Privacy & Cookies Policy
Last updated: September 2026
1. Introduction
Devon Home Maintenance Ltd (“DHM”, “we”, “us” or “our”) is committed to protecting and respecting the privacy of our customers, prospective customers, website visitors, suppliers, contractors and other individuals whose personal information we process.
This Privacy & Cookies Policy explains how we collect, use, store and protect personal information and explains the rights individuals have in relation to their personal data.
We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and, where applicable, the Privacy and Electronic Communications Regulations 2003 (“PECR”), as amended.
Devon Home Maintenance Ltd acts as the data controller in relation to personal information covered by this policy.
PART 1 – PRIVACY POLICY
2. Personal information we may collect
Depending on your dealings with us, we may collect and process the following categories of personal information:
2.1 Contact information
This may include:
name
home or business address
property address where work is to be carried out
email address
telephone number
preferred method of communication
2.2 Enquiry and quotation information
When you contact us regarding possible work, we may collect information including:
details of the work or service requested
property details relevant to the proposed work
photographs or videos supplied by you
measurements, plans or drawings
access information
details relating to appointments, surveys and quotations
correspondence relating to your enquiry
2.3 Customer and project information
Where you appoint us to undertake work, we may process information including:
details of the agreed work
quotations, estimates and contracts
project dates and appointment information
property access arrangements
communications regarding the project
photographs and videos of the property or work where reasonably required for estimating, recording progress, documenting defects, completing the work, dealing with warranty matters, insurance matters or resolving disputes
records of variations or additional works
completion and aftercare records
Where photographs or videos are used for advertising, our website, social media or other promotional purposes and they could identify an individual or disclose information that is not reasonably expected to be public, we will obtain appropriate permission where required.
2.4 Payment and accounting information
We may process:
invoices
payment records
transaction references
amounts paid or outstanding
billing addresses
relevant accounting and VAT records
Where payment is processed using a third-party payment or banking provider, that provider may process payment information under its own privacy terms.
We do not intentionally store full payment-card security details such as CVV numbers.
2.5 Communications
We may retain communications between you and DHM, including:
emails
SMS or other text messages
WhatsApp or similar business communications
telephone call notes
website contact form submissions
letters and other correspondence
2.6 Website information
When you use our website, limited technical information may be collected automatically, which may include:
IP address
browser type
device type
operating system
pages visited
referring website
date and time of visits
general website usage information
The information collected depends on the technology and cookies enabled on the website and on your cookie choices.
More information is provided in the Cookies section below.
3. How we obtain personal information
We normally obtain personal information directly from you when you:
contact us
request a quotation
complete a website form
telephone, email or message us
arrange a property visit
instruct us to carry out work
make a payment
raise a complaint or warranty enquiry
We may also receive relevant information from:
landlords
tenants
letting or managing agents
estate agents
property owners
insurers
contractors or subcontractors
professional advisers
another person authorised by you
publicly available sources where appropriate
Where we receive your personal information from another party, we will only use it where we have an appropriate lawful basis to do so.
4. Why we use personal information and our lawful bases
We will only process personal information where we have a lawful basis under UK data protection law.
4.1 Quotations and enquiries
We use personal information to:
respond to enquiries
arrange site visits
assess proposed work
prepare quotations or estimates
discuss possible projects with you
Where you personally request a quotation or service, the lawful basis will normally be taking steps at your request before entering into a contract.
In other circumstances, we may rely on our legitimate interests in responding to genuine business enquiries.
4.2 Providing our services
We use personal information to:
arrange and carry out agreed work
communicate with customers
manage projects
purchase or arrange required materials
arrange appropriate contractors or subcontractors
manage access to properties
issue invoices
collect payment
provide aftercare or warranty services
The lawful basis will normally be performance of a contract or taking steps before entering into a contract.
4.3 Business administration and record keeping
We may process information to:
maintain business records
manage accounts
keep VAT and tax records
deal with suppliers
manage projects
maintain appropriate evidence of work completed
The lawful basis may be compliance with a legal obligation and/or our legitimate interests in properly administering and protecting our business.
