Privacy Policy

SERVICES PRIVACY NOTICE

Your renewable technology contract is with one of the companies within Good Energy Services (unless your contract states otherwise). Their individual privacy notices explain how your personal data is used and should be read alongside the Good Energy Services Privacy Notice below.

• Empower Energy Ltd: https://empowerenergy.co.uk/privacy-notice/

• JPS Renewable Energy Limited: https://jpsrenewableenergy.co.uk/privacy-policy

From February 2026, all new Heat Pumps are installed by Installio – https://installio.co.uk/privacy

The following applies to processing by Good Energy Services

The type of personal information we collect

When you enter into a contract with us to supply and install your renewable technology, we collect and process the following information:

• Your full name
• Contact information (postal address, email, telephone or mobile number)
• Installation address and information about your requirements
• Billing address (if different)
• Payment information, such as your Debit or Credit Card information.

How and why do we collect this information?

• Directly from you
• Other companies we work with: provide us with information to help us deliver our products and services to you, and to help us advertise to you our products and services. These include:-

• Lead generation providers.
• Market research and feedback providers.
• Third party installers
• Third party insulation companies
• Third party EPC providers
• Debt collection agencies and credit referencing agencies

• Third party data and insight providers: companies which provide us with relevant information about you and your property, to help us operate our business and deliver our services to you.

• Social media: information you submit to our social media accounts.

• Other companies’ apps and products: provide us with information if you connect them to our products or services.

• Local authorities: provide us with information about your property as part of any applicable planning applications.

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party.

We may disclose your information to any of our insurers, professional advisers, agents, suppliers or subcontractors insofar as is reasonably necessary for the purposes set out in this privacy notice. We may share your information with third parties to perform services on your behalf and to help promote our business. Types of third parties who may have access to your information include:

• Business process outsourcing providers who provide specific services into the business including third party IT system suppliers who may host your information on their systems and may need some level of access to resolve technical concerns and potentially other business support areas.

We may disclose your information:

• To the extent that we are required to do by law.

• In connection with any ongoing or prospective legal proceedings.

• In order to establish, exercise or defend our legal rights (including providing information to others for the purpose of fraud prevention and reducing credit risk).

• To any person who we reasonably believe may apply to a court or other competent authority for disclosure of that information where, in our reasonable opinion, such an authority would be reasonably likely to order disclosure of that information.

Purchasing your renewable technology

When you purchase a survey or installation, we will collect the information we need to process your payment. Credit / Debit Card payments are covered by the Payment Card Industry Data Security Standards.

Once you have started on the journey to purchase a renewable technology your information will be entered into a Customer Database. As part of the initial consultation, you may be asked to select a consultation phone or video call through a calendar application.

During your engagement with us, we may conduct a physical or virtual survey of your home to prepare the proposal for consultation with you. The survey and the consultation will take place over video conference and will be recorded to support your installation and any applicable warranties or will be completed on site.  You are under no obligation to be on camera yourself, however we will need your camera enabled for the virtual survey to see your home.

This database will record the details you provide about your purchase and will produce our project plan and your invoices.

Should you need to speak with us about your account, you can contact us by phone or email.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Trustpilot / Trusted Traders

We may ask you to share your feedback on our customer service to help us to improve it. To do this, we will share your contact information with Trustpilot or Trusted Traders, third-party feedback websites, who will share your review of our service on their website.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

We also use services offered by Google, Facebook, Instagram and other social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:

(a) Your consent. You are able to remove your consent at any time. You can do this by contacting dataprotection@goodenergy.co.uk

(b) We have a contractual obligation to process your personal information to supply and install your new solar panels, collect payment and offer a good customer service experience, and;

(c) Legal obligation: the processing is necessary for you to comply with the law (not including contractual obligations), and;

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We are committed to taking all reasonable steps to protect your information, including the use of appropriate technical and organisational controls to ensure your information is stored, accessed and shared appropriately. Our people are trained in the appropriate management of confidential information and our website and apps have been security tested to ensure the safe sharing of your information with us. All our procedures will be reviewed routinely and updated to ensure they continue to protect your information effectively in line with advances in technology and data protection law.

We keep personal information collected under the contractual requirements for the length of your contract up to 6 years. We will then erase your information by deleting it from our IT systems and services.

Data may also be processed for audit purposes.

Previous installations of Heat Pumps by Good Energy Works Limited:

The type of personal information we collect 

When you entered into a contract with us to supply and install your heat pump we collected information about you, your property and the installation.

Where your installation has been completed, this information will continue to be held by Good Energy in line with out retention rule on your data.

If you’re installation had not completed by February 2026, your information will be shared with our installation partner called Installio. Information on how Installion handle your personal information can be found here: https://installio.co.uk/privacy

Grants 

In order to be eligible for the Boiler Upgrade Scheme Grant for a Heat Pump installation, the property needs to have an Energy Performance Certificate (EPC).

