This policy explains what personal information Riverstone Roofing Ltd collects when you contact us, visit this website or have work done by us, what we do with it, who we share it with, how long we keep it and your rights. We keep it short and plain. If anything is unclear, just ask.
1. Who we are
Riverstone Roofing Ltd is the “controller” of your personal information. We are a company registered in England and Wales, company number 16946704.
To contact us about your information: email contact@riverstoneroofing.co.uk or call 07782 664697.
2. What we collect
- Enquiries through this website: your name, phone number, email address, postcode, the service you need and your message.
- Phone calls to our numbers: your phone number, the time and length of the call and, on our main numbers, a recording of the call and a written transcript of it. You will hear a short message telling you the call is recorded before you are connected. Calls to our Google Ads number are not recorded.
- If you come to us from a Google ad: your answers to our quote questions (the type of problem, how urgent it is and your postcode), any photo you choose to add, the address of the ad page you came from (which includes a click ID and the search words that Google adds), and your choice about ad cookies.
- Text messages and emails you send us, and the ones we send you.
- If we quote for or carry out work: the property address, details and photos of the roof and the work, your quote, invoices, payments, guarantee and any agreement we sign with you.
We don’t ask for, and don’t want, sensitive information such as health details. Please don’t include it in a message.
3. How we use it, and why we’re allowed to
- To reply to your enquiry, visit and quote: because you asked us to, as a step before a possible contract.
- To carry out and guarantee the work, invoice and take payment: to perform our contract with you.
- To keep business, tax and accounting records: because the law requires it.
- To record calls, so we have an accurate record of what was asked and agreed and can follow up properly: this is in our legitimate interests as a business.
- To send practical texts, such as an instant “thanks, we’ll call you shortly” text when you send us an enquiry, a text if we miss your call, or a reminder the day before a visit or job: in our legitimate interests and, for booked work, to perform our contract.
- To measure our advertising, only if you say yes to ad cookies: Google Ads cookies tell us which ads lead to enquiries. This is based on your consent, and we do not use these cookies if you say no.
- To tell Google Ads how an enquiry turned out (for example, that it led to a booked job), only if you said yes to ad cookies: we send Google the ad click ID, plus your phone number and email address in a scrambled (“hashed”) form that Google can only use to match them to the ad. This is based on your consent.
- To sort and summarise enquiries using software tools, including AI services, so we can reply quickly and spot urgent jobs like leaks: in our legitimate interests. A person (Sam, our director) always reviews enquiries and makes every decision. Nothing about you is decided automatically.
We do not sell your information, and we do not use it for marketing unless you have asked us to.
4. Who we share it with
We use trusted service providers to run the business. They only process your information on our instructions:
- Website hosting and security: GoDaddy (hosting, which also counts visits to the website: see Cookies below) and Cloudflare (security and speed).
- Advertising: Google (Google Ads). Google receives information when you click one of our ads, and, only if you accept ad cookies, when you reach our enquiry and thank-you pages. How Google uses that information is explained at policies.google.com/technologies/partner-sites.
- Website fonts: Google Fonts. When a page loads, your browser fetches the fonts from Google, which receives your IP address but sets no cookies.
- Website form emails: FormSubmit, which emails us a copy of your enquiry.
- Our enquiry and customer system: Vercel (hosting) and Supabase (database and storage of call recordings).
- Phone calls and texts: Twilio.
- Email: Microsoft 365 (our mailbox) and Postmark (forwarding emails into our system).
- Call transcripts and enquiry sorting: OpenAI (turns call recordings into text) and Anthropic (sorts and summarises enquiries).
We may also share information with our accountant, HMRC or other authorities where the law requires it, and with our insurer if there is a claim.
If you found us through a site such as Checkatrade, MyBuilder, Bark or Google, that site’s own privacy policy covers what you share with it, including reviews.
5. Information sent outside the UK
Some of the providers above store or process information in the United States or the EU. Where they do, the transfer is covered by legal safeguards approved under UK data protection law, such as the UK–US data bridge or the UK’s International Data Transfer Agreement.
6. How long we keep it
- Call recordings and transcripts: deleted automatically after 90 days.
- Enquiries that don’t go ahead: deleted after 2 years.
- Photos and ad details sent with an enquiry: kept with the enquiry and deleted with it.
- Your cookie choice: saved in your own browser. A “no” is remembered for six months and a “yes” for twelve, then we ask again.
- Customer records (quotes, invoices, payments, guarantees): kept for 6 years after the job is finished, or for as long as your guarantee lasts if that is longer, because the law requires us to keep business records and so we can honour your guarantee.
7. Cookies
Cookies are small files that a website saves in your browser. These are the ones that can be set on this website:
- Security (strictly necessary): Cloudflare sets a cookie called __cf_bm to tell real visitors from automated attacks. It doesn’t need your consent.
- Counting visits (set by our website host): GoDaddy, who host this website, add their own visitor statistics to our pages. They set cookies called _tccl_visitor (a random visitor ID, kept for up to a year), _tccl_visit (a random ID for your current visit, 30 minutes) and _scc_session (counts the pages you view in a visit, 20 minutes). We don’t use them for advertising. You can block them in your browser settings.
- Google Ads (only on our ad pages, and only if you accept): cookies such as _gcl_aw and _gcl_au record that you arrived from one of our ads, so we can see which ads lead to enquiries. Nothing from Google is loaded until you say yes.
- Your choice: we save your answer about ad cookies in your browser (as rs_ads_consent), so we don’t ask on every page.
On our ad pages you can change your mind at any time with “Cookie settings” at the bottom of the page. Saying no never affects your quote, the price or how we treat you.
8. Your rights
You have the right to ask us for a copy of your information, to correct it, to delete it, to restrict or object to how we use it, and to receive it in a portable format. Some rights have limits; for example, we must keep invoices for tax purposes. Email contact@riverstoneroofing.co.uk and we will reply within one month. There is no charge. If you said yes to ad cookies you can withdraw that at any time with “Cookie settings” on our ad pages.
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
9. Keeping it safe
Our systems are protected by passwords and two-step sign-in, access is limited to people who need it, and our providers use encryption.
10. Changes to this policy
We will update this page when anything changes and show the new date at the top.