Data protection & privacy policy

Updated: August 2018

Introductory terms

1.1. In the following statements ‘We’ ‘Us’ and ‘Our’ refer to Severn Trent Services.

1.2. We are committed to protecting your privacy and we therefore ask that you read this Policy before providing us with any personal information.

2. Introduction We’re making it easier for you to find out how we handle your information. 

A new data privacy law has been introduced in the UK. As a result, we’re publishing a new Privacy Notice to make it easier for you to find out how we use and protect your information within Severn Trent Services. We won’t be changing the ways we use your personal information, but the new notice will provide you with additional details such as:

  • Your increased rights in relation to the information we hold about you
  • How we keep your personal information secure
  • The types of personal information Severn Trent Services collects about you, and how we collect and use it
  • The legal grounds for how we use your information

Severn Trent Services are committed to protecting your privacy and complying with the provisions of the UK Data Protection Laws including the Data Protection Act 2018 and the General Data Protection Regulation (2016/679). We ask that you read this statement before providing us with any Personal Information.

We are registered under the Companies Acts (Reg. No. 08120387). Our registered office is Severn Trent Centre, 2 St John’s Street, Coventry, CV1 2LZ.

If you have any questions, or want more details about how we use your personal information, you can ask us:

3. Our Use of Your Personal Information

Any personal information you provide to us on this website is done so on a voluntary basis. In some circumstances, we may use the information provided by you to enhance our services to you. If you need to provide us with special category data (for example, health information), you consent to the processing of this information for the purposes for which you have provided it.  

In order to operate successfully, we collect and use personal information about groups of people with whom we have had or may have dealings, including employees, suppliers and customers. In addition, we may occasionally be required by law to collect and use certain types of information to comply with the requirements of Government departments.  

Procedures are implemented to ensure that we process personal data fairly and lawfully, in accordance with the principles and requirements of Data Protection Laws.  

We may need to search the files of Credit Reference Agencies who will record the search. We may share information about the way in which you conduct your account with other credit providers and Credit Reference Agencies.  

The information collected via this site will be used by Severn Trent Services for the following purpose(s): Notification of sales promotions, seminars, events, electronic and postal direct marketing, to keep you informed of industry changes we deem to be of interest to you according to information supplied.  

If you would prefer us not to use your personal information for the purposes set out above, please tick the appropriate box provided when your personal information is given to us. Remember that if you do we will not be able to notify you of special offers and promotions or provide you with other information which may be of interest to you or your organisation.

4. When might We disclose your Personal Information to Others?

We may share the information we hold about you with other organisations within the Severn Trent Plc. Group.  

We, or other organisations we work with, may contact you by mail, telephone, e-mail, fax or other electronic means with offers of goods and services or other information which may be of interest to you. By providing us with details such as an email address or telephone or fax number will enable us to contact you in these ways, you consent to being contacted in that manner for these purposes.  

We will not disclose your Personal Information to third parties not referred to above except in circumstances which are permitted by law, such as the following:

(a) Where we are required to do so by courts of law or to comply with other legal obligations including accounting and taxation requirements;
(b) To detect and/or prevent crime

5. Monitoring

Please note that if you communicate with Severn Trent Services electronically, including by e-mail, telephone or fax, this communication may be randomly monitored or recorded to protect the interests of our business and our customers. This includes maintaining high quality standards, crime detection and/or prevention and to ensure that our employees comply with legal obligations and our policies and procedures (including customer relations practices).

6. Hyperlinks

We may provide hyperlinks from this website to websites of other organisations. Please note that different Terms & Conditions and privacy policies will apply to other websites.  

7. What are Cookies and why might We use them?

We currently use session based cookies. This allows us to track how users move through the website, what browser they use and other relevant information. Read more about how we use cookies on our website.

8. External information sources

We may on occasion obtain information from external sources such as credit reference agencies, market research agencies and other organisations with which we are associated with or with which we conduct business.  

9. Your Rights

You have the following rights under the General Data Protection Regulation (2016/679):

(i) Right to Access your Personal Data

You have the right to make a subject access request.  All requests must be made in writing to:

SAR Officer
Severn Trent Water
2 St John’s Street,

(ii) Right to stop us causing you ‘damage or distress’

Unless you have consented to us using your information, or have a contract with us, or we are acting to comply with a legal obligation, you can object to us using your personal information in a way that causes you ‘substantial and unwarranted damage or distress’.  

Damage means that we will use or have used your information in a way that caused you some loss or harm which we shouldn’t have.  

Distress means that we will use or have used your information in a way that caused you some upset or anguish which was more than an annoyance.  

You can write to us and ask us to stop using your information in that way. We will respond within 21 days.

(iii) Right to Rectification

You have the right to question any information we have about you that you think is wrong or incomplete. Please contact us if you want to do this.  

If you do, we will take reasonable steps to check its accuracy and correct it.

(iv) Right to Object

You can request that your personal data is not processed for specific purposes such as direct marketing.  

We’re keen to promote services and we may send you offers or make you aware of products that help with this. Also, from time to time we may tell you about other offers we think may interest you.  

We may do this, or we may share your information with carefully selected partners who offer services or products that we think you may be interested in. Every time we contact you about such offers we will give you the opportunity not to hear about anymore.  

If you don’t want to receive such offers at all, please let us know – you can email us at

(v) Right to be Informed

You can ask for details of how we process your personal data, as covered by this Privacy Notice.  

(vi) Right of Erasure

You can request the deletion or removal of personal data where there is no reason for its continued processing. This right is also known as the “Right to be Forgotten”  

(vii) Right to Restrict Processing

You can request that no further processing of the personal data we have previously collected occurs.

Please be aware that there may be circumstances when we are unable to complete your request, most likely because we could not provide you with our services. If this is ever the case, we will inform you of the reason and provide details of how you can register a complaint with the Information Commissioners Office if you believe we have got this wrong.  

Please help us to keep your information current and accurate by contacting us at the address given at the end of this Data Protection & Privacy Policy if you notice that your personal or company information is inaccurate and/or out-of-date.

10. Changes to this policy

We request that you refer to the site on a regular basis to ensure that you are aware of our most recent policies (including this Data Protection & Privacy Policy) and Terms and Conditions of use of the Site.

11. Contact us

If you have any further questions about the way we manage your data you can write to us at:

FAO Data Protection
2 St John’s Street,
Coventry, CV1 2LZ

or email us at

12. Complaints

Please let us know if you are unhappy with how we have used your personal information, please contact Data Protection.

You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern.