Copyright Yorkshire Water Services Limited
This site is published subject to the following conditions:
Except as otherwise indicated elsewhere in this website, with respect to a particular portion, file or document, any person is hereby authorised to view, copy, print, and distribute this website or any part thereof subject to the following conditions:
This website may be used for information and for non-commercial purposes only Yorkshire Water Services Limited reserves the right to invoke the authorisation set out in this notice at any time, and any such use shall be discontinued immediately upon written notice from Yorkshire Water Services Limited.
This Website and the Yorkshire Water online billing platform is operated by Yorkshire Water Services Ltd (registered company number 02366682 whose registered office is Western House, Halifax Road, Bradford, BD6 2SZ, VAT Number 500555780) ("We" or "Us").
By using this Website and/or the Yorkshire Water online billing platform you agree to accept and be bound by these terms and conditions.
The website may be used for information and for non-commercial purposes only.
You agree to use the Yorkshire Water Website and online billing platform responsibly and agree not to:-
Transmit material of a racist, obscene or otherwise derogatory or inappropriate nature.
Maliciously interrupt or damage our services.
Use the Yorkshire Water online billing platform for any fraudulent or illegal purpose
In order to access the Yorkshire Water online billing platform you must complete the registration process by providing us with your name, email address, and password.
You must hold a valid and recognised email account to use the Yorkshire Water online billing platform. It is your responsibility to ensure that this email account is both accurate and valid and remains so. If you change your e-mail address, you should let us know immediately through the Yorkshire Water online billing platform.
By completing the registration process and each time you use your email address and password to log into your account you are authorising us to carry out all the instructions you have given us on this website
You will only be granted access to use the Yorkshire Water online billing platform if you log on with your email address and password. Do not share your password with anyone else, even our customer services advisors. We will never ask you for your email address by phone, email or mail.
Keep your details safe and please do not write them down. If you think that somebody may know your password you can change it immediately once your have logged into the Yorkshire Water online billing platform.
For your protection, if you enter your email address and password incorrectly ten times, we will block access to your account.
To reactivate any blocked accounts you will need to call us on the number identified in the "Contacting Us" section.
We retain the right, in our absolute discretion, to refuse access to, disable or discontinue any element of the website or Yorkshire Water online billing platform at any time, without prior notification and without provision of reasons why. We retain the right to delete or remove online accounts where we deem them to have been misused, duplicated, dormant, or invalid for a period of time.
Where possible we will contact you by email when we discontinue any accounts. Your supply will not be affected and we will continue to send your bills through the post.
If we close or delete your account, you can ask us for a new online account at any time.
If you need to contact us about your online billing platform Account or the website, you can call the Customer Contact Centre on 0345 1 24 24 24. You may use this number if you are experiencing problems with using the website, your online account, if you are unable to view your bill or you are unable to make a payment.
Certain hypertext links in this website will take you to websites that are not under the control of Yorkshire Water. When you activate any of these or click on any links, you will leave our website. Yorkshire Water has no control over and will accept no responsibility for any statements, information, material, products or services that are published on or are accessible through any other websites owned or operated by third parties.
We will not accept any responsibility or liability for websites we frame and we recommend that you review the website terms and conditions that are applicable to the third party website.
The fact that we include links to other websites does not mean that we approve of or endorse any other third party website or the content of that website.
If you apply for any product, service or competition mentioned on this website, you should read these terms and conditions with any other terms and conditions which relate to the product, service or competition, and if there is any contradiction between them the specific terms and conditions relating to the product, service or competition will apply.
We can change the prices and details of products and services (and any offers) shown online at any time, without giving notice. We can only provide products and services if they are available and we cannot guarantee that they will be.
We reserve the right to remove or to stop supplying any product, service or competition on this website at any time without giving notice. If we remove a product, service or competition, we will not be responsible to you.
We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference and you may draw the attention of others within your organisation to material posted on our website.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our website must always be acknowledged.
You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our website in breach of these terms and conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
The logo of Yorkshire Water Services Limited is a registered Trade Mark and any unauthorised use of the logo may constitute a breach of that Mark. The name or logo of Yorkshire Water Services Limited may not be used in advertising or publicity pertaining to distribution of any of the information contained in this website without specific, prior written permission of Yorkshire Water Services Limited. Disclaimer & Limitations of Liability
Commentary and other materials posted on our website are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our website, or by anyone who may be informed of any of its contents.
The material displayed on our website is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:
All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for:
loss of business;
loss of profits or contracts;
loss of anticipated savings;loss of data;
loss of goodwill;
loss of income or revenue;
wasted management or office time;
and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.
This clause 9 does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
Yorkshire Water has the right to change any of these terms and conditions at any time by posting new terms and conditions on the website. We will make the latest version of the terms and conditions available for you to read at all times.
It is your responsibility to read the website terms and conditions regularly to make sure you are aware of any changes. Your continued use of our website and online billing platform will be deemed acceptance of the changes to the terms and conditions.
We recommend that, from time to time, you print off and keep a copy of these terms and conditions, and a copy of any terms and conditions relating to any product, service or competition that you apply for on our website for your own records.
None of the provisions in these terms and conditions affect your statutory rights as a consumer.
