Privacy & Cookies
Last updated: 6 November 2026
Who we are
Active Mould Removal is a trading name of Active Specialist Services Ltd, a company registered in England & Wales (company number 17497746). Registered office: 30 King George Road, Andover, SP10 3DG.
We are the "controller" of the personal information described here. If you have any questions about this policy or your information, contact us:
- Email: info@activespecialistservices.co.uk
- Phone: 0333 070 4033
We are registered with the Information Commissioner's Office (ICO).
What information we collect
When you ask for a quote or contact us
- Your name, email address and phone number
- The property address, town and postcode
- The type of property and the service you're interested in
- Details of the problem and any photos or videos you send us
- If you're a landlord, letting agent or housing provider: details of your tenant and the property, which you give us so we can arrange access and carry out the work
When we carry out a survey or work for you
- Notes, measurements, test results (for example moisture readings and swab results), photos of the property and the reports we write
- Quotes, booking details, and records of what you accepted or asked to change
- Payment records. Card payments are handled by Stripe - we never see or store your full card details
- Emails we send you and whether they were delivered
When you visit our website
- Which page you came from and how you found us (for example a search engine or an advert link), so we know which marketing works
- Technical information your browser sends, such as your IP address, which our hosting provider records in its server logs for security
- Analytics information, but only if you accept analytics cookies (see Cookies below)
How we use it and our legal basis
| What we do | Legal basis |
|---|---|
| Reply to your enquiry and give you a quote | Steps you've asked us to take before a contract |
| Book visits, carry out surveys and work, write reports and issue guarantees | Performing our contract with you |
| Take payments and keep accounting records | Contract, and our legal obligations (tax law) |
| Keep records of the work in case of complaints, guarantee claims or legal claims | Our legitimate interest in protecting our business |
| Help landlords meet legal duties on damp and mould (for example Awaab's Law timescales) | Our legitimate interest, and our client's legal obligations |
| Understand how people use our website | Your consent (analytics cookies only) |
We do not sell your information, and we do not send marketing emails unless you've asked us to.
Who we share it with
We only share what's needed, with:
- Our staff and technicians who handle your enquiry or job
- Bluehost (Newfold Digital) - hosts our website and database
- Resend - sends our emails (quotes, reports, booking confirmations)
- Stripe - processes card payments
- Google - provides the fonts on our website (your browser connects to Google to load them), and analytics if you accept them
- Apple - delivers notifications about new enquiries to our staff's phones (this includes your name and area)
- Your landlord, letting agent or insurer, where they instructed the work or you've asked us to
- Professional advisers, or authorities where the law requires it
Some of these providers are based in, or store data in, the USA. Where your information leaves the UK, we rely on the UK's approved safeguards (the UK International Data Transfer Addendum or the UK-US data bridge) to protect it.
How long we keep it
- Enquiries that don't go ahead: 2 years from our last contact
- Customer, job, report and payment records: 6 years after the work is finished (for tax and in case of claims)
- Where we issued a guarantee: 6 years after the guarantee ends
- Website server logs: kept by our host for a short period for security
Your rights
You have the right to:
- Get a copy of the information we hold about you
- Ask us to correct anything that's wrong
- Ask us to delete your information (unless we need to keep it, for example for tax records)
- Object to or ask us to limit how we use it
- Ask us to send your information to you or another company in a usable format
- Withdraw consent for analytics cookies at any time
To use any of these rights, email info@activespecialistservices.co.uk. We'll reply within one month.
If you're unhappy with how we've handled your information, please tell us first. You can also complain to the Information Commissioner's Office: ico.org.uk or 0303 123 1113.
Cookies
We keep cookies to a minimum.
| Name | What it does | Type |
|---|---|---|
| Session cookie | Keeps forms secure and remembers messages between pages | Essential |
| Cookie choice (stored in your browser) | Remembers whether you accepted analytics | Essential |
| Google Analytics | Counts visits and shows how the site is used | Analytics - only with your consent |
You can change your choice at any time using Cookie settings at the bottom of every page.
Changes to this policy
We may update this policy from time to time. The date at the top shows when it last changed.