Damp, Mould & Leak Investigations  ·  0800 054 1524  ·  WhatsApp Us  ·  London & Surrey

Privacy Policy

Last updated: 18 October 2026

Who we are

Damp - Mould - Leak Detection Ltd (“DML”, “we”, “us”) is a company registered in England & Wales, company number 16310132. Our registered office is 45 Fitzroy Street, 4th Floor, Silverstream House, London W1T 6EB. Our website is https://dampmouldleak.co.uk.

We are the data controller for the personal data described in this policy. You can contact us about privacy at info@dampmouldleak.co.uk, by phone on 0800 054 1524, or by post at the address above.

What this policy covers

This policy explains how we collect and use personal data when you visit our website, contact us by phone, email, web form or WhatsApp, book or receive a survey or repair, or interact with our business pages on Google, Facebook, Instagram, Checkatrade and similar platforms. We process personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information we collect

  • Contact details: your name, phone number, email address and property address when you enquire, book or are referred to us.
  • Enquiry and job details: what you tell us about the damp, mould or leak problem, photos or videos you send us, survey findings, reports, quotes and invoices.
  • Messages: the content of emails, web-form submissions, SMS and WhatsApp messages you exchange with us, together with the time they were sent.
  • Call information: the number you call from, the time and length of the call. Calls to our 0800 number may be recorded for training and quality purposes; you will be told if a call is being recorded.
  • Website and advertising data: pages visited, device and browser type, approximate location and the advert or search that brought you to us (see “Cookies and analytics”).
  • Insurance and tenancy information: where you ask us to prepare an insurance, landlord or housing-association report, the details needed for that report (claim reference, policy details, property manager or insurer contact).

We do not ask for, and ask you not to send us, payment card numbers by email, SMS or WhatsApp. Payments are taken by bank transfer or through a secure payment provider.

How we use your information and our lawful basis

  • To respond to your enquiry and provide quotes, lawful basis: taking steps at your request before entering a contract.
  • To carry out surveys, leak detection, reports and repairs, and to invoice you, lawful basis: performance of a contract.
  • To keep a record of the work done and messages exchanged, lawful basis: legitimate interests (running our business, dealing with queries and complaints) and legal obligations (accounting and tax records).
  • To prepare reports for your insurer, landlord or managing agent at your request, lawful basis: performance of a contract and your consent where you ask us to share information with a third party.
  • To follow up after a job and ask for a review, lawful basis: legitimate interests. You can ask us to stop at any time.
  • To measure and improve our website and advertising, lawful basis: consent for non-essential cookies; legitimate interests for aggregated, non-identifying statistics.
  • To protect our business (fraud prevention, security of our systems and defending legal claims) lawful basis: legitimate interests.

We do not sell personal data and we do not use it for automated decisions that have a legal or similarly significant effect on you.

WhatsApp and Meta platforms

You can contact us on WhatsApp at 07733 019492. We use the WhatsApp Business App and the WhatsApp Business Platform (Cloud API), both provided by Meta Platforms Ireland Limited, to receive and reply to customer messages, send quotes, reports and appointment confirmations, and receive photos of the problem at your property.

  • When you message us on WhatsApp we receive your WhatsApp profile name, phone number and the content of your messages, including any photos, videos or documents you send.
  • Messages are stored on our business systems so that our team can see the history of your enquiry and job. They are kept for the periods set out under “How long we keep your data”.
  • We only send WhatsApp messages to people who have contacted us first, given us their number for the purpose of a job, or opted in to receive them. We do not send marketing broadcasts on WhatsApp. You can stop WhatsApp messages at any time by telling us or by blocking our number.
  • WhatsApp messages are end-to-end encrypted in transit. Meta processes the data needed to deliver messages in accordance with the WhatsApp Business Data Processing Terms and the WhatsApp Privacy Policy.
  • Our Facebook and Instagram pages are provided by Meta. If you contact us through those pages, message us on Messenger or interact with our posts or adverts, Meta also processes that data under its own Privacy Policy. Where Meta provides us with page or advert insights we are joint controllers with Meta for that insights data; Meta’s responsibilities are set out in its Page Insights Controller Addendum.

Who we share your data with

We share personal data only where needed to provide our service or run our business:

  • Our engineers and surveyors, who need your name, address, phone number and job details to attend your property.
  • Your insurer, landlord, letting agent, managing agent or housing association, only where you ask us to send them a report or quote, or where they instructed the work.
  • Service providers who process data on our behalf under contract: our website host GoDaddy and our email hosting provider, WhatsApp/Meta (messaging), Google (Workspace, Ads, Business Profile, Local Services Ads), Microsoft (Advertising), our telephone and call-handling providers, accounting and invoicing software, and Checkatrade, Trustpilot and similar review platforms where you choose to leave a review.
  • Professional advisers, insurers, regulators and law enforcement where required by law or to protect our legal rights.

