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Privacy Notice

Find out more about our Privacy Policy and what we do to maintain and protect your personal data.

This Privacy Notice is designed to explain how we collect and use our customers' personal data.

Bristol Water plc (Bristol Water) is committed to protecting our customers' data, uphold their data rights, and meet their expectations for handling personal data. The Notice is designed to be easy to use and understand, if you have any concerns or would like more detail please follow ‘Get in touch’.

Additional Information...

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What personal data we collect

Purpose for collecting your data

Who we share personal data with

Extra Information

Get in touch

What personal data we collect

We will always endeavour to make clear why we are collecting your personal data at the time.

Information you give us

We will collect your personal data whenever you fill in a form, contact us (including by social media), pay us, request a service, provide feedback, or enter a competition or survey.

Information you provide us may include:
  • Account and card details – account number and sort code, account holders name, direct debit details
  • Contact details – postal address, email address, mobile or landline numbers
  • Personal details – name, date of birth


For certain customers we might ask for health information too. This is where a health condition could impact your usage, for example requiring an above average use, or needing a constant supply. We will use the health data to assess requirements and ensure we provide the services required. We will only ever do this with your explicit consent, which can be withdrawn at any time.

Information we collect
Information provided by other sources

Purpose for collecting your personal data

We will only collect data where we have a clear and legal basis to do so. Listed below are the legal bases we rely on and the specific purposes associated with them:

Legal obligation

  • Water Industry Act 1991
  • Water Resources Act 1991
  • Environment Act 1995
  • Water Industry Act 1999
  • Water Act 2014
  • Water Supply (Water Fittings) Regulations 1999
  • Water Supply (Water Quality) Regulations 2016
  • Instrument of Appointment as issued by the Secretary of State for the Environment

 

Legitimate interests

  • Provide water supply services and products
  • Administer a customer’s account, including billing, requests, enquiries, and complaints
  • Contact our customers about service related issues, including interruption to supply, planned maintenance, roadworks, and water quality
  • Make goodwill, bond, and compensation payments
  • Communicate with you about products and services we provide, including water efficiency measures
  • Carry out and analyse customer surveys
  • Carry out staff training and quality assurance
  • Use aggregated data to understand customer trends in lifestyle and water consumption, and to assist in business planning
  • Comply with any regulatory obligations we may have
  • Ensure we operate to the expectations of a responsible water company
  • Handle responses to public consultations, such as our Drought Plan
  • Maintain our land holdings and sites
  • Keep our records accurate and up-to-date
  • Carry out credit checks (for more information see the ‘Credit checks’ section)
  • Prevent and detect crime, including fraud

 

Consent

  • Assess eligibility for a social tariff based on health or financial circumstances
  • Assess and provide operational and service requirements based on health circumstances

 

These purposes may be executed by us or one of our third party service providers.

Who we share personal data with

We are required to share personal data with multiple parties for legal, regulatory, and operational purposes. We have contracts in place with all third parties with whom we share data.

Our contracts detail how personal data should be handled and protected while being processed by any third party. We conduct due diligence checks on third party processors to ensure they comply with their obligations to us.

We will not sell your data to be used for marketing purposes.

Service Providers

List of Service Providers:

  • Bristol Wessex Billing Services Limited (t/a Pelican Business Services) -Read meters, send out bills, handle billing enquiries, process payments, and account management
  • Wipro Limited -Our IT services provider. They have access to all our systems and data.
  • Network Maintenance Contractors (including Kier Integrated Services Limited) -Perform network maintenance, including street works and responding to water supply incidents, provide priority services to ‘vulnerable’ customers.
  • Self -Lay Providers -Making new supply connections at development sites
  • Housing Associations and Landlords -Water regulations inspections
  • Land Agents -Managing our land and property, and obtaining land rights
  • Customer Services Support -Handle large scale call volumes during water supply incidents, and provide software for live chat featured on our website
  • Social Media Platforms -Responding to enquiries and complaints
  • Customer Survey and Feedback Services -Carry out and analyse surveys and feedback results
  • Mgage Europe Limited -SMS text alert system during water supply and water quality incidents
  • Credit reference agencies -Carry out credit checks
  • Debt recovery companies (including Searchlight Collections Limited) -Collection of unpaid charges
  • Insurance providers -Managing litigation and compensation claims
  • Auditors -Provide assurance for business processes and decision
  • External Legal and Professional Advisors -Obtaining legal advice, managing disputes, and compensation claims
Other water companies
Legal and regulatory agencies

Our Data Protection Officer

We have appointed a Data Protection Officer (DPO) who is responsible for monitoring our compliance with data protection legislation. To contact the DPO please see our ‘Contact Us’ page.

Extra Information

About Us

About Us

Bristol Water is a water-only company and a statutory water undertaker supplying customers in the Bristol and South West area. We are part of the Bristol Water group, which the simplified diagram below explains:

We may share your personal data across these group companies. Bristol Wessex Billing Services (also known as BWBSL or Pelican Business Services) is a joint venture company with Wessex Water Services Ltd, and provides billing and certain customer services functions for us. For more details please see the ‘Who we share your data with’ section.

We are a registered data controller, registration number: Z5277208.

This means it is our responsibility to maintain and protect all personal data that we collect and ensure that anyone we share personal data with will also adequately protect that data.

How long do we retain your data for?
Direct Marketing
Automated decision making and profiling
Credit Checks
Data Subject Rights

Get in touch

Call us

Feel free to call our dedicated team to discuss anything listed above.