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 with exempt charity status and as a registered provider of social housing with the Homes and Communities Agency under number 4850. Our registered office is at Peninsular House, Wharf Road, Portsmouth, Hampshire, PO2 8HB.
We are 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 data securely and handling it appropriately.
This notice is designed to tell you what data 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 your data and continue to use. 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 data. Here’s who we’ll share it with and why:
When you’re our customer, we collect the following data:
We collect and process this information, so we can:
Sometimes we’ll need to share your data. Here’s who we’ll share it with and why:
The information we collect and hold
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:
It may be necessary to share some personal information with internal teams to achieve this.
Usually, information will be anonymised, but this may not always be possible. The recipient of the information will be bound by confidentiality obligations.
When you use our online services, we collect the following data:
We collect this information, so we can:
We may record some of our video conferences to improve our services, for translation purposes and to promote messages to our staff 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.
Chat bot is an automated service which can give you answers or help signpost you to information without the need to email. It’s the blue Ask Us button on our website and intranet.
If chat bot can’t answer your question it’ll take your details and make sure someone gets back to you.
The questions you ask will support us to improve Chat Bot and we’ll keep the information you provide to chat bot in line with our retention schedule.
The chat bot chat history is stored by our third party supplier CX company but is deleted 15 minutes of inactivity (when the session ends). They do not save or store this data.
Some phone calls made to and from our customer experience team are recorded, these recordings are kept for 90 days. We use call recordings for internal training, to investigate complaints and we may also use them as evidence in a court case.
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 staff and visitors.
CCTV is only viewed by staff 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 or other essential policing reasons. 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 data is very important to us. We have appropriate organisational and technical measures in place to protect your data.
We have comprehensive policies and procedures around information security and data protection, which support us with minimising the risk of unauthorised access or disclosure of your data.
Our employees are required to complete mandatory data protection training annually.
When working with third parties we ensure we have appropriate agreements in place to ensure the protection of your data. We will only share data that is absolutely necessary for the purpose intended. We do not sell 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 are a customer, some details can be updated using your online account.
We will keep your information for as long as it is relevant to the purposes set out above and in line with our retention schedule. We may therefore 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 do not need it any more 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 emailing customer@vividhomes.co.uk or by calling 0800 652 0898.
The Information Commissioner’s Office (ICO) provides lots of advice on your rights and protecting your data which you can find at https://ico.org.uk or call 0303 123 1113. You also have the right to lodge a complaint with the ICO.