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0345 600 3 600

Monday to Friday, 8am to 6pm.                                           
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Privacy policy

    1. Our use of personal information

    Billing and operational purposes

    Wessex Water Services Limited (we, us or our) (please see our terms of use for full company details) and such other organisations which assist us in providing services to you will use information about you (personal information) to provide and enhance our services to you and for the purposes ancillary to this.

    The information you supply via our website will be made available to Bristol Wessex Billing Services Limited, BWBSL. This information will be used by BWBSL, Wessex Water and our billing partner Bristol Water for billing and operational purposes and may be shared with other service providers for those purposes.

    If you need to provide us with sensitive personal information, for example, health information), you consent to us processing this information where necessary, for the purposes described above.

    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.

    Other reputable organisations

    We may share the information we hold about you with other reputable organisations.

    We or they may contact you by mail, telephone, email, fax or other electronic means with offers of goods and services which may be of interest to you. 

    By providing us with details such as a telephone number which enable us to contact you in these ways, you consent to being contacted in that manner for these purposes.

    If you would prefer us not to use your personal information for the purposes set out in Our use of personal information please tick the opt out 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.

    Applications for employment

    Job applicants’ information supplied via our careers pages is dealt with in How we use your information (see point 4 below) on your job application form.

    2. When might we disclose your personal information to others?

    We may on occasion disclose your personal information to third parties not referred to above. However, please be assured that, except for the reasons listed below, we will not disclose your personal information to such third parties.

    We may disclose your personal information to others in the following circumstances:

    • where we are required to do so by the courts or to comply with other legal obligations including accounting and taxation requirements
    • to detect and/or prevent crime
    • where we believe that you may be interested in the services offered by other organisations (including our group companies)
    • for credit reference purposes.

    3. When might we transfer your personal information abroad?

    For the purposes described, we may sometimes need to transfer your personal information to other countries. Unless you inform us to the contrary by contacting us at the above address your consent to the use of your personal information in terms of this privacy policy will also be taken as consent to transfer your personal information abroad.

    4. How we use information on your job application form

    We ask for personal information from job applicants to assist with our recruitment process. This information is captured securely via our e-recruitment website and is only visible to human resources employees and the specific manager(s) with responsibility for the role being advertised. 

    By submitting your job application, you are giving Wessex Water Services Ltd (and Bristol Wessex Billing Services Limited if the position is with our joint billing company) permission to record, process, and validate the personal information in your application form and any other information we may obtain from you or other people in connection with your application for all purposes relating to your potential or future employment.

    Please note that if you choose to send any further information other than through our e-recruitment website, for example, by email or text message, security cannot be guaranteed and you do so at your own risk.

    •  Rehabilitation of Offenders Act 1974: We have a policy on the recruitment of ex-offenders which can be requested from the recruitment team. All information requested about criminal convictions is subject to the Rehabilitation of Offenders Act 1974, and your responses to these questions are visible to the recruiting manager. All other sensitive data is treated in the strictest of confidence and is only visible to HR employees. It is held as electronic data on your personnel file and is also collated along with other job applicants’ data as statistics for the purposes of equal opportunities monitoring. Our online job application form clearly states which information will not be visible to recruiting managers and job applicants. You have the option to not disclose certain sensitive information if you wish.

    •  Criminal disclosure: All offers of employment will be subject to a minimum of a satisfactory basic criminal disclosure, and references satisfactory to us, evidence of qualifications, and proof that you have the right to work legally in the UK. In certain circumstances offers will be subject to a standard or enhanced criminal disclosure and the job advertisement will state if this is the case.

    •  DVLA: If you are classed as an essential user, company car, van or other vehicle driver, we will also be carrying out a check with the DVLA before you start your employment to ensure you will meet industry requirements.  This will include details of speeding and other driving offences that may have been committed.

    •  BackCheck: We have asked a partner organisation called BackCheck to carry out the above checks on successful applicants on our behalf. They will approach you by email to ask your consent to carry out the relevant checks. And once you have verbally accepted our provisional offer of employment you will be sent a link to the e-consent website to complete the information requested.

    •  Successful applications: If your job application is successful we will retain the information submitted on your job application form, electronic data and other papers submitted on your personnel file.

    •  Unsuccessful applications: If your job application is unsuccessful we will destroy the application form, electronic data and other papers submitted 12 months after the appointment is made. If we do not hear from you we will assume that you have no objection to this.

    5. Monitoring

    If you communicate with us by email, telephone or fax, this communication may be randomly monitored or recorded to protect the interests of our business and our customers. This includes for the purposes of 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 our site to websites of other organisations. Please note that this privacy policy applies only to this site and we will not be liable for the contents of linked websites operated by other organisations or any transactions carried out with organisations operating those websites.

    7. What are cookies and why might we use them?

    A cookie is a piece of text which attaches to your hard drive and from which it can store and sometimes track information on how you make use of a website. 

    Please note that the websites to which the site may be linked may make use of their own cookies to collect information from you.

    We may use cookies because they will store and recall data which you have previously provided on the site and will save you from retyping that data every time you enter the site. We might also use the data gathered by cookies to improve the quality of the site and our services to you. For example, we might use cookies to gauge the number of people who make use of the site and usage patterns.

    You may nevertheless prefer us not to send you any cookies. If this is the case, you can set your browser to automatically reject all cookies. It is also possible to set your browser to notify you if a cookie has been sent to you so that you can, at your option, accept or reject that particular cookie.

    For more information, see Cookie notice.

    8. External information sources

    We may on occasion obtain personal information from external sources such as credit reference agencies, other organisations with whom we are in partnership or organisations which sell lists of personal data. We use this information for the purposes of marketing and ancillary purposes.

    9. Requests for access to personal information

    On request from you, we can provide details of your personal information including that which we have obtained from external sources. To protect your personal information, we follow strict storage and disclosure procedures which means that we will require proof of identity from you prior to disclosing such information. We will also charge a small administration fee of £10 in relation to any requests for access to personal information.

    10. Information updates

    Please help us to keep your personal information current and accurate by contacting us at the above address if you notice that your personal information is inaccurate and/or out of date.

    11. Security

    When you enter data on the site, a security device may be activated. This will ensure that any data which you enter is encrypted during transmission over the internet. Encryption of data is where data is encoded so that it is not legible until such time as it is decoded by us. 

    Furthermore, if you provide us with personal information such as bank account details such data is held by us in an encrypted form rather than being decoded following transmission. We also have systems in place to ensure that your personal information cannot be accessed by unauthorised sources.

    However, as you may be aware no data transmission over the internet can be entirely secure. Therefore whilst we will use reasonable endeavours to protect your personal information, we cannot guarantee the security of your personal information. The use of the site including the email facilities is at your own risk.

    12. Changes to this policy

    We request that you refer to the site on a regular basis to ensure that you are aware of the most recent policies (including this privacy policy) and terms and conditions of use for the site.

    13. Address for correspondence

    If you wish to advise us of any changes to the personal information you have previously provided or notify us that you no longer wish us to use your personal information for the purposes set out in section 1 above, please write to:

    Digital Communications Manager
    Wessex Water Services Limited
    Claverton Down Road
    Claverton Down
    BA2 7WW

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