Legal & privacy

Who we are and what we do

FlatFix365 trades as FlatFix365.com and operates this website. We are a property maintenance agent and introducer based in Manchester, United Kingdom.

• Trading name: FlatFix365.com
• Address: Manchester, Greater Manchester, United Kingdom
• Email: info@flatfix365.com
• Hours: Mon - Fri 8am - 6pm · Sat 9am - 2pm

We do not carry out the work. We introduce you to independent third-party trades, accredited assessors and SRA-regulated solicitors. Any contract for the work is formed directly between you and that provider. They set their own price, invoice you directly, are responsible for the standard and safety of their work, and carry their own insurance and registrations. We are paid a referral or coordination fee by providers in our network. That fee is never added to the price you are quoted, and it does not influence which provider you are matched with.

We are not a law firm, a surveyor, an insurance intermediary, a financial adviser or a licensing authority. Nothing on this website is legal, financial, investment, tax or technical advice.

Privacy notice

This notice explains how we collect and use personal data, in line with the UK General Data Protection Regulation and the Data Protection Act 2018. FlatFix365 is the data controller for the personal data described here.

What we collect

• Enquiry details you give us: your name, email address, telephone number, the property postcode, property type and occupancy status, the services you need, the urgency, and the description of the work.
• Assistant conversations: if you use the on-site assistant to submit an enquiry, the details you type into that flow are submitted in the same way as the form. General chat that is not submitted is not stored on our servers.
• Contact history: emails and messages between us, and notes about the outcome of your enquiry.
• Technical data: your IP address, browser type and the pages you visited, collected through server logs and, only if you agree, analytics cookies.
• Marketing preferences: whether you have asked for compliance reminders and updates.

We do not ask for and do not want special category data, bank account details, card details or identity documents through this website. Please do not send them to us. If a trade needs payment details, you give those to the trade directly.

Why we use it, and our lawful basis

• To answer your enquiry and match you with a suitable provider - our lawful basis is the performance of our agreement with you, or our legitimate interest in responding to a request you made.
• To share the relevant details with the vetted trade or regulated firm best suited to the job so they can quote and attend - this is the entire purpose of an introduction, and we ask for your explicit agreement on the enquiry form before doing it.
• To keep records of enquiries, quotes and outcomes - our legitimate interest in running the business and resolving disputes, and compliance with legal obligations.
• To send optional reminders and updates - only with your consent, which you can withdraw at any time.
• To keep the site secure and prevent abuse - our legitimate interest in protecting the service, including short-term IP logging for rate limiting.

Who we share it with

• The provider we introduce you to. They receive only what they need to quote and attend, and they become an independent data controller for their own use of it under their own privacy notice.
• Our hosting provider, which stores the website and the enquiry records on servers in the United Kingdom or European Union.
• Professional advisers, insurers or authorities where we are legally required or permitted to disclose.

We do not sell your personal data. We do not pass it to unrelated marketing lists. We do not use it to train automated decision-making or profiling systems, and no decision about you is made solely by automated means.

How long we keep it

• Enquiries that do not proceed: up to 12 months, then deleted.
• Enquiries that lead to work: up to 6 years from completion, to cover contractual and limitation periods.
• Marketing consent records: until you withdraw consent, plus a short period to evidence the withdrawal.
• Server and security logs: normally no more than 12 months.

Your rights

You have the right to be informed, and to request access, correction, erasure, restriction, portability, and to object to processing based on legitimate interests. Where we rely on consent you can withdraw it at any time. To exercise any right, email info@flatfix365.com and we will respond within one month.

If you are unhappy with how we have handled your data you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to put it right first.

Cookie policy

We use a small number of cookies and similar storage. Under the Privacy and Electronic Communications Regulations, anything that is not strictly necessary is only set after you agree, and nothing optional is set until you click accept.

Strictly necessary (no consent required)

• ff_consent_v1 - browser local storage that remembers your cookie choice so we stop asking. Kept until you clear it.
• ff_splash and ff_chat_nudge - session storage so the intro animation and the assistant prompt only appear once per visit. Cleared when you close the tab.

Optional analytics

If you accept, we may set aggregate analytics to understand which pages are useful. These are not used to identify you personally and are never used for advertising. If you reject, none are set and the site works exactly the same.

Third party content

We load web fonts from Google Fonts, which means your browser makes a request to Google's servers and Google may process your IP address for that purpose. We do not embed advertising, social media trackers or session recording tools.

