Privacy Policy

Introduction

Peterborough EPC ("we", "our", "us") is committed to protecting and respecting your privacy. This policy explains how we collect, use, and protect your personal data when you visit our website, contact us, or use our services.

The data controller is J W Lockton Ltd, trading as Peterborough EPC. ICO registration number ZC267606.

Data We Collect

We may collect and process the following data about you:

• Personal identification information: Name, email address, phone number.

• Technical data: IP address, browser type, and version, time zone setting, browser plug-in types and versions, operating system and platform.

• Usage data: Information about how you use our website and services.

• Marketing and communications data: Your preferences in receiving marketing from us and your communication preferences.
  
  

How We Collect Your Data

You directly provide us with most of the data we collect. We collect data and process data when you:

• Fill out a contact form on our website.

• Call our phone line, including calls answered by our AI receptionist.

• Sign up for our newsletter.

• Voluntarily complete a customer survey or provide feedback on any of our message boards or via email.

• Use or view our website via your browser’s cookies.

Phone calls and our AI receptionist

Calls to our phone line may be answered by Chloe, our AI receptionist. Chloe is an automated voice assistant provided by Fasthosts, and she tells you at the start of the call that she is an AI assistant.

Chloe may ask for your name, phone number, email address, the property address and details of your enquiry, so that we can take a message, answer your questions or arrange your EPC. Please do not give payment card details, health information or other sensitive information on the call.

Chloe creates a written summary of each call, which we use to deal with your enquiry and keep our records. The call itself is only processed for as long as needed to create that summary, and call summaries are kept in line with the Data Retention section below. We use this information to respond to your enquiry and to take steps you have asked for before providing our services.

The service is run for us by Fasthosts and the technology and AI providers they use, under a data processing agreement. They process your information only on our instructions.

How We Use Your Data

We use the data we collect in the following ways:

• To respond to your inquiries.

• To provide you with the services you request.

• To manage your account.

• To email you with information about other services we think may be of interest to you.

• To improve our website and services through analytics.

Our online booking system

When you book online at bookings.peterboroughepc.co.uk, your booking is handled by CertiBook, our own booking system. We use the following service providers to run it. Each one processes your data only on our instructions and under a data processing agreement or their standard data processing terms.

Railway: hosts the booking system and its database. Your booking data is stored on servers in the EU West region (Amsterdam).

Stripe: takes card payments. We do not see or store your full card details.

Google: we use Google Calendar for our diary, which holds your appointment details. We also use Google Analytics 4 to understand how people use our website. Analytics only runs if you agree through our cookie banner. We use Google Consent Mode v2, and we do not send your name, email, phone number or address to Google Analytics.

Resend: sends booking confirmation and other booking emails.

FireText: a UK provider that sends text messages to confirm your booking and to remind you the day before and the hour before your appointment.

postcodes.io: checks your postcode and works out travel distance. We send only the postcode.

GOV.UK Energy Certificate Data API: lets us check whether your property already has an EPC and show a list of addresses for your postcode. We send only the postcode or address you search for.

Access details for tenanted or empty properties

If you give us access details such as a key safe code or alarm code, we store them encrypted. We use them only to get into the property for your appointment. We delete them 30 days after the visit. We never share them with any of the service providers listed above.

International transfers

Some providers, including Stripe, Google and Resend, may process your data outside the UK. Where this happens, we rely on suitable safeguards, such as UK adequacy regulations or the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses, so your data stays protected to UK standards.

Data Sharing

We do not share your personal data with third parties except in the following circumstances:

• When we have your explicit consent.

• When it is required by law or to enforce our terms of service.

• With service providers who help us run our business, such as IT and hosting services, our online booking system providers listed above, our AI phone receptionist provider and email services, provided they comply with data protection law.

Data Security

We are committed to ensuring the security of your data. We have put in place appropriate technical and organisational measures to safeguard your personal data against unauthorised access, alteration, disclosure, or destruction.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Your Data Protection Rights

Under data protection law, you have the following rights:

• The right to access: You have the right to request copies of your personal data from us.

• The right to rectification: You have the right to request that we correct any information you believe is inaccurate.

• The right to erasure: You have the right to request that we erase your personal data, under certain conditions.

• The right to restrict processing: You have the right to request that we restrict the processing of your personal data, under certain conditions.

• The right to object to processing: You have the right to object to our processing of your personal data if we are processing it on the grounds of legitimate interests or for direct marketing purposes.

• The right to data portability: You have the right to request that we transfer the data that we have collected to another organisation, or directly to you, under certain conditions.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us using the information provided below.

Cookies

Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. When you visit our website, we may collect information from you automatically through cookies or similar technology.

For further information, visit allaboutcookies.org.

How We Use Cookies

We use cookies to:

• Keep you signed in.

• Understand how you use our website.

• Improve your user experience by customizing the website to your preferences.

• Gather data about site traffic and site interactions to offer better site experiences and tools in the future.
  
  

Types of Cookies We Use

• Essential cookies: These cookies are necessary for the website to function and cannot be switched off in our systems.

• Analytical/performance cookies: Google Analytics cookies that let us count visitors and see how they move around our website. We set these only if you accept them in our cookie banner, and you can change your choice at any time.

• Functionality cookies: These are used to recognise you when you return to our website and to personalise our content for you.
  
  

How to Manage Cookies

You can set your browser to not accept cookies, and the above website tells you how to remove cookies from your browser. However, in a few cases, some of our website features may not function as a result.

Privacy Policies of Other Websites

Our website contains links to other websites. Our privacy policy applies only to our website, so if you click on a link to another website, you should read their privacy policy.

Changes to Our Privacy Policy

We keep our privacy policy under regular review and place any updates on this web page. This privacy policy was last updated on 26 October 2026.

How to Contact Us

If you have any questions about our privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us.

Email us at: [email protected]
Call us at: 01733 602132
Or write to us at: 25 Cartwright Grove, Peterborough, PE4 7BN

How to Contact the Appropriate Authority

Should you wish to report a complaint or if you feel that we have not addressed your concern in a satisfactory manner, you may contact the Information Commissioner’s Office (ICO).

Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113 Website: https://www.ico.org.uk