If any provision of these terms and conditions shall be unlawful, void or enforceable for any reason then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
These Terms and Conditions shall be governed by and construed in accordance with the laws of England and shall be subject to the exclusive jurisdiction of the English Courts.
Yorkshire Water Services Limited ("We") are committed to protecting and respecting your privacy. This policy (together with our terms and conditions 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. For the purpose of the Data Protection Act 1998 (the Act), the data controller is Yorkshire Water Services Ltd (registered company number 02366682) of Western House, Halifax Road, Bradford, BD6 2SZ, VAT Number 500555780.
Information we may collect from you
We may collect and process the following data about you:
Information that you provide by filling in forms or that you allowed us to use by using our website or downloadable mobile applications. This includes information provided at the time of registering to use our site, subscribing to our service, posting material, using the online billing platform or requesting further services. We may also ask you for information when you report a problem with our site.
If you contact us, we may keep a record of that correspondence.
We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
Details of transactions you carry out through our site and of the fulfilment of your orders.
Details of your visits to our site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
We may collect information about your computer or devices, including where available your IP address - type of device, operating system and browser type, for system administration. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
When you use one of our location-enabled services on our website or our the downloadable mobile applications, we may collect and process information about your actual location. If you wish to use the particular feature, you will be asked to consent to your data being used for this purpose. You can withdraw your consent at any time either by modifying the geo-location settings of your web browser or the location awareness permissions of your mobile device.
For the same reasons as above, we may obtain information about your general internet usage by using a cookie file which is stored on your browser, your mobile device or the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive. They help us to improve our systems site and to deliver a better and more personalised service. Some of the cookies we use are essential for the services site to operate.
Cookies are widely used in order to make our services websites work, or work more efficiently, as well as to provide information.
The Cookies that we use on our website or mobile applications are listed below:
A cookie that Microsoft ASP.NET uses to store a unique identifier for a visitor's session.
The session cookie expires immediately after the internet browser is closed.
These cookies are used to collect information about how visitors use our site.
We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.
Online billing secure login
A cookie, which enables visitors to login to their accounts.
The cookie expires immediately after the internet browser is closed and/or the visitor has logged out.
Online billing message
A cookie used by the Yorkshire Water online billing platform to track when a visitor hides a message notification.
These message notifications appear on the website home page once a visitor has logged in to the online billing area, to inform of up and coming maintenance events.
This cookie expires after one month.
This cookie monitors website clicks and statistics and helps us to improve the accuracy and efficiency of our website.
So service is available when you want it and fast, we measure numbers and volumes of visitors.
We also want to understand what visitors want to read about or not, so we can improve the service you receive.
This cookie expires after 10 years
These cookies help us to integrate sharing tools and facilities onto our website.
If a visitor chooses to do so, particular content on our site can be shared on e.g. Facebook or Twitter.
The various Google cookies are used by Google to store visitor preferences and information when viewing and accessing Google Maps within our website.
The Yorkshire Water built cookies are used for the 'in your area' section of our website.
The cookie remembers your location and survey settings should you wish to use this service again.
We will collect standard internet log information and details of visitor behaviour patterns. We will do this to find out things such as the number of visitors to the various parts of the site. We will collect this information in a way which does not personally identify anyone.
Visual Website Optimizer
: This is a session (temporary) cookie generated to detect if the cookies are enabled on the browser of the user or not
VWO uses the following cookies to track users and campaign information:
Where we store your personal data
All information you provide to us is stored on 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 transmitted data; 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.
We may store your personal information on your local device, such as your computer or mobile phone to assist you in your repeated use of our services. We have no control over inappropriate access to this data. You can delete this information at any time using the facilities of your Internet browser or by removing our application from your mobile device.
We use information held about you in the following ways:
To ensure that content from our site is presented in the most effective manner for you and for your computer.
To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
To carry out our obligations arising from any contracts entered into between you and us.
To allow you to participate in interactive features of our service, when you choose to do so.
To notify you about changes to our service.
If you are an existing customer, we will only contact you by electronic means (e-mail) with information about goods and services similar to those which were the subject of a previous sale to you.
If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this.
If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data (the registration form).
Disclosure of your information
We may disclose your personal information to 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 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 Yorkshire Water Services Limited 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.
You have the right to ask us not to process your personal data for marketing purposes. We will usually 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 our registered office address.
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.
Please note that any Fast Track personal injury claims (incident date 31 July 2013 onwards) brought against Yorkshire Water Services Ltd by solicitors acting on behalf of claimants must be submitted through the online EL/PL Portal system. The correct Portal compensator name for such claims is Kelda Group Ltd and our Portal system reference is G231.
The web address for the Portal is https://www.rapidclaimsettlement.org.uk
THESE TERMS AND CONDITIONS APPLY IN FULL AND IF YOU DO NOT WISH TO BE BOUND BY THEM YOU SHOULD NOT SUBSCRIBE TO THE PAPERLESS BILLING SERVICE OR MAKE USE OF OUR WEBSITE. PLEASE MAKE SURE YOU READ THEM CAREFULLY AND IN FULL BEFORE REGISTERING.
By using the Yorkshire Water paperless bill service, you accept that you will no longer receive a paper bill.
Once you have applied for the paperless service, an email will be sent to the e-mail address that you have previously registered on the online billing platform. This e-mail will indicate that your account bill is ready to view.