More information on the Boiler Upgrade Scheme and how your information is processed, can be viewed here: https://www.gov.uk/government/publications/boiler-upgrade-scheme-privacy-notice/boiler-upgrade-scheme-bus-privacy-notice

The type of personal information we collect

When you enter into a contract with us to supply your energy, we collect and process the following information:

• Your full name
• Contact information (postal address, email, telephone or mobile number)
• Supply address and information about your energy type and usage (this includes meter readings)
• Date of Birth
• Payment information, such as your bank details if you’re paying by Direct Debit.
• Date of birth of the account holder and year of birth for any occupants residing in the property.

If you join our Priority Service Register, we also ask for information about disabilities, chronic health conditions and other circumstances that mean you would like additional support with managing your energy account.

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you when you choose to switch to us.

We also receive personal information indirectly, from:

• Energy supply brokers when you switch to Good Energy
• The landlord or previous occupier as part of a change of tenancy when you move home.

We use the information that you give us to set up the contract to supply energy to your home and to meet our licence condition obligations and other legal requirements. Our current terms and conditions are available on our website:

https://www.goodenergy.co.uk/terms-and-conditions-library/domestic/

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party.

We share your information with core and carefully selected service providers and third-party platforms where necessary to enable our business to function.

Your energy quote

If you request a quote but decide not to complete a switch to Good Energy, we will ask if you would like your quote emailed to you. You can also ask us to send you a reminder email from our partner Fresh Relevance, which may include discounts and offers. This requires us to ask for your email address.

Customer database

Once you have completed your switch to Good Energy either online or by phone, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Amazon Web Services and supported by Kraken Technologies.

This database will record the details you provide about your energy usage and will produce your bills, statements and meter read requests. The software links to our online portal and mobile app so you can see the information we hold about you whenever you need to and easily check it’s up to date.

Should you need to speak with us about your account, you can contact us by phone, email or live chat. Some of our responses will be facilitated by our artificial intelligence software to help speed up our response times. However please be assured that all responses are thoroughly checked before we reply to you.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Priority Service Register

We are required to keep a record of all our customers that have additional needs. This is so that we can make sure you have the support you need to manage your energy account – from arranging meter reading visits if you are unable to provide readings yourself, to sending out an engineer in the event of an emergency. Details of which customer accounts are on the Priority Service Register is shared with our industry suppliers to ensure they are aware of any additional needs for that household.

For new or amended registrations from January 2024: We will also share information with the Water Utilities. This means that when you tell your energy supplier or your water services about any priority services needs, this will be shared to ensure that we are providing you with the required support. You can opt out of this data sharing by letting us know.

The information you provide to us to join our Priority Service Register could include whether you are of pensionable age, have children aged under 5, are disabled or have a chronic health condition. We keep these records safe and up to date.

Warm Home Discount

Good Energy customers who are eligible for the Warm Home Discount Scheme will be processed through a Data Matching process, coordinated by the Department of Work and Pensions (DWP). 

Good Energy is processing personal data under Article 6(1)(c) of the UK GDPR and in accordance with the provisions of the Warm Home Discount Regulations (2011) (as amended), the Warm Home Discount (England and Wales) Regulations 2022, the Warm Home Discount (Scotland) Regulations 2022, the Disclosure of State Pension Credit Information (Warm Home Discount) Regulations 2011, made in exercise of the powers conferred by the Energy Act 2010 and the Pensions Act 2008 and the Digital Economy Act 2017. 

Zapmap Premium Subscription Promotion

Zapmap Premium subscription promotion is Good Energy’s offering that allows you to enjoy a complimentary subscription to the Zapmap Premium app as part of some Good Energy domestic tariffs.

By signing up to an eligible Good Energy tariff we will share your account number with Zapmap to facilitate your complimentary subscription to their app.

You can opt out of the Zapmap Premium subscription promotion at any time by contacting our customer service or changing tariffs.

Information about Zapmap data processing can be found here: Privacy Notice – Zapmap (zap-map.com)

Paying for your energy

When you set up your account you can decide how to pay for your energy. We will collect the information we need to process your chosen payment method.

• Direct Debits are covered by the Direct Debit Guarantee scheme.
• Credit / Debit Card payments are covered by the Payment Card Industry Data Security Standards and is managed through a third-party payment provider called Stripe. You can read their privacy notice: https://stripe.com/en-gb/privacy

Debt Management

If you are not able to pay your bills or agree to a repayment plan with us, we may refer your account to a third party who support us debt management and recovery.  Our debt management partners will be provided with your account information and are there to support you. Any information you provide to them will be shared with Good Energy.

If, on receipt of a Good Energy payment reminder, you clear your balance or set up a repayment plan your details will not be shared with a debt management provider.

If you do not clear your balance or set up a repayment plan, we will share account level information with the following third parties:

• Third party debt management support – they will contact you and visit the property on a Customer Engagement Visit to provide support and assess your ability to pay.
• The Courts – we may apply to the courts for a warrant to enter your property and install a meter so that you must prepay for your consumption, and we can recovery debt in instalments.
• Third party engineers – who will complete the installation under warrant.

