Privacy Notice
This notice explains how Ace Rapid Response may collect, use, share and retain personal information for enquiries, bookings, careers applications, newsletters, cookies, analytics and service notifications.
Quick summary
1. About this privacy notice
This privacy notice explains how Ace Rapid Response may collect, use, store and share personal information when you use this website, contact us, request services, apply for work opportunities, subscribe to updates or otherwise interact with the business.
This notice applies to customers, prospective customers, landlords, managing agents, commercial contacts, website visitors, job applicants, subcontractor applicants, freelance partners and independent operatives who submit information through the website or related communication channels.
This notice does not form part of any contract for services, employment, subcontracting or freelance work. Separate terms, booking confirmations, contractor agreements or customer agreements may also apply.
2. Who is responsible for your personal information
Ace Rapid Response is responsible for deciding how personal information submitted through this website is used, unless another party is clearly identified as the controller for a specific service or arrangement.
For privacy questions, data protection requests or concerns about how your information is handled, you can contact us using the details at the bottom of this page.
We have not appointed a formal Data Protection Officer unless stated otherwise, but privacy enquiries can be sent to the business contact email.
3. Personal information we may collect
Depending on how you use the website or contact the business, we may collect different types of personal information.
- Identity details, such as your name, business name or applicant name.
- Contact details, such as email address, telephone number and postal address.
- Property and job details, such as postcode, service address, property type, access information, reported issue, photos, messages and job notes.
- Enquiry and communication records, such as form submissions, emails, telephone notes, messages, complaint details and follow-up correspondence.
- Booking and service information, such as requested service, urgency, attendance details, estimates, invoices, payment status and customer instructions.
- Careers and applicant information, such as work history, trade, qualifications, right-to-work information, driving licence status, own vehicle/tools, public liability insurance details, DBS status, accreditation details and availability.
- CV or document information submitted with a careers application, including the private storage path, original file name, file size and file type.
- Newsletter information, such as email address, optional name, consent status, signup source and unsubscribe status.
- Technical information, such as IP address, device type, browser type, pages visited, form security checks, cookies, localStorage values and analytics events where enabled.
4. Special category and criminal offence information
We do not usually need special category information such as health information, ethnicity, religious beliefs, political opinions, trade union membership or biometric data for normal customer enquiries.
For careers, subcontractor or operative applications, we may ask limited questions about DBS status, right to work, qualifications, insurance, safety competence or suitability for certain types of work. Where this information includes sensitive or criminal offence-related information, it should only be requested where relevant and handled with extra care.
Please do not send unnecessary sensitive information through website forms unless it has been specifically requested and is relevant to the enquiry or application.
5. Where we collect information from
We may collect personal information from several sources depending on the situation.
- Directly from you when you submit a website contact, quote or callback form, call, email, message, make a booking, apply for a role or subscribe to updates.
- From someone acting on your behalf, such as a family member, landlord, tenant, managing agent, facilities manager or business colleague.
- From independent operatives, subcontractors, trade partners or suppliers involved in reviewing, arranging or completing work.
- From website and security tools, such as form protection, cookies, localStorage, analytics tools or server logs.
- From public or professional sources where relevant, such as Companies House, trade registers, accreditation registers or public review platforms.
6. What we use personal information for
We may use personal information for the following purposes.
- To store and review contact, quote and callback form submissions so we can respond to enquiries, service requests and messages.
- To assess whether a job is within the service area and whether a suitable operative may be available.
- To coordinate bookings, attendance, estimates, job notes, materials, invoices, follow-up visits and complaints.
- To communicate with customers, landlords, managing agents, commercial contacts, suppliers, subcontractors or independent operatives.
- To send validated enquiries or applications through internal notification tools such as email and Telegram so they can be reviewed.
- To manage careers, subcontractor, freelance partner and independent operative applications.
- To verify qualifications, insurance, trade experience, right-to-work information, DBS status or accreditation details where relevant.
- To keep business, accounting, compliance and service records.
- To improve the website, forms, services, customer experience and local service coverage.
- To send newsletters, promotions or updates where permitted by law and where appropriate consent or another valid basis applies.
- To maintain website security, prevent spam, reduce bot submissions and protect systems from misuse.
- To comply with legal, tax, insurance, regulatory or dispute-resolution requirements.
7. Lawful bases for using information
The lawful basis depends on the purpose for which the information is used.
- Contract or steps before a contract: where we use information to respond to a service request, prepare a quote, arrange work, process a booking or manage a customer relationship.
- Legitimate interests: where we use information to operate the business, respond to enquiries, keep records, manage service quality, prevent fraud, improve the website, deal with complaints or coordinate suitable operatives.
- Legal obligation: where we need to keep records or use information to comply with tax, accounting, regulatory, health and safety, legal or insurance obligations.
- Consent: where we rely on your consent for certain marketing, newsletter signups, non-essential cookies, analytics, tracking technologies or other optional processing.
- Vital interests: in rare circumstances where information may need to be used to protect someone’s life or safety.
8. Careers, subcontractor and operative applications
If you apply for a work opportunity, subcontractor role, freelance partner role or independent operative opportunity, we may use your information to assess suitability, contact you, verify details, keep recruitment records and decide whether to progress your application.
Application information may include your name, contact details, location, work history, trade experience, qualifications, insurance, public liability cover, driving licence, vehicle access, own tools, right-to-work information, DBS status, accreditations and availability.
Where you upload a CV, the file should be stored privately outside PostgreSQL. The database stores limited file metadata and an authenticated admin route controls access.
Submitting an application does not guarantee employment, subcontractor status, freelance work, onboarding or any minimum amount of work.