You must have a valid e-mail account to use the paperless bill service. You must provide us with the correct and currently valid address of the e-mail account to which you would like notification of your bill availability to be sent. The accuracy of that e-mail address is entirely your responsibility and in particular, but without limitation, should that e-mail account ever become invalid or should you wish notification of your bill availability to be sent to a different e-mail account it shall be your responsibility to notify us as set out below. You shall remain fully liable for any bills of which notification has been sent to your previous e-mail address.
If you would like to change the registered e-mail address you may do so at any time via the online billing platform.
Yorkshire Water reserves the right to refuse use of the paperless service to anyone for any reason whatsoever in its absolute discretion. Further, we reserve the right to modify or discontinue (permanently or temporarily) the paperless service to you or all recipients at our discretion and at any time.
Any instructions that you give to Yorkshire Water via the online billing platform are subject to acceptance by us and you should not believe or assume they have been accepted unless and until confirmed by e-mail.
All bills of which notification is sent to you by e-mail are payable to Yorkshire Water and are due and payable on the "payable by date" of each bill. You shall remain fully responsible and liable to pay any bills of which notification has been sent to the e-mail address you have specified regardless of whether or not you access that e-mail account and read the relevant e-mail, are disconnected from your e-mail account for any reason or fail to read the relevant notification.
If you do not pay your bills on time Yorkshire Water may issue reminders and legal proceedings may be pursued, and reminders, solicitors/legal letters will be sent via the postal system.
Bills may be paid to Yorkshire Water by any of the methods identified on your paperless bill.
If you wish to cancel the paperless bill service, you may do so at anytime via the online billing platform. You should allow at least 5 working days for the paperless bill service to be switched off and after that date no further notification of any bills will be sent to you by e-mail. You should continue to monitor your e-mail account to ensure that you do not miss any paperless bills sent by us in the interim while the paperless service is deactivated and you will remain fully responsible for payment of any bills sent by Yorkshire Water.
Yorkshire Water cannot guarantee uninterrupted and/or reliable access to the paperless bill service and makes no guarantees whatsoever as to its operation, availability, functionality, that it will be free of error or disruption or otherwise. We will provide notice to you regarding permanent discontinuance of service where the circumstances reasonably allow. We may prevent you from using the service immediately without notice if you breach any of these terms and conditions.
You agree to use the paperless bill service responsibly. You agree to use this website only for lawful purposes, and in a manner which does not infringe the rights, or restrict, or inhibit the use and enjoyment of the website by Yorkshire Water or any third party.
The Yorkshire Water paperless bill service is provided free of charge.
If you require any further information, please contact us.
We take the security and use of your personal data very seriously and are committed to complying with data protection legislation. This notice outlines your rights and our responsibilities regarding your personal information. It covers how and why we collect, use and share your information, the legal bases for doing so and how you can exercise your rights as a data subject.
Yorkshire Water provides households in Yorkshire with water and waste water services. It is part of the Kelda Group. For the purposes of Privacy Law, the data controller is Yorkshire Water Services Ltd] (company number 2366682) registered at Western House, Halifax Road, Bradford BD6 2SZ.
We review this notice regularly as part of our internal processes or as our services, activities, or regulatory requirements change. It’s subject to change at any time, but the most up to date version is published here on this page of our website.’.
This notice is dated 24 May 2018.
By email to Dataprotectionofficer@yorkshirewater.co.uk
By post to Data Protection Officer, Kelda Group, Western House, Halifax Road, Bradford BD6 2SZ
We take any concerns we receive very seriously. If you think our collection or use of your personal information is unfair, misleading or inappropriate, please bring it to our attention. We’ll investigate and respond to your concerns including any additional information or explanations needed. We also welcome suggestions for improving our procedures. If you are unhappy with our response you can request our Data Protection Officer to review the case.
The Information Commissioner’s Office (ICO) regulates adherence to Privacy Law. For information, advice or to make a complaint you can:
- go to the ICO website
- write to The Information Commissioner's Office, Wycliffe House Water Lane, Wilmslow, Cheshire SK9 5AF; or
- call them on 0303 123 1113
You have rights relating to your personal information. You can find more information about your privacy rights on the Information Commissioner’s Office website.
You have the right to be informed about how and why we process your personal information
Any time you give us personal information you have the right to be informed about why we need it and how we’ll use it.
You can find most of the information you need in this Privacy Notice.
If you have any questions please contact us.
You have the right to access your personal information
You can request a copy of information we hold about you at any time.
We’ll try to deal with your request informally, for example by providing you with the specific information you need over the telephone providing we have the satisfactory evidence of your identity and the information you are requesting.
You can however formally request access to the personal information we hold about you by getting in touch through any of our customer service channels, but we’ll ask you to provide evidence of your identity before we process your request. We may also contact you to clarify your request or to ensure we have all the information we need to fully meet your request.
Privacy Law requires us to respond to your request within 30 calendar days of verifying your identity (or within three months for more complex cases). You’ll receive a full response as soon as we can reasonably provide one and we aim to resolve all subject access requests within 30 calendar days from confirming your identity. In more complex cases where we cannot provide a full substantive response within that time frame, we’ll write to you within 30 calendar days to explain why an extension is needed.
We don’t charge for subject access requests.
