Privacy Statement

What information do we collect and hold about you?

We will only collect personal information from you that we need to provide the services you require or information we are required by law to hold about you.

This may include information about you and other members of your household, your address and contact information, and where appropriate (i.e. for council tax or benefit claims) financial and banking details.  If you give us permission, we may also collect location data, cookies and online identifiers and other relevant information that allows us to provide you with information about other services that may be useful to you.

We may process sensitive personal information about you including information which may reveal racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, and data concerning health or sex life.  This data will only be used where we can show we meet the necessary conditions for processing set out in the General Data Protection Regulations/ Data Protection Act 2018 and will only be processed to meet a defined need.

How we obtain your information

Usually your personal data is provided directly by you, when you contact us to ask us about a service you need or when you contact us to tell us we have done a good job or you are unhappy with the service you have received. 

This information is collected online, via email you send to us, in the letters you write to us, or when you phone us or visit our offices/outreach locations.

Your information might also be provided to us by another organisation or partner.  Sometimes this is because you have contacted them when it should have been sent to us, or it may be because you have asked them to act on your behalf (like your Councillor).  We may also receive your information from our partners if they feel you need our support/intervention and the law allows them to do so.

We may receive your data from agencies who we work with to prevent and detect fraud and crime, where the law permits us to do so.

We may collect information from social media where information has been made public, where you have given us permission to do so, where the law allows, or if you post on one of our social media pages.

If you have an online account with us, you will be able to see the questions, comments and issues you have raised with us:

  • Via our web forms/email to our customer services email.
  • Through our customer service staff who answer our phones and manage our customer service centres at Thrapston, Rushden, Irthlingborough, Raunds and Oundle.

How do we use your personal information?

There are a number of legal reasons why we need to collect and use your personal information. Generally, we collect and use personal information where:

  • you have requested a service from us,
  • it is necessary to meet our legal obligations,
  • you have entered into a contract with us,
  • it is necessary to protect public health,
  • it is required for the defense of legal cases,
  • it is needed for employment purposes,
  • you, or your legal representative, have given us your consent,
  • you have made your information publicly available,
  • it is necessary for law enforcement reasons and to prevent, and detect fraud or crime,
  • we need to protect individuals from harm (in an emergency), or
  • it is necessary for archiving, research, or statistical purposes.  For these purposes your data would be used in a pseudonymised format (name and other identifying information replaced with a unique number).

If you have given us your consent we may contact you about other services appropriate to your needs (this type of processing may involve profiling/automated processing).

We may also use your personal information to monitor/improve our performance in responding to your request and to assist in service planning to ensure our services meet our customer's needs.

Web statistics about your visit to our site are collected automatically. This information is used to help us follow browsing preferences so that we can regularly improve our website. These statistics do not contain personal data.

If your experience would be improved by our website knowing your location, we will ask permission to obtain your current location from your device. This can include coordinates, direction of travel and the time the data was recorded. This location data is not tracked and is used in providing specific service requests.

If we rely on your consent to use your personal information, you have the right to remove it at any time. If you want to remove your consent, please contact our data protection officer and tell us which service you are using so we can deal with your request. Where we are legally required to retain your information we may not be able to delete your information and will advise you of what is being retained and why.

Back to Main Privacy Statement