What do we use your personal data for?

It's important that you understand what we'll do with the data that we hold about you.

We'll process your data for the following purposes necessary for the performance of our contract with you, or in readiness for such a contract:

- To assess your needs, provide you with a quotation and agree a contract with you

- To set up your account with us, secure energy availability, apply the correct pricing, process consumption data, calculate charges and send invoices

- To manage discrepancies in supplier identity or meter readings with previous or subsequent suppliers

- To process payments, refunds and set up payment plans

- To communicate with you and anyone you authorise to speak to us

- To organise and conduct visits to you to read or inspect your meter, ensure it is working correctly, change your meter, survey your property and commission installations

- To investigate and manage disputes with you and recover unpaid bills

- To obtain funding for energy efficient solutions

- To fulfil incentives we have offered.

We'll request your consent to process your personal data for the following purposes:

If you have any vulnerabilities we'll ask for your explicit consent before we add your details to our Priority Services Register, which enables us to take extra steps to ensure your safety.

We'll process your data to comply with legal obligations including:

- Many of the ways that we manage your account with us are requirements set out in our Licence Conditions and OFGEM directions and Codes. For example, these rules tell us what we have to show on our invoice, and how we have to deal with disputes

- Orders made by a Court, for example where we are ordered to disclose information to law enforcement agencies.

We'll process your data where we or someone else has a legitimate interest. We'll ensure that our interest has been balanced against your rights and freedoms as an individual. This includes:

- For good governance, accounting, managing and auditing our business operations so that our business is effective and performs well

- Keeping records of our dealings with you so that we have an accurate history of our relationship with you in case of disputes

- Monitoring and recording our conversations with you, for example to prove you've agreed a contract with us, to help train our staff, or to help us give better service. We won't record credit and debit card details

- To manage our bad debt risk, including taking legal action against you if you do not pay our bills, because we are entitled to try and enforce our rights

- Analysing your consumption so that we can offer you tariffs that suit your circumstances and give you tailored energy efficiency advice to help you save money

- Aggregating your consumption with similar properties in your area so we can provide an accurate comparison tool for you and other customers

- To develop, test and improve the products and services we provide

- For research and insight purposes, to enable us to provide good customer service.

We'll process your data in order to protect your or someone else's vital interests where:

We believe that someone is at imminent risk of harm. In these circumstances we may alert the Police or Social Services to check everyone’s safety.

We'll request your consent to process your personal data for the following purposes:

If you have any vulnerabilities we'll ask for your explicit consent before we add your details to our Priority Services Register, which enables us to take extra steps to ensure your safety.