Privacy - Frequently Asked Questions

Keeping water bills affordable is an important aim of both the Government, and the nation’s water companies. Unpaid water and sewerage charges mean that customers end up paying more. It is estimated that, in England and Wales, unpaid bills add around £16 to each customer’s annual charges (almost 4% of the average bill).

The domestic debt owing within the water industry was in the region of £1.4 billion pounds in 2010/11. About 80% of this debt is within the rental sector. This is largely because water companies often do not have correct, or sufficient, information about the occupying consumer.

The water industry has worked with the government and the letting sector to design the Landlord Portal. Its purpose is to help water companies ensure that the person benefiting from water and sewerage services at a rented property pays the amount due. We hope that, by reducing the amount of outstanding debt, everyone’s charges can be reduced.

The Landlord Portal will provide a system for recording information about tenants in rental properties in England and Wales. Landlords, and their managing agents, will add information about their new tenants. This will be stored securely by the Landlord Portal and then made available to the supplying water companies, so that they can collect water and sewerage charges.

The Landlord Portal is run by Landlord Tap Limited. This company was set up by the water companies within England and Wales. You can contact Landlord Tap Limited via LTAPHelpdesk@candc-uk.com or on +44 207 157 9807.

Before the Landlord Portal, landlords updated water companies by telephone or by letter, giving details of new tenants. The Landlord Portal allows this process to be carried out online. It offers a more up-to-date, efficient method of providing and accessing information about tenants, so that both landlords and water companies will find the process easier.

The information collected will be used for the purposes mentioned in FAQ 5 below and detailed in our Privacy Policy available here: Privacy Policy.

The information uploaded is limited to what is required for the purpose of billing customers in order to collect water and sewerage charges, confirming the addresses of Tenants, carrying out duties and functions as a water and/or sewerage undertaker under the Water Industry Act 1991 and other lawful purposes in accordance with the General Data Protection Regulation (“GDPR”) and UK data protection laws.

Landlords will be required to provide the following information about their tenants:

  • Name
  • Address of property to be billed

We also request the following tenant information from landlords:

  • Date of birth
  • Email and telephone
  • Start/end date of tenancy agreement
  • Previous and forwarding addresses
  • Meter readings

Please refer to our Privacy Policy for further details about how personal data is collected, used, and our lawful basis for processing. Privacy Policy

We will have appropriate measures in place to ensure that tenant information is secure at all times.

Access to tenant information is strictly controlled by Landlord Tap Ltd and by participating water companies. Users have to keep their login details secure and the water companies have procedures to prevent any unauthorised access to the Landlord Portal. Water company users are trained in correct use of the Landlord Portal. The Landlord Portal logs all access by water companies to ensure that stored tenant information is used appropriately.

The Landlord Portal, and all the tenant information it holds, is kept within the UK and protected by the UK General Data Protection Regulation (“UK GDPR”) and UK data protection laws.

If the water company involved transfers personal data outside of the UK to its partnered contractors, they must ensure that any personal data thus transferred is processed in accordance with the UK GDPR and UK data protection laws.

Landlord Tap will keep tenant information for 3 years, after the end date of the tenancy. The supplying water company that has access to the tenant information may keep a copy for a different period, in accordance with its own retention policy.

You can contact Landlord Tap Ltd at LTAPHelpdesk@candc-uk.com or on +44 207 157 9807. Landlord Tap Ltd will send you an application form and details of the access request procedure.

Please refer to our Privacy Policy for further details about your rights in respect of your personal data. Privacy Policy

Landlord Tap requires landlords to confirm that the details which they submit are correct, and that they have notified their tenants that their information is being made available for water companies. This follows the recommended ICO Guidance.

If you are concerned about the accuracy of any information held which relates to you, or you wish it to be removed entirely, you will first need to check what (if anything) is held about you on the Landlord Portal. You can do this by contacting Landlord Tap Ltd (see FAQ 9). If you think that the information is incorrect, or out of date, please contact Landlord Tap at LTAPHelpdesk@candc-uk.com or on +44 207 157 9807, explaining the situation. Landlord Tap will then liaise with the relevant landlord/water companies to check the information and, if necessary, Landlord Tap will amend or remove it.

Please refer to our Privacy Policy for further details about your rights in respect of your personal data. Privacy Policy

About Us

Landlord TAP Ltd is a company established by Water UK in order to develop a single national website to make it easy for landlords and managing agents to provide information to water and sewerage companies relating to tenants who are liable for water charges at their properties.

This website and its content are copyright of Landlord TAP Ltd 2014. All rights reserved. v8.3.0

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