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invisible advantage ltd

It took us two years to find our company name! We realised that, when you work with us, you get a significant advantage. However, that advantage is ‘Invisible’. We believe that it is only the results of working with us that should be obvious, not the work itself. We all know people who’ve been to talks and training courses who emerge sounding like robots, or with a bunch of notes that just get thrown into a drawer. We never give scripts, or rules. We change people’s behaviour by inspiring them to think differently – so, ‘Invisible Advantage’! Our methodology is based on some simple, but extremely effective ideas: Entertainment and education go hand-in-hand. Every seminar, talk, workshop and training session should entertain at the same time as instruct. It’s the most fool-proof way of influencing people to take notice, to learn and to change their behaviour. The best teaching is easier to remember than to forget. We give people new experiences that will stay with them. Traditionally, delegates have been seen as passive receptacles for knowledge. We don’t believe this is effective – if you were only told how to ride a bike, you’d never learn, however once you’ve experienced riding a bike – you can never forget! On our courses, sessions and talks, attendees are active participants – engaging in learning ideas through enjoyable games, intriguing tasks and strategic exercises that make learning unforgettable and easy to apply. The best learning occurs when someone is presented with challenges, but in a supportive environment. We understand that taking on new ideas is an activity and does take effort, and this is difficult enough without added stress. Our content is carefully designed to become increasingly demanding while keeping the atmosphere fun, stimulating and ‘light’. Everything has to be related to the ‘real world’. Our way of working is designed to give people new skills and ways of thinking that are immediately useful. We keep theory to a minimum, and design our work around real-life role-play scenarios. Instead of talking about networking, we’ll re-create a networking event. Instead of discussing negotiation, we’ll get people negotiating. Instead of ‘presentation skills’ we’ll work with a real presentation. Working in this way means that people immediately see the relevance and are keen to try out their new skills. All the senses have to be engaged to create a rich learning experience. Learning really ‘sticks’ when someone enjoys it and is fully involved. Everyone learns in their own way, some people respond well to text, some to visuals, some to listening and reflecting, and some to getting up on their feet and trying things out on their own. We ensure that everything, from the invitations, through to the sessions and the follow-up, stimulates attendees in all these ways. Self-awareness is the key to change. If we want to develop, in any sphere, we have to know what we’re doing now – how we’re talking, how people react to us, how persuasive we are, how confident we appear, etc. Once we can see that clearly, we begin to see how to change. Woven throughout all of our work is the skill of developing self-awareness: physically, vocally and psychologically. Lee Warren Lee is co-founder of Invisible Advantage and delivers most of the public speaking engagements. He has spoken all over the globe at conferences, association events and internal meetings for many of the world’s largest organisations. He is the author of ‘How to Persuade Anyone To Do Anything (well, almost!)’ and ‘Grown-Ups Don’t Use PowerPoint’, two eBooks designed to help people who need to communicate more effectively in business. He’s currently working on a new book aimed at business presenters, due to be published in 2017. Lee has a strong background in sales, and is one of the U.K.’s most popular magicians – Prince William described him as ‘absolutely amazing’. He’s also a qualified Alexander Technique teacher and theatre writer. He’s written for The Almeida Theatre, The Royal Opera House and The Aldeburgh Festival. Lee is fluent in Spanish and good at playing the piano badly. Lee Warren “I’m passionate about the power of public speaking to create change. When I present, I try to bring the very best of the worlds of magic and business together to deliver something amazing that will also get results by speaking your language. I work hard to make sure that my sessions work for you. Starting with the outcome, I work backwards to design talks, seminars, keynotes & training sessions that are interactive, amazing and inspiring.” James Harwood James Harwood James was a co-founder of Invisible Advantage, and remains a Senior Associate. He advises on larger projects and strategy and delivers some of our training sessions and workshops. As well as a busy corporate trainer, James has been a professional West End actor and a teacher of The Alexander Technique. Matt Boardman Matt Boardman Matt is a presentation coach based in Madrid who also works on business development for Invisible Advantage. We’re convinced this makes us a global company! Matt is a graduate of Cambridge University, and was a leadership consultant at Deloitte. For five years he has delivered training in public speaking, building relationships and influencing techniques to charity volunteers in the UK, Kenya and Uganda. In his spare time he performs stand-up comedy. Our Associates We’re very lucky. Although we’re a small company, we’re connected to many of the leading experts in the fields of communication, PR, media, networking and sales. All of our associates are skilled at combining their subject knowledge with strong delivery and energy, which means that they can deliver the results you need through authentic, credible advice, delivered in a way which works. Our associates can work 1-2-1, with small groups or sometimes outside a learning environment – such as through Skype, teleconferencing and on-site presentation support.

