Who is responsible for your information
The controller of your personal data is Complete Property Cleaning Norfolk Ltd, trading as Connie Malim, company number 16535968, registered at The Gallery, Ketteringham Hall, Church Road, Wymondham, Norfolk NR18 9RS.
Registered with the Information Commissioner's Office, reference ZB903758. In practice I am the only person who handles your information, the company name is simply what I trade under.
What I collect, and why
Only what I need to do the work well and to run the business properly. Nothing is collected for its own sake.
To arrange and carry out the work
Your name and contact details · your home address · notes on what we agreed and what we've worked through · an emergency or next-of-kin contact, only if you'd like me to have one · the name of a family member, carer or attorney where they are arranging things with me
To invoice you and keep proper accounts
I invoice you, and you pay by bank transfer. I don't take card payments, so I hold no card details for my own fees. The only exception is shopping or errands: if you've asked me to buy something on your behalf, I'll note your card details for that purchase and nothing else. I keep the invoice and the record of payment.
To answer your enquiry
Whatever you put in the website form, an email, a text or a WhatsApp message - usually your name, how to reach you, roughly where you are, and what you'd like help with.
To put things right
Records of compliments and complaints, and anything needed to deal with a query or an insurance claim.
Health information, keys and photographs
Health information
Kept to the minimum that keeps you safe and comfortable - allergies, mobility, and, where you've asked me to help with them, conditions. This is special category data under UK GDPR, so I only hold it with your explicit consent, I never share it without your say-so, and you can ask me to delete it at any time.
Keys and access
I don't keep spare keys between visits and I don't write down alarm codes. I keep note of gate codes in locked digital documents but you can ask me to delete them at any time.
Before and after photographs
I take these for my own records of the work, only with your consent. If I'd like to use one on my social media, I will always ask you first, every time, and I'll never show a face, a document, an address or anything that identifies you. Saying no changes nothing about the work, and you can withdraw permission at any point and I can take the post down.
My lawful bases
UK data protection law says I must have a lawful basis for using your information. Mine are:
Contract: for arranging and carrying out the work, and for invoicing you.
Consent: for health information and for using photographs. You can withdraw it whenever you like.
Legal obligation: for keeping accounting records HMRC requires.
Legitimate interests: for handling a complaint, an insurance claim, or a dispute, and for keeping a short record of enquiries I've answered.
How long I keep it: retention schedule
When a period runs out, the information is deleted or securely destroyed. Paper notes are shredded.
What
How long
Why
Enquiries that don't become work
How long12 months
WhySo I recognise you if you come back to me later
Client records and work notes
How long12 months after your last job
WhySo we can pick up where we left off without starting again
Health information
How long12 months after your last job, or sooner if you ask
WhyHeld only while it's needed to keep you safe and comfortable
Card details for shopping on your behalf
How longDestroyed as soon as the purchase is made, unless you ask me to keep them for regular shopping
WhyOnly ever held for a purchase you've asked me to make
Invoices, payments and accounts
How long6 full tax years
WhyRequired by HMRC and company law
Before and after photographs
How long2 years, or until you withdraw permission
WhyMy record of the work, and any post you've agreed to
Complaints, claims and disputes
How long6 years from the date it's closed
WhyThe limitation period for a legal claim, and my insurer may need it
Website form messages
How long12 months, then deleted from my inbox and the form service
WhySo I can answer you and follow up
Where it comes from, and who else sees it
Almost always directly from you. Sometimes from a family member, carer or attorney who is arranging help on your behalf, with your knowledge.
I don't sell your information and I don't pass it to anyone for marketing. A small number of services handle it on my behalf, under contract and on my instructions only:
Formspree: delivers the message you send through the website form to my inbox.
Google Workspace: my email and my cloud storage, where notes and invoices are kept.
WhatsApp/ SMS message: where you've chosen to message me that way. Messages are end-to-end encrypted; Meta holds them on its servers.
My accountant: sees invoices and payment records, nothing about the work itself.
Some of these are US companies, so your information may be transferred outside the UK. Where it is, the transfer relies on the UK's adequacy regulations or standard contractual clauses with the UK addendum.
I would also share information if the law required it, or if I were seriously worried about someone's safety, for instance contacting your next of kin, your GP or social services. I would tell you if I did, unless doing so would put someone at risk.
Cookies
This website sets no cookies, uses no analytics, and doesn't track you. There is nothing here to consent to. If that ever changes, this page will say so before it does.
Your rights
You can ask me to show you what I hold, correct it, delete it, limit what I do with it, object to my using it, send it to you or someone else, or withdraw a consent you've given. Just ask - by email, phone, or in person while I'm with you. It costs nothing, you don't need a reason, and I'll respond within one month.
If you'd rather have it written down, say so and I'll put my answer on paper and post it. More on each right is on the ICO's website at ico.org.uk.
If something has gone wrong
Tell me first if you can: Email connie@conniemalim.co.uk or ring 07391 311870, and I'll look into it properly.
If you're still unhappy, you have every right to complain to the Information Commissioner's Office. Helpline 0303 123 1113, or ico.org.uk/make-a-complaint. Their address is Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
