6.1 To provide you with our housing services we have a legal duty to confirm a person(s) has the right to reside in the country. We will need to obtain your name, contact details, date of birth, your current and previous countries of residence/citizenship, and a copy of identification documents (such as passport, home office residence papers and driving licence).
6.2 We might also need health and social care information (such as physical, social or mental health information or medication) to help support our customers who have a vulnerability and/or receive a support or care service from us.
6.3 We sometimes need to gather, use and share your personal identifiable information for particular reasons, which are set out in more detail below:
To operate and administer our housing, support and care products and services, including managing and responding to complaints:
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a)
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Contact and occupation information to help us deliver our repairs, maintenance, support, care and housing services. For example, our repair contractors and their appointed sub-contractors.
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b)
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Contact, lifestyle or circumstantial information and financial details may be shared with local authorities, such as local councils. This is shared in relation to processing applications for housing, Council Tax payment, benefits and Universal Credit, providing specific support and care services, safeguarding vulnerable individuals and other necessary provisions and services.
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c)
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We share information with national government departments, ministries and regulators to gather statistical information about tenancies and allocation of properties.
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d)
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Contact, lifestyle and circumstantial information may be shared with support and care providers in relation to services they provide to you, on our behalf or in conjunction with ourselves, to support your tenancy or related services.
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e)
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Contact, lifestyle and circumstantial information, financial information and other information may be shared with law enforcement agencies, such as the police and probation service, to report and manage reports of criminal activity, anti-social behaviour and other criminal activities.
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f)
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We will share any information required with legal service providers, courts and judicial bodies in order to establish cases relating to breaches of contracts such as tenancy agreements, leases, etc. or to provide advice on legal matters and proceedings.
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g)
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We record telephone calls, web chats and other contact for training and monitoring purposes with employees, as well as to answer queries or discrepancies.
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h)
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We share data between our Group subsidiary companies (Progress Housing Association, Reside Housing Association, Concert Living, and Key Unlocking Futures) and our business areas trading as Reside with Progress, Progress Lifeline and Progress Living, where appropriate, to provide related and linked services.
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i)
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We engage with IT service providers to sometimes process data and to also support the computer systems that hold and process your information.
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We use your personal identifiable information in this way because it is necessary to meet the conditions set out in the contract/agreement with you and/or to meet our legal or regulatory obligations.
To administer payments to and from your accounts or other agencies (e.g. benefits agency):
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a)
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Contact and occupation information with benefit agencies and financial advisors who help us to process payments to your account(s).
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b)
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To supply our appointed financial advisors with information to carry out home ownership affordability tests to advise on the suitability of a mortgage.
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c)
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To prevent financial crime, including money laundering, benefit fraud or illegal subletting.
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d)
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To support us in the collection of debts and payments.
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e)
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To provide online or telephone payment services.
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f)
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To manage Direct Debit payments.
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We use your personal identifiable information in this way because it is necessary to meet the conditions set out in the contract/agreement with you and/or to meet our legal and regulatory obligations.
To carry out our duties under health and safety and to support our vulnerable people:
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a)
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Vulnerability indicators with contractors and sub-contractors to ensure services are tailored to meet your needs.
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b)
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Caution indicators with contractors and sub-contractors to ensure health and safety measures are in place. We will inform you of this indicator when it will be applied and for how long; for example, a warning marker will be applied when an incident has occurred that results in a threat being made by you to an employee or contractor team.
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c)
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In handling accident and insurance claims.
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d)
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In handling legal proceedings arising from claims.
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e)
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In handling reports to government bodies and regulators.
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We use your personal and special identifiable information in this way because it is necessary to meet the conditions set out to meet our legal and regulatory obligations in relation to health and safety.
To report or share information with agencies where it is believed you or another person’s vital interests are at risk:
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a)
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Where you or another person is at risk of physical, mental or sexual harm or damage.
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b)
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Where you or another person is in need of being protected as a vulnerable person from significant harm or serious exploitation.
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We use your personal and special identifiable information in this way because it is necessary to meet our legal and regulatory obligations and to protect your and others’ vital interests.
To carry out our lettings and home ownership affordability assessments and former tenancy debt decisions about you:
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a)
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Information you give to us about your former addresses will be used to carry out reference checks on your rental history.
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b)
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Information about those you are linked with in the proposed agreement or contract with us, for example, a joint tenant or owner.
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c)
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Information about how you or the person linked to you has former debts owing to us or other landlords.
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For these purposes, we share and receive information with and from banks, building societies, credit reference and fraud prevention agencies. The credit or fraud prevention agency might add details of our search to the records they hold about you, whether or not your engagement with us proceeds. The use of your information is based on our legal obligations.
To carry out research and analysis to develop and improve our housing, support, care products and services:
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a)
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We may share contact details and demographic information with research providers, who may contact you to gather feedback and information on our behalf. This is for our use to assess the services we provide and measure customer satisfaction. The research data we receive is anonymised.
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b)
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We might use your story, photo or video to share positive stories and raise awareness about what it is like to live in our homes and communities and use housing and related services.
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