Privacy Policy

1. Who We Are

Nexura Solutions is the trading name of Nexura Solutions Ltd, a company registered in England and Wales (company number 17117703). Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

Our business address is Bourne House, 23 Hinton Rd, Bournemouth, BH1 2EF. You can contact us by email at support@nexurasolutions.co.uk or by phone on 0333 052 9992.

We provide home energy retrofit and home improvement services, including insulation, roofing, solar PV, battery storage, heat pumps, windows and doors, resin driveways and flooring, wall coatings and underfloor heating. We are the "controller" of the personal data described in this policy, which means we decide how and why it is used.

This policy explains what personal data we collect, why we use it, who we share it with, how long we keep it and what your rights are under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR).

2. The Information We Collect

When you use the forms on our website

• Contact form — your full name, email address, phone number (optional), property postcode, property type, current EPC rating (optional) and your message.
• Instant estimate tool — the services you are interested in, your property type, number of bedrooms, property age and EPC rating, and, if you choose to give them, your name, phone number and the best time to call. The estimate itself is worked out in your browser. Your answers are only sent to us if you give your name or phone number, or ask us for a survey.
• Retrofit guide download — your full name, email address, phone number (optional), postcode, whether you are a homeowner or landlord, and your main interest.

When you contact us in other ways

If you phone, email, message us on WhatsApp or contact us through social media, we keep the details you give us and a record of our conversation so we can deal with your enquiry.

When we assess your property and carry out work

• Your name, address, phone number and email address, and those of anyone you ask us to deal with on your behalf.
• Information about your property: its type, age, condition, EPC information, existing insulation, roofing, heating and electrics, and what you want to achieve.
• Notes, measurements and photographs taken during a Precision Assessment and before, during and after the works.
• Quotations, cost plans, contracts, variations, certificates, guarantees and handover documents.
• If you ask us to manage a grant application (such as the Boiler Upgrade Scheme), the information the scheme needs from you, such as confirmation that you own the property.
• If you are a landlord, the names and contact details of your tenants or managing agent, so we can arrange access. Please let your tenants know you have passed their details to us for this purpose.

Payments

Your billing details and a record of what you have paid. We accept payment by bank transfer, debit card or credit card. Card payments are handled by our card payment provider, and we do not keep your full card details.

Health information

We don't ask for health information. If you choose to tell us about a health condition or disability (for example so we can adjust how we work in your home), we will only use it for that purpose and with your explicit consent.

When you visit our website

Like any website, our hosting provider receives technical information such as your IP address, browser type and the pages you request, and keeps it briefly in server logs for security and to keep the site running. We do not use analytics or advertising tracking on this website. Some pages load content from Google (fonts, and a map on our contact page). See section 11 and our Cookie Policy.

3. How We Use Your Information and Our Lawful Basis

The law says we must have a lawful basis for each way we use your personal data. These are the purposes we use it for, and the basis we rely on for each:

• Replying to your enquiry, sending you the guide you asked for, calling you back, giving you an estimate and arranging a Precision Assessment — to take steps at your request before entering into a contract (Article 6(1)(b) UK GDPR), or our legitimate interest in responding to people who contact us (Article 6(1)(f)).
• Carrying out assessments, preparing quotations, delivering the works, handover, aftercare and honouring guarantees — performing our contract with you (Article 6(1)(b)).
• Managing a grant application you have asked us to make for you — performing our contract with you (Article 6(1)(b)).
• Contacting tenants or agents to arrange access to a rented property — our legitimate interest, and the landlord's, in carrying out the work that was ordered (Article 6(1)(f)).
• Notifying building control, registering installations and guarantees, and meeting health and safety and other regulatory requirements — legal obligation (Article 6(1)(c)) where the law requires it, and otherwise performing our contract with you.
• Invoicing, taking payment and keeping accounts — performing our contract with you, and legal obligation (tax and accounting law, including HMRC requirements).
• Keeping records of the work we have done, including photographs, and dealing with complaints, guarantee claims and legal claims — our legitimate interest in running our business properly and protecting ourselves (Article 6(1)(f)).
• Sending you news and offers by email or text — your consent. If you are already a customer, we may instead rely on the "soft opt-in" under PECR (regulation 22) and our legitimate interest to tell you about similar services of ours. Every message will include an easy way to unsubscribe.
• Using health information you choose to share — your explicit consent (Article 9(2)(a) UK GDPR), which you can withdraw at any time.
• Keeping our website secure and working — our legitimate interest (Article 6(1)(f)).

