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,
affordabilty information, credit rating, operational investigations, repairs,
interruption to supply, planned maintenance, meter details (including meter
serial numbers and water usage).
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.

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. Thiswill 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. European data protection legislation 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.  

Legal information,
Transaction information,
Communications (where relevant),
Preference information (cookie preferences only)

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.  

Consent:

To provide you with operational and service requirements based on health
circumstances or financial circumstances, where applicable.

To send you direct marketing for water related products and services.

Contact information   To withdraw your consent. You can withdraw your
consent to receive direct marketing from us by contacting us.
Phone (expands content) (collapses content)

Emergencies (24hrs)

0800 783 4444

Billing Enquiries

0345 750 0500

Email (expands content) (collapses content)

Feel free to email us with any enquiries

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