Privacy Policy

Wise Oak Home & Garden is committed to protecting your privacy and handling your personal information responsibly. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Any personal information collected will only be used for legitimate business purposes and will always be handled securely, fairly and with respect.

This Privacy Policy explains what information we collect, why we collect it, how it is stored, and your rights regarding your personal information.

Please note that Eldritch Oak and its associated website and online store operate under a separate Privacy Policy. If you are using those services, please refer to the Privacy Policy available at the bottom of the Eldritch Oak website.

Photos & Media

Occasionally, it may be beneficial to take photographs or videos before, during or after work has been completed. These may be used for purposes including:

Preparing quotations.
Keeping accurate records of completed work.
Advertising and promoting Wise Oak Home & Garden.
Displaying examples of our work on our website and social media platforms, including Facebook, Youtube, WhatsApp and any social media used in the future.

Your permission will always be requested before photographs are taken for marketing purposes.

Every effort will be made to ensure that your identity, house number, vehicle registration and any other identifiable personal information are not visible within any images used publicly.

If you consent to photographs being used, you may specify where they can and cannot be shared. You may also withdraw your consent at any time by contacting Wise Oak Home & Garden, and we will remove the images from our own platforms wherever reasonably possible.

Customers are welcome to request copies of any photographs taken of work completed on their property, which will be supplied digitally where possible.

Wise Oak Home & Garden will never sell or provide your photographs to third parties for commercial purposes without your explicit consent.

Physical Documents

Some physical paperwork may be collected and retained as part of providing our services. This may include, but is not limited to:

Quotes
Invoices
Receipts
Contracts
Customer questionnaires
Signed agreements

Where appropriate, physical documents may be securely scanned into QuickBooks or another secure business management system to maintain accurate business and financial records.

Original documents will be stored securely and only accessed by the owner of Wise Oak Home & Garden or authorised professionals who require access for legitimate business purposes, such as accountants or tax advisers.

Financial records will normally be retained for up to seven years to comply with UK tax and accounting requirements. Once no longer required, documents will be securely destroyed.

Digital Privacy

Wise Oak Home & Garden stores customer information using trusted business software, including QuickBooks and Microsoft 365 applications such as Outlook, Word, Excel, Forms and Teams where appropriate.

These systems help us:

Prepare quotations.
Produce invoices.
Schedule appointments.
Maintain customer records.
Manage communications.
Meet our legal and accounting obligations.

QuickBooks, Microsoft and any other approved software providers operate their own security measures and Privacy Policies. Customers are encouraged to review these policies if they wish to understand how those providers process personal information.

All electronic devices used to access customer information are protected using passwords and appropriate security measures. Access is restricted to authorised users only.

Wise Oak Home & Garden will never intentionally publish or share personal information, private documents or confidential customer information online.

Correspondence & Electronics

During the course of providing our services we may communicate using:

Telephone
Email
SMS text messages
WhatsApp
Facebook Messenger
Other agreed communication methods

These communications allow us to:

Arrange appointments.
Provide quotations.
Confirm bookings.
Issue invoices.
Respond to enquiries.
Offer customer support.

Your correspondence may be securely retained where necessary for business administration, legal compliance or resolving customer enquiries.

As the business grows, authorised professionals such as accountants, administrators or IT providers may require limited access to certain business records in order to support the safe and efficient operation of the business. They will only receive access where necessary and appropriate.

To provide our services we require at least one reliable method of contacting you, such as a telephone number or email address.

From time to time we may send information about new services, seasonal reminders, surveys or promotional offers. You may opt out of receiving marketing communications at any time.

Cookies

If you use our website, cookies may be used to improve your browsing experience.

Cookies may be used to:

Remember your preferences.
Improve website performance.
Analyse website traffic.
Support website functionality.
Remember login details where applicable.

Where required by law, you will be given the option to accept or decline non-essential cookies.

Further information about cookies used on our website will be available within our Cookie Policy.

Who we share information with?

Wise Oak Home & Garden does not sell, rent or trade customer information.