You can change your mind at any time - reopen the cookie choices - or block and delete cookies in your browser settings.

Terms of use

1. Acceptance

By using this website you accept these terms. If you do not accept them, please do not use the site.

2. Our role

We provide an introduction and coordination service. Submitting an enquiry does not create a contract for any work and does not oblige us to provide any service or oblige you to accept any quote. A contract for work is only formed between you and the provider, on the provider's terms, when you accept their quote.

3. Quotes and prices

Any price, timescale or availability mentioned on this site or by the assistant is indicative only. Only a written quote from the provider is binding, and it is binding on them and you, not on us.

4. Provider responsibility

Providers are independent businesses. We verify registrations and insurance before they join our network and re-check at renewal, but we do not supervise their work, and we are not liable for the acts, omissions, standard of work, delay or conduct of any provider. Claims relating to the work should be made against the provider under their contract and insurance. Please also tell us, because conduct affects whether a provider remains in our network.

5. Information on this site

The compliance and regulatory information here is general guidance about duties that commonly apply to privately rented homes in England. It is not legal advice, it is not tailored to your property, and legislation changes. Requirements differ in Wales, Scotland and Northern Ireland, and licensing requirements in Manchester vary by address. Always confirm your position with Manchester City Council, GOV.UK or a suitably qualified professional. We accept no liability for decisions taken solely on the basis of this website.

6. The assistant

The on-site assistant is an automated tool that answers from a fixed knowledge base. It can be wrong or out of date, it does not give legal advice, and it cannot commit us or any provider to anything. Anything it takes down is confirmed by a person before action.

7. Acceptable use

Do not misuse this site by introducing malicious code, attempting unauthorised access, scraping at scale, or submitting false, abusive or spam enquiries. We may refuse or withdraw service and report unlawful activity.

8. Intellectual property

The FlatFix365.com name, logo, site design, text and code are owned by us or our licensors and may not be reproduced without permission.

9. Availability and links

We aim to keep the site available but do not guarantee uninterrupted access, and we may change or withdraw content without notice. External links are provided for convenience and we are not responsible for third-party sites.

10. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, and to the extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of rent and loss of data arising from use of this website or from any introduction. Nothing here affects your statutory rights as a consumer.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live elsewhere in the United Kingdom you may also bring proceedings in your own courts.

Consumer cancellation rights

Where you deal with us or a provider as a consumer and the agreement is made at a distance or away from the provider's business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to change your mind, starting the day after the contract is made.

• Our introduction service is free to you, so there is nothing to refund if you cancel it. Simply email info@flatfix365.com.
• For the work itself, exercise the cancellation right with the provider. Their quote will set out how to do it.
• If you expressly ask for work to begin within the 14-day period and then cancel, the provider may charge you for what has already been supplied.
• Emergency call-outs are usually treated as a request for immediate performance, so expect the attendance charge to stand.

Complaints procedure

Because the work contract sits with the provider, raise complaints about the work with them first - they are responsible for it and hold the relevant insurance. Please also tell us so we can help and so we can review their place in our network.

• Step 1. Email info@flatfix365.com with the property address, the dates, the provider involved, your reference number and what went wrong.
• Step 2. We acknowledge within 5 working days.
• Step 3. We investigate, speak to the provider, and give you a full written response within 20 working days. If it will take longer we tell you why and when to expect it.
• Step 4. If you remain unhappy, we will tell you what other options exist - the provider's own trade body or competent person scheme (for example Gas Safe, NICEIC or NAPIT), their professional indemnity insurer, the Solicitors Regulation Authority and Legal Ombudsman for legal work, your local authority for housing standards, or the courts.

Accessibility statement

We want this site to be usable by everyone, and we aim to meet the Web Content Accessibility Guidelines 2.1 at level AA.

• The whole site can be operated by keyboard, with a visible focus outline and a skip link to the main content.
• Text contrast, heading structure, form labels and error messages are built for screen reader use, and the assistant announces new messages politely.
• Animations, including the intro sequence, are disabled automatically if your device requests reduced motion. The intro can also be skipped by clicking it or pressing Escape.
• Text can be resized up to 200 per cent and the layout reflows down to a 320 pixel wide screen.
• The site does not rely on colour alone to convey meaning.

If any part of this site is a barrier for you, email info@flatfix365.com and describe the problem. We will fix it or give you the information another way, and we will always accept an enquiry by plain email if the form does not work for you.