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Tili privacy policy

Effective from May 2024

We’re committed to protecting and respecting your privacy. Our privacy notice provides details of the personal information we collect from you, why we collect it and what we do with it. This privacy notice supplements, or may be supplemented by other privacy notices we might give you – but it doesn’t replace them. 

If you have any questions, comments, or concerns about this notice, you can get in touch anytime: our contact details are in section 14.

 

1. WHO WE ARE

Tili is a trading name of OVO Energy Limited a company registered in England and Wales (company number: 06890795) whose registered office is at 1 Rivergate Temple Quay Bristol, BS1 6ED.

For the purpose of data protection laws, we are a data "controller". That means we’re responsible for looking after the personal data that we hold about you. 

Tili provides a home move assistant service. Our website asktili.com is operated and maintained by OVO Energy Limited.

We also act as a data “processor” under the instruction of our partner letting agents, in respect of some of the services that involve processing of your information.

We’ll use your personal data fairly, lawfully and in a transparent manner, and in accordance with the Data Protection Laws.

 

2. THE INFORMATION WE COLLECT ABOUT YOU

We (or third parties who act on our behalf) collect and process your personal data when you use our website, app, talk to us over the phone, request products and services or by other means. This may include the following data:

  • Name, date of birth, contact details.
  • Tili account details.
  • Details about the property you’re moving into and the number of people living there.
  • Payment details.
  • Communications with you such call recordings, letters, emails, texts.
  • Marketing consent preferences.
  • Data about your needs and the needs of other people in your household to help us understand if you have any special requirements to assess eligibility for the OVO Priority Services Register. For example, this data may cover age, disabilities, health and/or any financial vulnerability - more details available in OVO Privacy Policy.

Technical data needed so you can access our websites and app such as Internet protocol (IP) address, login information, browser type and version, operating system and platform - more details available in our Cookie Notice. 

 

3. HOW WE USE YOUR INFORMATION

We might use your data for the following reasons (this can include our agents and third parties too):

  • To tell the relevant local council and water authority that you’ve moved into your new property so they’ll know who’s responsible for council tax and water charges, as instructed by your letting agent; and when you move out.
  • To contact you by phone or email in relation to your property’s OVO energy supply account - more details available in OVO Privacy Policy.
  • To contact you by email, phone, text or multimedia message, or other forms of electronic communication, unless you’ve told us you don’t want us to communicate with you.
  • To provide you with essential service related communications by phone or email.
  • To provide you with information about telephone and broadband service from our partners and assist with setting up services if you request them. For example, when you request this option,  we will call you about your choice to purchase a Sky package Sky Privacy Notice
  • To provide you with information about how much of a particular service you’ve used and what charges will apply.
  • To allow you to participate in interactive features on our website or App - more details available in our Cookie Notice.
  • In connection with system maintenance, quality, training, performance monitoring and business improvement purposes.
  • As part of our efforts to keep Tili safe and secure and assist fraud prevention, identity or money laundering verification and legal enforcement where necessary.
  • For market research activities and customer satisfaction surveys.

To create profiles for marketing opportunities so we can contact you (including by SMS, phone and email) with relevant products and services that we offer - more details available in section 4. 

 

4. MARKETING

We may send you marketing communications about other relevant products and services available from Tili partners or OVO group companies. We do this where we are allowed to because of law. The communications could be by email, letter, phone call, SMS. We won't send you direct marketing where you have opted out of receiving direct marketing communications.

We might also use your personal data to show you digital advertisements via our Tili app, social media feed, on search engine results pages, or on other websites. You have the ability to opt out of this type of advertising on the relevant platform (e.g by blocking cookies or clicking no in the application) - more details available in our Cookie Notice.

If you would like to change your marketing preferences, you can do this at any time by either clicking the “unsubscribe” link provided in electronic communications, or by contacting us using the contact details provided in section 14. Please include your name, address and postcode and which communication channel you’d like to opt out of, for example, email; text messages; or all.

 

5. THE DATA WE GET FROM THIRD PARTY SOURCES

We receive your personal data from our partners when you move into or take over a residential property they are managing; and when moving out.

 

6. WHO WE SHARE YOUR INFORMATION WITH

We will share your personal data with the following third parties where needed:

  • Your local authority and water utility company on behalf of our partner letting agents.
  • Our third-party suppliers and subcontractors such as payment processors; suppliers of technical, support and installation services; call centre service providers; email service providers in order to send you communications about your use of Tili; security providers; cloud services providers.
  • Our partners such as internet and broadband providers so the can contact you if requested by you; your property letting agent; OVO in relation to your energy supply account - more details available in OVO Privacy Policy.
  • Government and/or regulatory bodies, such as Ofgem or the ICO in order to discharge our obligations under laws and regulations which apply to us; or other third party or law enforcement agency where there is a legal duty to disclose or share such information.
  • Market research organisations in order to ask you about your experience using Tili.
  • If a third party acquires all (or substantially all) of our business and/or assets, we may disclose your personal information to that third party in connection with the acquisition.
  • If you give us false or inaccurate information and we suspect or identify fraud we’ll record this and may also pass this information to fraud prevention agencies and other organisations involved in crime and fraud prevention.

 

7. LEGAL BASES FOR DATA PROCESSING 

Data protection laws require that we lawfully process your personal data in the ways explained in this privacy policy. We’ve checked the legal bases for us to use your personal data for these purposes, and they’re as follows:

Performance of a contract

To provide you with the products and services that you’ve requested; or to carry out activities which we’ve been appointed by your letting or estate agent to provide on behalf of you or your landlord.