You have the right to ask us to correct inaccurate personal information we hold about you.
If you believe information we hold about you to be inaccurate or incomplete, you can ask us to correct it or complete it at any time, through any of our customer service channels. Wherever possible, we’ll correct inaccurate or incomplete information immediately.
In more complex cases we’ll take reasonable steps to confirm the accuracy of the information we hold. Whilst we investigate the accuracy of the information, we’ll restrict the processing of the information in question.
We’ll let you know the outcome of our investigation as soon as we can. Any information we can verify as inaccurate will be corrected within one month of receiving your request.
You have the right to ask us to delete your personal information
In some circumstances you have the right to ask us to delete information we hold about you. For example, if we have asked for your consent to process the information, and you withdraw that consent.
We’ll respond to your request as soon as we can and we’ll act on any requests granted within one month of your request.
We can’t delete any information where we have a legal or regulatory obligation to keep it. This applies to all outstanding debts or anything in connection with our Water Supply Licence (e.g. water quality concerns related to the water supply for your property. We may also refuse your request if we believe it to be excessive. If your request for deletion is refused, we’ll explain the reasons for refusal.
You have the right to ask us to restrict the use of your personal information
In some instances, you have the right to ask us to restrict the use of your personal information (for example if you’ve challenged the accuracy of the information we hold, or have objected to our processing). We’ll restrict our use of your information whilst we investigate your objection or request to correct your information.
We’ll respond to your request as soon as we can and we’ll act on any requests within one month of your request.
If your objection is unsuccessful, we’ll only continue processing once we’ve let you know the outcome of the investigation.
When processing is restricted, we are still permitted to store your personal data, but not use it. Information related to these requests will not be automatically deleted unless you expressly ask us to.
You have the right to data portability
You have the right to move, transfer or copy data to another system for your own purposes. However, this right only applies where processing is automated and consent based.
You have the right to ask us not to process your personal information.
We process most of the information we collect about you under the lawful basis of ‘public task’ or ‘legitimate interest’. You have the right to object to our processing your personal information under these lawful bases (including for marketing purposes and profiling).
We will respond to your objection as soon as we can, detailing any actions we can reasonably make. If we believe there is an overriding compelling reason to continue the processing, we will explain why we think this is.
We’ll action any requests to stop direct marketing as soon as we receive your objection.
You can object to us using your data at any time through any of our contact channels.
You have the right to request not to be subject to a decision based solely on automated processing [link to below], including profiling, which has an adverse effect on you.
We will consider any requests regarding automated decision making, including profiling, as soon as we receive your request.
Privacy Law states we must have a lawful basis for processing your information. We have identified the legal bases on which we process your information, and this varies depending on how and why we have your information. The legal bases we use are:
Public Task: if the processing is necessary for the performance of our public tasks as a water company (e.g. arranging and maintaining your water supply and waste water services, billing and account management, collecting debt, maintaining our infrastructure);
Consent: if you’ve given consent for us to process your personal information (e.g. in relation to certain support schemes or in relation to certain marketing activities);
Legitimate interest: if the activities are for our business purposes and do not impede your rights as data subjects (e.g. carrying out market research or customer satisfaction surveys to improve our service to you, data sharing with credit reference agencies, fraud prevention and detection, ensuring network information and public security etc.)
Contracts: where our processing is necessary for the performance of a contract where you are a party to the contract.
Legal obligations: if the processing is necessary for compliance with one of our legal obligations (e.g. we’re required to provide certain contact information and other details about our services to Ofwat, the Consumer Council for Water and the Water Redress Scheme (WATRS)); and
Vital interests: we may need to process your personal information to protect your vital interests (e.g. because there is a risk to you and your household due to water quality issues or where the water supply has been disrupted).
If we process any special category information i.e. information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs or trade union membership, health data, or data concerning your sex life or sexual orientation, we must have a further lawful basis for the processing. These further legal bases include where:
you give us your explicit consent to process your special category information (e.g. in relation to a support scheme);
the processing is necessary to protect your vital interests or someone else's vital interests;
you make the information public;
- the processing is necessary for a legal claim (e.g. because you’ve failed to pay your bill);
- the processing is necessary for reasons of substantial public interest (e.g. where we suspect fraud on the part of a customer); or
- the processing is necessary for reasons of public interests in the area of public health (e.g. to manage a water quality incident or contamination).
Most of the information we collect from you or about you is to help us manage your water account with us and to make account management decisions according to your needs. We’ll use this information to bill you for the water supply and waste water services. We may process your information differently if you request other products or services from us (see below). See our policies here
To provide our services to you, we need to collect, process and store a variety of information about you that may be personal or sensitive in nature. In most cases, the information we collect is provided by you directly. This is one of the ways we can ensure the information we collect is as accurate and up to date as possible. We’ll usually do this when you first contact us, and we may ask you to confirm your details on subsequent contacts from time to time. We use your information to manage your account, administer support schemes, improve and develop our business generally, to provide statistical information to meet our regulatory requirements and to enforce our legal rights. If we intend to use your information for a different purpose, we’ll do so in ways consistent with Privacy Law or, wherever possible, by notifying you in advance.
We’ll only use your information for the specific purpose(s) for which it has been provided to us or collected by us.
