To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on email@example.com.
As an energy supply company, we collect, hold and process a considerable amount of information, including personal information about you as our customer, to allow us to provide our services to you effectively. We believe it is important to protect your privacy and your personal details at all times and this Privacy Notice explains how we may collect and use information about you securely to enable us to do this. As such, we take seriously our responsibilities under the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) 2016.
If you require any further advice and guidance about the General Data Protection Regulation and the Data Protection Act 2018, information is available on the Information Commissioners website at: www.ico.org.uk
Robin Hood Energy Limited (wholly owned by Nottingham City Council) is the data controller, and is registered in England and Wales. Company Number: 08053212. Our registered office is Loxley House, Station Street, Nottingham, NG23NG.
We are registered for the purposes of the Data Protection Act 2018 on the Information Commissioner’s Office Register, registration number: ZA117144.
We can be contacted at:
Century House, 8 – 18 Chapel Bar, Nottingham NG1 6JQ.
Our Information Governance Manager has overall responsibility for the way that we handle personal data. The Information Governance Manager can be contacted at:
Other ways to contact us are on our Contact Us page.
Personal data is information relating to an identifiable living individual. Whenever personal data is processed, collected, recorded, stored or disposed of it must be done within the terms of the Data Protection Legislation.
We need this information from you in order to enter into a contract with you. If you do not provide it to us, we may not be able to offer you our services.
Having this kind of information helps us to ensure we provide you with appropriate services to keep you safe.
Details of your energy usage, which you may give us, or we can obtain from your smart meter.
You have a contractual obligation to provide us with details of your energy usage. We need this data to send you accurate bills. If we have to estimate your bills, you may not be paying the right amount for your energy.
Details of energy you generate under the Feed in Tariff scheme.
You are obliged to give us this information to help us manage your account.
You may give us information about you by filling in forms on our website www.robinhoodenergy.co.uk, via the Robin Hood Energy app, or by corresponding with us by phone, e-mail, in person or otherwise. This includes information you provide when you register to use our site, subscribe to our service, search for a product, obtain a quotation, place an order on our site, participate in discussion boards or other social media functions on our site, enter a competition, promotion or survey, and when you report a problem with our site.
If you have a smart meter we will take consumption data directly from your meter in line with the consents you have given us. We need details of your energy usage so we can send you accurate bills.
If you use the ‘My Robin Hood Energy’ app, we may collect information about your household from your electricity and gas meters, sensors & devices connected to the app or information asked for within the app. Information collected from such sources, may include information about your electricity and gas consumption, type of household, post code and location of your supply point and information about temperature. We may also collect information about your use of the app, e.g. how you use the app, including page response times and settings.
We will get information from various sources as well as direct from you, including our partners, other organisations involved in your energy service like network operators, and publicly available information. We will match it with our own data to make sure the information we have about you is accurate and up to date.
We may also receive your information from an energy supplier from which you wish to move in order to help ensure the move happens smoothly.
We will never collect any unnecessary personal data from you and do not process your information in any way, other than as specified in this notice
It is important that you understand what we will do with the data that we hold about you.
We will process your data for the following purposes necessary for the performance of our contract with you, or in readiness for such a contract:
We will request your consent to process any special category data you supply to Robin Hood Energy for the following purposes:
We will process your data to comply with legal obligations including, but not restricted to:
We will process your data where we or someone else has a legitimate interest. This includes:
In deciding what personal data to collect, hold and use, Robin Hood Energy is committed to ensuring that it will:-
We may have to share your personal data with the parties set out below for the purposes set out above under “What do we use your personal data for?”
We might share data with:
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We will not use your personal data for marketing purposes at all if you have told us not to. We will give you the opportunity to opt-in to receiving marketing information whenever we contact you directly for this purpose. Sometimes we may want to share your information with other organisations, for our marketing purposes. Some examples are:
We will get your express opt-in consent before we share your personal data with any company outside Robin Hood Energy for their marketing purposes.
We may use your identity, contact, usage and profile information to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.
Some activities, such as emailing marketing information to you, require your express consent. Others, such as sending letters or calling you, we may be allowed to do without your prior agreement, on the basis that we have a legitimate interest in doing this. Our legitimate interest might be:
We do not have any control over how these companies use any data shared with us through their services, and we recommend you review their privacy notices yourself. We would also remind you that any information you post publically is visible to anyone.
If we recognise you are a Robin Hood Energy customer and you send us personal data using a private or direct message via social media that data will be stored along with your other account records in line with our standard data retention period.
If you send us personal data via Facebook Messenger to enable us to give you a quote for a potential energy supply we will delete the relevant messages from Messenger but they will still be available to you and Facebook unless you also delete them.
No data you give us via social media will be used for marketing, or shared with any other organisations for marketing purposes.
We use automated processing of personal data to evaluate, analyse and predict common traits, characteristics and behaviours. This enables us to understand our customer groups and manage these groups more effectively.
Segmenting customers lets us more effectively focus tailored marketing communications to specific types of customers in different ways.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
You are legally entitled to request access to any records held by Robin Hood Energy about yourself. Robin Hood Energy will seek to comply with your request but there may be some situations where it will not be able to do this in full, for example where information held was given in confidence or when a professional thinks that it could cause serious harm to you or another’s physical or mental wellbeing if the information was given to you, or if we think that giving you the information may stop us from preventing a crime.
