Last updated 11 October 2026

In short

We collect only what we need to quote for a job, survey a property and produce the certificate, report or plan you have asked for.
An Energy Performance Certificate has to be lodged on the government's register, where anyone can look up the certificate for an address. A certificate for a home does not show the owner's or the occupier's name.
We never sell personal information.
This website has no advertising or analytics cookies.
You can ask to see, correct or delete your information, and you can object to how we use it. Email info@retrohausenergy.co.uk.

Who we are

Retrohaus Energy Consultancy is a trading name of Build Net Zero Limited, a company registered in England and Wales under number 16646393. Build Net Zero Limited is the controller of the personal information described in this notice. That means we decide how and why it is used, and we are responsible for looking after it.

To ask a question about your information, or to use any of the rights set out below, contact us:

Email: info@retrohausenergy.co.uk
Phone: 07417 535254
Post: Build Net Zero Limited, 49 Courtelle Road, Coventry, CV6 5FH

Who this notice is for

People who contact us or ask for a quote.
Our customers.
People who live in, own, manage or give us access to a property we assess, even if someone else arranged the visit. That might be your landlord, a letting agent, a housing provider or an installer.
People at the organisations we work with and buy from.

What we collect, why, and our lawful basis

Data protection law says we need a lawful basis for each use of personal information. Here is what we use, why, and the basis we rely on. Wherever that basis is a legitimate interest, we have weighed it against your own interests and rights, and you can object at any time. See your right to object.

Answering an enquiry and giving a quote

Your name, phone number and email address, the address or postcode of the property, and whatever you tell us in your message.

Lawful basis: taking steps at your request before entering into a contract with you. If you are enquiring for someone else, or for an organisation, our legitimate interest in answering people who ask about our services.

Booking and carrying out a survey

Contact and access details for whoever will let us in. At the property we record measurements and details of its construction, insulation, heating, hot water, lighting, ventilation and windows. We photograph the building and its fittings, not people, and we record documents you show us, such as guarantees or building control certificates. For a floor plan we record the layout and the room dimensions.

Lawful basis: performing our contract with you. If someone else booked the visit, for example your landlord, our legitimate interest and theirs in getting the assessment done.

Lodging an Energy Performance Certificate

To issue a certificate we have to enter the property's address and the survey data on the government's Energy Performance of Buildings Register. We do that through our assessor's accreditation scheme, so the scheme receives the same data.

Lawful basis: a legal obligation. The Energy Performance of Buildings (England and Wales) Regulations 2012 require the data to be on the register before a certificate is handed over.

Quality checks by our accreditation schemes

Elmhurst Energy, ECMK and Quidos audit their members' work. When they ask, we must send them the evidence behind a certificate: the photographs, measurements and site notes. ECMK also asks for the email address of whoever ordered a certificate lodged through it, and may email that person a short survey about our conduct. If you complain to us about an assessment, we may have to tell the scheme.

Lawful basis: our legitimate interest in keeping our accreditation and in certificates being checked independently.

Retrofit assessments and projects

A retrofit assessment under PAS 2035, the UK standard for the energy retrofit of homes, looks at how a home is used as well as how it is built: how many people live there, how and when it is heated, and anything about the household that the design should allow for.

Telling us about a health condition or a disability, yours or anyone else's in the home, is always optional, and saying no does not stop the assessment. We record it only if the person concerned, or someone entitled to speak for them, has told us that we may. We pass it to anyone else on the project, such as the coordinator or the designer, only with the same person's agreement. Either agreement can be withdrawn at any time.

PAS 2035 projects are lodged with TrustMark. The lodgement includes the property address, the owner's name and contact details and the project documents, and TrustMark emails the owner a lodgement certificate. We leave health information out of it.

Lawful basis: performing our contract with you, which includes lodging the project. Where someone else commissioned the work, our legitimate interest in a sound assessment and in meeting TrustMark's rules. For health information, the consent of the person it is about, which has to be explicit because the law gives health information extra protection.

Invoices, payments and accounts

Your name and billing address, what we did and what was paid. We do not take or store card details through this website.

Lawful basis: performing our contract with you, and our legal obligation to keep business and tax records.

Working with agents, housing providers, installers and suppliers

The names, job titles and work contact details of the people we deal with, and a record of our dealings. We may also contact companies and other corporate bodies that we think could use our services. Every message of that kind says how to stop them.

Lawful basis: our legitimate interest in running our business and making it known.

Complaints, disputes and legal claims

Our correspondence with you and the records of the job.

Lawful basis: our legitimate interest in putting things right and in bringing or defending legal claims. Where a complaint is about data protection, we also have a legal obligation to deal with it.

News and offers

We send marketing emails or texts to individuals, including sole traders and partnerships, only if they have asked for them. They can change their mind at any time.

Lawful basis: your consent.

Where we get your information

Mostly from you. We also receive personal information from:

The person or organisation that arranged the work, such as a landlord, an estate or letting agent, a housing provider, a local authority or an installer. They usually give us the name and contact details of whoever will let us in, the address of the property and anything we need to know about access.
The government's energy certificate register, which is open to the public, where we look up any earlier certificate for the property.
Other professionals on a retrofit project, such as the designer or the installer, who may send us contact details and information about the property.

When someone else has given us your details, we tell you who it was, and point you to this notice, when we first get in touch. If you give us another person's details, for example a tenant's name and number so that we can arrange a visit, please let them know.