Some of these providers store data outside the UK (for example in the EU or United States). Where they do, transfers are protected by the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, UK adequacy regulations, or the UK Extension to the EU and US Data Privacy Framework.

Cookies and analytics

Essential cookies. Our website uses essential cookies that make the site work: the security token used by our enquiry form and a cookie called dml_consent that remembers your cookie choice for 12 months.

Hosting performance measurement (GoDaddy), switched off on 18 October 2026. Our website is hosted by GoDaddy. Until 18 October 2026 GoDaddy inserted its own “Real User Metrics” performance-measurement script into pages served from its web hosting (loaded from img1.wsimg.com and reporting to csp.secureserver.net), which set three cookies on our domain: _scc_session, _tccl_visit and _tccl_visitor. That script was outside the control of our cookie banner. On 18 October 2026 we opted this hosting account out of the programme and confirmed in fresh browser sessions that the script, its requests and its cookies are no longer present on our pages. If you visited before that date, a _tccl_visitor cookie may still sit in your browser for up to 12 months; nothing on our site loads it any more and you can delete it in your browser settings. GoDaddy’s handling of data it collected is described in the GoDaddy Privacy Policy.

Advertising measurement (only with your consent). Only after you click “Accept” on our cookie banner do we load Google Ads conversion tracking and Microsoft Advertising (UET) tags. These set measurement cookies (for example _gcl_au, _uetsid and _uetvid) and tell us which adverts or searches lead to calls, WhatsApp messages and enquiries so we can measure and improve our advertising. With the same consent we also store the advert click reference (gclid or msclkid) and the page you arrived on in first-party cookies for up to 90 days so that we can see which advert led to your enquiry. Until you accept, no Google or Microsoft tag is loaded and no measurement data is sent to them. You can accept, reject or change your choice at any time using the “Cookie settings” link in the footer of every page; rejecting or withdrawing consent does not stop you using the site, the enquiry form or our phone and WhatsApp links. We do not use Google Analytics.

If you leave a comment on our blog we store the name, email address and content you submit, together with your IP address and browser details to help detect spam. Articles may include embedded content from other websites (for example YouTube videos), which behaves as if you had visited that website.

How long we keep your data

  • Enquiries that do not become a job, up to 24 months from your last contact, so we can pick up where we left off if you come back to us.
  • Job records, reports, quotes, invoices and related messages, 6 years from the end of the financial year in which the work was completed, to meet our accounting, tax, insurance and warranty obligations.
  • Call recordings: up to 12 months.
  • Website analytics: in line with the provider’s retention setting.

After these periods data is deleted or anonymised. You can ask us to delete your data earlier (see “Your rights”).

How we protect your data

Customer data is held on access-controlled business systems and devices with full-disk encryption and PIN or password protection. Access is limited to the DML team members who need it. Our website is served over HTTPS. Messaging with WhatsApp is end-to-end encrypted in transit. We review access regularly and remove it when it is no longer needed.

Your rights

Under UK GDPR you have the right to:

  • ask for a copy of the personal data we hold about you (right of access);
  • ask us to correct inaccurate or incomplete data;
  • ask us to delete your data, where we no longer need it or you withdraw consent;
  • ask us to restrict or object to processing, including any processing based on legitimate interests;
  • ask for your data in a portable format;
  • withdraw consent at any time where we rely on consent (this does not affect processing already carried out).

To exercise any of these rights, email info@dampmouldleak.co.uk or write to us at the address above. We will respond within one month. We may ask you to confirm your identity first. If you are a WhatsApp user, you can also ask us to delete your message history with us and we will do so unless we need to keep it for a legal or contractual reason, in which case we will tell you.

If you are unhappy with how we have handled your data you can complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint, helpline 0303 123 1113. We would appreciate the chance to resolve your concern first.

Children

Our services are for adults who own, rent or manage property. We do not knowingly collect personal data from anyone under 18.

Changes to this policy

We will update this page when our practices or the law change. The date at the top shows when it was last revised.

Contact

Damp - Mould - Leak Detection Ltd
45 Fitzroy Street, 4th Floor, Silverstream House, London W1T 6EB
Email: info@dampmouldleak.co.uk
Phone: 0800 054 1524 · WhatsApp: 07733 019492

Last reviewed: 27 October 2026. Independent investigation and written reports. Repairs are quoted separately.