Where we rely on legitimate interests, we have considered your interests and rights and believe our use is fair and what you would reasonably expect. You can object at any time (see section 8).

4. Who We Share Your Information With

We never sell your personal data. We only share it where we need to, with:

• Netlify — hosts our website and receives the forms you send us (Netlify Forms).
• Google — supplies the fonts used on our website and the map on our contact page (see our Cookie Policy).
• WhatsApp (Meta) — if you choose to message us on WhatsApp.
• Our email, phone and business software providers — which we use to store and manage enquiries, bookings and project records.
• Engineers, installers, surveyors, energy assessors and subcontractors — who help us carry out assessments and works at your property.
• Certification bodies, consumer code and guarantee providers, and manufacturers — where your installation or guarantee has to be registered with them.
• Building control bodies and government registers — where the law requires work to be notified, or where a new Energy Performance Certificate is lodged on the government EPC register (which is publicly searchable by address).
• Ofgem — which runs the Boiler Upgrade Scheme, if you ask us to apply for a grant on your behalf.
• Our card payment provider — if you pay by card.
• Our accountants, insurers and professional advisers — where needed to run our business, deal with claims or take advice.
• HMRC, the police, courts and other authorities — where the law requires it.

Our service providers may only use your data to provide their services to us.

5. International Transfers

Some of our providers, including Netlify, Google and Meta (WhatsApp), are based in the United States or process data there. Where personal data is transferred outside the UK, it is protected by appropriate safeguards, such as the UK Extension to the EU-US Data Privacy Framework where the provider is certified under it, or the UK International Data Transfer Agreement or Addendum.

6. How Long We Keep Your Information

• Enquiries, estimates and guide requests that don't go ahead — up to 12 months after our last contact with you.
• Customer and project records (contracts, quotations, invoices, photographs, certificates and guarantee records) — 6 years after the work is finished, which covers the legal time limit for claims and HMRC record-keeping rules. If a guarantee on your installation runs for longer, we keep the records we need for it until the guarantee ends.
• Marketing preferences — until you unsubscribe. We then keep a note of your email address so we don't contact you again.
• Health information you have shared — only for as long as we need it for the work, or until you withdraw your consent.
• Photographs of your property used in our marketing — we will only use these with your permission, and we'll stop using them if you withdraw it.

When we no longer need your information, we delete it securely or anonymise it.

7. Keeping Your Information Secure

We use appropriate technical and organisational measures to protect your personal data, including restricted access, password protection and trusted service providers. No system is completely secure, but we work to keep your information safe and will act quickly if something goes wrong.

8. Your Rights

You have the right to:

• Access — ask for a copy of the personal data we hold about you.
• Rectification — ask us to correct information that is wrong or incomplete.
• Erasure — ask us to delete your data, where we don't need to keep it for a legal reason.
• Restriction — ask us to limit how we use your data in certain circumstances.
• Portability — ask for data you gave us in a commonly used electronic format, or for it to be sent to someone else.
• Objection — object to us using your data on the basis of legitimate interests. You have an absolute right to object to direct marketing at any time.
• Withdraw consent — where we rely on your consent, you can withdraw it at any time. This doesn't affect anything we did before you withdrew it.

To use any of these rights, contact us at support@nexurasolutions.co.uk. It's free, and we will respond within one month. We may need to confirm your identity first.

We do not make decisions about you using only automated means. The instant estimate tool on our website gives an indicative price range only; it doesn't decide whether we will work with you.

9. Do You Have to Give Us Your Information?

You don't have to give us any information, but we need your contact details to reply to you, and we need details about you and your property to assess it, quote and carry out the work. Where a field on our forms is optional, it is marked that way.

10. Children

Our website and services are for adults. They are not directed at children under 13, and we don't knowingly collect their personal data.

11. Cookies

We don't set any cookies of our own, and we don't use analytics or advertising cookies. The Google map on our contact page may set Google cookies on your device. Our Cookie Policy explains this and how to control cookies.

12. Links to Other Websites

Our website links to other websites and services, such as WhatsApp and Google Maps. They have their own privacy policies, and we are not responsible for how they use your data.

13. Complaints

If you are unhappy with how we have handled your personal data, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator:

14. Changes to This Policy

We may update this policy from time to time, for example if we change how we work or the law changes. The latest version will always be on this page, with the date it was last updated.

15. Contact Us

If you have any questions about this policy or how we use your personal data, please contact us: