Privacy notice
Ensuring the information we collect, process and keep is secure and only used for the purposes it is meant for
Ensuring the information we collect, process and keep is secure and only used for the purposes it is meant for
VIVID Housing Limited is registered in England and Wales as a registered society under the Co-operative and Community Benefit Societies Act 2014 under number 7544. We have exempt charity status and are a registered provider of social housing with the Regulator of Social Housing under number 4850. Our registered office is at Peninsular House, Wharf Road, Portsmouth, Hampshire, PO2 8HB.
We’re registered as a data controller with the Information Commissioner’s Office with registration number ZA248321.
We’re committed to protecting your privacy by storing your information securely and handling it appropriately.
This notice is in accordance with all relevant data protection legislation and is designed to tell you what information we collect, why we collect it, what we use it for and if we share it with anyone else.
We’ll support these rights unless there’s a good reason for us to keep hold of or continue to use your information. And we’ll let you know the reasons why.
When you’re our customer, we collect the following information:
We collect and process this information, so we can:
Sometimes we’ll need to share your information. Here’s who we’ll share it with and why:
When you apply to rent a home or garage from us, we’ll ask for:
We collect and process this information so that we can:
Sometimes we’ll need to share your information. Here’s who we’ll share it with and why:
We collect and process your data so that we can:
*Automated decisions made at application stage:
If you provide us with the personal details of someone else, please make sure they’re accurate, and that you have their permission.
Sometimes we’ll need to share your data. Here’s who with and why:
When you register your interest for a property:
When we have received your application:
After we have offered you a property:
The information we collect and hold
We may collect the following information during your employment:
How we collect the information
We may collect this information from:
How we may share the information
We may also need to share some of the above categories of personal information with other parties, including:
Sometimes we’ll need to share some personal information with internal teams.
Usually, information will be anonymised, but this may not always be possible. Whoever we send the information to is bound by confidentiality obligations.
We may record some of our video conferences to improve our services, for translation purposes or to promote messages to our employees and customers. We may also record meetings so everyone remembers what was discussed and agreed. We’ll do this only with your consent and the recordings will be stored in line with our retention schedule.
At VIVID, we care about keeping your information safe while using the benefits of artificial intelligence (AI) to help us. As a social housing provider, we’re committed to transparency and fairness when handling data. Here’s the approach we’re taking with AI.
Data Security and Privacy:
Fairness:
Transparency and Accountability:
Understanding AI:
Continuous Improvement:
AI helps us to improve our services, but it doesn’t replace our dedicated teams. You have the right to human intervention so can always talk to a real person. We remain committed to providing a compassionate, personal support service to all our customers.
If you have any questions or concerns, please get in touch us using any of the methods on our contact us page.
Our chatbot is an automated tool designed to provide answers and direct you to relevant information. It can be accessed by clicking the purple 'Let's Chat' button located at the bottom right-hand side of our website.
During working hours, if the chatbot can’t resolve your query, it will connect you to a live advisor for further assistance. Outside of these hours, it will collect your details and ensure a representative contacts you later. We assure you that any information you provide will be managed in accordance with our retention schedule.
Please be aware that all chatbot conversations are transcribed and may not be captured correctly. These transcripts are associated with your account if you are logged in.
Only telephone interactions with our Customer Experience team are recorded and retained for 90 days. These recordings serve multiple purposes, including internal training, complaint resolution, and potential use as evidence in legal proceedings.
These recordings are transcribed and the transcripts are kept for the period of the tenancy plus 6 years. Transcripts are automated so the accuracy of these transcriptions may vary. If you are logged in during the call, these transcripts will be associated with your account.
Some of our locations and offices have CCTV and you may be recorded when you visit them. Signs are in use to tell you that CCTV is being used. We use CCTV to provide security and protect our employees and visitors.
CCTV is only viewed by employees when necessary. The footage is stored for a specific period, after which it is recorded over. We may view or share CCTV to investigate a complaint or antisocial behaviour, including with the police to prevent and detect a crime. We may also share CCTV for evidence in an insurance claim or court case.
The security of your information is very important to us. We have appropriate organisational and technical measures in place to protect your information.
We have comprehensive policies and procedures around information security and data protection which helps reduce the risk of anyone accessing or disclosing your information unlawfully.
Our employees are required to complete mandatory data protection training annually and additional training is provided where appropriate.
When working with 3rd parties we ensure we have appropriate agreements in place to protect your information. We’ll only share information that is absolutely necessary for the purpose intended. And we don’t sell on your personal information.
Some of our back up systems are based outside of England. We ensure than we have appropriate safeguards in place to protect your data.
We regularly check that contact details are up to date and accurate when we’re in contact with our customers.
If you think we need to update any of the information we hold, please let us know.
If you are a customer, your personal details can be updated using your online account.
We’ll keep your information for as long as it’s relevant to the purposes set out above and in line with our retention schedule. We may continue to hold information about you after you leave your home or no longer receive services from us, where this is still relevant. We may also be required to keep your information for legal reasons.
We’ll take steps to keep the information safe while we hold it and when we don’t need it anymore, we’ll destroy it safely.
When you use our online services, we collect the following information:
We’ll only collect this information if you’ve provided your consent and agreed to the necessary cookies on entering our website.
We collect this information, so we can:
You can opt out of this by changing your cookie preferences.
Cookies are very small files that are placed on your computer by the websites you visit. They’re common and used to make websites work more efficiently, provide a customised experience, and send information back to the owners of the site. For more information on how we use website cookies, please visit www.vividhomes.co.uk/cookies.
We process all data in line with the following legal bases:
If you have any concerns or wish to express any of the your rights, please tell us and we’ll respond as soon as we can. You can contact our Data Protection Officer, Lucy Scott using the contact methods found here.
The Information Commissioner’s Office (ICO) provides lots of advice on your rights and protecting your information which you can find at https://ico.org.uk or by calling 0303 123 1113. You also have the right to raise any concerns with them.