Privacy Policy

This website is operated by Norfolk Property Works Ltd, trading as Norfolk Property Works, a company registered in England and Wales (Company No. 17411698). Our registered office is 30B The Street, Norwich, NR8 5DB.

We are the data controller for the personal information described in this policy. For any privacy question or request, email info@norfolkpropertyworks.co.uk.

• Website enquiries — your name, email address, phone number, the service you need, the property address and your description of the job.
• Maintenance visit bookings — your name, contact details, the property address and postcode, and details of the problem.
• Customer and property records — contact details for paying customers and, where provided, tenants or site contacts, together with property addresses and access notes.
• Job information — visit dates, work carried out, materials used and job notes.
• Quotes and invoices — the items, prices and payment status of quotes and invoices we issue.
• Payment information — confirmation that a payment was made, the amount, date and method, and any refund. Card payments are handled by Stripe; we never see or store your full card details.
• Job photographs — before and after photos of the work, which may show parts of the property.
• Completion sign-off — the name and signature of the person confirming the work was completed.
• Communications — emails, messages and notes of phone calls with you.

• To respond to enquiries and provide quotes — steps taken at your request before entering into a contract.
• To book, carry out and record the work, issue invoices and take payment — performance of a contract.
• To keep business and accounting records and meet tax and other legal obligations — legal obligation.
• To keep records of work (including photos and sign-off), handle queries or disputes, prevent fraud and run our business efficiently — our legitimate interests.
• Where we hold a tenant's or site contact's details supplied by a landlord or agent, we use them only to arrange access and carry out the work — our legitimate interests.

We do not sell your information or use it for third-party advertising.

We share information only with service providers needed to run our business, who process it on our behalf:

• Stripe — processes online card payments for bookings and invoices.
• Lovable — hosts our website and provides the secure database, file storage and email delivery we use for enquiries, bookings, customer records, quotes, invoices and notifications.

Where a job needs a specialist trade, we may pass the necessary job and access details to that qualified subcontractor. We may also disclose information where required by law or to our professional advisers.

We do not use analytics, tracking or advertising cookies. When you pay online, Stripe's secure payment form may use essential cookies or similar technologies for security and fraud prevention. These are strictly necessary to make the payment work.

We keep personal information only for as long as reasonably necessary for the purpose it was collected — for example to complete the work, deal with any follow-up or warranty questions, and meet contractual, legal, tax and accounting requirements. Enquiries that do not go ahead are deleted when no longer needed.

Our records are stored in a secure, access-controlled system. Job photos and signatures are kept in private storage, and only authorised staff can access customer records. Online card payments are processed by Stripe over encrypted connections.

Under UK data-protection law you have the right to:

• ask for a copy of the information we hold about you;
• ask us to correct inaccurate information;
• ask us to delete your information, where we no longer have a valid reason to keep it;
• object to or ask us to restrict how we use it in certain circumstances;
• ask for information you provided to be transferred to you or another organisation, where applicable.

To make a request, email info@norfolkpropertyworks.co.uk. If you are unhappy with how we handle your information, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk — though we would appreciate the chance to resolve it first.

We may update this policy from time to time. The latest version will always be on this page.