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Privacy policy

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Privacy policy

Privacy Policy

Privacy policy - how your personal information is used.

ECHO is a free of charge service providing emergency central heating repair and replacement, offered by Agility Eco Services Limited (“we” or “us”). You have been referred into the ECHO service by your local council. They have shared your basic contact information and the reason why they consider you are eligible with us so that we can contact you directly. If eligible, subject to availability, you may receive a free central heating repair or replacement. 

This Privacy Notice applies between you, the visitor to this website and/or user of our ECHO services and AgilityEco, the owner and provider of this website.

AgilityEco Services Ltd (‘AgilityEco’) acts as a Data Controller under the General Data Protection Regulation (‘GDPR’). We are registered with the Information Commissioner’s Office (‘ICO’) as a Data Controller under registration number ZA000042.

AgilityEco takes the privacy of your information very seriously. We have a few simple principles which we abide by in order to protect your privacy:

  • We only ask you for and process information which we genuinely need in order to provide you with a better service, for example your name, telephone number and e-mail address if you want to enquire about our services; and

  • Where you do enquire about our services and consent to provide us with more than one method of contacting you, for example an e-mail address and telephone number, we will use both methods for correspondence with you, until such time you withdraw your consent (which may be done at any time) for any or all of those methods of contact; and

  • Unless legally obliged to do so we won’t share your information with anyone, other than for the standard running of our business. For example, for you to make payment for our services we would need to ask additional personal and financial information to give to our bank in order to process the transaction.


This Privacy Notice applies to our use of any and all data collected by us or provided by you in relation to your use of the website and/or the provision of our services to you under the ECHO Scheme. We aim to make our collection and use of your data as clear and as transparent as possible, but for brevity it has not been possible to list every circumstance in which we will use your data. We recommend that you read this Privacy Notice carefully. Any questions or queries you may have can be sent directly to us at: or 

Suite 5 Mid-Day Court

20-24 Brighton Road

Sutton, Surrey


Important Information Regarding Our Website and Services

This Privacy Notice applies only to the website of ECHO ( and does not extend to any websites that can be accessed from this Website. This includes, but is not limited to, any links we may provide, including to social media websites.