The type of information collected from you and obtained about you will vary depending on your relationship with us, the service you are requesting and your chosen method of contacting us.
If you contact us to report a leak, a problem with your water supply or your waste water service, we’ll need to investigate. This means that we may call you and discuss your concern. We’ll keep you informed of planned visits and of any results we find by letter or by telephone, unless you ask us not to. We may need to share your data with our affiliated partners who may attend the location and will assist us to resolve the matter as soon as possible.
For billing and account management purposes we are likely to ask you to provide:
- name, address and date of birth – to verify your identity and help us prevent fraud;
- contact details (including phone number, e-mail address or social media identifiers) – to contact you about your account, update you about the services you’ve requested or receive from us, inform you about service interruptions, or contact you with other information related to our business;
- financial information (including method of payment and bank account details) – to bill you for the services you receive from us and manage your payment arrangements;
- household information (including for example address occupancy, employment status etc.) – to help us understand your potential water consumption and to apply the most appropriate tariff and payment plan for your water account.
We also collect information about you from other sources.
If you need more help from us in relation to the services we provide, or with paying your bill, we may request additional information from you. This may include:
- National Insurance number – to assist with payment of your water bill directly through your benefit arrangement (Water Direct);
- household income and expenditure, receipt of benefits (value and type), number and age of children – to assess your suitability for support schemes you may have applied for or that may be available to you, including our Water Sure, Water Support and other support schemes;
- disability, medical conditions and prescriptions – if you wish to register for one of our support schemes, priority services (see below), and to assist in managing supply interruptions and emergency planning. (We’ll only collect sensitive personal information about you with your explicit consent, and for a specified purpose which will be explained to you at the time).
We may ask you for documented evidence of the above and will keep digital copies for validation and audit purposes.
More detailed information on what we collect in different circumstances and how it will be used is set out below.
Priority Services customers may need additional assistance either in communicating with us or in the event of a water disruption. Priority Service customers include people with physical or mental impairments / medical conditions or who have a young family and may not be able to easily leave their home to collect bottled water or who have a significant need for water. We may contact you by telephone, e-mail, text or a physical visit to your home if there is a water disruption issue.
If you identify yourself as a Priority Services customer, we may (with your consent) register you as such on our customer systems so we can identify you when you contact us, to provide you with the service that meets your needs, or where a situation requires us to identify vulnerable or at-risk customers (e.g. supply interruption or public health emergency). We collect only the minimum information required for these purposes and you do not need to share full details of your condition to be added to the Priority Service Register.
You can be added to or removed from the register if your circumstances change or if you would like to withdraw your consent. You can do this at any time through any of our customer services channels contact us.
In the future, and to provide a more joined up service, we may wish to share our register with other utilities companies or local authorities. We’ll only do this if you’ve consented.
You can find out more about our Priority Services here.
We have several support schemes to help customers who are in financial difficulty. These schemes are: WaterSure, WaterSupport, Water Direct and Resolve. We will ask for your consent to process your information through our scheme applications.
We also work with other organisations who may refer you to us, if you’ve contacted them first. This may include local authorities, debt charities including the Yorkshire Water Community Trust, Citizens’ Advice Bureaus and advice services such as Stepchange and Christians Against Poverty.
We may request evidence of one or more of the following to support an application and to check against scheme criteria (which may differ depending on the scheme you apply for):
- A medical condition resulting in increased water use
- Child Benefit to show three or more children living at the property under the age of 19.
- Income Support
- Jobseekers Allowance (JSA)
- Employment and support Allowance (ESA)
- Housing Benefit
- Child Tax Credit/Working Tax Credit
- Pension Credit
- Universal Credit
- Wage/Self-employed income
We’ll keep a copy of this evidence for the lifetime of your receipt of scheme benefits for auditing purposes. If your application is unsuccessful we’ll keep a record of your application to assist our business reporting.
You can withdraw from a support scheme at any time by contacting us. We’ll keep a record of your application for auditing purposes in line with our retention policy.
If you are falling behind in your water payments, you may be eligible for one of our financial support schemes (above) – see more here. Please get in touch as soon as possible through any of our contact channels so we can discuss your situation.
If you fail to pay your water bill in full, or fall into arrears, the information that we hold about you may be used to recover arrears in line with our regulatory obligations. In doing so we may use third party debt collection / management companies and credit reference agencies to assist us. This will involve sharing your information with them.
Your email address or telephone number may be used to contact you about the water services that we provide. If we want to use your email address to send you direct marketing communications including those of our group companies, we’ll ask you to consent to this when you log onto e-billing. It’s your choice whether you consent and consent can be withdrawn at any time by contacting us using the details above or using the 'unsubscribe' function in any communication itself.
If you move out of our supply area, your account will be closed once any outstanding balance has been paid. The information relating to your water consumption, charges and payments will be kept in line with our data retention policy for financial auditing purposes. If you still have an outstanding balance we’ll keep information associated with your account until your account is closed.
As a landlord, Yorkshire Water will request tenant name, address and contact details (including phone number, mobile number, and email addresses) which will be used to register tenant land interests and update our records. This information is retained on corporate systems and access is limited to our Land & Property department. We won’t make your information public unless we’re requested or obliged to by an organisation with statutory powers e.g. the Police, Inland Revenue, Valuation Office or Land Registry.
