Good Energy Privacy Notice

Last updated:
April 2024

We have made changes to reflect

Removed Good Energy Generation from companies within the Group. Removed EBSS as this government scheme has now closed.


Our contact details

Good Energy Group

The Good Energy Group is the parent company for the below companies who provide our products and services. Your data will be shared across these group companies to provide one view of you as a Good Energy customer, however we will only send you information on the products and services you are interested in hearing about.

• Good Energy Group PLC
• Good Energy Ltd
• Good Energy Gas Ltd
• Good Energy Works Limited
• Wessex ECO Energy

Throughout this Privacy Notice, ‘we’ or ‘Good Energy’ means companies within the Good Energy Group. We share your personal information among these companies to provide, and keep you informed about, our products and services, to handle any complaints or queries, and to give you the best customer service we possibly can.

Address

Good Energy
Monkton Park Offices
Monkton Park
CHIPPENHAM
SN15 1GH

Contact details

Phone number0345 034 2400

E-mailhello@goodenergy.co.uk


Your data protection rights

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of the personal information we hold about you.

Your right to rectification – You have the right to ask us to correct personal information you think is inaccurate, and to complete information you think is incomplete.

Your right to erasure – You have the right to ask us to erase personal information we hold about you.

Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information.

Your right to object to processing – You have the the right to object to the processing of your personal information.

Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.

It’s important to be aware that we may not always have to grant the above requests. For example, if it relates to information that we’re required by law to hold or process.


How to make a request

You can make a request any time you need to, free of charge.

Please contact us at dataprotection@goodenergy.co.uk if you wish to make a request. We will have one month to respond to you.


How to complain

If you are unhappy with how we are using your personal information, you can submit a complaint to dataprotection@goodenergy.co.uk

You can also complain to the Information Commissioner’s Office (ICO) using the contact details below.

The ICO’s address:

Information Commissioners Office
Wycliffe House
Water Lane
WILMSLOW
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk

Energy Ombudsman

You’re able to escalate your complaint to the Energy Ombudsman in certain circumstances (more information is available on our Complaints Page: https://www.goodenergy.co.uk/complaints/). When a complaint is raised with the Energy Ombudsman we will share details of the complaint and your account to support their investigation. The Energy Ombudsman privacy information can be found here: https://www.ombudsman-services.org/statements/privacy


The type of personal information we collect

When you enter into a contract with us to supply and install your heat pump or solar panels, we collect and process the following information: 

  • Your full name 
  • Contact information (postal address, email, telephone or mobile number) 
  • Date of Birth 
  • Residential status 
  • Payment information, such as your bank details if you’re paying by Direct Debit. 
  • 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. 

Additional information for Heat Pumps: 

  • Your account data and the account data of other people associated with your account: unique account number, date of birth, title, whether you’re a homeowner or renting, , your energy consumption data, survey responses, Energy Performance Certificate (EPC) data, , conversations we have with you, including phone calls and emails, which might be monitored or recorded, household details and property type, complaints and/or incident details, appointment details, notes added to your account. 

Additional information for Solar Panels: 

  • Your account data and the account data of other people associated with your account: unique account number, date of birth, title, whether you’re a homeowner or renting, , your energy consumption data, survey responses, conversations we have with you, including phone calls and emails, which might be monitored or recorded, household details and property type, complaints and/or incident details, appointment details, notes added to your account. 

Additional information for payment plans:  

  • Financial data: information that allows us to understand your creditworthiness and financial position, including any discount schemes and or grants you may be benefitting from. 
  • Transaction and payment information: credit/debit card details and bank account details you provide to make payment for the products and services you purchase from us. 
  • Purchase and account history: records relating to the products and services which you have purchased or used from us. 

How and why do we collect this information? 

Your information may come to us from different sources:- 

  • Directly from you: when you purchase products or services from us, 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. 
  • 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 
  • Credit and Anti-fraud reference agencies: provide us with information about your transaction, claim history and credit history. 
  • 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). Where we need to arrange this for you, we will pass your contact details to our provider, Vibrant Energy Matters. Vibrant Energy Matters will arrange and complete the assessment to issue an EPC. For information on how Vibrant Energy Matters processes information please see: https://vibrantenergymatters.co.uk/gdpr-privacy-policy/
  • 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. 
  • The government, ombudsman services, and regulators: for example, information about the complaints they receive, or to help us deliver services such as verifying eligibility for discount schemes and grant schemes. 
  • 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. 
  • Public registers such as the Land Registry: provide us with information about your property. 

 

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. 
  • Academic research institutions and third parties who we carry out research with to improve our services and improve understanding generally of energy consumption in the UK (with your consent where this information is identifiable to you). 

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. 

Provision of Heat Pumps and Solar Panels 

Purpose To allow us to provide you with services in relation to heat pumps and solar panels, such as initial consultation, installation, and maintenance. As part of the initial consultation, you may be asked to select a consultation phone call through a calendar application called Calendly.  Lawful Basis – Contractual, because of our intent to enter into a contract with you.

Providing promotional materials regarding our services 

Purpose To provide those members of the public and customers who have requested information about us and our services to be kept up to date. Lawful Basis With your explicit consent for this information to be sent to you. This consent will be dated and will be compliant with data protection law consent requirements. 

