Smart meters- our data privacy and security policy

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1. What data does a Thames Water smart meter collect?

Your smart meter will only record the amount of water your home has used each hour. Once your meter is activated you can view this data on your online account.

2. How is the data collected on my water use?

Smart meters send frequent and automatic hourly readings through a secure wireless network every four hours (each transmission contains the last twelve hours of data). If for any reason your meter is unable to connect to the network, we will try and get it back online but if we can’t, we will send out someone to read the meter each time your bill is due.

3. Why do you collect smart meter data?

We use the smart meter data to:
  • Give you control over your bill as you’ll pay for the amount of water you use.
  • Find and fix leaks quickly on both your supply pipe (the pipe that connects your home to the main supply pipe in the street) and our network.

4. Who has access to this data and why?

Only selected people within Thames Water and those working on our metering programme can use the water usage data. We do not allow anyone to access both the hourly usage data and your personal account information. We never sell your data to third parties or use it for marketing. We do use some third parties to manage parts of our metering processes.

5. How is the data stored?

Your data is stored in a secure database, separate from personal data relating to your account. The database is encrypted and stored in line with the requirements of the Data Protection Act. For more information see our Privacy policy.