Process Specific Privacy Notices

For some of our business processes there may be a need for additional privacy information. We will tell you how we will process and look after your personal details, how long we will keep these details, who we will share it with and our legal basis for doing this.

We have a Data Protection Plan in place to make sure there is an effective and secure processing of your information.

Visiting our privacy notice will give more information about how your details are used, how we keep security of this and your rights to ask for the details we keep about you.

To talk to us about how we use your details, please contact our Performance and Information Team using the e-form on our website. If you not happy with what is said you can e-mail our Data Protection Officer. 

If you are not satisfied with the way we have handled your information, the Information Commissioners Office (ICO) is the UK’s independent authority upholding information rights in the public interest.  You find more information  on the Information Commissioners Office website.

 

Berneslai Homes In house Maintenance and Repairs services

Document Title: Berneslai Homes In house Maintenance and Repairs services

Created By (Service):Construction Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to the maintenance and repairs undertaken by our in house construction services for your home.

Why do we need to process your personal information for this purpose?

Berneslai Homes Construction Services carry out repairs and maintenance at your home.  This can be both when you report this to us or to maintain the property in line with required safety standards and regulations (such as gas servicing).

This information is needed to enable Berneslai Homes Construction Service or our approved subcontractors and suppliers, who work on our behalf, to be able to book appointments, ensure they are aware of any relevant communication or access needs and have details of the work to be undertaken.

The work may require an initial assessment inspection. If an inspection is required, we will notify you of this and make arrangements to visit.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

For this purpose, we will need to process your name, address, contact details (or an alternative contact number if you would like them contacting on your behalf).

We will also need to use the ‘access needs’ information held on your tenancy file, when carrying out work within your home, to ensure that construction staff respect and support your needs.  This includes the following information:

  • Communication needs e.g. sign language, English not main language
  • Access needs e.g. use back door, knock loudly
  • Warning markers registered against your property for employee / customer safety and wellbeing
  • We may also use disability or health information which you tell us about that workforce visiting your property need to be aware of. For example, you are a wheelchair user – this will allow us to wait longer for you to come to door when we arrive

We will also share this personal information, if it is essential, with our approved subcontractors to enable them to carry out any work.

How we will collect your personal information

We obtain this information both from your tenancy file and from any repair reports you make to our Repairs Hotline.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

We hold details of the work carried out on our order management system. We keep this information in line with our record retention policy.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular backups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

Your contact details and access requirements are processed for the purposes of the maintenance works we have been requested to carry out for you under our contractual obligations with you.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We will share your information, including your contact details and access needs with our approved subcontractors and third-party service providers, for the purposes of completing work at your home. These companies are under contractual obligation and we have made necessary checks to ensure they meet our standards, have robust processes in place and able to look after and protect your data.  We use several different Companies to support us with this work, these include:

  • Scaffolding companies
  • Property Condition Survey companies – This supports work under our Barnsley Homes Standard Scheme.
  • Kitchen surveys
  • Asbestos surveys and removal
  • Heating and Electrical contractors
  • Roofing contractors
  • Flooring contractors
  • Insulation contractors for both external wall insulation and roof and cavity wall insulation
  • Metal Fabricator Contractor
  • Gas and Electrical Audit consultants
  • Manufacturers where we have fitted boilers or showers , equipment and adaptations that are still under warranty
  • Plastering and general building contractors
  • Couriers and delivery companies – where we may have parts delivered to your home address
  • Statutory undertakers – Water, Electrical and Gas service providers
  • Professional advisors such as engineers and surveyors

Where necessary we will also share information where required to by law or in the public interest, with other statutory service providers, with regulators, with the police or fire service. We may also share personal data in order to exercise or defend our legal rights.

Whenever personal information is shared outside the European Economic Area, we will ensure appropriate safeguards are in place – such as contractual controls and (for US-based Companies) the Privacy Shield scheme. For further details please contact us using the details at the beginning of this notice.

How long will your information be kept?

We hold details of the work carried out on our order management system. We keep this information in line with our record retention policy.

Lettings Housing register applications

Document Title: Housing register applications

Created By (Service): Lettings Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to housing register applications.

Why do we need to process your personal information for this purpose?

Your information will primarily be used to determine whether you are eligible to join the waiting list, the priority on the waiting list and the type and size of accommodation you need to meet your needs.

In addition, in the course of our activities as a provider of social housing, we need to collect, store and use personal data about you to enable us to deliver efficient and effective services to you such as in the following areas:

  • letting and renting properties- so that we know the type and size of accommodation you need
  • administering waiting lists
  • carrying out research
  • providing associated welfare services, advice and support e.g. to assist you with applying for vacant homes
  • maintaining our records
  • monitoring and promoting equal opportunities
  • providing housing options and homelessness advice to you
  • dealing with complaints and any feedback from you
  • responding to any enquiries we receive from Councillors, MPs and any support agencies you may have asked to support your housing application
  • responding to government who may ask for information about the general size and make up of the waiting list. We would never disclose any of your personal information to government
  • To prevent fraud

To determine eligibility to join the Housing Register we will obtain your permission on the application form to undertake the following activities:

  • Carry out checks with previous/current landlords
  • Carry out previous/current BMBC tenancy checks
  • Obtain information from Police Authorities/Probation Services if appropriate
  • Carry out checks on the BMBC Housing Benefit/Council Tax system
  • Contact relevant support agencies as necessary
  • Complete an assessment of current housing need/priority.

Once we have completed our assessment, we will notify you in writing of our decision.  If you are not successful you will be offered a right of appeal of our decision.  If you are successful, we will advise you your unique homeseeker reference number / priority band / priority date / and when your priority will be reviewed/ how to apply for vacant properties.

We will use your contact details given on the application form to contact you at least on an annual basis, and in some circumstances more frequent, to ascertain if you wish remain on the housing register, tell you about any changes we make to the service we offer and to contact you about any vacancies we may advertise.

You can notify us at any time if you wish to be removed from the register and we will cancel your application and if applicable remove you from our housing register.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We collect most of this data directly from you from the application, medical or changes of circumstances forms you complete. These are completed online, in person by phone or email and/or through our website. However, we may also collect data from third parties such as:

  • housing benefits
  • your previous landlords
  • the police
  • health and social welfare agencies
  • enquiries that are received from councillors, MPs or someone acting on your behalf

We need your personal information, and if applicable that of your joint applicant and family members.  If you do not give us this information, we will not be able to process or assess your application correctly and determine what type and size of accommodation you may need or qualify for.

Characteristic data that we collect is used solely for equality monitoring so we can ensure our services do not discriminate against individuals or groups – data used for this purpose is completely anonymised.  You do not have to provide this information and you can use the ‘prefer not to say’ category.

While ever you are on the waiting list you must notify us if your circumstances change so that we can reassess your application.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

We have access to your data held on the Barnsley Council Tax and Housing benefit system to support us to verify the information you provide to us.

We are also signed up to the National Fraud initiative scheme, that is used to prevent and detect fraudulent activity.

Our Legal Basis for processing your information

When you apply to join the Housing Register we are processing your information with our legal obligation and for carrying out a ‘Task in the public interest’.

The data collected for equality monitoring is collected on the legal basis of carrying out a ‘Task in the public interest’ and ‘Substantial public interest’, specifically to monitor and improve equality of treatment and opportunity.

The verification of information with a third party will be done with your permission (consent).

Where we share information for purposes such as safeguarding or crime prevention or detection, we do this because we have a legal obligation to do so.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

Generally, we will not share information about a housing applicant unless we get your written permission.

If an applicant asks us to pass information about their application to a nominated person we will obtain your authority before doing so.  We will continue to give information about the application to the nominated person unless the applicant tells us they no longer want us to.

We may be required, allowed under data protection legislation, to disclose your personal data without your permission ( consent), for example if we have a legal obligation to do so, such as for:

  • law enforcement
  • fraud investigations
  • regulation and licensing
  • criminal prosecutions
  • court proceedings

We must protect public funds and may use personal data and data-matching techniques to detect and prevent fraud, collect taxes and ensure public money is targeted and spent in the most appropriate and cost-effective way. To do this, your personal data may be shared with other bodies responsible for auditing or administering public funds, including the Department for Work and PensionsHM Revenue and Customs, the Police and other local authorities.