education and skills training & development

Doncaster

Welcome to the Education and Skills Training & Development Ltd's privacy notice. Education and Skills Training & Development Ltd respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you. This privacy notice is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy notice. 1. IMPORTANT INFORMATION AND WHO WE ARE 2. THE DATA WE COLLECT ABOUT YOU 3. HOW IS YOUR PERSONAL DATA COLLECTED 4. HOW WE USE YOUR PERSONAL DATA 5. DISCLOSURES OF YOUR PERSONAL DATA 6. INTERNATIONAL TRANSFERS 7. DATA SECURITY 8. DATA RETENTION 9. YOUR LEGAL RIGHTS 10. GLOSSARY 1. Important information and who we are Purpose of this privacy notice This privacy notice aims to give you information on how Education and Skills Training & Development Ltd collects and processes your personal data through your use of this website, including any data you may provide through this website when you sign up to our newsletter, purchase a product or service, take part in a competition or enrol yourself or one of your employees onto one of our courses. This website is not intended for children and we do not knowingly collect data relating to children. It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them. Controller Education and Skills Training & Development Ltd is the controller and responsible for your personal data (collectively referred to as "COMPANY", "we", "us" or "our" in this privacy notice). We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the DP] using the details set out below. Contact details Our full details are: Full name of legal entity: Education and Skills Training & Development Ltd Name or title of DPO : James Hart Email address: james.hart@education-and-skills.com Postal address: 5C Oxford House, Sixth Avenue, Doncaster DN9 3GG Telephone number: 01302 802220 You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance. Changes to the privacy notice and your duty to inform us of changes This version was last updated on 1st July 2018 and is reviewed annually. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us. Third-party links This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit. 2. The data we collect about you Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows: · Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth, national insurance number and gender. · Contact Data includes billing address, delivery address, email address and telephone numbers. · Financial Data includes bank account and payment card details. · Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us. · Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website. · Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses. · Usage Data includes information about how you use our website, products and services. · Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences. We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice. We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences. If you fail to provide personal data Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time. 3. How is your personal data collected? We use different methods to collect data from and about you including through: · Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you: · apply for our products or services; · enrol on one of our courses – government funded or not · create an account on our website; · subscribe to our service or publications; · request marketing to be sent to you; · enter a competition, promotion or survey; or · give us some feedback. · Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. · Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below: · Technical Data from the following parties: (a) analytics providers such as Google based outside the EU; (b) advertising networks based inside the EU; and (c) search information providers based inside OR outside the EU. · Contact, Financial and Transaction Data from providers of technical, payment and delivery services based inside OR outside the EU. · Identity and Contact Data from data brokers or aggregators based inside OR outside the EU. · Identity and Contact Data from publicly availably sources such as Companies House and the Electoral Register based inside the EU. · Achievement of prior qualifications from the Learner Records Service and Department of Education via the ESFA or Student Loans Company 4. How we use your personal data We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances: · Where we need to perform the contract we are about to enter into or have entered into with you. · Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests. · Where we need to comply with a legal or regulatory obligation. Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us. Purposes for which we will use your personal data We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

ashley williams

