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 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 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:
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:
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:
professional advisors e.g. lawyers or insurers
benefit providers
occupational health
pension providers
potential purchasers of some or all our business or on restructuring
our regulators
banks
the Disclosure and Barring Service (DBS)
our IT systems suppliers, for legitimate business use, to keep our systems safe to protect information
external mailing providers to send you correspondence on our behalf
we may share your details with the police if we believe that a crime is taking place
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 sent the information to will be bound by confidentiality obligations.
When you use our online services, we collect the following information:
if you’re a new or returning visitor.
We collect this information, so we can:
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 policy.
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 policy.
Please be aware that all chatbot conversations are transcribed and may not be captured correctly. These transcripts are associated with your profile 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. It’s important to be aware that the accuracy of these transcriptions may vary. If you are logged in during the call, these transcripts will be associated with your profile.
Some of our locations and offices have CCTV and you may be recorded when you visit them. 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.
We process all of the above with the following legal bases:
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.
When working with 3rd parties we ensure we have appropriate agreements in place to protect your information. We will only share information that is absolutely necessary for the purpose intended. And we don’t sell on your personal information.
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're a customer, all of your personal details can be updated using your online account.
We will keep your information for as long as it’s relevant to the purposes set out above and in line with our retention policy. 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 will take steps to keep the information safe while we hold it and when we don’t need it anymore, we will destroy it safely.
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.
If you have any concerns or wish to express any of the above rights, please tell us and we’ll respond as soon as we can. You can contact our Information Governance Manager - Lauren Cannon by contacting us.
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.