It is important that you provide information to us about you and the other occupants in your home so that we can provide the right support when you’re struggling to pay your bills. We will ask for information such as

• Your date of birth and the year of birth for any occupants residing in the property
• Any medical conditions you have or additional support you may require under the Priority Services Register
• Your income and expenditure
• Any referrals from a third-party debt adviser you have been working with

This information will be used to assess your situation and to ensure we are providing you with the right support and not putting our vulnerable customers at risk.

If you have moved home since we were your Energy Supplier, we may have obtained your new address via a third party source.

Trustpilot

We may ask you to share your feedback on our customer service to help us to improve it. To do this, we will share your contact information with Trustpilot, a third-party feedback website, who will share your review of our service on their website.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Our online portal and mobile app

Your information may be processed by third parties to maintain the functionality or security of our website, online portal and mobile app.

Meter support

Ongoing support: When you sign up to Good Energy, we share your supply & contact details with our Meter Operator – SMS-PLC.  Under the Energy Act (Standard Licence Conditions) we are obligated to ensure that your meter remains accurate for billing purposes; SMS-PLC will contact you directly should records indicate your meter has reached the end of its lifespan or if it has developed a fault and needs to be repaired or replaced.

Smart Meter roll out: The smart meter rollout is a government initiative overseen by Ofgem to ensure suppliers take all reasonable steps to offer their customers a smart meter installation. More information about the national smart meter rollout can be found on the Ofgem website.

Good Energy have partnered with SMS-PLC to assist us with our smart meter rollout, including having them to contact eligible customers to offer a free smart meter installation. You are under no obligation to accept a smart meter installation and you can opt out at any time by contacting us at Hello@goodenergy.co.uk

You can fast-track your installation by contacting SMS-PLC directly on 0330 8089367 or by following these instructions from SMS-PLC.

For more information on how SMS-PLC manage personal data, please read their Privacy Notice or for any other questions please contact the Good Energy Data Protection Officer.

Industry Data Sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering and payment settlements.

Smart meters

If you have a smart meter (including associated technologies such as your In-home display), we will connect to your meter through our customer database and our industry data connectors. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly charge you in line with your tariff.

Some customers will also be offered an incentive to have a Smart Meter installed, facilitated through Lock-in Marketing, who host the rewards website to allow eligible customers to select their reward. For more information on how Lock-in Marketing process personal data, please visit the Lock in Rewards Portal.

Credit referencing agencies

We work closely with an industry leading credit check agent, Experian, who provide fraud detection services, credit risk reduction checks and contact information.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

We also use services offered by Google, Facebook, Instagram and other social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are: 

(b) We have a contractual obligation to process your personal information to provide your energy supply, collect payment and offer a good customer service experience, and; 

(c) Legal obligation: the processing is necessary for you to comply with the law (not including contractual obligations), and; 

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products. 

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

The type of personal information we collect

When you enter into a contract with us for Feed-in-Tariff payments, we collect and process the following information: 

• Your full name 
• Contact information (postal address, email, telephone or mobile number) 
• Information pertaining to your renewable installation (MCS certificate)
• Supply address and information about your energy type and usage (this includes meter readings) 
• Date of Birth 
• Payment information, such as your bank details  

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you when you choose to switch to us. 

If you have chosen to opt into our REGO Boost product (REGO accreditation service), the information we have processed as part of our Feed in Tariff application, allows us to complete this process for you. 

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party. We share your information with core and carefully selected service providers, Ofgem and third-party platforms where necessary to enable our business to function and provide services to you e.g. REGO Boost.

Customer database

Once you have completed your switch to Good Energy, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Microsoft Azure.

This database will record the details you provide about your energy generation and export and will produce your remittance, statements and meter read requests. The software links to our online portal and mobile app so you can see the information we hold about you whenever you need to and easily check it’s up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

If you have chosen to opt into our REGO Boost, the same database will hold this information and we will securely transfer any data between that and Ofgem’s systems.

Trustpilot

We may ask you to share your feedback on our customer service to help us to improve it. To do this, we will share your contact information with Trustpilot, a third-party feedback website, who will share your review of our service on their website.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Our online portal and mobile app

Your information may be processed by third parties to maintain the functionality or security of our website, online portal and mobile app.

Collecting meter read information

You must provide your Generation reads on a monthly or quarterly basis, as directed when you enter into your contract with us. This information is used to calculate how much energy you have generated for your FiT Generation Payment.

If you are in receipt of Deemed payments, we will use this to calculate your deemed payment, based on 50% of the generated amount.

If you are in receipt of Export payments, we will collect Half-Hourly, Daily and Monthly reads to pay you for the energy your export.

Photo submissions can be made on the Mobile App. When you submit a photograph of your meter to use as proof of a reading, the image will be processed by Blicker’s AI meter reading service, which will process the image and identify the reading value, serial number (if present), meter type and display type. This process does not capture any personal information.