1.1 This website is operated by [Happy Ashley LTD] (Company No. [9121932]) whose registered office is at [23-27 Arcola Street London E8 2DJ] (“we”, “us” or “our”). 1.2 These terms and conditions (“the Terms”) apply to the use of the website found at www.ashleywilliamslondon.com (“theWebsite”) including any mirror sites or future incarnations of the site. The Terms should be read in conjunction with the PrivacyPolicy found at the Website and (if applicable) any other information listed on the Website and shall together form the agreement between you and us. 1.3 It is important that you read and understand the Terms before using the Website or placing an order for goods from the Website. By accessing or using the Website, including placing an order, you are agreeing to be bound by the Terms. If you do not agree to the Terms, you should not use the Website or attempt to purchase goods from the Website. 1.4 The Terms may be modified from time to time without notice to you. The version of the Terms which will apply to any sale made through the Website will be the version found at the Website at the time the order is placed. These will be notified to you either by asking you to confirm before submitting the order or which shall be available from the page of the Website on which the order is submitted. If for any reason there is a discrepancy between the terms you are asked to agree and the terms which are displayed elsewhere on the Website, the former will apply. 1.5 You are responsible for making all arrangements necessary for you to have access to the Website. You are also responsible for ensuring that all persons who access the Website through your internet connection are aware of the Terms, and that they comply with them. 2. Placing an Order 2.1 When you place an order to purchase goods from the Website, your order is an offer to purchase those goods, not a contract of sale. We are under no legal obligation to accept offers. If you then receive a confirmatory email setting out your order, this is an acknowledgement of the offer you have made and not acceptance of it. 2.2 Offers are accepted when we take payment from you, or when we dispatch the goods, whichever is the sooner, and until then there is no contract of sale between us. If you decide to withdraw your offer you must notify us in writing via the address published at the Website before payment is taken, and no payments shall be taken. 2.3 If a product is incorrectly priced or the price displayed changes between your making an offer to purchase and our accepting the offer we may nonetheless elect to accept your offer at the price originally displayed. Alternatively, we may notify you of the new price and you may elect to proceed with your order at the amended price, or to cancel your order. 2.4 If a product is incorrectly priced due to error and we have already accepted the order, but have not yet dispatched the goods, we may suspend the order and notify you of the error and of the correct price. You may then choose proceed with the order at the correct price, or to cancel your order (or the part of it which was incorrectly priced). If you choose to cancel your order in whole or in part and you have already paid the order price, we shall refund the relevant amount of the order. If you do not respond to the notification within a reasonable period of time we shall treat this as a cancellation. For the avoidance of doubt, we are under no obligation to fulfil an order for a product that was advertised at an erroneous price or description if that error is discovered prior to dispatch. 2.5 If a product is advertised as having a future release date, or is otherwise placed whilst the product is not in stock, we are not liable for any delay to that product coming in stock or if cancelled entirely. 2.6 Where an item is a limited edition, its availability shall be construed as being first come first served. We cannot accept any additional liability for limited edition items and our liability for non-delivery of a limited edition item is limited to the price paid for the item. 3. Cancellation of an Order after Dispatch 3.1 The provisions in this section 3 apply to a cancellation of an order which has been dispatched to and received by you and are in addition to do not affect your statutory rights to return items which are defective or do not meet the product description. 3.2 You may cancel your order, for any reason, up to seven working days after you have received your goods by notice in writing at the address given on the Website. If you cancel an order this way, the goods must be returned to us in a resalable condition, wherever possible in original packaging and with all labels, seals and wrappings. 3.3 Once return as set out in clause 3.2, we shall refund the cost of the item and the postage you have paid, but you shall be responsible for the cost of returning the item. 3.4 You acknowledge that once you have cancelled the order then the items are no longer yours. You agree to return the items promptly after your notice to cancelling the order. 