Privacy Policy

How APN Boilers Uses and Protects Your Personal Information

This Privacy Policy explains how APN Home Limited, trading through the APN Boilers website, collects, uses, stores and shares personal information.

APN Boilers is operated by APN Home Limited. For data protection purposes, APN Home Limited is the organisation responsible for deciding how personal information collected through this website is used.

This policy applies when you:

Visit the APN Boilers website
Submit a boiler enquiry
Request a quotation or call-back
Book a telephone consultation
Contact us by telephone or email
Upload photographs or documents
Communicate with APN Boilers or an APN Network member

Privacy information should explain why information is collected, how long it is retained and who it may be shared with. It should be provided when the information is collected.

1. Who We Are

APN Boilers is a trading name and online service operated by:

APN Home Limited

Tel: 0370 042 2021
Email: info@apnhome.co.uk

Questions concerning this Privacy Policy or the use of your personal information should be sent using the contact details above.

2. Information We May Collect

We may collect information that you provide directly through our forms, booking system, emails, telephone calls or other communications.

This may include:

Your name
Email address
Telephone number
Property address or postcode
Property type
Details of your existing boiler or heating system
The boiler service you require
Your preferred contact arrangements
Information about boiler faults or breakdowns
Photographs, plans, quotations or supporting documents
Details entered into a consultation-booking form
Records of communications with us
Feedback, reviews or complaints

We may also collect technical information when you use the website, including:

Internet Protocol address
Browser and device type
Pages visited
Time spent on the website
Referring website or search engine
Cookie and analytics information
General location derived from technical information

Please avoid supplying sensitive personal information unless it is genuinely necessary for us to handle your enquiry.

3. How We Use Your Information

We may use your information to:

Receive and review your boiler enquiry
Contact you about the service requested
Arrange a telephone consultation
Understand your boiler installation, replacement or repair needs
Identify potentially suitable APN Network members
Share your enquiry with an appropriate installer or service provider
Enable an installer to contact you and provide a quotation
Respond to questions, feedback or complaints
Maintain records of enquiries and introductions
Improve the website and enquiry process
Prevent fraud, misuse and security incidents
Meet legal, regulatory and accounting obligations
Send marketing communications where legally permitted

We will not use personal information for an unrelated purpose without first considering whether that use is lawful and whether further privacy information is required.

4. Our Lawful Bases

Data protection law requires us to have a lawful basis for each way in which we use personal information. The appropriate basis depends on the purpose involved.

We may rely on the following lawful bases:

Consent

We may rely on consent where you actively agree that your enquiry information can be shared with suitable independent members of the APN Network.

Consent may also be used for optional email or text marketing. Marketing consent will be requested separately from permission to process a service enquiry.

You may withdraw consent at any time. Withdrawal will not make earlier lawful processing invalid.

Steps Before Entering into a Contract

We may process your information where you ask us to take steps before a possible contract, such as reviewing an enquiry, arranging contact or helping obtain a quotation.

Legitimate Interests

We may rely on our legitimate interests where it is reasonable and proportionate to do so, including:

Operating and improving APN Boilers
Responding to enquiries
Maintaining business records
Protecting the website and business against misuse
Understanding how users interact with the website
Managing relationships with APN Network members

Where we rely on legitimate interests, we consider the effect on your rights and reasonable expectations.

Legal Obligation

We may process information where necessary to comply with a legal, regulatory, tax, accounting or law-enforcement obligation.

5. Sharing Enquiries with the APN Network

The purpose of APN Boilers is to help users explore boiler services and, where appropriate, connect them with suitable local professionals.

When you submit an enquiry and tick the relevant confirmation box, APN Home Limited may share relevant information with one or more independent members of the APN Network.

Recipients may include:

Boiler installers
Heating engineers
Gas engineers
Oil-heating specialists
Electrical heating professionals
Boiler repair businesses
Heating contractors
Suppliers or other relevant service providers

Information shared may include:

Your name
Telephone number
Email address
Postcode or property address
Details of the service requested
Information about your boiler and heating system
Photographs or documents supplied with the enquiry
Your preferred contact method

We will aim to share only the information reasonably required to assess and respond to your enquiry.

An APN Network member receiving your information will normally operate as an independent business and may become a separate data controller for its own use of that information. It should provide its own privacy information where required.

Sharing personal information with another independent organisation counts as data sharing, and a lawful basis must be identified before sharing begins.

6. Independent APN Network Members

APN Network members are generally independent businesses rather than employees of APN Home Limited.

