Pyramid Eco privacy notice
Pyramid Solution South East Limited, trading as Pyramid Eco, is committed to protecting your privacy and your personal information when you contact us, use our website or use our services.
This notice tells you what to expect us to do with your personal information. It sets out our obligations and your rights under UK data protection law (the UK GDPR and the Data Protection Act 2018), which regulates the use of personal information by every private and public sector organisation.
It covers:
- Who we are and what we do
- Warm Homes: Local Grant in London (Warmer Homes London)
- Contact details
- Why we handle personal information
- What information we collect, use, and why
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- Who we share information with
- Sharing information outside the UK
- Our website and cookies
- Service updates and marketing
- Third-party websites
- Protecting your personal information
- Changes to this notice
- How to complain
Who we are and what we do
Pyramid Eco is a retrofit installer. We install insulation, heat pumps, solar panels and battery storage in homes across London and the South East, working directly with homeowners and landlords and as a delivery partner to local authorities, housing associations and main contractors.
Much of our work is carried out under government-funded energy efficiency schemes. The local authority, housing association, funding body or main contractor that runs a scheme or contract is a separate organisation from us. It holds its own records about you, decides for itself how it uses them, and will have its own privacy notice, which we encourage you to read. If you have a question about how one of those organisations uses your personal information, you need to contact them directly. We do not generally hold information on their behalf beyond what we need to carry out the work.
Warm Homes: Local Grant in London (Warmer Homes London)
Where we carry out surveys or install measures under the Warm Homes: Local Grant programme in London, we do so as a delivery partner to the Greater London Authority (GLA), which runs the programme in London as Warmer Homes London. The GLA is a separate data controller for the personal information it collects and uses to run the programme, including your application, eligibility checks and the online platform used to manage applications.
The GLA’s Warmer Homes privacy notice sets out how the GLA will use your personal information. It also includes information about the lawful basis conditions the GLA relies on to process your personal information, including any special category information you provide. Please read it alongside this notice: Warmer Homes privacy notice (London City Hall).
Our own use of your information when we survey your home and carry out the work is covered by this notice. Where the GLA shares your information with us, or we share information about the survey and installation with the GLA, this is to deliver the programme and to allow the GLA to administer, monitor and evaluate it.
Contact details
Pyramid Solution South East Limited, trading as Pyramid Eco, is the data controller for the personal information described in this notice.
Telephone
0208 080 1677
Please use these details for any question about this notice, to exercise any of your data protection rights, or to raise a concern about how we have handled your information.
Why we handle personal information
Under data protection law we are only allowed to use personal information if we have a proper reason to do so, known as a lawful basis. The lawful basis we rely on depends on how you have engaged with us: whether you have asked us for a quote or a survey, entered into a contract with us, had work carried out under a funded scheme, signed up for updates, or contacted us with a query or complaint. In most cases our use of your information is necessary to provide the service you have asked for, to carry out our contract with you or with the organisation funding the work, or to meet a legal or regulatory obligation. The detail is set out in the sections below.
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Date of birth
- Purchase or account history
- Health and safety information
- Account information
- Photographs or video recordings
- Records of meetings and decisions
- Identification documents
We collect or use the following information for the operation of customer accounts and guarantees:
- Names and contact details
- Addresses
- Account information, including registration details
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Addresses
- Location data
- Recorded images, such as photos or videos
- Records of consent, where appropriate
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Account information
- Video recordings of public areas
- Video recordings of private or staff only areas
- Customer or client accounts and records
- Information relating to health and safety
Lawful bases and data protection rights
Under UK data protection law, we must have a lawful basis for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights, which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access: you have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which mean you may not receive all the information you ask for. You can read more about this here.
- Your right to rectification: you have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this here.
- Your right to erasure: you have the right to ask us to delete your personal information. You can read more about this here.
- Your right to restriction of processing: you have the right to ask us to limit how we can use your personal information. You can read more about this here.
- Your right to object to processing: you have the right to object to the processing of your personal data. You can read more about this here.
- Your right to data portability: you have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this here.