3.5 Your refund shall be made within 30 days of your notice to us cancelling the order. 3.6 The right to cancel an order under this section shall not apply to intimates (items such as earrings or underwear) or to items we have customised for you. 4. Ownership of Goods 4.1 Ownership of goods order from the Website does not pass into your hands until we have received full payment. 5. Registration Details 5.1 If you are under the age of [18], you must have a parent’s or guardian’s consent before registering for an account or placing an order. 5.2 We may use the data provided by you to establish the veracity of all the registration details you have provided when registering for an account, and we may limit or suspend your entitlement to use the Website if we have reason to believe that any of these details are provided falsely. 5.3 You are solely responsible for the accuracy, legality, currency and compliance of your registration details and will be solely liable for false, misleading, inaccurate, infringing or other actionable material contained or referred to therein. 5.4 We reserve the right to terminate suspend or restrict accounts without notice to you should you commit any breach of the Terms or in our reasonable discretion we believe that it is your intention to commit a breach of the Terms. 5.5 You are solely responsible in all respects for all use of and for protecting the confidentiality of your account and password which may be given to or selected by you for use on the Website. You must immediately notify us of any unauthorised use of them or any other breach of security. 5.6 You agree not to create multiple accounts. 6. General Conduct 6.1 You shall not use the Website in any way that causes, or is likely to cause, the Website or access to it to beinterrupted, damaged or impaired in any way. You must not attempt to gain unauthorised access to the Website, the server on which it is stored or any server, computer or database connected to the Website. You understand that you are responsible for all electronic communications and content sent from your computer to us and you must use the Website for lawful purposes only. 7. Intellectual Property 7.1 All content and all compilation of content included on the Website, including but not limited to text, graphics, logos, icons, photographs and images is our property or is licensed by us and is protected by copyright, database and trade mark right laws in England and internationally. You may not copy any part of the Website without our written permission. 8. Links 8.1 We have no control over the content of third party sites and cannot guarantee the reliability of any links to third party sites nor can we provide any guarantees or accept any liability in respect of the content on such third party sites. 8.2 You may not create hyperlinks to the Website without our prior written consent. All such permitted hyperlinks must make it clear that the hyperlink is to our Website and that it is in no way affiliated to any third party. 11. Limitation of Liability 11.1 Nothing in this Agreement is intended to limit any rights you might have under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence. 11.2 Any editorial content or material posted on the Website, including pictures and product description, is not intended to amount to advice on which reliance should be placed and we accept no liability or responsibility arising from any reliance placed on such materials by any visitor to the Website, or by anyone who may be informed of any of its contents. 11.3 We shall have no liability for consequential loss or special damages as a result of any failure to deliver items purchased from the Website. 12. Access to the Website 12.1 We will do everything we can to ensure that availability of the Website will be uninterrupted and that transmissions will be error-free. However, this cannot be guaranteed. The Website may be occasionally suspended or restricted to allow for repairs, maintenance, the introduction of a new facility or service. We will attempt to limit the frequency and duration of any such interruption. 13. Notices and Email Communications 13.1 When you visit the Website or send emails to us, you are communicating with us electronically. We communicate with you by email or by posting notices on the Website. For contractual purposes, you consent to receiving communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. 13.2 Except as otherwise stated, any notices you wish to send to us should be e-mailed to online store@ashleywilliamslondon.com. Any notices that we may wish to draw to your attention will be displayed on our Website. 14. Law and Jurisdiction 14.1 This Agreement (and any dispute, controversy, proceedings or claim of whatever nature in relation to them) shall be governed and interpreted in accordance with English law and the English courts shall have exclusive jurisdiction in relation thereto.

