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Caring for our coastline * Doing our bit * Doing our bit * Aerial surveys * BeachCare * Blue crabs * Misconnections * Water sampling * AMP7 shellfish WINEP investigation * Bathing water performance and awards * Meet the team * Climate change * Climate change * Adapting to climate change * Carbon management * Carbon management * The routemap to net zero carbon * Renewable energy * Renewable energy * Solar energy * Solar energy at Empingham * Solar energy at Grafham Water * Surface water management * Catchment management * Catchment management * Our vision and plan * Working together * Investing to protect the environment * Primary Virtual Lessons * Primary Virtual Lessons * Book an outreach session * Secondary outreach * Primary resources * Primary resources * Eco schools * Secondary resources * Greater Peterborough UTC * College of West Anglia * Online STEM lessons * Charity partnerships * Charity partnerships * About WaterAid * Supporting WaterAid * Raising awareness * Positive Difference Fund * Supporting carers * Supporting carers * Daniel's story * Carla's story * Sandy's story * Easy to access services for all our customers * Community volunteering * Community talks * Wisbech regeneration * Wisbech regeneration * Future Fens: Integrated Adaption * Leisure * FAQs * Environment * Environment * Water resources * Water resources * Our water resources * Consumption survey * Biodiversity * Biodiversity * Osprey project * Pool frog * Nightingale project * Water for wildlife * RiverCare and BeachCare * Operational sites * Flourishing environment fund * Invasive non-native species and biosecurity * Natural capital * Our plastics pledge * Our plastics pledge * East of England Plastics Coalition * What is pollution * What is pollution * Pollution prevention * Pollution prevention * Free products * Free products * Order pollution prevention products * Periodic calculator * Pollution Watch * Caring for our coastline * Caring for our coastline * Doing our bit * Doing our bit * Aerial surveys * BeachCare * Blue crabs * Misconnections * Water sampling * AMP7 shellfish WINEP investigation * Bathing water performance and awards * Meet the team * Climate change * Climate change * Adapting to climate change * Carbon management * Carbon management * The routemap to net zero carbon * Renewable energy * Renewable energy * Solar energy * Solar energy at Empingham * Solar energy at Grafham Water * Surface water management * Catchment management * Catchment management * Our vision and plan * Working together * Investing to protect the environment * About Us * About Us * Who we are * Who we are * Group structure * Group structure * Our board * Never still, never stop * What we do * What we do * Our charges * Recognition * Recognition * Responsible Business of the Year * Investors * Regulators * Governance * Governance * Terms of reference * Terms of appointment * Our suppliers * Our suppliers * Water Innovation Network * Project partners * Project partners * @one magazine * Doing business with others * Sustainability * Sustainability * Managing sustainability * Love Every Drop * Our 10 customer outcomes * Our 12 ambitious business goals * Our progress * Management systems * Innovation * Our Purpose * Our Purpose * Environmental, social and corporate governance * Our Values * Our business model * UN Sustainable Development Goals * Our reports * Our reports * Annual integrated report * Reports search * Our strategies and plans * Our strategies and plans * Future challenges * Future challenges * A right to water * Water allocation through effective water trading * Trading theory for practice * Markets, water shares and drought - lessons from Australia * Strategic direction statement * Customer engagement forum * Customer engagement forum * Minutes from panel meetings * Our Plan 2015 to 2020 * Our Plan 2020 to 2025 * Our Plan 2020 to 2025 * Initial Assessment of Plans * PR14 reconciliation July 2019 * Draft Determination * Assessing our progress * Drought plan * Water resources management plan * Water resources management plan * WRMP strategic solutions * Water resources market information * Water resources market information * Tables and zones * Water recycling long term plan * Drainage and wastewater management plan * Green recovery plan * New water pipelines * New water pipelines * Lincoln to Grantham pipeline * Bexwell to Bury St Edmunds pipeline * Grantham to Bexwell pipeline * Meppershall pipeline * Elsham to Lincoln pipeline * Bury St Edmunds to Colchester * Working with landowners * Pollution Incident Reduction Plan * Pollution Incident Reduction Plan * Tackling pollutions * Core customer information * Core customer information * Unresolved complaints * Legal * Legal * Data sharing * Data sharing * Information requests * Environmental information requests * Privacy notice * Insurance certificates * Media * Media * Fast facts * External Engagement * External Engagement * Public Affairs * Public Affairs * Public Policy Archive - 2020 * Public Policy Archive - 2018 and earlier * Public Policy Archive - 2019 * Strategic Growth and Infrastructure * Strategic Growth and Infrastructure * SuDS Design and Construction Guidance * Regional Engagement * Regional Engagement * What do our stakeholders say? * FAQs * In Your Area * Switch to Business / Developing * News * FAQs * Contact us * My Account * En * Translate Website Current Language En * Business * Business * Services * Services * Water supply * Water supply * Pipework responsibility * Private water supply * Leakage * Leakage * Report a leak * How we fix leaks * Pressure management * Monitoring drinking water quality * Water meters * Water meters * Apply