01What we collect
Booking details: name, contact details, property address and access arrangements. Inspection outputs: the records our engineers produce, including photographs taken during the visit. Account data where you hold a portal login.
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02Why we hold it
To carry out the inspection you booked, to issue and store the resulting record, to contact you before a record expires, and to meet the record-keeping duties that attach to some certificates.
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03Who we share it with
The engineer attending, the person giving access where you have told us to contact them, and the accreditation bodies or laboratories involved in issuing a specific record. Not sold, and not used for third-party marketing.
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04How long we keep it
Certificates are retained for the period the relevant regulations require, and in some cases longer where you rely on us as your record store. Booking correspondence is kept for a shorter period.
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BUSINESS INFORMATION REQUIRED — the actual retention period for each document type, for inspection evidence, and for booking correspondence. No period is stated on this page because none has been decided.
05Your rights
Access, correction, erasure, restriction, portability and objection, subject to the record-keeping duties above. Requests go to the contact address on this page.
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06Cookies and analytics
Strictly necessary: a session cookie when you sign in to the portal, a CSRF token cookie on the sign-in form, and a record in your browser of the cookie choice you made, with the date and the version of this notice it was made under. We ask for your choice again after 12 months, or sooner if this section changes materially; when an Accept expires this way, the analytics cookies are removed from your browser. Optional analytics: with your consent only, we use Google Analytics 4 to count visits and see which pages lead to bookings. Nothing is loaded from Google and no analytics cookie is set unless you choose Accept in the cookie banner. If you accept, Google Analytics sets the _ga and _ga_EQKZ5R5YBP cookies, and we send it page addresses with any form answers removed, which service pages are viewed, which booking step is reached, whether you view the confirmation page of a booking that has been confirmed, and whether a phone or WhatsApp link was clicked. A confirmation you do not view on that page, such as one recorded later by our staff, is not reported to Google Analytics. We never send it your name, email address, phone number, property address, postcode or booking answers. Google Analytics keeps this data for 14 months. No advertising or remarketing cookie is used. You can change or withdraw your choice at any time from Cookie settings at the foot of our pages; withdrawing removes the analytics cookies from your browser.
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BUSINESS INFORMATION REQUIRED — confirmation that Google’s data processing terms remain accepted for the Google Analytics property. LEGAL REVIEW REQUIRED — this section’s wording, the lawful basis for analytics and international transfers to Google.
07Payment data
Card details are entered on Stripe’s own checkout and are never sent to, processed by, or stored on Haven’s systems. Haven stores the payment status, the amount, and Stripe’s reference for the transaction, so that a booking can be reconciled against what was actually paid. For a payment made another way and recorded by Haven’s staff, Haven stores the amount, the payment method, any reference and note entered with it, and which member of staff recorded it.
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LEGAL REVIEW REQUIRED — confirm the controller/processor description of the Stripe relationship, and the data-processing terms relied on.
08Inspection photographs
Photographs taken during a visit are held as internal working records. They may show the interior of a property and, incidentally, a resident’s belongings. They are visible to the engineer who took them and to Haven administrators, and are not shown in the customer portal.
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LEGAL REVIEW REQUIRED — the lawful basis for holding photographs of a tenanted property, what tenants must be told, and how long the images are kept.
09Tenant data
Where an agent or landlord gives us a tenant contact, the basis on which we hold and use it, and what the tenant can ask of us directly.
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10Complaints
How to complain to us, and the right to complain to the Information Commissioner.
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BUSINESS INFORMATION REQUIRED — the ICO registration number, and confirmation of the address complaints should be sent to if it is not the registered office.
DOCUMENT STATUS: DRAFT · NOT APPROVED FOR PUBLICATION
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