We prefer to collect information directly from you so we can ensure it’s as up to date and as accurate as possible. However, we also collect information about you from other sources outside of the Kelda Group. These include:
credit data and publicly available information about you from Credit Reference Agencies.
- information collected by our business partners or sub-contractors relating to services they are delivering to you on our behalf, or to respond to a concern you have;
- information about you from members of the public (e.g. if someone reports a leak) or other third parties with an association with your property (e.g. landlords, tenants, letting agencies, shared occupiers, previous or future occupiers, family);
- information about you or your property from public bodies (e.g. the Environment Agency);
- opinion data about your preferences, the level of service we provide or on key industry topics, provided to us by market research agencies. All agencies commissioned to undertake this work are done so following the Market Research Society code of practice;
- demographic data from third party sources with access to publicly available information (e.g. parliamentary constituency information);
If you apply for one of our support schemes we may collect additional information from third parties to verify your application. We’ll explain if and how we’ll do this in the application form or when you contact us.
For non-household customers we may receive information from your retailer or MOSL (Market Operator of England’s non-household water retail market) in order for us to deliver water and sewerage services to you.
We also work closely with affiliated partners (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, local authorities, Department for Works and Pensions, debt relief charities and agencies, Citizens’ Advice Bureaus, Credit Reference Agencies and debt collection agencies) and may receive information about you from them.
In future, we may also receive information about you from public authorities and other utility companies to improve public service delivery and ensure that priority customers can access available support and discount schemes.
We use your personal information on its own, in an aggregated anonymous form, or mixed with publicly available demographic information to profile you. We do this to:
- ensure we deliver the best possible service to you
- use the right method and right message to communicate with you
- understand how you use water to help our business planning and to keep you informed about your water usage
- identify service disruption that may affect you
If your account is in arrears, we will use the information we collect from CRAs to profile you. This includes the use of statistical analysis, credit scorecards, payment trends, behaviour analysis, and demographic information. We do this so we can manage your account and find the best possible solution that fits your needs or situation.
If you contact us by phone or in writing (including e-mail, live chat, social media or via our website) we’ll record, monitor or keep copies of the correspondence. We keep this information for a number of reasons (including fraud prevention and crime recording/investigation) but the main reasons are to:
- assist our response to any account/supply queries you may have;
- ensure we continue to offer you the best possible service;
- maintain standards and help train our customer relationship managers;
- demonstrate our compliance with regulatory obligations; and
- keep our records up to date so that we don’t offer you services that you don’t need.
When you contact us by telephone, your telephone number may be added to your account so that we can contact you in future. We use a telephone number listed on your account to contact you to discuss your account or text you with reminders to pay unpaid water bills or regarding support scheme applications.
We may also use a telephone number listed on your account to text you if there’s a water supply interruption or a waste water issue, work being conducted near your home, or water quality concern. Apart from text messages relating to account arrears and communicating public health issues, you can opt out of future text messages at any time by contacting us.
We record all our inbound and outbound calls with customers. We do this because we are required to show adherence to industry rules and regulations, but we also use call recordings to help coach and train our staff and to improve the quality of the service we offer. On occasions calls may be monitored live.
Call recordings may be provided to the police on request, for example during criminal investigations.
All customer post, including enclosures, received by us is scanned electronically on to our systems. Where the post relates to an identifiable water account, we’ll store the letter and attachments on that account. The hard-copy post is either returned to the recipient (where original documents have been sent) or destroyed. We aim to do this within five working days but in certain circumstances documents may be retained for longer.
Post is stored and processed in a secure area of the building. The retention of hard-copy documents and electronic images of post received is detailed in our data retention policy.
If you email us, we’ll respond to you using the email address you give us. We may add your email address to your account and use it for future communications, but only in line with the relevant legal basis.
Please note that email isn’t considered to be a secure communication method. If you have any concerns over the security of your information in transit, please raise this with our customer service representatives who will suggest alternative methods of contact.
Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Emails are stored, archived and deleted in line with our information security and data retention policies.
If you contact us via live webchat through our website, the conversation will be stored on a third-party system for three months and webchat data will be anonymised and archived. We’ll ask you for your e-mail address so we can send you a transcript of the chat.
Once you begin the webchat, our staff will be able to see text that you’ve typed, even if you’ve not sent your message. We do not store this text.
We strongly advise not to post your personal contact or other sensitive information on a public social media site. If you contact us using social media to report an issue, we’ll ask you to private message us to gather suitable information. We may suggest an alternative contact method if we think this is more appropriate.
If you make a complaint to us, we’ll follow our complaints process. We may need to share details about your complaint internally to fully investigate. If you escalate your complaint to The Consumer Council for Water (CCWater) or submit a claim through the Water Redress Scheme (WATRS) we’ll share information with them in order to resolve your concern. This exchange of personal data with CCWater and WATRS is a legal requirement.
If the complaint relates to a service provided by a third party, we’ll share information with them in order to resolve your complaint. If you don’t want information identifying you to be disclosed, we’ll try not to disclose this. However, it may not be possible to handle a complaint on an anonymous basis.
We’ll only use the personal information we collect to process your complaint and to check on the level of service we provide (this may include a visit to you at home). We do compile and publish statistics showing information (for example the number of complaints we receive), but not in a form which identifies any individuals.
