Privacy Notice

Who we are

FixPilot helps people in Newcastle and surrounding areas report property problems and arrange appropriate repair help. For the current pilot, FixPilot decides how the information described in this notice is used.

Our formal legal-entity and business-address details will be added before commercial launch. Until then, privacy questions can be sent to info@fixpilot.uk.

Information we collect

We collect the information needed to understand and handle your repair request.

A phone number and enough information to identify the problem are needed to submit a request because we must be able to understand it and contact you. Fields marked optional can be left blank.

• Request details, such as your description, selected categories, urgency and preferred visit time.
• Contact and property details, such as your phone number, optional name, role, address and postcode.
• Photos or videos you choose to upload, together with technical file details needed to process them.
• If you are a tenant, optional landlord or property-manager contact details that you choose to provide.
• Basic technical and security information, such as IP address, browser or device information, timestamps, request references and service logs.

How and why we use it

We use this information to review your request, contact you, identify suitable repair help, arrange the next step, show you a limited request status, operate the service, prevent misuse and keep appropriate business and security records.

Depending on the situation, we use information to take steps at your request, for our legitimate interests in operating and securing the service, and to meet legal obligations. Repair-related calls or messages are service communications, not marketing.

An operator reviews each request. FixPilot does not currently use solely automated decision-making to accept a request or arrange a repair.

Who may receive it

Access is limited to authorised FixPilot operators and administrators, suitable repair professionals where necessary to assess or arrange the work, and hosting, storage, IT or security providers that help us run the service. We may also disclose information where the law requires it or to establish, exercise or defend legal claims.

We use Telegram Messenger Inc. to notify authorised operators in a private team group. Copies include the submitted request and contact/property details, any landlord details you provide, and uploaded photos. Videos remain in our authenticated dashboard. Telegram stores these copies in its cloud; they are not end-to-end encrypted and may be processed outside the UK. See Telegram’s Privacy Policy. You do not need a Telegram account. WhatsApp and SMS delivery are not currently enabled.

Landlord or property-manager details

If you give us another person’s details, only share what is needed and what you are allowed to provide. Where appropriate, please tell them that you have shared their details with FixPilot so we can discuss approval or payment for this repair.

How long we keep information

An unfinished request saved on this device expires after 24 hours and is removed after a successful submission. A file uploaded but not attached to a submitted request is scheduled for deletion after 24 hours. Submitted request, contact, property, media, operational and audit records are kept only for as long as needed to handle the request, support customers, resolve complaints or disputes, meet legal or accounting duties, and protect the service.

A private status link remains available while the request is open and for 30 days after it is completed or cancelled. While status access remains available, a lost link may be recovered using the request reference and matching phone number. The final class-by-class retention schedule remains a commercial-launch requirement and will not default to indefinite storage.

Telegram copies are separate from the dashboard record. Removing a request from our system does not automatically remove its Telegram copy; operators must handle removal from the private group as part of any applicable deletion request. Please contact us if you have a question about these copies.

Device storage, cookies and analytics

The request form uses necessary browser storage. An unfinished form and a pending send-recovery record may be stored on this device for up to 24 hours. After a successful submission, confirmation details — including the request reference, contact phone, request summary, private status token and link and, while valid, the short-lived permission to correct the phone number — may be kept in this browser’s local storage. This lets us restore the confirmation and private status access after a reload or when you reopen the site. It is kept for no more than 30 days and is removed sooner if you explicitly start a new request or use the FixPilot brand link to reset the form. Your browser or device may also clear it sooner. FixPilot does not currently use advertising trackers, marketing analytics or non-essential marketing cookies. We will update this notice and, where required, ask for a choice before adding them.

Keeping your information safe

We use access controls, encrypted connections and private access links to reduce unauthorised access. A request-status link works like a key: anyone who receives it may be able to see the limited status shown there, so keep it private. The status page does not display your full contact details, address or uploaded media.

No online service can promise absolute security. If you think a FixPilot link or your information has been exposed, contact us promptly.

Your data-protection rights

Depending on the circumstances, you may ask for access to your personal information, correction, deletion, restriction or portability. We may need to confirm your identity before acting on a request. Contact info@fixpilot.uk to make a request.

Your right to object: you may object where we rely on legitimate interests. Whether we can continue using the information will depend on the reason for the objection and any compelling legitimate or legal grounds that apply.

You can also complain to the UK Information Commissioner’s Office. Visit the ICO complaints page for guidance. We would appreciate the opportunity to address your concern first.

Changes to this notice

We will update this page when the service, providers or legal arrangements change. The date above shows when this notice was last revised.