mandarin chinese ltd

London

My First Chinese Words, is the best place to start teaching your child Mandarin Chinese. The series has 36 mini-books with easy-to-read script and vivid illustrations that make learning Chinese fun and easy for youngsters! My First Chinese Words teaches over 200 words and covers 36 topics from a child’s world, such as family, friends, food, animals, home, school etc. A DVD is also available to help your child learn the words at home. For: 3-5 year-old preschoolers Monkey King Chinese (preschool edition), is a set of textbooks compiled for children in English speaking countries to learn Chinese. It consists of 12 lessons in two volumes with a total vocabulary of 73 words. Each textbook (including a CD) is accompanied with one book of word cards. For: 3-5 year-old preschoolers LEARN CHINESE AS A HERITAGE LANGUAGE (CHILDREN) Standard Mandarin, is designed for overseas Mandarin speaking children learners or Chinese immigrant children who have some Mandarin background. The textbook’s colourful illustrations and photos provide meaningful context to words and situations, making each lesson authentic and appealing to children. The series includes a total of nine systematic levels, each level with its own textbook and two pre-designed homework books. Bilingual version, CDs and cassettes are also available at all levels. For: Mandarin-speaking children LEARN CHINESE AS A SECOND LANGUAGE (CHILDREN) Chinese Paradise, introduces Chinese to young children with colourful illustrations, conversations, rhymes, songs, fun activities, and more. Designed for non-native students who want to learn Mandarin Chinese as a second language, the series features many age-appropriate in-class activities and interactive lessons. It consists of six books with three levels, with both a student’s book and teacher’s guide. Flash cards and CDs are available at each level. Learning Chinese is fun and easy! For: non-Chinese speaking children Happy Mandarin, is sponsored by the China National Office for Teaching Chinese as a Foreign Language (NOCFL), and targeted at overseas middle school students (12-15 yrs) who want to learn Mandarin as a foreign language from a beginner level. It consists of six books with three levels, with student’s book, teacher’s guide, flash cards, wall map and listening materials for each level. Both the content and the format emphasize teenagers’ developmental characteristics and their topics of interest. This series aims at developing an intermediate level of competency in communicating in Chinese, as a solid foundation for further study in Chinese language and culture. For: non-Chinese speaking children Learn Chinese with Me, is a series of textbooks especially designed for teenagers who want to learn Mandarin Chinese as a foreign language starting at a beginner level. It includes four levels of learning with student textbooks, teacher’s guides, CDs and workbooks for each level. The series features colourful illustrations and cover the topics of basic communication in daily life, school life, food and health, the environment, transportation and geography, and traditional Chinese culture. The series is aimed at developing elementary to intermediate communication competency in Mandarin and an interest in Chinese culture. For: non-Chinese speaking teens MANDARIN FOR ADULT LEARNING Conversational Chinese 301, focuses on daily communication and presents the 301 most essential conversational sentences for quick learning. It is intended to be a short-term intensive course book for beginners, ideal for tourists and travelers planning a trip to China. Credited as the world-wide best-selling Chinese textbooks for overseas adult learners, the book emphasises practical daily communication, integrated with the basic grammatical structure and most-commonly used vocabulary in real life situations, thus helping learners to master the 301 basic conversational sentences quickly and acquire the ability to carry on simple conversations in a matter of weeks. For: beginner learners Short-term Spoken Chinese, is published by Beijing Language and Culture University for non-Chinese adult Mandarin learners. The systematic learning materials include four progressive levels: introductory, elementary, intermediate and advanced level textbooks and associated CDs. With a strong focus on practical Mandarin conversational skills for daily life, learners will achieve the ultimate goal of speaking Mandarin at a very comfortable level for daily use. For: intermediate to advanced learners A Business Trip to China- Conversation & Application is designed for adult learners at an intermediate level of Mandarin, interested in doing business or having a career in a Chinese speaking community. The two-volume series offers a practical approach to learning Chinese for business. Each chapter covers a specific topic in the journey, e.g. arriving at the airport and at the hotel, going to the bank, attending a business meeting and banquet, shopping, negotiating and signing a contract, visiting the factory. The book employs an interactive and communicative approach to teaching with many practical tips in linguistic-cultural conventions that you can use in almost every single business situation. For: “Business Mandarin” learners New Practical Chinese Reader is a series of textbooks designed for English speakers to learn Chinese. It consists of seventy lessons in five volumes. NPCR has been compiled under the guidance of the new NOTCFL (Teaching Chinese as a Foreign Language) Syllabus and in consultation with HSK guidelines. The objective of this series is to develop each student’s ability to communicate using Chinese through the study of language structure, language function, and related cultural knowledge. For: beginner to advanced learners Chinese for Managers series consists of four course books each with two volumes: Everyday Chinese, Business Chinese, Economy and Commerce Chinese, and Phonetics. Phonetics serve as a supplement to teaching business Chinese at the beginner’s level. The other three books are arranged progressively at beginner, elementary, and secondary levels, and may be used in a sequence or independently. Each has a distinct focus, but all of them integrate listening, speaking, reading, and writing to