Last updated: 17 October 2026
1. Who we are
This Privacy Policy explains how Energyglaze Glass Limited (“Energyglaze”, “we”, “us”) uses personal information when you visit energyglazeglass.co.uk, ask us for a free home glazing survey, contact us, or become a customer.
Energyglaze is a private home-improvement company. We supply and install replacement double-glazed sealed units, Pilkington energiKare™ glazing upgrades, replacement uPVC windows, composite doors, porches, and conservatory, glazing and roof-related products where applicable. Our website is mainly used to request a Free Home Glazing Survey.
Energyglaze Glass Limited is the controller of your personal information. This means we decide how and why it is used.
Energyglaze Glass Limited (trading as Energyglaze Glass Ltd / Energyglaze)
Company number: 16454036
Head office: West Riding House, 41 Cheapside, Bradford, BD1 4HR
Telephone: 01274 790650
Email: info@energyglazeglass.co.uk
Website: energyglazeglass.co.uk
ICO registration number: ZB915646
2. What information we collect
When you request a free survey through our website
- your name, telephone number, email address and postcode;
- the service you are interested in, the approximate age of your glazing, and whether you are the homeowner;
- the title and address of the page you used, and the date and time of your enquiry;
- technical information recorded with your enquiry by our form and security systems: your IP address, your browser details (user agent) and the referring page address, where applicable;
- the result of our telephone-number check (see section 8).
Advertising and campaign information — only with Marketing consent
If you have given Marketing consent in our cookie settings, we may also process UTM campaign parameters, advertising click identifiers (such as the Google Ads click identifier, GCLID, the Meta/Facebook click identifier, FBCLID, and other supported click identifiers), the landing page, the referring website and a short lead-source summary. This information is kept in your browser for the current session only, so it can accompany an enquiry you send from another page.
If you have not given Marketing consent, none of this campaign attribution is sent with your enquiry. Advertising and campaign parameters are removed from the page address and referrer sent with your form, while the normal page address is kept. The lead-source and click-identifier fields record “Not recorded (no marketing consent)”. Your enquiry still works normally.
If you become a customer
- your name, contact details and property address;
- survey information, technical survey records, measurements and specifications;
- the products ordered and the contract or order value;
- deposit information and balance/payment status;
- fitting and installation information;
- guarantee, remedial, complaint and dispute information.
Telephone calls and emails
We record telephone calls (see section 7). When you email or phone us, we keep a record of the correspondence and what you tell us.
We do not normally need or ask for special category personal information through our website. Please avoid including sensitive information in an enquiry unless it is genuinely necessary for us to deal with your request. If such information is genuinely needed, for example to make an accessibility arrangement, we will use only what is necessary for that purpose.
3. How we collect your information
- directly from you, through our website forms, by telephone, by email, and during surveys and installations;
- automatically from your device when you use our website (see section 9 and our Cookie Policy);
- from our telephone-number check provider (see section 8) and our payment providers (see section 10).
4. Why we use your information and our lawful bases
UK data protection law requires us to have a lawful basis for each use of your personal information.
| Purpose | Lawful basis |
|---|---|
| Handling your free survey enquiry: responding to you, checking survey availability, contacting you, arranging a survey, understanding the work you are interested in and sending your confirmation email | Steps taken at your request before entering into a contract (UK GDPR Article 6(1)(b)) |
| Surveys, quotations, technical specifications, procurement and manufacture, orders, installation, guarantees, remedial work and customer service | Performance of a contract, or steps before entering into one (Article 6(1)(b)) |
| Taking and recording payments for your order | Performance of a contract (Article 6(1)(b)). Our payment providers may also process information under their own lawful bases and legal obligations (see section 10). |
| Keeping accounting, tax and other statutory records | Legal obligation (Article 6(1)(c)) |
| Providing the necessary information to FENSA for applicable work that must be notified or certified under the Building Regulations | Legal obligation (Article 6(1)(c)) |
| Campaign attribution: understanding which advertising led to an enquiry and measuring the effectiveness of our advertising | Consent (Article 6(1)(a)), given through the Marketing option in our cookie settings |
| Website analytics (Google Analytics) | Consent (Article 6(1)(a)), given through the Statistics option in our cookie settings |
| Loading Google Maps content | Consent (Article 6(1)(a)), given through Marketing consent or by agreeing to the individual service |
| Providing an embedded YouTube video when you choose to play it | Legitimate interests (Article 6(1)(f)): providing the video content you have deliberately requested. YouTube/Google processes information it receives through the player in accordance with its own privacy terms. |
| Checking telephone numbers entered on our form (phone validation) | Legitimate interests (Article 6(1)(f)): reducing spam, detecting mistyped or fake numbers, keeping enquiry data accurate, and protecting our staff time and business systems |
| Recording telephone calls | Legitimate interests (Article 6(1)(f)): see section 7 |
| Keeping our website secure, including recording IP address and browser details with enquiries and logging security events | Legitimate interests (Article 6(1)(f)): protecting our website, systems and visitors from attacks, spam and abuse |
| Handling complaints, guarantee claims and disputes, and establishing, exercising or defending legal claims | Legitimate interests (Article 6(1)(f)): resolving matters fairly and protecting our and our customers’ legal rights |
| Responding to requests to exercise your data protection rights | Legal obligation (Article 6(1)(c)) |
Where we rely on legitimate interests, we have considered your interests and rights and concluded that they are not overridden. You can ask us for more information about this, and you have the right to object (see section 17).
