Privacy Policy

Welcome to Everflow's privacy notice.

The Everflow Group is made up of the following entities: Everflow Limited; Everflow Holdings Limited; Everflow Operations Limited; Everflow Project 1 Limited and Everflow Tech Limited. A full copy of our group structure chart can be found here.

The Everflow Group respects your privacy and is committed to protecting your personal data and Everflow Limited is the ultimate controller for personal data processed within The Everflow Group. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

As part of The Everflow Group's business, we offer different types of services, being (1) Water Supply Services and (2) Waste Disposal Services (each a Service, together the Services).

Water Supply Services include the supply of water to our customers and water waste services (known as Water Supply Customers).

Waste Disposal Services include the disposal of domestic waste for our customers (known as Waste Disposal Customers).

  1. Controller
    Everflow Limited is the ultimate Everflow Group controller and responsible for your personal data for each Service (collectively referred to as "we", "us" or "our" in this privacy notice). All information obtained as part of any of our Services will be managed by us as the data controller.

We have appointed a data privacy manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights (as set out below), please contact the data privacy manager using the details set out below.

  1. Contact details
    Our full details are:
    Full name of legal entity: Everflow Limited
    Name of data privacy manager: Adam Straker
    Email address: adam.straker@everflowwater.com
    Postal address: Unit 4, Suite 2, Wynyard Avenue, Wynyard, Billingham, England, TS22 5TB
    Telephone number: 0330 6600 137

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

  1. Changes to the privacy notice and your duty to inform us of changes
    This version was last updated in March 2022.

We keep our privacy policy under regular review, any changes we may make in the future will be posted on this page and, where appropriate, notified to customers by email. Please check back frequently to see any updates or changes to our privacy policy. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

  1. Third-party links
    This website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

  2. Important information and who we are
    Purpose of this privacy notice
    This privacy notice aims to give you information on how we collect and process your personal data through your use of this website, including any data you may provide when you sign up as a customer to either of the Services we provide. This website is not intended for children and we do not knowingly collect data relating to children. It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

  3. The data we collect about you
    Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
  • Contact Data includes billing address, residential address, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, services purchased by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific service. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

  1. If you fail to provide personal data
    Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with a Service). In this case, we may have to cancel a Service you have with us but we will notify you if this is the case at the time.

  2. How is your personal data collected?
    We use different methods to collect data from and about you including through:
    Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

  • apply to use any of our Services;
  • create an account on our website (if applicable);
  • submit meter readings through our website;
  • request copy invoices through our website;
  • fill in a 'contact us' form on our website;
  • subscribe to our Services or publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us some feedback.

Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. Please see the cookies section below for more details on the cookies we use.

Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
Technical Data from the following parties:

  • analytics providers;
  • advertising networks; and
  • search information providers.

Contact, Financial and Transaction Data from providers of technical, payment and delivery services.

  • Utility brokers and other Third Party Intermediaries;
  • Identity and Contact Data from data brokers or aggregators;
  • Identity and Contact Data from publicly available sources.
  1. How we use your personal data
    We will only use your personal data when the law allows us to. Most commonly, we will use you personal data in the following circumstances:
  • Performance of a Contract. Performance of a contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
    Legitimate Interests. Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
    Legal or regulatory obligation. Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to. For example we may use third party Experian. In order to process your application, we will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity. We will also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at http://www.experian.co.uk/crain/index.html
     
    Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you (if applicable). You have the right to withdraw consent to marketing at any time by contacting us.
  1. Purposes for which we will use your personal data
    We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out below.

Purpose/Activity:
To register you as a new customer of Everflow Group company for any of our Services
Type of data:
(a) Identity
(b) Contact
Lawful basis for processing including basis of:
(a) Legitimate interests;
(b) Performance of a contract with you
 
Purpose/Activity:
To process and deliver our Services, including:
(a) Manage payments, fees and charges
(b) Collect and recover money owed to us
Type of data:
(a) Identity
(b) Contact
(c) Financial
(d) Transaction
(e) Marketing and Communications
Lawful basis for processing including basis of:
(a) Legitimate interests (to recover debts due to us);
(b) Performance of a contract with you
 
Purpose/Activity:
To manage our relationship with you which will include:
(a) Notifying you about changes to our terms or privacy policy
(b) Asking you to leave a review or take a survey
Type of data:
(a) Identity
(b) Contact
(c) Profile
(d) Marketing and Communications
Lawful basis for processing including basis of:
(a) Performance of a contract with you
(b) Compliance with a legal obligation
(c) Legitimate interests (to keep our records updated and to study how customers use our Services)
 