make for a congenial learning experience. Everyday Chinese teaches the kind of Chinese language that businesspeople use on a daily basis and supplements it with office work usages. Business Chinese features professional language that enables business managers to “talk shop” among themselves, and is also augmented with usages and expressions that reflect Chinese social and economic life. The Chinese taught in Economy and Commerce Chinese covers topics on the socioeconomic life of contemporary China. For: “Business Mandarin” learners A course in Chinese Colloquial Idioms describe phrase composed of two or more words that when combined have a special meaning that cannot be deciphered literally. One can only understand such idioms when they relate to real life situations. In order to help the students understand Chinese idioms, including their meaning and usage, we incorporate this course book into advanced lessons. This course book includes 20 conversational situations that cover 500 commonly used colloquial idioms. Each lesson includes the text, a concise explanation, examples, and practice exercises. For: beginner to advanced learners

wrexham foyer

Denbighshire,

In this document the expression ‘we’ refers to, ClwydAlyn Housing Limited, Tir Tai Limited, PenArian Limited and Tai Elwy Limited, that provides housing and related services across North Wales. Each entity is the controller of its own personal data although data may be processed by other Group members on its behalf This privacy notice sets out how ClwydAlyn collects and uses information about you. Please read this privacy notice carefully to understand how we will use your personal information. If you have any questions or queries in relation to this privacy notice, you can contact our Data Protection Officer at: datacontroller@clwydalyn.co.uk 72 Ffordd William Morgan, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JD 0800 1835757 (freephone from a landline) or 01745 536800 This privacy notice explains: What information we may collect about you How we use your information Contacting you Sharing your information Our legal basis for collecting, holding and using your information Security and storage of your information Your rights 1.What information we may collect about you The information we collect about you depends on why we are dealing with you. For example, if you make a housing application or become one of our tenants, we will need more information from you than if you are merely making an enquiry. We may collect the information about you in the following circumstances: If you call our Contact Centre When you call our contact centre we collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness. We record calls for training and monitoring purposes. Additionally, our call handlers will make a record of your call in order to manage your query. We may need to share information with other organisations within or outside ClwydAlyn in order to respond to your call, for example so that we can organise maintenance or repairs or other support. We will usually tell you if it is necessary for us to pass information on to other organisations. If you email us Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law. If you make a complaint to us When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint. We will only use the personal information we collect to process the complaint and to check on the level of service we provide. If a complainant doesn’t want information identifying him or her to be disclosed to any person that the complaint is about, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis. Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide. If you use our services We hold the details of the people who request and use our services so that we can provide these services and for other closely related purposes. For example, we use information about our service users to develop and improve our services and to make sure we are delivering services to different groups fairly. If you apply for housing or become a tenant, there is certain information that we require in order to process your application and manage your tenancy. If you do not provide us with this information, we will not be able to progress your application. When you visit our websites We automatically collect certain information when you visit one of our websites. Please see Use of Cookies below for more information about this. When you use our customer portal, you are able to view information held in our housing management system, including personal details, account statements, tenancy information, repair history and pay your rent / service charges. Please note that we use a third party provider, Verseone to support our customer portal. Information we receive from others We work closely with other organisations, such as local councils, police forces, voluntary sector organisations, other housing providers and our contractors, and we may receive information about you from them. If you visit our premises We may ask you to sign in and out if you visit staff or residents at our premises. Access is controlled for the purposes of building and occupant security. Access is recorded to assist with fire and other evacuation procedures. Furthermore, your image may be captured on CCTV to monitor and collect visual images for the purpose of security and the prevention and detection of crime. If you use our Wi-Fi or computer to access our IT systems, access and activity may be monitored to prevent misuse of Group property, according to our IS Corporate policies. Job applicants When individuals apply to work for us, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau we will not do so without informing them beforehand unless the disclosure is required by law. Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed; it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. Once a person has taken up employment with us, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with us has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. If you are a member of one of our Boards, Committees or Panels We may ask for personal details for managing and statistical purposes. 