Clarion Housing Group (Clarion) needs to process personal data in order to deliver our services to you:
- To provide, manage and develop affordable housing
- To provide property management & property maintenance services
- In the provision and management of support services
- To market, log interest and sell properties
- To deliver on our ambition to ‘transform lives and communities’
We are committed to treating your information securely, with respect and in line with data protection law.
This privacy notice tells you what to expect when Clarion processes your personal information. It applies to information about housing applicants, residents and other service users including visitors to our website. This is the main privacy notice for Clarion. However, some of our services may have additional privacy notices which will be provided to you when you engage or register for such a service (we will make all privacy notices available on our website so you can understand if they apply to you). It is important for you to read this policy in full to understand what information we hold about you, how we may use it and your rights in relation to your data. However, we have also produced a summary version explaining why ‘Privacy Matters at Clarion’.
Clarion Housing Group includes a number of subsidiary organisations such as Clarion Housing and Clarion Futures. Please see our website for further information.
We keep our privacy notice under regular review and we will place any updates on our website (www.myclarionhousing.com). If you would like to receive a hard copy of our current privacy notice, please let us know.
For further information you can contact the Data Protection Officer as follows:
The Data Protection Officer
Clarion Housing Group Ltd
Level 6, 6 More London Place
London SE1 2DA
For independent advice about data protection, privacy, e-privacy and data sharing issues, you can contact the Information Commissioner. (Lots of useful information is accessible on their website):
Wycliffe House, Water Lane,
Cheshire SK9 5AF
We will only collect personal information when we need this. The type of information we need from you will vary depending on our relationship with you. When we ask you for information, we will make it clear why we need it. We will also make it clear when you do not have to provide us with information and any consequences of not providing this.
Most information we hold will be collected from you but depending on your needs we may also obtain this from third parties such as:
- the local authority,
- your doctor (or other health professional),
- previous landlords,
- property agents
- solicitors and legal representatives
- financial advisers, mortgage advisers
- or other relevant community partner.
In addition, we may also obtain information from publicly accessible sources or engage the service of market research organisations to validate, or where appropriate, enhance the information that we hold.
We collect information from you (as applicable):
- To prioritise and assess housing applications, service eligibility and complete tenancy sign-ups
- we will need your name and contact details (including telephone numbers, email addresses and details of anyone you may choose to represent you) for use across the organisation and by our contractors, suppliers and partners.
- we will collect detailed personal information about you and other household members*, including age, sex, date of birth, ethnicity, income, National Insurance number, income and benefits details, employment status, gender identity, relationship status, any disabilities, any communication and accessibility requirements, religion, sexuality, nationality, caring responsibilities, access to financial services such as banks and credit unions, bank details, benefits, council tax, medical information, details of any unspent criminal convictions.
* When you provide information about household members we assume that you do so with their full knowledge and authority.
Provision of some of the information requested by us is part of a ‘Contractual Requirement’. Without this information, we will be unable to accept an application for services. For example, we cannot see if you are eligible for a Tenancy or check that an application is not fraudulent without being able to verify your identity. Please speak to us with any concerns.
Where enquiries relate to household members, it is in our legitimate interests to know who will be living in our premises to, check that accommodation offered is adequate for current and near future needs of the household, to check that household members’ needs are being met and to ensure that the local community will have quiet enjoyment of their homes.
- To manage your tenancy or lease:
- we require up to date contact details (telephone number and email address) so we can reach you when we need to discuss issues pertaining to your tenancy or lease, e.g. income collection, essential servicing, access for maintenance and improvements, if we need to arrange a home visit or to contact you in the event of an emergency or to enforce the terms of your tenancy/lease.
- we will also use your contact information to tell you about changes to Clarion, for example our organisational structure and governance arrangements, and to resolve or investigate complaints or housing management issues such as anti-social behaviour.
- we require details of any change in circumstances (e.g. if you have a medical need that means your housing requirements need to be re-assessed we would ask you for supporting information about your change in health needs) or to effect any changes to your tenancy (e.g. if you want to change your name on our records we’ll ask you for a copy of your marriage or deed poll certificate).
- we will hold records of all our contact with you, your contact with us, and any contact from third parties representing you or about you. This may include call recordings.
- we will keep financial records about the amount of money you have paid us, any amount(s) outstanding and associated recovery action. Depending on your method of payment, we may hold your bank account details.
- we may hold information about your history, for example regarding credit status or offences, if we need it to look after our staff, business or anyone else.
- we will collect details relating to the repair, maintenance and servicing requirements of your home (although this information will not necessarily constitute your personal data).
- we will process your information if you choose to sign up for an online account in order for us to manage your account and provide you with a personalised online service.
Provision of the information is a ‘Contractual Requirement’. Without this information, we may be unable to manage your services. For example, we cannot consult with you about changes to your service if we do not hold your contact details. Please speak to us with any concerns.
