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Regenda Homes Privacy Notice

Regenda Homes is part of the Regenda Group.  We are a Registered Social Landlord and provide affordable rented homes and support services. This notice explains how and why we use your personal information, and the rights you have.

We are committed to handling your information fairly, transparently and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Data (Use and Access) Act 2025 (DUAA).

1. Personal data we collect

We collect information about you and members of your household when you apply for housing, receive services, communicate with us, visit our website, interact with customer services, or live in a Regenda Homes property. This may include:

Personal data

  • Contact details (name, address, phone, email, online account username)
  • Date of birth, age, gender, signature and national identifiers (e.g., NI number, passport)
  • Language spoken
  • Household composition and next of kin
  • Criminal convictions and offences
  • Tenancy breaches
  • Financial information (income & expenditure, bank details, rent account, payment history)
  • Employment information
  • Complaints, enquiries and interactions with us
  • Disrepair claims
  • Housing applications, transfer requests and adaptations
  • Website usage and IP address and device data
  • CCTV and drone footage where you are in view
  • Audio recordings of calls or home visits (where recorded)

Special category data (where necessary)

  • Housing and support needs and specific vulnerabilities of household members
  • Disability and health information
  • Ethnic origin
  • Religion
  • Sexual orientation
  • Pregnancy details
  • Immigration status

 

We only ask for this information to ensure that your housing needs are met, and for fairness, inclusivity and compliance with equality law. You do not have to provide it.

2. How we collect your information

We collect personal data from:

  • Application forms (online or from Choice Based Lettings partners)
  • Tenancy management interactions
  • Repairs, maintenance and support services
  • CCTV and building security systems
  • Our website, portals and digital tools
  • Phone contact, emails, letters and surveys
  • Third parties such as local authorities, support agencies or former landlords
  • Automated tools (e.g., sentiment analysis, web analytics)

We will always explain what information is required and why.

3. How we use your personal data

We use your information to:

  • Assess and manage your tenancy
  • Check eligibility for social housing and right‑to‑rent
  • Manage rent accounts, arrears and tenancy breaches
  • Provide repairs, maintenance and property services
  • Handle complaints, disputes and anti‑social behaviour (ASB)
  • Provide support services and safeguarding
  • Meet regulatory and legal requirements
  • Prevent and detect crime, fraud or serious risk
  • Provide accurate utility billing
  • Monitor equality, diversity and inclusion
  • Analyse customer needs, shape services and collect feedback

We use the following Artificial Intelligence (AI), analytics and automated tools:

  • Sentiment analysis of recorded calls
  • Segmentation and profiling to understand service needs
  • Algorithmic tools to prioritise repairs or customer contact
  • Automated decision‑support systems used internally to allocate resources

We do not make fully automated decisions that produce legal or significant effects without human involvement.

Where AI or automated analysis is used, it is governed by our AI and Machine Learning Policy.

You have the right to:

  • Request human review
  • Ask for an explanation of how automated tools affected your case
  • Object to automated processing where legally permitted

 

4. Legal bases for processing

We rely on one or more of the following:

Contract

To assess your housing application or manage your tenancy agreement.

Legal obligation

Where processing is required by housing, safeguarding, tax, regulatory or other legislation.

Legitimate interests

Including:

  • Communicating with you
  • Process next of kin and emergency contact details
  • Operating CCTV for safety and crime prevention
  • Referring you to support services
  • Utility billing
  • Trace former tenants regarding arrears
  • Quality monitoring and staff training
  • Customer surveys through approved partners

We always balance legitimate interests against your rights.

Consent

Where required, such as:

  • Requests for third parties to act on your behalf
  • Use of certain special category data
  • Optional surveys or marketing communications.

You can withdraw consent at any time.

Vital interests

Protecting life or preventing serious harm.

Public interest / substantial public interest

Including safeguarding, preventing fraud, and equality monitoring.

Recognised legitimate interests

We may rely on this basis for:

  • Cybersecurity and system integrity - protecting our digital systems and preventing cyber threats
  • Crime prevention and detection - including tenancy fraud and serious ASB
  • Safeguarding vulnerable individuals - where information is required to protect someone at risk
  • Disclosures to public bodies - where a public body (e.g., local authority, police, fire service) confirms it needs information to carry out its statutory public task
  • Responding to emergencies - such as fires, floods, structural hazards or risks to human welfare

5. Who we share your personal data with

We may share information with:

To deliver services

  • People acting on your behalf
  • Lead tenant or joint tenants
  • Repairs and maintenance contractors
  • Local authorities
  • Support agencies
  • Utility providers
  • Former landlords
  • Debt recovery and tracing agents
  • Credit reference agencies (e.g., Experian for former tenant arrears)
  • Solicitors
  • Insurance providers
  • Third‑party IT providers (e.g., Live Chat, E‑Newsletter)
  • Independent research companies
  • Home Office

Where disclosure is required

  • Regulator of Social Housing
  • Department for Work and Pensions
  • Other housing associations
  • Police and law enforcement
  • Fire services, health agencies and safeguarding authorities
  • Housing Ombudsman Service
  • Ministry of Housing, Communities & Local Government (MHCLG/CORE)

For further information on how the Ministry of Housing, Communities & Local Government (MHCLG) uses your personal information, please see a copy of their Privacy Notice here:  Privacy notice for tenants and buyers of new social housing - Submit social housing lettings and sales data (CORE) - GOV.UK

6. International transfers

Where data is processed outside the UK or EEA, we ensure:

  • A UK‑approved adequacy decision is in place, or
  • UK‑approved International Data Transfer Agreements or Standard Contractual Clauses (Article 46 UK GDPR) are used

7. How long we keep your data

Tenancy records are retained for 6 years after the tenancy ends.  We only keep your information for as long as necessary to:

  • Deliver services
  • Meet legal and regulatory requirements
  • Defend legal claims

All information is securely disposed of when no longer required and some data may be anonymised for statistical purposes.

8. Protecting your personal data

We use organisational, technical and physical measures to safeguard data. These include:

  • Identity checks
  • Access controls
  • Encryption and secure systems
  • Incident and breach response procedures

No communication method is completely secure, but we take reasonable measures to reduce risk.

9. Cookies and website analytics

Our website uses cookies to:

  • Improve performance and user experience
  • Personalise content
  • Deliver relevant advertising
  • Understand user behaviour

Google Analytics and Google Signals may be used with your consent. No identifiable Google account data is shared with us.

You can change your cookie preferences at any time.

10. Your rights

You can ask us to:

  • Provide a copy of the personal data we hold (Subject Access Request)
  • Explain how your data is used
  • Correct or update inaccurate information
  • Delete your information (where applicable)
  • Restrict or object to processing
  • Transfer data to another organisation (where applicable)
  • Withdraw consent
  • Challenge automated decision‑making or request human intervention
  • Request explanation of algorithmic tools
  • Raise a complaint if you believe we have not met data protection standards, including fairness, transparency or data access rights

Data protection requests or queries can be made via the contact details below.

11. Contact us

Data Protection Team
The Regenda Group
The Foundry, 42 Henry Street, Liverpool, L1 5AY
Tel: 0151 703 3000
Email: dataprotection@regenda.org.uk

12. Information Commission

You can contact the Information Commission at:

 

Address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Telephone number: 0303 123 1113

Website:   ico.org.uk

 

This privacy notice was last updated 22 April 2026