Privacy Policy

This privacy notice tells you what to expect us to do with your personal information.

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• How to complain

Post: 95 Miles Road, The Generator Business Centre, Unit 20, MITCHAM, Surrey, CR4 3FH, GB

Email: contact@yourhousinghaven.com

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Date of birth
• Payment details (including card or bank information for transfers and direct debits)
• Credit reference information
• Account information
• Information relating to loyalty programmes
• Website user information (including user journeys and cookie tracking)
• Photographs or video recordings
• Call recordings
• Records of meetings and decisions
• Identification documents
• Information relating to compliments or complaints
• Information relating to sponsorship

We also collect or use the following information to provide services and goods, including delivery:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Biometric information (where used to identify someone)
• Health information
• Sexual orientation information
• We collect or use the following information for the operation of customer accounts and guarantees:
• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We also collect or use the following information for the operation of customer accounts and guarantees:

• Racial or ethnic origin
• Religious or philosophical beliefs
• Biometric information (where used to identify someone)

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Location data
• Recorded images, such as photos or videos
• Call recordings
• Purchase or viewing history
• Records of consent, where appropriate

We also collect or use the following information for service updates or marketing purposes:

• Racial or ethnic origin
• Biometric information (where used to identify someone)

We collect or use the following information for research or archiving purposes:

• Names and contact details
• Addresses
• Location data
• Recorded images, such as photos or videos
• Call recordings
• Purchase or viewing history
• IP addresses
• Website and app user journey information
• Personal information used for administration of research
• Personal information used for the purpose of research
• Records of consent, where appropriate

We also collect or use the following information for research or archiving purposes:

• Racial or ethnic origin
• Biometric information (where used to identify someone)

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Identification documents
• Financial transaction information
• Criminal offence data (including Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks)
• Health and safety information

We also collect or use the following information to comply with legal requirements:

• Racial or ethnic origin
• Biometric information (where used to identify someone)

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Address
• Payment details
• Account information
• Purchase or service history
• Video recordings of public areas
• Audio recordings of public areas
• Video recordings of private or staff only areas
• Audio recordings of private or staff only areas
• Call recordings
• Dashcam footage - outside vehicle
• Dashcam footage - inside vehicle
• Witness statements and contact details
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information
• Information relating to health and safety
• Correspondence

We also collect the following information for dealing with queries, complaints or claims:

• Racial or ethnic origin
• Biometric information (where used to identify someone)

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
• Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
• Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
• If you make a request, we must respond to you without undue delay and in any event within one month.
• To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organization such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for legal requirements are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. 
• All of your data protection rights may apply, except the right to portability. 

Our legitimate interests are:

Our legitimate interest in collecting and using personal information to handle queries, complaints, or claims lies in ensuring effective communication and resolution of issues for individuals interacting with us. Responding to these inquiries efficiently is essential for maintaining a positive relationship with our stakeholders, addressing their concerns promptly, and providing clear and accurate information. This collection of information allows us to deliver a high standard of service, identify patterns or recurring issues that may require attention, and improve our processes based on the feedback received. We understand that people trust us to handle their information carefully and responsibly, and we work to mitigate any risks by only collecting information relevant to resolving their specific concerns and safeguarding it in compliance with privacy standards. The benefits of collecting and using this information outweigh potential risks because it allows us to support individuals directly and effectively in matters that are often of immediate concern. Additionally, we implement rigorous data protection measures to reduce any impact on privacy, ensuring that our legitimate interest aligns with the rights and expectations of the individuals involved.

• Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.
• Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

• Directly from you
• Councils and other public sector organisations
• Publicly available sources
• Previous employers
• Market research organisations
• Providers of marketing lists and other personal information
• Suppliers and service providers
• Third parties:

We may collect personal information from various third parties to improve our services, respond to inquiries, and enhance user experience. These third parties include: Referral Partners: We may receive personal information from referral sources or partner businesses who direct clients or users to our services. This information typically includes contact details and is collected with the user’s consent from the referring party, in compliance with applicable data protection laws. Business Websites: We may collect publicly available information from business websites, such as contact details, to facilitate communication with individuals or companies who may benefit from our services. This data is gathered only where it aligns with our legitimate interests and where public posting of such information implies the data subject’s acceptance. Social Media Platforms: We may collect personal information from social media platforms where users interact with us directly, such as by commenting, messaging, or mentioning our profiles. We only use this information to respond to specific requests, manage user relationships, and provide relevant updates. Information from social media is collected in line with the privacy terms and policies of the respective platforms. Other Online Platforms: We may collect information from other legally permissible sources, such as directories, forums, or review sites, where users have provided their information in a public or semi-public context. This data is used to enhance our understanding of user preferences, provide timely support, and inform users about relevant services or updates. In all cases, we prioritize transparency and respect for user privacy. We ensure that any information gathered is relevant, used responsibly, and that individuals have access to control their data or request its removal if they wish

We will retain your personal information for a minimum of 10 years or until you request its deletion, in line with legal and business requirements. After this period, or upon request, we will securely dispose of or anonymize your data to protect your privacy. This approach aligns with data retention guidance from the Information Commissioner’s Office (ICO).

Professional or legal advisors

Financial or fraud investigation authorities

Relevant regulatory authorities

Warranty and guarantee providers

Professional consultants

Organisation’s we’re legally obliged to share personal information with

Previous employers

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: 28 October 2024