Privacy notice for customers (non-residents)

Purpose of this Privacy Notice

This notice explains how Lewisham Homes will use any personal information our customers provide us and how we protect your privacy when you use our web site, contact us by phone, email and paper based communication, as well as explaining our use of CCTV. As our services develop we will continue to update and review this statement to comply with both the law and customer feedback. The web site that we refer to in this document is www.lewishamhomes.org.uk

Our web site contains a range of information relating to our Governance.

Residents and Leaseholders of Lewisham Homes should also read the Residents Privacy Notice.

If you are using the Lewisham Homes web site to apply for a job you should also read the Recruitment Privacy Notice available on our web site.

Employees of Lewisham Homes can find a copy of the Employee Privacy Notice by accessing our Intranet.

Who we are and our contact details

Lewisham Homes own and manages its own properties and manage, and maintains and develops properties on behalf of Lewisham Council.

Lewisham Homes is a registered data controller under the Information Commissioners Office (ICO), our registration number is Z1142689. In accordance with the Data Protection Act 2018, we may collect and process personal information about customers that interact with us. We do this in order to provide social housing and services related to being a housing provider, or as permitted by law.

For further information or queries contact our Data Protection Officer at dpo@lewishamhomes.org.uk, based at:

Lewisham Homes
Old Town Hall
London SE6 4RU

What is personal data?

Personal data is data related to a living individual who can be identified from that data. This can include categories of personal data (personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, and genetic data, biometric data, health data and data concerning a person’s sex life or sexual orientation) and personal data relating to criminal convictions and offences.

Our Web site

You can access and browse our web site without disclosing information about yourself.

We’re very serious about protecting your privacy. If we ask for information about you, we take all possible steps to keep it safe.

If you choose to complete any of our online forms we will need some personal information to allow us to deal with your enquiry. This information will be used only for the purpose for which you provided it.

No personal information you provide to us will be passed on to third parties for commercial or marketing purposes. We will treat any personal information you may have provided in accordance with the provisions of the Data Protection Act 2018.

Contacting us by telephone

We do record some telephone conversations. It will always be announced if the phone call is being recorded before you are connected with an advisor. Calls are recorded to keep a record of the conversation which assists with staff training and helps us to deal with any complaints we may receive.

During the call we may collect the following information:

  • Name
  • Contact details
  • Date of Birth (for verification purposes)

We process this information because it is necessary for the performance of Lewisham Homes’ role as a housing provider.

We delete all recordings 30 days after the phone call took place, any exceptions to this would be in the event of a complaint or issue raised.

Contacting us by email

Your email correspondence may be kept as a record of contact and we will not store information for any longer than we need to, in line with our Retention & Deletion policy.

Contacting us by paper/written communication

Our paper correspondence may be kept as a record of contact. If we need to share confidential information with external organisations such as Lewisham Council we will adhere to our Retention & Deletion policy.

CCTV

CCTV is installed on some of our estates, to monitor building security and crime prevention and detection. Lewisham Homes has some mobile CCTV, however, the main estate based CCTV is operated by Lewisham Council for us and is stored by them.

We operate our CCTV in accordance with the guidance issued by the ICO. The Data Protection Act 2018 covers images of people and information about people derived from CCTV, for example, a vehicle registration plate.

Lewisham Homes collects this data as part of its public function as a housing provider to ensure the health and safety of residents and its staff.

We will not hold images for longer than necessary and will dispose of them securely.

Who do we share data with?

We will not be sharing your information with any other agency or body.

We will not use your personal information for third party marketing purposes.

How do we store information?

We take our data protection responsibility very seriously and adopt and maintain high standards in respect of handling personal information. Your personal information will only be collected if it is necessary and proportionate to do so. We have a number of policies and procedures in place to ensure your data is kept secure and safe. Methods such as encryption, access controls and staff security training are all designed to ensure that your information is only made available to those who have a right to see them.

With regard to the disposal of your information, we follow local government recommended guidelines around retention periods. We will not hold your information for longer than we need to and when we dispose of it we will destroy paper and electronic copies in a secure way.

How can I apply to see the Personal Data you hold about me?

We aim to make our information easily accessible. For more information about our organisation check our web site.

If you wish to see a copy of the personal data we hold about you then you can ask us at any time and we must respond within 20 working days from receipt of the request.

You will not have to pay a fee to access your personal information. However, we may charge a reasonable fee if your request for access is clearly excessive. Alternatively, we may refuse to comply with the request in such circumstances.

You can apply by email to customer.relations@lewishamhomes.org.uk

Or write to Customer Relations, Lewisham Homes, Old Town Hall, London SE6 4RU.

Your rights

This section provides some detail on the rights that you have under data protection law. Some of the rights are complex, and not all of the details have been included in our summaries. You can read guidance from the Information Commissioner’s Office at www.ico.gov.uk for a fuller explanation of your rights.

Your principal rights under data protection law are the:

(a)       right to access
(b)       right to rectification
(c)       right to erasure
d)        right to restrict processing
(e)       right to object to processing
(f)        right to data portability
(g)       right to complain to a supervisory authority
(h)       right to withdraw consent.

You have the right to confirmation as to whether or not we process your personal data and, where we do, to access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.

You have the right to have any inaccurate personal data about you rectified and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.

In some circumstances, you have the right to the erasure of your personal data. These might include if:

  • the personal data is no longer necessary for the purposes for which it was collected or otherwise processed
  • you withdraw consent to consent-based processing
  • the processing is for direct marketing purposes.

However, there are certain general exclusions of the right to erasure, for example where processing is necessary for compliance with a legal obligation or in connection with legal claims.

In some circumstances, you have the right to restrict the processing of your personal data. Where processing has been restricted on this basis, we may continue to store your personal data and will observe the restrictions on processing except in the case of processing permitted by applicable law (for example, in connection with legal claims or for reasons of public interest).

You have the right to object to our processing your personal data on grounds relating to your particular situation, but only that the legal basis for the processing is that it is necessary for:

  • the performance of a task carried out in the public interest or in the exercise of any official authority vested in us
  • the purposes of the legitimate interests pursued by us or by a third party.

If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or if the processing is for legal claims.

You have the right to object to us processing your personal data for direct marketing purposes, including profiling for direct marketing purposes. If you make such an objection, we will cease to process your personal data for this purpose.

To the extent that the legal basis for our processing of your personal data is consent, and such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.

If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the United Kingdom, the EU member state of your habitual residence, your place of work or the place of the alleged infringement.

To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

You may exercise any of your rights in relation to your personal data by written notice to us.

If you wish to make a complaint about how we are processing your personal information you have the right to make a complaint at any time to the Information Commissioner’s Office (ICO). You can find out how to contact the ICO on their web site ico.org.uk

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Changes to this Privacy Notice

We keep this privacy notice under review and we reserve the right to update this it at any time.