To assess your housing application and manage our contract with you
We use the information we hold about you to manage your tenancy or leasehold. We need this to deliver our housing services to you. We collect most of this information because it is necessary in the performance of a contract. You will not be able to opt out of providing this type of information.
We also process some of your data because it is in our legitimate interests to do so. You can object to this processing if you think that your legitimate interests outweigh ours.
We consider that we have a legitimate interest to make sure that:
Our services/properties meet the needs of our customers;
We can contact residents in the event of emergencies and to carry out essential repairs;
We communicate with residents to meet our business objectives, encourage social inclusion and help build communities;
We work with authorities and the police to support safer communities;
TCH remains commercially viable and protects its commercial and social assets;
We have effective procedures for preventing, and managing, outstanding debt resulting from unpaid rents;
We make the most efficient use of our resources and we understand how we are performing; and
We understand our residents’ experiences and views so that we can effectively influence and contribute to debates on future housing strategies.
To provide appropriate properties and services
We process personal information that relates to your health and social care, to help us make any reasonable changes to our properties and services, to make them fit for purpose and accessible for everyone. We also use this type of information to make sure we are protecting vulnerable individuals in our communities.
We do this to meet our legal and regulatory obligations, for example, the Equality Act 2010, and because there is a substantial public interest for us to do so.
To promote community safety and a peaceful community environment, and to safeguard individuals
We process personal data to promote a peaceful and safe community environment; this can include information about anti-social behaviour, criminal activity and convictions. We process this information because it is in our legitimate interests to do so and to prevent and detect unlawful acts.
We process information about safeguarding individuals, to fulfil our legal obligations and because there is a substantial public interest for us to do so.
To contact you about your property and other services
We use your contact details (including telephone numbers and email addresses) to get in touch with you about issues relating to your tenancy or leasehold and to deal with any legal matters arising from it. This includes repairs and maintenance, rent collection, complaints and housing management issues, in the event of an emergency, or to enforce the terms of your tenancy or lease.
We may pass on your details to contractors that provide services on our behalf, so that they can contact you to carry out essential services related to your property. We do this because it is necessary in the performance of a contract. It is not possible to opt out of this type of data processing. Where we do not have the appropriate contact details for you, we may also try and source these externally from other third parties or public sources of information.
We’re constantly working to improve our services. One of the ways we do this is by listening to our residents and asking for feedback via surveys. These surveys are carried out by contractors who are specialists in customer feedback. In such cases, we pass on your contact details to them so you that they can contact you and ask about our performance. It is in our legitimate interests to use your contact details this way, however you may opt out of further contact by letting the person requesting feedback know that you do not wish to take part in future.
We also use your contact details to keep you updated about TCH events or other services which do not form part of our contractual landlord service, but which may be of interest to you. This includes our e-newsletter and letting you know about things such as accessing training opportunities, energy efficiency, digital support, housing options events and financial advice. It is in our legitimate interests to use your contact details this way, however you may opt out of further contact by simply selecting the opt out button in the email or text.
To monitor equality, diversity and inclusion
We may ask you to provide us with your diversity data (ethnicity, religion, disability, sexual orientation). This information is not used to inform any decisions we make about you individually, but is gathered for statistical purposes to help us understand who is living in our communities. It helps us to ensure fairness and equality in the services we provide, and allows us to fulfil our legal and regulatory obligations. You do not have to provide this information but it helps us if you choose to do so.
To prevent and detect fraud and illegal subletting
We process some personal data to guard against fraud and illegal subletting, for example proof of identity. Failure to provide any information we require in relation to this could put your application or tenancy at risk.
We process this type of information to fulfil our legal obligations and to prevent and detect unlawful acts.
For profiling purposes
We use some of your personal data to create a profile of you so that we can identify relevant TCH services that might be of interest or helpful to you. For example, if information suggests that you might be having some difficulties with managing your finances, or we think you might encounter difficulties in the future, we can direct you to our Welfare Benefits and Money Advice Team. Alternatively, if our information suggests that you might be a vulnerable tenant because of age, or ill health, we may offer you an enhanced service.
We rely on our legitimate interests to process information for these purposes.
To support research and analysis
We may use your personal data to carry out internal research and analysis. We do this to develop and improve our services and to help us understand trends within the housing sector. We process information based on our legitimate interests for these purposes.