Your information will only be shared where necessary for the operation of the business, including trusted service providers such as:

QuickBooks
Microsoft
Payment providers
Accountants or tax advisers
Legal or regulatory authorities where required by law

Only the minimum information necessary will be shared.

Personal information will only be retained for as long as reasonably necessary to provide our services, comply with legal obligations or resolve disputes.

Your Rights

Under UK data protection legislation, you have the right to:

Request access to the personal information we hold about you.
Request correction of inaccurate information.
Request deletion of personal information where appropriate.
Restrict or object to certain processing activities.
Withdraw consent where processing is based on your consent.
Lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your information has not been handled correctly.

If you have any questions regarding this Privacy Policy or wish to exercise your rights, please contact Wise Oak Home & Garden using the contact details provided on our website or quotation documents.

Health & Safety Policy

At Wise Oak Home & Garden, the health, safety and wellbeing of our customers, members of the public and ourselves is a priority. We are committed to carrying out all work safely, professionally and in accordance with current UK health and safety guidance wherever reasonably practicable.

Before commencing work, each job will be assessed to identify any hazards and determine the safest method of working. If a task cannot be completed safely, Wise Oak Home & Garden reserves the right to postpone or refuse the work.

Working at Height

Wherever possible, all work will be completed safely from ground level using suitable equipment such as water-fed poles, extendable tools and gutter vacuum systems.

Ladders or other access equipment will only be used where necessary and where it is considered safe to do so. Equipment will be inspected before use and used in accordance with the manufacturer’s guidance and current health and safety recommendations.

Tools & Equipment

Wise Oak Home & Garden uses a variety of professional gardening and exterior cleaning equipment, including but not limited to:

Lawn mowers
Strimmers
Hedge trimmers
Leaf blowers
Mulchers
Spades
Forks
Pruners
Loppers
Shears
Hand saws
Water-fed window cleaning poles
Pressure washers (where applicable)
Gutter vacuum systems (where applicable)

All tools and equipment are maintained, cleaned and inspected regularly to ensure they remain safe and suitable for use.

Equipment will always be operated in accordance with the manufacturer’s instructions and appropriate personal protective equipment (PPE) will be worn where required.

Any defective or unsafe equipment will be removed from service immediately until repaired or replaced.

Personal Protective Equipment (PPE)

Appropriate PPE will be worn depending on the nature of the work being carried out. This may include:

Safety footwear
Protective gloves
Safety glasses or goggles
Hearing protection
High-visibility clothing where appropriate
Protective work clothing

Chemicals

Where cleaning products or weed control products are used, they will always be handled, stored and applied safely and in accordance with the manufacturer’s instructions and any relevant legislation.

Only products suitable for the intended purpose will be used.

Customers will be advised where necessary if treated areas should be avoided for a period of time.

Weather Conditions

Outdoor work is heavily dependent on weather conditions.

Work may be postponed or rescheduled where weather conditions make it unsafe to continue, including but not limited to:

High winds
Thunderstorms
Heavy rain
Snow or ice
Extreme heat
Any other conditions that present an unacceptable level of risk

Customer safety and the protection of property will always take priority.

Some tools are highly conductive.

Customer Responsibilities

To help us carry out work safely, customers are kindly asked to:

Keep children and pets away from the working area while work is being undertaken.
Inform us of any known hazards before work begins.
Ensure reasonable access to the work area.
Notify us of any underground services, delicate plants or features requiring special care where known.
Some tools are highly conductive and could cause severe injury or death, the customer should advise if any electric lines or cables are hidden in bushes, above the home or in gutters.

Health & Wellbeing

Wise Oak Home & Garden recognises that safe working depends upon maintaining good physical and mental wellbeing.

Work will not be undertaken where illness, injury, fatigue or other circumstances could compromise safety.

Regular breaks and appropriate hydration will be taken during longer jobs, particularly during periods of hot weather.

First Aid

Wise Oak Home & Garden carries a basic first aid kit within the work vehicle wherever reasonably practicable.

Any accidents, injuries or near misses will be recorded and reviewed to help improve future safety practices.

Environmental Responsibility

Where practical, Wise Oak Home & Garden aims to minimise environmental impact by:

Reducing unnecessary waste.
Recycling green waste where possible.
Using water responsibly.
Disposing of waste legally and responsibly.
Maintaining equipment to minimise emissions and pollution.

