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Privacy Policy

We have commissioned Explain Market Research Limited to host and manage this Forum on our behalf. We are registered in England and Wales under company number 02366703 and have our registered office at Northumbria House, Abbey Road, Pity Me, Durham, DH1 5FJ. Explain Market Research Limited is registered in England and Wales under company number 02880683 and has its registered office at The Core, Bath Lane, Newcastle Helix, Newcastle upon Tyne, NE4 5TF.

This policy explains how Northumbrian Water/Essex & Suffolk Water uses your personal data when you sign up to and participate in the Have Your Say Forum.

Northumbrian Water/Essex & Suffolk Water has commissioned Explain Market Research (an independent market research agency) to build and manage this Forum on their behalf.

How we process your data

We collect your information only with your consent; we only collect the minimum amount of personal information that is necessary to fulfill the purpose of your interaction with us. We do not sell it to third parties, and we only use it as this Privacy Policy describes.

If you register and create an account, we require some basic information at the time of account creation. You will create your own username and password, and we will ask you for a valid email address. We need this information to create your account, and to be able to identify you on the Forum. We will also ask for further profiling information such as gender, date of birth and profession. The collection of such data is used for research purposes and to simply inform Northumbrian Water/Essex & Suffolk Water about the demographics of their members.

Only your username and self-selected photo will be shared with other users; we recommend that you choose a username which is not linked to your own name, and that you do not include any personal information in your postings.

We will use your email address to communicate with you, updating you when there is new content on the Forum, providing you with opportunities to take part in market research or other topics related to the Forum, such as prizes.

By creating an account on the Have Your Say Forum, you are giving your express consent to receive transactional emails from the Forum. The receipt of these emails is important to help you keep up to date on the Forum and its content. For the avoidance of doubt, “transactional emails” are those emails that relate to the content being posted into the Forum, such as updates and reminders on new Postings, and include emails relating to your Forum account, notifications and topics such as prize draws. Such consent does not extend to any other form of communication from us (NWL), for example marketing or promotional communications.

Community moderators may also email you in relation to any user account queries or issues, such as infringements on the Have Your Say Forum guidelines.

For more information please refer to our Terms and Conditions.

If you do not wish to receive transactional emails or alerts from the Forum, then please either stop using the Forum or do not join the Have Your Say Forum.

In running and maintaining this Forum we may collect and process the following data which is collected by Explain Market Research and shared with Northumbrian Water/Essex & Suffolk Water:

  • Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data
  • Your email address and how you use our emails - for example whether you open them and which links you click on
  • Information provided voluntarily by you. For example, when you complete your user profile or participate in Forum content.
  • Information that you provide when you communicate with us by any means

Use of your information

Data can be viewed by authorised persons within Explain Market Research and Northumbrian Water/Essex & Suffolk Water to:

  • Improve the site by monitoring how you use it
  • Gather feedback to improve our services
  • Respond to any feedback you send us, if you’ve asked us to
  • Send transactional emails to users relating to the Have Your Say Forum, including but not exclusive to; new content, prize draw information, changes to Forum terms and conditions and privacy notice, and user account queries

Information within your user profile may be shared with Northumbrian Water/Essex & Suffolk Water as required for market research purposes. Information that can be passed back to Northumbrian Water/Essex & Suffolk Water is inclusive of all data collected.

We will retain your information for the length of time that you are an active member on this Forum. ‘Active’ is defined as having participated on the Forum within the last 12 months. 


You can unsubscribe from the Have Your Say Forum and delete your user account at any time by clicking here and selecting ‘leave the community’.

Where your data is stored

All data is stored securely within the EU.

We have security arrangements in place to guard against:

  • unauthorised access,
  • improper use,
  • alteration,
  • destruction, or
  • accidental loss of your personal data.

We take appropriate organisational and technical security measures and have rules and procedures in place to ensure that there is no unauthorised access to your personal data.

When we work with third party organisations, we require them to assure us of their compliance with our data protection and security requirements. This is further detailed in the contracts we have with them.

When you enter data onto secure areas of our websites, a Secure Socket Layer (SSL) is initiated. An 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 data, we cannot guarantee its security and you must be aware of this when using our websites.

Our websites may contain links to other websites that are outside of our control. Other websites are not subject to our Terms & Conditions or Privacy Policies and so we cannot accept responsibility for their content. We recommend that you take the time to read the Privacy Policies on any other websites which you visit.

Further information on the Northumbrian Water/Essex & Suffolk Water privacy policy can be found here:

Your Rights

You can request a copy of the data held on you via the following details:

Northumbrian Water

Customer Centre

PO Box 200



Telephone: 0345 733 5566