4.4 Complaints, disputes and legal claims
We may retain and process relevant information where necessary to:
respond to complaints
investigate workmanship or property issues
exercise or defend legal claims
obtain legal or professional advice
deal with insurers
prevent or investigate fraud
The lawful basis may include legitimate interests, compliance with a legal obligation or establishment, exercise or defence of legal claims.
4.5 Safety and security
We may process relevant information where necessary to protect:
our customers
our employees and contractors
members of the public
properties
our business and equipment
Our lawful basis will normally be legitimate interests and, where applicable, legal obligations.
4.6 Marketing
We may occasionally use contact information to tell existing or prospective customers about relevant DHM services where permitted by law.
Where consent is legally required, we will obtain consent before sending marketing.
Where applicable law permits us to rely on an existing customer relationship or legitimate interests, we may do so provided that the relevant legal requirements are satisfied.
Every electronic marketing communication sent directly by us will provide an appropriate method of opting out where required.
You may ask us to stop sending marketing communications at any time.
5. Who we may share personal information with
We do not sell personal information.
Where reasonably necessary, we may share relevant personal information with:
employees and authorised members of the DHM team
self-employed contractors and subcontractors involved in your project
electricians, plumbers, plasterers, carpenters and other specialist trades where required
suppliers where delivery or service arrangements require relevant details
accountants and bookkeepers
banks and payment providers
IT, website and hosting providers
customer relationship or business administration software providers
insurers
legal and professional advisers
debt recovery providers where legitimately required
government authorities, HMRC, regulators or law-enforcement authorities where we are legally required to do so
We will only share information that is reasonably necessary for the relevant purpose.
Where a third party processes personal information on our behalf, we will take appropriate steps to ensure that the information is protected.
6. International transfers
Some third-party technology providers used by DHM may store or process information outside the United Kingdom.
Where UK personal data is transferred internationally, we will take reasonable steps to ensure that appropriate safeguards required under UK data protection law are in place.
These may include UK adequacy regulations or appropriate contractual safeguards.
7. How long we keep personal information
We will not keep personal information for longer than is reasonably necessary for the purposes for which it was collected, subject to legal, accounting, insurance and dispute-resolution requirements.
Customer and project records:
Relevant project, quotation, contract, invoice and customer correspondence may normally be retained for up to 6 years following completion of the relevant transaction or customer relationship, where reasonably required for accounting, tax, contractual, warranty, insurance or legal purposes.
Certain information may be kept for longer where there is an ongoing dispute, legal claim, insurance matter or another legal requirement.
Accounting and VAT records:
Records that must be retained for tax, VAT or accounting purposes will be retained for the legally required period.
Unsuccessful quotations and enquiries:
Information relating only to an enquiry or quotation that does not proceed may be deleted or anonymised sooner when it is no longer reasonably required, unless there is another legitimate reason for retaining it.
Marketing information:
Marketing preferences and suppression records may be retained as reasonably necessary to ensure that we respect requests not to receive marketing communications.
8. Security
We take reasonable and appropriate technical and organisational measures to protect personal information against:
unauthorised access
accidental loss
misuse
alteration
inappropriate disclosure
destruction
Access to personal information is limited to people who reasonably require it for business purposes.
However, no method of electronic communication or data storage can be guaranteed to be completely secure.
9. Your data protection rights
Subject to applicable legal conditions and exemptions, you may have the following rights.
Right of access:
You may request confirmation of whether we hold your personal information and request a copy of relevant information.
Right to rectification:
You may ask us to correct inaccurate information or complete incomplete information.
Right to erasure:
In certain circumstances you may ask us to delete your personal information.
This right does not apply where we are legally entitled or required to retain the information, for example for tax records or legal claims.
Right to restrict processing:
In certain circumstances you may ask us to restrict how we process your information.
Right to object:
You may object to processing based on legitimate interests in certain circumstances.
You may object to the use of your personal information for direct marketing at any time.
Right to data portability:
Where applicable, you may ask to receive certain personal information in a structured, commonly used and machine-readable format or ask for it to be transferred to another organisation.
Right to withdraw consent:
Where we rely on consent, you may withdraw your consent at any time.
Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
10. Complaints
If you have concerns regarding how DHM handles your personal information, please contact us first so that we have an opportunity to address the matter.
You also have the right to make a complaint to the UK Information Commissioner's Office (ICO), the UK supervisory authority for data protection.
