Privacy Policy




Under the terms of the GDPR you have the right to be informed about the personal information we collect, what we use it for, who we share it with and how long we keep it, and this is set out below.

By completing any form on any Group site you are agreeing to our collection and processing of personal data on the basis set out in this policy.

Our Services

The services we provide include: the provision of housing and other specialist accommodation; housing management and tenancy sustainment services; residential and domiciliary care; support services; debt advice and budgeting services; housing advice and assistance; training; mediation services; the provision of volunteering opportunities; room hire; furniture recycling and sale of household goods; house clearances; repairs and maintenance services; social enterprise development; and welfare benefits advice.

What we collect

We will only collect personal information we need to deliver our services and to manage your tenancy, residency agreement, licence or lease. We will ensure that the personal information we collect is updated to our systems in a timely manner, is accurate, and that it is not kept for any longer than is necessary.

How we are able to collect and process your personal information

We must set out the lawful basis by which we collect, use, retain and disclose your personal information, as well as your rights in respect of your personal information.

Where we process ‘special category data’, which includes information regarding your race, ethnic origin, political beliefs, religion, trade union membership, biometrics, physical and mental health, and sexuality we must also identify an additional lawful basis for processing.

Lawful Basis for processing personal data (including special category data) under Article 6 GDPR

Lawful Basis for processing special category data under Article 9 GDPR

We will collect, process and disclose special category data where:

Lawful Basis for processing special category data under Article 10 GDPR

Article 10 applies to data relating to criminal convictions and offences, which includes alleged offences, court proceedings and sentencing.

We will collect, process, and disclose data relating to criminal convictions where:

What we collect & when we collect it

We collect personal information about you at different times, in a number of different ways and from different sources. We may contact you by phone (including text messaging), email or by letter. Where we are having difficulty making appointments or engaging with you we may also use social media sites and information in the public domain to locate and engage with you.

The list below is not exhaustive as we may sometimes collect information in another way, but it gives you examples of the most common ways we collect information about you.

When you apply for a property or become a resident in our specialist accommodation.

It will be necessary for us to process the personal information we collect when you apply for, or are placed in, a property in order for us to be able to enter into the tenancy agreement, residency agreement, lease, licence or care contract (‘contract’) with you. It is also necessary for us to collect certain information when you apply for, or are placed in, a property to enable us to comply with our statutory obligations under the Immigration Act 2014, and also in order to prevent social housing or benefit fraud. The information we may collect and process when you apply for a property includes:

For our more specialist accommodation, additional personal information we may collect and process in order to enter into the residency agreement and care contract includes:

During your tenancy, residency, lease or licence with us for housing management purposes, or where it is necessary for the purposes of our legitimate interests, we may collect:

At the end of your tenancy, residency, lease or licence we will collect:

(The processing of this personal information is necessary for the purposes of our legitimate interests.)

When you receive other services from us

In order for you to receive any of the other services from us, for example, assistance with securing private sector accommodation, welfare benefits and debt advice, or for you to be able take up a volunteering placement with us, it may be necessary for us to collect and process additional personal information, including sensitive personal information, which may include the following where applicable:

This information is usually provided by you with your consent in order to be able to receive the services.

How we will use the information we gather

We use the information to:

Direct Marketing

We will process your personal information where necessary for the purposes of the legitimate interests of the Group.

From time to time we may send you information to let you know of services or other accommodation we can provide which may be of benefit to you. We may also contact you for other research and monitoring purposes using your preferred method of contact. However, you will be given the option to opt-out of receiving such materials and this will be recorded on our system to make sure we don’t send you any other direct marketing materials.

Who we share your information with during the management of your tenancy, residency, lease or licence.

We may share your information within the Group if it’s necessary for the effective delivery of services to you.

We will also share your personal information to ensure that we can meet your needs and deliver services to you, as well as comply any statutory or health and safety obligations. We may therefore share your personal information with, for example:

There may be other times when we disclose your personal information to others, for example:

We will not share your personal information with anyone who claims to represent you unless we are satisfied that you have given express authority for them to do so, or they act in a recognised official capacity.

In certain circumstances we may be legally required to share your information with third parties such as the police, government agencies, our Regulator (the Regulator of Social Housing) and other public bodies. Examples of these circumstances include:

Credit Reference Agencies and Housing Partners Ltd

If you are a tenant, we will share your personal information with Experian (a credit reference agency) via a credit checking service on the Home Swapper website. We will do this when you apply for a property with us as part of our checks to ensure that you are able to afford the property you have applied for before you enter into a tenancy agreement.

The Trust is also a member of Rental Exchange which is a scheme run by Big Issue Invest and Experian. The scheme allows tenants with little or no credit history, to build a credit history and to create an online proof of identity which, together with being able to show a track record of paying your rent, will enable you to access services such as bank accounts, credit cards, online shopping, cheaper credit and better gas and electricity rates.

In addition, sharing your tenancy records through Rental Exchange allows us to work more closely with you to manage your existing tenancy, and also enables Experian to use the information to assist other landlords and organisations to:

We will therefore share your tenancy details and rent payment history with the Rental Exchange and Housing Partners Ltd throughout your tenancy (unless you tell us you wish to opt out of the scheme by telephoning 01952 217100 or by calling into any Group office.)

How we will store your personal information

We store your personal information electronically where possible, however there maybe cases where we hold paper files. We are committed to ensuring that your personal information is secure. This means only those employees or others working on our behalf that need to see your personal information can access it. In order to prevent unauthorised access or disclosure, we have put in place suitable electronic and organisational procedures to safeguard and secure your personal information.

How long we will keep your information for

We will not keep your personal information for any longer than is necessary, and in accordance with any statutory and regulatory requirements.

Your Rights

Under the GDPR your rights in relation to the personal information we hold about you have been enhanced and are detailed below.

You have the right to:

Changes to our Privacy Notice

This Privacy Notice may change from time to time, and we will display any updated notice on our website.

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