Our customer data privacy policy

In the course of our work we may ask to collect personal information from you to help us deliver our services efficiently and effectively.

We understand how important it is to protect that information so our policy sets out our approach to doing this. If you would like us to clarify anything, or if you have any questions, please contact us – see section 9 below.

The tRIIO policy covers:

  1. our registrations
  2. the type of information we collect
  3. how we collect it
  4. why we collect it
  5. information from other sources
  6. access to your personal information
  7. how long we keep it
  8. protecting your personal information
  9. contacting us
  10. policy updates.

1. Our registrations

tRIIO is an unincorporated joint venture between Morrison Utility Services Limited (Morrison) and Skanska Construction UK Limited (Skanska).

Morrison’s registered office address is: Abel Smith House, Gunnels Wood Road, Stevenage, Hertfordshire SG1 2ST. The company is registered in England with the registration number 4530602.

Skanska’s registered office address is: Maple Cross House, Denham Way, Maple Cross, Rickmansworth, Hertfordshire WD3 9SW. The company is registered in England with the registration number 191408.

Morrison and Skanska are registered with the Information Commissioner’s Office (ICO).

Morrison has the registration reference number: Z1043639.

Skanska has the registration reference number: Z8993968.

The ICO’s address is: Wycliffe House, Water Lane, Wilmslow, Cheshire
SK9 5AF. The contact numbers are: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number. The fax number is: 01625 524 510.

You can find out more about the ICO by visiting their website: www.ico.org.uk.

2. The type of information we collect

The information we collect from you may include …

  • your name and address, a contact telephone number, your email and your property details
  • details of anyone who is dependent and/or living with you, or details of anyone on whose behalf you are calling
  • details of an emergency or an enquiry
  • information in response to a survey
  • information that might arise in a conversation using social media
  • information about special requirements you or others in your household may have.

3. How we collect your information

We may collect information from you when you …

  • are contacted by our customer excellence officers and field teams on the doorstep to tell you about our work
  • contact us by telephone, email or write to us
  • complete a survey, or register for services or other information
  • contact us via social media
  • speak to one of our employees, or one of our approved contractors or sub-contractors in person.

4. Why we collect your information

We may use the information we collect to …

  • deliver the services we provide to our client, Cadent, the owner and operator of the gas distribution network in your area (you can find information on Cadent at: www.cadentgas.com)
  • respond to and deal with an emergency
  • respond to and deal with an enquiry or complaint
  • provide the services you have requested
  • keep records so that we can ensure we have provided the appropriate level of service to you keep records in accordance with the law, regulations or our licence from the government’s industry regulator, Ofgem (you can find information on Ofgem at: www.ofgem.gov.uk)
  • monitor trends on a general basis, for example to measure the types of enquiries and complaints we receive, or to track the number of people who write to compliment us – in these situations we anonymise the information so no individual can be identified
  • fulfil our legal obligations under any commercial contract.

5. Information from other sources

  • Sometimes individuals (for example, a neighbour) provide us with your personal information.
  • Members of the public may provide our employees, contractors and sub-contractors with your personal information.
  • Other businesses may supply us with your personal information.
  • We may be provided with your personal information by regulators and the courts, within the terms of their data privacy obligation.

6. Access to your personal information

The people and organisations that may have access to your personal information include …

  • employees and approved contractors and sub-subcontractors for the reasons set out in Section 4
  • employees or approved contractors and sub-contractors who need to know your personal information for the purposes of record keeping in accordance with the law and regulations, or in accordance with our licence from Ofgem
  • third parties such as local authorities, courts and tribunals, regulatory bodies and/or law enforcement agencies for the purpose of complying with applicable laws and regulations, or in response to legal processes
  • other third parties, if we have your consent, or to detect, prevent or otherwise address fraud, security or technical issues, or to protect against harm to the rights, property or safety of you, our employees, contractors or sub-contractors, or the public, or as otherwise required by law.

You have a right to access, obtain, rectify and or erase your data. You can also restrict or object to us processing it any further. If so, please contact us in writing using the contact details set out in Section 9 below.

It is important that the information we have in our records is both accurate and current. If your personal information changes, please keep us informed.

7. The length of time we keep your personal information

We keep your personal information only for as long as we believe it necessary to fulfil the purpose for which it was collected, unless we are required to, or are permitted in law to keep it for longer.

8. How your personal information is protected

  • We hold personal data in a combination of secure computer systems and paper-based files.
  • We have security procedures in place to protect your personal data from misuse, loss, unauthorised access, modification or disclosure.
  • To achieve this we use a number of processes to protect your personal data as appropriate, including:

· locks and security systems
· computer passwords
· limited access to shared network drives to authorised staff
· virus checking
· firewalls and other ‘hard’ and ‘soft’ computer defences
· auditing procedures and data integrity checks
· security classification to identify data needing special protection
· anonymisation.

Any personal information you provide us with is stored within the European Economic Area. It is subject to the protection of the General Data Protection Regulation, which came into effect in May 2018.

Where you use chat rooms, notice boards or social networking sites, please be careful about giving out information about yourself or others.

9. Contacting us

  • By letter to: The Voice of Customer manager, tRIIO, Robinson House, Aylestone Road, Leicester LE2 7QJ
  • By email to: Customer.Care@triio.co.uk
  • By phone to: 0800 151 2404

10. Policy updates

This policy may be changed from time to time.

The version of this statement is identified by the date shown below.

August 2018