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0333 880 6886
Your personal data matters to us.
For the entirety of this document both Diverse Utility Solutions Ltd and DUS Property Management Ltd, will be referred to as ‘DUS’.
This Notice (together with any other documents referred to on it) sets out the basis on how DUS collects, uses, transfers and stores your personal information.
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
When signing an ‘Energy Agreement’ with DUS, you are accepting and consenting to the practices described in this notice.
As an energy retailer, broker and Facilities Management company, we collect, hold and process personal information about you as our customer, to allow us to provide our services to you effectively.
We believe it is important to always (and at all times), protect both your privacy and personal details. 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 General Data Protection Regulation (GDPR) 2016.
If you require any further advice and guidance about GDPR and the Data Protection Act 2018, information is available on the Information Commissioners website at:
DUS (Diverse Utility Solutions Ltd) is the data controller – Data Protection License ZA763395 and is registered in England and Wales.
Company Number: 10267886. Our registered office is
Mercury House, Shipstones Business Centre, N Gate, Basford, Nottingham, NG7 7FN.
We are registered for the purposes of the Data Protection Act 2018 on the Information Commissioner’s Office Register, registration number: ZA117144.
How can you contact us?
We can be contacted by post at:
Mercury House, Shipstones Business Centre, N Gate, Basford, Nottingham, NG7 7FN
Other ways to contact us are on our
What is personal data?
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.
What personal data do we collect?
Such as your payment details and financial circumstances.
We need your bank details if you want to pay by Direct Debit.
If you have difficulty paying our bills or providing details of your circumstances helps us work with you to resolve this.
Date of Birth
Home telephone number
Mobile telephone number
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.
Vulnerability Data (Priority Service Register):
Date of Birth
Having this kind of information helps us to ensure we provide you with appropriate services to keep you safe.
Energy you use:
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.
Energy you generate:
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.
Data we may collect from other people or organisations:
Data such as your name and contact details may be provided to us by people moving in or out of a property you are occupying, or a landlord;
Other organisations involved in your energy supply will give us information to help us manage your account.
How we collect Information
You may give us information about you by filling in forms on our website or by corresponding with us by phone, e-mail, in person or otherwise. This includes information you provide when you subscribe to our service, search for a product, obtain a quotation, 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.
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.
What do we use your personal data for?
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:
To manage your account with us. This can include providing our terms and conditions, recording your meter readings, sending you invoices, administering your payments and any loyalty incentives and dealing with queries or complaints
If you move into another property, we’ll link your details to it for the energy use at your new address
We will request your consent to process any special category data you supply to DUS for the following purposes:
If you have any vulnerabilities we’ll ask for your consent before we add your details to our
Priority Services Register
, which enables us to take extra steps to ensure your safety
We will process your data to comply with legal obligations including, but not restricted to:
OFGEM directions and Codes and our Licence Conditions
Financial Conduct Authority rules
Consumer Protection Laws
Orders made by a Court
We will process your data where we or someone else has a legitimate interest. This includes:
Keeping records of our dealings with you, so that we have an accurate history of our relationship with you in case of disputes
We might monitor and record our conversations with you, for example to prove you have agreed a contract with us, to help train our staff, or to help us give better service. We won’t record credit and debit card details
Making appointments to read, inspect or change your meter to ensure we are billing you correctly and your meter installation is safe and appropriate for your needs
Taking legal action against you if you do not pay our bills, because we are entitled to try to enforce our rights. This might be to recover money due to us, to disconnect your meter or fit a pre-payment meter
Analysing your consumption, your income and your lifestyle, so that we can offer you tariffs that suit your circumstances and give you tailored energy efficiency advice to help you save money
For research and insight purposes, to enable us to provide good customer service
To create statistics to help us better target our marketing activities
To help prevent and detect debt, fraud and financial loss
To help keep your family and your household safe and secure
Ensuring that we maintain high standards
In deciding what personal data to collect, hold and use, DUS is committed to ensuring that it will:-
Recognise that any personal data handled by DUS is held on behalf of the person to which it relates and that we ensure we respect that responsibility
Adopt and maintain high standards in respect of the handling and use of that personal data
Only collect, hold and use personal data where it is necessary and proportionate to do so
Securely delete any personal data when no longer needed
Keep your personal data secure and safe
Not unnecessarily and without good and lawful reason, infringe the privacy of any person
Consider and address the privacy risks first when planning to use or hold personal information in new ways, such as when introducing new systems
Be open with individuals about how we use their information and who we give it to
Make it easy for individuals to access and correct their personal information
Ensure that there are effective safeguards and systems in place to make sure personal information is kept securely and does not fall into the wrong hands
Provide training to staff who handle personal information and treat it as a disciplinary matter if they misuse or don’t look after personal information properly
Put appropriate financial and human resources into looking after personal information to make sure we can live up to our promises
Having a robust data strategy in place to protect against any disasters but also malware such as ransom ware
Regularly check that we are living up to our promises and report on how we are doing
Whom do we share your personal data with?
