Privacy Policy
Last updated: 29th August 2026
Five Willows Property Care Limited (âFive Willowsâ, âweâ, âusâ or âourâ) respects your privacy and is committed to handling personal information responsibly.
This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, contact us, request a quotation, book or receive our services, make a payment, provide goods or services to us, or otherwise deal with Five Willows Property Care.
1. Who is responsible for your information?
Five Willows Property Care Limited is the data controller responsible for the personal information described in this Privacy Policy.
Five Willows Property Care Limited
Company number: 17426902
Registered in England & Wales
Registered office: 54 St James Street, Liverpool, Merseyside, L1 0AB
For privacy enquiries or requests:
Email: hello@fivewillowspropertycare.co.uk
Telephone: 0151 542 5544
We operate from bases in Newton-le-Willows, Merseyside and Oxton, Wirral and provide services across Merseyside, the Wirral, West Lancashire, Chester & Cheshire West and surrounding areas.
2. Information we may collect
Depending on how you interact with us, we may collect:
Your name, postal address, email address and telephone number.
The address of the property or site where services are required.
Information about the service you require.
Access, parking, gate or site instructions.
Photographs, measurements and information about the condition of a property, garden, grounds or exterior surface.
Quotations, bookings, invoices, payment status, refunds and transaction records.
Emails, telephone notes, messages, enquiries, complaints and feedback.
Information supplied through our website contact or quotation forms.
Marketing preferences and records of consent or opt-out requests.
Supplier, contractor and other business-contact information.
Technical website information such as IP address, browser type, device information, pages visited, referral information and cookie preferences where the relevant technology is enabled.
Limited accessibility or health-related information where you choose to provide it because it is genuinely necessary for a reasonable adjustment or the safe delivery of a service.
Where customers provide keys, gate information, alarm instructions or other access details, we limit access to that information and retain it only for as long as reasonably necessary.
3. How we collect information
We normally collect personal information directly from you when you:
Contact us by telephone, email, website form, messaging service or social media.
Request a quotation or site visit.
Book or receive a service.
Make a payment.
Send us photographs or information about your property.
Leave feedback or a review.
Communicate with us about an existing or proposed service.
We may sometimes receive information from another appropriate source, such as:
A joint property owner.
A landlord or tenant.
An estate or letting agent.
A property, facilities or estate manager.
A school, business or organisation arranging services.
A referral partner.
A payment or service provider.
A publicly available business source.
Where somebody gives us information about another person, they should have authority to do so.
4. How we use personal information and our lawful bases
We only use personal information where we have a lawful reason to do so.
Enquiries, quotations and site visits
We use contact, property and service information to respond to enquiries, assess work, arrange site visits and prepare quotations.
Our lawful bases are taking steps at your request before entering into a contract and, where appropriate, our legitimate interests in managing genuine business enquiries.
Providing our services
We use customer, property, access, booking and communication information to arrange, manage and deliver the agreed service.
Our lawful basis is normally performance of a contract.
Invoicing, accounts and legal records
We use transaction and customer information to issue invoices, maintain financial records, deal with payments and comply with tax, accounting and legal obligations.
Our lawful bases are legal obligation and our legitimate interests in properly administering the business.
Customer service, complaints and disputes
We may use job records, communications, photographs, quotations and transaction information to answer questions, investigate concerns, deal with complaints and establish or defend legal rights.
Our lawful bases may include performance of a contract, legitimate interests and legal obligation.
Operational photographs
We may take photographs where reasonably necessary to record the condition of a property or site, confirm the scope of work, document progress, record completed work, support quality control or deal with a complaint, insurance issue or dispute.
Where possible, operational photographs will avoid identifying people or unnecessary private information.
Our lawful basis is generally our legitimate interest in properly recording and managing the work we undertake.
Marketing photographs, reviews and case studies
We will obtain permission before deliberately publishing identifiable customer photographs, testimonials, names or private property information for promotional purposes where consent is required.
Where we rely on consent, you can withdraw that consent for future use.
Website operation and security
Technical information may be processed to operate, protect and secure our website and to provide functions requested by visitors.
Strictly necessary website technologies are used where required for the operation and security of the website.
Website analytics and other optional technologies
Where analytics or other non-essential technologies are enabled, we use them only in accordance with the visitor's cookie choices and applicable consent requirements.
More information is available in our Cookie Policy.
Marketing communications
We will only send electronic marketing where we have an appropriate lawful basis.
This may be your consent or, where legally available, the limited existing-customer marketing exception for similar services.
Every marketing message will provide a simple way to opt out.
5. Our legitimate interests
Where we rely on legitimate interests, those interests may include:
Responding to genuine business enquiries.
Operating and improving our services.
Maintaining appropriate business and customer records.
Protecting our property, staff, customers and legal rights.
Preventing fraud or misuse.
Recording the condition and completion of work.
Recovering legitimate debts.
Improving customer service.
Maintaining the security and functionality of our website.
We consider whether our interests are proportionate and whether they could unfairly affect your rights and freedoms before relying on this basis.
6. Sensitive or special-category information
We do not routinely need sensitive personal information.
You may occasionally provide limited health, disability or accessibility information because it is necessary for a reasonable adjustment or to help us provide a service safely.
We will only use this information where necessary and where an appropriate lawful condition applies. This may include your explicit consent.
Please do not provide sensitive information that is not relevant to the service.
7. Who we may share information with
We may share information where reasonably necessary with:
Employees, workers and approved subcontractors who need it to provide the service.
Squarespace, which provides our website hosting and related website services.
Google Workspace, which we use for business email and administration.
Cloud storage, IT-security and business-software providers.
Accounting, bookkeeping and payment-service providers where used.
