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Our Privacy Notices tell you what to expect when Clarion Housing Group processes your personal information.
Please click on the relevant Privacy Notice. If you are unsure which one applies to you please email firstname.lastname@example.org
Clarion Housing Group (Includes Clarion Housing Association and users of this website)
CORE data sharing agreement (this explains our obligations to share customer housing data with Government departments and agencies)
Clarion Futures (users of services with our charitable foundation)
Latimer (private property sales)
Centra (our telecare and care and support provider - opens on Centra website)
We will only collect personal information when we need this. The type of information we need from you will vary depending on our relationship with you. When we ask you for information, we will make it clear why we need it. We will also make it clear when you do not have to provide us with information and any consequences of not providing this.
Most information we hold will be collected from you but we may also obtain this from third parties such as the local authority, your doctor (or other health professional), a previous landlord or other relevant community partner. In addition, we may also obtain information from publicly accessible sources or engage the service of market research organisations to validate, or where appropriate, enhance the information that we hold.
We collect information from you (as applicable):
* When you provide information about household members we assume that you do so with their full knowledge and consent.
Provision of some of the information requested by us is part of a ‘contractual requirement’. Without this information, we will be unable to accept an application for services. For example, we cannot see if you are eligible for a tenancy or check that an application is not fraudulent without being able to verify your identity. Please speak to us with any concerns.
Where enquiries relate to household members, it is in our legitimate interests to know who will be living in our premises to, check that accommodation offered is adequate for current and near future needs of the household, to check that household members’ needs are being met and to ensure that the local community will have quiet enjoyment of their homes.
Provision of the information is a ‘contractual requirement’. Without this information, we may be unable to manage your services. For example, we cannot consult with you about changes to your service if we do not hold your contact details. Please speak to us with any concerns.
Where enquiries relate to household members, it is in our legitimate interests to know who is living in the premises, to check that accommodation remains adequate for current and near future needs of the household, to check that household members’ needs are being met and to ensure that the local community has quiet enjoyment of their homes.
Where processing information about you or your household members, we may have a legal or contractual obligation to process this information for example to provide inclusive services.
It is also in our legitimate interests to ensure that service delivery meets the needs of our service user and their household.
Processing for the purpose of fraud prevention is required in order to meet our legal obligations. Therefore if we are unable to verify your identity we may not be able to provide services to you.
Processing of this information may be required to meet Clarion Housing’s legal obligations and our legitimate business interests around health and safety and crime prevention.
Provision of information requested for this purpose is required in preparation for entering into ‘contractual relations’. Without this information, we will be unable to manage this legal process.
Where the processing of information concerns household members, it is in our legitimate interests to do this. E.g. to ensure we understand all legal effects that a process may have.
Provision of information requested by us may form part of a ‘contractual requirement’. Without this information, we may not be able to provide this service. We will make it clear at the point of data collection whether the information is voluntary.
Where processing also concerns household members, it is in our legitimate interests to ensure that we are meeting the needs and expectations of all service users.
It is in our legitimate interests to understand how we are performing so we can meet our mission statement and objectives.
There may also be a legal obligation for us to process the information or to demonstrate to our regulator that we are fulfilling our obligations, for example around anti-discrimination laws.
We also use your personal information in the following ways:
We do this to meet our legal obligations.
This is a legal obligation on Clarion Housing.
Automated decision making and profiling
There are some occasions where our computer systems are set up to use pre-programmed criteria to make automated decisions about you, for example determining your position on a housing waiting list or eligibility for a mutual exchange. You have a right to challenge the validity of any decisions made in this way. You may also ask us not to process your information in this way. Please contact us for more detailed information or to find out if you meet the criteria to opt out.
As well as personal information (such as your name, address and data of birth) we may collect sensitive personal information (also known as special categories of data) of which may include:
We use this data to ensure services are delivered appropriately and to monitor equality, diversity and inclusion.
We will apply additional security and confidentiality measures when processing your sensitive personal information.
We will ask for your specific informed consent at the time of collecting this type of data.
Where you provide consent for us to process sensitive personal information, you have the right to withdraw this consent at any time.
We may also process confidential data about you including bank account information and property access codes.
We will apply appropriate technical and organisational measures to ensure your personal information is secure. For example, we have systems in place to ensure that access to personal information is restricted to authorised individuals on a strictly need-to-know basis.
When we need to share personal data with our contractors and third party suppliers, our relationships are governed by our contracts with them which include strict data sharing and confidentiality protocols.To help us ensure confidentiality of your personal information we will ask you (and any of your representatives) security questions to confirm your identity when you call us and as may be necessary when we call you. We will not discuss your personal information with anyone other than you, unless you have given us prior written authorisation to do so or where we have received a clear verbal instruction from you (as a one-off circumstance).