5. Free survey enquiries
When you ask for a free home glazing survey, we use your details to respond to your enquiry, check survey availability, contact you, arrange the survey where appropriate, understand the work and products you are interested in, send your enquiry confirmation and, if you choose to go ahead, prepare a quotation or order.
The free survey carries no obligation to purchase. Sending us an enquiry does not depend on accepting cookies.
When you submit our form, your enquiry is saved in our website’s enquiry records on our hosting server. A copy is emailed to our team at info@energyglazeglass.co.uk, and a confirmation email is sent to the email address you gave. Our business email is provided by Google Workspace. A member of our team will then contact you, normally by telephone from 01274 790650.
We do not currently send marketing emails, marketing texts or marketing calls to people who have made an enquiry. If this changes, we will update this policy and ask for any permission the law requires.
6. Customers, surveys, orders and installations
If you go ahead, we record your customer and job information in our password-protected Teamup Calendar customer and job-management system. Access is limited according to role:
- authorised office staff can access the information they need for their work;
- our employed technical surveyor can access the customer and job information relevant to the survey;
- the Energyglaze fitters working on your installation can access the information needed for that job;
- field salespeople do not have general access to this system.
Once an enquiry becomes an order, the relevant information is kept in your customer and job record, and we do not need to keep duplicate copies of the original website enquiry.
7. Telephone call recording
Our telephone system is provided by RingCentral (RingEX). We record telephone calls, and callers are told that calls are recorded.
We use recordings to keep an accurate record of conversations and instructions, to monitor and improve our customer service, for staff training where applicable, to investigate complaints and disputes, and to protect both our customers and Energyglaze where there is a disagreement about what was discussed.
Our lawful basis is legitimate interests. Conversations about surveys, orders and installations often include detailed instructions, and we have a genuine interest in having a reliable record of what was said so that we can carry out work correctly and resolve any disagreement fairly. Recordings are only listened to by people who need to for these purposes.
Call recordings held in our RingCentral telephone system are normally retained for up to 90 days. We do not routinely download, export or archive recordings elsewhere. A particular recording may be kept longer only where reasonably necessary for a complaint, dispute, guarantee matter or threatened or actual legal proceedings, or to establish, exercise or defend legal rights.
8. Website security and phone validation
To reduce spam, detect mistyped or fake numbers and improve the quality of enquiry information, our website checks the telephone number entered on our survey form using Twilio’s Lookup service. Your telephone number is sent to Twilio for validation and, for UK mobile numbers, an additional line-status check may take place. The validation result may be stored with your enquiry.
- The check result is cached for about 24 hours, so the same number is not checked repeatedly.
- To prevent abuse, a hashed (scrambled) version of your IP address is kept for about 1 hour, and checks are limited to about 15 per IP address per hour.
- If Twilio is unavailable, the check is skipped, so genuine enquiries are not blocked for that reason.
Our form accepts UK telephone numbers. If a number cannot be validated, the form asks you to check it, and you can correct it or contact us by telephone or email instead. We do not make decisions based solely on automated processing that have legal or similarly significant effects on you.
Our website also uses Wordfence security software to check visits for malicious activity, block attacks and log security events, such as blocked requests and login attempts. This involves processing IP addresses and browser and request information. Wordfence’s Security Network is active, which means IP addresses involved in attacks or suspicious activity may be shared with Wordfence to help protect other websites. Full logging of all website traffic (Wordfence Live Traffic) is switched off.
9. Cookies, Analytics and advertising attribution
Our Cookie Policy explains in full the cookies and similar technologies we use. In summary:
- Necessary: used to operate the website and our consent system where consent is not required, for example to remember your cookie choices.
- Statistics: Google Analytics cookies are used only after you give Statistics consent.
- Marketing: Energyglaze’s campaign-attribution storage (
eg_track) is used only after you give Marketing consent. - Google Maps: loaded only after you agree to the individual service or accept Marketing.
- YouTube: simply loading one of our pages does not contact YouTube if the video has not been played. We first display a preview image hosted on our own website. If you press Play, your browser connects to YouTube, which may receive technical information (such as your IP address and browser details) and use storage necessary in connection with the video and its service. We use YouTube’s privacy-enhanced embedding (youtube-nocookie.com). Pressing Play does not change your cookie preferences.
We use Google Analytics 4 (property G-XE7ZT7PG9E, through the Google tag GT-NCGL6BH9) with Google Consent Mode. For every visitor, wherever they are, analytics storage is set to “denied” until Statistics consent is given, and advertising storage (ad_storage, ad_user_data and ad_personalization) is set to “denied” until Marketing consent is given.
While storage consent is denied, Google’s tag may still send consent-aware cookieless measurement requests to Google. These requests do not use Analytics or advertising cookies. They may include technical information such as your IP address and browser (user-agent) details, and the address of the page being viewed, and Google uses them for aggregate measurement and modelling.
We do not keep a visitor-level central database of individual cookie choices. Your preferences are stored in your browser. You can change or withdraw them at any time using the “Cookie preferences” control in our website footer.
10. Payments
We accept card payments (including by telephone where applicable), bank transfer and cheque. We do not currently offer consumer finance.
Card payments are handled by our payment service providers. Rapyd is our primary card-payment service provider, and Square is our backup provider, used if Rapyd is unavailable or where appropriate. Payment-related information may include the payment amount, transaction details, payment method, payment status, and fraud and security information required by the payment provider.
Rapyd is our primary card-payment service provider and may act as an independent controller where it processes information to provide regulated payment services or meet its own legal and regulatory obligations. Square may process some information on our behalf as our processor, and acts as a controller where it processes information for its own payment, security, legal or regulatory purposes. Each provider’s own privacy notice explains how it uses your information.
Processing payments for your order is necessary for the performance of our contract with you.
11. Who we share information with
We do not sell your personal information. We share it only where necessary:
- Our service providers who help us run our website and business (section 13).
- FENSA and HIP for applicable installations, deposit protection and guarantees (section 12).
- Payment providers (section 10).
- Suppliers and manufacturers: normally only what is needed to make or supply your products, such as measurements, glass, window or door specifications, design or configuration details, and a job reference. They do not routinely receive your full customer file.
- Professional advisers and authorities only where necessary, for example our accountants, or where the law requires disclosure or it is needed to establish, exercise or defend legal claims.
12. FENSA and HIP
FENSA: for applicable work that must be notified or certified under the Building Regulations, we process and provide the necessary information to FENSA to meet the relevant legal and regulatory requirements. This can include your name and contact details, property details, applicable order and installation details, and relevant value or order information where required by the process. FENSA is an independent organisation and uses this information in line with its own privacy notice.
HIP: Energyglaze customers receive the appropriate deposit protection and 10-year insurance-backed guarantee documentation and certificate through HIP, in line with our process. To provide this, we give HIP only the information required, which may include your name and contact details, property information, order and contract details, and the contract or order value. HIP is an independent organisation and uses this information in line with its own privacy notice.
13. Our service providers
| Provider | What it does for us | Role |
|---|---|---|
| Hostinger | Hosts our website, its database and our website enquiry records | Processor |
| Google Workspace (Google) | Business email, including enquiry and confirmation emails | Processor |
| Google Analytics (Google), via Google Site Kit | Website statistics, only with Statistics consent | Processor under the Google Ads Data Processing Terms, which are accepted for our Analytics account. Google’s optional data-sharing settings are switched off. |
| Twilio | Telephone-number validation (Lookup) | Processor for the lookup |
| RingCentral | Cloud telephone system and call recording | Processor for call content and recordings; may act as a controller for its own account, security, usage, billing or regulatory processing |
| Teamup Solutions AG | Password-protected appointment, customer and job-management system (Teamup Calendar) | Processor |
| Rapyd | Primary card-payment service provider | Payment service provider; may act as an independent controller for regulated payment services and its own legal obligations |
| Square | Backup card-payment provider | Processor in some contexts; controller for its own payment, security, legal or regulatory processing |
| Defiant, Inc. (Wordfence) | Website security, firewall and Security Network | Processor for personal data processed in providing the Wordfence service |
| Google Maps and YouTube (Google) | Map content, only after consent; video content, only if you press Play on a video | Independent controllers for their own service processing |
| FENSA | Registration and certification of applicable installations | Independent recipient |
| HIP | Deposit protection and insurance-backed guarantee | Independent recipient |
| Suppliers and manufacturers | Making and supplying products | Recipients of necessary technical and job information only |
| Professional advisers and authorities | Accounting, legal and regulatory matters | Recipients only where necessary or required by law |
Our website runs on WordPress and Elementor on our own hosting, with plugins including Complianz and WP Consent API (cookie consent), Google Site Kit (connecting Google Analytics), WP Mail SMTP (sending website emails through our Google Workspace account) and Wordfence (security). Enquiries submitted through our website are stored on our hosting and emailed through Google Workspace. The companies that make this website software do not receive your enquiry through it.
