Managing our social housing privacy statement

Changes to housing management

From 1 July 2024, Cheltenham Borough Council (CBC) has taken on full responsibility for all management, decisions and activities previously handled by Cheltenham Borough Homes (CBH). This non-profit limited company has successfully managed CBC's housing options services and council housing stock across the borough for the past twenty years.

Key changes

Cheltenham's new housing management directorate will manage housing, including repairs and grounds maintenance.

Communications with CBH will be directed to CBC until communication services are migrated.

Impact on tenants and leaseholders

Tenants and leaseholders do not need to take any action due to this change.

Tenants' and leaseholders' rights remain unchanged. CBC will review rent and service charges annually.

Data protection and privacy

Data controller: CBC is registered with the Information Commissioner's Office (ICO) under the UK GDPR.

Data Collection and Processing: As the Data Controller, CBC is responsible for the collection and processing of personal data to provide public services. We take data protection and privacy seriously and adhere to the principles set out in GDPR.

Contact information:

Tenants and leaseholders can use the new housing services' email addresses or the existing contact details for further enquiries.

Privacy notice

Personal data is used responsibly and in compliance with current Data Protection legislation, adhering to the principles set out in GDPR. Your privacy is our priority.

Why we collect information about you

CBC collects personal information to fulfil various functions, including:

  • Providing new tenancies and managing mutual exchanges
  • Carrying out repairs and maintenance, including emergency services
  • Managing tenancy conditions and handling antisocial behaviour
  • Consulting with tenants about tenancy conditions and handling illegal occupations
  • Managing supported housing and clearing council dwellings
  • Involving tenants and leaseholders in consultation and providing effective communication
  • Managing shared ownership and leasehold properties, including enforcement of leasehold conditions
  • Responding to enquiries and complaints
  • Conducting business development and performance management
  • Managing financial aspects, including rent collection and debt recovery
  • Preparing capital programs and improve energy efficiency in council dwellings
  • Providing housing-led regeneration and community development functions
  • Handling Right to Buy applications and leasehold management

Who do we collect information from?

We collect personal data about:

Customers

This includes:

  • current, former, and potential tenants, including their family, household members and other people associated with them.
  • leaseholders and leasehold property occupants
  • shared owners
  • general public, including those people who access housing advice and those who access our services for the wider community.

Employees

This includes:

  • current, former and potential colleagues, as well as Board Members, apprentices and volunteers.
  • Other service users – Anyone who makes a complaint or enquiry, visitors to our website and offices, or who may attend a community event that is open to the public or who may rent a garage.

What information do we collect?

For our customers and other service users, we may collect the following:

  • photographic ID, name, date of birth, telephone number, address, email address, gender, dependants, marital status, National Insurance number and specific sensitive personal data such as diversity information and information about your physical and mental health or which relates to your financial circumstances and criminal history
  • names and dates of birth, photographic IDs, and information about other members of your household or intended household members. We may hold some contact details for a third party where you have provided them as a method of communication with you
  • details on your previous housing circumstances and the previous housing circumstances of any joint applicants on your application
  • information about your needs and requirements to ensure our services are accessible so that we take account of any support needs in our dealings with you and to improve our communications with you
  • information to assist us in delivering our housing services, which can include reports of antisocial behaviour, complaints, or changes in circumstances

For employees (including contractors or temporary workers), we collect the following:

  • your name, address, date of birth, email address, phone number, photograph, gender, marital status, dependants and next of kin and their contact details
  • medical or health information, including whether or not you have a disability, information used for equal opportunities monitoring, including sexual orientation, religion or belief and ethnic origin
  • references, education and employment history; information relating to criminal records; documentation relating to your right to work in the UK, driving licence; bank details and tax codes; national insurance number
  • employment history with CBH, including pay grades, pension details, terms and conditions of employment, letters of concern, formal warnings and other documentation about any disciplinary proceedings
  • performance information, including measurements against targets, formal warnings and related documentation about capability procedures, appraisal forms and training details, web activity
  • absence records, including annual leave, flexi-time, family leave, sickness absence

We may need this information to provide complete services and support.

How we collect information

Personal data is collected through various means, including:

  • Applications for homes and tenancies
  • Ongoing contact with tenants and other agencies
  • Rent and service charge collection
  • Online services and portals
  • Employment and recruitment processes
  • Cookies on the CBC website
  • CCTV for crime prevention and public safety

Who do we share information with?

Your information will be kept secure and confidential, ensuring your safety and peace of mind.

We may need to share information with contractors who deliver services on our behalf or with other third parties, agencies, or organisations to help support you. This may occur when we believe that it is in our or the public's interest to do so, or is required by law or where it is necessary to prevent and detect crime, including fraud. It may also be required to provide statistical data to government departments. Where this is necessary, we are required to comply with data protection legislation.

Examples of organisations we may share your information with, where appropriate, are:

  • Cheltenham Borough Council departments (including council tax, housing benefits or electoral services for example)
  • Other local authorities
  • Central government departments, including the Department for Work and Pensions for example and the Ministry of Housing Communities and Local Government (MHCLG)
  • Housing Ombudsman
  • Social services
  • the Police
  • Fire Service
  • Probation Service
  • Utilities companies
  • Courts and Court Bailiffs
  • Other landlords
  • Job Centres
  • Contractors, suppliers and service providers
  • Support agencies
  • Health services
  • Credit reference agencies
  • Survey and research organisations
  • Internal and external auditors
  • Gloucestershire Counter Fraud Unit
  • Health and social welfare organisations
  • Companies providing legal advice
  • HMRC
  • Immigration Control
  • Payroll and pensions departments
  • Employment and recruitment agencies
  • Trade unions

Where we share personal data, it is always carried out securely and with clear guidelines as to what is being shared, why, with whom, and for how long.

Is any information transferred to or stored on servers based outside the European Economic Area?

No

How long do we keep your information?

We keep information about you in line with statutory periods and legitimate business needs. Specific retention periods vary depending on the type of data.

How do we keep your information safe?

  • CBC employs various IT and physical security measures to protect personal data
  • Regular training and awareness-raising sessions are conducted for all colleagues to ensure data security

What are the consequences if we do not collect the data?

CBC may need the necessary information to provide complete services and support.

Are any decision about you made by automatic means?

No

For more information about privacy notices and data protection measures, please contact XXX