for a water meter * Switch to metered charges * Smart meter upgrades * Smart meter upgrades * Postcode checker * Book appointment * Sewers and drains * Sewers and drains * Flooding * Flooding * Sewer responsibility * Keeping sewer pipes clear * Private pumping stations * Combined sewer overflows * FAQs * Help & Advice * Advice * Save water * Save water * Water usage calculator * Water saving tips * Water saving tips * Water saving quiz * In the garden * In the garden * Inspirational gardens * Use of chemicals in the garden * Doing our bit * Doing our bit * Aerial surveys * BeachCare * Blue crabs * Misconnections * Water sampling * AMP7 shellfish WINEP investigation * Drinking water advice * Drinking water advice * Where your water comes from * Keeping water healthy * Self diagnosis * Lead in drinking water * Lead in drinking water * Book a free lead test * Cloudy water * Discoloured water * Hard water * Taste and smells * Taste and smells * Chlorine and disinfectant taste and smells * Bits, stains and slime * Fluoride * Keeping fish * Water softeners * Water quality fact sheets * Mains water flushing * Plumbing * Plumbing * Sewer connections * Sewer connections * Private treatment systems * Advice for boat owners * Regulations * Regulations * Apply for compliance * Enforcement policy * Find a plumber * Planning some plumbing work? * Planning some plumbing work? * Weirs for storage cisterns * Burst and leaking pipes * Burst and leaking pipes * Stop tap * Get ready for winter * Get ready for winter * Before winter sets in * Temperatures take a tumble * Frozen pipes * Water reuse * Checking for leaks * Fixing a leak * Flooding guidance * Flooding guidance * River and road flooding * Reduce the risk of flooding * Flooding in your home * WaterCare * WaterCare * Priority Services Register * Priority Services Register * Sign up for Priority Services * Extra Care Support * Extra Care Support * Apply for Extra Care Support * Bogus callers and scams * Sign language interpreter * Bereavement support * Bereavement support * Notify us of a bereavement * Report an issue * Coronavirus * Coronavirus * Visiting your home * FAQs * Switch to Household / Developing * News * FAQs * Contact us * En * Translate Website Current Language En * Developing * Developing * Planning & Capacity * Water Services * Services * Water supply * Water supply * Pipework responsibility * Private water supply * Leakage * Leakage * Report a leak * How we fix leaks * Pressure management * Monitoring drinking water quality * Water meters * Water meters * Apply for a water meter * Switch to metered charges * Smart meter upgrades * Smart meter upgrades * Postcode checker * Book appointment * Sewers and drains * Sewers and drains * Flooding * Flooding * Sewer responsibility * Keeping sewer pipes clear * Private pumping stations * Combined sewer overflows * FAQs * Drainage Services * Services * Water supply * Water supply * Pipework responsibility * Private water supply * Leakage * Leakage * Report a leak * How we fix leaks * Pressure management * Monitoring drinking water quality * Water meters * Water meters * Apply for a water meter * Switch to metered charges * Smart meter upgrades * Smart meter upgrades * Postcode checker * Book appointment * Sewers and drains * Sewers and drains * Flooding * Flooding * Sewer responsibility * Keeping sewer pipes clear * Private pumping stations * Combined sewer overflows * FAQs * Self-lay * NAVs * Help & Advice * Advice * Save water * Save water * Water usage calculator * Water saving tips * Water saving tips * Water saving quiz * In the garden * In the garden * Inspirational gardens * Use of chemicals in the garden * Doing our bit * Doing our bit * Aerial surveys * BeachCare * Blue crabs * Misconnections * Water sampling * AMP7 shellfish WINEP investigation * Drinking water advice * Drinking water advice * Where your water comes from * Keeping water healthy * Self diagnosis * Lead in drinking water * Lead in drinking water * Book a free lead test * Cloudy water * Discoloured water * Hard water * Taste and smells * Taste and smells * Chlorine and disinfectant taste and smells * Bits, stains and slime * Fluoride * Keeping fish * Water softeners * Water quality fact sheets * Mains water flushing * Plumbing * Plumbing * Sewer connections * Sewer connections * Private treatment systems * Advice for boat owners * Regulations * Regulations * Apply for compliance * Enforcement policy * Find a plumber * Planning some plumbing work? * Planning some plumbing work? * Weirs for storage cisterns * Burst and leaking pipes * Burst and leaking pipes * Stop tap * Get ready for winter * Get ready for winter * Before winter sets in * Temperatures take a tumble * Frozen pipes * Water reuse * Checking for leaks * Fixing a leak * Flooding guidance * Flooding guidance * River and road flooding * Reduce the risk of flooding * Flooding in your home * WaterCare * WaterCare * Priority Services Register * Priority Services Register * Sign up for Priority Services * Extra Care Support * Extra Care Support * Apply for Extra Care Support * Bogus callers and scams * Sign language interpreter * Bereavement support * Bereavement support * Notify us of a bereavement * Report an issue * Coronavirus * Coronavirus * Visiting your home * FAQs * Switch to Household / Business * News * FAQs * Contact us * En * Translate Website Current Language En * News * FAQs * Contact us * My Account * En * Translate Website Current Language En 1. Home 2. About Us 3. Legal 4. Privacy notice PRIVACY NOTICE We are a safe pair of hands when it comes to your personal data. Personal data is any data which can identify you. It can identify you either on its own or when joined to other data we have. Quick