14. International transfers
Some of our providers, including Google, Twilio, RingCentral, Teamup, Rapyd, Square, Wordfence (Defiant) and, where relevant, Hostinger, may process or access personal information outside the UK. Where personal information is transferred outside the UK, we require an appropriate legal transfer mechanism to be in place, such as UK adequacy regulations, the UK Extension to the EU-US Data Privacy Framework, an International Data Transfer Agreement or the UK Addendum to approved contractual clauses, where applicable. Contact us if you would like more information.
15. How long we keep information
| Information | How long we keep it |
|---|---|
| Enquiries that do not lead to an order (website enquiry record, enquiry correspondence and notes) | 12 months from our last meaningful contact with you, then deleted or anonymised, unless there is a justified reason to keep it, such as a complaint, dispute, fraud or security matter, legal claim or legal requirement |
| Website enquiry records for people who become customers | The relevant information moves into the customer and job record; duplicate website enquiry copies are not kept indefinitely |
| Customer contract, survey, installation and guarantee records | For the applicable guarantee period, and afterwards only as long as reasonably necessary for legal and regulatory obligations, complaints, enforcement, or establishing, exercising or defending legal claims |
| Accounting and tax records | Generally 6 years, where required by accounting and tax law |
| Telephone call recordings (RingCentral) | Normally up to 90 days; a specific recording may be kept longer where reasonably necessary for a complaint, dispute, guarantee issue or legal claim |
| Telephone-number check cache | About 24 hours (the validation result itself is kept with your enquiry) |
| Hashed IP address used to limit repeated number checks | About 1 hour |
| Website security logs (Wordfence) | Up to 30 days (limited to the most recent 2,000 entries) |
| Google Analytics user and event-level data (subject to our Analytics retention setting) | Event data: 2 months. User data: 14 months, reset when there is new activity from the same user. Google’s standard aggregated reports are not affected by this setting. |
| Cookies and browser storage | As set out in our Cookie Policy |
| Information involved in a complaint, guarantee claim, dispute, or threatened or actual legal proceedings | Beyond the normal period, for as long as reasonably necessary to resolve the matter and to establish, exercise or defend legal rights |
16. Security
We use appropriate measures to protect personal information, including password-protected systems, role-based and restricted access, two-factor authentication where deployed, WordPress security controls, and anti-spam and security tools. Staff access is limited according to role. No system can be guaranteed to be completely secure, but we work to protect your information and to respond promptly to any security issue.
17. Your rights
Under UK data protection law you have the right to:
- ask for a copy of the personal information we hold about you (access);
- ask us to correct information that is inaccurate or incomplete;
- ask us to delete your information;
- ask us to restrict how we use your information;
- object to our use of your information where we rely on legitimate interests;
- ask for information you provided to be transferred to you or another organisation (portability), where we rely on consent or contract and process it by automated means;
- withdraw your consent at any time where we rely on consent, for example by changing your cookie preferences. This does not affect anything we did before you withdrew it.
Some rights depend on the circumstances and are not absolute, for example where we must keep information by law or need it to deal with a legal claim. To exercise any of these rights, contact us using the details in section 21. We will normally respond within one month.
18. Children
Our services are intended for homeowners and adults arranging home-improvement work. Our website is not intended to collect information from children.
19. Complaints and the ICO
If you have a concern about how we use your personal information, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator: ico.org.uk.
20. Changes to this policy
We may update this policy when our services, systems or the law change. The date at the top shows when it was last updated.
21. Contact us
Energyglaze Glass Limited
West Riding House, 41 Cheapside, Bradford, BD1 4HR
Telephone: 01274 790650
Email: info@energyglazeglass.co.uk