Privacy Policy

Who we are

Cumbria Off-Mains is an independent enquiry and referral service for septic tanks, sewage treatment plants and private drainage in Cumbria. We do not carry out drainage work ourselves.

For privacy questions or requests, use our Get Help page and state clearly in the message that your enquiry is a privacy or data-protection request.

Information we collect

When you send an enquiry, we may collect your name, email address, telephone number, property postcode, property and system details, the service you need, urgency, access information, your description of the problem and your permission to pass the enquiry to a selected contractor.

Our website, hosting and security systems may also record technical information such as IP address, browser or device information, timestamps and security logs where needed to operate and protect the site. With an enquiry, we may also record which website page linked you to the enquiry form and campaign labels included in that form’s web address. We use these details to understand which pages and campaigns produce relevant enquiries. This form attribution does not add tracking cookies or record your full browsing history.

Please do not include sensitive personal information that is not relevant to the drainage enquiry.

Telephone and call tracking

Where a telephone number on this website is provided through a call-tracking service, we may record call metadata such as the caller number, date and time, whether the call was answered, call duration, the tracking number used and marketing or landing-page attribution connected with the call.

If call recording or transcription is enabled, callers will be told at the start of the call that recording may take place and why. A recording and transcript may then be used to understand and respond to the enquiry, assess whether it is a genuine service lead, keep an accurate record of what was requested, measure lead quality and value, resolve disputes and improve the referral service. We do not use call recordings for unrelated marketing.

Call recordings, transcripts and call metadata may be processed on our behalf by a specialist call-tracking or telephony provider. We keep them only for as long as reasonably needed for the enquiry, lead-quality assessment, record-keeping, dispute handling and any applicable legal requirements. Callers should not provide payment-card details or other sensitive information unless it is genuinely necessary.

Recording a call does not by itself give us permission to pass the enquiry to an independent contractor. Where contractor referral requires your permission, that permission remains a separate step.

Why we use your information

We use enquiry information to understand what help you are seeking, respond to you, identify the relevant type of drainage service, route the enquiry to a suitable independent contractor where you have asked us to do so, keep reasonable records of enquiries, protect the website from abuse and improve how the referral service operates.

Our lawful bases

For passing your enquiry details to a selected independent contractor, we rely on the consent you give on the enquiry form. You can withdraw that consent before the details are passed on by contacting us promptly.

For receiving and responding to enquiries, maintaining records, operating and securing the website, measuring which enquiries and calls are genuine, assessing lead quality and value, and improving the service, we may rely on our legitimate interests where those interests are not overridden by your rights and interests. Our legitimate interests include running an effective referral service, preventing misuse, maintaining accurate evidence of enquiries and keeping appropriate business records. Where call recording is used, we consider whether recording is necessary and proportionate for these purposes. We may also process information where necessary to comply with a legal obligation or deal with legal claims.

Who we share information with

If you submit a referral enquiry and give permission, we may share the relevant details with one or more selected independent drainage contractors so they can assess or respond to the work you requested. Once a contractor receives your information, it may act as an independent data controller for its own dealings with you and should provide its own privacy information where required.

We may also use technical service providers involved in hosting, form processing, call tracking and telephony, call recording or transcription, website administration, security, backups and similar operational services. These providers process information on our behalf for the purposes described in this notice. We may disclose information to professional advisers, regulators, law-enforcement bodies or other authorities where this is necessary or required by law.

Contractor relationships may be commercial: Cumbria Off-Mains may receive payment or other commercial benefit from businesses that receive enquiries or obtain access to leads. This does not change the purpose for which your enquiry information is shared. We do not provide enquiry details to unrelated businesses for their own unrelated marketing.

How long we keep information

Our standard working retention period for identifiable enquiry and referral records is up to 24 months after the last meaningful activity on the enquiry. We review records and delete or anonymise them sooner where they are no longer needed. Where call recording or transcription is enabled, recordings and transcripts are normally retained for up to 12 months; associated call metadata may be retained with the related enquiry record for up to 24 months. Evidence of referral permission is kept with the related enquiry record. Information may be retained for longer where reasonably necessary for an active dispute, legal claim, fraud or security investigation, or an applicable legal, tax or accounting requirement.

International processing

We do not deliberately send customer enquiries outside the UK as part of the contractor-referral process. Some website or technical service providers may process limited data internationally as part of their infrastructure. Where UK data-protection law requires safeguards for an international transfer, the relevant provider arrangements should include appropriate protections.

Cookies and similar technologies

The site may use cookies or similar technologies that are strictly necessary for security, administration, form functionality or remembering your privacy choices. Cumbria Off-Mains also uses WhatConverts on parts of the enquiry journey for call and marketing-attribution measurement. WhatConverts can set first-party attribution cookies, so its non-essential tracking script is held back until you choose to accept non-essential tracking. If you reject it, the core website and enquiry form remain available, although some marketing-attribution information may be unavailable. We do not currently use Google Analytics, Meta Pixel or similar advertising trackers on the public site.

Your data-protection rights

Depending on the circumstances, UK data-protection law gives you rights that may include access to your personal information, correction of inaccurate information, erasure, restriction of processing, objection to processing and data portability. Where processing is based on consent, you can withdraw that consent at any time, although this does not make earlier processing unlawful.

To exercise a right, contact us through the Get Help page and label the message as a privacy request. We may need to verify your identity before acting on a request.

Complaints

If you have concerns about how we use your information, please contact us first so we can try to resolve them. You also have the right to complain to the UK Information Commissioner’s Office (ICO). Current contact and complaint information is available at ico.org.uk/make-a-complaint/.

Changes to this notice

We may update this privacy notice when our services, technology or legal obligations change. The latest version will be published on this page with an updated date.

This notice is intended to describe the site’s actual data flow in clear language. It should be reviewed if new marketing, analytics, contractor-routing or data-processing systems are introduced.