Purpose/Activity:
To enable you to partake in a prize draw, competition or complete a survey (if any)
Type of data:
(a) Identity
(b) Contact
(c) Profile
(d) Usage
(e) Marketing and Communications
Lawful basis for processing including basis of:
(a) Performance of a contract with you
(b) Legitimate interests (to study how customers use our Services, to develop them and grow our business)
 
Purpose/Activity:
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
Type of data:
(a) Identity
(b) Contact
(c) Technical
Lawful basis for processing including basis of:
(a) Legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
(b) Compliance with a legal obligation
 
Purpose/Activity:
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
Type of data:
(a) Identity
(b) Contact
(c) Profile
(d) Usage
(e) Marketing and Communications
(f) Technical
Lawful basis for processing including basis of :
(a) Legitimate interests (to study how customers use our Services, to develop them, to grow our business and to inform our marketing strategy)
 
Purpose/Activity:
To use data analytics to improve our website, Service, marketing, customer relationships and experiences
Type of data:
(a) Technical
(b) Usage
Lawful basis for processing including basis of:
(a) Legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
 
Purpose/Activity:
To make suggestions and recommendations to you about goods or services that may be of interest to you
Type of data:
(a) Identity
(b) Contact
(c) Technical
(d) Usage
(e) Profile
Lawful basis for processing including basis of:
(a) Legitimate interests (to develop our Services and grow our business)

  1. Marketing
    We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

  2. Promotional offers from us
    We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing). You will receive marketing communications from us if you have requested information from us or purchased a Service from us or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.

  3. Third-party marketing
    We will get your express opt-in consent before we share your personal data with any company outside Everflow Limited’s group of companies for marketing purposes.

  4. Opting out
    You can ask us or third parties to stop sending you marketing messages at any time by logging into the website (if applicable) and checking or unchecking relevant boxes to adjust your marketing preferences or by following the opt-out links on any marketing message sent to you or by contacting us at any time. Where you opt-out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a Service purchase, Service experience or other transaction.

  5. Cookies
    Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.
    A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree.
    Cookies contain information that is transferred to your computer's hard drive.
    We use the following cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website or make use of e-billing services (if any).
  • Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you.
  • Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

You can find more information about the individual cookies we use and the purposes for which we use them below:
Cookie name: Google Analytics
Purpose: _gat
Retention Period: 2 years
More information
Used to enhance our Services by anonymously tracking page views.
You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies), you may not be able to access all or parts of our site.

  1. Change of purpose
    We will only use your personal data for the purposes for which we collected it unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

  1. Disclosures of your personal data
    We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
    External third parties
  • Such as service providers acting as processors based in the UK who provide:
  • Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors and insurers based in the UK who provide consultancy, banking, legal, insurance and accounting services.
  • Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you; for example finance partners, warranty providers, and utility, interior or maintenance suppliers;
  • Analytics and search engine providers that assist us in the improvement and optimisation of our website;
  • Credit reference agencies for the purpose of assessing your credit score where this is a condition of us entering into a contract with you; and
  • HM Revenue & Customs, The Environment Agency and Ofwat regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

  1. International transfers
    We do not transfer your personal data outside of the UK.

  2. Data security
    We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

  3. Data retention
    How long will you use my personal data for?
    We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. We will, for example, keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Details of retention periods for different aspects of your personal data can be requested from us at any time by contacting us.

For Water Supply Customers:
Please contact us by email at customer.services@everflowwater.com or by telephone on 0330 6600 137.

For Waste Service Customers:
Please contact us by email at customer.services@everflowwaste.com or by telephone on 0330 1659 890.

If you are both a Water Supply Customer and a Waste Supply Customer you will need to contact us separately depending on which Service you are enquiring about.

  1. Your legal rights
    Under certain circumstances, you have rights under data protection laws in relation to your personal data.

You have the right to:

  • Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us via either of the following contact details depending on the particular Service you are a customer of:

For Water Supply Customers:
Please contact us by email at customer.services@everflowwater.com or by telephone on 0330 6600 137.

For Waste Service Customers:
Please contact us by email at customer.services@everflowwaste.com or by telephone on 0330 1659 890.

If you are both a Water Supply Customer and a Waste Supply Customer you will need to contact us separately depending on which Service you are enquiring about.

No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.