Privacy Policy

1.Who we are

Urgent Drainage Solutions Ltd (“we”, “us”, “our”) is a drainage company based in Southwell, Nottinghamshire, working across Nottinghamshire, Derbyshire, Leicestershire and Lincolnshire. We are the controller of the personal data described in this notice, which means we decide how and why it is used and we are responsible for looking after it.

• Company: Urgent Drainage Solutions Ltd, registered in England and Wales, company number 15430188
• Registered office: 1364a London Road, Norbury, London SW16 4DE (for formal legal correspondence only — it isn't where our engineers are based)
• Trading base: Southwell, Nottinghamshire NG25. We are a mobile, service-area business — our engineers come to you.
• Phone: 07300 600 950 · Email: info@urgentdrainagesolutions.co.uk

Our director is responsible for data protection. Write to us at info@urgentdrainagesolutions.co.uk with “Data protection” in the subject line, or call 07300 600 950.

2.What this notice covers

This notice explains how we handle personal data when you:

• visit this website or use its address and postcode search;
• ask for a quote, a call-back or advice, or book a job online, by phone, by email or through social media;
• have us carry out work at a property — as a homeowner, tenant, landlord, letting agent, property manager or business;
• create or use a customer account;
• sign up for our newsletter or other updates;
• apply for a job with us.

We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR). Our Cookie Policy explains cookies and similar technologies in more detail.

3.The information we collect

We don’t need sensitive (“special category”) information to do our work. If you choose to tell us about a health condition or disability so we can make adjustments — for example, extra time at the door or a call instead of a text — we record only what we need to help, with your agreement.

CCTV drain surveys film the inside of pipes, not people. Photos we take on site are of drains, manholes and the work area, and we avoid capturing people, faces or vehicle registrations.

4.Where your information comes from

• Mostly from you — through our forms, account, phone, email, WhatsApp or social media.
• From someone booking on your behalf, such as your landlord, letting agent, managing agent, a family member or your employer.
• From your insurer or loss adjuster if they instruct us to inspect or repair a drain.
• From address-lookup services (Google Maps Platform and postcodes.io) that complete the address you start typing.
• From public sources such as Companies House for business customers, and from reviews you choose to post about us.

5.How we use your information and our lawful bases

We only use personal data when the law allows it. For each purpose, the lawful basis is:

Where we rely on legitimate interests, we have balanced our interests against yours and you can object at any time (see “Your rights”). We don’t make decisions about you based solely on automated processing. Our online booking checks whether a postcode is in our area so we can show available times, but you can always call us instead.

6.Who we share it with

We never sell your personal data. We share it only with organisations that help us run the business (“processors”), who may use it only on our instructions and must keep it secure:

We may also share information with:

• trusted subcontractors we use for specialist work (for example tanker or large excavation work), who receive only what they need for that job;
• the person who booked or is paying for the job — such as your landlord, letting agent or insurer — about that job;
• our accountants, insurers, professional advisers and bank;
• HM Revenue & Customs and other authorities when the law requires it, and the police where needed to prevent or detect crime;
• a water company or council, with your agreement, when a problem is their responsibility;
• a buyer of our business, if that ever happens, under the same protections.

7.International transfers

Some of our providers (for example Google, Meta, MongoDB and Amazon Web Services) are based in, or may access data from, the United States or other countries outside the UK. When that happens we rely on the UK’s adequacy regulations (including the UK–US “data bridge” for certified companies) or on the UK International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses, so your data keeps an equivalent level of protection. Where we can choose, we store our database and documents in UK or European data centres.

8.How long we keep it

When information is no longer needed, we delete it or anonymise it so it can no longer identify you.

9.How we protect it

• Everything on this website is sent over an encrypted (HTTPS) connection.
• Account passwords are stored as one-way hashes, never as readable text.
• Only authorised staff can open customer and job records, and changes to records are logged.
• Reports and photos are kept in private storage and shared with you through secure, time-limited links.
• Our forms use rate limits and spam protection.
• If a personal data breach is likely to put you at risk, we will tell you and, where required, report it to the Information Commissioner’s Office within 72 hours.

10.Your rights

You have the right to:

• access the personal data we hold about you and get a copy;
• have inaccurate data corrected and incomplete data completed;
• have your data erased where we no longer have a good reason to keep it;
• restrict how we use it while a concern is looked into;
• object to us using it on the basis of legitimate interests — and you can always object to direct marketing;
• receive data you gave us in a portable format (data portability);
• withdraw consent at any time where we rely on it (this doesn’t affect anything we did before);
• not be subject to decisions made solely by automated means that have legal or similarly significant effects.

How to use your rights: if you have an account, sign in and go to Account → Privacy to download your data or ask us to delete it. Otherwise, email info@urgentdrainagesolutions.co.uk or call 07300 600 950. We may ask you to confirm your identity. We reply within one month; if a request is complex we may extend this by up to two further months and will tell you why. There is normally no charge.

Some records can’t be deleted straight away — for example, we must keep payment records for tax purposes — but we will explain what we keep and why.

11.Marketing choices

We only send marketing emails if you have agreed or, as an existing customer, haven’t opted out of hearing about similar services. Every email has an unsubscribe link, or you can contact us. We never share your details with other companies for their marketing. Service messages about a job you have booked are not marketing and will still be sent.

12.Children

Our services are booked by adults. This website isn’t aimed at children and we don’t knowingly collect personal data from anyone under 18. If you think a child has sent us their details, please tell us and we will delete them.

13.Questions and complaints

If you are unhappy with how we have handled your data, please contact us first at info@urgentdrainagesolutions.co.uk so we can put it right. You also have the right to complain to the UK regulator, the Information Commissioner’s Office (ICO):

• Online: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Complaints about our work (rather than your data) are covered by our complaints procedure.

14.Changes to this notice

We review this notice regularly and will update it when our services, suppliers or the law change. The date at the top shows the latest version. If a change significantly affects how we use your data, we will tell you directly where we can.