They are responsible for their own:

Data protection compliance
Communications with you
Quotations and appointments
Record keeping
Marketing activity
Privacy notices
Data security
Retention and deletion practices

Once an independent member has received your details, requests concerning its use of your information may need to be directed to that business as well as APN Home Limited.

7. Service Providers

We may use external organisations to help operate the website and manage enquiries.

These may include providers of:

Website hosting
Email services
Online forms
Customer relationship management systems
Appointment booking systems
Website analytics
Cloud storage
Information technology support
Accounting and professional services

These providers may process information on our behalf and should only use it in accordance with our instructions, their contractual responsibilities and applicable data protection law.

8. Calendly and Appointment Bookings

Where you use an embedded or linked booking service such as Calendly, the information entered may also be processed by the booking-service provider under its own privacy terms.

This may include your name, email address, telephone number, appointment time and any information entered into the booking form.

You should review the provider’s privacy information before completing a booking.

9. Direct Marketing

Submitting a boiler enquiry does not automatically mean that you have agreed to receive unrelated advertising.

We may contact you about the specific service you requested. This is different from sending general promotional marketing.

Where consent is legally required for marketing by email, text or another electronic method, we will seek it separately. You may unsubscribe from marketing communications at any time.

The ICO states that organisations must clearly explain intended marketing use and any sharing for marketing purposes. Service-enquiry sharing should not be confused with consent to unrelated marketing.

10. Cookies and Website Analytics

The website may use cookies and similar technologies to:

Operate essential website functions
Remember user preferences
Measure website traffic
Understand how visitors use the website
Improve performance and content
Support advertising or conversion measurement

Non-essential cookies should not be placed until the appropriate permission has been obtained where consent is required.

Further details should be provided in our separate Cookie Policy and cookie-preference tool.

11. How Long We Keep Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and for any relevant legal, accounting or dispute-resolution requirements.

As an initial policy, we propose the following retention periods:

Unsuccessful or uncompleted enquiries: up to 24 months
Enquiries resulting in an introduction: up to six years from the last meaningful activity
Complaints and disputes: up to six years after resolution
Financial and accounting records: as required by applicable law
Marketing records: until consent is withdrawn or the information is no longer required
Cookie and analytics data: according to the periods stated in the Cookie Policy

Information may be retained for longer where a dispute, legal claim, fraud concern or regulatory requirement makes this necessary.

These retention periods should be checked against the systems APN Home Limited actually uses before publishing.

12. Data Security

We take reasonable organisational and technical measures to protect personal information against:

Unauthorised access
Accidental loss
Inappropriate disclosure
Alteration
Destruction
Misuse

Access should be limited to people and organisations that require the information for legitimate business purposes.

No internet-based system is completely secure, and we cannot guarantee absolute security when information is transmitted electronically.

13. International Transfers

Some technology, hosting, booking, email or analytics providers may store or process personal information outside the United Kingdom.

Where this occurs, we will take reasonable steps to ensure that an appropriate legal safeguard is in place, such as:

A UK adequacy regulation
An approved contractual safeguard
The UK International Data Transfer Agreement
The UK Addendum to approved standard contractual clauses

The exact wording of this section should be checked against the providers actually used by APN Home Limited.

14. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

Be informed about how your information is used
Request access to personal information held about you
Ask for inaccurate information to be corrected
Ask for incomplete information to be completed
Request deletion of your information
Request restriction of processing
Object to particular uses of your information
Request transfer of information in a portable format
Withdraw consent where processing is based on consent
Complain to the Information Commissioner’s Office

Not every right applies in every situation, and legal exemptions may apply. The UK GDPR recognises rights including access, rectification, erasure, restriction and objection.

To exercise a right, contact:

Tel: 0370 042 2021
Email: info@apnhome.co.uk

We may need to request proof of identity before acting on a request.

15. Complaints

Please contact APN Home Limited first if you have concerns about how your personal information has been handled.

You also have the right to complain to the UK supervisory authority:

Information Commissioner’s Office

The current contact and complaint details are available through the ICO’s official website.

16. Links to Other Websites

The APN Boilers website may contain links to manufacturers, installers, booking systems, local authorities and other external organisations.

We are not responsible for the privacy practices or content of external websites. You should review their privacy notices before providing personal information.

17. Children’s Information

APN Boilers is intended for adults seeking boiler and property-related services.

We do not knowingly seek enquiries directly from children. Anyone under 18 should ask a parent, guardian or responsible adult to submit an enquiry on their behalf.

18. Changes to This Policy

We may update this Privacy Policy to reflect changes in:

The APN Boilers service
The APN Network
Technology providers
Our data-handling practices
Legal or regulatory requirements

The latest version will be published on this page.

Last updated: 15 July 2026