Privacy Policy

How we collect and use your personal information

Who are we?

We are NWG Business Limited and we provide our customers with both water and waste water (sewage) services.

We are part of Northumbrian Water Group Limited and we are registered under the Companies Acts (Reg. No. 04047470).

We are registered with the Information Commissioner (Reg. No. ZA081673)

What is this privacy policy about?

This privacy policy explains what information we might collect about you, why we collect it, what we may use it for, and who we may share it with. We’ll also explain your rights towards your information and how we look after it while we have it.

What information do we collect about you?

The information we collect about you may vary based on what service we provide to you. Typically, we need details like:

  • Your name and address -  so we know who you are and where your premises are.
  • Your contact details - such as a phone number or email address so that we can keep in touch with you about our services and your account.
  • Your bank account - so we can manage your payments for our services.

We only collect information about you that we need to ensure you get the best service from us. We respect your privacy and we try to minimise the information we collect.

How do we collect information about you?

We prefer to collect the information we need directly from you. That way, you know what we have, and we can be sure you’ve provided us with the most accurate and up-to-date information. We will usually do this:

  • When you set-up your account with us.
  • When you contact us for any reason.
  • When you make a payment to us.
  • If you complete an online form.
  • If you enter a competition or complete a survey.

Where absolutely necessary, we may occasionally collect information about you from other ‘third parties’ such as credit agencies.

On our websites

There are occasions where we may collect personal information through our website, such as when providing a quote. We will make it clear when we collect personal information and will explain what we intend to do with it. We will only use collected information for marketing purposes where you have consented for us to do so.

By email

If you have contacted us by email, or provided an email address, we may use that to contact you if we need to.

You should also be aware that information conveyed by email could be deliberately or accidentally intercepted or corrupted. Whilst we make every effort to ensure that emails we send to you are free from viruses this cannot be guaranteed. We recommend that you scan all email for viruses with appropriate and frequently updated virus checking software.

Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

By phone

If you have given us you phone number (landline or mobile), we may use it to contact you if we need to, including sending texts. If you call our customer contact line, we also record your phone call, for security and training purposes, and to ensure we record the details of your contact.  This service is provided by Zoom International. More information about the service and security can be found at

We also use Semafone to provide secure voice transactions for our contact centres when taking credit card payments. Further information can be found at

Via our LiveChat service

We use a third party provider, Genesys, to supply and support our LiveChat service, which we use to handle customer enquiries in real time.

What do we do with the information we collect about you?

We use your information in various ways, such as to:

  • Meet the purposes that you provided your information for.
  • Provide you with the services you want.
  • Let you know about goods or services we feel would be beneficial to you.
  • Administer your account.
  • Letting you know of any work we may be conducting in your area.
  • Seeking your views on any service we’ve provided.
  • Dealing with any problems, enquiries, or complaints you may have.
  • Resolving unpaid bills.
  • Prevent fraud.
  • Keep our records accurate and up to date.
  • Create statistical information, market research, analysis and customer profiling to better manage and run our business.
  • Comply with any legal obligations we may have.

Who do we share your information with?

We appreciate that you have provided your information to us and may not want us to share it with other people or organisations, however sometimes it is necessary for us to do so.

We only share your information where we are permitted or required to by law, or where you have requested us to do so. We may share your information with, for example:

  • With someone who represents you, where you have asked us to do so.
  • Our employees who provide you with our services.
  • Carefully selected contractors and specialists to help us provide you with our services.
  • Credit reference, and fraud prevention, agencies in order to help prevent and detect fraud, or as part of our debt collection process.
  • External agencies like the police, fire service, or local councils in the event of an emergency situation, such as under the Civil Contingencies Act 2004.
  • Any regulatory organisation (such as the Water Industry Commission for Scotland, the Central Market Agency (CMA) and the Market Operator Services Limited) or anyone employed by or contracted to such organisation.
  • Any person or organisation where we are required to because of a Court order, legal duty, or statutory obligation.

Although we are a UK company, we may sometimes share your information with an organisation, such as a contractor working on our behalf, who is outside the UK. Such companies may also be outside of the Europe. We may do this, but we will only do so where we are permitted to by law and where we are satisfied with the security arrangements.


When we use information about you we take all reasonable efforts to do so fairly and lawfully.

We think it likely that our customers know we use information about them, and we provide notices of such wherever we can.

We take appropriate care to secure the information we hold about you. We have robust technical security such as passwords and information encryption. We also have policies and procedures to ensure your information is only available to our employees who need to see it to do their job, and we train those employees appropriately.

On our websites

When visiting our websites, you may also be providing us with certain information via our use of website ‘cookies’. You can find out more about this by reading our Cookie Statement.

When you enter data onto secure areas of our websites, a Secure Socket Layer (SSL) is initiated. A SSL is a security device which ensures that any data which you enter is encrypted during transmission over the internet. Encryption means the data is encoded so that it is not legible until such time as we decode it.

No data transmission over the internet can ever be entirely secure. While we do our best to protect your personal information, we cannot guarantee its security and you must be aware of this when using our websites.

Our websites may contain links to other websites. If you follow a link to any of these websites, please note that these websites have their own Terms & Conditions and privacy policies and that we cannot accept responsibility for their content. This privacy statement applies only to our website. Also, we establish robust procedures and contracts to extend these protections to any other person or organisation we may need to give your information to.

In everything we do with your information we try to be fair, lawful, and open, and we take seriously our obligations towards your privacy and the protection of information we may hold about you.

Your rights

The Data Protection Act 1998 gives you certain rights towards your personal information. We take all reasonable efforts to ensure we allow you to exercise those rights. Further information on your rights can be found at

 Access to your personal information

If you want to see more of the information that we have about you, you can make a data subject access request by writing to.

NWG Business Limited, Priory House, Abbey Road, Pity Me, Durham, DH1 5RR