Legal Matters 

Purpose To deal with legal claims and ongoing litigation cases. Lawful Basis Necessary to comply with a legal requirement or to establish, exercise or defend of legal claims. 

Supplier Management 

Purpose To ensure appropriate financial management of ongoing contracts with our suppliers. Lawful Basis In order to manage the contract with that supplier. 

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:  

 

(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 provide your heat pump or solar panel installation, 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 plus six years. We will then erase your information by deleting it from our IT systems and services. 

 

Data may also be processed for audit purposes.

For Solar Panel Installations completed by Wessex ECO Energy (Part of the Good Energy Group) please visit https://wessexecoenergy.com/privacy-policy/ for information on how your data is processed.

For Solar Panel Installations completed by JPS Group (Part of the Good Energy Group) please visit https://jpsrenewableenergy.co.uk/privacy-policy/ for information on how your data is processed. 

 

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.

Power Pause

Power Pause is the Good Energy offering under the National Grid’s Demand Flexibility Service, so you can earn credits on your account by reducing your consumption during allocated periods.

You must opt into Power Pause and each pause event, by doing so we will share your energy account details (your account number, consumption information, email address, metering information and postal address) with our third parties – Solo and N3rgy. They will share this information with the National Grid ESO for participating in the Demand Flexibility Service.

You can opt out of the events at any time.

Data will be maintained by Solo and N3rgy for 15 months from the last Power Pause event of the scheme year (winter 2023-24).

Information about the National Grid’s service can be found here: https://www.nationalgrideso.com/electricity-explained/electricity-and-me/esos-demand-flexibility-service

Information about N3rgy data processing can be found here: https://www.n3rgy.com/privacy/

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. 

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 as published: https://www.gov.uk/government/publications/domestic-alternative-fuel-payment-gb-ministerial-direction

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.
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.

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.

Credit referencing agencies

We work closely with an industry leading credit check agent, Experian, 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 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) 
  • 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.  

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. 

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.

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.

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 is a cloud server, and ours is hosted by Amazon Web Services and supported by ENSEK. 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) 
  • Payment information, such as your bank details  
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. 

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. 

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.  

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.

The type of personal information we collect

We currently collect 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 is provided to us directly by you as part of your investment into Good Energy Group.

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

We use the information that you have given us to effectively manage your shareholding.

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 while you remain a shareholder of Good Energy Group.

Third Party Communications

The Company is obliged by law to make its share register publicly available and, as a result, some shareholders may receive unsolicited mail. We have become aware of a small number of shareholders who are receiving unsolicited phone calls concerning their shareholding in the Company. These are generally from overseas organisations who do not represent the Company and are offering to buy or transact shares for considerably more than the current market price, or sell other investment products which could be worthless or very high-risk investments.

If you are approached by such an organisation, please act with extreme caution and if you receive any unsolicited mail or investment advice:

  • make sure you get the correct name of the person and organisation
  • check the Financial Services Register at https://www.fca.org.uk
  • use the details on the Financial Services Register to contact the firm
  • call the FCA Consumer Helpline on 0800 111 6788 if there are no contact details on the Register or you are told they are out of date
  • beware of fraudsters claiming to be from an authorised firm, copying its website or giving you false contact details
  • use the firm’s contact details listed on the Register if you want to call it back
  • search the list of unauthorised firms and individuals to avoid doing business with at
    www.fca.org.uk/scams
  • report a share scam by telling the FCA using the share fraud reporting form at www.fca.org.uk/scams
  • if the unsolicited phone calls persist, hang up

If you deal with an unauthorised firm, you will not be eligible to receive payment under the Financial Services Compensation Scheme. If you have already paid money to share fraudsters you should contact Action Fraud on 0300 123 2040

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 2nd 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

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.

You can find out more about cookies and how they’re used on our website here: https://www.goodenergy.co.uk/cookie-policy/

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

If you are one of our Good Future Board Members, we will need to hold a record of your name, contact information, parent / guardian name and contact information.

We will also keep a record of your application to join the Good Future Board as well as other details you submit to us to support your application.

Throughout your term on the Board, we will maintain a record of:

  • Your contribution to the Board in the form of the Board Minutes.
  • Video / Photographs taken as part of the Board.
  • Communications, typically via email.
How and why do we collect this information?

We collect the above information from the application you submit to join our Good Future Board, and through activities and events that happen during your membership of the Board.

We use the information you give us to run and promote the Good Future Board and to keep an accurate record of participants, discussions and decisions.

We may occasionally include your ideas, videos and photographs in our promotional material.

Your membership to the Good Future Board is processed under a “Contractual” basis, meaning that there is an agreement in place between you and Good Energy.

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 will keep your personal information for as long as you are a member of the Good Future Board. 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

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.

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 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

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

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 (SmartLook and Google Firebase)

In order to ensure our digital experience is as seamless as possible we use SmartLook and Google Firebase.

SmartLook allows us to record a sample of app visits to help us identify problem areas. You can opt out of tracking using this link: https://www.smartlook.com/opt-out

Google Firebase monitors stability and performance by capturing information about apps crashes. For more information on Google Firebase, please visit Terms of Service for Firebase Services (google.com)

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