Propfix is the trading name of UK Prop-Fix Limited (company number 15997556). Our registered office is 39 The Metro Centre, Tolpits Lane, Watford WD18 9SB. We are the “data controller” for the personal information we collect about you, which means we decide how and why it is used.

This notice explains what personal information we collect, how we use it, who we share it with and what your rights are. We handle your information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions about this notice or how we use your information, please contact us:

• Email: hello@prop-fix.co.uk
• Phone: 01895 444 999
• Post: Propfix, 39 The Metro Centre, Tolpits Lane, Watford WD18 9SB

Who this notice applies to

• Homeowners, landlords and letting agents who ask us for a quote, book work or join one of our clubs
• Visitors to our website, prop-fix.co.uk
• Tradespeople and contractors who apply to work with us or carry out jobs for us
• Anyone who contacts us by phone, email, social media or our website forms

What information we collect

• Contact details: your name, email address, phone number and the address of the property the work relates to
• Job details: descriptions, photos and videos of the work you need and access instructions
• Payment details: records of deposits, invoices and payments. Card payments are handled by our payment provider (Stripe). We never see or store your full card number
• Club membership details: if you join the Home Club or Landlord Club, your plan, start date, property details, certificate dates and payment history
• Communications: emails, messages, website form submissions and notes of phone calls. Calls to our number may be recorded for training and quality purposes
• Answers you give our free tools: for example the answers you give in our landlord compliance checker, and the email address you give to download a free guide
• Website data: your IP address, browser type, the pages you visit and how you found us (collected through cookies and Google Analytics, see below)
• Trade and contractor details: for tradespeople working with us, contact details, trade, qualifications, insurance documents, right-to-work checks, Construction Industry Scheme (CIS) details, bank details for payment and job feedback
• Marketing preferences: whether you are happy for us to send you updates and offers

We do not ask for sensitive information (such as health, religion or ethnicity). If you choose to tell us something like this, for example a mobility need that affects access to your property, we will only use it to carry out the work safely.

How we use your information and why we are allowed to

The law says we need a valid reason (a “lawful basis”) for using your information.

What we do	Why we do it	Lawful basis
Prepare quotes, including from your photos	So we can tell you what the work will cost	Taking steps before entering a contract with you
Book, schedule and carry out work at your property	To deliver the service you have asked for	Performance of a contract
Take deposits and payments, send invoices and chase unpaid bills	To get paid for our work	Performance of a contract; legal obligation (accounting and tax records)
Run the Home Club and Landlord Club, including tracking certificate dates	To provide the benefits of your membership	Performance of a contract
Reply to enquiries, complaints and guarantee claims	To look after you as a customer	Our legitimate interests (good customer service)
Pass job details to the tradesperson doing the work	So they know where to go and what to do	Performance of a contract
Send you service updates (appointment reminders, job updates, certificate reminders)	To keep you informed	Performance of a contract; our legitimate interests
Send you free guides and the results of our free tools	Because you asked for them	Your consent
Send you marketing emails, texts or messages about our services and offers	To tell customers and people who have asked about related services	Your consent, or our legitimate interests where you are an existing customer (you can opt out at any time)
Record calls	Training, quality and keeping an accurate record	Our legitimate interests
Measure how our website and adverts perform	To improve our website and marketing	Your consent (cookies)
Onboard, pay and manage tradespeople	To run our trade network	Performance of a contract; legal obligation (CIS, right to work)
Keep business records and deal with legal claims	To meet our legal duties and defend our rights	Legal obligation; our legitimate interests

Where we rely on “legitimate interests”, we have checked that our use of your information is fair and does not override your rights. You can object at any time (see “Your rights” below).

