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HPIN

Privacy Policy

Personal Data Privacy – what we collect; how we collect and why we collect data about you

HPIN (T/A EDF Heat Pumps) respects your privacy and values the trust you place in us when you share your personal data with us. The data we collect about you will depend on your use of this website and your relationship with OB Heating (T/A EDF Heat Pumps). To find out more about what personal data we collect, how we collect it and what we use it for, click on the relevant link below. These links take you to our Privacy Notices, which also provide details on how HPIN (T/A EDF Heat Pumps) is the “controller” of your data and who to contact if you have any questions as to how we handle your information.

This policy and our Privacy Notices will be changed occasionally, but if we change anything important about it (e.g. the information we collect, how we use it or why), we will highlight those changes to you.

HPIN (T/A EDF Heat Pumps) Privacy Notice

HPIN (T/A EDF Heat Pumps) (“we”, “us”, “our”) respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information, why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services. We regularly review this policy and will notify you of any significant changes by email or post. We encourage you to check this policy on a regular basis.

If you have any questions or need any further clarity, please get in touch with our Data Protection Officer by emailing info@hpin.co.uk

This policy was last updated on 6th August 2025

Summary

We collect personal information from you, third party service providers or publicly available sources. This information often consists of things like your name, address and contact details (but can also include consumption data and metering information) and we use this information for the activities we have listed in the table below.

We are committed to keeping your personal information safe and we have technical and organisational measures in place to prevent unauthorised access or use of your information. We also require that our suppliers protect such information from unauthorised access use and disclosure.

Information that you give us in order for us to set up and manage your account:

What we collect

This category of information we collect about you includes:

  • Your contact details include: your name, address, email address; phone number and the contact details of people associated with your account.
  • Your bank account details and other financial information
  • Information about you such as gender; age; occupation; marital status and national identifiers
  • The product purchased;

How we use it

We use this information for certain activities, including to:

  • Provide our products and services;
  • Take payment from you;
  • Onboard you as a client;
  • Help us to ensure that our customers are genuine and to prevent fraud.
  • Reporting and account management.
  • To tell you about the different servies we could offer you, including different payment methods and products

Why we use it

We use this information because:

  • It’s necessary to perform the contract.
  • We have a legitimate business interest to:
  • Ensure that we can onboard you as a customer and manage your account throughout.
  • Tell you about the various products and services we can offer.

Information about the way you use our services:

  • Details on products or services we have provided or you’ve purchased;
  • When and where you made these purchases;
  • What you paid for them and how you paid;
  • Whether you’ve opened electronic communications from us;
  • Whether you’ve clicked on links in electronic communications from us;
  • How you use our website
  • Marketing preferences;
  • Marketing information (previous communication data; transaction history);
  • Information you send us when you register your interest in a product/service/trial or take part in competitions/innovations.
  • Develop new services;
  • Improve our services;
  • Identify  CB Heating (T/A EDF Heat Pumps) and related third party’s products, services and marketing of these that may be of interest to you;
  • Determine future pricing;
  • Personalise our service of things you’re interested in and how you use our services;
  • Statistical analysis, research, and reporting;
  • Help to train our staff;
  • Take part in government or industry initiatives;
  • Test computer systems;
  • Keep a record of the information which you have been provided;
  • We have a legitimate business interest to:
  • improve our services and better understand how our customers use them;
  • ensure that we are better able to personalise our offers to you;
  • protect our business interests by ensuring that our customers are genuine and consumption is as accurate as possible.
  • It is necessary to perform the contract;
  • In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information we collect from third-party partners and corporate customers which could include:

    • Credit rating information from credit reference agencies;
    • Bank details and banking information from your bank;
    • Bank details and financial information from payment processing companies;
    • Potential customer details, like name and email address, from:
    • publicly available sources such as the electoral roll; Royal Mail and Council Tax websites in order to confirm that a property has been demolished following notification from a third party; and
    • price comparison entities; lead generation companies and energy brokers who direct you to us.
    • Details on products or services we have provided, or you’ve purchased.

    A list of these entities can be found here.

  • Provide our services;
  • Manage and administer our systems;
  • To help to make decisions regarding credit and related services for you;
  • Take payment from or give you a refund;
  • Help us to ensure that our customers are genuine and to prevent fraud;
  • Personalise our service to you;
  • Statistical analysis and research into our clients;
  • Combine this information with other kinds of information mentioned above;
  • We have a legitimate business interest in:
  • developing and maintaining relationships with vendors, partners and other companies and dealing with individuals who work for them;
  • conducting research to improve our services;
  • It is necessary to perform the contract;
  • In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect from you in order to comply with all relevant laws, regulations, industry codes and government instructions, and to deal with complaints:

