Legal Information

Privacy Policy

  At Severn Trent Connect we adhere to the General Data Protection Regulation (GDPR) (2016/679), when dealing with your personal details. The information below should answer any questions you may have about this but please do contact us if you have any further queries.

What information do we collect?

 The data we collect is the personal contact information such as your name, address and email address. We store information related to your bill payment history, and any information you have given us about the way you would like to be contacted by us. We also store your responses to surveys should you chose to take part in them.

When anyone visits our website, whether they are a customer or not, we also store information about the way you interact with our website through the use of cookies.  This helps us to make sure it is the best possible experience for you.  Find out more about the way we use cookies on this site.

How do we use that information?

We will use the information we hold about you to manage your account in the most efficient way that we can. We may also use the information we have to contact you about other water related goods and services.

Additionally, we may share with and obtain information about you from other utilities, local authorities, government departments, credit reference agencies and other companies for use in any credit decisions, fraud prevention and to pursue debtors.

We collect information from you when you visit our website, contact us by telephone or email or if you receive a communication from us. The categories and types of personal data are shown below:

Contact information

Name, Address, Email Address, Telephone Number.

Transaction information

Contact information, billing details, payment details, any communications, complaints, income details, expenditure details, affordabilty information, credit rating, operational investigations, repairs, interruption to supply, planned maintenance, meter details (including meter serial numbers and water usage).

Legal information

Fraud checks or flags raised about your transactions, payment refusals, complaints, CCJ's.

Preference information

Your marketing preferences, your account settings including any default preferences, any preferences we have observed, such as the types of services that interest you, or the areas of our website that you visit.


Communications we may have with you, whether relating to a transaction or not. Please note that we record calls to our Contact Centre team.

Voluntary information

Any voluntary information you provide us with, such as responses to customer campaigns and surveys.

Observed information

Details of your online browsing activities on our website, such as the pages or areas of our website that you visit, or which link has brought you to our website from our email communications or other websites.

This information may be identifiable to you because you are logged in to your account, or because we have collected details of your IP address or the device that you have used to access the website. This will also collect the geographic region which your device reports to us that you are located in.


We use the data we collect about you for various purposes. Please click here for further information. 




Your rights and choices

Your rights


By providing us with personal data, you have consented to us handling it for the purposes mentioned. If you would like to change the way we are able to contact you, you can simply email us with your account details and your request.

You have the following rights under the UK data protection law:

  • Right to Access your Personal Data

You can request a copy of the data we hold about you.The simplest way to do this is to complete a Subject Access Request form here. You can email or write to us at:

SAR Officer, Severn Trent, 2 St John’s Street, Coventry, CV1 2LZ



  • 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.


  • 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 efficient water use 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


  • Right to be Informed

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


  • 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”


  • 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. 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 let us know if you are unhappy with how we have used your personal information. You can contact us  at

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

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 Privacy policy) and terms of use of the site.