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Privacy Policy

The information contained in this website is for general information purposes only.

Aura Retrofit’s aim is to make energy efficiency simple and achievable, ensuring homes are warmer, bills are lower, and energy use is smarter through property assessments and access to government funding and the grants available to their customers.

This Privacy Policy is provided by Aura Retrofit – Home Heating and Energy Solutions

1. Who We Are

Aura Retrofit Limited (“we”, “our”, or “us”) acts as a data controller for the personal information we collect and process about you. Where we deliver works under the Greater London Authority (GLA) Warmer Homes / Warm Homes Local Grant (WH:LG) programme, we act as an official delivery partner working alongside the GLA.

2. Information We Collect

Depending on the services provided, we may collect and process:

  • Contact Details: Name, title, property address, telephone number, and email address.
  • Personal & Household Details: Date of birth, proof of occupancy, property ownership status, and household eligibility details.
  • Financial & Payment Data: Bank account details, payment information, or income/funding eligibility evidence.
  • Property & Survey Data: Technical records, retrofit surveys, floor plans, energy calculations, and photographs of installed measures.
  • Special Category Data: Health or accessibility details where required to evaluate funding eligibility or support vulnerable customers under government schemes (e.g. WH:LG)

3. Cookies and Advertising

We use cookies on our website. Some are necessary for the site to work. With your consent, we also use Google Analytics to understand how the site is used, and Meta’s pixel to measure our Facebook advertising and show our adverts to people who have visited us. Consent is our lawful basis for these, and you can withdraw it at any time through “Manage consent” at the bottom of every page. Information collected by Meta’s pixel may be transferred to and processed in the United States by Meta Platforms, Inc., under the UK Extension to the EU–US Data Privacy Framework. Our marketing agency, Lean Growth Labs, manages our advertising on our behalf and only acts on our instructions. If you send us your details through the quote tool, we use them to prepare and follow up your quote. We do not share them with Meta or Google for advertising. Full details, including each cookie and how long it is kept, are in our Cookie Policy.

4. How We Use Your Information & Lawful Basis

We process your personal information to fulfil our contract with you, comply with legal requirements, and deliver retrofit installations under scheme guidelines.

Greater London Authority (GLA) Privacy Notice & Lawful Basis

For customers supported by or applying through the Warm Homes: Local Grant scheme, your personal data is also processed by the Greater London Authority (GLA) as the scheme administrator.

  • How the GLA Uses Your Data: Please refer to the GLA Warmer Homes Privacy Notice, which sets out in detail how the GLA collects, uses, shares, and stores your personal data across the programme.
  • Lawful Basis Conditions: The GLA’s Privacy Notice details the specific lawful bases under the UK GDPR and Data Protection Act 2018 governing the processing of personal and special category data for scheme administration, evaluation, and public funding purposes (including performance of public tasks under Article 6(1)(e) and legitimate interest).

5. Data Sharing & Third Parties

We only share personal data where necessary to deliver your retrofit project or comply with legal obligations. This includes sharing data with:

  • The Greater London Authority (GLA) and its appointed monitoring/quality assurance agents.
  • Government Departments & Bodies such as the Department for Energy Security and Net Zero (DESNZ).
  • Third-Party Subcontractors: IT/CRM platforms (Commusoft), accredited surveyors, installation engineers, and certification/guarantee bodies (e.g. MCS, TrustMark).

6. Data Storage & Retention

Your data is stored securely in electronic formats (including CRM and cloud server platforms) and physical files. We retain customer information only for as long as necessary to fulfil project delivery, statutory audit obligations, and warranty requirements. Standard retention is up to 3 years following contract termination, or as mandated by scheme funders (e.g. GLA/DESNZ requirements).

7. How to Raise a Complaint

If you have concerns or wish to make a complaint about how your personal data is handled, the process depends on which organisation dealt with the issue:

  • Complaints Handled by Aura Retrofit: If your issue relates to handling by Aura Retrofit or our direct subcontractors, please direct your complaint to us in the first instance:
    • Phone: 023 9225 2171
    • Address: Aura Retrofit Limited, Bridgwater House, Unit 2, Hayward Business Centre, New Lane, Havant PO9 2NL
  • Complaints Handled by the GLA: If your complaint relates to a matter directly handled by the Greater London Authority (such as scheme eligibility checks or GLA platform administration), you should direct your complaint to the GLA Data Protection Team:
    • Email: DPO@london.gov.uk

If you remain unsatisfied after contacting either organisation, you have the right to lodge a complaint with the UK regulator, the Information Commissioner’s Office (ICO) at ico.org.uk.

Last updated: October 2026