Insurers and professional advisers.
Debt-recovery providers and courts where necessary to establish, exercise or defend legal rights.
Waste facilities, hire companies or suppliers where information is genuinely required to perform agreed work.
Police, regulators, HM Revenue & Customs, local authorities or other bodies where disclosure is required or permitted by law.
A buyer, investor or professional adviser in connection with a proposed sale, restructuring or transfer of the business, subject to appropriate safeguards.
We do not sell personal information.
Service providers acting on our behalf should only use personal information for the relevant service, our instructions or as otherwise permitted by law.
8. International transfers
Some technology and service providers may process personal information outside the United Kingdom.
Where UK personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal mechanism is available. Depending on the destination and provider, this may include UK adequacy regulations, an approved international data-transfer agreement, the UK Addendum to approved standard contractual clauses or another lawful safeguard.
Information about relevant safeguards can be requested using the contact details in this policy.
9. How long we keep personal information
We do not keep information indefinitely.
Typical retention periods are:
Unsuccessful enquiries and quotations: generally up to 24 months after the last meaningful contact, unless required for a complaint, dispute or legal matter.
Customer contracts, job records, invoices and payment records: generally up to six years after the relevant financial year, transaction or end of the customer relationship where required for accounting, tax or legal purposes.
Operational photographs: generally for as long as reasonably necessary for the job, guarantee, complaint, insurance or legal record, which may be up to six years where appropriate.
Access codes, key information and alarm instructions: deleted, returned or anonymised as soon as they are no longer required.
Marketing records: until consent is withdrawn, the marketing purpose ends or we determine that the contact is no longer active. We may retain a minimal suppression record so that we continue to respect an opt-out.
Website analytics and cookie information: according to the settings and retention periods stated in our Cookie Policy and by the relevant provider.
Supplier and contractor records: generally up to six years after the business relationship ends where needed for tax, contractual or legal purposes.
We may retain information for longer where reasonably necessary for a live dispute, insurance matter, legal hold, regulatory requirement or other legitimate legal reason. We may also delete information earlier where it is no longer required.
10. Security
We use proportionate technical and organisational measures designed to protect personal information.
These may include:
Access controls.
Password and account protection.
Device security.
Restricted access to customer and property information.
Appropriate storage of access instructions.
Backups.
Staff confidentiality expectations.
Review of suspected security incidents.
No electronic system can be guaranteed to be completely secure, but we take reasonable steps to reduce risk and respond appropriately to suspected personal-data breaches.
11. Your data-protection rights
Depending on the circumstances, you may have the right to:
Be informed about how your personal information is used.
Request access to personal information we hold about you.
Ask us to correct inaccurate or incomplete information.
Ask us to delete personal information where the law gives you that right.
Ask us to restrict how information is used.
Receive certain information in a portable format where the right applies.
Withdraw consent at any time where we rely on consent.
Object to certain uses of your personal information.
Complain to the Information Commissioner's Office.
Your right to object
You have the right to object to processing based on our legitimate interests in certain circumstances.
You also have the right to object at any time to the use of your personal information for direct marketing. If you object to direct marketing, we will stop using your information for that purpose.
To exercise a data-protection right, email hello@fivewillowspropertycare.co.uk.
We may ask for reasonable information to confirm your identity before responding. Some rights are subject to legal limits and exemptions.
12. Withdrawing consent
Where we rely on consent, you can withdraw it at any time.
Withdrawing consent does not make earlier processing unlawful, and it does not require us to delete information that we have another lawful reason to retain.
Cookie consent can be changed through the Cookie Settings control on the website.
Marketing consent can be withdrawn by contacting us or using the unsubscribe or opt-out method provided with the communication.
13. Information required to provide a service
You are not generally under a legal obligation to provide personal information to Five Willows Property Care.
However, we need certain information â such as contact details, service location and sufficient information about the work required â in order to provide a quotation, arrange access and perform a service.
If necessary information is not provided, we may be unable to provide a quotation or carry out the requested work.
14. Automated decision-making
We do not use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects on customers.
15. Photographs and reviews
Operational photographs may be taken where reasonably necessary to record condition, scope, progress or completion.
We aim to avoid identifying people and unnecessary private belongings.
Separate permission will be obtained where required before identifiable customer photographs, names, testimonials or private property information are deliberately used for marketing.
Withdrawal of marketing consent does not require us to delete photographs or records that we still lawfully need for contracts, insurance, complaints, claims or legal purposes.
16. Children
Our website and services are not directed at children.
Bookings and instructions for work at homes, schools, nurseries or other sites should be made by a parent, guardian, responsible adult or authorised representative.
We do not knowingly use children's personal information for marketing.
17. Cookies and website technologies
Our website uses cookies and similar technologies for website operation and, where enabled and consented to, analytics or other optional purposes.
Our website is hosted by Squarespace.
Further information about the technologies used and how visitors can control them is provided in our Cookie Policy.
18. Complaints
If you have a concern about how we handle personal information, please contact us first so that we have an opportunity to investigate and respond.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection supervisory authority.
Current ICO contact information is available through the Information Commissioner's Office website.
19. Changes to this Privacy Policy
We may update this policy when our services, systems, suppliers or legal obligations change.
The current version will be published on our website and the Last updated date at the top of this page will be changed accordingly.
Where a change is particularly significant, we may also provide additional notice where appropriate.
20. Contact us
For privacy questions, data-protection requests or concerns about how your information is handled:
Data Controller: Five Willows Property Care Limited
Company number: 17426902
Registered office: 54 St James Street, Liverpool, Merseyside, L1 0AB
Registered in: England & Wales
Email: hello@fivewillowspropertycare.co.uk
Telephone: 0151 542 5544