reference to our privacy notice Our privacy notice tells you how we will collect and use your personal data, when we may share your information with companies in the Anglian Water Group, our contractors and selected third parties. Who are we? -------------------------------------------------------------------------------- Anglian Water Services Limited is the principal subsidiary of the Anglian Water Group (Company Number 2366656). To find out more about Anglian Water and the various other names that we use, take a look at our privacy notice below. You may contact our Data Protection Officer with any questions or concerns you may have: by email by post: Data Protection Officer, Legal Services Anglian Water Services Ltd Lancaster House Lancaster Way Ermine Business Park Huntingdon PE29 6XU When do we collect your personal data? -------------------------------------------------------------------------------- We collect your data when you first become an Anglian Water customer, on various other occasions when you make contact with us (or when we need to contact you) and as we provide services to you. In some cases, we collect data because you have contacted us about services which are not directly related to the supply of water or water recycling services e.g. because you want to use our water parks or take part in a survey. To find out more about the circumstances in which we collect your personal data take a look at our privacy notice document below. What personal data do we collect and use? -------------------------------------------------------------------------------- When we ask you for personal data, we will make clear to you why the data is needed. The personal data we may collect and use includes your contact details (e.g. your name, address, email address, telephone number), bank and payment details, income and expenditure details,information about you obtained from credit reference agencies, information about the use of our services e.g. water usage and consumption information, your communications with us and other publicly available information. We also collect and use special category data (such as health data) in some circumstances. To find about more information about the personal data we collect and use, take a look at our privacy notice document below. Why do we need to collect and use your personal data/the legal basis for using your data? -------------------------------------------------------------------------------- The law requires that we have a specific legal basis to process your personal data. The majority of the processing that we undertake is carried out on the basis that it is needed to enable us to comply with legal obligations or to pursue our legitimate interests. These activities include: * providing you with services * sharing data with our regulators * making improvements to our service * ensuring that we make appropriate decisions about payment methods (responsible lending) * recovering money that is owed to us for the services that we supply * preventing fraud and crime, and managing our business. Where we have a legal obligation or legitimate interest in processing your personal data, we do not need your consent to do so. We also rely upon the following legal grounds for certain data processing activities: * consent – in some circumstances we need to obtain your consent for us to process your data. For example, to use your photo in promotional material we would ask for your consent to do so * contract – we may need to process your data for a contract we have with you. To find out more, take a look at our privacy notice document below. Who do we share your personal data with? -------------------------------------------------------------------------------- We may share your personal data with third parties for a variety of reasons. These third parties include credit reference agencies for credit references and fraud prevention, debt collection agencies for debt recovery purposes, bodies such as the police when we have a legal obligation to make a disclosure, with our partner organisations for the purpose of providing you with services and with our regulators when we have a legal obligation to provide them with information. We rely upon legal obligation or our legitimate interests (or the interests of a third party) as the legal basis for sharing your data with the majority of third parties. To see the full description, take a look at our privacy notice document below. Your personal data may be transferred outside the UK and the European Economic Area. If it is, we have procedures in place to ensure that appropriate safeguards are in place. How long will we keep your personal data? -------------------------------------------------------------------------------- We will retain your personal data for as long as is necessary for the purpose for which it was collected. What are your rights over your personal data? -------------------------------------------------------------------------------- You can ask for copy of the personal data we hold about you, ask us to change it if it is wrong and in some circumstances get it in a format that can be transferred to another organisation. In certain circumstances you can ask us to remove the data or stop processing it. You can ask us to stop sending you marketing material, and we must comply with your request. You can also object to automated processing or profiling. In this case we will need to consider whether we are still entitled to continue processing your personal data based on our legitimate interests. If we refuse your request, you have the right to refer the matter to the Information Commissioner’s Office (ICO). To exercise your rights, contact our