Check the letter itself for your Experian offer details and activation code, then enter that code at identity.experian.co.uk/get-started/protection to enroll. The offer is 12 months of free enhanced Experian credit and identity monitoring, branded Experian Identity Plus. Experian Identity Plus means monitoring of credit activity and identity exposure, plus alerts about changes. Southern Water sent the letters after its review pointed to a limited group of customers and employees for notification.
Table of Contents
- Why you received a letter
- What data your letter may list
- How to activate the Experian offer
- What if signup fails or codes run short?
Why you received a letter
Southern Water confirmed in January 2024 that the Black Basta ransomware group claimed responsibility after allegedly stealing 750GB, including passports, ID cards and employee data, as reported by ITPro. Forensic review then indicated that 5-10% of its 2.7 million customer base, plus current and some former employees, would be notified.
According to Computer Weekly's February 2024 reporting, Southern Water informed the ICO and government. A letter therefore means your details fell within that notification group, not that every Southern Water customer was affected.
What data your letter may list
A customer notification letter seen by reporters listed names, dates of birth, national insurance numbers, bank account and sort codes, and payment reference numbers, as reported by The Register. Your own letter controls which of those categories applies to you.
Use that list to set priorities. Bank account and sort codes point to bank-statement checks, while name, birth date and national insurance number point to identity and credit checks.
How to activate the Experian offer
Southern Water describes the 12-month Experian Identity Plus offer and enrollment route in its October 2024 investigation update. The notification also included security advice.
- Find the Experian details and activation code printed in your letter
- Go to identity.experian.co.uk/get-started/protection
- Enter the printed code and complete Experian enrollment
- Activate within two months of receiving the letter to obtain 12 months of coverage
What if signup fails or codes run short?
Southern Water lists help contacts in its FAQ pages. If signup fails, contact Experian on 03444 818182, 8am-6pm Monday-Friday.
If more than two people are named in one household letter, request extra codes from the Southern Water team on 0330 303 0277. Southern Water told customers that Experian links in its letters and emails are safe, directed questions to 0330 303 0025, and set a two-month activation window. Monitoring alerts to credit changes and dark-web exposure but does not prevent misuse, so still watch bank statements and verify unexpected calls, texts or emails independently.
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