You can manage your preferences of read frequencies by contacting us at hello@goodenergy.co.uk

Meter support

Ongoing support: When you sign up to Good Energy, we share your supply & contact details with our Meter Operator – SMS-PLC.  Under the Energy Act (Standard Licence Conditions) we are obligated to ensure that your meter remains accurate for payment purposes.

For more information on how SMS-PLC manage personal data, please read their Privacy Notice or for any other questions please contact the Good Energy Data Protection Officer.

Industry Data Sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering and payment settlements.

Smart meters

If you have a smart meter (including associated technologies such as your In-home display), we will connect to your meter through our customer database and our industry data connectors. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly pay you for your exported energy.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

We also use services offered by Google, Facebook, Instagram and other social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still enables linking between your social media presence and our website. 

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:
(b) We have a contractual obligation to process your personal information to provide your energy supply, collect payment and offer a good customer service experience, and;
(c) Legal obligation: the processing is necessary for you to comply with the law (not including contractual obligations), and;

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements. 

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services. 

The type of personal information we collect

When you set up a business energy supply contract with us, we collect and process the following information:

• Full name and contact information (postal, email, telephone, mobile) for those authorised to manage the account
• Supply address and information about your energy type and usage (this includes meter readings)

How do we collect this information?

Most of the personal information we process is provided to us directly by you or a colleague when you set up your energy contract, or by the energy broker that managed the process. Our current terms and conditions are available on our website:

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party. We share your information with our core and carefully selected service providers and third-party platforms where necessary to enable our business to function.

Customer database

Once you have finished setting up your contract with Good Energy, your personal information will be entered into our customer database. This database will record the details you provide about your energy usage and will produce your bills, statements and meter read requests. The software links to our online portal so you can see the information we hold about you whenever you need to and easily keep it up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, group billing, operational reporting, profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

Quote for energy

If you request a quote but decide not to complete a switch to Good Energy we will ask if you would like your quote to be emailed to you. If so, we will store your email address to complete this action.

We use a partner service called Tickd to support the quote and onboarding journey for Small and Medium Enterprises (SME). When you apply for a quote through our SME journey Tickd will collect and process your business information to then securely pass to Good Energy to allow us to then provide you with your energy services. Read more about Tickd here: https://www.tickd.co.uk/privacy-policy

Our online portal

Your information may be processed by third parties to maintain the functionality or security of our website and online Portal.

Meter support from Good Energy selected parties

Should you want to arrange meter reading or maintenance support with Good Energy (including smart and traditional meters), we may pass your contact and business energy supply details to our meter operators, SMS PLC.

Ongoing support: When you sign up to Good Energy, we share your supply & contact details with our Meter Operator – SMS-PLC.  Under the Energy Act (Standard Licence Conditions) we are obligated to ensure that your meter remains accurate for billing purposes;  Should you want to arrange meter reading or maintenance support with Good Energy (including smart and traditional meters), we will pass your contact and business energy supply details to SMS PLC.

SMS-PLC will contact you directly should records indicate your meter has reached the end of its lifespan or if it has developed a fault and needs to be repaired or replaced.

Smart Meter roll out: The smart meter rollout is a government initiative overseen by Ofgem to ensure suppliers take all reasonable steps to offer their customers a smart meter installation. More information about the national smart meter rollout can be found on the Ofgem website.

Good Energy have partnered with SMS-PLC to assist us with our smart meter rollout, including having them to contact eligible customers to offer a free smart meter installation. You are under no obligation to accept a smart meter installation and you can opt out at any time by contacting us at Hello@goodenergy.co.uk

For more information on how SMS-PLC manage personal data, please read their Privacy Notice or for any other questions please contact the Good Energy Data Protection Officer.

Industry data sharing

Good Energy may share your information through the Data Transfer Service to facilitate business-critical processes including a change of supplier, metering, and payment settlements.

Typeform

To access some of our publications, we will ask you to complete an online form before you can download the document. We use a digital service called Typeform which allows us to accept these form submissions. All information provided in the forms will be held by Typeform while it is processed by Good Energy. For more information on Typeform please visit their Privacy Notice.

Smart meters

If your business uses smart meters (including associated technologies such as an In-home display), we will connect to your meter through our customer database and our industry connector, facilitated by ENSEK. As per your terms and conditions, we will remotely collect readings and data from your smart meter to allow us to correctly charge you in line with your tariff.

If you use a smart meter set in full traditional mode, it will not be connected to the Energy Industry connector. This means we will not collect or send any information to or from your meter.

Credit referencing agencies

We also work closely with industry leading credit check agents, Experian and Dun and Bradstreet, who provide fraud detection services and credit risk reduction checks.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

We also use services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful base for processing your data is:

(f) We have a legitimate interest to process limited information about the account holders / authorised contacts to allow us to follow up on any contractual and non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we relevant products for you.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

If you are the named account holder / authorised contact for the account, we will keep your personal information for the length of your contract length plus six years. We will then erase your information by deleting it from our IT systems and services.

