Privacy and AI-assisted enquiry data use
This notice explains the current guided assistant and how personal information may be handled when connected forms and AI processing launch.
The assistant has a secure endpoint ready for limited AI processing, but the external connection remains inactive until a private server key is configured. When you create a summary, the site endpoint receives only the service category, town, property type, timing and two selected answers. It excludes the postcode, summary reference and contact details and does not store the request. The contact handoff keeps name and contact choices in the browser and places them into a draft in your own email application; nothing is sent until you send it. The legal business name, postal address and final lead-receiving provider must be added before automatic forms launch.
1. Who is responsible for your information?
Guildford Plumbers is responsible for personal information collected through this website. Privacy requests can be made through the contact page, by emailing info@guildfordplumbers.co.uk or by calling 020 3488 1404.
2. What information may be collected?
The contact form and assistant may collect your name, phone number or email address, town or postcode, service required, description of the problem, safety and urgency answers, preferred contact details, consent record and the page or service that led to the enquiry.
Basic technical information may also be recorded for security and reliability, such as date and time, browser type, device type, IP address, consent status and error logs. Do not submit payment-card details, bank information, passwords, medical information or unnecessary information about another person.
3. How the information is used
Information is used to assess and respond to an enquiry, check service-area coverage, identify the relevant service route, prepare for a call or visit, provide general safety-first guidance, produce a quote, deliver agreed work, maintain service and guarantee records, prevent misuse and comply with legal obligations.
Contact details are not used for marketing unless a separate, optional marketing choice is provided and selected.
4. How AI is used
The assistant always uses fixed, service-specific rules for its safety gate, follow-up questions, service route and fallback reminders. Its server endpoint is prepared to use OpenAI only for optional wording after the structured questions. When activated, the request will use the provider's non-storage setting and will include only the service category, town, property type, timing and two selected answers. It will not include the postcode, summary reference, name, phone number or email address.
AI may summarise the structured selections and produce general reminders. It does not choose the canonical service route, diagnose the cause of a fault, provide a final quote, decide whether work will be accepted or replace emergency action. A person should confirm the service route, scope, price and any work. If AI is unavailable, the fixed result and reminders remain available.
If an answer indicates immediate danger, the normal assistant journey should stop and direct the user to an appropriate emergency contact. Users can skip the assistant and contact Guildford Plumbers directly.
5. Lawful reasons for using information
Information may be used to take steps requested before entering a service contract, to perform an agreed contract, to meet legal obligations and for legitimate interests such as responding to enquiries, operating the service securely and improving enquiry routing. Consent is used where the law requires it and can be withdrawn for future processing.
6. Who may receive the information?
Information may be shared only where necessary with authorised Guildford Plumbers personnel and suppliers that support website hosting, forms, communications, CRM, analytics and AI processing. Suppliers must be limited to the agreed purpose and appropriate data-protection terms. Information may also be disclosed when required by law or to protect people, property or legal rights.
7. International processing
Some technology providers may process information outside the United Kingdom. Where this happens, an approved transfer mechanism and appropriate safeguards should be used.
8. How long information is kept
The current assistant does not create a stored website session or save its AI request. Contact details entered into the handoff form remain in the browser and are used only to prepare an email draft. An email summary is retained by the sender's and recipient's email services according to their settings after the user chooses to send it.
- Assistant sessions that do not become an enquiry: deleted or anonymised within 90 days.
- Contact enquiries and related correspondence: normally retained for up to 24 months after the last active contact.
- Contract, payment, guarantee, tax and legal records: retained for the period required by the relevant obligation or legal claim.
- Security logs: retained only for the period reasonably needed to investigate misuse and protect the service.
Information should be deleted or anonymised earlier when it is no longer required.
9. Your rights
Depending on the circumstances, you may ask for access to your personal information, correction, deletion, restriction, portability or objection to certain uses. You may also withdraw consent where processing relies on consent. Identity may need to be verified before a request is completed.
10. Cookies and analytics
Essential storage may be used to operate security and form functions. Non-essential analytics or advertising cookies should not be activated until the user has been given an appropriate choice. Free-text assistant answers should not be sent to analytics tools.
11. Complaints and changes
Raise a privacy concern through the contact page or the phone number above. You may also complain to the UK Information Commissioner's Office. This notice should be updated when the connected form, AI provider, CRM, retention settings or business contact details change.
Last updated: 24 August 2026.