Fortem Solutions Limited and its subsidiaries and group companies (”We”) are committed to protecting and respecting customer privacy.

1. What is a Privacy Policy?

This Customer Privacy Policy is about how we use personal information relating to our customers. You are our customer if you have asked us to provide services to you, or if you are a tenant, occupier or leaseholder of a property owned by a local authority; housing association; landlord; freeholder; or management company to which we provide services. If you belong to our supply chain or are one of our employees, a separate privacy policy will apply.

This policy explains how we will collect information about you and then use it to give you a good service. It also explains the security measures we take to protect your privacy, and tells you what we will not do with your information.

We will use personal information that you provide to us or which the owner of the property provides to us in accordance with this policy. If personal information has been provided to us by the property owner or collected from you by us on their behalf we may be instructed to process your personal information in accordance with their instructions and privacy policy, which they will be able to direct you to.

2. In what circumstances do we use personal information?

We will use personal information relating to our customers in the following circumstances:

  • because you have asked us to provide services to you;
  • because you have asked the owner of the property to provide services to you, or they have a requirement or an obligation to carry out work to your home or its appliances, and we have been asked be them to provide these services on their behalf;
  • in circumstances where we or the owner of your property are legal obliged to process personal information;
  • where it is necessary to protect you or others from harm or injury;
  • where you have consented to processing;
  • where we have some other legitimate reason to process personal information.

3. How do we use personal information?

If you give us information on behalf of someone else, such as someone in your household, you are confirming that you have given them the information in this policy, and that they have agreed to you giving us the information. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions) you agree – and confirm the person the information is about has agreed – that we can use this information in the ways set out in this document.

We will use the information that we have about you to:

  • provide and plan the services you or the owner of your property has asked us to provide;
  • make sure that we are allocating appropriate resources to you to meet your particular requirements – for example if we think that you (or anyone in your household) might need extra care (because of age, health, disability), we may record this;
  • help provide and improve our services and products;
  • create statistics, test our computer systems, and analyse customer information;
  • report our performance to the owner of the property;
  • to handle any complaints that you may have about our service;
  • help prevent and detect debt, fraud and loss;
  • train our staff;
  • get in touch with you about the services that we have been asked to provide. That could be by email, phone, text, multimedia message or another form of electronic communication – for example we may send you notification of an appointment by text or phone to confirm an appointment;
  • ask for your feedback about the services that we have provided to you;

We may also monitor and record any communications we have with you, like phone conversations and emails. This is just to make sure we are providing you and the property owner with a good service and that we are meeting our regulatory and legal responsibilities.

3. How do we share personal information?

It may be necessary for us to provide information about you to other companies within our group of companies, to the owner of your property, or to regulatory authorities if we are required to do so by law. We will do this:

  • to provide you with the services that you or the property owner has asked us, which might include giving information to members of your family, household;
  • in connection with our agreement with the owner of your property;
  • to relevant public authorities or utility companies e.g. gas and electricity companies;
  • to help find and prevent debt, fraud or loss;
  • for legal or regulatory purposes;
  • for any associated legal action;
  • as part of government data-sharing initiatives

Sometimes we sub-contract our services to others, and it may be necessary to pass your details to our sub-contractor or supplier for this purpose. If we do so we will ensure that they comply with the same standards that are set out in this policy.

We may also pass your information on to organisations that regulate us or who inspect installations for example the Health and Safety Executive or GasSafe. This may include the property address and postcode, and information about appliances that have been installed in your home.

We shall not share your personal information to third parties for marketing purposes unless you have given your written consent for us to do so.

4. How do we protect personal information?

We have strict security measures to protect your personal information. This includes following our security procedures (like checking your identity when you call us) and encrypting all the data on our websites.

5. How can you access your personal information?

You are entitled to obtain a copy of the information we hold on you and you can have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you. If the owner of your property is the “data controller” it may be necessary for you to make your request to them for information that we are processing about you on their behalf, and we will notify you if this is the case.

A request to access information should be directed to the Data Protection Officer whose details are set out below.

6. What else should you know about?

If you talk to us over the Internet (for example by email or webmail) remember that this form of communication is not always secure. These kinds of messages may go through a number of countries before they are delivered. That is just the nature of the Internet, so we cannot accept responsibility for any unauthorised access or loss of personal information if it is beyond our control. We may use ‘cookies’ to monitor how people use our site. A cookie is a piece of information stored on your computer's hard drive that records how you have used a website. Our cookies policy tells you more about cookies and how we use them.

7. How do you get further information?

If you’d like any more information, or you have comments or questions about our privacy policy, write to us at:

The Data Protection Officer
4 Portmill Lane

or email

Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see if there have been any updates or changes to our privacy policy.

This policy was last updated on 24 August 2017.