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.
