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Privacy Policy
Last updated: 30 September 2026
Tumbridge Home Services Ltd (“THS”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, contact us, request a quotation, make a booking, use our services, work with us or otherwise interact with our business.
Who We Are
Tumbridge Home Services Ltd
Company Number: 09822702
Registered Office: Oak Lodge, Albyns Lane, Stapleford Tawney, Romford, England, RM4 1RT
Website: thsltd.co.uk
Email: info@thsltd.co.uk
For the purposes of UK data protection law, Tumbridge Home Services Ltd will normally be the data controller responsible for your personal information.
Information We May Collect
Depending on how you interact with us, we may collect and process:
Your name, address, email address and telephone number.
Property addresses and details relating to a property.
Landlord, tenant, occupier, managing agent or other relevant contact details.
Details of enquiries, quotations, bookings, appointments and works requested.
Job reports, engineer notes and property condition information.
Photographs and videos taken before, during or after works.
Access instructions and information required to gain lawful access to a property.
Correspondence by telephone, email, SMS, WhatsApp, website forms or other messaging services.
Call recordings where telephone recording systems are used.
Payment, invoice and transaction information.
Account and customer history.
Complaints, feedback and reviews.
Marketing and communication preferences.
Information provided when applying to work for or with THS.
Supplier, contractor and subcontractor information.
IP address, browser type, device information and approximate location derived from technical information.
Information regarding how you use our website.
Cookie, analytics and advertising information where permitted.
Information supplied to us by landlords, tenants, managing agents, estate agents, insurers, contractors, suppliers or other parties connected with a job.
Information obtained from publicly available sources where lawful.
CCTV, security or vehicle-related information where relevant to our business operations.
We do not intentionally collect unnecessary special-category personal data. Where information concerning health, disability or another sensitive matter is provided because it is relevant to providing our services safely or appropriately, we will process it only where there is a lawful basis to do so.
How We Use Personal Information
We may use your information to:
Respond to enquiries.
Prepare estimates and quotations.
Arrange appointments and site visits.
Provide property maintenance, repair, compliance and refurbishment services.
Allocate engineers, subcontractors and other personnel.
Communicate with customers, landlords, tenants, occupiers and managing agents.
Manage ongoing and completed jobs.
Order parts and materials.
Produce job reports, certificates and other documentation.
Take and retain appropriate photographic evidence of works and property conditions.
Process invoices and payments.
Recover unpaid amounts.
Handle complaints, disputes, warranty matters and insurance claims.
Maintain customer and job records.
Improve our services and internal processes.
Monitor quality, training and customer service.
Detect or prevent fraud, misuse or security incidents.
Maintain the security of our website, IT systems, premises, staff and vehicles.
Meet accounting, tax, regulatory and legal obligations.
Establish, exercise or defend legal claims.
Analyse website performance and visitor behaviour where permitted.
Measure advertising performance where permitted.
Provide relevant marketing communications where lawful.
Manage suppliers, contractors, employees and prospective employees.
Carry out other reasonable business administration connected with providing our services.
Our Lawful Bases
Depending on the circumstances, we process personal information on one or more of the following bases:
Contract – where processing is necessary to provide a quotation, take steps at your request before entering into a contract or perform a contract with you.
Legal obligation – where we need to comply with laws relating to taxation, accounting, health and safety, employment, building services, regulatory requirements or other legal obligations.
Legitimate interests – where processing is reasonably necessary for the operation and protection of our business, provided those interests are not overridden by your rights. This can include customer administration, debt recovery, preventing fraud, improving services, handling disputes, maintaining records and appropriate business-to-business marketing.
Consent – where we have asked you to consent, including for certain marketing activities and non-essential cookies or tracking technologies.
Vital interests or other lawful bases – in limited circumstances where another lawful basis under applicable data protection legislation applies.
Where we rely on consent, you may withdraw it at any time.
Marketing
We may contact existing and prospective customers or business contacts about THS services where permitted by law.
Where consent is required, we will obtain it before sending marketing.
Where permitted by law, we may also contact existing customers about similar services under the applicable “soft opt-in” provisions.
Business-to-business communications may be sent where permitted, including to relevant corporate contacts where we have a legitimate business interest in doing so.
You can object to direct marketing at any time. Every applicable electronic marketing communication will provide an appropriate method of opting out.
We may keep limited details on a suppression list after you opt out to ensure that we respect your request.
Information Received From Other People
THS frequently works with estate agents, managing agents, landlords, tenants, contractors and other parties.
We may therefore receive personal information about you from another person or organisation where they instruct us to carry out work, arrange access, obtain a quotation or communicate with you in relation to a property.
We may also obtain relevant business contact details from publicly available sources where lawful.
Sharing Your Information
We may share personal information where necessary with:
THS employees and authorised personnel.
