Privacy notice

Who we are and who this covers

MARRS Domestics Limited is responsible for the personal information it uses to run its business. This notice covers customers, tenants and other occupiers, landlords, letting and managing agents, suppliers and other business contacts who use our website, portal or services, or communicate with us through ServiceM8, email, telephone or SMS.

Contact us about privacy or your information at service@marrsdomestics.co.uk, on 02476 469680, or at Unit 41 Lythalls Lane Industrial Estate, Coventry, CV6 6FL.

Information we collect and where it comes from

We receive information directly from you and from people arranging work, such as your landlord, letting agent, managing agent or another authorised contact. We also record information supplied by our staff, engineers and service providers while managing a job.

• Names, contact details, business details, property and service addresses, and billing contacts.
• Work orders, access instructions, appointment choices, fault descriptions, appliance make, model, serial number, condition and relevant history.
• Photographs, videos, completed forms, reports, correspondence and job notes.
• Quotes, invoices, payment status, purchases, authorisations and service records.
• Portal account and permission information, technical and security logs, and records of when job links are opened or forms completed.

Please provide only information relevant to the job. Avoid including identification documents, payment-card details, unrelated personal information or images of people in work orders, fault descriptions or photographs. Tell us if information supplied by someone else is incorrect.

Why we use information and our lawful bases

Under UK data-protection law, we rely on the following bases, depending on the activity:

• Contract: providing quotes and carrying out services you request or purchase, arranging appointments, communicating about the work and managing payments.
• Legitimate interests: organising work commissioned by agents or landlords, coordinating access with occupiers, maintaining service records, processing documents and fault information with AI, managing supplier and business relationships, preventing misuse and improving the accuracy and efficiency of our service. Our interests are in running an effective appliance service while taking account of your rights and expectations.
• Legal obligations: keeping records required for tax, accounting and other applicable duties, and responding to lawful requests.
• Consent: where required for optional marketing or non-essential cookies. Service messages about a job are separate from marketing.

Contact and job details are needed to arrange and carry out work. If essential information is missing, we may need to contact you or be unable to progress the job. Contact us if you cannot provide a requested photo or use an online form.

How we use AI

We use AI to help display the right questions and options for your repair. AI reads work orders, appliance photos and fault information.

Our portal uses OpenAI’s API for these tasks:

• Reading work orders: the uploaded document or image is sent for extraction of job information. It may include names, addresses, telephone numbers and email addresses. Personal data is therefore processed during this step.
• Reading appliance labels: the rating-plate photo is processed to extract the make, model and serial number for you or our staff to check.
• Processing fault information: appliance details, fault descriptions, relevant answers and label images may be analysed to suggest possible causes, estimate age where evidence permits and help our staff consider a diagnostic visit, a repair quote or replacement. Technical information may be checked against online sources.

The fault-analysis input excludes structured customer names, contact details and property addresses. However, free text and images can still contain personal information. Technical searches are instructed to use appliance and fault information, not customer contact details, addresses or serial numbers.

AI can make mistakes. Extracted information needs checking and assessment results are provisional. Staff remain responsible for repair, quotation and replacement decisions; AI does not make a final decision about these for you. Appointment availability and automatic booking confirmation use diary and scheduling rules.

We use this processing for job administration and service delivery, not to sell personal information or build advertising profiles. OpenAI states that API data is not used to train its models by default. Our requests disable response storage, but this does not mean zero retention: OpenAI may retain abuse-monitoring logs for up to 30 days by default, or longer where legally required. See OpenAI’s API data controls. Please contact us if you have concerns or want to discuss another way of supplying information.

Who receives information

Information is available to MARRS personnel and service providers who need it for the relevant work. We may share job progress, reports, quotes and invoices with the customer or agent commissioning the work, and relevant details with engineers, delivery partners, suppliers, warranty providers or professional advisers. We may disclose information when required by law.

Our technology providers include ServiceM8 for job management, diaries and communications; Supabase for portal sign-in and database services; Cloudflare and our Sites hosting service for hosting and file storage; and OpenAI for the AI processing described above. When staff use address autocomplete, the address text entered is sent to Google Maps to find matching UK addresses and postcodes. Payment and website providers process information needed for their respective services. Providers may also process limited information for their own security, billing or legal purposes under their own notices.

We do not sell your personal information.

Storage, international processing and retention

Information is held in our business systems and those of our providers. Some providers operate internationally, so information may be processed outside the UK. UK data-protection rules require an applicable transfer arrangement, such as adequacy regulations or approved contractual safeguards where necessary. Contact us for information about the arrangements applicable to your data.

We keep information for as long as it is needed for the purpose for which it was collected. We consider completion of the job, ongoing customer and supplier relationships, warranty and service needs, complaints and disputes, and legal record-keeping requirements. Different records may need different retention periods. Expiry or withdrawal of a portal link stops access through that link; it does not itself delete the underlying job records. Contact us to request deletion or ask about a particular record.

Access controls, private storage and restricted job links are used to protect portal information. Keep your sign-in and private job links confidential and tell us promptly if you believe someone has accessed them without permission.

Cookies, link activity and communications

The portal uses sign-in and session technology needed to operate your account. We record successful opens of fault-information and booking links, their timestamps and repeat visits, together with form and booking events, to follow up on jobs. An open does not prove who opened the link or that they read it. Website cookie choices, where offered, control optional cookies separately.

We send service communications to arrange work, request information, confirm bookings and provide relevant updates. Tell us if contact details are wrong or you need another contact method. Optional marketing, where used, has a separate choice and can be stopped without stopping essential job communications.

Your rights, including your right to object

You may ask to access or correct your information, request deletion or restriction, or request a portable copy where the law provides that right. You may object to processing based on legitimate interests, including the AI processing described here. We will consider your circumstances and explain the outcome. You can object to direct marketing at any time. Where we rely on consent, you can withdraw it without affecting earlier lawful processing.

Contact service@marrsdomestics.co.uk to exercise a right. We may need to verify your identity. Rights have legal conditions and exceptions; we will explain if a request cannot be met in full. You can also complain to the Information Commissioner’s Office (ICO).

Changes to this notice

We will update this notice when our processing changes and provide further information where required. The date above shows when it was last revised.