Privacy Policy

Last updated: May 2026

1. Who we are

LondonPlumberAI (“we”, “us”) provides an AI receptionist and call-handling service for plumbers in London. We process personal data in line with UK data protection law, including the UK GDPR and the Data Protection Act 2018. We are registered with the Information Commissioner's Office (ICO). Registration reference: ZC102733.

2. Data we collect

We may collect and process the following:

  • Call data: Phone numbers, call recordings, transcripts, and information you or your customers provide during calls (e.g. name, address, problem description, postcode).
  • Contact and enquiry data: Name, email, phone, and message when you submit our website contact form or onboarding form.
  • CRM and lead data: For our plumber clients, we store lead and job details (e.g. address, issue type, urgency, property type, status) in our systems and in linked tools (e.g. spreadsheets, automation platforms) used to deliver the service.
  • AI-processed data: Call transcripts are processed by our AI system to classify call outcomes (e.g. lead captured, emergency, out of area), generate call summaries, and score call quality. This processing is automated and performed solely to deliver and improve the service.
  • Technical data: IP address, browser type, and similar data when you use our website, where necessary for security or functionality.

3. How our AI receptionist works

When a customer calls your PlumberAI number:

  • The call is answered by our AI voice assistant (“Victoria”), which uses speech-to-text (Deepgram), a large language model (Groq/Anthropic), and text-to-speech (Cartesia) to conduct the conversation.
  • At the start of each call, the AI informs the caller that the call is handled by an AI assistant and may be recorded.
  • Call audio is processed in real time and is not stored beyond the duration of the call unless call recording is enabled for your account.
  • Transcripts are generated during the call and stored to provide you with call records and analytics.
  • No call data is used to train third-party AI models. Our sub-processors process data only to deliver the service.

4. Purpose and legal basis

We use this data to:

  • Deliver and improve our AI receptionist and call-handling service.
  • Generate call summaries, quality scores, and outcome classifications for your dashboard.
  • Send you notifications (SMS, email, WhatsApp) about new leads and emergencies.
  • Respond to enquiries and manage onboarding.
  • Comply with legal obligations and protect our rights.

We rely on contract (for service delivery), consent (where we ask for it explicitly), and legitimate interests (e.g. improving our service, security) as appropriate under UK GDPR.

5. Retention

We keep data only as long as needed for the purposes above or as required by law.

  • Call recordings: Retained for 90 days by default, then automatically deleted. You may request a shorter retention period.
  • Call transcripts and summaries: Retained for the duration of your subscription plus 30 days after cancellation.
  • Account data: Retained for the duration of your subscription plus 12 months for legal and accounting purposes.
  • Website analytics: Aggregated and anonymised; retained indefinitely.

5. Your rights (UK GDPR)

You have the right to:

  • Access: Request a copy of the personal data we hold about you.
  • Rectification: Ask us to correct inaccurate data.
  • Erasure: Ask us to delete your data in certain circumstances.
  • Restriction: Ask us to restrict how we use your data in certain circumstances.
  • Data portability: Receive your data in a structured, machine-readable format where applicable.
  • Object: Object to processing based on legitimate interests.
  • Withdraw consent: Where we rely on consent, you may withdraw it at any time.

To exercise these rights, contact us using the details below. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

6. Sharing and sub-processors

We share data only with service providers ("sub-processors") that help us deliver the service, under strict confidentiality and data protection terms. We do not sell your data. Key sub-processors include:

  • Twilio (telephony and SMS) — US, Standard Contractual Clauses in place
  • Deepgram (speech-to-text) — US, data processed in transit only
  • Cartesia (text-to-speech) — US, data processed in transit only
  • Groq / Anthropic (AI language models) — US, no training on customer data
  • Supabase (database hosting) — EU (Ireland, eu-west-1)
  • Hetzner (server hosting) — EU (Germany)
  • Stripe (payment processing) — US/EU
  • Cloudflare (CDN and web hosting) — Global

A full list is available at sub-processors.html. We take appropriate technical and organisational measures to keep your data secure, including encryption in transit (TLS) and at rest.

7. Automated decision-making

Our AI receptionist classifies calls automatically (e.g. as a lead, emergency, or out-of-area enquiry). These classifications are used to route notifications and populate your dashboard. No automated decisions with legal or similarly significant effects are made about individuals without human oversight.

8. Contact

To exercise your rights, contact us at: privacy@londonplumberai.co.uk

For privacy enquiries or to exercise your rights, you may also contact us via the contact form at LondonPlumberAI.