Where there are public protection issues (e.g. vulnerable adults or children or for crime prevention or detection purposes), where there is potential fraud or when assessing your housing needs, where we may need to share information with relevant agencies. This would be covered by legislation or our Interagency Information Sharing Protocol.

If there is uncertainty about an Applicant’s immigration status, we must contact the Home Office Immigration and Nationality Directorate to verify that an applicant has the legal right to appear on the waiting list / be granted a tenancy.

How long will your information be kept?

We are committed to making sure that your privacy is protected. Any information you provide will be held securely and in line with data protection and privacy legislation.

We will keep your personal data for no longer than necessary for the purposes that we have obtained it.   If you have not been successful as an applicant, we retain your application form and supporting documentation collated to reach our decision securely for a period of 7 years.  Where you subsequently are offered a property and become a Berneslai Homes tenant your application documentation is transferred to your tenancy file and retained for a period of 12 years after termination of the tenancy.

We have a Records Retention Schedule which sets out how long we will keep different types of information. Once it is no longer necessary to continue processing your personal data we will delete it securely and confidentially.

Lettings - allocation of properties

Document Title: Allocation of properties

Created By (Service): Lettings Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to allocation of properties.

Why do we need to process your personal information for this purpose?

In the course of our activities as a provider of social housing, we need to collect, store and use personal data about you to enable us to deliver efficient and effective services to you such as in the following areas:

  • letting and renting properties- so that we know the type and size of accommodation you need
  • administering waiting lists
  • carrying out research
  • providing associated welfare services, advice and support eg to assist you with applying for vacant homes
  • maintaining our records
  • monitoring and promoting equal opportunities
  • providing housing options and homelessness advice to you
  • dealing with complaints and any feedback from you
  • responding to any enquiries we receive from Councillors, MPs and any support agencies you may have asked to support your housing application
  • responding to government who may ask for information about the general size and make up of the waiting list. We would never disclose any of your personal information to government

While ever you are on the waiting list you must notify us if your circumstances change so that we can reassess your application.

When you make an application for a vacancy and are the successful applicant, we will use the information supplied to:

  • Determine that you are still eligible for an offer of accommodation, this may include checking that your situation has not changed, you are no longer eligible to appear on the waiting list etc.
  • The property being offered meets your housing needs
  • The property to be offered does not increase the personal risk to you and your family or to an immediate neighbour
  • The application is not a fraudulent application and is in accordance with the information you have supplied

You can refuse to take up the tenancy at any time, starting from when we notified you about the offer up to the tenancy agreement being signed.  If you do this, we will ask for your reason and this will be retained on our Housing management system.   Refusing a property could impact your priority status and, in some cases, warrant suspension from the housing register – we will notify you should this apply to you.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

You will be required to complete an application form.  This will collect a significant amount of personal information about you in order that primarily it can be used to determine whether you are eligible to join the waiting list, the priority on the waiting list and the type and size of accommodation you need to meet your needs.

We will also use the information supplied to determine whether you need assistance to search and apply for vacancies

Before we make you an offer of accommodation, we will ensure that we have all the information we need to validate that you are eligible for an offer of the property.  This will include existing and previous landlord references and other information from individuals and agencies that relate to your application information provided – this is undertaken with your permission that you gave us when you submitted your housing application.

Should you wish to take up tenancy, following its viewing, of a property you will be required to sign a tenancy agreement.   Before you sign your tenancy agreement you will be asked to provide proof of identification and we check to see that no information has changed since your application and check your identity. Your record will be updated if necessary. We will ask you about health matters including any disability that you have previously disclosed to assist in determining if the offer is suitable to meet your needs.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

We have access to your data held on the Barnsley Council Tax and Housing benefit system to support us to verify the information you provide to us.

We are also signed up to the National Fraud initiative scheme, that is used to prevent and detect fraudulent activity.

Our Legal Basis for processing your information

The processing of your personal data for this purpose is in the course of you entering into a contract with us; and for your special category data, such as your health data with the legal basis of our obligations of social law –  these both extend to processing your data for your housing application and if successful your tenancy agreement.

The checks that we undertake to assess your eligibility for a property are done with your consent and for your health records your explicit consent.

Where required following the offering of a property to you we will share your personal information with the necessary approved utility providers as required under the terms of your contract with us to ensure utilities to the property are administered correctly, such as for bill payments to be made by you.

We are imposed by the government to provide CORE information to them once we have offered you a tenancy and this has been accepted by you – this data is provided on an anonymous basis.

In the download you can find further information on the governments published privacy notice for processing this data for this purpose.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

If you apply for a housing association or any private rented accommodation we advertise on the website we will share with the Housing Association or Private Landlord  your name / address / contact information and housing register priority details to assist them in determining whether you qualify for their accommodation and to contact you about the vacancy.

If you are successful with your property bid and we are to make you a property offer, once our checks are completed, we will pass your name / address / contact details to one of our Housing Management Officer who will contact you direct to arrange for you to view the property.

Once you have signed your tenancy agreement we will inform our approved preferred energy supplier of your name / address and tenancy start date.   This is done to ensure you have services to the property when you move in – you will be provided with information about how you can change energy suppliers

How long will your information be kept?

We will keep your personal data for no longer than necessary for the purposes that we have obtained it. We have a Records Retention Schedule which sets out how long we will keep different types of information. Once it is no longer necessary to continue processing your personal data we will delete it securely and confidentially.

Most of the documentation collected during the application through to allocation of properties is retained securely and confidentially for legal purposes for 12 years after the tenancy ends.

Rent payment management

Document Title: Rent Payment Management

Created By (Service):Rent services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to rent payment management for your home.

Why do we need to process your personal information for this purpose?

We use your information held on our housing management system, that we have collected from you both during the tenancy application process and from subsequent updates you have informed us about during your tenancy,  in order to manage your rent account in relation to your tenancy.

As part of our tenancy offering process we will advise and discuss with you before you take up the tenancy,  the amount of the rent to be paid ,how you will pay and the payment frequency– you need to be certain that you can afford the rent payment as you have a legal obligation to pay your rent once you start your tenancy.

We will serve you notice whenever there is a change in the gross rent for the property.

Should you be unable to make your rent payments or reach an arrangement with us to repay your debts we will process your information to take possession proceedings against you in the County Courts.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will use the information that we hold about you on our Housing Management System.

With regards your direct debit to make your rent payments, you can phone the rents team to provide your details or submit a direct debit form either on line or by sending to us by post.  If your account details change you can also notify of the change in this way.

Where we take a payment direct from you our payment systems do not retain any information about the bank account being used and there are no circumstances where we voice record card payment information.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

Your payment details are processed on the legal basis of being necessary for the ‘Contract’ which you have entered into with us, i.e. your tenancy agreement.

Tenancy references are provided, homelessness and other support agency and organisation referrals are made with your permission on the legal basis of your ‘Consent.’

We may share information without your permission where we have a legal obligation to do so such as where we have safeguarding concerns about you and members of the family, if we suspect fraud or you breach the terms of your tenancy agreement.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

Where you claim housing benefit or Universal Credit we will share your name, address, national insurance number, tenancy agreement and weekly rent with BMBC Benefits and Taxation service and with the Department of Works and Pensions (DWP) in order for them to calculate your entitlement correctly.  If you receive housing benefit we will notify Barnsley Council of any changes to your rent payable – for tenants on Universal Credit you are responsible to do this. When a new claim is made for Universal Credit and the DWP have notified Berneslai Homes, we will contact you via text (using Wizemail) or letter to confirm and inform you of our support offer.

We prefer our tenants to pay via direct debit, we will collect your bank account details and send these along with details of your payment plan to Allpay our direct debit provider to ensure your payments are correct for the coming financial year.  We do not keep details of your bank account on our system.

Our systems will automatically alert us to any missed payments from you.  We will contact you to discuss repayment terms of the arrears holding on your account. If during our discussions with you we determine that you would benefit from specialist support from our Tenant First Service , our CAB’s Money Advice Worker , BMBC ‘s Information Advice and Guidance Advisors  we will obtain your permission to give your details to them so that they may contact you and try and support you with debt management or in the most serious of cases if you are facing eviction from your property to the BMBC’s Housing Options and Homeless Advice Service .

If you seek legal advice or support from a third party we will only pass information to that person / agency with your explicit written consent.  You will be kept informed of proceedings against you.

