Privacy policy

This policy explains how The Solar House (England & Wales) Ltd collects and uses personal information when you visit our website, get in touch with us, or have us install solar panels, battery storage or an EV charger at your home. We have tried to keep it short and clear. If anything is unclear, please ask us.

Who we are

The Solar House (England & Wales) Ltd (“we”, “us”, “our”) is the controller of the personal information described in this policy. This means we decide how and why it is used, and we are responsible for looking after it.

The Solar House (England & Wales) Ltd. Registered in England and Wales, company number 11293967.
Registered office: 11 Penlline Road, Cardiff, CF14 2AA.
We are registered with the Information Commissioner’s Office (ICO).

To contact us about your personal information:
Email: [email protected]
Post: The Solar House, 11 Penlline Road, Cardiff, CF14 2AA
Phone: 029 2271 0022 (Cardiff), 01242 502010 (Cheltenham) or 01225 234333 (Melksham)

What we collect

When you make an enquiry

When you fill in a form on our website, call us or visit a showroom, we collect:

your name, email address and phone number
your postcode and your nearest showroom
the products you are interested in and any message you send us
if you reached our website from an advert or a tracked link, the campaign tags in that link (such as utm_source, utm_campaign or utm_content, or Google and Meta click codes), the page you first landed on and the website that sent you. Our website remembers these tags in your browser for up to 90 days so they can be sent with your enquiry, even if you look at a few pages first.

When you become a customer

To design, install and look after your system, we also collect:

your address and the details of your property and roof
information about your energy use, such as your bills and meter details
photos of your property, for example your roof, fuse board and meter
survey notes, system designs, your contract and our correspondence with you
payment details and records of the payments you make to us

We don’t offer finance and we don’t carry out credit checks.

We don’t ask for sensitive information such as health details. If you choose to tell us something like this, for example so we can plan a visit around your needs, we will only use it for that purpose.

When you use our website

Our own visit statistics. We count visits with our own cookie-free statistics tool. It does not store anything on your device and does not keep your IP address. Our cookie policy explains exactly what it records.
Security and hosting. Our website is hosted by Cloudflare, which also protects it from attacks. Like any web host, Cloudflare processes your IP address and browser details to deliver pages and block harmful traffic.
Google Analytics and the Meta pixel. These only run if you click Accept on our cookie banner. They collect information about how you use our website and help us measure our adverts.
Maps. Our installations map uses Leaflet with map images from Esri and map data from OpenStreetMap. Esri sees your IP address when it sends the map images. It does not set cookies.

Our fonts and most of our videos are hosted on our own website. A few customer video testimonials are played from Mux (mux.com), a video service: when one of those videos loads, Mux sees your IP address. Mux does not set cookies when playing these videos, and no other details are sent to it.

How we use your information and our lawful bases

Data protection law says we must have a lawful basis for each way we use your information. These are the ones we rely on:

Contract. To answer your enquiry, give you a quotation, survey your property, design your system, install it, register it and provide aftercare, warranties and guarantees. This covers steps you ask us to take before a contract as well as the contract itself.
Legal obligation. To notify Building Control, notify the local electricity network operator about your system, keep accounting and tax records, and meet other legal and regulatory duties.
Legitimate interests. To keep our website secure, understand how it is used through our own statistics, learn which adverts and channels lead to enquiries, follow up on quotations, improve our service, and handle complaints and legal claims. We only rely on this when our interests are not outweighed by yours, and you can object at any time.
Consent. To use Google Analytics and the Meta pixel on our website, and to send you marketing where consent is needed. You can withdraw your consent at any time.

Marketing

We will only send you marketing emails or text messages if you have agreed to receive them or, if you are already a customer, about similar products and services to the ones you have bought from us. In that case you will have been given the chance to say no when we collected your details. This follows the Privacy and Electronic Communications Regulations (PECR).

Every marketing message includes a simple way to unsubscribe, and you can also email [email protected] at any time. Unsubscribing won’t affect messages we need to send you about your installation or contract.

Who we share your information with

We never sell your personal information. We share it only where needed, with:

Service providers who work on our behalf

Pipedrive, our customer relationship system, where enquiries and customer records are kept
Resend, which sends us an email alert when a website enquiry arrives
Cloudflare, which hosts and protects our website, stores our own visit statistics and keeps the backup copy of website enquiries and messages
Google, which provides our email, calendars and file storage and, only if you click Accept, Google Analytics
Meta, which runs the Meta pixel, only if you click Accept, to help us measure our Facebook and Instagram adverts
Mux, which plays some of our customer video testimonials

These providers may only use your information to provide their service to us.

Organisations involved in your installation

the insurance-backed guarantee provider that protects your deposit and our workmanship warranty (named in your quotation)
MCS, the Microgeneration Certification Scheme, to register your installation
NICEIC, our competent person scheme, which notifies Building Control about your installation
your local electricity network operator (DNO), to notify or apply for your system’s connection
RECC (the Renewable Energy Consumer Code) or Green Homes Dispute Resolution, for example if you ask them to help with a complaint
equipment manufacturers such as Tesla and GoodWe, to register your product warranties
our partner roofing and scaffolding teams, so they can carry out their part of the work

Others, only when necessary

We may share information with our professional advisers, with the police, regulators or courts where the law requires it, or to establish or defend a legal claim. If our business is ever sold or reorganised, your information may pass to the new owner, who would have to look after it in line with this policy.

International transfers

Some of our service providers, including Pipedrive, Google, Meta, Resend and Cloudflare, may process your information outside the UK. When that happens, we make sure it is protected: either the country is covered by UK adequacy regulations, or the transfer is made under the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses.

How long we keep your information

Enquiries that don’t go ahead: 2 years from our last contact with you.
Customer and installation records: for the life of your guarantees and warranties, plus 6 years.
Backup copy of website enquiries and messages: 12 months. We keep a copy in our own website system in case one doesn’t reach our customer relationship system or our inbox.
Website statistics: 13 months. After that we keep only totals that cannot be linked to any visitor.

When we no longer need your information, we delete it or make it anonymous.

How we keep your information safe

We use secure, access-controlled systems, encrypted connections and sign-in protection on our accounts. Only people who need your information to do their job can see it, and our service providers must protect it too. No system is completely secure, but we take care to keep the risk low and we will act quickly if anything goes wrong.

Your rights

You have the right to:

access the personal information we hold about you and get a copy
correction of anything that is wrong or incomplete
erasure, so we delete your information where there is no good reason to keep it
restriction, so we limit how we use your information, for example while we check it is accurate
object to us using your information on the basis of legitimate interests, and to stop marketing at any time
portability, to receive information you gave us in a format you can pass to another organisation
withdraw consent at any time, where we rely on your consent

To use any of these rights, email [email protected] or write to us at the address above. It is free. We may need to confirm who you are before we act. We will reply within one month, or tell you within that time if we need longer because your request is complex.

Complaints

If you are unhappy with how we have handled your personal information, please tell us first so we can put it right. We will acknowledge your complaint within 2 working days (and always within 30 days, as the law requires) and keep you updated while we look into it.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator:
Website: ico.org.uk
Phone: 0303 123 1113

The law we follow

We handle personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025, and the Privacy and Electronic Communications Regulations.

Changes to this policy

We may update this policy from time to time, for example if we start using a new service. The latest version will always be on this page, and if we make an important change we will let you know where appropriate.

Last updated: 13 October 2026