If you are an existing Regenda Homes resident, please complete your details below to create a My Regenda Homes customer portal account.

 

          If you are NOT an existing Regenda Homes resident and instead you are looking for one of our homes please follow this link: Apply for a home

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 Regenda Homes Privacy Notice 

Regenda Homes is a registered provider of social housing.  This privacy notice tells you what to expect when Regenda Homes collects your personal information.  

 

This privacy notice will tell you: 

  1. The data we collect and how we do this 

  1. How we use your personal data 

  1. Legal bases for data processing  

  1. Who we share your personal data with  

  1. How your personal data is sent outside of the UK and European Economic Area 

  1. How long we keep your personal data  

  1. Protecting your personal data 

  1. Cookies  

  1. The choices and rights you have when it comes to your personal data 

  1. Getting in touch with us 

  1. Information Commissioners Office  

 

1. The data we collect and how we do this 

We begin the process of collecting information about you, and if appropriate, your family, when you apply to us for housing either directly or through one of our Choice Based Letting partners and throughout your relationship with us.  Although the information we collect may vary, typically it may include: 

  • Contact information, such as name, username (when registering online), address, email address and telephone number 

  • Your age, gender, date of birth and national identifiers (such as National Insurance number or passport number) 

  • Information about your employment  

  • Details of any contact with us, such as complaints or incidents  

  • Financial details, including bank details and financial circumstances  

  • Next of kin details 

  • History of rent payments 

  • Information in relation to any criminal convictions  

  • Information about how you use our products and services, such as disrepair claims 

  • Information on housing need for you and others who live in your household 

  • Information on adaptations, applications and transfer requests 

  • Information about how you use our website or other technology, including IP addresses  

  • Images and footage if you are in the field of vision of any of our CCTV systems or drone footage 

  • Conversations may be recorded in certain circumstances during homes visits

 

Regenda Homes also collects special category information, including: 

  • Ethnic origin 

  • Disability or other health information   

  • Religion  

  • Sexual orientation 

 

We understand that you may not feel comfortable providing some of this information and consider it private. We ask some of these questions to make sure that we do not discriminate against any of our customers and because we recognise that a person’s age, disability, ethnic origin, religion, sexual orientation, or medical condition may affect their choice of home, the area they want to live, and the services they need. 

 

Understanding the diversity of our customers is very important to help us work towards providing homes and services that meet everyone’s needs.  

If you feel uncomfortable providing this information, you can say no.  

 

2. How we use your personal data 

We collect your personal information in order to: 

  • Support you in managing your tenancy  

  • Check you are eligible for social housing  

  • Check you have the right to rent 

  • Help you find a suitable home to rent and assess your application for housing 

  • Manage rent balances and help conduct activities around arrears management and customer benefits  

  • Provide a repairs and maintenance service 

  • Resolve ASB disputes  

  • Provide care and support services  

  • Investigate complaints 

  • Meet our management obligations and service charge reporting 

  • Allow you the opportunity to provide feedback and shape services  

  • Process requests from third parties, for example, Council Tax 

  • Monitor diversity and equality which helps to tailor services 

  • Prevent and detect crime  

  • Ensure utility charges are directed to those responsible for paying  

  • Monitor diversity and equality which helps to tailor services  

  • Adhere to regulatory purposes 

  • Adhere to legal requirements. 

 

As part of our ongoing commitment to improving customer experience and understanding your needs more effectively, we may analyse the sentiment of recorded phone messages. This process involves using automated tools to assess the emotional tone and intent expressed within voice recordings. This means that we may infer whether a message is positive, negative or neutral based on vocal cues and word choice.  

 

We may also use segmentation analysis to better understand customer needs and preferences to prioritise the delivery of our services accordingly. Where the analysis of data involves the use of artificial intelligence (AI), we will ensure this is used in line with our AI and Machine Learning Policy which governs the use of AI across the Regenda Group.  

 

 

3. Legal Bases for data processing   

Regenda Homes will use one or more of the following reasons to lawfully process your information: 

  • Contract: It is necessary for assessing your tenancy application or operating your tenancy agreement. 

  • Legal Requirement: It is required by law.  

  • Legitimate Interest: It is in the legitimate interest of Regenda Homes or a third party. It is in our interest to:  

  • Communicate with you to keep you updated on our services. 

  • Retain and process next of kin and emergency contact details. 

  • Carry out customer surveys with a third party to help us improve services to you. 

  • Offer you further support, including referrals to external agencies, to help you stay in your home. 

  • Trace former tenants regarding arrears. 

  • Supply your details to utility companies when you move in and out of your home to ensure correct payment of utility bills. 

  • Record some telephone calls for monitoring quality and training purposes

  • Operate CCTV in and around some of our properties and offices. 

  • Consent: You have given your explicit consent. 

 

If you wish to withdraw your consent at any time, please contact dataprotection@regenda.org.uk   

  • Vital Interest: On very rare occasions we may use or share data about you to protect you or someone else. 

  • Public interest: We might use data in order to pursue something that’s of key interest to what’s called the ‘substantial public interest’. This would always be in accordance with the Data Protection Act 2018. These interests cover things like the safeguarding of people at risk and safeguarding the economic wellbeing of certain people. 

