Privacy policy

Accommodation Concern is committed to protecting the privacy and security of personal information. This Privacy Notice explains how we collect, use, store and share personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We process personal information so that we can deliver our services, meet our legal responsibilities, operate safely and effectively, and fulfil our role as a registered charity.

1. Who we are

   Accommodation Concern
   Charity Number: 1146257
   Company Limited by Guarantee Number: 07945758
   Registered Address: Accommodation Concern, 1 Meadow Road, Kettering, Northamptonshire, NN16 8TL
   Telephone: 01536 416560
   Email: help@a-c.org.uk

   Accommodation Concern is the Data Controller for the personal information we process.

   Our Data Protection Lead is the Managing Director.

2. What personal information we collect

   The personal information we collect will depend on your relationship with us and the reason you are contacting or working with us.

   For service users, this may include:

   • name, address and contact details;
   • date of birth and gender;
   • National Insurance number;
   • household, tenancy and accommodation details;
   • financial information, including income, debts and benefits;
   • support needs and casework notes;
   • equality and diversity information, where this is provided voluntarily;
   • special category information where relevant, such as physical or mental health, racial or ethnic origin, sexual orientation, religious or philosophical beliefs, and safeguarding information.

   For staff, volunteers and trustees, this may include:

   • employment, volunteering or trustee details;
   • recruitment information and references;
   • training records;
   • identification documents;
   • payroll, bank and pension details;
   • next of kin information;
   • DBS information, where required.

   For website visitors, this may include:

   • cookies and website usage data;
   • information submitted through contact forms or email links.

3. How we collect personal information

   We may collect personal information in the following ways:

   • directly from you, including face-to-face, by phone, by email, through online forms or through written documents;
   • from referral partners, where there is appropriate authority to share information;
   • from statutory agencies where this is necessary for safeguarding, legal or service delivery reasons;
   • through third-party systems used for casework, HR, accounting, fundraising or organisational administration;
   • through website analytics and cookies.

4. Why we use personal information

   We use personal information to:

   • provide advice, support and casework;
   • manage accommodation, tenancy and housing-related support;
   • communicate with you about our services or your support;
   • meet funding, auditing and regulatory requirements;
   • comply with quality standards and contractual obligations;
   • support safeguarding processes and keep people safe;
   • monitor equality, diversity and inclusion;
   • manage staff, volunteers and trustees;
   • maintain accurate organisational records;
   • send updates, newsletters or fundraising information where consent has been given.

5. Our lawful bases for using personal information

   Under UK GDPR, we must have a lawful basis for using personal information. Depending on the circumstances, we may rely on one or more of the following lawful bases:

6. Performance of a contract

   We may use personal information where this is necessary to provide advice, support, accommodation or other services you have engaged with.

7. Legal obligation

   We may use personal information where this is necessary to comply with legal duties, including safeguarding, housing, debt advice, financial reporting and employment law requirements.

8. Vital interests

   We may use personal information where this is necessary to protect someone’s life or where someone is at immediate risk of harm.

9. Legitimate interests

   We may use personal information where this is necessary to operate and improve our services, monitor and evaluate casework, report to funders and regulators, manage IT security and maintain accurate records.

10. Consent

    We will use consent where no other lawful basis applies, for example for some marketing communications, photographs, newsletters or optional equalities monitoring. Where we rely on consent, you can withdraw this at any time.

11. Special category information

    Some information is more sensitive and is known as special category data. This may include information about health, racial or ethnic origin, sexual orientation, religious or philosophical beliefs, or safeguarding concerns.

    Where we process special category data, we will only do so where we have a lawful basis and an additional condition under UK GDPR. This may include:

    • where we are providing support as a not-for-profit organisation;
    • where processing is necessary for reasons of substantial public interest, including safeguarding or preventing fraud;
    • where processing is necessary for the provision of social care, support or health-related services;
    • where explicit consent is required.

12. Who we share information with

    We only share personal information where it is necessary, proportionate and lawful to do so.

    This may include sharing information with:

    • local authorities;
    • housing providers;
    • the Department for Work and Pensions;
    • creditors, debt agencies and money advisers;
    • courts and legal representatives;
    • safeguarding boards;
    • police or emergency services;
    • funders, auditors and regulators;
    • health and social care providers.

    We may also use third-party data processors to support the running of our services. These may include:

    • case management systems;
    • HR and payroll providers;
    • email marketing tools, where someone has opted in;
    • IT and cloud storage providers.

    All third-party processors are required to comply with UK GDPR and our data protection standards.

    We never sell personal information.

13. International transfers

    We do not routinely transfer personal information outside the UK.

    If this becomes necessary, we will ensure that appropriate safeguards are in place, such as UK Adequacy Regulations or International Data Transfer Agreements.

14. How long we keep personal information

    We only keep personal information for as long as necessary.

    Typical retention periods include:

    • casework records: 6 years after last contact;
    • safeguarding records: up to 75 years;
    • HR and payroll records: 6 years after employment ends;
    • finance records: 6 years;
    • volunteer records: 3 years after involvement ends;
    • CCTV, where used: usually 30 to 60 days.

    Some records may be kept for longer where there is a legal, safeguarding, regulatory or legitimate organisational reason to do so.

15. How we keep information safe

    We use organisational and technical measures to protect personal information. These include:

    • secure electronic systems;
    • restricted access controls;
    • staff training and confidentiality requirements;
    • encrypted devices where appropriate;
    • secure disposal of paper and electronic records;
    • appropriate data protection procedures and oversight.

16. Your rights

    Under UK GDPR, you have rights in relation to your personal information. These include:

    • the right to be informed about how your information is used;
    • the right to access your personal information;
    • the right to have inaccurate information corrected;
    • the right to have information erased in certain circumstances;
    • the right to restrict how your information is used;
    • the right to data portability;
    • the right to object to processing, including direct marketing;
    • rights in relation to automated decision-making.

    Accommodation Concern does not use automated decision-making.

    To make a request about your personal information, please contact:

    Email: help@a-c.org.uk

    Phone: 01536 416560

17. Complaints

    If you are unhappy with how your personal information has been handled, you can contact our Data Protection Lead.

    You also have the right to complain to the Information Commissioner’s Office:

    Information Commissioner’s Office
    Wycliffe House
    Water Lane
    Wilmslow
    Cheshire
    SK9 5AF

    Website: www.ico.org.uk

    Telephone: 0303 123 1113

18. Changes to this Privacy Notice

    We may update this Privacy Notice from time to time.

    The most recent version will be available on our website and at our offices.