If you have any questions regarding your rights, please contact the Information Governance Manager.
If you receive a copy of your information and you find that any information is inaccurate, you have the right to ask us to correct the information. We may not always be able to change or remove the information but we will correct factual inaccuracies and add supplemental comments. In some cases, we may also record your comments to show that you disagree with information held about you. Whilst Robin Hood Energy tries to ensure that any personal data it holds about you is correct, there may be situations where the information it holds is no longer accurate. If this is the case, please contact the department holding the information so that any errors can be investigated and corrected. You can also make an application to the Information Governance Manager to ask for any inaccurate information to be rectified or if you think your information is incomplete, you can ask for a supplementary statement to be added to give an accurate picture.
Robin Hood Energy will try to ensure that all records are accurate and up to date. If you find any inaccuracies, you can let us know by completing this form:
Data Subject Request Form
You have the right to ask for information to be erased although this is not an absolute right. If your data is no longer necessary for the purpose for which it is collected, you can ask for it to be erased. Again, where possible, Robin Hood Energy will seek to comply with your request but there may be some situations where it will not be able to do this, e.g. where Robin Hood Energy is required to hold or process information to comply with a legal requirement.
Where your personal information has been shared with others we will do what we can to make, sure they also comply with your request for erasing the information.
If you would like to make this request please let us know by completing the form:
You also have the right to ask Robin Hood Energy to limit processing in certain circumstances for example where you have contested the accuracy of information held that is about you or if Robin Hood Energy no longer needs the information although again there are some exceptions. For example, we may need to hold or use your information because we are required to do so by law. If this request is approved this may cause delays or prevent us from delivering a service to you. For further information, please contact the Information Governance Manager.
If you would like to ask Robin Hood Energy to exercise this right, please complete the following form:
You have the right in some circumstances to object to Robin Hood Energy processing your personal data in relation to any of our services. Where possible, Robin Hood Energy will seek to comply with your request, but, there may be some situations where it will not be able to do this, e.g. where Robin Hood Energy is required to hold or process information to comply with a legal requirement, or where deletion of this information may cause delays or hinder the Company’s ability to provide services to you. The right to object only applies in limited circumstances and for more information please contact the Information Governance Manager.
You also have the right in certain circumstances to get a copy of your information in an electronic form and re-use it with other service providers. This right only applies to information processed by automated means or information obtained by consent from you. It is likely that data portability will not apply to most of our services. For further information, please contact the Information Governance Manager.
Where a computer makes decisions about you, which is known as automated decision-making, you can ask that these decisions be explained to you.
This means that you can question decisions made about you by a computer, unless its required for any contract that you have entered into , required by law, or you have given your agreement to this form of processing.
You also have the right to object if you are being profiled (for example for marketing purposes as described in this Privacy Notice). This means that decisions are made about you based on certain things in your personal information. If you have any questions regarding automated decision making or profiling please contact the Information Governance Manager who will be happy to assist.
If you are unhappy with any aspect of how we handle your personal data you also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates handling of personal information in the UK.
For more information regarding data protection issues you may wish to contact the Information Commissioners Office (ICO), you can contact them by going to their website, phoning them on 0303 123 1113, via email firstname.lastname@example.org or by post to:
Where you have an account with us we will retain your personal data for as long as it is necessary to following the end of our relationship with you (which might be when your account closes or when we have issued your final bill). There may be circumstances when we need to keep it for longer – for instance if we are dealing with a complaint from you when that time comes round – but we will delete it as soon as we’ve no need to keep it further.
If we hold your data for any other reason, we will delete it as soon as we no longer have a valid reason to retain it.
If you would like to see how long your information is kept for you can contact Robin Hood Energy by emailing – Information Governance Manager.
We take your privacy seriously and take every reasonable measure and precaution to protect and secure your personal data. We work hard to protect you and your information from unauthorised access, alteration, disclosure or destruction and have several layers of security measures in place.
We have a data protection policy, which explains how we look after your personal information. We also have many other practical measures to protect your information, such as:
You can find more information about our IT security by contacting our Information Governance Manager.
Data protection laws allow us to transfer personal data to organisations in countries within the European Economic Area (EEA) as all of those countries are signed up to the same laws and have to have the same controls and safeguards in place to protect your data.
Occasionally we, or a company with which we share your data as described in this Privacy Notice, may need to transfer your personal data to a country outside the EEA, in which case we will only do so (or allow such companies to do so) where the European Commission has declared that the receiving country has an adequate level of protection, or there is a contract in place which includes appropriate data protection clauses requiring that your data is handled to the same standards as we have to uphold.
If your data is being transferred outside the EEA then you can obtain details of the relevant safeguards by contacting our Information Governance Manager.
Robin Hood Energy encourages you periodically to visit its web site to review this notice and to be informed of how Robin Hood Energy is protecting your information. Robin Hood Energy will continually review and update this privacy notice to reflect changes in our services and feedback from service users, as well as to comply with changes in the law. When such changes occur, we will revise the “last updated” date at the top and foot of this notice. If there are substantial changes to this statement or in how Robin Hood Energy will use your personal information, we will advertise the updated notice both on the front page of the Robin Hood Energy web site and in Council offices.
This privacy notice was last updated in August 2019.