Privacy and Cookies Policy

Total Drains — a trading name of Skuse Group Ltd
Website: www.totaldrains.co.uk
Last updated: 23 October 2026

1. Who We Are

This website is operated by Skuse Group Ltd, trading as Total Drains, a company registered in England and Wales under company number 16078555.

Registered office: 15 Filwood Drive, Bristol, England, BS15 4HT
Email: info@totaldrains.co.uk
Telephone: 0117 251 0555
Data protection contact: Jack Skuse

In this policy, “we”, “us” and “our” mean Skuse Group Ltd.

We are the data controller for the personal information covered by this policy. This means we decide why and how that information is used.

This policy explains how we handle personal information when you visit our website, contact us, request a quotation or use our services.

We handle personal information in accordance with applicable UK data protection law, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended, including by the Data (Use and Access) Act 2025.

2. Personal Information We Collect

Depending on your dealings with us, we may collect:

• Identity and contact information: your name, address, email address, telephone number and, where relevant, company name and business role.
• Property and service information: the address where work is required, access arrangements, drainage issues, booking details, survey findings, job notes and correspondence.
• Survey and work records: drainage CCTV footage, photographs, reports and evidence of completed work. These may contain personal information where linked to an identifiable person or property.
• Transaction information: quotations, accepted instructions, invoices, payment records and information needed to administer payments or refunds.
• Communications: information you provide through website forms, email, telephone, messages, enquiries or complaints.
• Technical and usage information: IP address, browser and device information, pages visited and interactions with our website, subject to the cookie choices and legal requirements explained below.
• Preference information: your marketing preferences, consent records and cookie choices.

We aim to collect only information relevant to the purpose for which it is needed.

3. How We Obtain Your Information

We obtain personal information:

• Directly from you when you contact us, submit a form, request a quotation, make a booking or use our services.
• During surveys, inspections and works at a property.
• From someone arranging services on your behalf, such as a landlord, managing agent, insurer or authorised representative.
• From providers supporting our bookings, payments, communications and website operation.
• Through cookies and similar technologies, where permitted by law and your choices.

Where someone else provides your information, we use it only where we have an appropriate lawful basis and provide any additional privacy information required.

4. Why We Use Your Information

We use personal information for the purposes below.

PurposeLawful basisResponding to your request for a quotation and taking steps towards a contract with youTaking steps at your request before entering into a contractArranging appointments, carrying out agreed services, providing reports, invoicing and administering contractual guaranteesPerformance of our contract with youCommunicating with tenants, occupiers, representatives and business contacts who are not personally party to our contractLegitimate interests in coordinating and delivering the requested servicesKeeping accounting and tax records and responding to lawful regulatory requirementsCompliance with legal obligationsHandling complaints, establishing or defending legal claims and recovering outstanding paymentsLegitimate interests in resolving disputes and protecting our legal rights; legal obligations where applicableProtecting our systems, preventing misuse and maintaining service qualityLegitimate interests in running a secure and effective businessSending optional electronic marketingYour consentUsing optional analytics or preference cookies and associated informationYour consent, as explained in section 10

Where we rely on legitimate interests, we consider whether the processing is necessary and balance those interests against your rights and reasonable expectations.

Providing information does not automatically mean you consent to marketing.

If you do not provide information reasonably needed to prepare a quotation, arrange access or perform agreed work, we may be unable to provide the requested service. We will explain this where relevant.

5. Marketing Communications

We will send promotional emails, text messages or similar electronic marketing only where you have consented to receive them.

You can withdraw that consent at any time by using the unsubscribe option provided or contacting info@totaldrains.co.uk.

Withdrawing marketing consent does not affect necessary communications about an enquiry, appointment, quotation, ongoing work, invoice or guarantee.

We may retain a limited record of your marketing objection so that we can continue to respect your preference.

6. Who We Share Information With

We do not sell your personal information.

Where necessary and lawful, we may share relevant information with:

• Employees and approved subcontractors who need it to arrange or complete your work.
• Providers of job management, communications, website hosting, IT support and document storage services.
• Banks, payment providers and accounting service providers.
• Accountants, insurers, legal advisers and other professional advisers.
• Your authorised representative or an organisation legitimately involved in arranging or managing the work.
• Courts, regulators, HMRC or law enforcement bodies where disclosure is legally required or otherwise lawfully justified.

We limit sharing to information relevant to the recipient’s role. Providers processing information on our behalf must be subject to appropriate contractual requirements.

Some organisations, such as banks and professional advisers, may act as independent data controllers and provide their own privacy notices.

