Privacy
Privacy policy
Last updated: 3 October 2026
This policy explains what personal information Always Energy Limited collects when you use this website, contact us, or book a site survey, why we collect it, and what your rights are. We have tried to keep it short and in plain English. If anything is unclear, email hello@alwaysenergy.co.uk and a person will answer.
1. Who we are
Always Energy Limited is the "data controller" for the information described here — that means we decide how and why it is used.
- Registered in England and Wales, company number 17317571
- Registered office: Units 3-5 Toutley Industrial Estate, Toutley Road, Wokingham, England, RG41 1QN
- Email: hello@alwaysenergy.co.uk
- Phone: 07762 240783
2. What we collect
When you fill in a form on this site (site survey request or call-back request): your name, email address, phone number, the site address and postcode, what you are interested in, any message you add, the survey date you choose, and whether you ticked the box asking for an immediate call-back.
When you call, message or email us: your phone number or email address, what you tell us, and notes we make so we can follow up. If you message us on WhatsApp, WhatsApp (Meta) also processes that message under its own privacy policy.
When you talk to our AI assistant (phone or website chat — see section 5): the conversation itself, a recording if it was a phone call, a written transcript, and the details you give during the conversation (for example your name, site and preferred survey date).
When you browse the site: with your consent, analytics data about how the site is used (pages viewed, rough location, device type). Without consent we collect nothing for analytics — see our cookie policy. Our spam-protection check (Cloudflare Turnstile) runs when you submit a form and may process your IP address and browser details to tell people from bots.
We do not ask for, and please do not send us, payment card details or anything sensitive such as health information.
3. Why we use it, and our legal grounds
UK data protection law (the UK GDPR and the Data Protection Act 2018) says we need a lawful basis for each use. Ours are:
| What we do | Why we are allowed to |
|---|---|
| Reply to your enquiry, arrange and carry out a site survey, send you a proposal | Taking steps at your request before entering a contract, and then performing that contract |
| Keep a record of enquiries and conversations in our customer system (CRM) so we know what has been said and promised | Our legitimate interest in running the business properly and giving you a consistent service |
| Record and transcribe calls with our AI assistant so we can check the details and follow up | Our legitimate interest in capturing enquiries accurately — and you are told at the start of the call that it is recorded |
| Ring you back within about a minute using our AI assistant after you submit a form | Your consent — only if you tick the "Call me back now" box. You can untick it, or ask for a human instead, at any time |
| Analytics about how the website is used | Your consent, given through the cookie banner. You can withdraw it from the cookie settings link in the footer |
| Spam protection on forms | Our legitimate interest in keeping the site secure |
| Keeping records we are legally required to keep (for example invoices) | Legal obligation |
We do not sell personal information, and we do not use it for automated decisions that have a legal or similarly significant effect on you.
4. Who we share it with
We use a small number of service providers ("processors") who handle data on our instructions and are not allowed to use it for their own purposes:
- ElevenLabs — runs our AI voice and chat assistant and stores the recordings and transcripts.
- Twilio — carries the phone calls made and received by the AI assistant.
- Google (Workspace, Calendar and Analytics) — our email, our survey diary, and website analytics (analytics only with your consent).
- Cloudflare — Turnstile spam protection on our forms.
- Our web host and our customer system (CRM) — the server this website and our CRM run on.
- Meta (WhatsApp) — if you choose to contact us on WhatsApp.
We may also share information where the law requires it, with our professional advisers, or with a buyer if the business is ever sold. If we introduce you to a partner for part of a project (for example UK Power Connections Ltd for grid connection works), we will tell you first and share only what that partner needs.
5. Our AI assistant and call recording
Some calls to 07762 240783, call-backs you request, and conversations in the website chat may be answered by our AI assistant rather than a person. It will tell you it is an AI at the start. It can answer questions, take your details and book a site survey into our diary.
- Phone conversations with the assistant are recorded and transcribed so that a person can check what was said and follow up.
- You can ask for a human at any point and we will call you back.
- Recordings are kept for 90 days and transcripts for 12 months, then deleted.
- The assistant does not make decisions about pricing or contracts; a person always does that.
6. International transfers
Some of our providers (ElevenLabs, Twilio, Google and Cloudflare) are based in or store data in the United States. Where that happens, the transfer is protected by the safeguards UK law requires — the UK–US Data Bridge where the provider is certified under it, or the UK International Data Transfer Agreement / Addendum to the EU Standard Contractual Clauses. You can ask us for details of the safeguard that applies to a particular provider.
7. How long we keep it
- Enquiries that do not lead to work: 24 months from our last contact with you, then deleted from the CRM.
- Clients: for the life of the contract and 6 years afterwards, which is the period we may need records for tax and legal reasons.
- AI call recordings: 90 days. Transcripts: 12 months.
- Analytics data: as set by Google Analytics retention settings (currently 14 months).
- Emails and calendar entries: kept in line with the above, then deleted.
8. Your rights
You have the right to:
- ask for a copy of the information we hold about you;
- ask us to correct anything that is wrong;
- ask us to delete it, where we no longer need it;
- object to, or ask us to restrict, how we use it;
- withdraw consent at any time (for analytics, or for an AI call-back) without affecting anything done before you withdrew;
- receive the information you gave us in a portable format;
- complain to the Information Commissioner's Office (ICO) — ico.org.uk, 0303 123 1113. We would rather you came to us first so we can put things right.
To use any of these rights, email hello@alwaysenergy.co.uk or write to the registered office above. We will reply within one month. We may ask you to confirm who you are first.
9. Security
The website is served over HTTPS, forms are protected against spam, and access to our customer system is limited to the people who need it. No system is perfectly secure, so please do not send us anything you would not want held on a computer, and let us know straight away if you think something has gone wrong.
10. Children
Our services are for businesses and property owners. We do not knowingly collect information about anyone under 18.
11. Changes to this policy
We will update this page when anything changes and show the date at the top. Significant changes — for example new ways we use your data — will be flagged on the site.
Related: Cookie policy