Who we are
Contained Living & Co is the trading name of Contained Living Co Ltd (company number 17190520), registered office 20 Wenlock Road, London, England, N1 7GU. We build shipping container conversions and are based in Radcliffe, Greater Manchester. We are the data controller for the information described here.
For anything to do with your data, email [email protected] or call 07786 339 726.
What we collect
- Contact details: your name, phone number, email address and postcode.
- Project details: what the room is for, its size and finish, whether you own the property, garden access, budget range, timescale, and anything you tell us in a message.
- Your preferred times for a survey or viewing, and photos or video of your garden and access route if you choose to send them.
- Your consent choices, and when you gave them.
- Records of our conversations: texts, emails, WhatsApp messages, call notes, and recordings and transcripts of calls with our voice assistant.
- Appointment details if you book a call or site visit.
- Basic technical information our website host logs automatically, such as your IP address, browser type and the pages requested, used to keep the site secure and working.
Where it comes from
- Our website quote form.
- Lead forms on our Facebook and Instagram ads. When you submit one, Meta passes the answers you gave on the form to us. We don't receive anything else from your Meta account.
- Messages you send us on Facebook, Instagram or WhatsApp, and calls, texts and emails you send us.
- Our Google Business Profile, if you contact us through it.
How we use it
- To reply to your enquiry, ask follow-up questions about your project and give you a quote.
- To call, text, email or WhatsApp you about your enquiry, including appointment confirmations and reminders.
- To arrange, carry out and support any work you go ahead with, and to keep records of quotes, orders and invoices.
- To send you offers and news, but only if you have opted in. You can stop these at any time.
- To show our ads to the right people and measure how well they work (see the section on Facebook and Instagram).
- To keep our website and systems secure and to meet our legal obligations.
We never sell your information.
Calls, texts, WhatsApp and our voice assistant
After you send an enquiry, we may call you back to talk about your project and book a survey or a visit to our display unit. That first call may be made by Ellie, our voice assistant: an automated, AI-powered assistant working on our behalf, not a person. Calls with Ellie are recorded and transcribed, so we have an accurate record of what you asked for and can check the quality of our service. Our enquiry forms, including our Facebook and Instagram lead forms, tell you that Ellie is a voice assistant and ask whether you are happy for her to call you. She will not necessarily say she is automated at the start of the call, but she will always tell you honestly if you ask. If you would rather not speak to a voice assistant or be recorded, tell Ellie during the call, or email [email protected] or call 07786 339 726, and Jack or the team will contact you personally instead.
We may send you texts, emails or WhatsApp messages about your enquiry. To stop texts, reply STOP. To stop emails, use the unsubscribe link or reply asking us to stop. You can also tell us at any time by phone or email, and we will update our records.
No decision that affects you is made by automated means alone. Quotes and decisions about your build are always made by a person.
Facebook and Instagram
If you reply to one of our ads using a lead form, Meta Platforms Ireland Ltd shares the details you entered on that form with us, and we use them as described in this notice. How Meta itself uses your information is set out in Meta's own privacy policy.
We may share a scrambled (hashed) copy of the email addresses or phone numbers of people who have enquired with Meta, so we can stop showing them ads they no longer need, measure which ads lead to enquiries, or reach people with similar interests. Meta matches and then deletes the scrambled data and does not use it for anything else. You can object to this at any time by contacting us, and you can manage the ads you see in your Facebook and Instagram ad settings.
Cookies
This website does not use advertising or tracking cookies, and it does not use the Meta Pixel or Google Analytics. If we ever add them, we will ask for your consent with a cookie banner first and update this notice. Pages such as our booking calendar or embedded videos may set their own cookies when you use them.
Our lawful bases
- Steps before a contract, and the contract itself: handling your enquiry, quoting and doing the work.
- Consent, given on our forms: calls from our voice assistant, and texts and WhatsApp messages about your enquiry. You can withdraw it at any time.
- Legitimate interests: recording and transcribing calls with our voice assistant and keeping accurate records, improving our service, securing our systems and running our advertising. We balance these against your rights, and you can object at any time.
- Consent, through a separate optional box: marketing texts and emails, and any non-essential cookies. Withdrawing consent doesn't affect anything we did before.
- Legal obligation: keeping financial records and responding to lawful requests.
Who we share it with
We only share your information with service providers who help us run the business and who must keep it safe and use it only on our instructions:
- HighLevel (LeadConnector), our customer relationship system, which stores enquiries and sends our texts, emails and appointment reminders.
- Midline Growth, our marketing agency, which manages our ads, customer system and follow-up on our behalf.
- HighLevel (LeadConnector), which also provides our voice assistant calls, call recordings and transcripts, using sub-processors including Twilio (telephone network), OpenAI (language model) and ElevenLabs (voice).
- Meta (Facebook, Instagram and WhatsApp), for lead forms, messages and advertising as described above.
- Our email, calendar and website hosting providers (the website is hosted by Vercel), and our accountant if you become a customer.
We may also share information if the law requires it, or to protect our rights.
International transfers
Some of these providers, including HighLevel and Meta, store or process data outside the UK, mainly in the United States. Where they do, the transfer is protected by UK adequacy regulations (such as the UK Extension to the EU US Data Privacy Framework) or by the UK International Data Transfer Agreement or Addendum, so your information gets the same level of protection.
How long we keep it
- Enquiries that don't go ahead: 12 months from our last contact, then deleted.
- Customers: for the length of the guarantee plus 6 years, so we can honour the guarantee and meet tax rules.
- AI call recordings and transcripts: 90 days.
- Marketing preferences: we keep a record of opt-outs so we don't contact you again.
Keeping it safe
Access to your information is limited to people who need it, accounts are protected by passwords and two-factor sign-in, and our providers use encryption and secure data centres.
Your rights
You can ask us for a copy of the information we hold about you, and ask us to correct it, delete it, limit how we use it, or send it to you or another organisation in a portable format. You can object to us using it for direct marketing or on the basis of legitimate interests, and withdraw consent at any time. Email [email protected] or call 07786 339 726. We will reply within one month.
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Children
Our services are for adults. We don't knowingly collect information from anyone under 18.
Changes to this notice
We may update this notice from time to time. The date at the top shows when it last changed.