Welcome to the Independent Water Networks Limited privacy policy.

Please note that, in this privacy policy, reference to “we”, “us”, “our” and ‘’IWNL” means ” Independent Water Networks Limited”, registered number 05776438, whose registered address is: Company Secretary, Synergy House, Woolpit Business Park, Woolpit, Bury St. Edmunds, Suffolk, IP30 9UP. Independent Water Networks Limited is registered with the Information Commissioner’s Office (with registration number Z9765869).

In this privacy policy, references to the “Data Protection Legislation” means applicable law from time to time in respect of the processing of personal data and privacy, including the Data Protection Act 2018, the UK General Data Protection Regulation (GDPR) and the Privacy and Electronic Communications (EC Directive) Regulations 2003. For the purposes of the Data Protection Legislation, Independent Water Networks Ltd is a “data controller” in respect of any personal data that you provide to us or that we collect from you.

Independent Water Networks Limited respects your right as our customer to privacy and takes its responsibilities regarding security and privacy under the Data Protection Legislation seriously. This privacy policy covers our use of your personal data which we may collect or receive about you, including personal data which we may collect via use of our website (the/our “Website”).

We have developed this policy because we want you to feel confident about the privacy and security of your personal data, so please read it carefully before using our Website or signing up for our services.

Independent Water Networks Limited takes all reasonable care to prevent any unauthorised access to your personal data.

By visiting the Website or otherwise engaging with us, you acknowledge that we may collect, use and/or transfer your personal data as set out in this privacy policy.

About Independent Water Networks

Independent Water Networks Limited is a licenced water and waste water company based in the UK. Please contact our sales office (please see Contacting Independent Water Networks Limited on our Website) to find out if you are able to receive our services in your area, or alternatively check on our website at

Definition of Personal Data

This privacy policy has been created to explain to you the way in which Independent Water Networks Limited uses your “personal data”. When we refer to “personal data” in this privacy policy, we mean information which identifies you as an individual, or is capable of doing so. This may include information which tells us something about you as an individual, for example your name, address or telephone number. We are committed to providing you with a professional and personalised service whilst at the same time safeguarding your privacy and protecting your personal data from unauthorised uses or disclosures.

“Sensitive personal data” is a particular category of information and is any “personal data” which concerns racial or ethnic origin, political opinion, religious beliefs or other beliefs of a similar nature, membership of a trade union, physical or mental health or conditions, sexual life, commission or alleged commission of any offence or any proceedings for any offence committed or alleged to have been committed by you, the disposal of such proceedings or the sentence of any court in such proceedings.

Any sensitive personal data that you provide to us will be processed in accordance with this policy and the Data Protection Legislation. We will not collect and/or use any sensitive personal data without your explicit consent.

Information that We Collect

When you visit the Website or order any of our services via our Website (including when you complete our property occupation and contact forms), you may be asked to provide information about yourself including your name, contact details (being your home address, email address and telephone number) and payment information such as credit or debit card information and billing address. We may also collect information about your usage of the Website and we may collect personal data from you from the e-mails or letters you send to us.

As described above, in some instances, we may need your credit/debit card details to charge for the services. All financial transactions are secured by SSL encryption to offer secure communications of such data to and from our Website. However, no data transmission over the Internet can be guaranteed to be totally secure, and any information which you send to us is sent at your own risk.

We may also collect personal data from you when you sign up to receive our services, and we may continue to collect and/or process personal data from you in the course of providing those services. For example, if we provide water and or sewerage supply services to you or the property which you own or occupy, we may process personal data about you such as your name, address, usage information and billing and payment information (including details relating to non-payment).

We work closely with third parties (including, for example, our business partners) who may collect personal data from you and pass it on to us. Where this is the case, the third party is responsible for informing you that they have shared your personal data with us and obtaining any relevant consents from you to ensure that you are happy with the ways in which your personal data will be used. However, once we are holding your personal data, we will only handle such data in accordance with this policy and the Data Protection Legislation.

Use of Your Information

We may use your personal data in order to:

(a) provide you with access to the relevant parts of the Website, and to help us to improve our Website and services to ensure you get the best online experience;

(b) provide our services to you or to a related third party;

(c) bill you;

(d) contact you where necessary about our services; and

(e) analyse the use of our website and services in order to continually improve our business and services.

We will also use the information we collect from you for the purposes of statistical analysis and to help us prevent fraud.

We may process your personal data so that we can perform a contract with you, for the purpose of legal compliance and/or for the purposes of our legitimate business interests.

Where you have consented at the time we collected your data or where we otherwise have a right to do so, we may use your information to let you know about our products and services that may be of interest to you and/or inform you about important changes or developments to the Website or our services, by post, telephone, mobile messaging (e.g. SMS, MMS etc.) as well as by e-mail. If you have provided your consent to us processing your personal data in a particular way but you later change your mind, please let us know by contacting us using the details set out in the “Privacy Support” section below and/or changing your account settings on the Website. You may also opt out of receiving marketing emails from us by following the instructions outlined in any marketing email.

Sharing your information

The information you provide to us will be transferred to and stored on our servers in the UK.