Where Berneslai Homes needs to provide a refund, compensation or a credit to you, we will contact you for your account details and pass them to Barnsley Council Financial Services who will process these on our behalf.

If you leave an outstanding balance on your rent account when you terminate your tenancy and fail to maintain a repayment arrangement we may, in specific circumstances give your details to the debt collection agencies; Rossendales and Jacobs.

At your request we can provide a tenancy reference to housing associations and/or letting agents covering rent payments, length of tenancy and anti-social behaviour registered for your tenancy that you hold for us. There may be a charge for this service payable in advance and we will notify you if this is the case.

At your request we can provide your name and contact details for a call back from the Home Contents Insurance provider engaged to offer this service.

How long will your information be kept?

We’ll keep information about your rent account payments for a period of 7 years after the tenancy ends in line with financial payment retention standards.  Details of your tenancy will remain on our housing management system for a period of 12 years after your tenancy is ended.

Where we take a payment direct from you our payment systems do not retain any information about the bank account being used and there are no circumstances where we voice record card payment information.

Looking after your property - maintenance and repairs

What type of information we will process for this purpose:

You will need to give us your name, address, contact details (or an alternative  contact number  if you would like them to be contacted on your behalf ) and maintenance and repair information when you contact us for this purposes either to our repairs hotline, online via our website or in writing to us.

We will also need to use the following information held on your tenancy file to process your request:-

  • Communication needs e.g. sign language, English not main language.
  • Access needs e.g. use back door, knock loudly.
  • Warning markers registered against your property for employee / customer safety and wellbeing.
  • We may also use disability or health information which you tell us about that workforce visiting your property need to be aware of. For example you are a wheelchair user – this will allow us to wait longer for you to come to door when we arrive.

Why do we need your information?

This information is provided to either our in-house repairs service or our approved partners, who work on our behalf, to be able to book appointments, ensure they are aware of any relevant communication or access needs and have details of the work to be undertaken that is approved by us.

We will accept requests for maintenance and repairs from individuals acting on your behalf. We will contact you or your nominated appointee that we hold on our records to make arrangements to either carry out an assessment or carry out the works to the property.

The work may be ordered directly following the report or depending on the repair / maintenance requested to the property it may generate an initial assessment inspection. If an inspection is required we will notify you of this decision and the timescales.

For tenants of properties which we manage on behalf of private landlords, we will refer any repair issues to your landlord.

We hold details of the work carried out on our order management system. We keep this information in line with our record retention policy.

Our legal basis for processing your information:

Your contact details and access requirements are processed for the purposes of the maintenance and regulatory checks we are required to carry out under our contractual obligations with you.

Repairs and Maintenance: Total Mobile

Document Title: Total mobile remote assistance video technology – repairs and maintenance

Created By (Service): Asset Services

This privacy notice was created January 2021.  Date of next review January 2022.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information using this technology. This notice applies to information Berneslai Homes processes in relation to remote assist video link communications for repair and maintenance video triage.

Why do we need to process your personal information for this purpose?

We require your personal information to provide assistance regarding housing repair requests and meeting our obligations regarding property maintenance. Scenarios which may benefit from the use of a Remote Assist video link communication include to:

  • triage emergency repair requests to establish if an out of hours visit is required
  • provide imminent support and advice to customers without the need for a home visit
  • establish repair requests where imminent support and advice would benefit
  • conduct surveys and provisions for work planning and materials without the need for home visit
  • provide support from managers to operatives that are in the field conducting repairs within your home
  • support managers to assess work progress and job satisfaction levels

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will only collect and save the video recordings that you take for this purpose.  We will never ask you to take videos that include images of yourself or anyone else in the property.

How we will collect your personal information

You will need to report a repair or maintenance required to your property in the usual way.  This request can either be made by phone, online by visiting our website, or by asking someone else to do this on your behalf.

If we feel it is appropriate to use this remote assistance video technology for this request; we will send you a link with a unique reference to use and upload your video to when completed.   We will also be issued with the unique reference number as this will then allow us to view the video you taken that relates to this specific reported job.

Where will we store your personal information and who will have access to this

When you upload a video recording all the information will be stored confidentially and securely in Remote assistance systems, with access controls applied and only staff with a business need permitted to seeing your information.

Berneslai Homes staff will be given access rights to the videos held by ‘Remote Assistance’ where they have a business need to access them.  All employees and contractors who have access to these videos will be trained to handle data properly.

From time to time Berneslai Homes may be required to download and retain a copy of the video on our systems in order to ensure that the correct action is taken or where we are required to retain a copy for legal purposes.  Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Our Legal Basis for processing your information

Your video is being processed for the purposes of the maintenance works we have been requested to carry out for you under our contractual obligations with you.

In some instances we may process your data without your consent if we have a legal reason to do so.  This will be required to ensure that we comply with the law for such matters including safeguarding and crime prevention; Crime and Disorder Act 1998, Care Act 2014, Children’s Act 1989/ 2004, Working Together to Safeguard Children 2015.

Who and the reasons why we may share or allow access to your information

Your video recording will be seen by Berneslai Homes staff who are processing your repair or maintenance report for your property.  It may be disclosed to our in-house Construction Services team or approved partner for them to carry out repairs and maintenance on our behalf.

We may also be required to share the information with other Berneslai Homes teams who require this information.  For example, where you have raised a complaint about works completed; or information is needed to support an application for an adaption to your property to meet your needs.

We will also share information with law enforcement and other agencies where we have a legal reason to do so.

How long will your information be kept?

Recordings held on the ‘remote assistance’ database will be automatically deleted 12 months after the video was uploaded , by which time the repair and maintenance request should be closed.

Where we have downloaded a copy of the video onto our systems data be retained in line with the retention periods required for the reason of the download.

Barnsley Homes Standard programme

Document Title: Barnsley Homes Standard Programme

Created By (Service): Investment and Regeneration Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to us ensuring we meet the Barnsley Homes Standards for all our properties.

Why do we need to process your personal information for this purpose?

Berneslai Homes is required to maintain all its properties we manage in line with the Governments published Decent Homes Standards.

We identify from our housing records any properties that are eligible to join the current programme called the Barnsley Homes Standard (BHS).

Using your name and contact information from our tenant records we will contact you in writing to inform you your property is due to be part of the next BHS scheme we are running – you may opt out of the scheme should you wish by notifying us in writing of your decision; this will be respected by us providing there is no health and safety issues at the property that under law we must address in your interest.

Construction Services and our approved Property Repair and Improvement Partners, Wates, will be carrying out the works overseen by us. We will provide them with your name, address, contact details and any identified access needs, communication needs or health problems you have told us about to enable them to arrange a survey of your property.

Following an initial survey, we will approve the work to be undertaken and you will be contacted to schedule in the works to be undertaken.

When the work has been completed, we will update our records with details of the works undertaken to the property.  We will also send a satisfaction survey for you to complete and we act on any feedback that you provide.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will collect contact details to be used during the programme; these can be for friends, family, carers or someone else who you wish to act on your behalf to enable us to arrange visits to your property to carry out the works.

During the home survey we will also need to collect information about your health and disability information for this programme, so that any works that are undertaken can be tailored to meet your needs.

Where will we store your personal information and who will have access to this?

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

Your contact details, access needs, communication needs and health requirements are processed for the purposes of compliance with the Barnsley Homes Standards programme as required to be administrated under UK law.

Where your contact details are used for sending you a satisfaction survey, this is done on the legal basis of our ‘Legitimate interests’ of understanding what went well or how we can improve our services.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We will share your information for this purpose with our approved property repair and improvement partners.  Occasionally, our main contractors will use sub-contractors to help deliver work – this is only undertaken with our prior permission and approval. We have put safeguards in place to ensure they respect any personal information they may need to use.

Your contact details may require to be sent to property surveying contractors in order to undertake property condition surveys prior to any works taking place and to advise any customer choices that may need to be confirmed prior to the start of works.

How long will your information be kept?

We’ll destroy the survey information within 2 years of it being carried out and personal information collected during the process 7 years after the works have been completed.  The survey questionnaire will be destroyed 2 years after receipt of your responses.

Central Heating Replacement Scheme

Document Title: Central Heating Replacement Scheme

Created By (Service): Asset Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to central heating replacement scheme for your home.

Why do we need to process your personal information for this purpose?

