What changed in customer-contact risk?

3. The ICO reported a sharp rise in automated nuisance-call complaints

On 9 October 2026, the ICO reported 3,684 complaints in September, compared with 1,374 in July. These are complaints across automated nuisance calling—not an HVAC-specific measure and not evidence that inbound AI reception is inherently unlawful. (ico.org.uk)

Buyer action: Evaluate inbound reception and outbound sales calling separately. Do not let a successful inbound trial automatically authorise automated boiler-service sales calls or old-lead campaigns.

4. Maintenance reminders need a content review

The ICO distinguishes administrative service messages from direct marketing. An appointment reminder can be administrative; adding promotional content can make the communication direct marketing, even when selling is not its main purpose. (cy.ico.org.uk)

Buyer action: Review maintenance renewals and quotation follow-ups by purpose, wording, recipient and channel. Put appointment confirmations, contract administration and new sales offers into separate templates and approval routes.