At Waterloo Housing Group Limited, we are committed to safeguarding and preserving your privacy at all times.
This Privacy Notice explains what happens to any personal data that you provide to us, or that we collect from you.
It applies to personal data relating to applicants for housing (rented and low cost home ownership), tenants/leaseholders and other service users. It tells you the purposes for which we may process your personal information and the legal basis for this. The Group is committed to being transparent about how it uses and collects personal data and to meeting its data protection obligations.
You can download the Policy as a PDF, or read it in full on this website, below:
|Privacy notice (customers).pdf, 146 k||Download|
For the purpose of the Data Protection Act and General Data Protection Regulation (GDPR), Waterloo Housing Group Limited is what is known as the data controller. We will only process your personal data if one or more of the following conditions are met:
For certain special categories of personal data (for example race, ethnic origin, religion or belief, health data or sexual orientation) we will only process this in the following additional circumstances:
In addition we will process this data for reasons of equality of opportunity or treatment and where processing of the specified category/ies of data is necessary for the purposes of identifying or keeping under review the existence of equality of opportunity or treatment.
We may collect the following information about you in order to operate as a registered provider of housing and deliver efficient and effective services to customers:
Generally, the information we hold will have been provided by you, but we may also hold information provided by third parties where this is relevant to your tenancy, lease or housing application. For example, information provided by social workers or health professionals such as doctors and occupational therapists.
We will only ask for personal information that is appropriate to fulfil our services to you.
Please note too that we will only contact you to undertake any general market research or to send you any direct marketing of products or services where you have given explicit consent to this, which you can withdraw at any time. Such consent is not required however for the performance of any contract you may have with us.
We require this information to understand your needs and provide you with a better service. In particular, we need it for the following reasons:
We will not collect any personal data from you that we do not need in order to provide our services to you.
The personal data we hold is used for the reasons highlighted above. We have clear data protection measures in place (both automated and otherwise) to ensure we protect your data. Please ask to see our relevant data protection policies and procedures.
We will treat your personal information fairly and lawfully and will ensure that the personal information is:
We are committed to keeping your personal details up to date and we would request you to inform us of any changes needed to ensure your details are accurate. To help us ensure confidentiality relating to your personal information we will usually ask you security questions to confirm your identity when you call us.
All personal data is held for the period outlined in our Data Retention Policy. This period may vary depending on the purposes for which the data has been collected, but will be destroyed in all cases following the expiry of the stated retention period.
We are committed to ensuring that your information is secure. All our staff have contractual obligations of confidentiality, enforceable through disciplinary procedures. All staff will receive appropriate training on confidentiality of information.
We take relevant organisational and technical measures to ensure the information we hold is secure – such as holding information in secure locations, restricting access to information to authorised personnel, protecting personal and confidential information held on equipment such as laptops with encryption. However, the transmission of information via the internet is not completely secure and so we cannot guarantee the security of data sent to us electronically.
We use a number of data processors who act on our behalf to process personal data. Please refer to the Appendix which provides the details of who these are.
All these organisations are subject to the same legal rules and conditions for keeping personal confidential data secure. We ensure that our partner agencies have contracts / information sharing agreements which outline that your information is processed under strict conditions and in line with the law. Waterloo Housing Group Limited remains the data controller (the organisation responsible for determining the purposes for which and the manner in which personal data is used under the Data Protection Act and General Data Protection Regulation) of such information at all times.
Cookies are small text files which, with your permission, are placed on your computer's hard drive by websites that you visit. They are widely used to help websites work more efficiently, to analyse web traffic and to gather information about your preferences.
We use traffic log cookies to identify which pages of our website are being used. This helps us improve our website and tailor it to our visitors’ needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Cookies do not enable us to identify you personally and do not give us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from using all the functions of the website.
Our website contains links to other third-party websites of interest. When you use these links to leave our site, please be aware that we do not have any control over these external websites. We cannot be responsible for the protection and privacy of any information which you provide whilst visiting these sites and they are not governed by this privacy statement. You should be careful about the information you provide and look at the privacy statement applicable to the individual website.
Our website uses Google Analytics to analyse the traffic on our website. For more information on Google's services please go to https://support.google.com/analytics/answer/6004245 or www.google.com/analytics
Where applicable, we may disclose your personal information to any member of our Group, including our subsidiaries.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.
There may be times when we may need to share personal information with third parties for the purposes outlined in this notice, or where we are legally required to do so. The main examples will be as follows:
As a data subject you have a number of rights.
You may request details of personal information which we hold about you under the Data Protection Act. If you would like a copy of the information held on you please write to Andrew Bush at Waterloo Housing Group, 1700 Solihull Parkway, Birmingham Business Park, Solihull, B37 7YD or email email@example.com. We will need to first verify your identity in order to provide this information to you and will normally do so within 30 days from receipt of this. There may however be some exceptions to this where we will contact you within 30 days to advise of this.
If you believe that any information we are holding on you is incorrect or incomplete please write to, or email, us as soon as possible at the above address. We will promptly correct or delete as appropriate any information found to be incorrect.
In some circumstances data subjects have the right to erasure of personal data. This is not an absolute right however and we may refuse this in a number of circumstances e.g. where the data is needed to comply with a legal obligation, for the exercise of legal claims or for any vital interests or tasks carried out in the public interest.
In certain circumstances there is a right to restrict data processing. These are as follows:
In such circumstances, restricted data may only be processed with consent, in relation to legal matters or to protect the rights of another individual. We will then inform individuals should we decide to lift a restriction on processing.
In some circumstances data subjects have the right to object to processing of their personal data, although there are a number of legitimate grounds on which Waterloo may not agree to this (e.g. to establish or defend a legal claim, or there are compelling grounds for the data processing).
If you wish to raise a complaint about how we have handled your personal data, please contact our Data Protection Officer who will investigate the matter. Our Data Protection Officer is Andrew Bush and you can contact them at Waterloo Housing Group, 1700 Solihull Parkway, Birmingham Business Park, Solihull, B37 7YD or email firstname.lastname@example.org.
If you are not satisfied with our response or believe that we are not processing your data in accordance with the law you can complain to the Information Commissioner's Office (ICO). You can contact the ICO at the following address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Please also see http://www.ico.org.uk/
The following are third party data processors who act on our behalf to process customer personal data (including tenant/leaseholder/housing applicants). Please note that they may only process data on some customers, which will vary according to the purpose of the data processing. We may add or replace data processors from time to time.
Aaron Services Ltd
Denniss & Marwood
Door Security Systems
FIS Fire Industry Specialists
G Harrison Buildrite
ISS Technical Services
Liberty Gas Ltd
Marketing Means (UK) Limited
Mitie Maintenance Ltd
PJ Lilley Ltd
Resource Print Solutions
Taylor Pearson (Construction) Ltd
Woodlands Property Services Ltd