Privacy and Cookies
For the purpose of the Data Protection Act 1998 ("the Act"), the data controller is South West Water Limited, Company Number 2366665, of Peninsula House, Rydon Lane, Exeter, EX2 7HR, Data Protection Public Registration number Z4569683.
Our nominated representative for the purpose of the Act is Company Secretary of South West Water Limited,
INFORMATION WE MAY COLLECT FROM YOU.
We may collect and process the following data about you:
- information about your SWW customer account, including your name, address, telephone number and email address;
- payment details, including payments made by post, online, by telephone or directly to your bank (including standing orders);
- information relating to the supply of water and ancillary services and products that you have enquired about or that we have provided to you;
- any sensitive information, such as health issues that affect either our supply of water and other products to you or the administration of your account;
- information that you provide by filling in forms on our site http://www.southwestwater.co.uk or http://myaccount.southwestwater.co.uk(our site). This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you report a problem with our site;
- if you contact us or provide us with information, for example if you enter a competition or promotion;
- if you complete any 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 fulfillment of your orders;
- details of your visits to our site including, but not limited to; traffic data, location data, web logs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access; and
- any opt in or opt out preferences that you have provided us with confirming whether you wish to receive information about offers and information that may be of interest to you.
Where we store your personal data
All information you provide to us - whether on paper, verbally or electronically - is stored securely. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
USES MADE OF THE INFORMATION
We use information held about you in the following ways:
- to service and administer your SWW account and to carry out our obligations arising from any contracts entered into between you and us;
- to provide you with information, products or services that you request from us or which we feel may interest you.
- to carry out our statutory and regulatory functions and obligations;
- to keep you informed about our services, news, promotions and competitions;
- to ensure that content from our site is presented in the most effective manner for you and for your computer;
- to assist us with our customer and market research and statistical analysis;
- to allow you to participate in interactive features of our site, when you choose to do so; and
- to provide you with information about and appeals made by or on behalf of Water Aid (registered charity 288701), including the circulation of their annual charitable leaflet.
We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you, and we or they may contact you about these by email.
DISCLOSURE OF YOUR INFORMATION
We may disclose your personal information to any member of the Pennon Group, which means our ultimate holding company (Pennon Group Plc) and its subsidiaries, such disclosure shall exclude Viridor Limited or any subsidiary thereof. We may also disclose your personal information to our agents, partners, subcontractors and advisors.
We may also disclose your personal information to other third parties in circumstances not referred to above:
- 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 South West Water 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 or regulatory obligation (including as required by a court, government body or a regulator), or
- in order to enforce or apply our customer or website terms and conditions and other agreements; or to protect the rights, property, or safety of South West Water Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
COOKIES AND IP ADDRESSES
Visitors to our websites
We may collect information about your computer, including where available your IP address, operating system and browser type. We may use that information for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns. It does not identify any individual.
We may obtain information about your general internet usage and your use of our site by means of a cookie. A cookie is a piece of text that is stored on your computer by your web browser. Cookies help us to improve our site and to deliver a better and more personalised service. They enable us:
- to estimate our audience size and usage pattern;
- to store information about your preferences, and so allow us to customise our site according to your individual interests;
- to speed up your searches; and
- to recognise you when you return to our site.
More detailed information on cookies can be found at www.allaboutcookies.org
South West Water and our third party partners may set the following types of cookies when you visit www.southwestwater.co.uk (the "Website"):
The table below details all the cookies that the Website uses and the reason why:
|Session Cookies||CFID||24 years||This is the default web application session cookie for session state management||Cookies necessary for the provision of service||All about cookies|
|Google Analytics||_utma||24 months||Google tracking cookies||Helpful non-intrusive cookies|
|_utmc||At end of session|
|Lang||Session||LinkedIn tracking cookie||Useful but intrusive|
|pid||24 months||Twitter tracking cookie||Useful but intrusive|
|_e_3Xrx_1||7 days||Facebook tracking cookie||Useful but intrusive|
You can find information on disabling cookies at www.allaboutcookies.org
The rules regarding the use of internet cookies have changed due to amendments made to the E- Privacy Directive (2002/58/EC). The UK government implemented these changes by amending the Privacy and Electronic Communications (EC Directive) Regulations 2003 (SI 2426/2003) (the regulations).
You have the right to ask us not to process your personal data (relating to you as an individual) for any particular purposes, apart from in relation to our agreements with third-party debt-recovery and fraud prevention agencies. You can exercise your right to prevent such processing by ticking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us. For more information, please see our Code of Practice on Payment and Debt Recovery.
ACCESS TO INFORMATION
The Act gives you the right to access personal information held about you. Your right of access can be exercised in accordance with the Act. Any subject access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
CHANGES TO YOUR INFORMATION
If you notice that any personal information that we hold about you is incorrect or not up to date, please let us know via the 'Website feedback' category on our contact us.