Sometimes we need to share personal information we hold about you with other organisations that we work with or who provide services on our behalf. When sharing information we will comply with all aspects of data protection law.
Where the information is of a sensitive nature, for example about your health, we will generally obtain consent from you prior to sharing this information, unless we are required or permitted to share this by law.
Where ‘sharing’ is in our ‘legitimate business interests’, we may share your information without seeking your consent first. This may be with:
We may also share information when required by law for example where ordered by the Court or to protect an individual from immediate harm.
There may be occasions where we need to process your information outside of the European Economic Area (EEA), for example where we use a third party computer system supported by employees in the USA. Where we do this we will take all necessary steps to ensure that your information remains secure. You can ask us for more information about how our International Processing arrangements affect you by using the contact details above.
We will routinely use your contact details to send you information and communicate with you about your tenancy/lease/service. As a customer, we will also tell you about events in your area. If you have a preferred method of contact, you can make this known to us, but we will use all means of contact available should we need to contact you in the event of an emergency or to enforce the terms of your tenancy/lease.
We would also like to keep you updated with information about other products and services (of ours and other reputable companies we work with) which do not form part of our core landlord services but which we think may be of interest to you and where this will assist us in meeting our objectives to transform lives and communities. This would include information such as accessing training and employment, financial guidance, energy efficiency and digital support. It’s a legitimate business interest for us to send you postal communications (from time to time) which may comprise information about all these areas of our work. You can object to receiving this type of content from us in the post. Before sending electronic communications of this nature, we will follow the law and guidance which requires us to seek your consent. You can change your mind at any time. Please just contact us or follow the ‘unsubscribe’ instructions that will be available on all of our promotional publications.
Clarion Housing Group will never sell your personal data to 3rd party organisations for marketing purposes.
Clarion only holds records during the period of our relationship and for a set period afterwards to allow us to meet our legal obligations including resolving any follow up issues between us.We have a document retention schedule which sets out how long we keep different types of information for. This is based on National Housing Federation guidance, legal requirements and best practice.
Please contact us if you would like any more information.
Clarion is committed to upholding your rights in respect of your personal data.
The right to be informed
Through the provision of our suite of privacy notices, we will be open and transparent about how and why we use your personal information.
The right of access
You have a right to ask us what personal information we hold about you and to request a copy of your information. This is known as a ‘subject access request’ (SAR).
SARs need to be made in writing (we have a subject access form you can use for this purpose), and we ask that your written request is accompanied by proof of your address and identify.
If you are seeking to obtain specific information (e.g. about a particular matter or from a particular time period), it helps if you clarify the details of what you would like to receive in your written request.
If someone is requesting information on your behalf they will need written confirmation from you to evidence your consent for us to release this and proof of ID (both yours and theirs).
We charge a £10 processing fee for responding to SARs. This can be paid by cheque or postal order payable to ‘Clarion Housing’.
We have 40 calendar days within which to provide you with the information you’ve asked for (although we will try to provide this to you as promptly as possible).In response to SARs, we will provide you with a copy of the information we hold that relates to you. This will not generally include information about your property such as repair logs, details of contractor visits, or general property maintenance information as this is unlikely to constitute your ‘personal information’. Please be clear if you are seeking property or repairs related information as a SAR is unlikely to fulfil your information requirements.
The right to rectification
You can ask us to rectify your personal data if it is inaccurate or incomplete. Please help us to keep our records accurate by keeping us informed if your details change.
The right to erasure
The right to erasure is also known as ‘the right to be forgotten’. In some circumstances, you can ask us to delete or remove personal data where there is no compelling reason for its continued processing. This is not an absolute right, and we will need to consider the circumstances of any such request and balance this against our need to continue processing the data. Our response will also be guided by the provisions of our retention schedule.
The right to restrict processing
In some circumstances you can ask us to restrict processing, for example
The right to data portability
If the situation arises where it would be helpful for you to move, copy or transfer personal data we hold about you, across different services, you may be able to ask us to do this. Please contact us to discuss.
The right to object
You can tell us if you object to our processing of your personal data:
Rights in relation to automated decision making and profiling
You can ask us to review any decisions that are determined by automated means (some examples of where this may happen are noted earlier within this notice). You can also object to our use of your personal data for profiling.
If you’d like to talk to us about your rights, you can contact us at email@example.com. Alternatively, if you want to raise a complaint about our processing of your data or would like to seek an independent view, you can contact the Information Commissioner using the contact details provided at the start of this notice.
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