Consent

To provide you with marketing information about relevant services or products.

Legitimate interests

To use your personal data for any other purpose described in this privacy policy. “Legitimate interests” means we have a business interest to process your personal data that we consider lawful, justified, fair and carried out transparently.

When we process your data in relation to the OVO Priority Services Register, this may involve processing of data concerning your health. This is classed as “special category” data and Data Protection Law requires an additional condition is met in order for it to be lawfully processed. Details about this are provided in OVO Privacy Policy.

 

8. AUTOMATED DECISION-MAKING

We use automated decision-making tools which process data using algorithms that determine the likely energy consumption and broadband speed at the property you are moving to (this means they’re carried out by computer systems automatically). 

Our service partners may also use automated credit-scoring assessments to check how suitable it is for you to take any product or service on a credit basis, and to manage any debt related to your account. 

You can appeal against solely automated decisions and request a personal review to provide an explanation of how the decision has been made. If you need help with this, just get in touch using our contact details in section 14.

         

9. HOW YOUR PERSONAL DATA IS SENT OUTSIDE OF THE UK AND EUROPEAN ECONOMIC AREA

We, or our suppliers, may transfer personal data that we collect from you to third party data processors located, or with servers located, in countries that are outside of the European Economic Area (EEA). Where we transfer data outside of the EEA, we ensure that adequate safeguards have been put in place to protect your personal data.


This means that we’ll:

  • Make sure the country where your personal data will be handled has been deemed “adequate” by the Information Commissioner’s Office (“ICO”) in accordance with the UK GDPR.
  • Include standard data protection clauses (approved by the ICO for transferring personal data outside the UK and EEA) in our contracts with those third parties – these are the clauses approved under Article 46.2 of the UK GDPR.

 

10. HOW LONG WE KEEP YOUR DATA

We keep your personal data for no longer than is necessary. This means that when we don’t need it any more we delete it. The length of time we keep it all depends on why we’re using it and/or what we need to do to comply with applicable laws and to establish, exercise, or defend our legal rights.

If we only use your data for local council and water authority notifications, we’ll keep it until we’ve completed the notifications. 

If you sign up to any energy or telecom product via the Tili platform, the relevant companies will keep your data for the periods they outline in their own privacy policies.

For marketing purposes, unless you tell us otherwise, we’ll keep this for six months after you register with Tili.

In some circumstances, we might anonymise your personal data (so that it can no longer be associated with you) and use this indefinitely, without further notice.

 

11. SECURITY

We have appropriate security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

Whilst we take appropriate technical and organisational measures and have in place physical and electronic procedures necessary to safeguard the personal information that you provide to us, no transmission to or from us by post, email, phone, SMS or over the Internet can ever be guaranteed as entirely secure. Communications over the web are not secure and as such, we can’t accept any liability or responsibility for any unauthorised access or loss of personal information.

We also have procedures in place to deal with any suspected data security breach. We’ll notify you and any applicable regulator of a suspected data security breach where we’re legally required to do so.

Where we’ve given you (or where you’ve chosen) login details which enables you to access Tili or other services of ours, you’re responsible for keeping these details confidential.  You agree that you won’t share your login details with anyone else.

 

12. HOW WE MAY CHANGE THIS PRIVACY POLICY

We may change this privacy policy from time to time. If we make changes, we’ll let you know by revising the date at the top of this policy.  If they’re major changes, then we may let you know by getting in touch with you.

 

13. YOUR RIGHTS

You have a number of rights under data protection law in relation to the way we process your personal information. These are set out below.  

Our contact details are provided in section 14.

On receipt of a request, we’ll respond within one calendar month. 

 

Your right

What does this mean?

1. Access

You have the right to a copy of your personal information we hold relating to you and details about how we process your data and the purposes we process it for.

2.  Rectification

You have the right to have inaccurate or incomplete details relating to you, updated.

3.  Erasure  

You have the right to have your personal data erased if there is no valid, lawful reason for us to continue to process your personal data.

4.  Restriction

You have the right to restrict or block the processing of the personal information that we hold about you, if you believe the personal information is not accurate and needs to be updated. 

5.  Object

You have the right to object to processing of your personal data where we rely on “legitimate interests” as our lawful basis. This isn’t an absolute right and must be able to demonstrate that, on balance, our business legitimate interests override the reasons upon which your objection is made. When the objection relates to direct marketing, this is an absolute right and we will stop.

6.  Automated decision-making including profiling  

You have the right not to be subject to a decision that is based solely on automated processing if the decision affects your legal rights or other equally important matters. This means you can request a personal review of decisions made without human involvement to understand the decision made; and to object to profiling in some situations.

 

14. GETTING IN TOUCH

If you have any questions about how we process personal information, or would like to raise any concerns or requests, you can contact us at:  

Email: [email protected]

Phone us: 0117 332 6900

 

OVO Data Protection Officer (DPO):

Email: [email protected] 

OVO Energy
1 Rivergate
Temple Quay
Bristol
BS1 6ED

 

Information Commissioner's Office (ICO):

If you’re not happy with our reply to any complaint or you think our processing of your data doesn’t comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO).

Telephone number: 0303 123 1113

Website: ico.org.uk

 

Information Commissioner’s Office

Wycliffe House, 

Water Lane, Wilmslow 

Cheshire SK9 5AF


Related information: Read our Cookie Notice