Last updated: November 2026
This policy explains how Underpinning Liverpool (“we”, “us”) collects and uses personal information when you visit underpinningliverpool.co.uk, call us, email us or use our enquiry form. We are the controller of that information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you have questions about this policy, email [email protected].
What information do we collect?
When you fill in our form, email or call us, we may collect:
- your name, phone number and email address;
- the address or area of the property;
- details of the problem, such as where cracks are, how they have changed and the type of work you are asking about;
- photos you send, for example of cracks, walls, floors or the outside of the house;
- whether an insurer, buyer, lender or neighbour is involved, and any reference numbers or reports you choose to share with us;
- notes from our conversations, visits, quotes and work carried out.
Photos may show parts of your home or neighbouring properties. Please avoid sending images that show people where you can.
When you browse the website, basic technical information such as your IP address, browser type and pages visited may be processed by our hosting provider to run and secure the site. If you agree to analytics cookies, we also collect information about how the site is used (see below).
How do we use your information?
- to respond to your enquiry and call you back;
- to arrange a visit, recommend any investigation, prepare a quote and carry out the work;
- to deal with Building Control notices and, where relevant, party wall matters for your job;
- to keep records of the work and of correspondence;
- to deal with questions or complaints after a job;
- to understand how the website is used and improve it, where you have consented to analytics;
- to meet legal, tax and accounting obligations.
We do not sell your information, and we do not use it for unrelated marketing.
What is our lawful basis?
- Contract: where we need your information to respond to a request for a quote or to carry out work you have asked for.
- Legitimate interests: to keep sensible business records, protect the website and handle follow-up questions, where this does not override your rights.
- Legal obligation: where we must keep records for tax, Building Regulations or other legal reasons.
- Consent: for analytics cookies. You can withdraw consent at any time.
Who do we share it with?
Structural repairs involve other professionals, so we may share the details needed for your job with:
- the chartered structural engineer who inspects the property and designs the repair, and any firm carrying out investigation such as soil testing or a CCTV drain survey;
- Building Control (the local council or a registered building control approver) when notices or applications are needed;
- party wall surveyors, where the Party Wall etc. Act 1996 applies;
- your insurer, loss adjuster or their engineer, only where you ask us to or where you have told us they are managing the claim.
We also use service providers who process data on our behalf, such as our website hosting, email and telephone providers and, where you consent, an analytics provider. They may only use your information to provide their service to us. Some providers may store data outside the UK; where they do, we rely on appropriate safeguards recognised under UK law.
We may disclose information where the law requires it, or to protect our legal rights.
How long do we keep it?
If you contact us but do not go ahead, we keep your enquiry details for up to 12 months and then delete them. If we carry out work, we keep records of the job, the engineer’s design we worked to, quotes and correspondence for up to 6 years after completion, to answer questions about the work (for example from a future buyer’s solicitor, with your agreement) and to meet accounting requirements. Photos are kept for the same period as the job record they relate to.
Cookies and analytics
The website uses cookies that are strictly necessary for it to work. We only use analytics cookies, which help us see which pages are visited and how people find the site, if you agree to them through the cookie banner. You can change your choice at any time by clearing cookies in your browser and revisiting the site.
What are your rights?
Under UK GDPR you have the right to:
- ask for a copy of the personal information we hold about you;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information, where we no longer have a reason to keep it;
- ask us to restrict or stop using your information in some circumstances;
- object to processing based on legitimate interests;
- withdraw consent at any time, where we rely on consent;
- ask for your information in a portable format, where this applies.
To use any of these rights, email [email protected]. We will respond within one month.
How do we protect your information?
We take reasonable steps to keep your information secure, including limiting access to people who need it for your job and using reputable providers for hosting and email.
How can you complain?
If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection, at ico.org.uk or on 0303 123 1113.
Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed.