Legal
This website is operated by Yorkshire Water Services Limited (registered company number 02366682 whose registered office is Western House, Halifax Road, Bradford, BD6 2SZ, VAT Number 500555780), (referred to as "We", "Us", "Our" or "Yorkshire Water").
This Legal page sets out the terms and conditions relating to your use of Yorkshire Water’s website and digital services.
It also includes some additional terms which will apply to you should you use our online account platform and paperless bill service. By using our website and/or the online account platform you agree to accept and be bound by these terms and conditions.
This site is provided on an ′as is′ and ′as available′ basis and is published subject to the following conditions:
- Our digital services are intended for users in the United Kingdom only and we do not guarantee that content is appropriate for use in any other locations.
- The website may be used for information and for non-commercial purposes only.
- We reserve the right to withdraw digital services to you at any time, with or without notice, and any use will be discontinued immediately.
- We do not guarantee that the content of the site is free from viruses or other malicious code. We do what we can to try and ensure that the site is safe.
You agree to use our digital services responsibly and agree not to:
- Submit material of a racist, obscene, derogatory or inappropriate nature
- maliciously interrupt or damage our services or introduce any malicious code or do anything that might affect the operation or security of our services
- use our digital services for any fraudulent or illegal purpose.
Looking for our privacy policy?
You can view our privacy policy, which covers your rights and our responsibilities regarding your personal information, on our privacy page.
Linking Policy
Certain hypertext links in this website will take you to websites that are not under the control of Yorkshire Water. When you activate any of these or click on any links, you will leave our website. Yorkshire Water has no control over and will accept no responsibility for any statements, information, material, products or services that are published on or are accessible through any other websites owned or operated by third parties.
We will not accept any responsibility or liability for websites we frame and we recommend that you review the website terms and conditions that are applicable to the third-party website.
The fact that we include links to other websites does not mean that we approve of or endorse any other third-party website or the content of that.
Product, Services and Competitions Terms and Conditions
If you apply for any product, service or competition mentioned on this website, there may be additional terms that apply and we will make these clear to you at such time. The specific terms and conditions relating to the product, service or competition will apply in priority over these terms and conditions, if there is any contradiction.
We can change the prices and details of products and services (and any offers) shown online at any time, without giving notice. We can only provide products and services if they are available and we cannot guarantee that they will be.
We reserve the right to remove or to stop supplying any product, service or competition on this website at any time without giving notice.
Intellectual Property
We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
Intellectual property details
You may print off one copy, and may download extracts, of any page(s) from our website for your personal reference and you may draw the attention of others within your organisation to material posted on our website.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of material on our website must always be acknowledged.
You must not use any part of the materials on our website for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our website in breach of these terms and conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
The logo of Yorkshire Water Services Limited is a registered trademark and any unauthorised use of the logo may constitute a breach of that mark. The name or logo of Yorkshire Water Services Limited may not be used in advertising or publicity pertaining to distribution of any of the information contained in this website without specific, prior written permission of Yorkshire Water Services Limited.
Disclaimer & Limitations of Liability
We do not guarantee that any particular part of our website is accurate, complete or up to date. The contents, commentary and materials of the website are provided for information purposes only and is not intended to amount to advice on which you should .
We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our website, or by anyone who may be informed of any of its contents.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
Please note that unless expressly stated on a specific part or parts of our site, we only provide our site for domestic and private use. You agree not to use our site any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Changes to Terms and Conditions
Yorkshire Water has the right to change any of these terms and conditions at any time by posting new terms and conditions on the website. We will make the latest version of the terms and conditions available for you to read at all times.
It is your responsibility to read the website terms and conditions regularly to make sure you are aware of any changes. Your continued use of our website, digital services and/or online account platform will be deemed acceptance of the changes to the terms and conditions.
We recommend that, from time to time, you keep up to date with the terms and conditions, and you may print off a copy of any terms and conditions relating to any product, service or competition that you apply for on our website for your own records.
Making a Public Liability injury claim against Yorkshire Water
Please note that any Fast Track personal injury claims (incident date 31 July 2013 onwards) brought against Yorkshire Water Services Ltd by solicitors acting on behalf of claimants must be submitted through the online EL/PL Portal system. The correct Portal compensator name for such claims is Kelda Group Ltd and our Portal system reference is G231.
The web address for the Portal is https://www.rapidclaimsettlement.org.uk
Privacy notice
We take the security and use of your personal data very seriously and are committed to complying with data protection legislation. This notice outlines your rights and our responsibilities regarding your personal information. It covers how and why we collect, use and share your information, the legal bases for doing so and how you can exercise your rights as a data subject.
General
None of the provisions in these terms and conditions affect your statutory rights as a consumer.
This website is not intended to and does not create any legal or other relationship between Yorkshire Water and you or any third party.
If any provision of these terms and conditions shall be unlawful, void or enforceable for any reason then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
Law and Jurisdiction
These terms and conditions shall be governed by and construed in accordance with the laws of England and shall be subject to the exclusive jurisdiction of the English Courts.
Yorkshire Water Online Account Platform
To access our online account platform you must complete the verification process by providing us with your name, email address, and password. You may be registered for an online account when using our digital services
It is your responsibility to ensure that this email account is both accurate and valid and remains so. If you change your email address, you should let us know immediately through our online account platform.
By logging into your online account you are authorising us to carry out all the instructions you have given us.
Online Account Platform
Security
To access your online account you must log on with your email address and password. Do not share your password with anyone. We will never ask you for your password.
Keep your details safe and confidential. If you think that somebody may know your password, you can change it by logging into your online account.
For your protection, if you enter your email address and password incorrectly on a number of occasions, we will block access to your account.
To reactivate any blocked accounts, you will need to contact us
Unused and lapsed accounts
We retain the right to refuse access to, disable or discontinue any element of the online account platform at any time, without prior notification and without provision of reasons why. We retain the right to delete or remove online accounts where we deem them to have been misused or dormant for two years.
If we close or delete your account, you can ask for a new online account at any time.
Where possible we’ll contact you if we discontinue your online account and we’ll send your bills in the post.
Developer Services VYN Usage
Online Submission of Media Terms and Conditions
1. Definitions
Media Submission: Using the online Yorkshire Water site, to upload any Video Footage and/or Photos of a location for the purpose of a Service.
Service: the services as notified to you in writing being Environmental Incentives, Site Ready, Site Survey & Defects.
Video Footage: video footage You send Us to show the area/site in which You are requesting the Service
Photo: images You send Us to show the area/site in which You are requesting the Service
On-Screen Guidance: the guidance, if any, provided by Us to You or available via a Vyn storyboard before you submit Video Footage or photos
Privacy Notice: Yorkshire Water’s privacy notice which can be found here: https://www.yorkshirewater.com/about-us/our-policies/privacy-policy/
Environmental Incentives: providing evidence for the environmental incentives payment
Site Ready: the installation of a new clean or waste water connection.
Site Survey: a survey of the site's condition.
Site Defect: Reporting a problem on site
T&Cs: these terms and conditions
2. Agreement
2.1 These T&Cs cover the agreement between You and Us regarding the use of the Media Submission. They set out what You should send Us, and how We will process, use and store the Media Submission You send Us.
3. Video Footage
3.1 Where a Photo or Video has been submitted, You have agreed to provide Us with a Media Submission in line with the On-Screen Guidance and these T&Cs.
3.2 Please make every effort not to include Video Footage or Photos which includes personal data, for example:
- images of people (including yourself and others);
- vehicle registration plates;
- images including house numbers or names; or
- background audio/ conversations which do not relate to the Media Submission.
We understand that sometimes this is unavoidable, so please continue to provide us with helpful images or video if you’re able to.
3.3 Please do not take any Video Footage or Photos unless you feel it is safe to do so. Please ensure that you follow all health and safety guidance, laws and best practice at all times whilst taking Video Footage or Photos and remain aware of your surroundings. If you feel unsafe at any point, stop and continue without uploading the Photo or Video.
3.4 We will not intentionally collect or process any Special Categories of Personal Data, as it is not needed for the Services. However, Special Categories of Personal Data may be processed if you include this data within your Photo or Video Footage.
4. Data Protection
4.1 We will use the Media Submission to provide you with the relevant Service, in line with Your request.
4.2 The Media Submission You send Us will be stored on our computer system which will be held securely in line with the UK General Data Protection Regulation (“UK GDPR”) and Data Protection Act 2018.
4.3 Our legal basis for processing the data under the UK GDPR is legitimate interest. In relation to special category data the substantial public interest condition met in these circumstances falls under the Data Protection Act 2018 Article 9(2)(g) Safeguarding of children and individuals at risk..
4.4 If You send any other information or content that We haven’t asked for, it may still be stored.
4.5 All data will be stored for three years from Our receipt of the data.
4.6 Our contracted partners (“Contracted Partners”) carry out works on Our water network on Our behalf, so will be given access by Us to Media Submission.
4.7 Access to the Media Submission is limited to those who need it for the purposes of providing the Service which includes Our employees and Contracted Partners.
4.8 More general terms around individual rights and complaints about data handling can be found in Our Privacy Notice.
Report a Problem Online
Online Submission of Media Terms and Conditions
1. Definitions
Media Submission: Using the online Yorkshire Water Report a Problem site, any Video Footage and/or Photos of a location that you have uploaded.
Video Footage: video footage You send Us to show the area in which You reported that a Problem is occurring on Our network
Photo: images You send Us to show the area in which You reported that a Problem is occurring on Our network
On-Screen Guidance: the guidance provided by Us to You before you submit Video Footage or photos
Privacy Notice: Yorkshire Water’s privacy notice which can be found here: https://www.yorkshirewater.com/about-us/our-policies/privacy-policy/
Problem: A clean water or wastewater issue, thought to originate from Our water network.
Report a Problem Online: This is a means for customers to send information about Problem through the Yorkshire Water website
T&Cs: these terms and conditions
2. Agreement
2.1 These T&Cs cover the agreement between You and Us regarding the use of the Media Submission. They set out what You should send Us, and how We will process, use and store the Media Submission You send Us.
3. Video Footage
3.1 Where a Photo or Video has been submitted, You have agreed to provide Us with a Media Submission in line with the On-Screen Guidance and these T&Cs.
3.2 Please make every effort not to include Video Footage which includes personal data, for example:
- images of people (including yourself);
- vehicle registration plates; or
- background audio/ conversations which do not relate to the Media Submission.
We understand that sometimes this is unavoidable, so please continue to provide us with helpful images or video if you’re able to.
3.3 Please do not take any Video Footage unless you feel it is safe to do so. If you feel unsafe at any point, stop and continue without uploading the Photo or Video.
4. Data Protection
4.1 We will use the Media Submission to review the Problem that You have reported for the purpose of triage, allocation of resources and remedial action for that Problem, in line with Your request.
4.2 The Media Submission You send Us will be stored on our computer system which will be held securely in line with the UK General Data Protection Regulation (“UK GDPR”) and Data Protection Act 2018.
4.3 Our legal basis for processing the data under the UK GDPR is public task (for the triage and allocation of resources to that Problem) and legitimate interest (for Our decision as to how We gather the data).
4.4 If You send any other information or content that We haven’t asked for, it may still be stored.
4.5 All data will be stored for six years from Our receipt of the data.
4.6 Our contracted partners (“Contracted Partners”) carry out works on Our water network on Our behalf, so will be given access by Us to Media Submission.
4.7 Access to the Media Submission is limited to those who need it for the purposes of triage, allocation of resources and remedial action for that Problem which includes Our employees and Contracted Partners.
4.8 More general terms around individual rights and complaints about data handling can be found in Our Privacy Notice.
Contacting Us
If you need to contact us about your online account or the website, then get in touch.
Terms and Conditions of Use of Yorkshire Water Paperless Bill Service
By agreeing to register to the Yorkshire Water paperless bill service you agree to accept and abide by the additional terms and conditions set out below and to the Yorkshire Water website and online account platform terms and conditions and Privacy Notice. The website and digital services terms and conditions shall continue to apply.
Paperless Bill Service
If you register for an online account, or use our online services, you may be registered for paperless bills. This means you’ll no longer receive paper bills.
When you have an online account with us, and are paperless, we’ll email you to let you know when your bill is ready to view. The email will be sent to the email address used at the time of registration.
You must provide us with a valid email account address registered to you.
If your email address changes you will need to register for a new online account.
We reserve the right to modify or discontinue (permanently or temporarily) the paperless bill service to you or all recipients at our discretion and at any time.
All bills sent to you by email are payable to Yorkshire Water. You remain responsible and liable to pay any bills sent to the email address you provided regardless of your access to that email account.
If you do not pay your bill we may issue reminders and legal proceedings may be pursued. Reminders and solicitors/legal letters may be sent in the post.
If you wish to opt out of paperless bills, you can do this through your online account at any time. You should allow at least 5 working days for the paperless bill service to be switched off. You may receive an email about a bill whilst the paperless service is being deactivated.
Yorkshire River Watch
Online Submission of Media Terms and Conditions
1. Definitions
Media Submission: Using the online Yorkshire Water River Watch app through Survey123, any Video Footage and/or Photos of a location that you have uploaded.
Video Footage: video footage You send Us to show the area in which You reported an Observation of a watercourse.
Photo: images You send Us to show the area in which You reported an Observation of a watercourse
On-Screen Guidance: the guidance provided by Us to You before you submit Video Footage or photos
Privacy Notice: Yorkshire Water’s privacy notice which can be found here: https://www.yorkshirewater.com/about-us/our-policies/privacy-policy/
Observation: A report of the condition of a watercourse at a particular location.