Where an application progresses, separate onboarding, contractor, freelance or subcontractor terms may apply.
9. Newsletters and marketing
If you sign up to a newsletter, loyalty offer, discount update or promotional mailing list, we may use your email address and optional name to send relevant updates.
Marketing emails will only be sent where permitted by law. This may include consent, an existing customer relationship where the rules allow it, or another valid basis depending on the situation.
You can unsubscribe from marketing emails at any time by using the unsubscribe option in the message or by contacting us.
Service messages, booking updates, application updates and important operational messages are not usually treated as marketing.
10. Cookies, localStorage and tracking technologies
This website may use cookies, localStorage and similar technologies for essential site operation, security, form behaviour, user sessions, saved preferences and user experience.
The website may also use analytics, conversion tracking, marketing tags, pixels or similar technologies where configured.
Non-essential analytics and marketing technologies should not be loaded before consent has been obtained, unless a legal exemption applies.
Cookie preferences may be stored in your browser so the website can remember your choice. More detail should be provided in the Cookie Policy and cookie consent tool.
11. Website security and spam prevention
Website forms may use security tools such as Cloudflare Turnstile or similar technologies to help prevent spam, bot submissions and misuse.
These tools may process technical information such as browser, device, interaction and network information to verify that a submission is likely to be genuine.
Server logs and security records may also be used to monitor site reliability, prevent abuse and investigate suspicious activity.
12. Resend, Telegram and operational notifications
When you submit an enquiry, application or form, details may be sent through internal notification systems so the business can respond quickly.
For example, validated form submissions may be sent by Resend email and Telegram notification to notify the business of a new enquiry, application or subscriber.
Notifications should include only relevant information. Sensitive documents, such as CVs, should not be sent through Telegram where a safer storage and access method is available.
Where third-party processors are used, appropriate care should be taken to limit access and protect personal information.
13. Who we may share information with
We do not sell personal information. We may share information only where necessary for the purposes described in this notice.
- Independent operatives, subcontractors, trade partners or suppliers where needed to assess or carry out a job.
- Email, hosting, database, notification, security, analytics, storage, CRM or website service providers.
- Payment processors, accountants, bookkeepers, insurers, legal advisers or professional advisers.
- Landlords, tenants, managing agents, facilities managers or commercial contacts involved in a job or enquiry.
- Accreditation, qualification, insurance, right-to-work or DBS checking providers where relevant to applications or onboarding.
- Regulators, courts, law enforcement, HMRC, insurers or authorities where legally required or necessary to protect rights.
- A buyer, seller, adviser or successor business if the business is restructured, sold or transferred.
14. International transfers
Some service providers may process or access personal information from outside the UK. Where this happens, appropriate safeguards should be used where required by data protection law.
These safeguards may include adequacy regulations, approved contractual clauses, supplier security measures or other lawful transfer mechanisms.
Further details about international transfer safeguards can be requested using the contact details below.
15. How long information is kept
Personal information should only be kept for as long as reasonably needed for the purpose it was collected, including legal, tax, accounting, insurance, customer service, complaint handling, recruitment and business record purposes.
Customer, invoice and service records may be kept for up to six years where needed for contract, tax, accounting or legal limitation purposes.
Enquiry records that do not become jobs may be kept for a shorter period unless needed for follow-up, complaints, legal reasons or legitimate business purposes.
Careers and applicant records should usually be kept only for a reasonable recruitment or onboarding period unless the applicant consents to longer retention, becomes an active contractor/operative, or the information is needed for legal, insurance or dispute purposes.
Newsletter records may be kept while you remain subscribed and for a reasonable period afterwards to maintain suppression or unsubscribe records.
Cookie preference records may be kept in your browser for the period stated in the cookie tool or Cookie Policy.
16. Your data protection rights
Depending on the circumstances, you may have rights under data protection law.
- The right to be informed about how your personal information is used.
- The right to access personal information held about you.
- The right to ask for inaccurate information to be corrected.
- The right to ask for information to be deleted in certain circumstances.
- The right to restrict processing in certain circumstances.
- The right to object to certain processing, including direct marketing.
- The right to data portability in certain circumstances.
- The right to withdraw consent where processing is based on consent.
- The right to complain to the Information Commissioner’s Office.
17. Exercising your rights
To make a privacy request, contact us using the details at the bottom of this page.
We may need to verify your identity or authority before responding. If you are making a request on behalf of someone else, we may ask for evidence that you are allowed to act for them.
Some rights are subject to legal limits and exemptions. For example, information may need to be retained for legal, tax, insurance, accounting, complaint or dispute reasons even where deletion is requested.
18. Keeping information accurate
Please tell us if your contact details, job details, application information, insurance information, qualification details or marketing preferences change.
Accurate information helps us respond properly, arrange suitable attendance and keep records up to date.
19. Children
This website is not intended for children to submit service enquiries, careers applications or newsletter signups.
If personal information about a child is provided in connection with a property, safety issue or customer enquiry, it should be limited to what is necessary for that specific purpose.
20. Complaints
If you are unhappy with how personal information has been handled, please contact us first so we can try to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office. The ICO website is available at ico.org.uk.
21. Changes to this notice
This privacy notice may be updated from time to time to reflect changes to the website, services, legal requirements, suppliers, cookies, analytics tools, application forms, newsletter features or business operations.
The updated version will be published on this page with a revised date where appropriate.
Privacy contact
Questions about this privacy notice or privacy requests can be sent to hello@acerapidresponse.co.uk. Identity or authority may need to be verified before a request is completed.
Need practical local support?
View the services available across Bexleyheath, South East London, Dartford and nearby parts of Kent, or contact Ace Rapid Response to discuss an enquiry.