Help and Contact
Explaining cookies
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.
This website makes use of cookies to monitor visitor sessions. No personal information is stored in the cookie that is issued by the site. The value stored in the cookie is an anonymous identifier, which is not linked to any other personal information you may give us during your visit. If you do not wish to receive these cookies you can disable them in your browser, though doing so may affect the functionality of our website.
Most web browsers allow some control of cookies through the settings. You can find out how to see which cookies are being used and how to manage them on the All About Cookies website.
How to change your cookie preferences
You can use our cookie preferences center to choose which cookies you’d like to accept and which you want to turn off. You can change these preferences at any time.
How we use cookies
We may collect technical data about the type of web browser and computer operating system you use, and the pages you visit and interact with.
This information does not identify you as an individual. It is only used for tracking site use so we can learn from and improve your experience on our site.
We may also place a cookie on your hard drive that will help us to identify you when you return to the site. This will allow us to tailor content to your personal preferences and account status.
If you do not wish to use cookies you can disable them in your web browser settings, and remove them from your computer when you clear browser history data.
Essential Cookies
| Group | Cookie | Purpose |
| Load Balance | AWSALB | These are load balancing cookies. These are used to direct your requests to the correct server or servers during your time using the website so that demand is spread out across our severs efficiently. |
| Load Balance | AWSELB | These are load balancing cookies. These are used to direct your requests to the correct server or servers during your time using the website so that demand is spread out across our severs efficiently. |
| Load Balance | AWSALBCORS | These are load balancing cookies. These are used to direct your requests to the correct server or servers during your time using the website so that demand is spread out across our severs efficiently. |
| Load Balance | AWSELBCORS | These are load balancing cookies. These are used to direct your requests to the correct server or servers during your time using the website so that demand is spread out across our severs efficiently. |
| Adobe Analytics | AMCVS | This is an Adobe Analytics cookie that shows if Analytics are enabled. |
| Adobe Analytics | AMCV | This is an Adobe Analytics marketing cloud ID cookie that tells us about the device being used to interact with the website. |
| WSS | JSESSIONID | This session tracking cookie allows our servers to respond to your actions while you're browsing our website. For example, if you use a link, the cookie helps to make sure the right information appears on your screen. The website would not work without it. |
| WSS | CookieControl | This is a cookie that helps the website remember which cookie categories you have chosen to accept and reject. |
| LivePerson | LPSID | These are session cookies for our virtual assistant, Juno. These cookies are used by Liveperson, the company who helped us build her, to identify returning users. |
| LivePerson | LPVID | These are session cookies for our virtual assistant, Juno. These cookies are used by Liveperson, the company who helped us build her, to identify returning users. |
| Recite Me | Recite | This cookie is used by the accessibility tool we use on the website, Recite Me. This enables users with accessibility needs to use the website effectively by changing the text size, changing the colour contrast on pages, or have text read aloud. |
Analytics Cookies
| Group | Cookie | Purpose |
| Adobe Analytics | gpv_pn | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_cc | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_getNewRepeat | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_ppn | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_ppv | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_ppvl | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | s_sq | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Adobe Analytics | ttc | These cookies collect anonymised information about how which web pages are visited, how long users spend on pages and what users search for. This information is used by Adobe Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Google Analytics | _ga | These cookies collect anonymised information about how visitors use our website, including the number of visitors to the website, where visitors have come to the website from, and the pages they visited. This information is used by Google Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Google Analytics | _gid | These cookies collect anonymised information about how visitors use our website, including the number of visitors to the website, where visitors have come to the website from, and the pages they visited. This information is used by Google Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Google Analytics | gat_gtag_UA | These cookies collect anonymised information about how visitors use our website, including the number of visitors to the website, where visitors have come to the website from, and the pages they visited. This information is used by Google Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
| Google Analytics | _gat | These cookies collect anonymised information about how visitors use our website, including the number of visitors to the website, where visitors have come to the website from, and the pages they visited. This information is used by Google Analytics, which is a tool we use to help us identify problems on the website and assess its performance. |
Survey Cookies
| Group | Cookie | Purpose |
| Qualtrics | #sessionID | This cookie is placed when you start a survey session on the same browser where you are working on another one. |
| Qualtrics | Survey ID | The Survey ID cookie appears when you have both Save & Continue and Prevent Ballot Box Stuffing disabled in the Survey Options before starting a survey session. |
| Qualtrics | QST | The purpose of this cookie is to record the survey taken and prevent the user from taking the survey again. These cookies appear when you submit a survey session while Save & Continue and Prevent Ballot Box Stuffing are disabled in the Survey Options. |
| Qualtrics | reloadSession | This cookie is for surveys using an SSO Authenticator. This cookie helps inform Qualtrics what session to reload after the respondent leaves and comes back. |
| Qualtrics | -singleReload | Appears when you start a session with Save & Continue enabled. |
| Qualtrics | TRACK_TLS1_0 | This cookie is used for tracking clients connecting to Qualtrics using TLS1.0. |
| Qualtrics | n/a | This cookie tracks the Urls of the web pages that the user visited. If local storage is disabled, we store some other values in cookies. |
| Qualtrics | QSI_S_ | The cookie name is use to capture visitor sampling, request sampling, the percentage (for the individual visitor), and number of times the visitor has visited the site. |
| Qualtrics | QSI_SI_ | This cookie is used to track whether we should display the Intercept on repeated user visits. |
| Qualtrics | QSIPopUnder_PopUnderTarget_SI_ | This prevents multiple windows from crowding a client by checking if other Pop Unders are being displayed already, and preventing repeated display. |
| Qualtrics | __cfduid | This helps Cloudflare detect and mitigate the impact of visitors to our website. This cookie is a security feature. |
| Qualtrics | Q_INTER | This value contains the unix timestamp of all Intercept Impressions made on the domain. We use these timestamps to decide whether or not to show another Intercept when evaluating Intercept targeting logic. |
| Qualtrics | QSI_OptInIDsAndWindowNames | This value contains the Intercept ID mapped to any Pop Under opened by said Intercept. This is then used to update the Pop Under with updated Embedded Data upon navigation (unload). |
| Qualtrics | QSI_SI_ems4B7oQNmTA194_intercept | This value helps us ensure the Top Tasks survey is presented only once every six months per user. |
Targeting Cookies
| Group | Cookie | Purpose |
| Adobe Target | Mbox | This cookie gives us the ability to test which content is more relevant to you, and show you personalised content based on your behaviour. |
| Adobe Target | at_check | This cookie gives us the ability to test which content is more relevant to you, and show you personalised content based on your behaviour. |
How your visit to the website will be affected if you turn off cookies
You won’t see much of a difference in your general browsing of the site, however when you log in to your account, your experience will be affected.
The cookies are used to help provide accurate and tailored information about your account, bills, payments and other aspects of account management.
Turning off cookies will mean that you may encounter problems when trying to make payments and carry out other tasks.
Third party cookies
Throughout our website we have integrated social media share buttons from third party websites such as Facebook and Twitter.
Pages with this embedded content may present cookies from these websites over which Severn Trent Plc has no control.
You should check the relevant third party website for more information about how these cookies are controlled. We do not pass any data collected onto third parties.