Yorkshire River Watch: This is a means for customers to send Observations of a watercourse through the Survey123 app.
T&Cs: these terms and conditions
2. Agreement
2.1 These T&Cs cover the agreement between You and Us regarding the use of the Media Submission. They set out what You should send Us, and how We will process, use and store the Media Submission You send Us.
3. Video Footage
3.1 Where a Photo or Video has been submitted, You have agreed to provide Us with a Media Submission in line with the On-Screen Guidance and these T&Cs.
3.2 Please make every effort not to include Video Footage which includes personal data, for example:
- images of people (including yourself);
- vehicle registration plates; or
- background audio/ conversations which do not relate to the Media Submission.
We understand that sometimes this is unavoidable, so please continue to provide us with helpful images or video if you’re able to.
3.3 Please do not take any Video Footage unless you feel it is safe to do so. If you feel unsafe at any point, stop and continue without uploading the Photo or Video.
4. Data Protection
4.1 We will use the Media Submission to review the Observation that You have reported for the purpose of triage, allocation of resources and remedial action for that Observation, in line with Your request.
4.2 The Media Submission You send Us will be stored on our computer system which will be held securely in line with the UK General Data Protection Regulation (“UK GDPR”) and Data Protection Act 2018.
4.3 Our legal basis for processing the data under the UK GDPR is public task (for the triage and allocation of resources to that Observation) and legitimate interest (for Our decision as to how We gather the data).
4.4 If You send any other information or content that We haven’t asked for, it may still be stored.
4.5 All data will be stored for six years from Our receipt of the data.
4.6 Our contracted partners (“Contracted Partners”) carry out works on Our network on Our behalf, so will be given access by Us to Media Submission.
4.7 Access to the Media Submission is limited to those who need it for the purposes of triage, allocation of resources and remedial action for that Observation which includes Our employees and Contracted Partners.
4.8 More general terms around individual rights and complaints about data handling can be found in Our Privacy Notice.
Media Upload Request Terms and Conditions
Online Submission of Media Terms and Conditions
1. Definitions
Media Submission: Using the online Yorkshire Water Media Upload Portal, any Video Footage and/or Photos of a location that you have uploaded.
Video Footage: video footage You send Us to show the area in which You reported that a Problem is occurring on Our network
Photo: images You send Us to show the area in which You reported that a Problem is occurring on Our network
On-Screen Guidance: the guidance provided by Us to You before you submit Video Footage or photos
Privacy Notice: Yorkshire Water’s privacy notice which can be found here: https://www.yorkshirewater.com/about-us/our-policies/privacy-policy/
Problem: A clean water or waste water issue, thought to originate from Our water network.
Media Upload Portal: This is a means for customers to send images and video footage of a Problem through the Yorkshire Water website
T&Cs: these terms and conditions
2. Agreement
2.1 These T&Cs cover the agreement between You and Us regarding the use of the Media Submission. They set out what You should send Us, and how We will process, use and store the Media Submission You send Us.
3. Video Footage
3.1 Where a Photo or Video has been submitted, You have agreed to provide Us with a Media Submission in line with the On-Screen Guidance and these T&Cs.
3.2 Please make every effort not to include Video Footage which includes personal data, for example:
- images of people (including yourself);
- vehicle registration plates; or
- background audio/ conversations which do not relate to the Media Submission.
We understand that sometimes this is unavoidable, so please continue to provide us with helpful images or video if you’re able to.
3.3 Please do not take any Video Footage unless you feel it is safe to do so. If you feel unsafe at any point, stop and continue without uploading the Photo or Video.
4. Data Protection
4.1 We will use the Media Submission to review the Problem that You have reported for the purpose of triage, allocation of resources and remedial action for that Problem, in line with Your request.
4.2 The Media Submission You send Us will be stored on our computer system which will be held securely in line with the UK General Data Protection Regulation (“UK GDPR”) and Data Protection Act 2018.
4.3 Our legal basis for processing the data under the UK GDPR is public task (for the triage and allocation of resources to that Problem) and legitimate interest (for Our decision as to how We gather the data).
4.4 If You send any other information or content that We haven’t asked for, it may still be stored.
4.5 All data will be stored for six years from Our receipt of the data.
4.6 Our contracted partners (“Contracted Partners”) carry out works on Our water network on Our behalf, so will be given access by Us to Media Submission.
4.7 Access to the Media Submission is limited to those who need it for the purposes of triage, allocation of resources and remedial action for that Problem which includes Our employees and Contracted Partners.
4.8 More general terms around individual rights and complaints about data handling can be found in Our Privacy Notice.