 

4. Who we share your personal data with  

We will share your personal information to manage your tenancy and offer appropriate support, which may include: 

  • People you have authorised to act on your behalf  

  • The lead tenant if you are not the main tenant but living in the household 

  • Third party contractors who carry out repairs and maintenance to your home  

  • Your Local Authority 

  • Your previous landlord  

  • Any support agencies you are involved with  

  • Utility companies 

  • Experian (credit checker) if you are a former tenant in arrears 

  • Debt recovery agencies  

  • Your Councillor, Member of Parliament or Housing Ombudsman Service where they are representing you and your interests 

  • Our solicitors to provide advice in relation to your tenancy 

  • Our insurance providers 

  • Third party IT providers that enable to us to provide services to you i.e. Live Chat & E-Newsletter 

  • Independent research companies to carry out customer satisfaction surveys. 

 

In some cases, we may have a duty to disclose your information to: 

  • The Regulator of Social Housing  

  • Other Housing Associations  

  • Department of Works and Pensions 

  • Fire Services, Health Authorities or medical staff  

  • The Police and other law-enforcement agencies to perform their duties for the purpose of crime prevention or detection  

  • Ministry of Housing, Communities & Local Government (MHCLG)* 

 

* For further information on how the Ministry of Housing, Communities & Local Government (MHCLG) uses your personal information, please contact dataprotection@regenda.org.uk to see a copy of their Privacy Notice. 

 

5. How your personal data is sent outside of the UK and European Economic Area 

We (or a third party who we share personal data with) might host, store, and handle that personal data outside of the European Economic Area (EEA). Some of our customer service work is done outside the EEA, to make sure we operate as easily as possible. This means that we’ll send your personal data to suppliers based outside the EEA. 

When we send data outside of the EEA, we make sure that all the right safeguards have been put in place to protect your personal data. 

This means that we’ll: 

  • Make sure the country where your personal data will be handled has been deemed “adequate” by the Information Commissioner’s Office (“ICO”) in accordance with the UK GDPR. 

  • Include standard data protection clauses (approved by the ICO for transferring personal data outside the UK and EEA) in our contracts with those third parties – these are the clauses approved under Article 46.2 of the UK GDPR. 

 

6. How long do we keep your personal data 

We keep your personal data for no longer than is necessary. This means that when we don’t need it anymore, we delete it. The length of time we keep it all depends on why we’re using it and/or what we need to do to comply with applicable laws and to establish, exercise, or defend our legal rights. 

In some circumstances, we might anonymise your personal data (so that it can no longer be associated with you) and use this indefinitely, without further notice. 

 

7. Protecting your personal data 

We follow strict security procedures to protect your personal data. This includes following certain guidelines (for example, checking your identity when you phone us). 

Whilst we take appropriate technical and organisational measures and have in place physical and electronic procedures necessary to safeguard the personal data that you provide to us, no transmission to or from us by post, email, phone, SMS or over the internet can ever be guaranteed as entirely secure. Communications over the web are not secure and as such, we cannot accept any liability or responsibility for any unauthorised access or loss of personal data. 

We also have procedures in place to deal with any suspected data security breach. We’ll notify you and any applicable regulator of a suspected data security breach where we’re legally required to do so. 

 

8. Cookies  

The Regenda Homes website uses cookies. Cookies are small text files placed on your web browser, computer or mobile device when you visit any website. They are used to make websites work and improve user experience.  

You can control cookies through the settings of your web browser. To find out more, visit www.aboutcookies.org or www.allaboutcookies.org  

When you visit our websites, you’ll be presented with a cookie banner. It lets you choose whether to accept the use of cookies on our site or not.  

 

How do we use cookies? 

We use information supplied by cookies to help us: 

  • Analyse your use of our websites to provide you with a more personalised online user experience. 

  • Improve our website by displaying content that is most relevant to individual visitors. 

  • Advertise Regenda products on other websites, based on your visits to our sites. 

  • Ensure you receive advertising from us that is relevant to you and your interests. 

  • Remember certain personal preferences, such as your language setting and preferred configurations. 

For instance, depending on your cookie choices, we may use information about your devices and your online interactions to provide, analyse and improve our services. This may include personalising content or advertising for you. 

 

Google Analytics 

The Regenda Group uses Google Signals, which is a feature of Google Analytics and provides insights into users' cross-device behaviour.  Google Signals installs cookies on visitors’ devices when visitors are signed into their Google Account and have turned on Ads Personalisation.  

Google Analytics collects data from the sites and apps visited from consenting users Google Accounts.  Google Analytics uses aggregated data, and no identifying personal data is shared.   

This includes information on age, gender and the interests of website visitors to help give us a clearer picture of website visitors, to track performance of marketing campaigns and to help create more effective ads based on users interests and preferences.  

To find out how Google processes your information visit  Privacy Policy – Privacy & Terms – Google  

 

9. The choices and rights you have, when it comes to your personal data 

Our contact details are in section 10, and you can always get in touch to ask that we: 

  • Give you further details about how we process your personal data 

  • Give you a copy of any personal data we hold about you 

  • Withdraw your consent for a way that we’re using your data (where we need your consent legally to use your personal information) 

  • Consider any valid objection you have to us processing your personal data (including the right to object to processing where we’re relying on our interests as a legal basis for processing) 

  • Update or delete personal data that we have about you 

  • Restrict the way that we process your personal data 

  • Consider any valid request to transfer your personal data to a third-party provider of services  

 

10. Getting in touch with us  

If you’ve got any questions about data protection, or you’re not happy with how we’ve handled your data, please contact us via: 

Address: Data Protection, The Regenda Group, The Foundry, 42 Henry Street, Liverpool, L1 5AY 

Tel: 0151 703 3000 

Email: dataprotection@regenda.org.uk  

 

11. Information Commissioner’s Office (ICO) 

If you’re not happy or you think our processing of your data doesn’t comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO): 

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

Telephone number: 0303 123 1113 

Website: ico.org.uk 

 

 

Date: 25/05/2024