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You are here : At Home > Privacy & cookies > Privacy notice
This Privacy Notice will help you understand how we use your personal data.
We recommend that our customers and stakeholders read this privacy notice in full as it explains who we are, how and why we collect personal data about you, how and why it will be processed by us and our commitment to protecting your personal data. However, you may find the following a helpful brief summary:
We are Affinity Water Ltd. You can find out how to contact our appointed Data Protection Officer.
We will process your personal data where we have a legal basis to do so, in accordance with applicable data protection legislation, primarily the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (together referred to as "Data Protection Legislation").
We predominately process your personal data to help us fulfil our legal obligations, most notably those imposed on us by the Water Industry Act 1991 to supply and charge for water. We may also process your personal data to fulfil our legitimate interests, in the performance of a task carried out in the public interest, where we have your consent to do so, in the performance of a contract between you and Affinity Water, and/or to protect your vital interests. Detailed information can be found in section 6 of our privacy notice.
We will obtain your personal data from a number of sources, including directly from you, but also from other sources such as our regulators, local authorities and fraud prevention agencies. We may also share your personal data with third parties in accordance with this privacy notice and as defined in section 9.
We deploy strict physical and technical security measures to help protect your personal data from unauthorised use and access. If your personal data is transferred outside of the UK we will ensure it is done so in line with the requirements of the Data Protection Legislation.
Your personal data will be retained by Affinity Water for as long as we need it to maintain our relationship with you or to fulfil the purposes stated within this privacy notice. Thereafter we may retain your personal data in line with any applicable limitation periods or where we are legally required to do so.
Your data rights and how you can exercise them are explained in section 13. You have the right to complain to a data protection authority (and in the UK this is the Information Commissioner’s Office ("ICO")) if you are unhappy with how we have handled your personal data. For more information see section 14.
To read our privacy notice in full click on the sections below. Alternatively, you can download our full Privacy Notice. You can also download our Priority Services Privacy Notice and Applicant Privacy Notice.
Affinity Water Limited ("Affinity Water", "We", "Our" or "Us") is a company registered in England and Wales under company number 02546950 whose registered office is at Tamblin Way, Hatfield, Hertfordshire AL10 9EZ.
We are registered as a data controller with the ICO and our registration number is Z8926206.
We have a data protection officer ("DPO"). Contact details can be found in section 14 of this privacy notice.
This privacy notice applies to the personal data we collect about you through www.affinitywater.co.uk (our “Website”), the My Account portal, by post, by telephone, in person (for example at your doorstep), through our social media platforms, through our app, from third parties and when you otherwise communicate with us.
This privacy notice may change from time to time and, if it does, the up-to-date version will always be available on our Website. We will also tell you about any significant changes to our privacy notice by email or in other communications from us. This privacy notice was last updated on 15 March 2023.
Our Website may, from time to time, contain links to and from the websites of third parties. If you follow a link to any of these websites, please note that these websites have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
Personal data is information that relates to an identified or identifiable living individual. This means that the individual is directly identifiable from that information or could be indirectly identified from that information in combination with other information.
This section informs you of what information we collect about you.
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
Marketing and Communications Data
Special Category Data
We use different methods to collect data from and about you including through:
We collect personal data about you if you fill in forms on our Website or correspond with us by telephone, email or otherwise. This includes information you provide when you:
We may also ask you to share your personal data with us if it is necessary for us to provide our services to you – for example, we may ask if you require priority services.
We may process personal data that you manifestly choose to make public, including via social media (e.g. we may collect information from your social media profile(s), to the extent that you choose to make your profile visible). If you send us a private or direct message via social media, the message will be stored outside of the application but in accordance with this privacy notice.
Where we collect information about you we do so on the basis that it is in our legitimate interests to collect and process this data to ensure our Website is functioning properly. In most situations this will be anonymised data and you will not be identifiable. Visitors to our Website will be asked to consent to all non-essential cookies or other tracking technologies.
Please see our Cookies Notice for more information about the cookies we use, the purposes for which we use them and how to manage, block or delete them.
Information we receive from other sources:
We may use your information to ensure that you receive information that is relevant to you or to your circumstances. For example, to ensure you are on the correct tariffs, whether you would be entitled to benefit from a government payment scheme or whether you would benefit from having a water meter. The information we may use to create such a profile may include your water consumption, payment history, demographics or information provided by third parties such as credit reference agencies.
We may also receive information about you from third parties who provide it to us (e.g. the previous occupants or, if you are renting a home, your landlord may provide details to us).
In addition, we work closely with third parties and may receive information about you from them. Examples of these third parties include: our regulators, companies that provide sewerage services in our area of supply, water retailers who supply non-household premises within our area, other water companies, energy providers, the Benefits Agency for our WaterSure Scheme, housing associations, local authorities and financial aid bodies, sub-contractors in technical and payment services, analytics providers, and credit reference agencies, fraud prevention agencies or the Electoral Roll (for example, where it has not been possible to identify the person responsible for payment of water services charges).
When we receive information from other sources, we rely on them having the appropriate provisions in place telling you how they collect personal data and who they may share it with. We carefully check our sources to ensure that we only receive your information when it is lawful for us to do so.
We must have a legal basis for processing your personal data. We predominately process your personal data under the following legal grounds:
We have set out in the following table the ways we commonly use personal data and which of the legal grounds we rely on to do so. We have also identified what our legitimate interests are, where appropriate.
In some cases, we may use more than one legal basis for processing your personal data; this will depend on the specific purpose for which we are using your personal data.
Please contact us if you have any queries about the specific legal basis that we rely on for processing your personal data.