If your circumstances change or you are no longer associated with the account, please tell us and we will remove your information from the date that you specify.

Energy Bill Relief Scheme

The Energy Bill Relief Scheme is a government initiative to provide financial support to non-domestic consumers. More information on the way your data will be processed is available here:  https://www.gov.uk/government/publications/energy-bill-relief-scheme-privacy-notice/use-of-energy-data-collected-via-the-energy-bill-relief-scheme-in-great-britain-and-northern-ireland-privacy-notice

Alternative Fuels Payment Scheme

Good Energy customers who are eligible for the Alternative Fuels Payment Scheme will be processed through a Data Matching process, coordinated by the Department for Business, Energy and Industrial Strategy (BEIS)

Good Energy is processing personal data under Article 6(1)(c) of the UK GDPR and in accordance with the provisions of the Alternative Fuels Payment direction

https://www.gov.uk/government/publications/use-of-data-collected-through-the-non-domestic-alternative-fuel-payment-scheme-privacy-notice/use-of-electricity-meter-data-and-associated-personal-data-collected-through-the-non-domestic-alternative-fuel-payment-scheme-privacy-notice

The type of personal information we collect

When you set up a business energy Feed-in-Tariff contract with us, we collect and process the following information: 

• Full name and contact information (postal, email, telephone, mobile) for those authorised to manage the account 
• Supply address and information about your energy type and usage (this includes meter readings) 
• Information pertaining to your renewable installation (MCS certificate)
• Payment information, such as your bank details  

How and why do we collect this information? 

Most of the personal information we process is provided to us directly by you or a colleague when you set up your energy contract. If you have chosen to opt into our REGO Boost product (REGO accreditation service), the information we have processed as part of our Feed in Tariff application, allows us to complete this process for you.

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party. We share your information with our core and carefully selected service providers Ofgem and third-party platforms where necessary to enable our business to function and provide services to you e.g. REGO Boost.

Collecting meter read information

If you are in receipt of Deemed payments, we will ask you to provide your Generation reads on a monthly or quarterly basis. This information is used to calculate how much energy you have generated, we will use this to calculate your deemed payment, based on 50% of the generated amount.  

Customer database

Once you have completed your switch to Good Energy, your personal information will be entered into our customer database. This is a cloud server, and ours is hosted by Microsoft Azure.

This database will record the details you provide about your energy generation and export and will produce your remittance, statements and meter read requests. The software links to our online portal and mobile app so you can see the information we hold about you whenever you need to and easily check it’s up to date.

Good Energy uses the information from this database for several purposes. These include regulatory reporting, operational reporting, customer profiling and analytics. This process involves the storage of data in secure Azure storage and Power BI reporting. Access to this data is strictly controlled and monitored.

If you have chosen to opt into our REGO Boost, the same database will hold this information and we will securely transfer any data between that and Ofgem’s systems.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

We also use services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party. For security purposes this data is “hashed” prior to being shared. Hashing is a process of identity masking or “pseudonymisation” which means your email address is not disclosed, but still but still enables linking between your social media presence and our website.

Data may also be processed for audit purposes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful base for processing your data is: 

(b) We have a contractual obligation to process your personal information to make payment for your energy generation and offer a good customer service experience, and; 

(f) We have a legitimate interest to process limited information about the account holders / authorised contacts to allow us to follow up on any contractual and non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we relevant products for you. 

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements. 

If you are the named account holder / authorised contact for the account, we will keep your personal information for the length of your contract length plus six years. We will then erase your information by deleting it from our IT systems and services. 

If your circumstances change or you are no longer associated with the account, please tell us and we will remove your information from the date that you specify. 

The type of personal information we collect

As part of our recruitment and employee onboarding process we currently collect and process the following information:

• Full name and contact information (including home address);
• CV, application form and cover letter;
• Shortlisting and interview / assessment notes;
• Psychometric testing and results as applicable to the role;
• Evidence of qualifications and references as applicable to the role;
• Evidence of right to work in the UK (such as passport);
• Bank details;
• Date of birth and;
• Diversity data for statistical reporting purposes.

For ongoing employment with Good Energy, we will ask you to provide:

• Contracts and subsequent addendums;
• Information relating to work absences, including family friendly, ill health / sick leave related absences;
• Employee relations data (including capability performance and misconduct), to be shared with your line manger;
• Home working arrangements;
• Payroll information such as that provided by HMRC;
• Benefit provisions;
• Training records;
• Emergency contact information and;
• Other necessary information as requested from time to time.

Contractors working with us through an agency:

If you are applying to work with us on a consultancy or contractor basis, we may work with a third-party agency to help facilitate this working relationship. We will collect information about you and the company you represent in order to set you up on our systems make payments to you.

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you as part of your application for a role or continuing employment.

We may also receive personal information indirectly, from the following sources in the following scenarios:

• HMRC regarding your payroll deductions for PAYE and / or NI contributions
• Recruitment agencies.

