Housing Privacy Notice

Protecting and respecting the privacy of our housing tenants

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Housing Privacy Notice

Privacy Notice – Housing

Brunelcare is committed to protecting and respecting your privacy.

This policy explains what personal data we collect from you, or that you provide to us, and what we do with it.


Brunelcare is the Data Controller as defined in the General Data Protection Regulation. We are registered with the Information Commissioner’s Office and our entry can be found here. Our registration number is Z6080582.

Why we collect and store personal information

In order for us to provide you with a Landlord Service we need to collect personal data from you. We will only ask for personal data needed to help us deliver our services and enable us to tailor our service offering. We will not collect more data than is needed to provide you with the services you require.

How we collect personal information about you and how it used

Brunelcare collects this information in a variety of ways, including:

  • When we receive a nomination from a Local Authority or referring partner or when you  fill in an application form for housing for one of our properties
  • When customers sign a tenancy agreement
  • Through ongoing contact with customers during a tenancy
  • When customers access services via site staff
  • Recording calls to and from us
  • When customers terminate a tenancy
  • If a customer makes a complaint
  • When dealing with ASB cases
  • When providing welfare benefit advice
  • We monitor and collect visual images using CCTV systems for:
  1. Security reasons
  2. The prevention and detection of crime
  3. Staff safety and monitoring purposes

We’re committed to keeping your personal details up to date, and we encourage you to inform us about any changes needed to make sure your details are accurate

How do we keep your data secure?

Brunelcare takes your privacy and data protection extremely seriously and has implemented appropriate technical and organisational measures to protect personal data. Access to data is restricted on a need-to-know basis and security arrangements are reviewed regularly to ensure their continued suitability.

Information we may hold about you and how we use it

We use the information we collect to help us understand the needs of our customers, to plan, develop and review the services we provide.

The information we hold on our records concerns our relationship with you.

  • Names and dates of birth, photographic ID and information about your previous housing circumstances– needed to assess housing applications and help prevent tenancy fraud, identity theft and illegal subletting
  • Your contact details including email address – so we can communicate with you and keep you informed about services we offer which may be useful to you.
  • Information about your needs and requirements – needed to make sure our services are accessible; that we take account of any care and support needs in our dealings with you; and to improve our communications with you. For example, if you are involved with a carer or social worker, to protect individuals from harm; if you need adaptations in your home or if you need large print or translated text.
  • Information to assist us in delivering housing management services – this may include changes in circumstances and information about housing options (e.g. if you have a medical need which means you need to move), complaints, reports and evidence of anti-social behaviour.
  • Financial records – we keep records about the amount of money you have paid us; any amount(s) outstanding and associated recovery action.
  • Information about any additional guidance and care and support services you may need – for example, signposting to external agencies such as Welfare Benefit Advice Service, We Care and Repair, Bristol Drugs Project
  • IP Address – we may capture your IP address when you visit our website.
  • Equality and Diversity data – for example, ethnic origin, used for monitoring purposes only, you may always decline to provide is with this information.
  • Your image – we may capture your image on our surveillance systems if you visit a site, office or community facility which is covered by this facility.
  • Market research and customer satisfaction surveys – these help us to monitor our performance and improve our services.

Sharing your personal information

There will be times when we will share relevant information with third parties for the purposes as outlined above, or where we’re legally required to do so.

Examples of organisations we may share your information with are:

  • Contractors
  • Housing Benefit
  • DWP
  • Local authorities
  • Police
  • Probation services
  • Other landlords
  • Courts
  • Social services
  • Support agencies
  • NHS
  • Lifeline services
  • Emergency services

We aim to go above and beyond our obligations under data protection legislation. If sharing personal data is necessary Brunelcare may do so under one or several of the following lawful bases:

  • The performance of a Contract
  • Compliance with a Legal Obligation
  • Consent
  • Legitimate Interest
  • To protect an individual’s Vital Interests, e.g. in a medical emergency
  • To perform a specific task in the public interest that is set out in law


Special categories of personal data related to health, sexual life, ethnicity, religion and criminal activity are subject to particularly stringent security and confidentiality measures; before we can share this information we will ensure we meet one of the additional conditions under Data Protection law as well as a lawful basis for doing so.

How long will we keep your data

Brunelcare will retain your data in line with Brunelcare’s Retention Schedule. Retention timeframes have been determined based on official guidance and best practise.

What rights do you have in relation to your data

Under Data Protection legislation you have, depending of the lawful basis under which the data is processed, the following rights regarding your personal data:

  • The right to be informed
  • The right to access your data
  • The right to have data rectified or erased
  • The right to restrict or object to processing
  • The right to data portability
  • The right to withdraw consent

Brunelcare will ensure it has appropriate organisational and technical measures in place to allow individuals to exercise these rights.

Questions or concerns

If you have any questions about this privacy notice or concerns about how your data is being processed, please contact Brunelcare’s Data Protection Officer at dataprotection@brunelcare.org.uk

Right to complain

If you are unhappy with the way in which Brunelcare has handled your personal data, you have a right to complain to the Information Commissioner’s Office. For information on reporting a concern to the Information Commissioner’s Office, see www.ico.org.uk/concerns

Updated: March 2021