In order to provide our services to you we have to share your information with certain third parties such as our payment provider (who processes your payments on our behalf) and other members of our corporate group. We may also share your information with credit reference or fraud prevention agencies. If you are a tenant of a property which we supply services to, we may share certain details with your landlord, such as material non-compliance with our agreement with you (e.g. failure to pay for our services). Disclosure to third parties will occur only where we have a legitimate interest to do so, with your express consent or as is required by law. By submitting your personal data to us and using our services, you acknowledge that your personal data may be transferred or processed in this way. Independent Water Networks Limited ensures that all of its group companies treat your data securely and in accordance with this privacy policy, and will take appropriate steps to enforce this.

If you have consented, we may allow carefully selected third parties, including marketing and advertising companies, or our business partners (including other members of our corporate group) to contact you occasionally about services that may be of interest to you. They may contact you by telephone, post, SMS as well as by e-mail. If you change your mind about being contacted by these companies in the future, please let us know by contacting us using the details set out below and/or by amending your account settings on the Website. You may also opt out of receiving any marketing communications you receive by following the instructions outlined in any of these communications.

We may also provide our advertisers with aggregate information about our users. You will not be personally identifiable from this aggregate information and, therefore, it will not be “personal data” for the purposes of the Data Protection Legislation.

If our business enters into a joint venture with, purchases or is sold to or merges with another business entity, your personal data may be disclosed or transferred to the target company, our new business partners or owners or their advisors.

We may use the personal data that you provide to us if we are under a duty to disclose or share your personal data in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation; or in order to enforce any agreement we have in place with you; or to protect the rights, property, or safety of Independent Water Networks Limited, its customers, employees or others. This includes exchanging personal data with other companies and other organisations for the purposes of fraud protection and prevention.

Call Recording

Please note that, subject to receiving your prior consent or us letting you know that we will do so, we may record inbound and outbound telephone calls made to and by our customer support centre for training and quality purposes. In addition, (and where we have received your consent to do so) in some instances we may be required to send call recordings to third parties for whom we sell products or services over the phone. This is so that they can monitor the quality of our calls when selling their products or services.

Security, Data Transfers Outside the UK and Data Retention

We take steps to protect your personal data from unauthorised access and against unlawful processing, accidental loss, destruction and damage. We will only keep your personal data for as long as we reasonably require and, in any event, only for as long as Data Protection Legislation allows.

Where you have chosen a password which allows you to access certain parts of the Website, you are responsible for keeping this password confidential. We advise you not to share your password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your personal data, we cannot guarantee the security of your personal data transmitted to the Website; any transmission is at your own risk.

The personal data that we collect from you may also be transferred to, and stored at, a destination outside the United Kingdom. It may also be processed by staff operating outside the UK who work for us or for one of our suppliers. This includes staff engaged in, among other things, the processing of your payment details and the provision of support services. By submitting your personal data or using our services you are acknowledging this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your personal data is treated securely and in accordance with this privacy policy and the Data Protection Legislation. This means that we will only transfer your information to third parties that (a) are in countries that have been confirmed by the UK Information Commissioner’s Office to provide adequate protection to personal data; or (b) with whom we have put in place appropriate measures to protect your personal data, as required under the Data Protection Legislation.

Your Rights

We will inform you (before collecting your information) if we intend to use your personal data for marketing or research purposes or if we intend to disclose your personal data to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right to object at any time by contacting us at the details set out below (please see the “Privacy Support” section).

Should you have any queries or complaints in relation to how we use your information, please contact us via the details set out in the “Privacy Support” section below. Should you wish to take any complaints or queries further, you also have the right to contact the Information Commissioner’s Office regarding such issues.

Our Website may, from time to time, contain links to and from third party websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these websites or their related policies. Please check these policies before you submit any personal data via these websites.

Your Rights in Relation to Your Personal Data

You have the following rights in relation to the personal data that we hold about you:

(a) the right to be informed about how we are using your personal data;

(b) the right to access the personal data that we hold about you;

(c) the right to request the correction of inaccurate personal data that we hold about you;

(d) the right to ask us to erase or stop processing any personal data we hold about you where there is otherwise no longer a legal ground for us to hold it;

(e) the right to ask us to restrict the processing of your personal data in certain circumstances;

(f) the right to request that we transfer certain personal data;

(g) the right to withdraw consent to any consent-based processing at any time; and

(h) rights in relation to automated decision-making and profiling.

If you wish to exercise any of these rights, please contact us using the contact details set out in the “Privacy Support” section below.

Changes to Our Privacy Policy

Independent Water Networks Limited may amend this privacy policy at any time without notice. By continuing to use the Website and/or making use of our services, you acknowledge that we will process your personal data in accordance with the updated privacy policy. If you do not agree to any changes that we make, you should not use or access (or continue to use or access) the Website and/or our services. Any changes to our privacy policy will be posted on the Website and, where appropriate, notified to you by e-mail.

Privacy Support

All comments, queries and requests relating to our use of your information are welcomed (including in relation to transfer of data outside the UK) and should be addressed to Independent Water Networks Limited, Driscoll 2, Ellen Street, Cardiff CF10 4BP; or call on tel 02920 028711, or email via

Use of Cookies

We collect some information about you through the use of cookies. For more information, please see our Cookie Policy, which is available here.