Privacy Policy

HomePrivacy Policy

Privacy Policy

Information we may collect from you

Information we collect about you

Information we receive from other sources

Cookies

How we use your information

Disclosure of your information

Where we store your personal data

Your rights

Access to information

Data Accuracy and Retention

Changes to our privacy policy

Contact

At SES Water ("We") are committed to protecting and respecting your privacy.

This policy (together with our terms of use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting www.seswater.co.uk (our site) you are accepting the practices described in this policy.

For the purpose of the Data Protection Act 1998 (the Act), the data controller is Sutton and East Surrey Water PLC of London Road, Redhill, Surrey, RH1 1LJ. This is our legal name and SES Water is our trading name.

Information we may collect from you

We may collect and process the following data about you from information you give us. You may give us information about you by filling in forms on our site or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our site, establish an online billing account with us, search for a product or services, enter a competition, promotion or survey and when you report a problem with our site or our services. The information you give us may include your name, address, e-mail address and phone number, financial and credit card information, Household income, age, disability, age of children, number of children, receipt of benefits (value and which ones), Prescriptions are also used as evidence, as well as bank statements, driver’s licences, passports etc.  We keep scanned copies of all of this once it’s been evaluated.

We also collect information for discount tariffs such as WaterSure, Water Support and WaterSure Plus on behalf of Thames so that these can be processed (Water Support applications go to Citizens Advice Mole Valley). Our Priority customers may provide information to us about medical conditions to allow us to make suitable arrangements during supply interruptions

Information we collect about you.

With regard to each of your visits to our website we may automatically collect the following information:

  • technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
  • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

If you physically visit any of our sites we will collect personal data from you like your name and contact number to keep you safe while at our premises. The sites are monitored by CCTV so your image may be captured in this way and will be captured by our visitor sign in system. We collect information about your water use by reading your water meter

Information we receive from other sources.

We may receive information about you if you use any of the other websites we operate or the other services we provide. In this case we will have informed you when we collected that data that it may be shared internally and combined with data collected on this site. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, local authorities and credit reference agencies) and may receive information about you from them.

Cookies

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy.

How we use your information

We use information held about you in the following ways:

  • In the legitimate interests of the company to provide you with water, bill you for that water, notify you about supply interruptions or water quality information
  • to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us;
  • to notify you about changes to our service;
  • to ensure that content from our site is presented in the most effective manner for you and for your computer.
  • To promote water efficiency in line with the requirements from our regulator OFWAT in the legitimate interests of the company to manage water demand
  • For the purpose of market research. You may be contacted by us directly or by ‘We answer’ a data processor used by us, to gather feedback about the service we provide to allow us to make improvements to our service.

We will use information we collect about you :

  • to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
  • to allow you to participate in interactive features of our website, when you choose to do so including our online billing service;
  • as part of our efforts to keep our site safe and secure;
  • to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
  • When you call us or we call you the calls will be recorded for training and quality purposes

We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).

Disclosure of your information

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your information with selected third parties including:

  • Business partners, suppliers and sub-contractors for the supply of services to you and performance of any contract we enter into with you.
  • Local authorities for the purposes of confirming the occupancy of property.
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site.
  • If we are contacted by the police or HMRC we may share your personal data in line with section 29 (3) of the data protection act, for the prevention and detection of crime.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Sutton and East Surrey Water PLC trading as SES Water or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use or the terms upon which we provide water services or to protect the rights, property, or safety of Sutton and East Surrey Water PLC, trading as SES Water, our customers, or others.
  • In the event that you fall into arrears we may share your personal data with credit reference agencies and third party debt collection services in the legitimate interests of recovering your payment.
  • In the event of water quality events or failings we may share your personal data with regulators which is a legal requirement
  • We are also required to share your personal data with OFWAT for the purposes of the Service Incentive Mechanism (SIM) to measure and monitor customer service and you may be contacted by a third party for market research and asked to measure the service that we provide to you.
  • We will disclose your personal data to Market Operator Services Ltd if you are a non-household customer to enable switching between retailers.

Where we store your personal data

We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at CustomerRelations@seswater.co.uk.Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you and must be made in writing please to CustomerRelations@seswater.co.uk

Data Accuracy and Retention

Please let us know if we need to make any changes to your personal data to ensure it is accurate and up to date. We will only retain your information for as long as it is needed.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you. Please check back frequently to see any updates or changes to our privacy policy. This privacy policy was last reviewed in April 2017.

Contact

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to CustomerRelations@seswater.co.uk

 


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