Privacy policy

Who this policy is from

This website is operated by Warm Home Support, which is responsible for the enquiry details described below.

For any question about this policy, contact us at info@warmhomesupport.co.uk.

What the enquiry forms collect

Our enquiry forms are the contact form, the quote request form and the eligibility checker (on our eligibility page, the homepage and the Boiler Upgrade Scheme and ECO4 pages). When you press send, we receive:

• your name, and the phone number and/or email address you give us;
• your postcode, where the form asks for it;
• your answers to the form's questions — for example the type of property, how it is heated, what you need help with, and any message you write;
• for the eligibility checker, the answers described below and the schemes the checker showed you as worth pursuing;
• that you ticked the box agreeing to us using your details to respond;
• which page of this website the form was on, and when it was sent;
• if you arrived through a link carrying campaign labels (for example from an advert), those labels (utm_source, utm_medium, utm_campaign, utm_term, utm_content).

We do not record your IP address with your enquiry, and the forms do not use cookies or browser storage to identify you. Nothing is sent until you press the send button.

The eligibility checker's answers, and why we ask for them

The checker shows your result before it asks for any contact details. If you then choose to send us your details, your answers go with them, because they are what we need to follow up properly. The questions depend on what you want help with, so you may not be asked all of these:

• What you want help with (a heat pump, insulation, a boiler, solar, or not sure) — so the right member of our team contacts you.
• Whether you own, let or rent the home — most schemes can only be applied for by the owner, so this decides which routes are open.
• How the home is heated, and whether there is a gas meter — the Boiler Upgrade Scheme and its higher off-gas value depend on the heating being replaced and on the gas connection.
• For a heat pump, whether it would fully replace your current heating — the Boiler Upgrade Scheme only funds a heat pump that does.
• For solar, how you plan to pay (a grant, yourself or with finance, or not sure) — if you are paying yourself, we do not need to ask about income.
• A benefits or household income band (for example "someone receives a means-tested benefit" or an income range) — the Warm Homes: Local Grant and ECO4 are for qualifying lower-income households, so this is the question that decides them. We ask for a band, never an exact figure, and "prefer not to say" is always an option.
• Which nation the property is in — worked out from your postcode, because schemes differ between England, Wales, Scotland and Northern Ireland.
• The schemes shown to you — so we start from the same result you saw.

We use these answers only to deal with your enquiry. A scheme's own administrator (an installer, your council or an energy supplier) makes the real eligibility decision, and nothing is passed to one without your agreement.

Why we use it

We use the details you send us to:

• contact you about your enquiry;
• assess the service, grant or scheme eligibility question you asked about;
• follow up on your enquiry, including arranging surveys, quotes or appointments where you ask for them;
• keep a record of the enquiry and of how we dealt with it.

We do not use your enquiry for marketing, and we do not sell or share it with other organisations for their own purposes.

Where it is stored and who can see it

Enquiries are stored in the Warm Home Support enquiry system (our internal CRM). It is built on Google Firebase: the records are held in Cloud Firestore, a Google database service, and our staff sign in using Firebase Authentication. Google provides these services to us as a service provider.

Only authorised Warm Home Support staff with an active account can see enquiries. The website itself can only add a new enquiry; it cannot read, change or delete one, including yours, after it has been sent.

To protect the forms from automated abuse, when you press send the page runs a security check provided by Google (reCAPTCHA Enterprise, through Firebase App Check). It assesses whether the request comes from a real browser on this website. It runs only on the enquiry forms, only when you send one, and is used for security, not advertising.

How long we keep it

We keep enquiry records only for as long as we need them for the purposes described above. Enquiries that turn out to be spam or not genuine are marked as such and are not used to contact anyone.

Cookies and analytics

With your consent only, we use Google Analytics 4 to see how the site is used: which pages are visited, how people move through the eligibility checker, and whether an enquiry was sent. Nothing is loaded and no analytics cookies are set until you press Accept in the cookie banner, and you can withdraw at any time from "Cookie settings".

Google Analytics is provided by Google, which processes this usage information for us. We do not send it your name, contact details, postcode or your benefits and income answer, and advertising features are switched off. There is no advertising network, no social media pixel and no session recording. The security check on the enquiry forms is described in our cookie policy. Our cookie policy lists the cookies and how long they last.

Hosting and server logs

The site is hosted on Firebase Hosting, a service provided by Google. As with any web host, requests to the server may be logged by the hosting provider for security and operational purposes, which can include IP addresses. We do not use those logs to build a profile of you, and we do not combine them with anything else.

Links to other websites

Our scheme pages link to official sources on GOV.UK, Ofgem and legislation.gov.uk. Those are separate organisations with their own privacy policies, and this policy does not cover them.

Your rights

Under UK data protection law you have rights over personal data an organisation holds about you, including the right to be told what is held, to have it corrected, to have it deleted in some circumstances, to restrict or object to its use, and to receive a copy of it.

If you have sent us an enquiry and want to know what we hold, want it corrected, or want it deleted, contact us using the details above and we will deal with your request.

Complaints

If you are unhappy with how your personal information has been handled, you can complain to the Information Commissioner's Office, the UK's independent regulator for data protection. We would rather you told us first so we can put it right.

Changes to this policy

We will update this page when the way the site handles information changes — in particular when the enquiry forms are connected. The "last updated" date at the top always reflects the current version.