Last updated: 13 October 2026
Who we are
1st EPC is a trading name of SR Real Estate Services Ltd, the organisation responsible for the personal information described in this notice. This policy explains how we handle information when you use our website, contact us, request a quote or book a property service.
For privacy enquiries, contact info@1stepc.co.uk, telephone 07506 132742.
Information we collect
When you enquire or request an appointment, we collect information you provide, such as your name, telephone number, email address, property address and postcode, bedroom count, relationship to the property, requested service, preferred appointment and message.
To carry out a service, we may also process relevant property details, access arrangements, assessment notes and photographs, reports, certificates, correspondence, invoices and payment records. Please avoid including unnecessary sensitive information in an enquiry.
Information normally comes from you. Where a landlord, agent or another person arranges a service on your behalf, they may provide the contact and property details needed to organise it. Website and security systems may also process technical information, including IP addresses, browser details, access times and security events.
How and why we use information
- Enquiries, quotes and services: to respond, arrange appointments, perform assessments and provide reports or certificates. Where you are our customer, our lawful basis is taking steps at your request before entering a contract or performing that contract.
- Access and coordination: to communicate with occupiers, agents and engineers where necessary to deliver the requested service. Where these people are not our contracting customer, we rely on our legitimate interests in organising and delivering the work.
- Accounting and legal requirements: to maintain records required by applicable law, relying on legal obligation.
- Quality assurance, complaints and claims: to retain relevant evidence and deal with accreditation, insurance, disputes or complaints, relying on legitimate interests in demonstrating the work performed and protecting customers and our business, or a legal obligation where one applies.
- Website security: to prevent misuse and protect the website and information, relying on our legitimate interests in maintaining a secure service.
If you do not provide information needed to quote for, arrange or deliver the service, we may be unable to process your request.
We do not send promotional emails, texts or WhatsApp messages. Replies and messages about your enquiry, appointment or requested service are service communications.
Who receives information
Where another engineer helps deliver the service you requested, we share only the information needed to arrange and perform that work, such as contact details, the property address, access arrangements and relevant job information. We do not pass your details to engineers for unrelated offers or marketing.
Website enquiries are sent by email and may also be stored in WordPress through the Flamingo form-storage plugin. Hosting, email, website maintenance and security providers may process information to support these systems.
For EPC work, relevant property and assessment information is processed through Elmhurst Energy and the accreditation and certificate-lodgement arrangements needed to produce the EPC. Lodged certificate information is held on the official energy performance register under the register’s publication and access rules.
We may disclose relevant information to professional advisers, insurers or authorities where necessary for accounting, a claim or a legal requirement. We do not sell customer information.
Google processes website measurement information through Google Analytics. If you choose to contact us using WhatsApp, that service processes information under its own privacy terms. You can contact us by email or telephone instead.
How long we keep information
Unsuccessful enquiries: we review enquiries that have not resulted in a booking 12 months after the last substantive contact and delete information no longer needed. Relevant information may be retained longer where an ongoing enquiry, complaint, claim or legal requirement justifies it.
Completed work and customer records: retention depends on the record’s purpose, applicable accounting obligations, accreditation and insurance requirements, and whether it is needed for an unresolved complaint or claim. Contact us for information about the retention applicable to your records.
EPC evidence: Elmhurst’s published domestic assessor evidence requirements specify retention for 15 years. This is separate from the shorter review period for unsuccessful enquiries.
Technical logs, analytics records and backup copies have separate retention settings and cycles. Deleting a live record may not immediately remove a backup copy. We consider the need to retain information when reviewing records. The 12-month enquiry review is being introduced from the date of this notice; older records have not previously been routinely deleted.
Analytics, cookies and external services
The website uses Google Analytics to measure visits and page use. It can process device and browser information, pages viewed and interactions, and use cookies or similar technologies. Website measurement is used to understand and improve the service. Where consent is required for optional tracking, it must be obtained separately; submitting an enquiry or reading this policy is not consent to tracking.
You can restrict cookies through your browser settings. This may affect website functions and does not replace any consent controls required on the website. Google’s browser opt-out tool is available at tools.google.com/dlpage/gaoptout. Google’s privacy information is available at policies.google.com/privacy.
WordPress uses cookies for administrator login and session functions. Some pages contain external services, such as a Google map. These providers may receive technical information when their content loads. Following an external link or opening WhatsApp takes you to a service with its own privacy terms.
Some providers, including Google and WhatsApp, may process information outside the UK. Applicable transfer protections depend on the provider and processing arrangement. Contact us if you need details of the providers or safeguards applicable to your information.
Your rights
Depending on the circumstances and lawful basis, you may request access to your information, correction, erasure, restriction or portability. Where processing relies on consent, you can withdraw it without affecting the lawfulness of earlier processing.
You have the right to object to processing based on legitimate interests, and to object to direct marketing at any time.
Contact us using the details above to make a request. We may need enough information to confirm your identity and locate the records. Rights are subject to applicable conditions and exemptions; for example, we may need to retain evidence or records required by law.
You can complain to us about how we handle your information. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
Changes to this policy
We will update this policy when our practices change. The date at the top shows when it was last updated.
