Privacy

At The Renewable Contractor Network (RCN) we are committed to ensuring you receive the service you expect and we know how important it is to keep your personal data safe and your privacy is protected every step of the way. The RCN privacy policy has been created to tell you exactly what information we collect from you and how we use it to deliver our services, as well as your rights. Please read this privacy policy and if you have any questions about this policy then please do not hesitate to contact us on 020 3746 6040. From time to time, this page may get updated and if it does, we will let you know.

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Who are we?

The Renewable Contractor Network is a trading name of Sustain Homes Limited and is the data controller and responsible for your personal data. Our full details are:

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Full Name of Legal Entity: Sustain Homes Limited

Registered Office Address: Unit 16 Paramount Industrial Estate, Sandown Road, Watford, England, WD24 7XA

Email Address: support@sustainhomes.co.uk

Telephone Number: 0203 746 6040

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The information we collect and hold about you

When you buy or research a product or service through us, we or our partners will collect some of your personal details to make sure we can provide the best possible service to you. The type of information we usually collect are as follows:

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• Name

• Address

• Telephone Number

• Email Address

• Whether you are a landlord or homeowner

• Your payment details

• IP address for your device

• Response to surveys, competitions and/or promotions.

• Records of your discussions and/or any communications with Sustain or any of our employees

• Mobile app and website usage

• Anti-fraud information

• Advertising and direct marketing communications and preferences

• Your callout record

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How we use this information

We will only use your information when the law allows us to. Be rest assured, we will only use your personal data to deliver the services or plan we are about to, or have asked us to provide in accordance to legitimate interest. Examples of this include:

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Providing our services:

When you are signing up as a new customer, delivering our services and managing your relationship with us.

 

Maintain your records:

This includes payment methods, updating your contact details and call out records.

 

Track, analyse and improve our services:

This includes optimising business processes, training, product and service improvements and assessing which products and services you my be interested in.

 

Contact out about products or services you may be interested:

From time to time, we may market and communicate our products and services from Sustain and our partners where we think these may of interest to you. This may be by direct mail, email or phone call and you can always unsubscribe from receiving these if you want to, by email or phone call.

 

Legitimate interests:

We might use your data to conduct and manage our business and services to allow us to give you the best service and the most secure experience. Before processing your data, we assess any potential impact on you and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have consent or are permitted by law).

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Who we share it with

We may share your personal data with:

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• Any Sustain employee when they need it to do their job.

• Any organisation which supports any of our products or services you use when they need it to deliver their service. This may include:

• Our network of subcontractors

• Our payment processor

• Companies that do advertising and marketing for us (but we don't share identifiable personal data with third parties for their own direct marketing unless you give us permission, and can opt out at any time)

• Anyone you give us permission to share it with

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​We will also share the information to comply with the law, protect the rights, property or safety of us, our Customers or other and to enforce our terms and conditions of the services and/or products that we provide.

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Your Rights

If you wish to exercise your rights below, please contact us by emailing support@sustainhomes.co.uk. If we provide external links on our website please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check the alternate policies before submitting any personal data to the websites You have a right to:

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• Access the personal data we hold about you, or request a copy of it.

• Inform us, and make us correct/complete inaccurate or incomplete data we hold about you.

• Ask us to delete or restrict the processing of your data though for legal reasons we might not always be able to do so.

• Object to us using your data for direct marketing and in certain circumstances 'legitimate interests', research and statistical reasons.

• Request that we transfer your data that we have collected to another organisation, third party, or to you.

• Withdraw any consent you may have previously provided.

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Where we store your data

We will only use your personal data to deliver the services or plan and we do not store your data for longer than is necessary. We may retain your data after your relationship with us has ended in order to keep accurate records for tax, regulatory purposes and to handle any future complaints.

Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

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How to make a complaint

At Sustain, we are dedicated to providing the best possible service and Customer experience. If you think we haven't done the right thing then please let us know as soon as possible so that we can put things right.

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Call our Customer Success Team: 0203 746 6040

Email us at: support@sustainhomes.co.uk

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We take all complaints seriously and we will do our best to put things right in a timely manner. If we need further time to investigate, we will let you know and keep you updated every step of the way.

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How to contact the appropriate authority

If you want to report a complaint or feel that we haven't addressed your privacy concerns to a satisfactory standard then you can contact the UK Information Commissioners office (ICO) on 0303 123 1113.

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Changes to our privacy policy

Any changes made to this privacy policy will be updated on this page, and where appropriate, we will notify you via email.

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Our Cookies Policy

Cookies are text files placed on your computer to collect standard internet log information and website visitor behaviour information. When you visit our website, from mobile or desktop, we may collect information from you automatically through cookies or similar technology.

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Cookies allow us to make improvements to our website and deliver a better, and more personalised service. This includes:

• Estimate our audience size and usage patterns.

• Store information about your personal preferences and allow us to customise our site accordingly.

• Speed up your searches.

• Recognise when you return to our website.

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Our website uses cookies for:

• Functionality - our website uses cookies so that we recognise you on our website and remember your previously selected preferences. These could include what language you prefer and location you are in. A mixture of first and third party cookies will be in use.

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You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of the Website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to the Website. By using the Website you agree to this.

 

For further information, visit allaboutcookies.org

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Marketing and Advertising

We may receive information about you from third parties. This can include information such as your name, postal address, email address, phone number, your geographical location (mobile devices only). The information we receive will be used to present products and services which we believe are relevant and of interest.