Privacy policy

Watermans website is owned and operated by The Hounslow Arts Trust Ltd.

We are committed to safeguarding your privacy online. We’ve written this Privacy Policy to explain what data we collect, why we collect it, and what we do with it. Personal data is very important, and we hope you can take the time to read the Policy carefully.

This may change from time to time so please do check it periodically.

Personal data

Personal data is information about you: for example, your name, address, date of birth, credit card details and so on. It’s information that can be used to identify you.

Watermans collects personal data for various reasons which we explain here. Watermans is the Data Controller. Sometimes we will process your data ourselves, sometimes (for example, selling you a ticket), a third party company will do the processing. This is called data processing. We’ll explain this too.

The person in charge of Data Processing for Watermans is the Data Protection Officer. You can contact them by email on

We only process your data if there is a legal basis to do so. We’ll explain this as we go along.

There are several ways in which we might collect and process your personal data:

1          Ticketing Data

When you purchase tickets, gift vouchers, merchandise or membership through our Box Office at Watermans, your name, e-mail, phone number and address will be stored by our ticketing partner Ticketsolve and our Credit Card processor WorldPay. Both these data processors will retain data for audit purposes only.

2          Online Data

When you book tickets online, your data is shared between Watermans, Realex (this is the payment gateway), and Ticketsolve, in order to process the transaction.

The legal basis for these first two categories of processing, is that we’d need to process your personal information in order to fulfil the contract between us. We’d retain your data appropriately.

3          Mailing List

We like to let you know what we’re doing and what’s coming up. We do this through our mailing list, and only with your consent. Your consent would provide the legal basis for us to do this.

You can choose to join our mailing list when you open or update your Ticketsolve account. You can opt in to receive email and/or mail from Watermans, and choose whether Watermans can share your data with third parties funded by Arts Council England. You can choose what you would like us to tell you about by ticking the relevant boxes. You can update your preferences at any time and as often as you like, by accessing your account via or by updating your preferences in any email we send, or by contacting the data protection officer as described. This data is used to send marketing updates and/or information on how you can support Watermans.

You can also opt in to receive marketing and/or fundraising emails via the email sign up form on our website, without opening a Ticketsolve account. In the same way as with Ticketsolve, you can choose and update your preferences for what you want to hear about and unsubscribe at any time. The data processor is Mailchimp, as above.

For print mailings, we use the data processor First Move.

We gather statistics about email opening and clicks, using industry standard technologies to help us monitor and improve our marketing.

The legal basis for this processing would be your consent. No consent: no processing.

4          Parking

When we issue a permit to our Friends or a Guest of Watermans then we will process your personal data for parking.  We use our contracted data processor Zatpark to manage permits linked to your name, address, and telephone number.

Our legal basis for this processing is to fulfil our contract to manage your parking permit.  Your data is retained in line with our retention statement (see the section about Retention, later on).

5          Feedback

We will contact you once a year with a survey about your general experience of the venue if you have attended an event in the past year. Occasionally, we may send you a feedback form about an event you attended.  Our legal basis for this communication is Legitimate Interest: we rely on your thoughts and feelings to inform where we take the programme and service.  Your responses to these surveys are processed through Survey Monkey (see section 7) and responses given are anonymised.

Whenever you get in touch with us to give direct feedback (by email, over the counter or over the phone) about your experiences of our service, we store and process the personal data you give, in order to assure that every piece of feedback is given an appropriate and timely response.   This processing is done on site by our Customer Relations team.  Our legal basis for this processing is in the legitimate interest of improving our service based on your feedback.  Your data is retained in line with our retention statement (see the next section).

6          Consent Data

For certain events we might ask you to give additional information about a young person when you give consent for them to take part in an activity.  This data is held alongside your normal customer data within Ticketsolve and then processed locally so that workshop leaders have it at their fingertips in case of an emergency.  Our legal basis for this processing is so that we can fulfil our contract to safely support your young person throughout their visit.

Paper copies of this data are made and then destroyed on the day of the event, and digital data is retained in line with our retention statement (see the section later on).

7          Our Data Processing partners

Ticketsolve, Realex, MailChimp, WorldPay, Zatpark and Survey Monkey have implemented appropriate technological measures to protect against accidental loss, destruction, damage, alteration and disclosure. If you’d like to know more about these organisations, here are links to their Privacy Policies.

8          Retention

We keep your data only as long as we need to, or the law tells us to, or you want us to.

For tickets and mailing lists, we will retain your data until you tell us not to, or until five years have passed with no activity on your account. (We’ll check our records every six months.)

For customer feedback, we retain your data until the feedback has been actioned.

9          Examination, Correction and Deletion

At all times you have the right to view your personal data that we hold. This is called a Subject Access Request. Contact or call us on 020 8232 1010 and we’ll get onto it.

You will be asked to verify your identity before we release any information to you, and we will endeavour to provide a full report within 30 days of verification.

If you would like to revise the information provided to us at any time, or feel what we currently have on record is incorrect, you can update the information by e-mailing

We may from time to time ask you for further information in order to update our records or for particular purposes.

We will always tell you how we will use any further personal information received from you.

10        Log Files

Every time someone visits our web site a log file is generated.

The log file records the time and date of your visit, the files that were requested, your IP (Internet Protocol) address, the referrer URL (if provided) and the browser version. We collect this information to help us diagnose problems and administer our systems and to audit the geographical make-up of users and how they have arrived at our site; that is, from what other sites have visitors arrived – this information being obtained from the referrer URL.

We do not link IP addresses to anything personally identifiable, which means that you remain anonymous even though we include your IP address in our aggregate information. However, we can and will attempt to use IP addresses to identify a user when we feel it is necessary to enforce compliance with our terms and conditions, or to protect our services and other users.

11        Cookies

Cookies are small pieces of information that are stored by your browser on your computer’s hard drive. They make it possible for us to provide our online ticketing service and track visitor statistics, such as returning visitors.

Cookie Data Purpose
Universal Analytics (Google) _ga




These cookies are used to collect information

about how visitors use our website. We use

the information to compile reports and to help

us improve the website. The cookies collect

information in an anonymous form, including

the number of visitors to the website, device

used, where visitors have come to the website

from and the pages they visited.


12        Use and Disclosure of Personal Data

If we are requested by the police, or a regulatory or government authority investigating illegal activities to provide information concerning your activities whilst using the network, we must do so.

13        Protecting Your Personal Data

We take every precaution to protect your information.

To this end all Personal Data is kept on a server in a secure environment. Only employees and approved contractors/developers we may appoint from time to time and who need the information to perform a specific job are granted access to Personal Data.

Please note that our processors Mailchimp and Survey Monkey are based outside of the EEA and use servers located in the United States.  These processors have proven to us that they robustly protect your data by carrying the EU-US Data Shield accreditation that is recognised by our own Information Commissioner’s Office as a standard of excellence.

14        Users Under 18

If you are under 18, please ensure that you obtain your parent/guardian’s consent beforehand whenever you provide Personal Information to the website. Users without such consent are not allowed to provide us with Personal Information.

15        Your Right to Query or Complaint

If you have any queries or concerns regarding your personal Information please contact Watermans Data Controller, the Operations Manager 020 8232 1026 or email

Should you feel that Watermans have in any way mishandled your personal information or are operating illegally you can contact the Information Commissioner’s Office on 0303 123 1113 or navigate to in your web browser.