The government's energy certificate register. Anyone can look up the certificate for an address, and the government also publishes register data in bulk. A certificate shows the address, the rating, the energy features of the building and our assessor's name and contact details. A certificate for a home does not show the owner's or the occupier's name. One for business premises may show the name of the business as part of the address. If you own or occupy the property and would rather the certificate was not open to public view, you can opt out. GOV.UK explains how to opt out of public disclosure.
Our accreditation schemes: Elmhurst Energy, ECMK and Quidos, as described above. Each is responsible in its own right for the information it holds.
TrustMark, where a retrofit project is lodged.
Whoever commissioned the work. If your landlord, agent, housing provider or installer booked us, the certificate, report or plan goes to them.
The rest of a retrofit project team: the designer, the installer and, where the work is publicly funded, the organisation running the scheme.
Self-employed assessors we bring in to help with a job.
Companies that provide our systems: email, file storage, survey and energy modelling software, accounts software and website hosting.
Our bank, our accountant and our legal advisers, and our insurers if there is a claim.
Public bodies, regulators and courts, when the law requires it.

We never sell personal information, and we never give it to anyone for their own marketing.

Information sent outside the UK

We work in the UK, but some of the companies that provide our systems keep information on servers abroad. We rely on one of two routes. Where the country is covered by UK adequacy regulations, UK law accepts its level of protection and nothing more is needed. For the United States, that applies only to providers certified under the UK-US data bridge. Otherwise, our contract with the provider includes approved safeguard terms: the International Data Transfer Agreement or the International Data Transfer Addendum.

Our website host, Cloudflare, handles visitors' IP addresses in data centres in the United States and Europe. Its terms with us include the International Data Transfer Addendum.

Email info@retrohausenergy.co.uk and we will tell you which route applies to each provider and send you a copy of the terms.

How long we keep it

Enquiries that do not become bookings, including messages by email, text and WhatsApp: up to 12 months after our last contact with you.
Survey and assessment records, including retrofit project files: 15 years from the date of the assessment. Our accreditation schemes require at least this, and it matches the 15-year outer limit for most negligence claims.
Health information shared with consent for a retrofit assessment: kept apart from the project file and deleted when our part in the project is finished, or sooner if the consent is withdrawn.
Certificates on the government's register: the law requires the register to keep the data for at least 20 years. The register is run by the government, not by us.
Invoices and accounting records: six years from the end of the company financial year they relate to, as HMRC requires.
Contracts, correspondence, booking details and complaint records: six years after the job or the complaint is closed, in case of a legal claim.
Business contacts: while we work together, and for two years after our last contact.
Website server logs: these are kept by Cloudflare, not by us, for a limited period under its own policy.

When a period ends we delete the information or anonymise it.

Your rights

Access. You can ask for a copy of the information we hold about you.
Correction. You can ask us to put right anything that is inaccurate or incomplete. A certificate cannot be changed once it is on the government's register, so if one is wrong, tell us and we will lodge a corrected certificate.
Deletion. You can ask us to delete your information. We do not have to delete what the law requires us to keep, or what we may need for a legal claim.
Restriction. You can ask us to limit how we use your information.
Portability. Where we hold information electronically that you gave us under a contract or with your consent, you can ask us to send it to you, or to another organisation, in a form a computer can read.
Withdrawing consent. Where we rely on your consent, you can withdraw it at any time.

Using your rights

Email info@retrohausenergy.co.uk, call 07417 535254 or write to us at the address above. It is normally free. We will reply without undue delay, and within one month. If a request is complex we may need up to two more months, and we will tell you why within the first month. We may need to check who you are before we release anything.

Your right to object

You can object at any time to our using your information where we rely on legitimate interests. We will stop unless we have compelling reasons that override your interests, or we need the information for a legal claim. You can also object to direct marketing, and we will always stop.

Do you have to give us your information?

You do not have to use our services, and you never have to tell us about your health. But we cannot quote without the basic details of a property, and we cannot survey it without access.

When a building is being sold or let, the law requires the seller or landlord to have an Energy Performance Certificate. It also requires anyone who owns or occupies the building to give the assessor reasonable access. The address then has to be entered on the register.

Automated decisions

We do not make decisions about you by automated means, and we do not profile you. An energy rating is calculated by approved software from what our assessor records. It describes the building, not the person.

This website

Cookies. The pages of this website set no cookies and carry no advertising or analytics trackers. Our hosting company, Cloudflare, sometimes checks that a visitor is a person and not a robot. When it does, it stores a security cookie called cf_clearance so that you are not checked again. The cookie lasts 30 minutes and is needed to let you through to the page. If any of this changes, we will update this notice first and ask for your consent where the law requires it.
Server logs. Like any website, ours is delivered by a hosting company, Cloudflare, whose servers see your IP address, your browser type and the pages you ask for. We rely on our legitimate interest in running a secure website.
The quote form. The form does not send anything to our website. It opens your own email app with your answers filled in, and nothing reaches us until you press send.
The certificate checker. The postcode box builds a link to GOV.UK in your own browser. The postcode is not sent to us, and we do not store it.
WhatsApp. If you message us on WhatsApp, your messages also pass through WhatsApp, which is owned by Meta and handles them under its own privacy policy.

How to complain

If you are unhappy with how we have handled your personal information, please tell us. You can complain by email to info@retrohausenergy.co.uk, by phone on 07417 535254, or by post to Build Net Zero Limited, 49 Courtelle Road, Coventry, CV6 5FH.

We will acknowledge your complaint within 30 days, look into it without undue delay, keep you informed while we do, and tell you the outcome.

You also have the right to complain to the UK's data protection regulator, the Information Commission's Office (ICO). You can do that at any time. The ICO asks to see the complaint you made to us, so it usually helps to raise it with us first.

Post: ICO Head Office, 4th Floor, No.3 Circle Square, 5 Hawkshaw Street, Manchester, M1 7BL
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint

Changes to this notice

We update this notice whenever the way we work changes. The date at the top shows when it was last revised.

Prepared with reference to the ICO's guidance on the right to be informed and on handling data protection complaints, checked 11 October 2026.

How we use your information