How we use credit reference agencies (CRAs)

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We've changed the way that we manage your personal details. This will now include sharing your personal data with, as well as receiving your personal data from, credit reference agencies (CRAs).

The personal data shared and received may include your name, your address, date of birth and your account payment history. We are doing this to help us maintain up-to-date customer records, manage our customer debt risk and feed information into our debt collection process.

Common questions on how we use credit reference agencies

If I am a new customer, what steps will Thames Water take in setting up my account?

Personal data of all new customers that join Thames Water will be shared with the CRA that Thames Water has chosen to work with.

What about if I am an existing Thames Water customer? Will Thames Water also share my personal data with CRAs?

Yes. We will periodically share existing account holders’ personal data with CRAs to ensure the accuracy of the information we hold and to manage your accounts appropriately.

What will Thames Water do with my personal data that is obtained from the credit reference agencies?

With the personal data that we obtain, we may do some or all of the following:

  • Assess your account and decide what payment terms are appropriate
  • Verify your identity
  • We may use scoring methods to assess our future relationship
  • Manage your personal account with us
  • Undertake periodic statistical analysis or testing to ensure the accuracy of existing and future products and services
    • What happens if I do not pay my water bill?

      If you owe us money and do not repay in accordance with our payment terms, we will notify you of our intention to file a default. Further to this, if your bill remains unpaid then we will notify a credit reference agency (Equifax), which could have an impact on your credit rating.

      Has Thames Water done a credit check on me?

      No

      Who controls what credit reference agencies are allowed to do with my data?

      All personal data shared with, and received from, CRAs is subject to the Data Protection Act 1998. Compliance with the Data Protection Act 1998 is overseen by the Information Commissioner’s Office (ICO) and all credit reference agencies are in regular dialogue with the ICO.

      Can just anyone look at my data held at credit reference agencies?

      No, access to your personal data is very strictly controlled and only those that are entitled to do so may see it.

      What do I do if I think the personal data shown on my Thames Water account is incorrect?

      Please contact Thames Water as soon as possible if you believe that certain details on your Thames Water account are incorrect.

Also in this section

The use of credit reference agencies for debt management