Data Protection Officer: by email by post: Data Protection Officer, Legal Services Anglian Water Services Ltd Lancaster House Lancaster Way Ermine Business Park Huntingdon PE29 6XU About your consent -------------------------------------------------------------------------------- Where we need your consent to process your data, we will ask for it and will tell you why we are processing your data. Where we need your consent in order to process your personal data, you may withdraw your consent at any time. If you withdraw your consent, we will stop processing your data for the purpose for which you gave consent. This does not mean that we will no longer process your data - we may still process your data if we have another purpose with a different legal basis. More about credit reference agencies (CRAs) -------------------------------------------------------------------------------- We will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial circumstances and financial history. We do this to assess creditworthiness, check your identity, manage your account, make responsible, reliable and fair decisions, trace and recover debts, prevent criminal activity and to enable you to build a credit history. We exchange information about you with CRAs on an ongoing basis, including about your settled, paid accounts and any debts not paid on time. We consider that in order to better manage our services, data on all customers of our organisation should be shared in this way in order to make more effective credit decisions about you and the detection and prevention of fraud. CRAs will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates. The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail within our privacy notice document below. Profiling and automated decision making -------------------------------------------------------------------------------- We use automated decision making to choose how we recover debts based on a risk score provided by the credit reference agency. Risk scores are also used to determine which payment terms are most appropriate to your situation. All of this activity is undertaken on the basis of our legitimate interests. Our website -------------------------------------------------------------------------------- Our website lets you have control over the personal data stored regarding your browsing activity. Using meter readings to find and fix leaks -------------------------------------------------------------------------------- From December 2020 if you have an upgraded meter it will automatically send us hourly meter readings to help us find leaks. If water is being used every hour throughout the day and night, it usually indicates there’s a problem. If we spot this at your property, we’ll get in touch to let you know. To find out more, take a look at our smart metering privacy notice document below. Direct marketing -------------------------------------------------------------------------------- We do not use direct marketing to sell our core services. However, we may want to contact you in relation to additional services, such as water efficiency services. We may also want to provide you with marketing information from carefully selected third parties such as WaterAid or HomeServe. You have the right to stop direct marketing and we must and will always comply with your request. To exercise your rights, contact us: by phone: 03457 919 155 by email: Contact us - please provide your Anglian Water account number or alternatively your address when you email us. Complaints -------------------------------------------------------------------------------- You may complain to our Data Protection Officer about how your personal data is being processed or you can complain to the Information Commissioner’s Office by visiting their website, or by calling 0303 123 1113. Your responsibilities -------------------------------------------------------------------------------- You need to tell us when you are no longer liable to pay for our services. This could be, for example, because you have moved house, or it could be due to a change to the individuals who are jointly liable with you. Any questions -------------------------------------------------------------------------------- We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and how you can control it. If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you. You can write to us at: Data Protection Officer, Legal Services Anglian Water Services Ltd Lancaster House Lancaster Way Ermine Business Park Huntingdon PE29 6XU Or contact us by email. Data sharing You can also find out more information about how we share data. Cookie information You can find out more about what cookies are used on this site in the website footer by selecting Cookie Settings. Customer privacy notice Customer privacy notice 2021 * pdf, 0.22 MB | 29 Mar 2021 DownloadCustomer privacy notice 2021 -------------------------------------------------------------------------------- Smart Metering privacy notice 2021 * pdf, 0.17 MB | 17 Mar 2021 DownloadSmart Metering privacy notice 2021 -------------------------------------------------------------------------------- * Terms of use * Privacy Notice * Modern Slavery * Accessibility * Sitemap * Cookie Settings -------------------------------------------------------------------------------- Copyright © 2019 Anglian Water Services Limited. All rights reserved Registered in England No. 2366656. Registered Office: Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire. PE29 6XU * * * * * * * * * * * * Copyright © 2019 Anglian Water Services Limited. All rights reserved Registered in England No. 2366656. 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