Where enquiries relate to household members, it is in our legitimate interests to know who is living in the premises, to check that accommodation remains adequate for current and near future needs of the household, to check that household members’ needs are being met and to ensure that the local community has quiet enjoyment of their homes.
- To meet your needs in our service delivery
- to ensure our services are accessible, that we take account of any support needs in our dealings with you and to improve our communications with you. For example, if you are involved with a carer, social worker or other advocate, if there are considerations we need to apply when we visit you at home, if you need large print or translated text.
- when profiling you for services and to target our resources.
Where processing information about you or your household members, we may have a legal or contractual obligation to process this information for example to provide inclusive services.
It is also in our legitimate interests to ensure that service delivery meets the needs of our service user and their household.
- To prevent fraud and illegal sub-letting and to confirm eligibility for housing
- We will verify your identity and dependant on your type of housing, we will ask for proof of ID and take your photograph from time to time, e.g. Tenancy Sign-ups or subsequent Tenancy Audits, when the housing composition changes or a reasonable period of time has passed (this applies to all household members over the age of 18).
Processing for the purpose of fraud prevention is required in order to meet our legal obligations. Therefore if we are unable to verify your identity we may not be able to provide services to you.
- To assist with personal security and prevention and detection of crime
- we may capture your image on our CCTV systems if you visit an estate, office or community facility which is covered by this facility.
Processing of this information may be required to meet Clarion’s legal obligations and our legitimate interests around health and safety and crime prevention.
- To manage the legal process if you apply to buy your home, purchase a further percentage in your Shared Ownership property or want to access another home ownership route
Provision of information requested for this purpose is required in preparation for entering into ‘contractual relations’. Without this information, we will be unable to manage this legal process.
Where the processing of information concerns household members, it is in our legitimate interests to do this. E.g. to ensure we understand all legal effects that a process may have.
- To facilitate your participation in local or Government schemes as applicable. For example:
- Participation in the Voluntary Right to Buy Midlands Pilot enabling eligible tenants to apply to purchase their homes. Relevant information will then be shared with the MHCLG and processed in line with their privacy notice.
Provision and sharing of this information, should you chose to apply, is necessary for the performance of a task carried out in the public interest to meet a function of the Crown, a Minister of the Crown or a government department.
- When you engage with our additional guidance, advice and support services. (Please remember, other privacy notices may apply)
- For example if you engage with Clarion Futures, we may hold information about your education, job history and skills and experience, or if we support you to improve your financial circumstances, we may hold detailed information about your household income and expenditure.
- If you ask us for support, we will hold detailed information about your needs and your family’s needs and where relevant, records of payments for the services provided to you.
Provision of information requested by us may form part of a ‘Contractual Requirement’. Without this information, we may not be able to provide this service. We will make it clear at the point of data collection whether the information is voluntary.
Where processing also concerns household members, it is in our legitimate interests to ensure that we are meeting the needs and expectations of all service users.
- To understand how we’re performing
- we undertake call recordings for training and quality monitoring purposes.
- we may use your contact details to carry out market research and customer satisfaction surveys to help us to monitor our performance and to improve our services to our customers. At this time, many of our surveys are carried out by The Leadership Factor (TLF). We also use Trustpilot to request feedback following different types of customer contact to enable us to monitor and improve services. This means we will share your name and email address with Trustpilot for this purpose. You can see their Privacy Notice here. If you choose to provide a review, we may also use such reviews in promotional material and media for our advertising and promotional purposes.
- to segment customers to help target our resources and prioritise services.
- in managing and analysing complaints.
- to monitor the success of our email communications and help us improve how we communicate with our customers
- to monitor our website usage so we can make our website better
- for statistical analysis.
It is in our legitimate interests to understand how we are performing so we can meet our mission statement and objectives.
There may also be a legal obligation for us to process the information or to demonstrate to our regulator that we are fulfilling our obligations, for example around anti-discrimination laws.
We also use your personal information in the following ways:
- Keeping in touch with you, understanding your needs, telling you about Clarion news, performance and services that you may benefit from, informing you of relevant opportunities (for example to purchase your home or purchase additional shares of a shared ownership home), and inviting you to events.
It is in our legitimate interests to communicate with you and keep you up to date with news and events in order to meet our objectives around social inclusion and helping to build communities. We will let you know if you have the option to opt out of receiving communications.
- Prevention and detection of crime, and quality management.
We do this to meet our legal obligations.
- Meeting our legal obligations including the requirements of our funders or regulators.
This is a legal obligation on Clarion.
We may also process confidential data about you including bank account information and property access codes.