South West Water
Devon, EX2 7HR
How can we help?
Use the FAQ search to quickly find what you are looking for...
Should I replace my lead pipes?
We would encourage you to consider replacing lead pipes as the newer material of pipework normally medium density polyethylene (MDPE) is more recommended and durable. We’ll replace any lead supply pipe for which we’re responsible free of charge. We’ll need a minimum of...
What is water pressure?
Water pressure is the power that moves water from our main pipes into your pipes and into your home. The pressure of the water in the supply system is created by gravity due to the height of the source of the water, in the below example; a reservoir. (It may be assisted...
How hard is my water?
Most of our area is sourced from moorland rivers and reservoirs and is classed as soft or moderately soft. In East Devon the water comes from deep underground boreholes and this water is classed as slightly or moderately hard. You can read more about Water...
How can I contact you?
You'll find all of our contact information here, which includes our most frequently asked questions, arrange a free call back form and our telephone numbers.
What do I need to do about my meter when I move?
On the day that you move, please take a meter reading and let us know online either at My Account, on our move form or we’ll call you back to take the details. Please complete the details in our Arrange a free call back section on the right. If it’s difficult to read...
What do I need to do when I move house?
Let us know you’re moving online or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on the right. Metered propertiesIf you’re moving from or into a home with a meter, we’ll need the readings from all the meters on...
How can I let you know if a tenant is moving?
If you’re a landlord renting out a property, you can let us know who is responsible for charges at your property by using the national web portal Landlord TAP. You can use this portal to quickly and easily inform us of: Properties you own or manage Changes of tenancy...
What will the charges be at a house that I’m moving to?
Your Estate or Property Agent should be able to provide you with more details.If you’d like to check if the property is on a meter, we’ll call you back to confirm this. Please complete the details in our Arrange a free call back section on the right.
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.If you can’t find your bill, we can call you back. Please complete the details in our Arrange a free call back section on the right.
Can I get a discount on water that doesn’t drain to the sewer?
Yes, if you are being charged for sewerage that includes surface water drainage and you believe that your surface water doesn’t enter a public sewer, complete our form to apply for a reduction. If you use a large amount of water outside of your home, you may want to...
Why are bills so high in the South West?
In the South West we enjoy miles of open countryside and coastline – and this has an impact on our water and wastewater bills. For example, the cost of the many thousands of miles of pipes we need to get drinking water to everyone in our area, and to take wastewater...
Where is my meter located?
Generally we install meters outside of your home in the footpath or front garden. It will sit within a chamber under a small square or rectangular cover and will usually be labelled with ‘meter’ or ‘water’. You may need to use a tool to scoop out any soil or rain...
How do I read my meter?
Your meter will look similar to the meters in the pictures below; How to read your meter If you have an outside meter, lift the chamber lid using a screwdriver or similar tool. You may need to use a tool to scoop out any soil or rain water that has built up...
How long will it take to install a meter?
We’ll install the meter within 3 months of receiving your meter application. If there is a delay on the installation, we’ll use readings taken after the meter is installed to back-date charges to the date it should have been installed. Sometimes it’s possible to fit the...
Can I go back to unmetered charges if I’ve switched to a meter?
If you don’t think that switching to a meter was of any benefit, you have 2 years from when the meter was installed to go back to unmetered charges. For more information on this and exceptions, please see our Code of Practice on Charges, Bills and Water Meters. If you...
What do I do if I have a leak on my shared supply pipe?
If the leak is occurring on a section of pipe that one person only is responsible for, they will need to arrange for its repair. If it’s not clear where the leak is, or it’s a section of pipe supplying a number of properties, it is the joint responsibility of the owners...
How do I report a leak on my supply pipe?
You can complete our online leak form or call our Services Helpline 0344 346 2020 It will be your responsibility to repair it and approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme [WIAPS]. We’ll send you an information...
What do I do if I have a leak inside my house?
You can watch our video to find out where the leak is. If you’ve confirmed a leak inside your house by carrying out a leak check on the meter or can hear or see running water, you’ll need to speak to a plumber to check your internal pipework or fittings. Approved...
How do I know if I have a leak?
If you’re on a meterYou may have received a bill that shows a larger amount of usage than normal which may indicate a leak on your supply pipe. Watch our guide or follow our steps below to find out how to check for a leak. Step 1 – Make sure all your appliances and taps...
How much water does an average person use?
The national average annual usage figures have been taken from The Consumer Council for Water and are listed below: Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving...
How do I order a water butt?
You can order a water butt from the specialist savewatersavemoney. By installing a water butt directly to your gutter downpipe, you will collect rainwater from the roof and can then use it for watering plants, topping up a pond or washing your car. On average every year...