Help and Contact

Your data

We collect information from you when you visit our website, contact us by telephone or email or if you receive a communication from us.

Category of personal data	Examples of your personal data
Contact information	Name, Address, Email Address, Telephone Number
Transaction information	Contact information, date of birth, billing details, payment details, any communications, complaints, income details, expenditure details, affordability information, credit rating, operational investigations, repairs, interruption to supply, planned maintenance, meter details (including meter serial numbers and water usage), Vehicle registration for ANPR systems on visitor sites.
Legal information	Fraud checks or flags raised about your transactions, payment refusals, complaints, CCJ's.
Preference information	Your marketing preferences, your account settings including any default preferences, any preferences we have observed, such as the types of services that interest you, or the areas of our website that you visit.
Communications	Communications we may have with you, whether relating to a transaction or not. Please note that we record calls to our Contact Centre team.
Voluntary information	Any voluntary information you provide us with, such as responses to customer campaigns and surveys
Observed information	Details of your online browsing activities on our website, such as the pages or areas of our website that you visit, or which link has brought you to our website from our email communications or other websites. Any health conditions you may want to inform us of to help us manage your account. This information may be identifiable to you because you are logged in to your account, or because we have collected details of your IP address or the device that you have used to access the website. This will also collect the geographic region which your device reports to us that you are located in.

We use the data we collect about you for various purposes. UK Data Protection laws sets out specific “lawful bases” for processing personal data. The table below sets out under which basis we process different information about you, and explains the purpose of that processing. It also sets out the specific rights you have in respect of that processing, which may depend on the basis we process it for.

Lawful basis and purpose	What personal data do we use?	Specific rights you may request
Complying with legal obligations: To meet our obligations under: Water Industry Act 1991 Water Industry Act 1999 Water Act 2014 Instrument of Appointment (issued by the Secretary of State for the Environment) Water Supply (Water Fittings) Regulations 1999 Water Supply (Water Quality) Regulations 2016 Water Resources Act 1991 Environment Act 1995 To confirm your identity, to keep records required by law or to evidence our compliance with laws, including tax laws, consumer protection laws and data protection laws. To provide information to law enforcement agencies or other authorities where we are required to do so. To manage shareholder transactions.	Legal information, Transaction information, Communications (where relevant), Preference information (cookie preferences only), Contact information	To access the personal data we hold about you To correct the personal data we hold about you
Our legitimate interests: To manage customer accounts, including keeping customer records, customer care, Homeserve and other interactions including compensation and GSS, for our internal business administration, and to protect customers and our business from fraud to minimise the risk of false details being used, and abuse by fraudsters. This is necessary in order for us to operate efficiently, deal with any issues which may arise and to protect ourselves against any future legal claims and ourselves and others against fraudulent transactions.	Transaction information, Legal information, Communications, Preference information	To restrict our processing to storing your personal data, except when using it for purposes of legal advice or action, or to protect another individual.
To provide you with operational and service requirements based on health circumstances or financial circumstances, where applicable.	Contact information, Transaction information, Legal information Communications	To restrict our processing to storing your personal data, except when using it for purposes of legal advice or action, or to protect another individual.
To manage any surveys or other water efficiency promotions that you have chosen to participate in. Where possible we will use pseudonymised data for these purposes.	Contact information, Preference information, Communications, Voluntary information	To object to our use of your personal data for the purposes stated.
Perform a task in the public interest: For performing public functions in the Public Interest for personal data, and necessary for reasons of Substantial Public Interest (SPI) for special categories of data (health data) To provide you with operational and service requirements based on health circumstances or financial circumstances, where applicable.	Contact information, Voluntary information	To access the personal data we hold about you To correct the personal data we hold about you To opt out of the additional services provided if your circumstances change
Consent: To send you direct marketing for non-water related products and services.	Contact information Voluntary information	To withdraw your consent. You can withdraw your consent to receive direct marketing from us by contacting us.