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:
Network operators, so they can keep you informed about reconnecting your energy if there’s a loss of supply or an emergency
Energy suppliers appointed by us to facilitate our contract with you, such as Information Technology Providers, Meter Operators and Data Collectors
Organisations that supervise or distribute data between smart meters, energy suppliers and other organisations that enable suppliers to bill customers for energy used and customers to switch between suppliers
Other energy suppliers, landlords or housing associations if we or another organisation suspects the property is connected with fraud
Another supplier you want to switch to
Other people, such as members of your household, where you have authorised us to, or where they are named on your account
Debt collection agencies and other organisations involved with debt collection (for example, bailiffs, law courts, private investigators)
Organisations doing research for us
Market regulators such as OFGEM and consumer protection organisations such as the Energy Ombudsman
Organisations for the detection, investigation and prevention of crime, or for current or future legal action
Commissioning and installation contractors for installations such as Solar Panels and insulation
Financial organisations for purposes such as payment processing, finance plans and refunds
Energy market administrators i.e. Xoserve for gas and the Meter Point Administration Service
Organisations to which we are by law obliged to provide your information
Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this Privacy Notice.
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 would like to use your personal data to communicate with you about products or services that we offer.
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:
Organisations who can enhance or match the data we hold with additional information to enable us to understand our customers better and plan marketing activities
Organisations we want to work with to promote a joint product or a product or service we endorse
We will get your express opt-in consent before we share your personal data with any company outside DUS 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:
Understanding our customer and getting to know their preferences
Telling our customers about products that might meet their needs and desires
Ensuring our customers are aware when they can save money.
People who contact us via social media
We have accounts on most major social media channels and use their ‘public’ platforms to manage our social media interactions
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 publicly is visible to anyone.
If we recognise you are a DUS 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.
What are your rights?
Under Current Data Protection Legislation, DPA2018 and the GDPR 2016:
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 several requests. In this case, we will notify you and keep you updated.
1. You can ask for access to the information we hold on you known as a personal information request
You are legally entitled to request access to any records held by DUS about yourself. DUS 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 would like to request a copy of your personal information, please contact
2. You can ask to change information that you think is inaccurate
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 DUS 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.
3. Right to be forgotten- right to ask for your information to be deleted
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, DUS 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 DUS 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.
4. A right in certain circumstances to request restriction of processing
You also have the right to ask DUS to limit processing in certain circumstances for example where you have contested the accuracy of information held that is about you or if DUS 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.
5. Right to object to processing of data in certain circumstances
You have the right in some circumstances to object to DUS processing your personal data in relation to any of our services. Where possible, DUS 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 DUS 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.
6. Right in certain circumstances to request portability of your data to another provider
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
Your right to contact the Information Commissioner
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
phoning them on
0303 123 1113
or by post to
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.
How long do we store your personal data for?
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.
Changes to this privacy notice
DUS encourages you periodically to visit its web site to review this notice and to be informed of how DUS is protecting your information. DUS 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 DUS will use your personal information, we will advertise the updated notice on the front page of the DUS web site.
This privacy notice was last updated in June 2021.
© Diverse Utility Solutions 2021