Commitment to Safety

Wise Oak Home & Garden is committed to continually reviewing and improving safe working practices.

Health and safety procedures will be updated as the business grows, new equipment is introduced or legislation changes.

Our aim is to provide a professional, reliable and safe service for every customer while protecting people, property and the environment.

Contract, Terms & Conditions of Service

Introduction

At Wise Oak Home & Garden, we pride ourselves on providing a professional, reliable and friendly service. We aim to build long-term relationships with customers through quality workmanship, honest communication and a personal approach.

These Terms & Conditions explain how we operate and help ensure that both Wise Oak Home & Garden and our customers understand their responsibilities.

By accepting a quotation, booking a service or allowing work to commence, the customer agrees to these Terms & Conditions.

Reviews & Testimonials

Customer feedback is extremely valuable to Wise Oak Home & Garden.

Google Reviews, testimonials and feedback are always appreciated and help us continue to grow and improve our services.

Customers may occasionally be invited to share their experience. Any reviews provided should reflect the customer’s honest opinion and experience.

Before & After images will greatly support the growth of Wise Oak Home & Garden, please share these with the community.

Our Service & Business Approach

A significant amount of work takes place behind the scenes to safely and professionally operate a business. This includes:

Customer communication.
Quoting and scheduling.
Administration.
Record keeping.
Equipment maintenance.
Planning and preparation.
Business management.

A small portion of every job contributes towards these essential operating costs.

Wise Oak Home & Garden aims to provide a more personal, hands-on service, focusing on reliability, care and building trust with customers.

Cancellation of Services

Customers may cancel ongoing services at any time without long-term commitments.

Where possible, reasonable notice should be provided to allow appointments to be rearranged and schedules managed effectively.

Wise Oak Home & Garden reserves the right to cancel or refuse future work where there are concerns regarding safety, inappropriate behaviour, repeated non-payment or circumstances that prevent work being completed safely or professionally.

Communication & Respect

Wise Oak Home & Garden values positive relationships with customers and the wider community.

All communication, including:

Emails
Phone calls
Messages
Social media interactions
Reviews
Comments

should remain respectful and professional.

Abusive, threatening, discriminatory, defamatory or inappropriate behaviour towards Wise Oak Home & Garden, staff, contractors, customers or members of the community will not be accepted.

Wise Oak Home & Garden reserves the right to end communication, remove inappropriate content from its own social media platforms and refuse future services where necessary.

Our online communities, including Facebook, WhatsApp, YouTube and future platforms, are intended to provide a positive environment where customers and the business can communicate, share updates and build relationships.

Insurance

Wise Oak Home & Garden holds appropriate business insurance, including Public Liability Insurance.

Insurance is designed to provide protection where applicable; however, all claims remain subject to the terms, conditions and exclusions of the relevant insurance policy.

Insurance details can be provided upon request.

Agreements

Work may be agreed through:

Written quotations.
Digital agreements.
Emails or messages.
Verbal discussions.

Where possible, important details such as services required, prices and expectations will be confirmed in writing.

Working Methods & Safety

Wise Oak Home & Garden will always aim to complete work safely.

Where possible, work will be completed from ground level to reduce risks associated with working at height.

Any equipment, tools and access methods will be selected based on the safest reasonable approach for the task.

Quotes

Quotes are provided based on the information available at the time.

A quotation may be affected by:

Access restrictions.
Hidden damage or conditions.
Additional work requested.
Changes to the original requirements.
Distance traveled.
Quantity of tasks required.

Where additional work is required, this will be discussed with the customer before proceeding wherever possible.

Quotes are normally valid for 30 days unless otherwise stated.

Property Surveys & Customer Surveys

For certain services, Wise Oak Home & Garden may carry out a property survey before providing a final quotation.

Surveys allow us to assess:

Access requirements.
Safety considerations.
Condition and dangers of areas requiring work.
Equipment needed.
Estimated time required.
Improve services.

A survey does not guarantee that work will be accepted if conditions change or the work cannot be completed safely.