Automated Decision Making and Profiling
There are some occasions where our computer systems are set up to use pre-programmed criteria to make automated decisions about you, for example determining your position on a housing waiting list, eligibility for a mutual exchange or assessing your affordability and/or eligibility for the purchase of a shared ownership home. Where there is no human intervention (no staff involvement in the decision process) and this has a legal or significant effect on you, you have a right to challenge the validity of any decisions made in this way and / or to ask us not to process your information in this way. Please contact us for more detailed information or to find out if you meet the criteria to opt out.
Clarion sometimes processes special category personal data about you. Special categories of personal data are: racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a person's sex life or sexual orientation and information about criminal convictions or offences including cautions.
Where Clarion processes this type of data about you it will do so:
- With your consent;
- Where we need to protect the vital interests (i.e. the health and safety) of you or another person;
- Where you have already made your personal information public;
- Where we or another person needs to bring or defend legal claims; and/or
- Substantial public interest grounds
To process personal data about criminal convictions or offences, we must have both a lawful basis for the processing and either legal authority or official authority for the processing.
We use this special category data to ensure services are delivered appropriately and to monitor equality, diversity and inclusion. In the case of certain health information, this may be needed for health and safety purposes and / or social protection.
We will apply additional security and confidentiality measures when processing your special category data.
Where provision of this information is optional, we will make this clear at the point of collection and we will ask for your specific informed consent at the time of collecting this type of data.
Where you provide consent for us to process sensitive personal information, you have the right to withdraw this consent at any time.
There may be times where we will not need your consent to process (including sharing) this type of data. This will apply where we are permitted or required to do so by law, for example under Health and Safety Legislation or where processing of this data is necessary in order for us to carry out our obligations under Social Protection Law.
We will apply appropriate technical and organisational measures to ensure your personal information is secure. For example, we have systems in place to ensure that access to personal information is restricted to authorised individuals on a strictly need-to-know basis.
When we need to share personal data with our contractors, third party suppliers and business partners, our relationships are governed by our contracts with them which include strict data sharing and confidentiality protocols.
To help us ensure confidentiality of your personal information we will ask you (and any of your representatives) security questions to confirm your identity when you call us and as may be necessary when we call you. We will not discuss your personal information with anyone other than you, unless you have given us prior written authorisation to do so, there is a court appointed deputyship or Power of Attorney or where we have received a clear verbal instruction from you (as a one-off circumstance).
Sometimes we need to share personal information we hold about you with other organisations that we work with or who provide services on our behalf. When sharing information we will comply with all aspects of data protection law.
Where ‘sharing’ is in our legitimate interests, we may share your information with:
- Our contractors to facilitate repairs, maintenance or improvement works.
- Other organisations in the Clarion Housing Group.
- Debt and money management advisors.
- Local authority teams such as housing, social services, environmental health and benefit agencies.
- Utility companies (and their representatives) and Council Tax Departments to ensure billing details are correct.
- Independent mortgage advisors and solicitors.
- Third parties providing services on our behalf. For example a mailing company distributing our newsletter; a research company carrying out a customer satisfaction survey, or a debt collection agency pursuing former tenant arrears.
We are also legally permitted to share your information with organisations such as:
- Agencies committed to protecting public funds and/or preventing fraud in line with the National Fraud Initiative. More information can be found on the work undertaken by the Cabinet Office at: https://www.gov.uk/government/collections/national-fraud-initiative
- Police and other relevant authorities (e.g. Department of Work & Pensions, Probation Service, HM Revenue and Customs) in relation to the prevention and detection of crime, the apprehension of offenders or the collection of tax or duty.
- Other statutory organisations e.g. social services, health authorities, Homes England, the Greater London Authority (GLA), the National Housing Federation, as necessary for exercising statutory functions.
- Council Tax Departments to ensure billing details are correct.
We may also share information when required by law for example where ordered by the Court or to protect an individual from immediate harm.
There may be occasions where we need to process your information outside of the European Economic Area (EEA), for example where we use a third party computer system supported by employees in the USA. Where we do this we will take all necessary steps to ensure that your information remains secure. You can ask us for more information about how our International Processing arrangements affect you by using the contact details above.
We will routinely use your contact details to send you information and communicate with you about your tenancy / lease / service. As a customer, we will also tell you about important Clarion news and events in your area. If you have a preferred method of contact, you can make this known to us, but we will use all means of contact available should we need to contact you in the event of an emergency or to enforce the terms of your tenancy / lease.
We would also like to keep you updated with information about other products and services (of ours and other reputable companies we work with) that we think may be of interest to you and where this will assist us in meeting our objectives. This would include information such as accessing training and employment, financial guidance, energy efficiency and digital support.
It is in our legitimate interests to send you postal communications (from time to time) which may comprise information about all these areas of our work. You can object to receiving this type of content from us in the post.
Before sending electronic communications of this nature, we will follow the law and guidance which requires us to seek your consent. You can change your mind at any time. Please just contact us or follow the ‘unsubscribe’ instructions that will be available on all of our promotional publications.