We will share this information with:

• HMRC;
• Experian – Right to work and security clearances, as required for the role;
• Howdens Insurance Broker;
• Benefits providers, including pensions;
• Training providers;
• Psychometric testing providers, as required for the role;
• References, such employment, character and financial references you may request; and
• Employment lawyers.

Under the General Data Protection Regulation (GDPR), the lawful bases for processing this information are:

(b) We have a contractual obligation.

(c) We have a legal obligation.

(f) We have a legitimate interest

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

If you apply for a role with Good Energy and are unsuccessful, we will keep your information for up to 2 years from the date of the vacancy closure.

We keep personal information collected under the contractual requirements for the length of your employment plus a minimum of 5 years. We will then erase your information by deleting it from our IT systems and services. Payroll data is required for up to 85 years from your date of birth to support your occupational pension.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

Bondholders and Former Shareholders
The type of personal information we collect

We continue to hold and process the following information:

• Full name and contact information
• Payment information (if required)

How and why do we collect this information?

Most of the personal information we process was provided to us directly by you as part of your historic investment into Good Energy Group.

We also receive personal information indirectly, from our shareholder and bondholder registrar.

We use the information that you have given us to effectively manage and record your historic investment.

We do not share this information with any other organisations.

Under the General Data Protection Regulation (GDPR), the lawful basis for processing your data is:

(b) We have a contractual obligation.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep your personal information for at least ten years after you cease to be an investor in of Good Energy Group.

The type of personal information we collect

When you visit our website, we collect information to help you get the best experience while you navigate it, as well as for analytical purposes to support the performance of our website and advertisements. The information we collect is:

• Browsing logs with dates and timestamps
• IP addresses

If you visit our head office in Chippenham, which is in offices shared with Wiltshire Council, you will be guided (via signage upon building entry) to the Good Energy Reception on the 2^nd floor where you will be asked to sign in.

When you’re in the Wiltshire Council or Communal areas of the building you may be recorded on the Wiltshire Council CCTV. Further information about the Wiltshire Council CCTV provisions can be requested directly from them: https://www.wiltshire.gov.uk/privacy

Within the Good Energy office space, you may be recorded on the Good Energy CCTV to ensure security of our IT Services. Any queries on this provision please contact dataprotection@goodenergy.co.uk

How and why do we collect this information?

Most of the personal information we process is collected via cookies and similar technologies. Data collected is shared with our suppliers to provide you with a user-friendly experience when visiting our website.

Under the General Data Protection Regulation (GDPR), the lawful basis for processing your data is:

(a) Your consent. You are able to remove your consent at any time. You can do this by blocking or deleting the cookies and similar technologies.

How we store your personal information

Your information is securely collected from the Good Energy website and shared with our third party suppliers for the purposes defined in our cookie policy. We will not keep your information on Good Energy systems once it has been shared.

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

Hotjar

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Typeform

To access some of our publications, we will ask you to complete an online form before you can download the document. We use a digital service called Typeform which allows us to accept these form submissions. All information provided in the forms will be held by Typeform while it is processed by Good Energy. For more information on Typeform please visit their Privacy Notice.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime

We’re really proud of our history of delivering excellent customer service. We work hard to ensure all of our staff are well-trained and highly knowledgeable across all areas of the business. Even with the best will in the world, we all know things can go wrong from time to time. If that happens we want to hear from you to put things right again. For more information please visit our complaints page: https://www.goodenergy.co.uk/complaints/

The type of personal information we collect

We currently collect and process the following information:
• Email address
• Postal address
• Details of your complaint which may include special category data

How and why do we collect this information?

Most of the personal information we process is provided to us directly by you when you raise the complaint, however we may also receive further information from third parties such as the Ombudsman or those you have asked to liaise with us.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:

(f) We have a legitimate interest to follow up on any non-contractual enquiries and complaints.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

Third Parties

On some occasions you may wish to speak with a third party, such as Citizens Advice Bureau or the Energy Ombudsman, about your complaint. If you chose to do so, your personal data will be shared between us and the third party, as required, to support the resolution of your complaint.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime

The type of personal information we collect

We currently collect and process the following information:

• Name
• Email address
• Postal address
• Responses to webforms that you’ve completed on our website.

How and why do we collect this information?

We collect this information from you directly to enable us to send you the relevant updates and news from the Good Energy Group.

We also receive personal information indirectly. For example, we may reach out to you regarding a new product or service offered by Good Energy, where your contact information has been provided to us by another organisation that you have given your permission to.

We may obtain information via our marketing service providers to enable us to reach out to new prospects regarding our products and services.  We only do this for our business customers and not for our domestic customers.

We also collect and use publicly available information to enhance our marketing efforts and provide relevant content, products and services to our business customers. The data may include information from public websites, social media platforms and other open sources.  We always ensure that we use this information in compliance with data protection laws.

Why do we need to share your information and how do we do this?