Community

Customers are welcome to join and engage with the Wise Oak Home & Garden community through platforms such as:

Facebook
YouTube
WhatsApp
Future community platforms

The aim is to share updates, gardening advice, completed projects, seasonal information and build positive relationships with customers.

Payment Terms

Payment is due upon completion of work unless alternative arrangements have been agreed in advance.

Accepted payment methods may include:

Bank transfer.
Card payment.
PayPal.
Cash.
Other agreed payment methods.

Invoices should be paid within the agreed payment period and will be forwarded using Quick book invoicing.

Where payment remains outstanding, Wise Oak Home & Garden reserves the right to pause future services until the account has been settled.

Cancellations & Rescheduling

Customers should provide as much notice as possible if they need to cancel or rearrange an appointment.

Late cancellations or missed appointments may affect future availability, scheduled work, lost business time and other customers.

Wise Oak Home & Garden understands that unexpected circumstances occur and will always aim to be reasonable.

Access to Property

Customers are responsible for providing safe and reasonable access to areas where work is required.

Customers should:

Ensure gates and access points are available.
Remove or protect valuable items where necessary.
Inform us of any known hazards.
Keep pets and children away from working areas.
Remove ornaments, pots etc from the work area.

If access is unavailable or unsafe, the appointment may need to be rearranged.

Wise Oak Home & Garden will provide advance notice of planned visits wherever possible and will advise customers if weather, safety concerns or other circumstances require cancellation.

will give advanced notice of visit and will advise if cancellation is required.

Weather Delays

As many services provided by Wise Oak Home & Garden are completed outdoors, weather conditions may affect appointments.

Work may be delayed or rescheduled due to:

Heavy rain.
High winds.
Ice.
Extreme temperatures.
Unsafe working conditions.
Thunderstorms (Lots of conductive tools)

Customer safety, property protection and quality of workmanship will always take priority.

Customer Responsibilities

Customers are responsible for:

Providing accurate information about the work required.
Advising of known risks or hazards.
Informing us of hidden cables, electrical supplies, underground services or other dangers.
Ensuring pets and children are kept away from work areas.
Providing access at agreed times.

Failure to disclose important hazards may affect our ability to complete work safely.

Complaints

Wise Oak Home & Garden aims to provide excellent service.

If you are unhappy with any aspect of the work, please contact us as soon as possible so we can understand the issue and attempt to resolve it.

Complaints will be handled fairly, professionally and with the aim of reaching a reasonable outcome.

Liability

Wise Oak Home & Garden takes every reasonable precaution to protect customers, property and belongings.

We are not responsible for:

Existing damage.
Hidden defects.
Issues caused by circumstances outside our reasonable control.
Damage caused by undisclosed hazards.

All work is completed with reasonable care and skill.

Guarantees

Wise Oak Home & Garden aims to provide high-quality workmanship.

Where a concern is raised regarding completed work, we will review the situation and, where appropriate, seek to resolve the issue.

Guarantees do not cover:

Normal wear and tear.
Weather-related effects.
Natural growth.
Damage caused after completion.
Issues outside our control.

Document Examples

Examples of documents used by Wise Oak Home & Garden may include:

Contracts.
Customer sign-up forms.
Quotes.
Invoices.
Insurance documents.
Surveys.
Risk assessments.

These documents help ensure safe, professional and transparent services.

Green Waste Disposal Policy

Wise Oak Home & Garden aims to complete garden maintenance services in a clean, professional and environmentally responsible manner.

Before work begins, customers will be advised whether removal of green waste is included within the agreed service or whether an additional charge applies.

Grass Cuttings & Routine Lawn Maintenance

For regular lawn mowing services, grass cuttings will normally be managed according to the agreed service.

This may include:

Leaving fine grass clippings on the lawn where appropriate to naturally return nutrients to the soil.
Collecting and removing grass cuttings where agreed.
Adding additional time or charges where significant waste removal is required.
Creating Mulch in the Autumn/Winter

Customers should advise before work begins if they specifically require all grass cuttings to be removed.