Information about the ICO and how to make a complaint is available at https://ico.org.uk
PART 2 – COOKIES POLICY
11. What are cookies?
Cookies are small data files or similar technologies stored on, or accessed from, a computer, mobile telephone, tablet or other device when a website is used.
Cookies may perform functions such as:
making a website function correctly
remembering preferences
maintaining website security
understanding how visitors use a website
measuring website performance
supporting advertising or marketing
Some cookies operate only during a browsing session, while others remain on the device for a specified period.
12. Types of cookies we may use
The cookies and similar technologies actually used on the DHM website will depend on the website configuration.
They may include the following categories.
12.1 Strictly necessary cookies
These cookies are required for essential operation, security or functionality requested by the user.
They may include cookies required to:
operate website forms
maintain security
prevent fraud or abuse
remember essential privacy or cookie choices
provide functionality specifically requested by the website visitor
Where the law permits, these cookies may operate without prior consent.
12.2 Analytics and statistical technologies
We may use limited analytics technologies to understand matters such as:
number of website visits
pages used
general website performance
page-loading issues
general traffic patterns
Where an analytics technology meets an applicable statutory exception, consent may not be required.
Where analytics involves tracking or profiling individual visitors, linking activity to advertising, identifying individuals or otherwise falls outside an applicable exception, it will only be activated where legally required consent has been obtained.
12.3 Functional cookies
Functional technologies may be used to remember choices or adapt the appearance or functionality of the website according to a visitor's preferences.
Where an applicable legal exception applies, these technologies may operate without consent.
Otherwise they will only operate after appropriate consent has been obtained.
12.4 Advertising and marketing technologies
The DHM website may use advertising or marketing technologies only where they are actually configured on the website.
These may include technologies operated by services such as Google or Meta.
They may be used to:
measure advertising effectiveness
understand whether an advertisement resulted in a website visit or enquiry
create advertising audiences
provide personalised advertising
measure conversions
Where these technologies store or access information on a visitor's device for advertising, behavioural tracking, profiling or conversion tracking and no statutory exemption applies, they will not be activated until the required consent has been obtained.
13. Third-party cookies and technologies
Third-party services integrated into the DHM website may use their own cookies or similar technologies.
Depending on the website configuration, these may include services relating to:
website hosting
website security
analytics
embedded maps
embedded videos
social media
advertising
contact forms or customer communication
Third-party providers may process information according to their own privacy policies.
DHM will review the third-party services used on its website and will provide appropriate information and consent controls where required.
14. Cookie consent and preferences
Where consent is required under applicable UK law, non-essential cookies and similar technologies will not be activated until the website visitor has made an appropriate choice.
Visitors should be able to:
accept relevant optional cookies
reject relevant optional cookies
manage available cookie categories
change their preferences later where technically available
Refusing optional cookies should not prevent access to the basic content and services of the DHM website, although certain optional features may function differently.
Consent may be withdrawn at any time using the website's cookie settings or consent-management facility where provided.
15. Website cookie register
DHM will maintain an accurate record of cookies and similar technologies actually used by its website.
The live cookie register should identify, where applicable:
cookie or technology name
provider
purpose
category
whether it is first-party or third-party
duration or expiry period
whether consent is required
The cookie register must be updated where the website configuration or third-party services change.
16. Browser controls
Most browsers allow users to block or delete cookies through browser settings.
Blocking certain cookies may affect website functionality.
Browser controls are separate from any consent choices provided directly by the DHM website.
PART 3 – GENERAL INFORMATION
17. Third-party websites
Our website may contain links to third-party websites.
DHM does not control those websites and is not responsible for their privacy practices.
Visitors should review the privacy information provided by the relevant third party.
18. Changes to this policy
We may update this Privacy & Cookies Policy from time to time, including where:
our services change
our website changes
the technologies we use change
legal or regulatory requirements change
The latest version will be published on our website together with the date of the latest update.
19. Contact details
Devon Home Maintenance Ltd
Company number: 15637338
Registered office: 29 Headingley Close, Exeter, Devon, EX2 5UH
Email: info@devonhomemaintenance.uk
Telephone: +447391092619
Website: https://devonhomemaintenance.uk
For questions about this policy or requests concerning personal information, please contact us using the details above.