We’ll keep complaints in line with our data retention policy.
Each time you visit to our website or mobile application we’ll automatically collect the following information:
technical information – This includes the Internet protocol (IP) address used to connect your device to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
Location information - When using one of our location-enabled services on our website or mobile applications, we may collect and process information about your actual location. If you wish to use the feature, you’ll be asked to consent to your data being used for this purpose. You can withdraw your consent at any time either by modifying the geo-location settings of your web browser or the location awareness permissions of your mobile device.
Session information - 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.
We use website analytical tools on our site for anonymous reporting of site usage and may use this information for advertising on social media sites. All data collected using analytical tools are deleted after 14 months.
Our website may also contain links to and from other websites including our partner networks and affiliates. If you follow a link to any of these websites, please note that we do not have control over these websites or their content. These websites have their own privacy policies and we’ll not accept any responsibility or liability for these. We recommend that you review the website terms and conditions that are applicable to the third-party website.
You’ll need your name, email address, and password to register each time you access your on-line billing account. Do not share your password with anyone else. Our customer service advisors may request your password to reset your on-line account.
We reserve the right to delete or remove online accounts where we deem them to have been misused, duplicated, dormant, unused or invalid for a period of time. Where possible we’ll contact you by email when we discontinue any accounts. We’ll continue to send your bills through the post.
Live Chat Information rights
We use a third party provider (Synthetix) to supply and support our Live Chat service, which we use to handle customer enquiries in real time.
If you use the Live Chat service Synthetix will collect your name, email address (optional) and the contents of your Live Chat session. The data is held in a form which does not identify anyone and will be archived after 3 months and will not be shared with any other organisations nor will the data go outside the UK.
You can request a transcript of your Live Chat session if you provide your email address at the start of your session. You may also be asked to complete a voice or text survey of your experience within 2 months of your Live Chat session. If you do not wish to take part in this survey please state this in your chat. We may be obliged to share your contact details with our regulator, Ofwat, who may contact you to conduct surveys on our performance. We cannot opt you out of this method of data sharing, but you are not obliged to take part in the survey.
Call Back Information rights
We use a third party provider (Synthetix) to supply and support our Call Back service, which we use to handle customer enquiries.
If you use the Call Back service Synthetix will collect your name, phone number & email address (optional). The data is held in a form which does not identify anyone and will be archived after 3 months and will not be shared with any other organisations nor will the data go outside the UK.
You may be asked to complete a voice or text survey of your experience within 2 months of your Call Back session. If you do not wish to take part in this survey please state this in your call. We may be obliged to share your contact details with our regulator, Ofwat, who may contact you to conduct surveys on our performance. We cannot opt you out of this method of data sharing, but you are not obliged to take part in the survey.
We comply with the Home Office Surveillance Camera Code of Practice for all our CCTV usage. If you have any privacy related concerns about our use of CCTV please contact us by email at Dataprotectionofficer@yorkshirewater.co.uk or by post to Western House, Western Way, Bradford BD6 2SZ.
When you sign in to our visitor system at any of our sites your name and other information will be collected. In certain circumstances (e.g. if you intend to regularly visit our premises, or multiple premises) a photograph may be taken and added to our picture archiving and communication system for identity verification purposes.
Our premises are monitored by CCTV so your image may be captured whenever you enter our site boundary. Where the CCTV is located on our premises but near a public space, it may also record these images.
There are signs to show you when you are entering an area monitored by CCTV. CCTV Images are stored in line with our data retention policy.
If you have an accident or incident involving any Health & Safety matters while you are on any of our premises and this is recorded, it may be kept for the purposes of Health & Safety and insurance requirements.
Some of our commercial large goods vehicles are fitted with CCTV cameras to improve our drivers’ safety and standards, for improved efficiency, and to help us reduce the risk of fraudulent claims for damages or injury in respect of accidents and incidents.
All the vehicles are fitted with clear signs that CCTV is in operation.
We use UAVs on our land, sites and assets throughout the Yorkshire region for a wide range of applications. The use of UAVs helps realise multiple benefits for our business and our customers. Yorkshire Water has its own Civil Aviation Authority (CAA) qualified UAV team and an established framework of fully approved external UAV operators. Most of our UAV operations undertaken for, or on behalf, of Yorkshire Water operate within CAA Visual Line of Sight rules, however, some of our operators have additional permissions granted by the CAA due to their experience and expertise. All of our UAV operations are undertaken in accordance with our data protection policies. In addition, our approved external UAV operators are subject to contractual confidentially agreements as part of the Yorkshire Water operator approval process.
There may be some circumstances where we need to share some of your information as part of our day to day management of your account and services, to meet our compliance obligations or where we are permitted to under Privacy Law.
We share your personal information with other members of the Kelda Group. We do this to ensure we offer you a comprehensive service across our departments. We share your personal information with Kelda Group employees and access is controlled in accordance with our Information Security Policies.
We have legal obligations to share data with our regulators. We may also disclose your personal information to third parties if we are under a duty to disclose or share your personal information to comply with any legal obligation. We do not require your consent to process your information in this way.