Clarion will never sell your personal data to 3rd party organisations for marketing purposes.
Clarion only holds records during the period of our relationship and for a set period afterwards to allow us to meet our legal obligations including resolving any follow up issues between us.
We have a document retention schedule which sets out how long we keep different types of information for. This is based on National Housing Federation guidance, legal requirements and best practice. Please contact us if you would like any more information.
Clarion is committed to upholding your rights in respect of your personal data.
The right to be informed
Through the provision of our suite of privacy notices, we will be open and transparent about how and why we use your personal information.
The right of access
You have a right to ask us what personal information we hold about you and to request a copy of your information. This is known as a ‘subject access request’ (SAR).
The best way to do this is to put your request in writing or ask us for a copy of our template form. When a Subject Access request is made, we will take reasonable steps to verify your identity before we can proceed so you may wish to submit a copy of your photo ID with your request to save time.
If you are seeking to obtain specific information (e.g. about a particular matter or from a particular time period), it helps if you clarify the details of what you would like to receive in your request. Very broad requests are likely to require clarification so we can make sure we know what information you require.
If someone is requesting information on your behalf they will need written confirmation from you to evidence your authority for us to release this and proof of ID (both yours and theirs).
Where you are unable to put your request in writing, you can contact the Data Protection Team to arrange for your request to be documented on your behalf.
If you choose to make a verbal SAR reqest, please contact the Contact Centre and request a call back from the Data Protection Team. We aim to contact you within 2 working days and will then send you a copy of the request to verify and attach ID before we start processing your request.
We have 1 calendar month to provide you with the information you’ve asked for (although we will try to provide this to you as promptly as possible). In response to SARs, we will provide you with a copy of the information we hold that relates to you.
Property information such as details of contractor visits, surveys or general property maintenance information is unlikely to constitute your ‘personal information’. If you ONLY require property related information, you do not need to submit a SAR – you can just contact our Contact Centre.
The right to rectification
You can ask us to rectify your personal data if it is inaccurate or incomplete. Please help us to keep our records accurate by keeping us informed if your details change.
The right to erasure
The right to erasure is also known as ‘the right to be forgotten’. In some circumstances, you can ask us to delete or remove personal data where there is no compelling reason for its continued processing. This is not an absolute right, and we will need to consider the circumstances of any such request and balance this against our need to continue processing the data. Our response will also be guided by the provisions of our retention schedule.
The right to restrict processing
In some circumstances you can ask us to restrict processing, for example
- if you disagree with the accuracy of personal data
- if we’re processing your data on the grounds of legitimate interests (as detailed earlier), and whilst we consider whether our legitimate interests override those of yours.
The right to data portability
If the situation arises where it would be helpful for you to move, copy or transfer personal data we hold about you, across different services, you may be able to ask us to do this. Please contact us to discuss.
The right to object
You can tell us if you object to our processing of your personal data:
- based on legitimate interests (including profiling) or for the purpose of historical research purposes. This is not an absolute right and we will need to consider your objection.
- for the purpose of direct marketing (including profiling);
Rights in relation to automated decision making and profiling.
Where a decision which has legal or significant effect on you is made solely by way of automated means (i.e. there is no human intervention in a computer’s decision) you have the right to object to this and depending on the reason for processing, either ask that we stop doing this or we show that we have implemented suitable measures to protect you, for example by explaining how the decision has been made and checking that the system is set up and functioning correctly.
If you’d like to talk to us about your rights, you can contact us at firstname.lastname@example.org. Alternatively, if you want to raise a complaint about our processing of your data or would like to seek an independent view, you can contact the Information Commissioner using the contact details provided at the start of this notice.
As a website user, we will collect:
- Information about your computer and about your visits to and use of this website (including your IP address, your cookie preferences, geographical location, browser type, referral source, length of visit and number of page views);
- Information relating to any transactions carried out between you and us on or in relation to this website;
- Information that you provide to us for the purpose of registering with us or subscribing to our website services including name, address, email, telephone number and, where relevant, the type of property you are looking for;
- Any other information that you choose to send to us.
We will use this to:
- administer the website and improve your browsing experience by personalising the website;
- provide relevant website services, for example, raising a request for us to contact you, to report a complaint and to make payments;
- monitor the useage of website to help us improve our services;
- produce anonymous statistical information about our website users to help us develop our website and services;
- deliver tailored advertising to you, on and off our website.
If at any time you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the permission you grant to us.
We also use third party cookies and may share information about your use of our site with our trusted advertising, analytics and social media partners.
Clarion is not responsible for the privacy policies or practices of third party websites accessed through links on our site.
Alternatively, you can set your browser so that it will not accept and store any cookie, or if you have a little more time and knowledge you are able to allow only certain ‘trusted’ sites to store cookies on your computer.