In most cases, we will need to provide our approved third-party contractor with your details so that they can undertake a survey of your property to check for asbestos and collate a materials list, allowing the works to be programmed in.

Should you not allow the survey to be undertaken, we will be unable to continue with the replacement central heating and will update our records accordingly.

Once we receive any survey results or can gather the required information from our existing records, we will pass your details to our approved installation contractor who will then liaise with you direct and programme heating system / boiler replacement works at your convenience.

Occasionally, our approved contractors will use sub-contractors to help deliver work; this is only done with our prior permission and approval. We have safeguards in place to ensure they respect any personal information they may need to use.

Once we are notified that works have been completed at your property, we will update our records with details of the new boiler and installation date.  This will allow us to plan for future servicing of the boiler.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will ask at the start for your contact details that we may use for this scheme. From our existing records we will need to use your name, address, house type, existing boiler details, identified access, communication needs and on a needs basis  details of health problems you have previously told us about; for example you have assisted walking so may take longer to reach the door or you have a hearing impairment .

How we will collect your personal information

Using our database of properties, we will identify those that are eligible to be considered for a replacement central heating system, this is usually based on fuel type and age.

We will inform you in writing if your property has been identified and will ask that you either decline works or provide us with your contact details so that we can progress this on your behalf.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

In addition to the above Berneslai homes and the Occupational Therapist service use a shared portal for this purpose – only those with a need to access your information are given permission to view this.

Our Legal Basis for processing your information

Your information is being processed as it is necessary for us to perform this activity in the public’s interest or in the exercise of our official authority.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We will only share your information with our approved contractors, Tersus who will carry out asbestos checks where necessary, and Home Utility Group Limited who will carry out heating related works in your home.

To protect your data, we will only use secure email when sending your information to our third party approved contractors.

How long will your information be kept?

Where you decline to take part in the scheme, we will keep the reason you give for a period 12 months to enable us to respond to any queries.

Following completion of works we will update our records with your new central heating system information to enable us to carry out future servicing work.

Properties and tenancies managed on behalf of a private landlord

Document Title: Properties and Tenancies managed on behalf of a private landlord

Created By (Service): Investment and Regeneration Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to properties and tenancies managed on behalf of a private landlord.

Why do we need to process your personal information for this purpose?

At Berneslai Homes we offer a management service for private landlords or housing associations.  We may process your information for the following reasons:

  • Communicate details about tenants occupying your property
  • Report property issues notified to us by the tenant
  • Advise of any repairs managed or undertaken by us on your behalf in line with the signed agreement
  • Notify you of your fees for the manged service and inform you of the rent that we will pay to you which we have collected on your behalf.
  • Make payments of collected rent into your account.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

If you are a landlord and sign up to receive our management service offering, we need your personal information, name / address / contact details / Bank Account details  and a clear description of the level of management required by us in respect of the property we are to manage on your behalf.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back-ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

When you provide us with bank account information this is used to facilitate the electronic payment and charge systems used by the council on our behalf to enable quick and easy transactions. Once this is set up, we destroy any copies of your account information and that held within the electronic system is security protected.

Our Legal Basis for processing your information

Your contact details and payment details are processed on the legal basis of it being part of the ‘Contract’ between Berneslai Homes and you as the landlord and owner of the property.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

In line with the management agreement and with your specific permission we will provide identified contractors with your contact information so that you can discuss directly with them any issues of repairs reported, inspection reports and payment arrangements directly with them.

How long will your information be kept?

We’ll keep this information for a period of 7 years after the end of the contract, in line with financial regulations, after which it will be destroyed.

Customer Services

Document Title: Complaints, Appeals and Reviews
Created By (Service): Customer Services

This privacy notice was last updated November 2020.  Date of next review November 2021.

We are committed to protecting and respecting your privacy.
This Privacy Notice tells you what you can expect when we collect and process your personal information. This notice applies to information we process in relation to complaints, appeals and reviews.

Why do we need to process your personal information for this purpose?

We need your information so that we can investigate your complaint or appeal, produce a response and take any necessary action.

We will keep you fully up to date with the progress of our investigations.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

Initially we will collect your name, address, contact details and the nature of your complaint including evidence you supply to us.
We will then undertake a full and detailed independent investigation; this may include obtaining additional information from our services and systems where your data is held.

If we find that a financial remedy is required as a result of our investigation, we will contact you for your bank account details.

How we will collect your personal information

If you register an informal or formal complaint or appeal, we will investigate the complaint or appeal.

We collect your information when you contact us over the phone, by e-mail, using our e-form, by letter, through a third party such as a councillor or advocacy agency or in person if we visit you or you visit us.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations. This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users. We do not permit the testing of the system with your personal information. Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back-ups of the data we hold. This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service. This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

Our legal basis for the processing complaints is because we have a legal obligation to do so on notification.
We have a legal duty to consider appeals and reviews as follows:
• Appeals about a housing application – Housing Act 1996
• Reviews of introductory tenancies and demoted tenancies – Housing Act 1996
• Reviews of Flexible Tenancies – s.107A Housing Act 1985, as inserted by s.154 Localism Act 2011.
• Appeals about Decent Homes works
• Appeals about adaptation works

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We do not generally share information about a specific complaint. However, for the purpose of completing an investigation we may need to share your information with a third party contractor who is involved with the subject of your complaint, for example a repairs contractor. We will only share the basic information which will enable them to answer the concerns you have raised. We do not share any personal sensitive data or information that you have asked us not to share.

If you have an advocate or legal representative who is making the complaint on your behalf we will share information with them but only if you have given us permission to share information with them. If a councillor or MP is making a complaint on your behalf, we do not need to ask your permission to share relevant information with them.

If you ask the Housing or Local Government Ombudsman to investigate your complaint, then we will share information with them.

If you have registered an appeal or asked for a review of a decision about an introductory, flexible or demoted tenancy then we will share your information with the panel who consider your request for a review or appeal. This panel is made up of tenant representatives and Board directors – they have specific protocols to follow in respect of protecting your personal data. The information they receive before the appeal is anonymised. They do not retain any personal information they receive at the appeal or review meeting – any notes they make are returned to the support officer who destroys them confidentially.

Where we need to provide a refund, compensation or a credit to you, we will contact you for your account details and pass them to Barnsley Council Financial Services who will process these on our behalf.

How long will your information be kept?

We keep information that we collect during the processing of the complaint, review or appeal on our system, with only the staff who need access to your file given access permission.

We retain our stage 1 and stage 2 complaint files for a period of 2 years after the case has been concluded. Ombudsman complaint files are retained for a period of 6 years after case has been concluded. We retain appeal and review files for a period of 2 years after the case has been concluded.

We will not retain bank account details on our system and shall discard the completed payment form once we are assured the payment has reached your bank account.

Telephone call recording

Document Title: Telephone call recording

Created by (Service): Customer Services

This privacy notice was last updated September 2020.  Date of next review August 2021.

We have telephone call recording on some of our telephone lines that you may use. Some departments and staff members also have mobile phones or landlines which have a voicemail recording facility where you can leave a message.

The phone lines that may be recorded are:

  • Repairs Hotline on 01226 787878
  • General Enquires Line 01226 775555
  • Service Control Unit 01226 773731

You will be told at the start of a conversation if this will be recorded, unless the law states otherwise (e.g. in relation to the prevention and detection of crime or fraud).

We may listen to the recording for the following reasons:

  • to monitor calls to ensure we are providing you with the best possible service;
  • to train staff to respond and deal with your calls;
  • to resolve queries; and
  • to prevent, detect, investigate and prosecute fraud.

We do this to offer a good customer service, support our staff and to protect public funds.

If you do not wish to have your call recorded then you can use other ways of contacting us, such as online or in person.  Simply visit our Contact Us section to find out more.

Telephone payments

When you make a telephone payment we do not record the part of the conversation that includes your bank account number, sort code or payment card details.   Your call is routed to a separate system held by us for this purpose.

How long do we keep your telephone call recording?

We will automatically delete call recordings 12 months after the call was made, this also includes voicemail recordings made on a landline number. Any voicemail recordings on mobile phones will be deleted within 1 month.  Calls may be kept longer if there is a business need; for example evidence to support a complaint.

This ensures that we can use the recording for the purposes given above.  We may take a transcript of the recording where you have raised a query or the information is required for the purposes of preventing, detecting, investigating and prosecuting fraud; this will be kept securely in our records for a period as defined by our retention schedule.

