Can I text my customers boiler service reminders? UK rules for engineers
Last updated: 6 October 2026
Which rules apply?
Two sets of UK rules matter: UK GDPR, which covers how you handle customers' personal data, and the Privacy and Electronic Communications Regulations (PECR), which cover sending marketing by text, email and similar. PECR is the one that decides whether you can text a customer.
Is a boiler service reminder "marketing"?
PECR's marketing rules apply to messages that advertise or promote. Messages sent purely for administration or customer service, such as a neutral appointment confirmation, are generally treated as service messages. That exemption falls away if the message has a promotional element.
A text that says "your boiler is due its annual service, please call us to book" is asking the customer to buy a service from you. That is a grey area, and the cautious reading is that it is marketing. So it is sensible to meet the marketing rules and not rely on the service-message exemption.
What is the soft opt-in?
The soft opt-in lets you text your own existing customers about similar products or services without asking for fresh consent. The ICO sets out three conditions:
- The person has bought, or negotiated to buy, a similar product or service from you in the past.
- You gave them a simple way to opt out when you first collected their details.
- You give them a simple way to opt out in every message you send.
The ICO confirms this applies to texts as well as email. It does not apply to prospective customers or to contacts from bought-in lists, so do not text people who have never used you.
A practical checklist
- Only text people you have worked for. Past customers whose boiler you have serviced or installed are covered. Neighbours and leads are not.
- Tell them at the job. When you take their mobile number, say you will text a reminder when their service is due and that they can say no at any time.
- Say who you are in every message. Include your name or business name so the customer knows who it is from.
- Make opting out easy in every message. For example, tell them they can reply or call to stop reminders.
- Stop straight away when someone opts out. Keep a note so they are not messaged again.
- Keep records. Note the date you collected the number and what you told the customer.
Does this change for landlords and businesses?
The soft opt-in and consent rules are written mainly around individual customers, including sole traders and partnerships. Rules for companies differ. If most of your customers are homeowners and tenants, follow the checklist above.
This is general information, not legal advice, and the rules can change. If you are unsure, check the ICO's guidance linked below, or ask a professional.
Sources
- ICO: Electronic mail marketing (soft opt-in)
- ICO: How do we comply with the PECR electronic mail marketing rules?