Garden Waste Removal

Garden waste created through services such as:

Hedge trimming.
Pruning.
Branch removal.
Garden clearances.
Leaf collection.
Plant removal.

may require additional time, labour and disposal costs.

Waste removal will be discussed with the customer before additional work is undertaken.

Where green waste removal is requested, charges may apply depending on:

Volume of waste.
Type of waste.
Time required.
Disposal costs.
Infected Waste.

Customer Waste Disposal Options

Customers may choose to:

Keep and dispose of green waste themselves. Tip, skip or Green bins.
Use existing garden waste collection services.
Request Wise Oak Home & Garden to remove and dispose of waste for an agreed additional charge. (Can only currently cater for a small amount of waste).

Waste Responsibility

Wise Oak Home & Garden will dispose of waste responsibly and in accordance with relevant regulations.

Green waste will not be fly-tipped or disposed of unlawfully.

Where practical, we aim to reduce environmental impact by recycling or composting suitable green waste.

Unexpected Waste

If significantly more waste is discovered than reasonably expected from the original quotation, Wise Oak Home & Garden will discuss the options with the customer before proceeding with additional removal.

This ensures pricing remains fair and transparent for both the customer and the business.

Risk Assessment – Gardening (Commercial)

Risk Assessment – Gardening & Garden Maintenance Services

Business

Wise Oak Home & Garden

Activity

Gardening and garden maintenance services including:

Lawn mowing
Strimming
Hedge trimming
Pruning
Garden tidying
Leaf clearance
General garden maintenance
Use of powered and hand tools

People at Risk

The following people may be affected:

Wise Oak Home & Garden operator
Customers
Customer family members
Children
Pets
Members of the public
Visitors or neighbours

1. Garden Machinery & Hand Tools

Hazards

Cuts and injuries from blades or sharp tools.
Flying debris from mowing, strimming or cutting.
Noise exposure.
Incorrect use of equipment.
Damaged or poorly maintained tools.

Initial Risk Level

High

Control Measures

Equipment will only be used in accordance with manufacturer instructions.
Tools will be inspected before use.
Damaged equipment will not be used.
Appropriate PPE will be worn where required.
Children, pets and members of the public will be kept away from working areas.
Machinery will be switched off before clearing blockages or carrying out adjustments.
Tools will be stored safely when not in use.

Remaining Risk Level

Low/Medium

2. Slips, Trips & Falls

Hazards

Uneven ground.
Wet surfaces.
Garden waste.
Tools left in walkways.
Hidden obstacles.

Initial Risk Level

Medium

Control Measures

Working area will be assessed before starting.
Tools will be positioned safely.
Waste and debris will be managed throughout the job.
Care will be taken on uneven or slippery surfaces.
Suitable footwear will be worn.

Remaining Risk Level

Low

3. Working at Height

Hazards

Falls from ladders or unstable surfaces.
Falling objects.
Injury to people below.

Initial Risk Level

High

Control Measures

Work will be completed from ground level wherever possible.
Extendable tools will be used where suitable.
Ladders will only be used when necessary and when safe to do so.
Equipment will be checked before use.
Weather conditions will be considered before working at height.
The area below will be controlled to prevent injury to others.

Remaining Risk Level

Low/Medium

4. Weather Conditions

Hazards

Slippery surfaces.
Reduced visibility.
High winds causing falling branches or debris.
Extreme temperatures.

Initial Risk Level

Medium

Control Measures

Weather conditions will be assessed before and during work.
Work will be postponed if conditions become unsafe.
Appropriate clothing and hydration will be maintained.
Extra care will be taken during hot weather.

Remaining Risk Level

Low

5. Customer Property & Surroundings

Hazards

Damage to plants, ornaments, fences or property.
Hidden hazards.
Underground services.
Fragile areas.

Initial Risk Level

Medium

Control Measures

Customer concerns and requirements will be discussed before work begins.
Work areas will be inspected.
Care will be taken around delicate areas.
Customers should inform Wise Oak Home & Garden of known hazards.

Remaining Risk Level

Low

6. Manual Handling

Hazards

Lifting heavy equipment.
Moving garden waste.
Strains and injuries.

