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). |
| 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. Thiswill also collect the geographic region which your device reports to us that |
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: To confirm your identity, to keep records required by law or to evidence |
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, |
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 To send you direct marketing for 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. |
Emergencies (24hrs)