Arches Housing respects the privacy of its residents and customers. Your contact with us generates records including records of some personal information that is subject to the General Data Protection Regulation 2018 (GDPR). This privacy notice explains our approach to data protection.
How we collect personal information
We collect information in a variety of ways including via the website, on various forms, and contracts, and through our ongoing contact and correspondence with you, with other support agencies that relates to you, and from people associated with you such as family, friends and neighbours. We record calls to and from our office.
If you provide us with personal information relating to members of your family or your associates we will assume that you do so with their knowledge and consent. Information you give us relating to those that live with you will be retained and processed as this information is necessary for us to carry out our duties as a landlord as set out in the tenancy agreement.
It is important that you notify us of any changes to your personal information as soon as possible so that we can contact you easily.
What information we hold
When you apply to become an Arches Housing customer, we obtain information to determine your housing needs. This includes information relating to you and your household such as their name and date of birth and contact details. We also collect information about your household’s ethnicity and religion to allow us to monitor equality and diversity. This is sensitive information which we keep safe by only allowing it to be visible to those that need to see it in our systems. We may also record information relating to any disabilities or vulnerabilities that you tell us about which we think may affect the service we provide to you. In order to help us assess your application, we may ask you for details of your finances to ensure that any property we offer you is affordable and also take up references from other housing providers/private landlords, your mortgage lender (if you own/have owned your own home), the Police, the Probation Service, support workers, social workers, mental health workers and credit reference agencies.
Once you become an Arches Housing customer, we will also need to record benefit and council tax information, feedback from our contractors about their appointments with you and other aspects of our routine contact with you. We will record information whenever you contact us or use our services and we will note any action taken, for example logging repairs, so that we have a record of what happened. We may also keep photographic records of you in order to help us identify tenancy fraud.
We might take photographs at events that we organise and host. We may use the images on our website, in brochures and other publicity material (such as newsletters) and provide them to the media for publication in local or national newspapers. We will always give you the option not to be included in a photograph. Where group shots are to be taken there will be a sign warning that photographs are being taken and any individual photographs will only be taken with your consent in writing.
Who the personal information relates to
We collect and hold personal information about:
Customers - This includes current, former and potential customers who live in our properties and includes members of their family and people associated with them.
Visitors - Visitors to our website and our offices. Anyone who makes a complaint or enquiry to Arches Housing.
How we use our records
We keep records to allow us to:
How long we keep your information
We only keep your information for as long as is necessary for us to provide you a service or for the length of time we need to for legal reasons. This means that if you become a customer of ours, we will keep your information for seven years after the end of your tenancy. After that time the information is anonymised. If you are not a customer but we record your information on our systems we will anonymise the information when it is no longer required, this will not be more than 2 years after your last contact with us.
Our legal basis for processing your information
The majority of our data processing is performed on the basis that it is necessary in order for us to fulfil our contract with our customers. In some cases we might be legally obliged to process information in a certain way, such as sharing information with Local Authorities in order for them to process benefit claims. In other rare occasions our legal basis for processing is legitimate interest, for example where processing data in a certain way to make sure we do not incur financial losses that we should not be liable for.
"Sensitive" personal information
Under the GDPR, certain personal information is classified as “sensitive”. Sensitive data is information relating to physical or mental health, sex life, religious or philosophical beliefs, political opinions, membership of a Trade Union, biometric information, allegations of criminal offences and criminal convictions and offences.
We minimise our holding and use of sensitive categories of personal information but, given the services we provide, there are times when we use it to understand our customers and their needs better, for example when providing accommodation for disabled persons, when resolving neighbourhood disputes involving alleged criminal activity or when helping someone to access other services. When we collect specific sensitive data we will notify you of how we will use it, including who it may be shared with, and seek your consent to this.
We would like to provide you with information about events, services and other information that we think you may find interesting. We may send you such information by post, email or contact you by telephone. You can let us know at any time, how you prefer to be contacted or if you do not want us to contact you with this information.
We never provide your personal information to other companies for their marketing purposes.
Sharing your information
We will keep your personal information secure and confidential. Our staff have restricted access to personal information on a “need to know” basis. We may share information with contractors, or agencies we work with, such as Local Authorities, Social Services, Police, other social landlords when we believe it is in your, or the public’s, interest to do so. We will also disclose information as required by law.
In particular, please be aware:
Using our website
For further details, please see the ‘about Hotjar’ section of Hotjar’s support site at help.hotjar.com.
You have the right to ask us in writing not to process your personal information if it is causing or likely to cause substantial damage or distress, or for direct marketing. There may also be other specific circumstances where you may wish for us to stop processing your data, such as if you agreed to take part in a survey or signed up to an optional service. However, we need to maintain certain records to enable us to provide you with the services you enjoy.
You have the right to access any personal information we hold about you. If you would like copies of some specific information from your files, we will try to provide it as quickly as possible. Please contact our office, your Housing Officer or the Company Secretary.
If you require a substantial amount of your personal information, there is a formal process for this, under the GDPR, known as a Subject Access Request (SAR).
You also have the right to claim compensation if we fail to comply with the GDPR and you suffer damage as a result.
What you need to know about making a SAR:
Changes to our privacy notice
We will update this privacy notice to reflect changes either to the way in which we operate or changes to data protection legislation. We will bring any significant changes to your attention but to make sure that you keep up to date, we suggest that you revisit this notice from time to time at www.archeshousing.org.uk/privacy
We welcome any queries you may have regarding this privacy notice, or any information we hold about you. Please contact:
Arches Housing Limited
122 Burngreave Road
The Information Commissioners Office (ICO) is the UK’s independent body who upholds information rights in the public interest. Arches Housing are registered as a Data Controller with the ICO. Their contact details are below:
Information Commissioner's Office
Wycliffe House Water Lane
Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number
Fax: 01625 524 510
last updated June 2020