Privacy policy

We take your privacy and the security of your information very seriously. This policy sets out our approach to safeguarding the privacy of the personal information we hold

Introduction

Catalyst Housing Limited is responsible for collecting, processing, storing and safe-keeping personal and other information as part of our business activities. We manage personal information in accordance with the Data Protection Act 1998, and are registered (registration number Z5911350) as Data Controllers with the Information Commissioner’s Office.

We take your privacy and the security of your information very seriously. This policy sets out our approach to safeguarding the privacy of the personal information we hold.

Scope

This policy applies to all personal information collected by Catalyst Housing Limited, our subsidiaries and partners, and contractors acting on our behalf.

Our approach to collecting, storing and using personal information

About the personal information we collect

The information we may collect about you could include, but is not limited to:

  • Name
  • Date of birth
  • National Insurance number
  • Address
  • Contact details (phone/mobile/email)
  • Racial or ethnic origin
  • Religious or other similar beliefs
  • Physical or mental health or condition
  • Convictions, proceedings and criminal acts
  • Photographs and CCTV images

We will not collect information about you that we do not need and we will ensure that the personal information we collect is updated to our systems in a timely and accurate manner.

We may apply markers to your information (for example, in relation to your vulnerability or health status) to enable us to tailor and deliver services to you.

How we use your personal information

We use your information to respond to your enquiries, provide you with services and manage your relationship with us. We may also use your personal information for technical administration, research and development, customer administration, marketing and to identify areas where we can improve the services we provide. We only collect or use personal information for those purposes indicated in our notification with the Information Commissioner’s Office.

We will regularly review the personal information we hold about you and make changes to any service or information-handling processes when the law or the Information Commissioner request such changes.

Visiting our websites

When you visit one of our websites, we collect standard internet log information for statistical purposes.

  • We use cookies to collect information in an anonymous way, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.
  • We do not make any attempt to identify visitors to our websites. We do not associate information gathered from our sites with personally identifying information from any source.
  • When we collect personal information, for example via an online form, we will explain what we intend to do with it.

Our websites contain links to various third party websites. We are not responsible for the content or privacy practices of any external websites that are linked from our sites.

Applying to work at Catalyst

If you submit an application to work for Catalyst Housing Limited we will use your personal information to process your application and to produce and monitor recruitment statistics. We will not take up references without your prior permission. We will not share or disclose your information unless you have given us your consent or we are required to by law. Where we are required to carry out a Disclosure and Barring Service check we will comply with the law and your rights when carrying out these checks.

We retain personal information relating to unsuccessful applicants for no longer than 12 months, for use in the event of an appeal. We produce statistical information to assist with recruitment analysis.

How we share your personal information

We will not normally share your information without your consent unless we are required to by law. We may seek your consent directly, or may obtain it by telling you about how your information may be used at the time you provide information or enter into a contract (e.g. sign a tenancy agreement) with us.

Our legal obligations

We will share specific and relevant information with law enforcement and government agencies or public bodies where we are legally required to do so. Examples may include:

  • The prevention or detection of crime and fraud
  • The apprehension or prosecution of offenders
  • The assessment or collection of tax or duty owed to customs and excise
  • Sharing in connection with legal proceedings
  • Sharing in relation to the physical or mental health of an individual, where disclosure is required to protect them or others from serious harm
  • Research and statistical purposes

We may also share your information with emergency services and local authorities, where this is necessary to help them respond to an emergency situation that affects you.

Sharing information with our partners

In some areas we may enter into partnerships with other organisations such as local authorities and the police. For example, we may join a partnership to help prevent and control anti-social behaviour.  We will enter into a data sharing agreement before any sharing takes place with a partner organisation.

Sharing information with our contractors and suppliers

There are some cases when we will share your information to support legitimate business purposes. We do this to ensure that we can meet your needs, and also to meet our health and safety obligations towards those delivering services on our behalf. This may include sharing information with our contractors and suppliers to enable them to carry out duties on our behalf or to meet contractual obligations we may have. For example, we may share information to enable our maintenance contractors to make appointments with you to carry out repairs and/or deliver services.

Keeping your information secure

We store personal information both electronically and in paper form.

We implement security policies, processes and technical security solutions to protect the personal information we hold from:

  • Unauthorised access
  • Improper use or disclosure
  • Unauthorised modification
  • Unlawful destruction or accidental loss

When you contact us, we may ask you to provide us with some information so that we can confirm your identity. If other people (e.g. family members, support workers, solicitors) act on your behalf we will take steps to ensure that you have agreed for them to do so. This may include asking them to provide us with supporting information to indicate your consent. We do this to protect you and to make sure that other people cannot find things out about you that they are not entitled to know.