Who do we share your information with?

The telephone recording and data collected during the call may be shared with other parts of Berneslai Homes and in some cases external organisations and the Council if they have a legal right to see it. For more information on data processing you can take a look at our Specific privacy notices.

Do we transfer your telephone call recording outside of the UK or EEA countries?

Our telephone conversation recording is captured and processed on computer systems in the UK.

Your rights

The information you provide will be managed as required by Data Protection law.

You can find out more about your rights and how we process your personal information under the your personal data section.

Equipment and Adaptations for your home

Document Title: Equipment and Adaptations for Your Home Privacy Notice

Created By (Service): Asset Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to equipment and adaptations for your home.

Why do we need to process your personal information for this purpose?

You can request equipment and adaptations for you home to meet your current health condition needs at any time of your tenancy.

We will undertake an initial review of the request and we will either approve this request or request additional information and further assessment to consider this matter and to ensure we provide you with the correct equipment and adaptation for your needs.  Refer to the section below regarding who we share your information with to process this request.

If your request is rejected by us at any time, we will notify you in writing on our decision. You have a right of appeal our decision, at which time your request, assessment and further information collected as part of the process will be discussed and considered.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will need your name, contact details, address and details of the equipment and adaptation requirements to your home you are applying for.

How we will collect your personal information

This request can either be made by phone, online by visiting our website, or by asking someone else to do this on your behalf.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

In addition to the above Berneslai homes and the Occupational Therapist service use a shared portal for this purpose – only those with a need to access your information are given permission to view this.

Our Legal Basis for processing your information

We have a legal obligation to process your information for this purpose and allow us to comply with the law.

Where we need your permission to share your data, for example a referral to our Independent Living at Home team following our assessment, we will be processing this with your explicit consent.  This consent can be withdrawn at any time but this may result in you not being able to access our services for this purpose.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

Following the approval of this request, we will pass your contact details, communication and access information held on our tenant file to our in-house Construction Services team or approved partners Wates for them to arrange to deliver and install this at your property. If you do not allow us access or decline the install of this equipment, we will return this to stock and update your tenancy record with the reason for this.

Where after the initial review we require further information and assessments to consider your request and to ensure we provide you with the correct equipment and adaption for you needs we will pass your contact information and request details to an Occupational Therapist or an Equipment and Adaptations Officer for them to arrange a visit to you. During the visit they will be able to offer you advice and assess the way you manage in your property.  Following the visit, they will report back to Berneslai Homes making any recommendations for equipment and adaptations relevant to your needs.

As part of the appeals procedure, data provided to us as part of your application and appeal will be shared with a Berneslai Homes Representatives, a Senior Occupational Therapist and a panel which Councillors and Board Members are part of. Also, if you choose to nominate somebody to represent you as part of your appeal, data will be shared with them.

How long will your information be kept?

We will keep this information for: 2 years after our final decision is taken with regards to your application (approval or decline).

Tenants First Service

Document Title: Tenant First Services Privacy Notice

Created By (Service): Tenant First Services

This privacy notice was last updated November 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to Tenant First Services.

Why do we need to process your personal information for this purpose?

Berneslai Homes has a Tenants First Team that is available to provide you and your family with additional specialist support, tailored to your circumstances and to help you sustain your tenancy.  This includes access to family intervention services, tenancy support officers, mental health workers and access to our furnished tenancy schemes.

Once we have been informed, either from you or by a third party, that you wish to be considered for this service we will contact you to understand your current circumstances and identify which third party agencies and organisations we need to engage with.  This process will ensure that we can provide you with the best possible service to meet your needs.

Following your initial assessment, if it is recognised, we can provide you with the support you need, we will produce a plan which will be reviewed with you on a regular basis while ever you are receiving support from the service.

If you or other persons identified under the initial assessment do not provide us with the information we need to make the assessment or refuse to give us permission to gain information with other relevant third party agencies and organisations on your behalf, we will not be able to proceed with our services.

You can withdraw from the service and support being offered to you at any time and we will close our file.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will need to ask and record on our forms personal information that is required to assess your needs and provide you with the relevant support.  This information will not only be about you but also from others (aged over 16) that are identified during our contact with you.

In addition, we will process relevant information provided to us by any third party agencies and organisations that may be involved with you.  This information will include both personal and special categories of data, such as but not limited to your name / address / date of birth / contact details / health records / financial details.

How we will collect your personal information

With your permission (consent), we will contact third party agencies and organisations on your behalf to gain the information we need to provide this service to you.

We will discuss with you, both during the initial assessment and at regular future update meetings which of these are relevant for us to contact to support your needs.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

We are processing your personal data for this purpose with your consent and with your explicit consent for your special category data.  This means that you can stop us processing your data at any time by applying your rights under data protection legislation – refer to our full privacy notice for information about your rights and how to put in a request.  However, if you withdraw your consent to us processing your information for this purpose this may result in us not being able to offer your family our services.

Please note in some instances we may process your data without your consent if we have a legal reason to do so.  This will be required to ensure that we comply with the law for such matters including safeguarding and crime prevention; Crime and Disorder Act 1998, Care Act 2014, Children’s Act 1989/ 2004, Working Together to Safeguard Children 2015.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us deliver this service

We may need to share the information you provided to us with these third party agencies and organisations to enable them to undertake some actions to support your needs.

These third party agencies and organisations will include, but not limited to, Barnsley Council services, Police, Probation, Fire Service, Job Centre Plus, Education, Schools, Barnardo’s, MIND, debt agencies, Health, AO, Furniture Resource Centre.

For those tenants wishing to apply for a furnished tenancy through either the Newcastle Furnished Tenancy Scheme (NFS) or Legacy Scheme, Berneslai Homes may disclose your personal information to them regarding this matter to set up your furnished tenancy scheme, and progress with your application.

The sharing of your personal data is only undertaken where we either have a data sharing agreement in place or an approved contract in place with this – this is to ensure that your personal information is processed securely and in accordance with data protection legislation.

If we are sending your personal information in an email, we will ensure this is sent securely using our secure email solution.

How long will your information be kept?

The information that we collect and process whilst providing this service to you will be retained in a secure system file, with only limited access given to those Berneslai Homes colleagues that need to know your case details.

We will keep this information for a period of 7 years after you have stopped receiving our support services.

ESF Employment Programme Privacy Notice

Document Title: ESF Employment Programme Privacy Notice
Created By (Service): Tenant First Services

This privacy notice was last updated February 2021. Date of next review August 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy. This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to Tenant First Services.

Why do we need to process your personal information for this purpose?

Berneslai Homes has obtained funding through ESF (European Social Fund) to deliver an employment support programme that is available to provide you and your family with additional specialist support, tailored to your circumstances, to support you on a journey to employment and to help you sustain your tenancy. In partnership with BMBC, we will use support that Berneslai Homes Tenants First Team provide along with additional support from external providers where needed.

Once we have been informed, either from you or by a third party, that you wish to access this service we will contact you to understand your current circumstances and identify the support needed, including which third party agencies and organisations we need to engage with. This process will ensure that we can provide you with the best possible service to meet your needs.

Following your initial assessment, and registration to the programme we will need to collect proof of identification and current employment status, this is a requirement of the ESF funding. During your time on the programme we will produce a plan which will be reviewed with you on a regular basis while ever you are receiving support from the service.

If you or other persons identified under the initial assessment do not provide us with the evidence we need to comply with ESF funding requirements or refuse to give us permission to gain information with other relevant third party agencies and organisations on your behalf, we will not be able to proceed with our services.

You can withdraw from the service and support being offered to you at any time and we will close our file.
For more information regarding this scheme and the way they will process your data to protect your privacy visit the GOV.UK website.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will need to ask and record on our forms personal information that is required to assess your needs and provide you with the relevant support.

You will need to provide us with proof of identity showing your right to work in the UK, as well as evidence of current employment status. We will keep a copy of these records and you will need to sign to say you agree the information given at registration is correct.
In addition, we will process relevant information provided to us by any third party agencies and organisations that may be involved with you. This information will include both personal and special categories of data, such as but not limited to your name / address / date of birth / contact details / education / employment records.

How we will collect your personal information

We will discuss with you, both during the initial assessment and registration as well as at regular future update meetings which of these are relevant for us to contact to support your needs.