  • Information collection on our website
    Google Analytics. We may at times use Google Analytics to collect standard internet log information about visitors to our website. This is done in order to discover, for example, how many visitors we have to the website. The information is processed in such a way that visitors to our website are not identified, and we do not permit Google Analytics to process your information in a way which would allow you to be identified. You can read more about the use of Google Analytics and their Privacy Notice on their website. Website Security. We use a third party hosting service to maintain the security and performance of our website, and in order to do this it is necessary to collect the Internet Protocol (‘IP’) address of visitors to our website. Cookies. In order for our website to function properly and to provide you with a pleasant user experience, it is necessary for us to use Cookies – small text files that are placed on your computer by the website. Please be aware that Google Analytics also makes use of cookies on our website. Visitors to our website who do not wish to have cookies placed on their computers should set their browser preferences to refuse cookies before accessing our website; although the website may then not work properly. Disabling cookies in this way will also stop Google Analytics from tracking any part of your visit to pages within this website For more information on the Cookies we use, please visit the Wix Cookie Page
  • ECHO Scheme
    AgilityEco operates the Emergency Home Heating Offer (‘ECHO’) in conjunction with the energy companies who act as funders of the scheme, details of whom can be provided to you at your request. We also work with our subsidiary company Bierce Surveying Ltd in addition to third party service providers, for example central heating installers . Your local council may have referred you to us, in which case you will have been asked by them to give your consent for your contact details and other personal information to be provided to us so, we can access whether you qualify for the scheme and where you do, for us to contact you directly. Where you do not consent to us contacting you, you may withdraw this consent at any time.
  • Data requested from you
    In line with our principles, in addition to electronic data automatically collected when you use our website, in order to provide you with a service or to respond to any questions or queries you may have, we may request and collect the following data from you: ​ (a) Your name; and (b) Your contact Information such as email addresses and telephone numbers. ​ Data provided to us through our contact form, or where you e-mail us, is processed by us with your consent. You may remove your consent at any time by contacting us using the information given in this Privacy Notice. Where you enter into a contract with us, or you request us to take steps at your request prior to entering into a contract, we process your data under that contract. Additional contractual terms and conditions will apply to your contract with us.
  • Our use of your data
    Where you have requested we provide you with a service, we will keep your data for the purposes of providing that service or for other closely related purposes. For example, where you are provided with a service from us, we may e-mail you to ask you if you were happy with the service and if there is anything we can do to improve our service to you. We will never rent or sell any of the data you provide to us, and any third parties we use will only ever process your information for us on a need to know basis and in accordance with this Privacy Notice.
  • Our data retention policy
    Other than data we are legally obliged to keep for longer periods, e.g. taxation records, we will retain any data you submit to us for between 18-24 months in order to comply with regulatory requirements laid down by Ofgem. This includes e-mail correspondence. All of your data which we collect is stored securely with appropriate physical, managerial and electronic safeguards in accordance with the principles of the General Data Protection Regulation and any other applicable legislation.
  • Third party access to your data
    We strive to keep third party access to your data to a minimum. However, data provided by you to us may in some circumstances need to be passed to third parties which we use for the running of our scheme, for example: ​ to the hosting provider of our website; to Zoho Corporation who host our cloud based data; ​ Information passed to third parties is used only to the extent required by them to perform the services that we request. Any use for other purposes is strictly prohibited. Furthermore, any data that is processed by third parties for us will be processed within the terms of this Privacy Notice and in accordance with the General Data Protection Regulation.
  • Your access to your data which is held by us
    Under the General Data Protection Regulation you have certain rights as regards the personal data we hold on you. Where you would like to exercise these rights, you can do so by using a Subject Access Request or (‘SAR’). In a SAR you can ask us if we hold personal data on you, and if so, request a copy of that data. We will also give you a description of the data, tell you why we are holding it and tell you who we could have disclosed it to. We do not charge for the provision of this information. ​ You can also use a SAR to: ​ ask us to rectify data on you which is incorrect; ask us to stop processing data on you; ask us to delete the data we hold on you; ask us to stop processing your data; ask us to transfer your data to another Data Controller/provide you with your data in a machine readable format; object to us processing your data (including for use in direct marketing); and exert rights in relation to automated decision making and profiling. We will reply to all requests as soon as possible, and in no event later than one month. Not all of these rights may be available to you, and will depend on the lawful basis we process your information. For more information on your rights under The General Data Protection Regulation, please see the ICO website.
  • Transfers outside the European Economic Area (‘EEA’)
    Some of our third party service providers may be located out-with the EEA, including Zoho who we use for cloud based storage. Therefore personal data which we collect from you may be stored, processed in and transferred to such countries, which may not have as stringent data protection laws as found in the EEA. If we transfer your data outside the EEA in this way, we will ensure that the third party provider which we use is compliant with the GDPR and that your privacy continues to be protected as outlined in this Privacy Notice.
  • Changes to our Privacy Notice​
    Although any changes are likely to be minor, we reserve the right to change and update this Privacy Notice as we may deem necessary from time to time or as may be required by law. Your continued use of this website after any changes means you are deemed to have accepted any change to the terms of this Privacy Notice. As and when any changes occur, they will be set out on a change log. There are currently no changes.
  • Right to lodge a complaint
    Our supervisory authority is the ICO and you have the right to lodge a complaint with them if you do not feel we have adequately upheld your rights under the GDPR. Contact details for the ICO can be found [insert link to ICO]. In addition to complaining to the ICO, where you feel we have breached your rights and the privacy of your data, you are also entitled to pursue action against us in the courts or other legitimate legal forums, such as arbitration or dispute resolution.
  • Governing Law and Jurisdiction
    ​This Privacy Notice governed by English law and any disputes will be subject to the exclusive jurisdiction of the English courts.
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