Engineers, tradespeople and subcontractors.
Suppliers and merchants.
Estate agents and managing agents.
Landlords, property owners, tenants and occupiers where appropriate.
Service-management and job-management software providers.
Website and hosting providers.
IT, cloud storage and cybersecurity providers.
Telephone, SMS, email and messaging providers.
Accounting and bookkeeping providers.
Payment processors and banks.
Professional advisers including accountants, solicitors and consultants.
Insurance companies and claims handlers.
Debt-recovery providers.
Certification and regulatory organisations.
Government authorities, law enforcement agencies, courts or regulators where required.
Analytics, advertising and marketing technology providers where appropriate consent has been obtained.
Prospective purchasers, investors or advisers in connection with a sale, merger, restructuring or transfer of all or part of our business.
We do not sell personal information to third parties.
Third parties processing personal information on our behalf are expected to protect that information and use it only for authorised purposes.
Website and Third-Party Services
Our website may use services supplied by Wix and other third parties.
Depending on the features enabled on the website, these may include:
Website hosting and security services.
Contact and enquiry forms.
Online booking functionality.
Website analytics.
Google Analytics or similar analytics services.
Google Maps.
Google Ads and conversion tracking.
Meta/Facebook advertising technology.
Social media integrations.
YouTube or other embedded media.
reCAPTCHA or similar anti-spam and security technology.
WhatsApp or messaging functionality.
Email and marketing systems.
Customer relationship or job-management systems.
Payment services.
Some of these services may use cookies or similar technologies. Non-essential technologies are subject to the consent requirements described in our Cookie Policy.
International Transfers
Some technology, cloud, communications, analytics and other service providers may process information outside the United Kingdom.
Where personal information is transferred internationally, we will take appropriate steps required by UK data protection legislation. This may include relying on UK adequacy regulations, approved contractual safeguards or another lawful transfer mechanism.
Further information regarding applicable safeguards can be requested from us.
How Long We Keep Information
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, contractual, insurance and dispute-resolution requirements.
Typical retention periods may include:
Enquiries and quotations that do not proceed: normally up to 3 years.
Customer, job, contract, invoice and accounting records: normally at least 6 years where required or appropriate.
Job reports and relevant photographic records: normally up to 6 years after completion, or longer where reasonably necessary for warranty, legal, safety or dispute purposes.
Complaints and claims: for the duration of the matter and an appropriate period afterwards.
Marketing information: until consent is withdrawn, an objection is received or the information is no longer required.
Suppression records: potentially retained for longer where necessary to ensure that an opt-out continues to be respected.
Website and analytics information: according to the applicable cookie or service retention period.
We may retain information for longer where required by law or where reasonably necessary in connection with an actual or anticipated legal claim.
Security
We take reasonable technical and organisational measures to protect personal information against accidental or unlawful loss, alteration, disclosure, access or misuse.
Access to personal information is restricted to people and service providers who have an appropriate reason to access it.
However, no internet, email or electronic storage system can be guaranteed to be completely secure.
Your Data Protection Rights
Depending on the circumstances, UK data protection law may give you the right to:
Request access to your personal information.
Request correction of inaccurate or incomplete information.
Request deletion of personal information.
Request restriction of processing.
Object to certain processing.
Object to direct marketing.
Request transfer of certain information.
Withdraw consent where processing is based on consent.
Raise concerns regarding certain automated decisions.
Make a complaint to the Information Commissioner’s Office.
These rights are subject to legal conditions and exemptions and do not apply in every circumstance.
You have an absolute right to object to the use of your personal information for direct marketing.
To exercise your rights, contact us at info@thsltd.co.uk.
We may need to verify your identity before responding to certain request
Automated Decision-Making
We do not ordinarily make decisions about customers based solely on automated processing that produce legal or similarly significant effects.
If this changes, appropriate information will be provided as required by law.
Children’s Information
Our services are not directed specifically at children.
Information relating to children may occasionally be processed incidentally when providing services to a household or property. We will only use such information where appropriate and necessary.
Links to Other Websites
Our website may contain links to third-party websites.
THS is not responsible for the privacy practices of third-party websites. You should review their privacy information separately.
Complaints
If you have concerns about how we use your personal information, please contact us first so that we can investigate.
You also have the right to complain to the Information Commissioner’s Office, the UK regulator responsible for data protection.
Further information is available from the Information Commissioner’s Office website.
Changes to This Privacy Policy
We may amend this Privacy Policy from time to time to reflect changes to our business, website, technology or legal obligations.
The latest version will be published on our website with an updated revision date.
Contact Us
For questions about this Privacy Policy or the way THS handles personal information, contact:
Tumbridge Home Services Ltd
Email: info@thsltd.co.uk
Registered Office: Oak Lodge, Albyns Lane, Stapleford Tawney, Romford, England, RM4 1RT