Where will we store your personal information and who will have access to:

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and staff with a business need, permitted to seeing your information.

All information sent as part of the quarterly funding claims will be sent without reference to your name or address. Our funding providers, DWP, will have access to our records if requested during quarterly audits.

Our systems and software that we use for this purpose are supported by third party organisations. This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users. We do not permit the testing of the system with your personal information: .

We use Alcium Software for some of the processing – we have undertaken the necessary security checks with this software provider to ensure that your data is secure and will be held in the UK.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold. This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service. This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

We are processing your personal data for this purpose with your consent and with your explicit consent for your special category data. This means that you can stop us processing your data at any time by applying your rights under data protection legislation – refer to our full privacy notice for information about your rights and how to put in a request. However, if you withdraw your consent to us processing your information for this purpose this may result in us not being able to offer your family our services.

Please note in some instances we may process your data without your consent if we have a legal reason to do so. This will be required to ensure that we comply with the law for such matters including safeguarding and crime prevention; Crime and Disorder Act 1998, Care Act 2014, Children’s Act 1989/ 2004, Working Together to Safeguard Children 2015.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us deliver this service

We may need to share the information you provided to us with these third party agencies and organisations to enable them to undertake some actions to support your needs.

These third party agencies and organisations will include, but not limited to, Barnsley Council services, Police, Probation, Fire Service, Job Centre Plus, Education, Schools, Barnardo’s, MIND, debt agencies, Health, AO, Furniture Resource Centre.

The sharing of your personal data is only undertaken where we either have a data sharing agreement in place or an approved contract in place with this – this is to ensure that your personal information is processed securely and in accordance with data protection legislation.
If we are sending your personal information in an email, we will ensure this is sent securely using our secure email solution.

How long will your information be kept?

The information that we collect and process whilst providing this service to you will be retained in a secure system file, with only limited access given to those Berneslai Homes colleagues that need to know your case details.

We will keep this information for a period of 6 years after the end of the ESF final claim (31/12/2029).

Independent Living Scheme

Document Title: Independent Living Schemes

Created By (Service): Community Building Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to Independent Living Schemes.

Why do we need to process your personal information for this purpose? The information below includes our legal basis and retention requirements for the data we process for these specific purposes.

We collect and process your personal information for a number of different purposes under this scheme.   Detailed below are our specific processes and within each one we inform you of our purpose for the processing, data we need to collect, legal basis for processing and our record retention information.

We do also operate CCTV on our premises to provide residents and visitors with a greater feeling of safety and security and to assist in the prevention and detection of crime.   Our recordings are in accordance with guidance contained within the Information Commissioner’s CCTV Code of Practice and the Surveillance Camera Commissioner’s Code of Practice. You can read about our our CCTV on our publication scheme web page. 

New Tenant Introduction Process:

We use your personal information including your name / address/ contact number / moving in date for this purpose to make sure that you are notified of everything you need to need to know as a new tenant living in the property; for example using the communal facilities such as the community room and laundry.

We are processing your data to comply with meeting the terms of the tenancy contract.  All records are destroyed 6 months after your introduction meeting.

Next of Kin records:

We collect next of kin information from our tenants, along with your name, address and contact details so that should there be an emergency situation arising we can act quickly and where required ensure that your next of kin and emergency services can be contacted on your behalf.

We process your information in your vital interest.  All records are destroyed on termination of your tenancy at the property.

Person Centred Fire Risk Assessment:

We collect your name, address and contact information and other information you give us that you wish to be included on the assessment form, such as information about your current health needs and with your permission we share this with South Yorkshire Fire and Rescue so that they can undertake a risk assessment.    Once the assessment is complete, we work together to ensure you have the correct equipment to support any risks identified.

We share your information with your permission only and in the public’s interest unless we have a legal obligation to do so.  All records are destroyed on termination of your tenancy at the property.

Mobility Scooter storage facilities:

We collect and process your name /address / contact information in order to allow you to store your scooter in our storage facilities – you will be required to pay for this service and we will notify you of any costs and add the amount on to your rent account.   It may be necessary to hold your name and contact details on a waiting list if the mobility scooter store is full.

We are processing your information to meet with the terms of the agreement.  All records are destroyed 12 months after you no longer use the store facility.

Hiring a community room:

We collect your name / address / contact information to allow you to rent out one of our community rooms.  We do allow regular or one off bookings to be made.  We will notify you of the payment amount due and you will need to make payments via our rents team who will not keep any of your bank account details on our records.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular backups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

Person centred fire risk assessments – we may pass on your details to South Yorkshire Fire and Rescue if you agree to have a fire risk assessment completed by them.  This would be name, address, phone number.

Next of kin details are held in order to contact next of kin in case of emergency.  May be shared with the emergency services should the need arise.

CCTV images that we capture from our premises will be retained in line with CCTV and crime prevention legislation.  We may be required without your permission to share these images with the police for the detection and prevention of crime.

Annual gas servicing and water hygiene survey

Document Title: Gas Servicing and Water Hygiene Surveys

Created By (Service): Asset Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to Gas Servicing and Water Hygiene Survey’s for your home.

Why do we need to process your personal information for this purpose?

We need to process your information in order to undertake an annual gas boiler service.   Every fourth year we will also carry out a water hygiene survey to assess the age and condition of the domestic hot and cold-water system in your home.

We will use either our in-house Construction Services team or our approved contractor to undertake this work.

We will notify you in writing of our scheduled appointment visit and will send email and SMS appointment reminders. We may also call you to confirm your appointment. If at any point an appointment is inconvenient for you, you can change this.

After us taking reasonable steps to arrange a suitable appointment, if you do not allow us access to the property to undertake the gas service, we will refer the matter to the magistrates court to gain access via a warrant to carry out the statutory works.

Once work has been completed, your records will be updated so that we can plan for future servicing and assessments to be undertaken at the property.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

We will need your name, contact details, address and details of the equipment and adaptation requirements to your home you are applying for.

How we will collect your personal information

We will not need to collect any new information from you for this purpose of this task as we utilise information held on our existing records

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data

Our Legal Basis for processing your information

We have a legal obligation to process your data for this purpose as it is necessary for us to comply with the law.

  • Gas Safety Regulations 36 (Installation and Use) 1998
  • Health and Safety at Work Act 1974
  • COSHH – Control of Substances Hazardous to Health
  • HSE – ACOP L8

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We will provide your information with our in-house team, Construction Services or our appointed contractor Wates who will be carrying out the works on our behalf depending on your geographical location. If necessary, we will also share your information with the Magistrates Court to enable us to obtain a warrant to enter the property in order to carry out the annual gas service.

We will also pass the information detailed in ‘what type of information we will collect from you’ section to any approved sub-contractor who is carrying out works in relation to Gas Servicing and Water Hygiene surveys on behalf of Berneslai Homes, Construction Services or Wates.

We will always transfer your information to our approved third parties securely.

How long will your information be kept?

Following the servicing we will update our records in order to plan the next annual gas service which will be due within 12 months, and the water survey within 4 years.

Leaseholder purchases

Document Title: Leasehold

Created By (Service): Rent Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to leasehold services.

Why do we need to process your personal information for this purpose?

We need your information when you purchase a property where Berneslai Homes manages the lease on behalf of Barnsley Council, so that we can fulfil their Landlord obligations.

Where your lease states that Barnsley Council is responsible for providing comprehensive buildings insurance cover we will add your details as the property owner to the block insurance policy procured by the Council.

We will use your information that we hold to send you letters informing you of details about the lease, property repairs both that are due and any proportional charges you must pay, and forums and events that you may wish to attend.

We may also contact you to make an arrangement to come and visit you at the property to discuss your leasehold agreement that you have signed.

In certain circumstances, such as where you have service charges or ground rent arrears or you have breached another clause of your leasehold agreement we may contact your mortgage company with an interest in the leasehold property. We may also pass your details to the First Tier Tribunal to enable them to determine whether a breach of lease has taken place.

There are some circumstance where we need to give your information to your landlord, Barnsley Council, these circumstances include but are not limited to; advising them of a breach of the lease conditions; or to ask them to raise invoices direct to you in respect of major works.  Upon your request we may also liaise with them over buying your property back or putting a legal charge against your property.

