1. Who we are

Company number: 17314764

Telephone: 0800 084 8844

Email (Data Protection): [email protected]

We are the data controller for all information processed through the manage.repair digital services described in this notice.

2. What information we collect

Information you provide

Depending on which service you use, you may provide:

• Your postcode (used only to securely confirm we are showing the correct repair)
• Satisfaction rating (for example 1–10)
• Yes/No answers relating to the service you received
• Any comments or feedback you choose to submit (free text)

You do not need to provide a job or repair reference. Secure links include an internal token that identifies the correct repair automatically.

Providing feedback questions is voluntary — you may choose not to answer optional questions.

Information displayed from our service systems

The Track My Repair portal displays information that we already hold about your repair in our internal service management systems, for example:

• Customer name and contact details
• Service address and location information
• Equipment details (make, model and serial number)
• Repair status, visit dates and appointment information
• High-level notes and milestones about the progress of your repair

The portal is read-only and does not allow you to directly change the underlying repair record.

Information collected automatically

• Your IP address (as part of standard server and security logs)
• Browser and device information (for example, user-agent string)
• Access and activity information, including:
  • which repair or feedback record was accessed using your secure link
  • the date and time the record was viewed
  • the IP address and browser used to access it
• Strictly necessary cookies used to:
  • protect forms and requests against unauthorised or fraudulent submissions
  • keep your session active while you use the portal
  • maintain secure access where authentication is required

No analytics, tracking, marketing or advertising cookies are used on these services.

3. Why we collect and use your information

We use the information collected through manage.repair for the following purposes:

• To securely identify and display the correct repair record
• To show the current status of your repair and any scheduled visits
• To collect and review customer feedback on our services
• To improve our engineering, onsite repair and customer service operations
• To support our internal quality and information security management processes
• To investigate service performance or security incidents when necessary
• To maintain the security and integrity of the manage.repair digital services
• To maintain an audit trail of access to repair and feedback records (for example, which secure link was used, from which IP address and browser, and when)
• To detect, prevent and investigate misuse or unauthorised access to customer information

4. Lawful basis for processing

We process personal data in the manage.repair digital services under the following lawful bases:

• Contract (UK GDPR Article 6(1)(b)) — to provide repair and maintenance services, including keeping you informed about the status of your repair and any associated appointments.
• Legitimate interests (UK GDPR Article 6(1)(f)) — to monitor service quality, collect feedback, operate a secure and user-friendly portal, maintain audit trails, and support our internal management and compliance processes.

Where feedback or repair information contains personal data, it is processed only for the purposes described above.

5. Cookies used on these services

The manage.repair digital services use only strictly necessary cookies required for security and basic functionality. Depending on which service you use, the platform may set the following cookies:

No analytics, tracking, advertising or marketing cookies are used on the manage.repair digital services.

6. How long we keep your information

The Track My Repair portal displays information stored in our main service management systems. Repair records (including the details visible in the portal) are retained in line with our main Privacy Policy and applicable legal and contractual requirements (for example warranty periods and statutory limitation periods).

Feedback submitted through the survey portal is retained for up to 5 years to support:

• Service quality monitoring and improvement
• Quality management and internal audits
• Internal investigations and trend analysis

After this period, feedback is securely deleted or anonymised. System and security logs relating to access to these services — including records of which repair or feedback record was accessed, when it was accessed, and the IP address and browser used — are retained only for as long as necessary to maintain an audit trail, monitor performance, investigate incidents and maintain security, in line with our internal retention policies.

7. Who we share your information with

We do not sell, rent or trade your information. Information processed through the manage.repair services may be shared internally with:

• Stellar customer service and service desk teams
• Stellar service managers and engineering supervisors
• Quality and compliance teams

We may also share your information with trusted service providers who host or maintain these digital services, but only where necessary and always under a data processing agreement. No data is transferred outside the UK without appropriate safeguards.

8. Your data protection rights

Under the UK GDPR, you have the right to:

• Access your personal data
• Correct inaccurate or incomplete information
• Request deletion of your data where it is no longer needed
• Object to processing based on legitimate interests
• Restrict processing in certain circumstances
• Complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we handle your data

To exercise your rights, contact us at [email protected].

You can contact the Information Commissioner’s Office (ICO) at https://ico.org.uk/make-a-complaint/ .

9. Our main Privacy Policy

These manage.repair digital services are separate from our main website. For full details on how Stellar processes personal data across all services, please contact us using the details in section 1.