Marketing and Communications
Marketing and Communications
Marketing and Communications
This section explains how we will communicate with you as an Affinity Water customer.
As detailed in the table in section 6 above, we may send you service communications such as those which relate to any service we provide to you including communicating with you for administrative purposes, to collect payment, to notify you of a service disruption, and to provide you with customer satisfaction surveys. We can lawfully send these service communications to you as it is within our legitimate interest to do so.
We may also send you information on how you can reduce water usage in your home. This is because we have an obligation under the Water Industry Act 1991 to promote water efficiencies to our customers (a task carried out in the public interest).
We may occasionally send you marketing communications to inform you of services, promotions or events we think may be of interest to you as an Affinity Water customer. We may also send you marketing material from insurance providers such as HomeServe.
You can change your marketing preferences and unsubscribe at any time by contacting us at firstname.lastname@example.org or 0345 357 2402. You'll still receive other important information, for example service communications, as described above.
Personal data will only be handled by our trained employees who have a legitimate business need to access your personal data for the purposes set out in this privacy notice.
Except as explained in this privacy notice, we will not share your personal data without your consent unless required to do so by law.
We may share your personal data with you, and where we have obtained your consent to do so, your associates and your representatives.
We may disclose your personal data to the police, Department for Work and Pensions, HMRC, UK Visas and Immigration, fraud prevention and investigation agencies and any other law enforcement agency to the extent necessary for purposes including preventing, investigating, detecting, and prosecuting criminal offences, or validating a claim.
We may share your personal data with the following third-parties where we are legally required to do so or to assist us with administering the provision of our services to you:
Our partners, suppliers and sub-contractors have access to the personal data needed to perform their functions, but may not use it for other purposes.
We may also pass Aggregated Data on the usage of our Website (e.g. we might disclose the numbers of visitors to our Website that come from different geographic areas) to third parties but this will not include information that can be used to identify you personally.
If a business transfer or change of business ownership takes place or is envisaged, we may transfer your personal data to the new owner (or a prospective new owner). If this happens, you will be informed of this transfer.
We are committed to maintaining the privacy and security of the personal data you provide to us through the deployment of physical, technical and organisational security procedures designed to secure your personal data against accidental loss, destruction or damage and unauthorized access, use, alteration or disclosure.
Our customer data is held on secure systems and servers with access controls in place on a need to access basis. Payment transactions and data transfers are encrypted.
We ensure all our staff are trained in data protection so they understand how they can help keep your personal data safe from unauthorised use and access.
Our sites are highly secured with physical access controls strictly implemented.
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Website, you are responsible for keeping this password confidential. You should not share this information with anyone.
Your personal data may be transferred to, and stored at, a destination outside the UK. When we transfer and store your personal data outside of the UK, we will ensure that it is adequately protected by using appropriate safeguards as further detailed below.
Staff operating outside the UK who work for us, or one of our suppliers, may process your personal data. Such staff may be engaged in, among other things, the processing of your payment details and the provision of support services.
Where your personal data is transferred from the UK to a recipient outside the UK to a country not recognised by the UK as providing an adequate level of protection for personal data we will ensure the transfer shall be covered by the following:
Unfortunately, the transmission of your personal data via the internet is not completely secure and although we do our best to protect your personal data, we cannot guarantee the security of your personal data transmitted to us over the internet and you acknowledge that any transmission is at your own risk.
We will keep your personal data for no longer than is necessary for the purposes for which it was obtained. The criteria for determining the duration for which we will retain your personal data are as follows:
We will retain your personal data in a form that permits identification only for as long as:
Plus, for the duration of:
In addition to the above:
Where your personal data is retained for claim limitation purposes or for a reasonable period thereafter, we will restrict our processing of your personal data to the storage of, and maintaining the security of, those personal data, except to the extent that those personal data needs to be reviewed in connection with any legal claim or obligation under applicable law.
After this period your personal data will be anonymised so that you are no longer identified or identifiable from such information, or securely deleted/destroyed.
Any third parties that we engage will keep your personal data stored on their systems for as long as is necessary to provide the relevant services to you or us. If we end our relationship with any third-party providers, we will make sure that they securely delete or return your personal data to us.
We may retain personal data about you for statistical purposes. Where personal data is retained for statistical purposes, it will always be anonymised, meaning that you will not be identifiable from that data.
The legal rights you have in relation to your personal data are summarised below:
If we are processing your personal data on the basis of consent you have the right to withdraw your consent at any time. If you decide to withdraw your consent, we will stop processing your personal data for that purpose unless there is another lawful basis we can rely on.
You can exercise your rights free of charge. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up and improve our response to you.
We will comply with your request within one calendar month (from the time Affinity Water receives your request, or upon receipt of any additional information we have requested from you). Occasionally we may require more time to respond to your request if your request is complex. We will notify you within one month to inform you that we require additional time to comply with your request.
In exceptional circumstances where your request is manifestly unfounded or excessive, we may charge you for your request, or refuse to comply with your request. We will always inform you of the reasons for not being able to comply with your request.
For more information on your rights and how to use them, or if you would like to make any of the requests set out above, please contact us using the details provided in section 14.
If you have any questions or concerns about how we handle your personal data, you can contact us by:
Post: FAO Data Protection Officer
Legal, Risk & Compliance
Affinity Way Ltd
If you are unsatisfied with our response to any data protection issues you raise with us or our DPO, you have the right to make a complaint to the ICO. The ICO is the authority in the UK which is tasked with the protection of personal data and privacy and contact details can be found at ico.org.uk/global/contact-us.
This page was last updated on: 14 August 2023