We collect your next of kin information and we will use this information to contact them should the situation arise that is deemed in your vital interest to do so.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

When you become a leaseholder we require name, address, date of purchase and the purchase price of the property, mortgage provider and your next of kin information – your solicitor should provide us with this information following completion of the sale but we may contact you direct for this if they do not.

If we become aware that there has been a new purchase of one of our leasehold properties and we have not been informed of  your information from your solicitor,  we will complete a land registry search to find out this information and will contact you to obtain information we need to undertake our Landlord obligations as described above.

We require you to provide the contact details of any property management company you engage to let and manage the property to ensure we can carry out our Landlord obligations in a safe and timely manner.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations.  This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users.  We do not permit the testing of the system with your personal information.  Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back ups of the data we hold.   This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service.  This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

Our legal basis for processing this information is because it is necessary to fulfil a contract between you and Berneslai Homes the managing agent on behalf of Barnsley Council, your landlord.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

At your request we will provide your solicitor engaged to administer the sale and assignment of your lease with details of your Lease, service charges, insurance cover and ongoing or planned section 20 major works. There is a charge for the solicitor sales pack payable in advance.

Solicitor sales pack are completed and provided with your permission on the legal basis of your ‘Consent.’

Your Landlord BMBC will, when it is in compliance with the landlord covenants within the Lease, procure buildings insurance for your property.   The cost will be charged to you as part of your annual service charge bill. You will be required to confirm your details prior to this being shared with the provider, currently Zurich Municipal plc on the basis of your ‘Consent’.

How long will your information be kept?

We will keep your information for: 7 years after the expiry of the lease.   However, by law we need to retain some of the leasehold information for the period of the lease that runs for 125 years from date of its commencement.

Switch 2 District/ Communal Heating

Why do we need your information?

Berneslai Homes has an agreement with Switch 2, for them to provide all-inclusive maintenance and operation of current and future prepayment and metering systems for district/communal heating schemes. Properties connected to the schemes are supplied heat provided by Berneslai Homes which is managed by Switch 2.

We will only collect and process information we have about you and your account, and any information we may have about other individuals at the supply address to deal with your account.

Our legal basis for processing your information

The information Berneslai Homes shares with Switch2 is necessary to perform specific activities such as:

  • Setting up and administrating your account, and making any changes to the terms of providing the utility supply to you
  • Letting you know of any work needed to be conducted
  • Identifying you when you make enquiries and complaints
  • Resolving unpaid bills and debt recovery
  • Preventing fraud or loss
  • Quality assurance and maintaining accurate records (including recording communications with you); and checks with credit-reference agencies (who will keep a record of the search).
  • Complying with legal obligations

Who we may share your information with

In connection with your account we may share information about you and other individuals at the supply address with others, including other Switch2 group companies and credit-reference and fraud-prevention agencies or if we have to provide information for regulatory purposes or by law.

How long will we keep your information?

The length of time that Switch2 retain information it is determined by a number of factors, including the purpose for which we use that information as determined by landlords and to comply with legal obligations. Switch2 maintain a retention schedule which records approved retention periods and the end of life treatment of the data.

 

Surveys

Document Title: Surveys
Created By (Service): Customer Services

This privacy notice was last updated April 2021.  Date of next review March 2022.

We are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when we collect and process your personal information. This notice applies to information we process in relation to satisfaction and other tenant surveys.

Why do we need to process your personal information for this purpose?

We complete customer satisfaction surveys looking at all aspects of our service and these include on a routine basis:

  • when a repair has been completed (random sample per month);
  • following resolution of a complaint;
  • receiving support from the Tenants First Team;
  • after improvement works have been completed; and
  • a review of the whole service we provide to our tenants through our STAR survey (Once a year to a random sample of tenants).

We also complete one off or occasional surveys with customers on other parts of our service, where we need feedback or where we are proposing to make changes to our service.

The results from these surveys are used to monitor performance and gather customer feedback which helps us identify areas for improvement or for business planning.

How we will collect and use your personal data

The surveys can be carried out by postal, e-mail, text message or over the phone.

Data (survey lists) that we use for sending surveys out are either collected from our partners or from our customer database.  All data lists that we use to send surveys is controlled within Berneslai Homes.  Only data is gathered for the purpose of the consultation.  Personal data may include name, address, property/application reference number and contact details.

You can update and check your contact details (that we hold on our database) at MyHousing online.

After the survey has ended, we will check for any comments or dissatisfaction that may need following up.   These are then passed onto the relevant department to make contact with the customer, if the customer has given us permission to do so.

We use a third party system, Smartsurveys, for collecting feedback from our surveys and for carrying out any analysis.  If the customer has completed a paper survey or telephone survey then these are inputted onto Smartsurveys by a member of Berneslai Homes, this is to make sure that all results are inputted into one system.

We analyse responses by extracting a report from Smartsurveys.  This is then stored safely onto our secure survey folder (with limited access).  The results from the surveys are used to produce anonymous reports, we do not include any personal or identifiable data in these reports.  The anonymous reports are distributed to the relevant teams, departments, SMT or Board.

You can choose not to respond to any survey. If you receive an email survey from us, you can unsubscribe from future marketing emails by clicking this option at the bottom of the email.  You can also stop future text messages being sent to you, by texting back the code that is provided on the text message.

You can opt out of future surveys by emailing us at  customerservices@berneslaihomes.co.uk.

Please remember to tell us your name and address.

Where will we store your personal information and who will have access to this?

All the information we receive from you is stored confidentially and securely in our systems, with access controls and only staff with a business need permitted to see your information.

Our systems and software that we use for this purpose are supported by third party organisations. This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users. We do not permit the testing of the system with your personal information. Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back-ups of the data we hold. This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service. This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

We also use the following:
– Wizemail, for the sending of emails and text messages; and
– Smartsurveys, for collecting feedback and to carry out any analysis. We do not upload any mailing lists onto this system (this is completed by using Wizemail).  All surveys inputted onto Smartsurveys use the SSL encryption.  We have a process in place to make sure that IP addresses are not stored on Smartsurveys.  We may collect personal data such as name, address, property/application reference number and contact details for the purpose of the survey.  Smartsurveys will not use this data to make contact with our customers.

Our Legal Basis for processing your information

We have a legitimate interest to process your information for this purpose as it enables us to ensure that our services are meeting our tenants needs.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

The process of analysing data is made transparent to data subjects which we use to produce anonymous reports which highlights findings and actions.

We do not share the personal data supplied in your survey unless you have given us permission to do so and there is a reason to share your information to enable us to follow up an issue you raised. In this instance we will feed back individual comments to the relevant person to address any problems raised and to enable practices to be reviewed. The relevant person can include an officer in Berneslai Homes who is responsible for resolving the query or issue you have raised, or a contractor who has completed a repair or service in your home.

If you have completed a survey and would like this removing, changing or if you need access to it then please contact us at customerservices@berneslaihomes.co.uk.  Please remember to tell us your name, address, what you would like us to do and the survey that you have completed.

How long will your information be kept?

Data is removed manually from SmartSurveys. If the survey is ongoing or re-occurring then this is removed 1 year after administrative use.  ‘One off’ surveys are removed 3 months after administrative use.  Regular audits are completed every quarter, to make sure that data has been removed from Smartsurveys and stored within Berneslai Homes secure database, Sharepoint.

Any identifiable data, scanned surveys or call recordings are removed from Sharepoint 1 year after administrative use.

Involved Tenants and Residents

Document Title: Involved Tenants and Residents
Created By: (Service) Customer Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

We are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when we collect and process your personal information. This notice applies to information we process in relation to tenants and residents who are involved with us, for example as a tenant inspector or a member of our Customer Panel.

Why do we need to process your personal information for this purpose?

We have an active group of tenants and residents who undertake different activities on our behalf. This is to help test the quality of our services, give opinion about new policies, services or initiatives, and the ensure we meet our regulatory duties.

How we will collect your personal information

We collect information when you express your interest in being an involved tenant. This can be in person, over the phone, by e-mail or using an e-form. The information includes:

Name, address, age, contact details, gender and disability information as well as information about your interest and skill sets.

We record minutes of any meetings that you attend. This enables us to follow up actions. We do not publish these minutes, but we do publish a summary of actions arising out of meetings and discussions.

We ask for signature where we are reimbursing you travel or other expenses. This is to provide a financial audit of the transaction.