We are required to share your contact information with our water regulator Ofwat (and third parties working on their behalf) for the purposes of the water industry's Service Incentive Mechanism ("SIM"). The SIM is a performance reporting framework designed to regulate customer service in the water industry. It’s based on customers scoring their experience of the service received by water companies. At Ofwat’s request, all customers who contact us may have their contact information passed to a third-party processor acting on their behalf. You may be contacted by this third party about the service you received from us and asked to score our performance. This isn’t for marketing purposes. As this is part of our Water Supply Licence Obligation we are required to share your data and are not permitted to remove any contact details. You can’t opt out of this sharing arrangement.
We must share any personal data related to a water quality incident with the Drinking Water Inspectorate (DWI). Occasionally if you are part of an incident investigation there is a chance that data may be shared with Health and Safety Executive or the Environment Agency if it’s part of the reporting requirements.
If you’ve escalated a complaint to The Consumer Council for Water, we have a regulatory obligation to provide information related to that complaint. This is likely to include your personal information.
For non-household customers, we must share customer data with the non-household customers’ retailer and MOSL. This includes water supply information, details of any contact between us and a non-household customer, and information relating to water supply incidents. What information we share and how it is shared is governed by the Wholesale-Retail Code. You may find out more about how MOSL processes your information here: https://www.mosl.co.uk/privacy-notices/.
We have a legal requirement to share information with other water companies where other sewerage companies operate in our supply area (or where we operate sewerage services in another water company’s supply area). We have such an arrangement with United Utilities, Severn Trent Water and Northumbrian Water.
Sometimes we are contacted by HMRC, the Department for Work and Pensions, the police, local council authorities, fraud agencies or UK Visas and Immigration asking for information about individual customers. Under Privacy Law, we are permitted to share this data with them without your consent and you’ll not be notified that this has been done. This is in the support of the prevention and detection of crime.
some of your personal information (name, address, residency status) with a Financial Conduct Authority regulated company called Homeserve for the purposes of offering you insurance products related to your water supply and waste water services. They’ll confirm to us whether you’ve taken out an insurance policy so we can assist you if you contact us in future (e.g. about a water leak in your property). You can opt out of receiving these communications at any time through any of our contact channels;
your payment performance with Experian and CallCredit as part of our credit reference agency membership;
your payment information (bank account; sort code; direct debit mandates etc) with banking institutions to process your payments;
your arrears and contact information with selected debt collection agencies when you have not paid your water bill. The debt collection agencies may use your data to contact you or visit your home in fulfilment of their contract with us;
your contact information with selected companies to conduct market research so that we can understand and improve our quality of service. You may receive a call from them following contact with us to ask about your experience and how you would score us. This isn’t a marketing call and your response is very important to us. If you would prefer not to participate in these surveys in future you can let our customer services team know at any time;
(occasionally) your personal data with our legal advisers or our insurance company or other professional advisors to obtain legal advice or make/defend a claim
If we sell or buy any business or assets, or merge with another business entity or carry out internal corporate restructuring, your information may be disclosed to new or prospective business partners or owners or the new corporate entities.
We use affiliated partners to help us process your personal information and provide services to you including to:
manage mains replacement and pipe repairs or fit new meters. They, their employees and subcontractors have access to some customer information relevant to their work;
- provide software services, like our meter reading system, social media management, case management and workflow systems etc. to support us with processing the large amounts of data that we need to manage. Occasionally these providers store or back-up information on servers outside the European Economic Area (EEA)
- process information and provide statistical analysis, management information and IT support. This requires them to process your personal information, and this may happen outside the EEA
- help us process card payments, payment card transactions and to process cheques;
- print bills and customer communications; and
- provide additional support to our customer services teams in busy times. They have access to relevant customer information in our billing system and may use your data to contact you on our behalf.
All customer personal information stored on our corporate systems is kept securely. We operate a suite of Information Security Policies to minimise the risk of security breaches, including appropriate access and auditing controls.
We use industry standard protection methods to minimise the risk of cyber-attack. Unfortunately, the transmission of information via the internet may not always be secure. Although we’ll do our best to protect your personal information, we cannot guarantee the security of information you send to us that is outside of our security arrangements; any transmission is at your own risk.
We also operate strict physical security at all our sites and employees all receive security and data protection awareness training.
We may store your personal information on your local device, such as your computer or mobile phone to assist you in your repeated use of our services. We have no control over inappropriate access to this information. You can delete this information at any time using the facilities of your Internet browser or by removing our application from your mobile device.
Where we transfer information to third parties to enable them to process it on our behalf (see the information about affiliated partners above), we seek confirmation of their compliance with security industry standards, legal and regulatory requirements.
We may transfer or store your personal information outside the EEA. It may be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the provision of support services and management information reporting. Where information is transferred to a country or international organisation outside of the UK / EEA, we’ll comply with the relevant legal rules governing such transfers.
We only keep your information for as long as we need it. We’ll retain certain information (e.g. contact information and bank details) for as long as you have a relationship with us. Our data retention policy outlines these time frames but the length of time depends on the purpose of the processing.
Generally, we’ll keep your account information for up to seven years from account closure (e.g. if you move out of the Yorkshire Water supply area), after which time your personal information will be either deleted or anonymised from closed and finalised accounts.
Retention periods may be extended in certain limited cases as prescribed or permitted by law – e.g. because of an accident or to bring or defend a legal claim.
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