We're Thames Water, the largest Water and Wastewater Services Provider in the UK. We're officially known as Thames Water Utilities Ltd (‘TWUL’) and we're wholly owned by Kemble Water Holdings Limited.
The purpose of this Privacy Notice is to make it easier for you to understand how TWUL use and protect your personal data.
This Privacy Notice outlines how and what personal data we collect, how that data is used, stored, retained and the basis on which we disclose your personal data (this means any information which identifies you or allows us to identify you when combined with other data), as well as your rights in respect of such personal data.
We take your personal data privacy very seriously and we're committed to protecting your personal data. We encourage you to read the sections below thoroughly.
If we make any significant changes impacting your privacy, we'll make this clear on our website. Please remember to check from time to time.
We may collect your personal data in a number of ways, for example:
We automatically collect some information about your visit to our websites but this does not record personally identifiable information. This is technical information about how your browser and the device you are using interacts with our website and does not reveal personal details like your name, address and payment information. Personal data does not include information where your identity has been removed or is unknown.
We group together the technical information we collect about all our website users and aggregate it for analysis to understand how users prefer to use our website and where we should make changes to make it work more efficiently and better for you.
The sort of information recorded includes how many people visit our website, which pages and items are the most popular and about how you use and interact with our website.
Our websites use “cookies”.
Cookies are small text files that are placed on your computer by websites that you visit.
They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the website. Cookies do not record name, address or payment details for instance.
We may collect the following types of personal data:
Managing water supplies will only get more difficult as our population grows and our climate changes.
As a result, we need to modernise the way we manage supplies by fitting meters across our region, helping to protect supplies for future generations.
Smart meters send us regular meter reads (hourly/daily/monthly), so we can:
Find more information about how we use your data for the smart metering programme.
We're committed to improving the service we provide to our customers. Essential to this is the need to understand, directly from our customers, how well we're currently doing. We use this information to create and monitor change. Gathering this feedback also provides us with an opportunity to reconnect with our customers and ‘put things right’ should they be less than happy with our service.
We use a variety of methods to gather feedback from our customers. We may do this ourselves, but equally we also rely on a small number of partner organisations. We have Data Sharing Agreements in place with these agencies and all conform to Market Research Society Codes of Conduct. The following agencies undertake the most work for us:
Customer data generated through these routes will only be used for the purpose of gaining a better understanding of the service we provide, how we can improve it and with the intention of helping customers during incidents if required. This is not used for any Marketing activity.
We collect and store the following information (which may include personal data) that you and/or your agent provide:
For more information about property searches please visit the website.
Developer Services offers a wide range of products and services, with expert advice and assistance for all of our customers. We're responsible for providing new assets, adoption of new and existing assets and ensuring they meet our standards.
We'll use the information you provide on Developer Services application forms to provide the service you’ve requested. We potentially share it with our delivery partners, to provide the service you’ve requested.
This could include contacting you to discuss your application and/or provide more details, visiting the site where work needs to be carried out, and invoicing you when appropriate.
We won’t use this information for marketing purposes without contacting you to seek your consent.
For more information about Developer Services please visit the website.
The objective of this project is to deliver a self-managed social community platform for end customers to help each other with standard queries, and share knowledge through discussion forums.
End users need to register to this website to participate in any topics or threads in the forums.
As part of registration, we capture name, email address and display name.
This isn’t a customer service channel so there will be no personal information posted in these forums. There will be moderators who will be monitoring the end user activity.
The security of your personal data is very important to us. We'll ensure that the personal information that you provide us via this website is held on secure servers.
We'll take appropriate technical and organisational measures to prevent unauthorised or unlawful processing of personal data and protect against accidental loss or destruction of, or damage to personal data.
Details of payments that you make to us, payment card details and other transaction details are held by a third party payment provider who must comply with strict security and confidentiality rules and comply with data protection legislation.
We have a retention policy in place and will store your personal data as long as necessary for the provision of our services.
We take all reasonable steps to retain your information for as long as is necessary to fulfil our contractual and legal obligations to you.
We may use your personal data in the following ways:
Thames Water is not reliant on consent for processing your information; instead we rely on four other lawful bases to process, which are:
We may share your personal data:
Transferring personal data outside the EEA
We have contractual arrangements in place with third party partners and agents who perform services on our behalf. These partners may include printers, IT specialists, research firms and credit card processors.
We only choose third party service partners that we can trust and when we use them, we disclose only the personal information that is necessary to deliver the service provided. We've contracts in place that require them to keep your information secure and process it in accordance with our instructions.
How do we use the information we receive?
We share your personal data with, and receive your personal data from, credit reference agencies in order to help us maintain up-to-date customer records, manage our customer debt risk, and feed information into our debt collection process.
The information we receive from credit reference agencies may be used in the following ways:
If you owe us money and don't repay in accordance with our payment terms, we'll notify you of our intention to file a default. If your bill remains unpaid then we'll notify our credit reference agency. This could result in your credit rating being negatively impacted.
Information that we give and receive from credit reference agencies includes:
In addition, credit reference agencies may provide us with public information about you such as County Court Judgements, bankruptcies and Electoral Register Information.
At any point while we're in possession of or processing your personal data, you, the data subject, have the following rights, although they are all affected by different conditions and limitations:
You also have the right to lodge a complaint regarding our use of your data. Please tell us first, so we have a chance to address your concerns. If we fail in this, you can address any complaint to the UK Information Commissioner’s Office, either by calling their helpline or as directed on their website.
Please let us know if the personal data that we hold about you needs to be updated by emailing us.
If you provide us with special category data, we will process this information for the purposes which you have provided it.
You can request a copy of the information that we hold about you at any time through contacting us by phone, email or letter at the address at the bottom of this notice.
You will be required to prove your identity and then we will provide the information to you free of charge within a month. In some cases, we may need time extension due to the length of the request, in such cases we will agree with you an appropriate response period.
From time to time we, and other companies in the Thames Group, may tell you about water-related goods or services that we believe may be of benefit to you.
When we contact you for this purpose we will give you an opportunity to opt-out from receiving such communications in future if you so wish.
If you would like to write to us please send your letter to:
Thames Water Data Protection Officer
If you prefer to contact us by email.