Employees and third parties who have access to, or are associated with the processing of, your personal information are obliged to make reasonable efforts to safeguard it.

How we use your telephone number

Text messages and contact via telephone provide a direct way to contact and share information with you about the services we can deliver to you. It can also help you receive important promotional/marketing messages which may interest or help you.

We may use your telephone number that you have provided us to keep in contact with you by text. When we send SMS/text messages, there may be someone in your household who may read the message before you are able to. You may like to inform the people who live with you that you may receive text messages from time to time.

Operational SMS/text messaging and calls

If you supply us with your telephone contact details, we may use them to call or send you operational text messages.

Examples of operational text messages include:

  • Confirming a repair and/or a time and date for a repairs contractor to visit
  • Confirming a home visit
  • Sending a reminder about an appointment
  • Asking you to contact a named person

You cannot opt-out of the use of your telephone numbers for operational purposes.

Promotional and marketing SMS/text messaging and calls

Our promotional or marketing SMS/text messages can benefit you by giving you information about our own services and those provided by approved third parties (such as companies or groups we work with).

Representative examples of the promotional or marketing text messages which we may send you include:

  • Helping you if you have money worries, through advice, guidance and appropriate referrals to support agencies
  • Promoting services that may interest you, including supporting families with young people not in education, employment or training
  • Supporting families affected by anti-social behaviour
  • Giving you information on energy, heating or water saving services
  • Telling you how you can get advice on setting up your own business
  • Inviting you to take part in telephone surveys
  • Access to work readiness programme or employment training or employment opportunities
  • Activities to help bring communities together

When you supply your telephone contact details, you can ask us to either send or not send promotional and marketing SMS/text messages. You can opt-out of receiving these types of SMS/text messages by responding to messages with: OPT OUT, or by e-mailing enquiries@catalystgateway.org.uk.

Sharing your telephone number with third parties

We may pass your telephone number to third parties so that we can meet our contractual obligations with you. We may also share your telephone numbers if we are required to by law. In doing so we will comply with the Data Protection Act 1998.

We may supply the details to our approved marketing or third party contractors who are delivering or performing services on our behalf, and these companies must not use your information for any other purpose. We never share or sell your telephone numbers telesales/marketing companies.

Contacting us about your personal information

We will be as open as possible with you about the personal information we hold about you, and if something is wrong we want to work with you to put it right.

Telling us about changes to your personal information

You have the right to have inaccurate/outdated information amended, deleted or destroyed. If any of your circumstances change please tell our customer service team or your usual Catalyst contact.

Finding out about the personal information we hold about you

You can ask us whether we are keeping personal information about you by writing to our Data Protection Officer, Catalyst Housing, Ealing Gateway, 26-30 Uxbridge Road, London W5 2AU.

The Data Protection Act 1998 gives you a number of rights in relation to your personal information. You can find out about your rights, and get further guidance, on the ICO website.

Requesting a copy of your personal information

As part of our service to you, we are happy to provide you with copies of specific documents (eg rent statements, tenancy agreements) upon request on an informal basis. If you want to make a larger or more comprehensive request, you can do this formally by making a ‘subject access request’.

If you make a subject access request we will provide you with a readable copy of the personal information we hold about you. To make a subject access request you must:

  • Make your request in writing
  • Provide proof of your identity
  • Pay a £10.00 fee

Please send your request to Subject Access Request Team, Customer Services, Catalyst Housing, Ealing Gateway, 26-30 Uxbridge Road, London, W5 2AU.

Questions and complaints

Please tell us if you have a concern about the personal information we hold about you, or how we use it. We’ll do our best to help.

If, after contacting us, you are still not satisfied you can complain to the Information Commissioner. You can also apply to the Court for compensation for distress and/or damages due to non-compliance of the Data Protection Act.

Contacting us

If you are a Catalyst customer, our customer service team will be able to help you with most queries and requests you may have. If you want to contact us specifically about the privacy of your personal information, please contact:

Data Protection Officer
Catalyst Housing
Ealing Gateway
26-30 Uxbridge Road
London W5 2AU

Keeping this policy updated

We keep our privacy policy under regular review. This privacy notice was last updated on 26 March 2015.