While you are a member of our mailing list we may share your information with trusted non-core service providers, such as marketing partners we have carefully selected to deliver incentives to participate in offers, polls, surveys, analysis or research, all of which assist us in enhancing our services.

Direct marketing opt-out

If you are an existing Good Energy customer, you will continue to receive service communications about your contract with us. These include statements, information about your products (such as your energy tariff) and meter reading reminders.

If you have received marketing correspondence from Good Energy, and you would like to opt-out of receiving these in the future, please use the unsubscribe or managing your preferences button at the bottom of the email.

If you require any support in opting out of marketing material please contact: dataprotection@goodenergy.co.uk.

When you change your marketing preferences, it may take us a few days to update all of our systems and records during which time you may still receive marketing messages. In all cases we will have made the necessary changes within no more than 28 days of receiving your request

Requesting a call-back

When you request a call back regarding our products, we will use the information you provide us to answer any questions you may have about our services. We will hold your information for three months so we can easily support your switch to us.

Webinars and other online events

When you sign up to attend a Good Energy hosted or Webinar we will collect personal information to send you the direct link to the event. Where the event is recorded we will ensure attendees are not part of the recording unless other stated and you have confirmed you agree

to feature in the recording. Following a webinar or other online event we may contact you with further information regarding the content, however you can opt out of this additional material by following the link to the preference centre in the footer of the email.

Live Events

When you attend an event where Good Energy is present, we may collect information from you to add you to our mailing lists for the relevant products of services. You can opt out or change your preferences at anytime.

Social Media Platforms

We are on many of the popular social media platforms and would encourage you to interact with our content. If you do contact us through social media your data will be processed the relevant third party providers to facilitate this channel of communication

Social Media Webforms

If click and complete one of our social media webforms, the information will be collected to provide you with the requested information; for example this may be to request a callback about one of our products, or to be added to our Good Thinking Newsletter. You can opt out or change your preferences at anytime.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep your information for marketing purposes until you opt out. We will not delete your information, unless you request this, as we need to keep a record of your decision to opt-out so that we do not send you marketing communications again in the future.

You can request that we delete your information at any time by emailing dataprotection@goodenergy.co.uk. However this may mean you receive future communications as we will not have a record of your decision to opt out.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime

Please refer to the relevant service offerings in this privacy notice for details on how your personal data is processed.

The type of personal information we collect

You can only access the online account portal (portal) if you are already with Good Energy for your energy supply or export. Once you have logged in the portal will display information from your energy account. You can currently submit the following online:

• Make a card payment which is managed through a third party payment provider called stripe.
  You can read their privacy notice: https://stripe.com/en-gb/privacy
• Meter reading
• Bank account details for setting up a Direct Debit

How and why do we collect this information?

This service is available so that our customers can self-serve through the Online Account Portal at a time that is convenient for them.  It is optional to register, and your personal data will only be available once you have created an account.

Analytics (Hotjar)

In order to ensure our digital experience is as seamless as possible we use Hotjar. This service allows us to record a sample of web visits to help us identify problem areas. This process does not capture personal information and is completely anonymous (you are in no way identifiable via this system). The system also allows us to administer anonymous short surveys when customers are experiencing difficulties.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data through the Online Account Portal is:

(f) We have a legitimate interest to follow up on any non-contractual enquiries, to offer you the opportunity to take part in our promotions and to understand more about our overall customer base to ensure we offer you relevant products.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime

Please refer to the relevant service offerings in this privacy notice for details on how your personal data is processed.

The type of personal information we collect

You can only access our Mobile Applications (Apps) if you are already with Good Energy for your energy supply or export. Once you have logged in the App will display information from your energy account. You can currently submit the following online:

• Meter reading

How and why do we collect this information?

This service is available so that our customers can self-serve through the App at a time that is convenient for them.  It is optional to register, and your personal data will only be available once you have created an account.

Analytics 

To ensure our digital experience is as seamless as possible we use analytics tools on the app, such as Post Hog and Google Firebase.

Post Hog is an automated session recording software that allows us to record a sample of app visits to help us identify problem areas and support our development of the Good Energy app.

Google Firebase monitors stability and performance by capturing information about apps crashes.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data through the App is:

(f) We have a legitimate interest to ensure our Mobile Application is working efficiently.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under the contractual requirements for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime

The type of personal information we collect

When you take part in FlexiRewards, we collect and process the following information:

• Full Name

• Username or Similar Identifier

• Home Address, Email Address(es), and Telephone Number(s)

• Social Media Username (if you interact with us via social media)

• MPAN number

• Heat pump telemetry data

• Battery telemetry data

• EPC Data

• Energy Consumption data

How and why do we collect this information?

We will collect information directly from you when you agree to participate in FlexiRewards.

We will also collect data directly from you when you submit information via our websites complete forms we provide to you, enter our competitions and promotions, make a claim, make a complaint, exercise your statutory rights, contact us by phone, email or communicate with us, our Website and apps: we collect information about how you use them and any smart devices you connect to them.