Initial Risk Level

Medium

Control Measures

Correct lifting techniques will be used.
Heavy items will not be lifted beyond safe capability.
Equipment will be transported safely.
Assistance will be requested where required.

Remaining Risk Level

Low

7. Chemicals & Weed Control

Hazards

Contact with chemicals.
Incorrect application.
Exposure to people, pets or plants.

Initial Risk Level

Medium

Control Measures

Products will only be used according to manufacturer instructions.
Appropriate PPE will be worn.
Products will be stored safely.
Customers will be informed where appropriate.
Only suitable products will be used.

Remaining Risk Level

Low

Overall Control Statement

Wise Oak Home & Garden will assess each job individually before starting work. Safety of customers, the public, property and the operator will always take priority.

Risk assessments will be reviewed as services, equipment or working methods change.

Risk Assessment – Window Cleaning (Commercial)

Risk Assessment – Window Cleaning & Exterior Cleaning Services

Business

Wise Oak Home & Garden

Activity

Window and exterior cleaning services including:

Traditional window cleaning
Water-fed pole cleaning
Fascia and soffit cleaning
Conservatory cleaning
Exterior surface cleaning
Gutter cleaning where applicable

People at Risk

The following people may be affected:

Wise Oak Home & Garden operator
Customers
Customer family members
Children
Pets
Members of the public
Visitors or neighbours

1. Working at Height

Hazards

Falls from ladders.
Falling equipment or objects.
Injury to people below.
Unstable surfaces.

Initial Risk Level

High

Control Measures

Ground-level methods such as water-fed poles will be used wherever possible.
Ladders will only be used when necessary and where safe.
Equipment will be inspected before use.
Weather conditions will be assessed.
Customers and members of the public will be kept away from working areas.
Suitable footwear and PPE will be worn.

Remaining Risk Level

Low/Medium

2. Water & Slips

Hazards

Wet paths.
Slippery surfaces.
Water entering unwanted areas.
Damage to property.

Initial Risk Level

Medium

Control Measures

Care will be taken when using water around properties.
Water flow will be controlled.
Work areas will be monitored.
Customers will be advised of any wet surfaces.
Equipment will be positioned safely.

Remaining Risk Level

Low

3. Cleaning Equipment

Hazards

Injury from poles, equipment or machinery.
Equipment failure.
Incorrect use.

Initial Risk Level

Medium

Control Measures

Equipment will be maintained and checked regularly.
Manufacturer guidance will be followed.
Faulty equipment will not be used.
Equipment will be stored safely.

Remaining Risk Level

Low

4. Cleaning Products & Chemicals

Hazards

Skin irritation.
Eye contact.
Incorrect use.
Exposure to pets or children.

Initial Risk Level

Medium

Control Measures

Products will be stored safely.
Manufacturer instructions will be followed.
PPE will be worn where required.
Chemicals will never be left unattended.
Customers will be informed where necessary.

Remaining Risk Level

Low

5. Customer Property

Hazards

Damage to windows, frames, fixtures or property.
Existing damage being worsened.
Fragile surfaces.

Initial Risk Level

Medium

Control Measures

Property condition will be assessed before work begins.
Existing damage will be noted where necessary.
Suitable cleaning methods will be used.
Customers should inform us of known issues.

Remaining Risk Level

Low

6. Weather Conditions

Hazards

High winds affecting poles and equipment.
Ice and slippery surfaces.
Extreme temperatures.
Reduced visibility.

Initial Risk Level

Medium

Control Measures

Weather conditions will be assessed before work.
Work will be postponed if unsafe.
Extra care will be taken during adverse conditions.

Remaining Risk Level

Low

7. Public & Customer Safety

Hazards

Members of the public entering work areas.
Children or pets near equipment.
Falling objects.

Initial Risk Level

High

Control Measures

Working areas will be managed safely.
Equipment will not be left unattended.
Customers will be asked to keep children and pets away.
Care will be taken near public areas.

Remaining Risk Level

Low/Medium

Overall Control Statement

Wise Oak Home & Garden is committed to completing window and exterior cleaning work safely and professionally.

All work methods will be assessed before starting, and tasks will be stopped or postponed if safety cannot be reasonably maintained.

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