We collect your personal data in a variety of ways, for example, when you create an online customer account, fill in a form (online or paper), speak to us on the phone or face to face.
When we no longer require your personal data, it is deleted according to our retention guidelines.
Data collected by us is generally processed within the UK and the EEA, and meets UK government security policy.
The data we collect can include the following:
- Name and contact details: we collect your name, address, email address, phone number and similar contact details to help provide you with services and to contact you in relation to those services. If you have given specific permission, we also use these for marketing purposes for services/events provided by us or by others in the local area. If you have given specific permission for third party marketing, we may also pass this data to third parties for carefully selected marketing relevant to you.
- Demographic data: this can include age, gender, nationality, race, religion, sexuality, disability and ethnicity in order to fulfil our obligations under the Equalities Act 2010. This data is not personally identifiable and is managed separately from other data. We also use aggregated data from other services to inform our planning of services. We cannot identify individuals from the data, but it will include matters such as health, police information and financial information.
- Device and usage data: when you connect to us online, we collect data about pages you have visited, completed actions, error messages, device operating system, region and language settings. This data do not allow us to identify you, and is used to improve our services.
- Preferences and account data: if our systems include the ability to create accounts using a username/password. If you have created an account, we may store data in all the categories referenced elsewhere on this page, including sensitive data, with your account. This allows us to retrieve this data to auto-fill forms for you and present you with data about your past requests to us. Some systems may allow a guest logon or anonymous requests. You cannot retrieve history under a guest logon.
- Financial data: if you would like to apply for or pay for services online, we will need your financial information which is added to secure third party systems. We also collect data about income, outgoings, savings and assets owned in order to provide services to you. These include matters such as benefits and provision of social care. We additionally receive financial data about you from third parties e.g. credit rating agencies.
- Health and care data: if you are using one of our health or social care services, we collect data about your health, including medical conditions and disabilities which we need to provide that service to you. We additionally receive health data about you from third parties such as your healthcare provider eg NHS under a series of multi-agency sharing agreements. If you are an adult receiving social care support from us, then the NHS may share your NHS number with us. This is so that both organisations are using the same number to identify you whilst providing your care. We will use this number when sharing information with health colleagues including GP's, hospitals, community matrons, district nurses and social care practitioners.