Who we share your information with

We only share your information where we need to in order to run our business and provide our services. We never sell your information. We may share it with:

• Tradespeople and contractors: the self-employed trades who carry out work for Propfix receive the details they need for your job (your name, contact number, property address and job details)
• Your letting agent: if you are a landlord and ask us to, we send copies of certificates and job reports to your letting agent
• Payment provider: Stripe processes card payments for us
• Business software providers: we use trusted providers to run our customer system, phones and messaging, email, website and data storage (including HighLevel, Microsoft 365, our phone provider, Supabase, Vercel and our website hosting company)
• Google: for website analytics and advertising measurement
• Accountants and professional advisers: for bookkeeping, tax, legal and insurance matters
• Suppliers and merchants: where materials need to be delivered to your property
• Insurers: if there is a claim relating to work we have done
• HMRC, local councils and regulators: where the law requires it, for example CIS reporting
• A buyer or new owner of our business: if Propfix is sold or restructured, your information may be passed to the new owner on the same terms as this notice

Everyone we share information with must keep it secure and only use it for the purpose we have agreed.

Sending your information outside the UK

Some of our software providers (such as Stripe, HighLevel, Google and Vercel) store or process data in the United States or other countries outside the UK. When this happens we make sure your information is protected by one of the safeguards the UK allows, such as a UK adequacy decision, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses. You can ask us for more details about these safeguards.

How long we keep your information

• Quotes that do not go ahead: up to 2 years, so we can pick up where we left off if you come back to us
• Customer, job, invoice and payment records: 6 years after the job or your membership ends, in line with HMRC rules and the time limit for legal claims
• Guarantee records: for the life of the guarantee plus 6 years
• Call recordings: up to 12 months
• Marketing: until you unsubscribe or ask us to stop
• Tradesperson records: 6 years after they stop working with us, to meet CIS and tax rules
• Website analytics: as set out in our cookie policy

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

Cookies

Our website uses cookies. Some are essential to make the site and our forms work, and some help us understand how the site is used and whether our adverts work. You can read more in our cookie policy.

Keeping your information safe

We use secure, password-protected systems, two-factor authentication where available and encrypted connections to protect your information. Only people who need your information to do their job can see it. If we ever have a data breach that puts your rights at risk, we will tell you and the Information Commissioner’s Office as the law requires.

Your rights

Under data protection law you have the right to:

• Access: ask for a copy of the information we hold about you
• Correction: ask us to fix information that is wrong or incomplete
• Erasure: ask us to delete your information where we no longer need it
• Restriction: ask us to limit how we use your information in certain situations
• Objection: object to us using your information where we rely on legitimate interests, and object to direct marketing at any time
• Portability: ask for information you gave us in a format you can reuse
• Withdraw consent: where we rely on your consent, you can withdraw it at any time

To use any of these rights, email hello@prop-fix.co.uk with the subject line “Data request”. We may ask you to confirm who you are first. We will reply within one month and there is normally no charge.

We do not make decisions about you using automated systems alone, and we do not profile you.

Marketing

If you are a customer, or you have asked for one of our free guides or tools, we may send you emails or messages about our services, clubs and offers. Every message includes a simple way to opt out, or you can email hello@prop-fix.co.uk at any time. We will never pass your details to other companies for their own marketing.

Children

Our services are for adults. We do not knowingly collect information from anyone under 18.

Changes to this notice

We may update this notice from time to time. The date at the top shows when it was last changed. The current version will always be on this page.

How to complain about the way we handle your personal data

If you think we have got something wrong with your personal information, we want to know so we can put it right. Please follow these steps in order.

Step 1: Tell us. Email hello@prop-fix.co.uk with the subject line “Data complaint”, or write to Propfix, 39 The Metro Centre, Tolpits Lane, Watford WD18 9SB. Tell us what has happened and what you would like us to do. We will confirm we have received your complaint within 2 working days.

Step 2: Our Managing Director looks into it. Every data complaint goes straight to Peter Lawrence, our Managing Director, who is responsible for data protection at Propfix. He will investigate and give you a full written reply within 10 working days. If it is going to take longer, we will tell you why and when you can expect an answer.

Step 3: Ask us to look again. If you are not happy with the reply, tell us within 14 days and we will review your complaint again and send you our final response.

Step 4: Contact the Information Commissioner’s Office (ICO). If you are still not satisfied, or at any time, you can complain to the UK’s data protection regulator. The ICO is independent of us and the service is free.

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Helpline: 0303 123 1113. Website: ico.org.uk/make-a-complaint

Complaints about the quality of our work or service follow a different route. Please see our how to complain page.