7. International Transfers

Some technology and service providers may process personal information outside the United Kingdom.

Where this involves a restricted international transfer, we must ensure it is covered by an appropriate legal mechanism. Depending on the circumstances, this may include:

• UK adequacy regulations covering the destination or recipient.
• Approved contractual safeguards, such as the UK International Data Transfer Agreement or UK Addendum, together with the required assessment of the protection provided.

You can contact us for information about relevant overseas processing and to request details or a copy of applicable safeguards, subject to necessary redactions.

8. How Long We Keep Information

We keep personal information only for as long as needed for the relevant purpose.

Our retention decisions take account of the type of record, ongoing services, guarantees, legal requirements and any actual or reasonably anticipated dispute.

• Enquiries and quotations: for the period needed to deal with the enquiry, relevant follow-up and any associated complaint or dispute.
• Accounting and tax records: normally six years from the end of the company financial year to which they relate, or longer where legally required.
• Job records, reports, photographs and survey footage: for as long as reasonably needed to deliver the service, support applicable guarantees and deal with relevant claims. Records needed for a longer guarantee may therefore be retained beyond the normal accounting period.
• Complaint and dispute records: for the period needed to investigate, resolve and retain appropriate evidence of the matter.
• Marketing records: while the relevant consent remains valid and the information is needed, with limited suppression records retained where necessary to honour an opt-out.
• Cookie and website information: according to the purposes and durations identified in the website’s cookie information.

We review retained information and delete or anonymise it when it is no longer needed. We do not retain every item in a customer file simply because one record must be kept longer.

9. Security and Your Rights

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure. Access is limited to people and providers who need it for their work.

Depending on the circumstances and the lawful basis involved, you may have the right to:

• Obtain a copy of your personal information.
• Have inaccurate information corrected or incomplete information completed.
• Request deletion of information.
• Restrict how information is used.
• Object to processing based on legitimate interests.
• Receive information you provided in a portable format where processing is automated and based on consent or a contract.
• Withdraw consent where we rely on it.

You have the right to object to the use of your personal information for direct marketing at any time.

Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal. Some rights are subject to legal conditions and exemptions, which we will explain if relevant.

Contact info@totaldrains.co.uk, telephone us or write to our registered office to exercise your rights. You do not need to use a particular form.

We normally respond within one month and do not normally charge a fee. Where the law permits an extension, we will explain the reason and applicable timescale. We may request information reasonably necessary to confirm your identity.

10. Cookies and Similar Technologies

Cookies are small files stored on your device. Similar technologies, such as local storage, pixels and tags, may also store or access information or help measure website activity.

The following categories describe the purposes for which cookies may be used. The website-specific information below identifies the technologies actually in use.

Strictly necessary cookies

These support functions essential to the website or a service you request, such as security and remembering cookie choices. Where they meet the legal requirements for an exemption, they do not require consent.

Analytics cookies

These help measure how visitors use the website so that we can understand performance and make improvements.

Preference and functionality cookies

These remember optional settings or support additional website features.

Our approach to optional cookies

We seek your consent before setting optional analytics or preference cookies. Optional technologies should remain disabled unless you choose to enable them.

Continuing to browse the website does not, by itself, constitute consent. You can decline optional cookies and continue using the website, although features dependent on those cookies may be unavailable.

Our cookie controls must allow you to accept, reject or customise optional cookies and subsequently withdraw consent. Rejecting optional cookies should be as straightforward as accepting them.

Cookie details and controls

You can also use your browser settings to block or delete cookies. Blocking essential cookies may affect website functionality. Browser controls are additional to the choices offered through our website.

11. Questions and Complaints

If you have a question or concern about how we use personal information, please contact:

Jack Skuse — Data Protection Contact
Skuse Group Ltd, trading as Total Drains
15 Filwood Drive, Bristol, England, BS15 4HT
Email: info@totaldrains.co.uk
Telephone: 0117 251 0555

You can make a data protection complaint by email, telephone or post.

We will acknowledge receipt within 30 days. We will investigate appropriately, keep you informed and explain the outcome without undue delay.

You also have the right to complain to the UK data protection regulator, the Information Commissioner’s Office (ICO):

Website: ico.org.uk/make-a-complaint
Telephone: 0303 123 1113

12. Changes to This Policy

We may update this policy to reflect changes in our services, processing activities or legal requirements.

The current version will be published on this page with its last updated date. Where a change requires additional information or fresh consent, we will provide that information or request consent as appropriate.