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.
Catalyst Housing Limited is responsible for collecting, processing, storing and safe-keeping personal and other information as part of our business activities.
We take your privacy and the security of your information very seriously. This policy sets out our approach to safeguarding the privacy of information submitted via our website.
How we use your personal information
We use your information in line with our Privacy Statements, which can be accessed at www.chg.org.uk/dataprotection.
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 requests such changes.
Visiting our websites
When you visit one of our websites, we collect standard internet log information for statistical purposes.
- 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.
Using our live chat
Live chat allows you to contact us via an instant messaging service and talk directly to our customer service team about your enquiry. You can find our live chat service on our contact us page and when available will be displayed to you when you have entered your property postcode.
When you use our live chat you will consent to the collection and management of personal data e.g. contact information, health information in line with data protection law. The data we collect is your name and email address. We may also ask you for further information to verify you property address such as postal address and to ensure you are through to the right agent to help with your enquiry. In some instances other information may be required or disclosed to us by you. All personal data is stored within live chat for up to 60 days, within your customer record indefinitely and you will automatically receive a copy of the chat transcript to your email address provided when a live chat conversation has been ended.
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.
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.
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 text messages.
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).
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 e-mailing email@example.com
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.
Data protection laws give 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. This information is also contained in our Privacy Statements.
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 should contact the Data Protection Officer at 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. The Data Protection Officer is responsible for dealing with any concerns you may have which relate to data protection.
If, after contacting us, you are still not satisfied you can complain to the Information Commissioner.