Privacy notice
How Top Home Improvements Ltd uses your personal data.
Who we are
Top Home Improvements Ltd, trading as Top Home Improvements. Registered in England and Wales, company number 14266220. Registered office: 12 Pinxton Lane, Kirkby-in-Ashfield, Nottingham NG17 8LT. Telephone: 0800 772 3430. Email: info@top-home-improvements.co.uk.
Top Home Improvements Ltd is the controller of the personal data described here. To ask about your data, contact us using the details above, or write to us at our registered office.
What we collect
- From our enquiry forms: your name, postcode, contact details, how you’d like us to contact you, and your answers about your property.
- Photographs or documents, only if you choose to send them. Please don’t send anything showing bank details, card numbers or ID, and cover account numbers on any bill. We remove location data from JPEG, PNG and WebP photos; other files, such as HEIC photos and PDFs, are kept as you sent them.
- Where you came from: if you accept analytics cookies, the first page you landed on and any campaign tags in the link. This doesn’t include your personal details.
- Website assistant chats: what you type and the assistant’s replies, and any name, postcode, phone number or email address you give it so we can get back to you.
- Anything you tell us by phone or email when we reply.
- Technical data: like any website, our hosting provider records IP addresses and the pages requested in its server logs. To block spam, our forms also keep a scrambled (hashed) copy of your IP address for an hour.
We don’t ask for your date of birth, bank details, income or health information on this website.
What we use it for, and why we’re allowed to
| What | Why | Lawful basis |
|---|---|---|
| Replying to your enquiry | To answer the question you asked and arrange a survey or quotation if you want one | Steps you’ve asked us to take before a contract |
| Running a job | Surveys, quotations, the work itself and aftercare | Contract, and legal obligation for tax and accounting records |
| Photographs and documents you send | Understanding your property before we visit | Steps you’ve asked us to take before a contract |
| Answering questions in the website assistant | Finding the closest pre-written answer to what you type, sometimes with help from an external AI service | Legitimate interests (helping you find information quickly) |
| Keeping website assistant chats | Letting our team read assistant chats, and follow up if you ask to speak to someone | Legitimate interests (following up when you ask us to) |
| Remembering the page you first landed on | Seeing which pages and adverts lead to enquiries, only if you accept analytics or advertising cookies | Consent |
| Keeping the website safe | Blocking spam and misuse of our forms | Legitimate interests |
| Marketing | Offers by email, text or WhatsApp, only if you tick a box to say yes | Consent |
What you need to give us
We need your name, postcode and a way to contact you to reply to an enquiry. Everything else is optional.
Who we share it with
Your enquiry is stored by our website hosting provider and sent to our team by our email provider. These suppliers act only on our instructions. If you go ahead with work, we may also share what’s needed with subcontractors who attend your home, and with warranty or certification bodies where the work requires it. We don’t sell your data. You can ask us for the names of our suppliers.
Our website assistant
The assistant is automated and answers from pre-written text. It runs in your browser. We keep the chat for 30 days so our team can read it, and follow up if you asked us to. After that it’s deleted. Phone numbers and email addresses typed into messages are masked in the saved copy, and any name or contact details you give the assistant are saved with it. If you ask to speak to someone, we email our team about your chat.
When you type a question the pre-written answers don’t cover, the assistant may send that one question to an external AI service, which may process it outside the UK, so it can choose the closest pre-written answer. Before it’s sent, our website removes the personal details it can recognise, such as names, phone numbers, email addresses, postcodes, street addresses, and card and bank numbers. The AI service doesn’t receive the rest of the chat, and its own words are never shown to you. Apart from the chat itself, described above, we keep only a count of these requests, not what you typed.
Please don’t type personal details into the assistant. If you’d rather nothing is sent to the AI service, use our forms, phone or email instead. They don’t involve it.
Data outside the UK
Our website hosting and email providers may store data in the European Union as well as the UK. UK law recognises the EU as giving personal data adequate protection.
The assistant’s AI service is run by a company outside the UK. We don’t intend to send it any personal data: it receives only the one question, with the personal details we can recognise removed, which is why we ask you not to type any. You can ask us for more detail about any of our suppliers and where they are based.
How long we keep it
| Data | How long |
|---|---|
| Enquiries that don’t lead to work, with any photos or documents | 12 months after you send them, then deleted from the website and our inbox. Copies in our website backups are deleted within 30 days after that |
| Website assistant chats | 30 days after the chat starts, then deleted from the website. Copies in our website backups are deleted within 30 days after that |
| Quotations that don’t go ahead | 2 years from the quotation |
| Jobs we carry out | 6 years after completion, for legal, tax and guarantee reasons |
| Marketing consent records | While we rely on your consent, then 6 years |
| Requests to stop marketing | Kept so we can respect your request |
Your rights
You can ask for a copy of your data, and ask us to correct it, delete it, restrict our use of it or move it to someone else. You can object to how we use it, and you can say no to marketing at any time. Where we rely on consent, you can withdraw it at any time. We’ll reply within one month, and we don’t normally charge.
How to complain
Please tell us first, using the details above. We’ll acknowledge your complaint within 30 days and tell you the outcome. You can also complain to the Information Commissioner’s Office.
Marketing
Marketing is separate and optional, and your enquiry doesn’t depend on it. Every marketing message tells you how to stop them.
Cookies
Non-essential cookies are only set if you say yes. See the cookie notice.
Automated decisions
We don’t make decisions about you by automated means alone. A person reads every enquiry.
Version
Version 2026-11-live-5, dated 7 November 2026.