Where we reimburse you other costs we may ask for bank details. We do retain this information securely for a limited time until we are satisfied your payment has reached your bank account.

We ask for information about your health to enable a risk assessment to be undertaken before you complete activities on our behalf.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations. This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users. We do not permit the testing of the system with your personal information. Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back-ups of the data we hold. This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service. This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

We also use the following systems to process and store information to help us work with you as an involved tenant:
Wizemail – we use this system to send e-mails and text messages
Smartsurvey – we use this system to collect any responses to online surveys, analyse the surveys and produce reports.

Our Legal Basis for processing your information

The processing of this data is necessary for us to perform a task in the public interest and to fulfil our official functions.

We have a duty under the Social Housing Regulatory Framework to involve and empower tenants and involve them in the regulation of our services.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

All information about our involved tenants is stored in a secure electronic filing system which is only accessible to the staff who manage this service.

We will only share information about you in your capacity as an involved tenant where you have given express permission to do so. This will only include sharing your contact details with third parties such as training organisations, contractors or other third party such as the council who you have agreed to work with and have given permission for us to contact.

How long will your information be kept?

If you no longer want to be an involved tenant you can request that we remove your details from our involved tenant database and erase any personal data we have collected about you in respect of your involved tenant status. We will do this within one week of your request.

We will retain information about your attendance at meetings, meeting minutes or other involvement for a period of 3 years after the event. This only includes your name and address and any decisions made. This will not change if you cease to be an involved tenant as we need a record of decisions made by tenants.

We keep records of financial transactions for a period of 6 years plus current after the transaction in line with financial regulations.

 

Tenants and Residents Associations (TARA)

Document Title: Tenant and Resident Association (TARA)
Created By (Service): Customer Services

This privacy notice was last updated July 2020.  Date of next review June 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.
This Privacy Notice tells you what you can expect when we collect and process your personal information. This notice applies to information we process in relation to Tenant and Resident Association (TARA) supported by our Community Engagement Team.

Why do we need to process your personal information for this purpose?

We need information for our Community Engagement team to give your TARA support.

We will need the names and addresses of all association committee members to check our records to ensure that there are no conflict of interests. We would not support a TARA where committee members have current or former tenancy breaches.

We need your TARA bank account details to pay any grant awarded.How we will collect your personal information

Our community engagement officers will collect information from you either over the phone, by e-mail or in person.

Where will we store your personal information and who will have access to this

All the information we receive from you is stored confidentially and securely in our systems, with access controls applied and only staff with a business need permitted to seeing your information.

Our systems and software that we use for this purpose are supported by third party organisations. This is for the purpose of maintaining and developing our systems to ensure they work to support our business needs and those of our service users. We do not permit the testing of the system with your personal information. Access to these systems is strictly controlled on a needs basis and then only with our prior approval.

Barnsley Council, our parent organisation, is approved by us to take regular back-ups of the data we hold. This is to ensure that should there be a system failure we can recreate the data we hold about you in a timely manner with no loss of service. This data can be held within servers on their premises or in UK based cloud storage solutions – both of these having certified security measures and checks in place to protect your data.

Our Legal Basis for processing your information

The processing of this data is necessary for us to perform a task in the public interest and to fulfil our official functions.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service

We will share with the public agreed contact details of the TARA on our website. This is to promote new membership.

We will share agreed contact details of the TARA with partners, councillors and the council to enable them to contact the group and offer support.

Bank account information will be shared with BMBC Financial Services to enable us to make an annual payment to assist in the running of the TARA.

No other personal details about members will be shared unless we have reason to believe that a fraud is being committed. If this is the case we will share the relevant information with BMBC and the police.

How long will your information be kept?

If you no longer want to be a committee member and or a key contact for the TARA, you can request that we remove your details from our TARA database and erase any personal data we have collected about you in respect of this. We will do this within one week of your request.

What about on termination of a TARA – how long do we hold / publish committee data?

We will delete information about your bank account once we are satisfied the account is registered correctly with BMBC financial services. We will keep records of financial transactions for a period of 6 years plus current after the transaction in line with financial regulations.

Redecoration Allowance Payments

Document Title: Redecoration Allowance Payments

Created By (Service):Corporate Administration services

This privacy notice was created February 2021.  Date of next review February 2022.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to redecoration allowance payments.

Why do we need your information?

We use your information that we have collected from you to process and pay your redecoration allowance. We can only pay this allowance by bank transfer, so we collect your bank details and send these to the Barnsley Council Financial Services team for processing on Berneslai Homes’ behalf. We do not retain details of your bank account on our system and discard of any record of your bank details once assured the payment has reached your bank account. There  are no circumstances where we  voice record card payment information.

How  will we collect your information?

We will collect your bank details face to face, over the phone or via post. Circumstances will dictate the type of collection.

Our legal basis for processing your information:

Your payment details are processed on the legal basis of being necessary for the ‘Contract’ which you have entered into with us, i.e. redecoration allowance.

How long will we keep your information?

We’ll keep information about your redecoration payments for a period of 7 years in line with financial payment retention standards. Details of your tenancy will remain on our housing management system for a period of 12 years after your tenancy is ended. We do not retain bank details.

Contact Track and Trace to Housing Management Officers

Document Title: Contact Track and Trace Privacy Notice

Created By (Service): Housing Management

This privacy notice was last updated August 2020.  Date of next review July 2021.

At Berneslai Homes we are committed to protecting and respecting your privacy.

This Privacy Notice tells you what you can expect when Berneslai Homes collects and processes your personal information. This notice applies to information Berneslai Homes processes in relation to ‘Contact Track and Trace’ in our Housing Management Team Area offices.

Why do we need to process your personal information for this purpose?

We will use your personal information to:

  • ensure we comply with the Governments and NHS track and trace process.

What type of personal information we will either collect or obtain from our existing records we hold about you for this purpose?

  • Personal Information such as name, telephone number, date and time in and out of office.

We will not collect any information from you that we do not need to provide and monitor this service to you and will be securely stored and subsequently destroyed as confidential waste after 21 days.

You are also required to notify us if you are tested positive within 21 days of the visit to the offices so that we can then put the necessary safeguards in place.

How we will collect your personal information

Due to Covid 19 and in line with the guidance we have introduced a contact track and trace signing in procedure at our housing management team area offices where customers or other staff may access on occasions. This is to ensure we comply with the Governments and NHS track and trace process.

A process has been developed in line with the good practice guidance developed through (ICO) Information Commissioner’s Office.

This Privacy Notice is designed to cover the arrangements that have been put in place to cover the period whilst there’s a requirement to carry out contact, track and trace.

The aim is to cover the use of a paper based contact, track and trace in the Housing Management Team area offices, where we use a pad/book where we remove the page at the end of each day so visitors can’t see who was in on previous days. We keep the pages secure and these are each destroyed after 21 days.

We record the visitors name, contact number, date, time in and time out that can be passed to the NHS Test & Trace for them to process if required. In line with the guidance if it’s a group of people then we record the details of the lead member and the number in the group who can then contact all the members in that group.

A Privacy Notice is necessary because of the introduction of the track and trace system, although personal data on the form is limited as it contains contact details including name and time in and out of the office. This is securely stored and subsequently destroyed as confidential waste in line with the above.

You are also required to notify us if you are tested positive within 21 days of the visit to the offices so that we can then put the necessary safeguards in place.

Our Legal Basis for processing your information

We collect and use your information under:

Article 6 (1)(c) – Processing is necessary for compliance with a legal obligation

Article 9(2)(h) – Processing is necessary for the purposes of preventative or occupational medicine, for assessing the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or management of health or social care systems and services on the basis of Union or Member State law or a contract with a health professional.

Who and the reasons why we may share or allow access to your information with other third party organisations to enable us to deliver this service?

Your information will be routinely shared with:

  • Barnsley Metropolitan Borough Council
  • National Health Service
  • Public Health England

This is to comply with the Governments and National Health Service Track and trace process as outlined in the legal requirement to collect and use this information shown above.

How long will your information be kept?

Berneslai Homes are required under Article 6 (1)(c) and Article 9 (2)(h) to keep your basic personal information (name, contact details etc.) for a period of 21 days, after which time it will be securely destroyed. Your information is used for complying with the Governments and National Health Service Contact Track and Trace process shall be kept with us, securely. For more information on our retention schedule please visit Berneslai Homes Privacy Notice.