  • Your contact details;
  • Health, medical and financial data;
  • National identifiers;
  • Consumption data;
  • Financial information (bank account details; credit check records; debit/credit card details);
  • Pension credit information
  • Report to Ofgem;
  • Report to The Department for Energy Security and Net Zero
  • Provide access to industry schemes and government initiatives such as the Green Deal scheme, the Warm Home Discount scheme, the Energy Bill Saving Scheme and the Energy Company Obligation Scheme;
  • Update the Priority Services Register (“PSR”);
  • Respond to requests made by law enforcement or regulatory authorities, bodies or agencies, or in the defence of a legal claim.
  • To help us monitor and audit customer site visits.
  • We need to comply with legal obligations;
  • We have a legitimate business interest in:
  • investigating possible/actual incidences of theft;
  • resolving any complaints we may receive;
  • ensuring that we comply with our regulatory and legislative obligations.
  • Where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.
  • Where there is a substantial public interest to share information with network operators to safeguard PSR customers and to assist in the provision of energy to them.

Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including:

  • Your contact details;
  • The details of your communications with us;
  • The details of our messages to you;
  • Your marketing preferences;
  • Marketing information;
  • Metering information.
  • Answer any issues or concerns;
  • Monitor customer communications for quality and training purposes;
  • Develop new services;
  • Improve our services;
  • Personalise our service;
  • Deal with any complaints;
  • Assist with fraud investigations.
  • We have a legitimate business interest in:
  • understanding customer feedback and in responding to customer communications in a consistent manner;
  • ensuring that we are better able to personalise our offers to you.
  • It is necessary to perform the contract;
  • In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Information that we collect incidentally from other sources or public sources, including:

  • Information presented on our social media or wider media platforms such as Facebook or Instagram;
  • Information collected by security systems;
  • Information provided by Citizens Advice, the Energy Ombudsman or solicitors;
  • Information relating to energy consumption and contact details from energy registers, landlords, letting and managing agents, gas transporters and network distributors
  • Maintain market awareness;
  • Build and maintain social media branding, and our branding in general;
  • Deal with complaints received;
  • Address subject access requests;
  • Check and confirm validity and maintain the accuracy of data we hold in our systems about you or premises we supply;
  • To locate premises that have been demolished so that we can remove supply.
  • We have a legitimate business interest in:
  • providing security over our business;
  • maintaining a public profile within the media;
  • resolving customer’s complaints;
  • maintaining the accuracy of data we hold.
  • In addition to the above, where we have obtained your consent to use the data in this explicit way, then we can rely on that consent.

Marketing Communications & Preferences

We will process your personal information to send you marketing communications because we have a legitimate interest in keeping you up to date with our products and services. This applies to all our past and current customers who have either opted in or have not opted out of receiving marketing communications and any other persons who have previously provided their personal information to us when expressing an interest in our products or services.

All emails containing direct marketing will have an unsubscribe option, and you can update any of your opt-in marketing preferences by phoning us on 0333 344 0717 or emailing marketing@edfheatpump.co.uk

Information we share

In certain circumstances, we may transfer your personal data to employees, contractors, and other third parties. Below are some examples of when your personal information is transferred to other third-party organisations.

  • We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this privacy policy.
  • We may also share your information with certain contractors or service providers, and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function.
  • If we’re discussing selling or transferring part or all our business – the information may be transferred to prospective purchasers under suitable terms as to confidentiality – or if sold, to buyers who can continue to provide services to you.
  • If we’re required to by law, or under any regulatory code or practise we follow, or if we are asked by any public or regulatory authority – for example, the Police; Ofgem or Department for Energy Security and Net Zero – or bring or to defend any legal claims.
  • If you are registered on our Priority Services Register, we will share your information with the relevant network operators (such as Distribution Network Operators and/or Gas Transporters) to assist them in securing a constant and safe supply of energy to your property; and/or
  • Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data.
  • If you decide to change suppliers, we may share such information with the new supplier.

Automated decision making

We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on our group records or a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness. If this information is not provided, we cannot agree to provide a product or service for you.

Where and for how long your information will be held

We process personal information (which can be via third parties) within and outside the European Economic Area. We will make sure that the appropriate safeguards are in place prior to the transfer of personal information and in the majority of cases, we will have contractual protections in place which include standard data protection clauses.

We will keep your information for as long as it is reasonably necessary and this will depend on factors such as the sensitivity of the information; whether you’ve still got an active account; any outstanding debt with us; if you have interacted with recent offers; to comply with our legal and regulatory obligations; resolve disputes; and enforce our agreements.

Your rights

You have certain rights in relation to your information but some of these rights will only apply in certain circumstances. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise or discuss any of these rights, please contact the Data Protection Officer.

  • You can ask us to confirm if we are processing your information.
  • You can ask for access to your information.
  • You can ask to correct your information if it’s wrong.
  • You can ask us to delete your information.
  • You have a right to be forgotten, and you can ask that our systems stop using your information.
  • You can ask us to restrict how we use your information.
  • You can ask us to help you move your information to other companies.
  • You can ask us to stop using your personal information, but only in certain cases; and
  • You have the right to complain to the relevant supervisory authority.