Privacy Policy


In order to help provide you with the best and most appropriate service we need you to help us by providing us with your detailed information. We begin the process of collecting information about you and if appropriate your family when you apply to our Choice Based Letting partner. We appreciate that some of the information you provide will be very sensitive including details about your health and any disabilities you may have. Because the information you provide is very personal we take your privacy & confidentiality very seriously.

We aim to keep your information as up-to-date as possible so that when your needs change over time, the services we provide you can change to reflect these different needs. We will also ensure we make every possible effort to fulfil our obligations under the Data Protection Act to keep your personal information secure and only keep it as long as we need to, although please bear in mind we are legally obliged to keep some records for an extended period of time, such as housing benefit payments, before it’s safely destroyed.


We will process all the personal data we collect from you in line with the eight principles of the Data Protection Act not only because we have a legal duty to but because we think it makes good business practice and helps us know our customers better and protect their information more securely.

In order to do this we follow the 8 Principles of the Data Protection Act which states the data we process must be:

fairly and lawfully processed
processed for limited purposes
adequate, relevant and not excessive
accurate and up to date
not kept for longer than necessary
processed in line with your rights
kept secure regardless of whether it’s an electronic or physical file
not transferred to other countries outside of the EEU without adequate protection


As a registered Data Controller we are also obliged to provide you the information we hold about you if you ask us, including anything from electronic files to photographs and call recordings. This is called a Subject Access Request, and you have to put your request to us in writing and pay an administration fee of £10.00. Once we’ve received your written request and payment we will respond to you in writing with all of the information we hold about you within 40 calendar days.

Please make us aware if you have a disability which we need to consider when responding to your request for information, such as the need for us to provide your details in large print format. If your disability prevents you submitting a written Subject Access Request please contact our Customer Service Dept. on 0300 555 0131 who will be pleased to make alternative arrangements for you.

If you find out that any of the information is incorrect or inaccurate please let us know so we can make the necessary changes.


Sometimes it’s in everyone’s best interests for us to share some of the information we have about our tenants with other organisations. Sometimes this is because we have a legal obligation to do so and sometimes it’s to ensure you get the best service possible. We will for example forward your details on to utility companies to ensure that you’re supplied with energy and water in your home.

If you decide to leave your property without paying or arranging to pay and you are in arrears we may decide it’s necessary to share your details with a Debt Collection Agency to help us recover our money.

We will also share some details with our contractors, so they can contact you if your property is in need of repair or scheduled for improvement work, to arrange a suitable time to visit.

In exceptional circumstances we may feel it’s necessary to provide your details to the Police or the Local Authority Social Services Dept. where there has been a case of criminal activity, a breach of your tenancy agreement or we have been made aware of potentially Anti-Social Behaviour.

In the event you do leave us and move to a new landlord we might be contacted for a reference and may provide some of your details to them.

Regardless of the circumstances, if we find ourselves in a situation where we need to share your information with another organisation and you haven’t already given your consent for us to do this, then we will ask for it before releasing any information about you.

We’d like to stress that under no circumstances do we ever sell or pass on your information to business or organisations so they can get in touch with you directly either by phone, email or in writing in order to sell you their products or services.


If you have any enquiries concerning Data Protection or your Privacy rights please email us and someone will get back in touch with you as soon as possible.

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