropriate data-protection arrangements are in place.

Where online or electronic payments are available, payment information may be processed by a third-party payment provider.

Fixentra does not normally need to receive or store your complete payment-card details where those details are processed directly by the payment provider.

We may retain information relating to the transaction, such as the amount paid, payment status, invoice reference and transaction reference.

We will not keep personal information for longer than reasonably necessary.

The period for which information is retained will depend on factors including:

• The reason the information was collected.
• Whether an ongoing customer relationship exists.
• Accounting and taxation requirements.
• Warranty or service requirements.
• Whether information may reasonably be required in connection with a complaint, dispute or legal claim.
• Applicable legal requirements.

Information that is no longer required will be deleted, anonymised or otherwise securely disposed of where appropriate.

Fixentra takes reasonable technical and organisational measures to protect personal information against:

• Unauthorised access.
• Loss.
• Misuse.
• Alteration.
• Disclosure.
• Destruction.

Access to personal information is restricted where reasonably practicable to people who require it for legitimate business purposes.

No internet-based system can be guaranteed to be completely secure, but we take reasonable steps to protect the information entrusted to us.

Some technology providers used to operate our website or business may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal mechanism or safeguard is used where required by applicable data protection law.

Our website may use cookies and similar technologies.

Some cookies may be necessary for the website to operate properly. Other cookies may be used for purposes such as analytics, functionality or understanding how visitors use the website.

Where consent is legally required for a cookie or similar technology, it will not be used until the appropriate consent has been obtained.

You can also manage cookies through your browser settings.

Fixentra may send information about its services where permitted by applicable law.

Where consent is required, we will obtain appropriate consent before sending marketing communications.

Where applicable, you can unsubscribe or object to receiving marketing communications at any time.

We will not continue sending direct marketing to someone who has exercised a valid right to object.

Our website may contain links to third-party websites or services, including social-media or communication platforms.

Fixentra is not responsible for the privacy practices of independent third-party websites.

You should review the privacy information provided by those organisations before providing them with personal information.

Depending on the circumstances, you may have rights including:

• The right to be informed about how your information is used.
• The right of access to personal information we hold about you.
• The right to rectification of inaccurate or incomplete information.
• The right to erasure of your information in certain circumstances.
• The right to restrict processing in certain circumstances.
• The right to data portability where applicable.
• The right to object to certain types of processing.
• Rights relating to certain forms of automated decision-making and profiling.

These rights are subject to the conditions and exemptions contained in applicable law and do not apply in every circumstance.

If you wish to exercise a data-protection right or have a question about how Fixentra uses your information, please contact us using the contact details published on our website.

We may need to verify your identity before dealing with certain requests.

We will respond to valid requests within the period required by applicable data-protection law.

If you have concerns about the way Fixentra handles your personal information, please contact us first so that we have an opportunity to investigate the matter.

You also have the right to raise a complaint with the UK Information Commissioner's Office where applicable.

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

The current version will be published on our website and the date at the top of this Privacy Policy will be updated where appropriate.