1. Who We Are

R&B London HIU Engineers Limited (‘we’, ‘us’, ‘our’) is a specialist heating engineering company providing HIU servicing, repairs, replacement, MVHR servicing, and cylinder and thermal store services across all London boroughs. Our website address is https://lhe.london.

We are committed to protecting your personal data and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For any privacy-related queries, please contact us at: [email protected]

2. What Personal Data We Collect

Contact Forms

When you submit an enquiry or booking request through our website, we collect:

Full name
Email address
Phone number
Details of your service request or enquiry
Property address (where required for booking purposes)

AI Chatbot

Our website uses an AI-powered chatbot to assist visitors. When you interact with the chatbot, we may collect:

Your name, email address and phone number (submitted via the chatbot contact form)
The content of your conversation with the chatbot
Your IP address and browser information for security and spam prevention

Chatbot conversations are stored securely and used to improve our service quality and assist our team in following up on enquiries.

Booking & Appointment Data

When you book a service appointment through our website, we collect the information necessary to arrange and confirm your appointment, including your name, contact details, address, and details of the service required.

Payment Information

Payments made through our website are processed securely by Stripe, a PCI-DSS compliant payment processor. We do not store your card details on our servers. Stripe’s privacy policy is available at https://stripe.com/gb/privacy.

Cookies & Analytics

We use Google Analytics to understand how visitors use our website. This collects anonymised data including pages visited, time on site, and device/browser information. No personally identifiable information is collected through Google Analytics.

We also use cookies to improve your experience on our website. You may opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on available at https://tools.google.com/dlpage/gaoptout.

Embedded Content

Pages on our website may include embedded content such as videos or maps. Embedded content from other websites behaves as if you visited those websites directly and may collect data, use cookies, and track your interaction with that content.

3. Why We Collect Your Data

We use your personal data for the following purposes:

To respond to your enquiries and provide customer support
To arrange, confirm and manage service appointments
To process payments for services provided
To send booking confirmations and service reminders
To improve our website and services
To comply with our legal and regulatory obligations

Our lawful basis for processing your personal data is:

Contract: to fulfil a service you have requested
Legitimate interests: to manage and improve our business operations
Legal obligation: where required by law

4. Who We Share Your Data With

We do not sell your personal data. We may share your data with trusted third parties only where necessary:

Stripe — for secure payment processing
Google Analytics — for anonymised website usage statistics
Anthropic — the provider of our AI chatbot technology (Claude)
Our engineers and staff — to fulfil your service booking

All third-party providers are required to handle your data securely and in accordance with UK data protection law.

5. How Long We Retain Your Data

We retain your personal data only for as long as necessary:

Enquiry and contact form data: up to 2 years
Booking and service records: up to 6 years (for legal and accounting purposes)
Payment records: up to 6 years in line with HMRC requirements
Chatbot conversation logs: up to 12 months
Website analytics data: up to 26 months (Google Analytics default)

6. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

Right to access — request a copy of the data we hold about you
Right to rectification — request correction of inaccurate data
Right to erasure — request deletion of your data where there is no legal obligation to retain it
Right to restrict processing — request we limit how we use your data
Right to data portability — request your data in a portable format
Right to object — object to processing based on legitimate interests

To exercise any of these rights, please contact us at [email protected]. We will respond within 30 days.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at https://ico.org.uk or by calling 0303 123 1113.

7. How We Protect Your Data

We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, or disclosure, including:

Secure HTTPS encryption on our website
Restricted access to personal data within our organisation
Use of reputable, security-certified third-party services (Stripe, Google, Anthropic)
Regular review of our data handling practices

8. Data Breach Procedures

In the unlikely event of a personal data breach, we will assess the risk and, where required by law, notify the ICO within 72 hours and inform affected individuals without undue delay.

9. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal data, please contact us:

Email: [email protected]

Website: https://lhe.london/contact-us/

Phone: 0800 195 6468

10. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website at https://lhe.london/privacy-policy/. We encourage you to review this page periodically.