Privacy notice

We are a safe pair of hands when it comes to your personal data.

Personal data is any data which can identify you. It can identify you either on its own or when joined to other data we have.

Quick reference to our privacy notice

Our privacy notice tells you how we will collect and use your personal data, when we may share your information with companies in the Anglian Water Group, our contractors and selected third parties.

Who are we?

Anglian Water Services Limited is the principal subsidiary of the Anglian Water Group (Company Number 2366656). To find out more about Anglian Water and the various other names that we use, take a look at our privacy notice below.

You may contact our Data Protection Officer with any questions or concerns you may have:

by email

by post:

Data Protection Officer, Legal Services

Anglian Water Services Ltd

Lancaster House

Lancaster Way

Ermine Business Park

Huntingdon

PE29 6XU

When do we collect your personal data?

We collect your data when you first become an Anglian Water customer, on various other occasions when you make contact with us (or when we need to contact you) and as we provide services to you. In some cases, we collect data because you have contacted us about services which are not directly related to the supply of water or water recycling services e.g. because you want to use our water parks or take part in a survey.

To find out more about the circumstances in which we collect your personal data take a look at our privacy notice document below.

What personal data do we collect and use?

When we ask you for personal data, we will make clear to you why the data is needed.

The personal data we may collect and use includes your contact details (e.g. your name, address, email address, telephone number), bank and payment details, income and expenditure details,information about you obtained from credit reference agencies, information about the use of our services e.g. water usage and consumption information, your communications with us and other publicly available information. We also collect and use special category data (such as health data) in some circumstances.

To find about more information about the personal data we collect and use, take a look at our privacy notice document below.

Why do we need to collect and use your personal data/the legal basis for using your data?

The law requires that we have a specific legal basis to process your personal data.

The majority of the processing that we undertake is carried out on the basis that it is needed to enable us to comply with legal obligations or to pursue our legitimate interests. These activities include:

providing you with services
sharing data with our regulators
making improvements to our service
ensuring that we make appropriate decisions about payment methods (responsible lending)
recovering money that is owed to us for the services that we supply
preventing fraud and crime, and managing our business.

Where we have a legal obligation or legitimate interest in processing your personal data, we do not need your consent to do so.

We also rely upon the following legal grounds for certain data processing activities:

consent – in some circumstances we need to obtain your consent for us to process your data. For example, to use your photo in promotional material we would ask for your consent to do so
contract – we may need to process your data for a contract we have with you.

To find out more, take a look at our privacy notice document below.

Who do we share your personal data with?

We may share your personal data with third parties for a variety of reasons. These third parties include credit reference agencies for credit references and fraud prevention, debt collection agencies for debt recovery purposes, bodies such as the police when we have a legal obligation to make a disclosure, with our partner organisations for the purpose of providing you with services and with our regulators when we have a legal obligation to provide them with information.

We rely upon legal obligation or our legitimate interests (or the interests of a third party) as the legal basis for sharing your data with the majority of third parties.

To see the full description, take a look at our privacy notice document below.

Your personal data may be transferred outside the UK and the European Economic Area. If it is, we have procedures in place to ensure that appropriate safeguards are in place.

How long will we keep your personal data?

We will retain your personal data for as long as is necessary for the purpose for which it was collected.

What are your rights over your personal data?

You can ask for copy of the personal data we hold about you, ask us to change it if it is wrong and in some circumstances get it in a format that can be transferred to another organisation. In certain circumstances you can ask us to remove the data or stop processing it.

You can ask us to stop sending you marketing material, and we must comply with your request. You can also object to automated processing or profiling.

In this case we will need to consider whether we are still entitled to continue processing your personal data based on our legitimate interests. If we refuse your request, you have the right to refer the matter to the Information Commissioner’s Office (ICO).

To exercise your rights, contact our Data Protection Officer:

by email

by post:

Data Protection Officer, Legal Services

Anglian Water Services Ltd

Lancaster House

Lancaster Way

Ermine Business Park

Huntingdon

PE29 6XU

About your consent

Where we need your consent to process your data, we will ask for it and will tell you why we are processing your data.

Where we need your consent in order to process your personal data, you may withdraw your consent at any time. If you withdraw your consent, we will stop processing your data for the purpose for which you gave consent. This does not mean that we will no longer process your data - we may still process your data if we have another purpose with a different legal basis.

More about credit reference agencies (CRAs)

We will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial circumstances and financial history. We do this to assess creditworthiness, check your identity, manage your account, make responsible, reliable and fair decisions, trace and recover debts, prevent criminal activity and to enable you to build a credit history.

We exchange information about you with CRAs on an ongoing basis, including about your settled, paid accounts and any debts not paid on time. We consider that in order to better manage our services, data on all customers of our organisation should be shared in this way in order to make more effective credit decisions about you and the detection and prevention of fraud. CRAs will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates.

The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail within our privacy notice document below.

Profiling and automated decision making

We use automated decision making to choose how we recover debts based on a risk score provided by the credit reference agency. Risk scores are also used to determine which payment terms are most appropriate to your situation. All of this activity is undertaken on the basis of our legitimate interests.

Our website

Our website lets you have control over the personal data stored regarding your browsing activity.

Using meter readings to find and fix leaks

From December 2020 if you have an upgraded meter it will automatically send us hourly meter readings to help us find leaks. If water is being used every hour throughout the day and night, it usually indicates there’s a problem. If we spot this at your property, we’ll get in touch to let you know.

To find out more, take a look at our smart metering privacy notice document below.

Direct marketing

We do not use direct marketing to sell our core services. However, we may want to contact you in relation to additional services, such as water efficiency services. We may also want to provide you with marketing information from carefully selected third parties such as WaterAid or HomeServe.

You have the right to stop direct marketing and we must and will always comply with your request. To exercise your rights, contact us:

by phone: 03457 919 155
by email: Contact us - please provide your Anglian Water account number or alternatively your address when you email us.

Complaints

You may complain to our Data Protection Officer about how your personal data is being processed or you can complain to the Information Commissioner’s Office by visiting their website, or by calling 0303 123 1113.

Your responsibilities

You need to tell us when you are no longer liable to pay for our services. This could be, for example, because you have moved house, or it could be due to a change to the individuals who are jointly liable with you.

Any questions

We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and how you can control it.

If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you.

You can write to us at:
Data Protection Officer, Legal Services
Anglian Water Services Ltd
Lancaster House
Lancaster Way
Ermine Business Park
Huntingdon
PE29 6XU

Or contact us by email.

Data sharing

You can also find out more information about how we share data.

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Customer privacy notice