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Privacy notice

Complaints policy

Privacy notice

Contacting Morewood Energy Performance Consultancy

You can contact us in any of the following ways:

What type of information we have

We currently collect and process the following information:

  • The name and contact details of our clients
  • The name, contact details and address of residents
  • Correspondence we have with our clients, residents and partners, such as email records

How we get the information and why we have it

Most of the personal information we process is provided to us directly by clients when they contact us. This information is necessary in order to carry out our energy assessment and consultancy services.

Clients also provide personal information about residents at an address which we need in order to provide services and inspections of their home.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

  • We have a contractual obligation.
  • We have a legal obligation.

What we do with the information we have

We use the information provided by our clients in order to contact them for the purpose of delivering our services and inspections of their home. The recipient of this data is our energy assessor and administrator. We store this information in case we need to contact you for audit and monitoring purposes for our accreditation scheme.

When we lodge assessments, we share information about our clients’ home with Elmhurst Energy for the purposes of completing our energy assessment services. This includes your address but does not include personal identifiable information.

We never share other information with third parties without your consent.

How we store your information

Your information is stored securely and digitally using Microsoft 365. Microsoft acts as a data controller.

Our accreditation scheme’s requirements mean information and evidence about our assessments is stored for up to 15 years. We will then dispose your information by destroying all physical evidence and deleting any digital files.

Your data protection rights

Under data protection law, you have rights including:

  • Your right of access: You have the right to ask us for copies of your personal information.
  • Your right to rectification: You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
  • Your right to erasure: You have the right to ask us to erase your personal information in certain circumstances.
  • Your right to restriction of processing: You have the right to ask us to restrict the processing of your information in certain circumstances.
  • Your right to object to processing: You have the the right to object to the processing of your personal data in certain circumstances.
  • Your right to data portability: You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us using the above information if you wish to make a request.

How to complain

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address is: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

You can also ring the ICO helpline number: 0303 123 1113

Policy information

This policy was last updated in July 2025.

Complaints policy

If you have a problem, we can help

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction.

If you are unhappy with our response, you can take your complaint further through our complaints procedure.

Where to first make your complaint

We aim to resolve your concerns within seven days Sometimes it may take longer to look into the matter fully. If that happens, we will let you know within seven days who will reply to your complaint and when.

You can contact us in any of the following ways to let us know of the problem:

We will confirm a single point of contact when you make your complaint, who is responsible for dealing with the complaint.

We will then arrange for the right person to look into and respond to your concerns.

In the unlikely event that you remain unhappy, you can ask for us to review your complaint.

If you are still not happy

Morewood Energy Performance Consultancy delivers services such as Energy Performance Certificates through an accreditation scheme.

Our services for existing dwellings (RdSAP EPCs) are accredited by Elmhurst Energy Systems Limited. Our services fore new dwellings (SAP EPCs) are accredited by Quidos Accreditation.

If after that review you are still not satisfied, you can at that stage ask the accreditation scheme to help.

The accreditation scheme will investigate your complaint and if felt necessary, it will pass your complaint onto an independent adjudication Service to be nominated by the scheme.

This service, which is an entirely independent mediation and adjudication service will consider your complaint and decide whether to take action against the energy assessor as a result.

Your energy assessor can be ordered to undertake various actions including if appropriate, paying you compensation.

We support this process fully.

Elmhurst Energy Systems’s contact details are provided below.

Quidos Accreditation’s contact details are provided below.

Please be aware that the existence of this process does not prevent you from pursuing a complaint through the courts and as such does not affect your existing legal rights.

Policy information

This policy was last updated on 26th May 2025.