Privacy Policy

Keeping, protecting and using your information.

Our privacy policy applies to all the personal information that we hold on individuals, sole traders and partnerships. For the purposes of the Data Protection Act 1998 the data controller is Flow Energy Limited. We respect your right to privacy and will only use the information which you give us or which we legally receive from another organisation or person as allowed by the Data Protection Act 1998, The Privacy and Electronic Communications (EC Directive) Regulations 2003 and any other privacy laws that apply. We may collect the following information about you and other members of your household: name, age and gender; home address; phone number, mobile number and email address, bank account details; meter details; gas and electricity usage; records of our conversations and correspondence with you; physical or mental health.

This policy was last updated on 30 June 2017.

Flow Energy Ltd is owned by Flowgroup plc and we are committed to ensuring that any information we hold about you is used responsibly and carefully and is held securely. When you visit our website and sign up for gas, electricity or our boiler services we will need to collect information from you so that we:

  • understand when you are using your boiler, gas and electricity and how you pay for these;
  • can provide the services that you have asked for, administer your account and notify you of changes ;
  • can carry out risk assessment and prevent fraud;
  • can offer other products and services that we think might be of interest to you; and
  • can help to train our staff.

This document describes how we collect the information, how we store it securely and what we will do with it. We may ask for your permission to send information to you on other products or services that we offer, usually by asking you to tick a box. You can always change your mind by emailing us and withdrawing your permission.

1 How we use your personal information

1.1 We and our agents may use your information to:

  • help identify you to provide you with the information, products and services you have requested;
  • tell you about accounts, services and products from us or our partners;
  • contact you about improving the way we operate any accounts, services and products we provide;
  • carry out market research, create statistics, test systems, analyse customer information, create profiles and create marketing opportunities;
  • help carry out risk assessment, credit referencing, fraud prevention and debt recovery;
  • assist us to manage and train our staff and monitor our services; and
  • contact you in any way about products and services we and our partners are offering.

1.2 We may also monitor and record any communications we have with you, including phone conversations and emails. This is to ensure the quality of service we are providing and that we are meeting our regulatory and legal responsibilities including carrying out our obligations under any contract with you and allowing us to enforce our rights or the rights of any third party in the detection and prevention of fraud.

2 Where we get your information

2.1 We collect the information requested by any of our web forms that you complete together with any comments you send to us. We also collect information about how people use our website. When we contact you, we may use any information we hold about you to do so. We may contact you by email, phone, text message or other forms of electronic communications (such as using smart meters) or by visiting you. If we are contacting you to tell you about any offers, as far as possible, we will do so in line with how you have told us you would prefer to receive marketing information (your recorded marketing preferences). You can ask us not to send you any information on our offers at any time by contacting us and giving us your account details.

3 Disclosing personal information

3.1 We may allow other people and organisations to use information we hold about you. Reasons for this include:

  • to provide services you have asked for, which may include providing information to members of your family or household, anyone acting on your behalf or other people who may be interested (such as landlords or letting agents);
  • as part of the process of selling all or nearly all of our business and assets;
  • to help to prevent and detect debt, fraud, or loss;
  • if you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt;
  • if we are required) to provide information for legal or regulatory purposes;
  • as part of current or future legal action;
  • as part of government data-sharing initiatives, for example, those designed to help stop fuel poverty; or
  • to help manage any bonus or incentive schemes


Disclosing information outside the EU

Sometimes these organisations or people may be outside the European Economic Area (EEA), so we may pass your personal information to countries that do not have the same standards or protection for personal information as the UK. If we, our agents or our service providers do this, we’ll always make sure that these organisations will secure your personal information.

3.2 If we suspect someone has committed fraud or stolen energy by tampering with the meter or diverting the energy supply, we will record these details on your account record and may share this information with Ofgem and other people who are interested (for example other energy suppliers, landlords or housing associations). We may use this information to make decisions about you, your character, how likely we think you are to pay for your gas, electricity (or both) and future energy services. This may include recording sensitive personal information such as criminal offences you have been accused of. Also if the gas or electricity supply to your property has previously been tampered with or if gas or electricity has been stolen, or we suspect it has been stolen, we may take this into account when we decide what products or services and terms and conditions we can offer you. You agree that we can ask your previous supplier for information that will allow us to take over your supply, such as information about meter readings and equipment or charges you owe your previous supplier. You agree that we can provide information we hold about you (such as information about meter readings, equipment or money you owe us) if you change supplier so they can begin supplying your gas and electricity.

3.3 Where we believe that you (or a member of your household) need extra care due to factors such as age, health, disability or financial insecurity, we may record this information. We will use this information so that we do not stop your supply.

We may share your information with:

  • social services, charities, healthcare and other support organisations, when we believe they may be able to help you, or the other members of your household, by making sure there is a gas or electricity supply to your home;
  • other energy suppliers if we believe you are considering changing supplier (we assess which customers need extra care and record and share this information in line with the Energy Retail Association ‘safety net procedures’); and
  • the relevant gas transporter, metering agents or network operator.

3.4 We may pass your address, property and postcode, and details of your gas appliances, flue, hot-water cylinder, system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities including Gas Safe Register and Electrical Safety Register. These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and so on meet building regulations.

3.5 We may check your details with one or more credit-reference and fraud-prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you. In clause 10 of thestandard terms and conditions we have given more detail about how we, the credit-reference and fraud-prevention agencies will use your information.

3.6 If you give us information on behalf of someone else, you confirm you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document.

3.7 You are entitled to have a copy of the information we hold on you and to have any inaccurate information corrected. This is called a Subject Access Request and we currently have forty days from the date we receive payment to get this to you. A £10.00 fee will be charged for providing a copy of any information we hold about you. For more information about this please contact us at Flow Energy, Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN; call us on 0800 092 02 02 or email us at

4 Protecting your information

4.1 We have strict security measures to protect personal information. This includes following certain procedures (for example, checking your identity when you phone us and encrypting (encoding) data on our websites).

5 The Internet and Cookies

5.1 If you communicate with us using the internet, we may occasionally email you about our services and products. When you first give us personal information through our website, we will normally give you the opportunity to say whether you would prefer us not to contact you by email. However, you can always send us an email (at the address set out below) at any time if you change your mind.

5.2 Please remember that communications over the Internet, such as emails and webmails (messages sent through a website), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered – this is the nature of the Internet. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

5.3 We use ‘cookies’ to monitor how people use our site and to distinguish you from other users of our website. This helps us to understand how our customers and potential customers use our website so we can develop and improve the design, layout and function of the sites. A cookie is a piece of information that is stored on your computer’s hard drive which records how you have used a website. This means that when you go back to that website, it can give you tailored options based on the information it has stored about your last visit. You can normally alter the settings of your browser to prevent it from accepting cookies.

5.4 If you do not want us to use cookies in your browser, you can set your browser to reject cookies or to tell you when a website tries to put a cookie on your computer. However, you may not be able to use some of the products or services on our website, or access all or parts of our website, without cookies.

5.5 See our Cookie Policy to find out more and manage cookies

6 Links

6.1 This website may contain links to other sites. Please remember that we are not responsible for the privacy practices of these other sites. This privacy policy applies only to information collected on this website.

7 Further Information

7.1 If you would like any more information about our privacy policy, or you would like a copy of it, please write to us at Flow Energy, Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN; call us on 0800 092 02 02 or email us at

7.2 We may amend this policy from time to time, in which case we will publish the amended version on our website.