Using your personal data

The UK General Data Protection Regulation (UK GDPR) requires us to have a lawful basis for processing your data, this is our legal reasons for processing your personal data.

The legal grounds for processing your personal data for FlexiRewards is ‘legitimate interests’. We have a legitimate interest to offer you the opportunity to take part in our promotions and to understand more about our overall customer base.

You have the right to object to any processing done under legitimate interests. We’ll re-assess the balance between our interests and yours, considering your circumstances. If we have a compelling reason, we may continue to use your personal data.

Why do we need to share your information and how do we do this?

We never have and never will sell any of your personal information to any third party.

We will share your information with third parties to perform services on our behalf as follows:

· FlexiRewards Partner – We will share your information with Axle Energy who provide the technology to support FlexiRewards.

· Business process outsourcing providers – who provide specific services into the business including third party IT system suppliers who may host your information on their systems and may need some level of access to resolve technical concerns and potentially other business support areas.

Heat Pump customers only

· University of Southampton (UoS) – We will share your information with the UoS LATENT research project, a collaboration between Good Energy and the UoS. The aim is to evaluate the effectiveness and impact of the Service on energy usage and grid stability. We will share anonymised data – such as EPC data, heat pump power and internal temperatures with the UoS to review and analyse for the study. UoS will review and analyse this data and may invite participants to join online focus groups or interviews post-heating season.

· Freedom Heat Pumps – We will share your information with Freedom Heat Pumps who provide the monitoring services for FlexiRewards.

We may also disclose your information:

· To any of our insurers, professional advisers, agents, suppliers or subcontractors insofar as is reasonably necessary for the purposes set out in this privacy notice.

· To the extent that we are required to do by law.

· In connection with any ongoing or prospective legal proceedings.

· To establish, exercise or defend our legal rights (including providing information to others for the purpose of fraud prevention and reducing credit risk).

· To any person who we reasonably believe may apply to a court or other competent authority for disclosure of that information where, in our reasonable opinion, such an authority would be reasonably likely to order disclosure of that information.

How we store your personal information

Good Energy stores your information securely in UK and EU data centres.

Occasionally your information will be processed outside of the UK or EU by our suppliers. We use experienced and reputable organisations on terms which safeguard the security of your information and comply with the European data protection requirements.

Where the country hasn’t been assessed as adequate, the method we have chosen to safeguard your information is ‘standard contractual clauses’ within the legal agreements to safeguard the processing of your personal data.

We use ‘standard contractual’ clauses where your information is shared with Freedom Heat Pumps and stored in the US for the purpose of monitoring telemetry data.

How long do we keep your information

Your personal information that is used for FlexiRewards will be kept securely by Axle Energy for 15 months following the last FlexiRewards event that you participate in.

Good Energy will keep personal information collected for the length of your contract plus six years. We will then erase your information by deleting it from our IT systems and services.

Once you have agreed to participate in research programmes, we will send you emails to request your participation in surveys and interviews, as appropriate to the customer or user research activity, of which you are under no obligation to participate.

We will collect your answers to questionnaires and record interviews with you. The data from questionnaires and interviews will be used by the Good Energy Team to analyse the way customers use our digital services.

The type of personal information we collect

We will collect and process the following information:

• Name
• Email address / contact information
• Answers to surveys, interviews and questions.

How and why do we collect this information?

The personal information we process will be provided to us directly by you when you participate in a research activity.

Using your personal data

Under the General Data Protection Regulation (GDPR), the lawful bases for processing your data are:

• Consent:you have given clear consent for Good Energy to process your personal data for a specific purpose.

How we store your personal information

Your information is securely stored in UK and EU data centres. Occasionally your information will be processed outside of the UK or EU by suppliers that maintain our robust security procedures in line with UK Data Protection requirements.

We keep personal information collected under research programmes for the duration of the programme plus 24months. We will then erase your information by deleting it from our IT systems and services.

Third Parties

The following services may be used from time to time to carry out surveys and interviews. The privacy policies of each service can be read below:

• Maze – maze.co/privacy-policy
• Smart Survey –https://www.smartsurvey.co.uk/company/privacy-policy
• Hotjar – hotjar.com/legal/policies/privacy
• Zoom – explore.zoom.us/en/privacy
• Microsoft Teams – docs.microsoft.com/en-us/microsoftteams/teams-privacy

Other

To maintain the security of the IT systems in use across the Good Energy Group, your data and communications with us may be monitored by one or more of our security features. Where suspicious activity has been identified, the logs may be shared with external parties, such as the Police, for the detection and prevention of crime.

As part of the Good Energy partnership with Bristol Sport; employees, customers, or clients may be invited to attend games at Ashton Gate. To facilitate ticketing and event access, we will share limited personal information—such as names and contact details—with Bristol Sport. For details on how Bristol Sport handles personal data, please refer to their Privacy Notice: https://www.bristol-sport.co.uk/privacy/