- Your right to withdraw consent: when we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
- Consent: we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
- Consent: we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
- Consent: we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Consent: we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Where we get personal information from
- Directly from you
- Publicly available sources
- Market research organisations
- The local authority, housing association, funding body or main contractor that has referred you to us or under whose scheme your work is being carried out
How long we keep information
We retain information for seven years. Some records relating to guarantees, warranties and scheme compliance may need to be kept for longer where the guarantee period or the rules of the scheme require it.
Who we share information with
We will not sell your personal information to anyone for any reason. We do not share your personal information with any third party unless they are providing services to us under a contract or another formal agreement, or the disclosure is permitted or required by law.
The organisations we may share personal information with are:
- Relevant regulatory authorities
- Professional consultants
- Suppliers and service providers
- The local authority, housing association, funding body or main contractor under whose scheme or contract your work is carried out, where that is needed to deliver, fund, audit or evidence the work. For Warm Homes: Local Grant work in London this includes the Greater London Authority (see the Warmer Homes London section above)
- Scheme, certification and guarantee bodies where work has to be registered or lodged to be compliant or guaranteed, such as TrustMark, MCS, the IAA (Insulation Assurance Authority) and guarantee providers
Sharing information outside the UK
Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.
Organisation name: Pyramid Solution South East Limited
Category of recipient: Operations
Country the personal information is sent to: Bulgaria
How the transfer complies with UK data protection law: Bulgaria is a member of the European Economic Area. The UK has recognised the EEA as providing an adequate level of protection for personal data, so transfers to Bulgaria are covered by the UK’s adequacy regulations and do not need an additional safeguard.
Our website and cookies
When you use our website we may collect information about your visit, such as the pages you view, how you reached the site and the type of device and browser you use. We use this to understand how the site is used and to improve it. If you complete an enquiry form we collect the details you enter so that we can respond to you.
Our website saves small text files, called cookies, on your device. A cookie typically contains the name of the website it came from, how long it lasts and a name. It does not give us access to the rest of your device, and only the site that created the cookie can read it.
We use the following types of cookie:
- Session cookies: to ensure you are recognised as you move from page to page within our site and that any information you enter is remembered.
- Persistent cookies: to recognise you as a returning visitor and to understand, in aggregate, how visitors use the site.
When you first visit the site you are asked which cookies you are happy for us to set, and you can change your choice at any time through the cookie settings link on the site. You can also control cookies through your web browser’s settings. Our cookie policy lists the cookies we use, what each one does and how to opt out.
Service updates and marketing
We will only send you marketing communications where you have agreed to receive them. If you are currently receiving service updates, newsletters or marketing communications from us and no longer wish to, please let us know by emailing bookings@pyramideco.co.uk, or use the unsubscribe link in any email we send you. We will act on your request without undue delay.
Third-party websites
Some pages on our website contain links to sites owned and operated by other organisations, including grant scheme operators, certification bodies and government guidance. They are required to maintain their own privacy policies. We do not accept any responsibility or liability for the privacy practices of these third-party websites, and your use of them is at your own risk.
Protecting your personal information
Your trust is very important to us and we are committed to keeping your personal information safe. We take the measures necessary to make sure it is properly protected and secured, including appropriate technical and organisational arrangements to secure the information you give us.
We will never send you an unsolicited message asking you to provide your password, bank or card details or other sensitive information by email, text message or through a link. Grant-funded home improvements are a common target for scams. If you receive a message claiming to be from us that asks for this kind of information, do not respond to it, and please get in touch with us straight away using the contact details above. If you have any concerns about the personal information we hold about you, please contact us straight away.
Changes to this notice
We may need to update this privacy notice from time to time, for example when we start working under a new scheme or change the way we use information. When we do, the “last updated” date at the bottom of this page will change. Any changes will apply to you and your information from the date they are published, so please check back here regularly. If a change directly affects how your personal information is processed, we will take reasonable steps to let you know.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If your concern relates to the Warm Homes: Local Grant programme in London, who to contact first depends on who dealt with the matter. If the GLA dealt with it (for example your application or an eligibility decision), please complain to the GLA in the first instance, using the contact details in its Warmer Homes privacy notice. If we dealt with it (for example your survey or the installation), please complain to us in the first instance, using the contact details at the top of this notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Last updated
17 September 2026