Wise Energy

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Privacy Policy

Our Privacy Policy explains how we collect, use, and protect your personal information while delivering our services.

This Privacy Policy explains how Wise Energy Solutions Ltd (“we”, “our”, “us”) collects, uses, shares, and protects your personal information. We are committed to safeguarding your privacy and ensuring that your data is handled responsibly, transparently, and in compliance with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

By using our website, products, or services, you agree to the terms of this Privacy Policy.

1. The Information We Collect

The type of information we collect depends on your relationship with us and the services you request.

A. Unfunded Customers (“Private Customers” or “Able to Pay”)

These are customers who pay for services directly and are not receiving government funding.
 We typically collect:

  • Name, address, and contact details.
  • Information about requested services (heating, insulation, servicing, repairs, or advice).
  • Records of surveys, visits, and installations.
  • Details of guarantees or warranties provided.

We may share necessary information with approved subcontractors if they are appointed to complete your work.

We retain records for 7 years, mainly to manage complaints, resolve issues, and maintain proof of services provided.

2. Directly Funded Customers (ECO)

These customers receive services under government-backed funding schemes such as ECO (Energy Company Obligation).
 We collect:

  • Name, address, and date of birth.
  • Contact details and property details.
  • Proof of eligibility for funding (benefit details, EPC rating, income information).
  • Details about the energy efficiency of your property.
  • Signed documents relating to installations and warranties.

We may share this information with:

  • The Energy Saving Trust and the Department for Work and Pensions (DWP) to confirm eligibility.
  • Utility companies and Ofgem, who administer the scheme.
  • Independent inspection companies to ensure quality assurance.

We retain this information for 7 years to comply with funding scheme requirements and to provide support for guarantees.

3. Indirectly Funded Customers

Customers may receive ECO measures through a third-party partner using our Managing Agency services.
 We may collect:

  • Signed documents (handover forms, warranties).
  • Survey reports and installation evidence.
  • Proof of benefits and eligibility.
  • Photos of the property to demonstrate work completed.

This information is necessary to process funding, ensure correct allocation, and monitor the quality of work. It is shared with utility companies, Ofgem, and inspection partners where required.

Retention: 7 years.

4. Landlords & Letting Agents

We collect:

  • Property addresses.
  • Landlord or agent contact details.

This allows us to manage services provided at properties, notify you of new services, and maintain relationships.

5. How We Store and Protect Your Information

We use robust security measures to protect your personal data:

Unfunded Customers

  • Stored securely on internal servers.
  • Telephone calls recorded for training and quality purposes.
  • Data backed up to a secure UK-based data centre in Manchester.
  • Any physical records stored in alarmed and video-monitored offices.

Directly Funded Customers (ECO)

  • Data managed using ECOSurv, a GDPR-compliant customer record management system.
  • Secure storage of all personal and property details.

Indirectly Funded Customers

  • Data received via secure file transfer.
  • Stored temporarily on external systems before being transferred to our secure platform.

6. How We Use Your Information

We use your personal information for the following purposes:

  • To arrange surveys, site visits, and installations.
  • To process applications for funding schemes.
  • To demonstrate compliance with funding or regulatory requirements.
  • To manage contracts, warranties, and guarantees.
  • To respond to complaints and rectify issues.
  • To improve services and conduct market research.
  • To comply with our legal and regulatory obligations.

7. Sharing Your Information

We may share your personal data with:

  • Subcontractors who help deliver installations and services.
  • Utility companies and funding partners (for funded schemes).
  • Ofgem and independent inspection companies (for scheme compliance and quality checks).
  • Government agencies such as the DWP for eligibility checks.

We only share the minimum amount of information necessary and always aim to reduce the handling of sensitive data wherever possible.

8. Your Legal Rights

Under GDPR, you have the following rights:

  • Right to be informed – to know how and why your information is used.
  • Right to access – to request a copy of the data we hold about you.
  • Right to rectification – to correct any inaccurate or incomplete information.
  • Right to erasure – to request deletion of your data (subject to legal obligations).
  • Right to restrict processing – to limit how we use your information in certain circumstances.
  • Right to data portability – to request your data in a structured, commonly used format.
  • Right to object – to stop your data being used for direct marketing or in specific situations.

For more information, visit the Information Commissioner’s Office (ICO) website: ICO Individual Rights Guidance

9. Third-Party Privacy Policies

For some schemes, your data may also be shared with partners such as:

10. Retention Period

Unless otherwise stated, we retain personal data for 7 years after the completion of services. This allows us to comply with scheme requirements, provide support for guarantees, and resolve any issues that may arise.

11. Updates to This Policy

We may update this Privacy Policy from time to time to reflect legal, regulatory, or operational changes. Updates will be published on this page, and you are encouraged to review it periodically.

Contact Us

If you have any questions about this Privacy Policy, or if you wish to exercise your rights, please contact us:

Wise Energy Solutions Ltd
 302 Clifton Drive South
 Lytham St. Annes
 Lancashire, FY8 1LH
 Email: [email protected]
 Phone: 01253 804 151