2.How we use your information We process your personal information primarily in connection with managing our housing services. If you are a tenant, this includes managing your tenancy and dealing with any applications, queries or complaints that you make. Examples of how we use your information include: to confirm your identity to assess your suitability to access any of our services to manage your tenancy, care or support to ensure our properties are appropriately maintained and in accordance with legal obligations, such as periodic gas safety checks to notify you about important changes to our services to let you know about other relevant services, both ours and those of other parties whose products and services we have agreed should be made available to you (see the section below on 'Contacting you' for more information about this) to update and correct our records to carry out statistical and market analyses, including benchmarking exercises, to enable us to understand you better and improve our services, and in accordance with our operating Regulations to develop, test and improve our systems to ensure that content of our website is presented in the most effective manner for you and for your computer to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes to comply with other legal obligations, such as Health and Safety laws or safeguarding vulnerable people We may combine information we receive from other sources with information you give to us for the purposes set out above (depending on the types of information we receive). 3.Contacting you We will use your contact information to send you important information via letters, emails, text messages, or otherwise to telephone you. We may record telephone calls for security and training purposes. We may use the information we hold about you in order to provide you with information about our services which we feel may interest you. You can opt out of receiving marketing communications at any time, although please note that we will continue to send you important messages about your tenancy. If you have changed your mind about being contacted for marketing purposes, please contact our Customer Services Team on 0800 1835757 (freephone from a landline) or 01745 536800 to update your preferences. 4.Sharing your information We do not sell your information to any third party, but in certain limited circumstances we may disclose your personal information to: any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985; and/or other third parties in the following circumstances: if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; in order to enforce or apply our terms and conditions and other agreements; to protect the rights, property, or safety of ClwydAlyn, our customers, or others; to investigate or prevent a crime. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction; to obtain any professional advice; and/or with your consent. 5.Our legal basis for collecting, holding and using your information Data protection law sets out various lawful legal bases (or ‘conditions’) which allow us to collect, hold and use your personal information: Where you have entered into a contract or contracts with us, we may need to use your information to provide you with our services. An example of this is where you have a tenancy with us. Where we are under a legal obligation which requires us to process your personal information. For example, notifications of Health and Safety incidents. We will sometimes use your personal information based upon your consent. We will always tell you where this is the case and ask you to agree before we process your information. An example of using your personal information with your consent is publishing your image as part of a photograph on our website. Finally, sometimes it is necessary to process your personal information for the purposes of our own legitimate interests. We will only do so where these interests are not overridden by the interests and fundamental rights or the freedoms of the individuals concerned. An example of this is when we may contact you about your experience of contacting our Customer Services Team or a recent repair to your property. Data protection law recognises certain "special categories" of personal information, which is information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic information, biometric information for uniquely identifying a person, information concerning health, and information concerning a person's sex life or sexual orientation. Information about criminal offences and records is placed in a similar category. These special categories of personal information are considered particularly sensitive and so we will only collect and use this information where you have given us your explicit consent or where we consider it necessary to do so. 6.Security and storage of your personal information The information about you that we collect may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who work for one of our suppliers. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy. We will generally keep personal information about you no longer than is needed for as per our Retention Policy. 7.Your rights You have the right to request from us access to your own personal information. This is sometimes known as a 'subject access request'. You also have the right to ask us not to process your personal data for direct marketing purposes. We will tell you if we intend to use your data for this purpose or if we intend to disclose your information to any third party for this purpose. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data or by contacting our Customer Services Team on 0800 1835757 (freephone from a landline) or 01745 536800. From 25 May 2018, you will have additional rights to request from us: That any inaccurate information we hold about you is corrected That your information is deleted That we stop using your personal information for certain purposes That your information is provided to you in a portable format That decisions about you are not made by wholly automated means Many of the rights listed above are limited to certain defined circumstances and we may not be able to comply with your request. We will tell you if this is the case. If you choose to make a request to us, we will aim to respond to you within one month. We will not charge a fee for dealing with your request.