1. Who we are
Prime Energy Network (“we”, “us”) provides government-funded home energy upgrades and air conditioning installation across England, Scotland and Wales. We are the data controller for the personal data described in this policy, which means we decide how and why it is used.
Address: Office 27, Lythgoe House, Manchester Road, Bolton, BL3 2NZ
Email: info@primeenergyuk.com
Freephone: 0800 001 6077
If you have any question about this policy or about how we handle your information, contact us using the details above and mark your message for the attention of the person responsible for data protection.
2. What we collect
Information you give us
When you complete our online eligibility check, or contact us by phone or email, we collect:
- Contact details — your name, email address, telephone number, address and postcode.
- Property details — property type, tenure (whether you own or rent), number of bedrooms, how the property is currently heated, its EPC status, and which upgrade you are interested in.
- Scheme questions — for the Boiler Upgrade Scheme, the nation your property is in, what heating you are replacing, and whether you have previously received government funding for a heat pump or biomass boiler at that property.
- Anything else you tell us — including information you give an advisor over the phone when we assess your eligibility.
Information about benefits or income. Some funding schemes depend on household income or receipt of means-tested benefits. If you choose to tell us this, we only use it to check which schemes you may qualify for. Where such information could reveal something about your health — for example because a disability-related benefit is involved — it is treated as special category data, and we rely on your explicit consent to handle it. You do not have to give it to us, and you can withdraw that consent at any time.
Information collected automatically
- Cookies and similar technologies — see section 4. Nothing that is not strictly necessary is loaded until you choose it.
- Technical data — your IP address and basic browser information are processed by our website host, and by Google when your browser loads the fonts used on this site.
3. How we use it, and our lawful basis
Under the UK GDPR we must have a lawful basis for using your personal data. Ours are set out below.
| What we do | Lawful basis |
|---|---|
| Check which funding schemes you may be eligible for, and respond to your enquiry | Steps taken at your request before entering a contract (Article 6(1)(b)) |
| Arrange your free survey, and carry out and administer any installation | Performance of our contract with you (Article 6(1)(b)) |
| Handle information about benefits or income where it may relate to health | Your explicit consent (Article 9(2)(a)) |
| Marketing and analytics cookies, including the Meta Pixel | Your consent (Article 6(1)(a)) and PECR regulation 6 |
| Keep records for tax, warranty and scheme audit purposes | Legal obligation (Article 6(1)(c)) |
| Keep our website secure and working properly | Our legitimate interests (Article 6(1)(f)) in running a safe, functioning website |
We do not sell your personal data, and we do not pass it to third parties for their own marketing.
4. Cookies and tracking
A cookie is a small file stored on your device. Some are needed for the site to work; others are only used with your permission. Under PECR we must obtain your consent before placing anything on your device that is not strictly necessary — so on your first visit, nothing is loaded until you choose.
Your three choices
- Accept all — we load the Meta Pixel and Meta may use the data to show you our adverts and to build advertising audiences (targeting and remarketing).
- Measurement only — we load the Meta Pixel to measure how our advertising performs, but we apply Meta’s Limited Data Use setting, which restricts how Meta may use that data. This still places cookies and still sends data to Meta, so it is not the same as declining.
- Decline — no pixel, no tracking cookies, and no data sent to Meta. The site works normally.
What we set
| Name | Type | Purpose | Duration |
|---|---|---|---|
pe_consent | Strictly necessary (local storage) | Remembers your cookie choice so we do not ask again | Until you clear your browser data |
_fbp and related Meta cookies | Marketing — consent only | Set by the Meta Pixel to measure advertising and, where you accept all, to support ad targeting | Up to 3 months |
Where you have consented, the Meta Pixel records that you viewed a page, viewed a service, started the eligibility check, clicked to call us, or submitted an enquiry. This information is shared with Meta Platforms Ireland Limited, which acts as a separate controller for its own purposes; see Meta’s privacy policy.
Changing your mind
You can withdraw or change your choice at any time by clearing this site’s data in your browser settings, which removes your stored preference and makes the banner appear again. You can also block or delete cookies through your browser, and control how Meta uses your data in your Facebook or Instagram ad settings.
5. Who we share it with
We keep your enquiry in-house. We do not sell it, and we do not pass it to other companies to market to you. We do use a small number of trusted suppliers who process data on our behalf, under contract and on our instructions:
- Google — enquiries submitted through our eligibility form are stored in Google Workspace (Google Sheets, via Google Apps Script). Google also serves the fonts used on this site.
- Meta Platforms Ireland Limited — only where you have consented to marketing cookies, as described in section 4.
- Our website host — which stores and serves this website.
We may also disclose information where we are required to by law, or to establish or defend legal claims.
If delivering funded work later requires us to pass your details to an installer, an energy supplier, a scheme administrator such as Ofgem or TrustMark, or your local authority, we will tell you who they are and why before we do so, and we will update this policy.
6. Transfers outside the UK
Some of our suppliers, including Google and Meta, may process data outside the UK. Where that happens we rely on the safeguards permitted by UK data protection law — either UK adequacy regulations, or the International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with appropriate additional protections.
7. How long we keep it
- Enquiries that do not lead to work — deleted after 24 months from your last contact with us.
- Customers — kept for 6 years after the work is completed, so we can meet tax, warranty, insurance and scheme audit obligations.
- Cookie consent record — kept until you clear your browser data.
When a retention period ends we delete the data or anonymise it so it can no longer identify you.
8. Your rights
Under the UK GDPR you have the right to:
- Be informed about how we use your data — which is what this policy is for.
- Access a copy of the personal data we hold about you.
- Rectification — have inaccurate data corrected or incomplete data completed.
- Erasure — ask us to delete your data where there is no good reason for us to keep it.
- Restrict processing — ask us to pause how we use your data while a concern is resolved.
- Data portability — receive certain data in a portable electronic format.
- Object — including objecting at any time to direct marketing, which we will always action.
- Withdraw consent at any time, where we rely on consent. This does not affect anything done before you withdrew it.
To exercise any of these, email info@primeenergyuk.com or call 0800 001 6077. We respond within one month, and it is free of charge. We may ask you to confirm your identity first.
9. Automated checks
Our online eligibility form applies the published scheme rules automatically — for example, the Boiler Upgrade Scheme is only available in England and Wales, so the form will tell you straight away if your property is elsewhere. This is an initial guide only. It is not a final decision, no funding decision is made by the form, and a member of our team reviews every enquiry. If you would like a person to look at your circumstances, just call us.
10. Security
We use appropriate technical and organisational measures to protect your data, including encrypted connections to this website, access controls on the systems where enquiries are stored, and limiting access to staff who need it. No transmission over the internet can be guaranteed completely secure, but we take these obligations seriously and review them.
11. Complaints
If you are unhappy with how we have handled your personal data, please tell us first so we can put it right. You also have the right to complain to the UK’s data protection regulator:
Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113 · ico.org.uk/make-a-complaint
12. Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed. If we make a significant change to how we use your data, we will make that clear on this page.
Questions about your data?
Email info@primeenergyuk.com or call 0800 001 6077, Monday to Friday, 8am–6pm.