Housing department privacy notice

Information about our privacy notice and how Hammersmith & Fulham Council's housing team processes your data in accordance with legal requirements.

Hammersmith & Fulham Council (“a data controller”) is committed to protecting the privacy and security of your personal information.

Who is collecting the data?

We collect and process personal data relating to our service users in order to provide housing services. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

What data is being collected?

We collect and process a range of information about you. This can include:

your name, address and contact details, including email address and telephone number, date of birth, gender and ethnicity or race

  • information about your marital status, next of kin and their emergency contact details
  • financial information such as bank details and transactional data including payments to or from you and credit checks
  • details of your bank account and payment card details
  • information about medical or health conditions, including whether you have a disability and support needs
  • employment details, including your national insurance number and income
  • information about the property you live in and your housing history.
  • Information about any criminal convictions

What is the legal basis for processing the data?

Our lawful basis for processing your personal data the way we do in relation to contacting you by telephone, in person, email, text message and social media, for example your rent, is ‘legitimate interest’.

To allow us to have and offer tailored conversations with you to enable us to deliver our services to your needs, for example the information you provide to H&F’s My Account will be used by our staff and third parties to provide council services on our behalf.

H&F will use the information held by us for the purpose of law enforcement, regulation and licensing, criminal prosecutions, and court proceeding, to undertake the functions efficiently and effectively. 

.  For example:

  • assess housing and re-housing needs
  • deliver our landlord and other housing services
  • meet our regulator requirement by consulting with you on any major changes to our service
  • monitor services to ensure they are delivered in a fair and equitable way
  • monitor services to support future service development and delivery
  • monitor services to provide statistical data for statutory returns and governance and compliance purposes
  • provide advice and guidance to help you sustain your tenancy
  • in order to help facilitate rent payments

Who may we share your information with?

We may share your personal data with third parties including third-party service providers, regulatory bodies, the Police and other Government departments and agencies. Where we do so, we will require all third parties to respect the security of your personal data, to meet the security standards in protecting it and to treat it in accordance with the law

We will share personal information with law enforcement or other authorities if required by applicable law such as:

  • Other Council Departments and contractors
  • Information Commissioner’s Office – will have a lawful and legitimate interest in the information for the purposes of investigating a complaint made by you.
  • Health Services
  • The Cabinet Office
  • Government agencies
  • Specified anti-fraud organisations (SAFOs)
  • The Police
  • Fire Services
  • Judicial agencies e.g. Courts
  • Department of work and pensions
  • HMRC
  • Other Local authorities
  • Health Services
  • Other social housing providers
  • In certain circumstances employers
  • Credit reference agencies
  • Third sector organisation
  • Other council departments and contractors  

We also share your data with:

  • other service areas in H&F: We will share your data with other departments within H&F such as ACE Reference (School Attendance(statutory), Adult Social care, Contact tracing teams, Electoral Register services, Community safety teams.
  • our suppliers – they will act as our data processor and we will only share the data they need to process your information on our behalf . Examples: Our housing and compliance software application providers(NEC Housing, Technology Forge) ; 
  • our partners – we may work with other organisations (listed above) to provide services for you and will only share data that they need. We will have an information sharing agreement which will set out what they can use the data for. Examples : our appointed Repairs and Maintenance and Compliance contractors , Surveyors.

We only share and process your data within the United Kingdom where it is appropriate and legal to do so.  We may also share information, for example, if there is a risk of serious harm or threat to life. Where this is necessary, we are required to comply with all aspects of the General Data Protection Regulation and the Data Protection Act 2018.

How will the information be used?

We need to process data for the performance of our contract with you. For example, we may need to collect and share information to manage your tenancy.

The processing of this information is necessary for compliance with legal obligations primarily under the Housing Acts 1985, 1988, 1996, and 2004, the Homelessness Act 2002, the Homelessness Reduction Act 2017, the Crime and Disorder Act 1998, Housing and Regeneration Act 2008 and the Housing Health and Safety Rating System Regulations 2005.

We take your privacy seriously and will only use your personal information to administer your Housing account and to provide services you have requested from us or that we need to provide/enforce.

We follow the principles of Data Protection legislation, as well as respecting people’s rights to confidentiality and privacy.

We may share your information with, and obtain information about you from, central Government agencies, credit reference agencies or fraud prevention agencies. We will not disclose any other information, unless required to do so by law.

How long will the data be stored for?

We will only keep your information for as long as is required by law and to provide you with the necessary services.  For further details you can submit a request via the Request for Information page.

We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this data to allow the Council to effectively target and plan the provision of services.

What rights does the data subject have?

You have the right to request a copy of the information that we hold about you. 

The new General Data Protection Regulation also gives you additional rights about the information we hold about you and how we use it, including the right to:

  • Withdraw consent and the right to object and restrict further processing of your data; however, this may affect service delivery to you.
  • Request to have your data deleted where there is no compelling reason for its continued processing and provided that there are no legitimate grounds for retaining it.
  • Request your data to be rectified if it is inaccurate or incomplete.
  • Have your data transferred or copied should you move to another authority.
  • Not be subject to automated decision-making including profiling.

To request information that we hold about you visit our Subject Access Request page.

How can the data subject raise a complaint?

You have a right to complain to us if you think we have not complied with our obligation for handling your personal information; please visit our Compliments and Complaints page.

If you are not satisfied with the Council’s response you have a right to complain to the Information Commissioner’s Office (ICO).  You can report a concern by visiting the ICO website

Developing and testing business applications

Housing and their service delivery partners (see above) may use the information you give us to maintain and improve the services which we deliver, this includes developing and upgrading the systems which we use to process your information. 

Corporate business intelligence

Housing may share the information you give us with other council services and service delivery partners (see above) for research and analysis purposes, to help us design the services we provide and to identify and contact residents who may benefit from them.

Prevention and detection of fraud

We have a duty to protect the public funds we administer. To this end we may use the data you have supplied for your housing/council tax award and/or council tax account for the purposes of the prevention and detection of fraud. This includes data matching exercises such as the National Fraud Initiative.

Legal requirements

H&F will use all information held by us for the purposes of law enforcement, regulation and licensing, criminal prosecutions and court proceedings.

Phone numbers and email addresses

When contacting the council, we may request a contact mobile phone number (or email) from you. If we do, we may use this number to contact you by text (or email) as well as by phone. We will only contact you about matters that affect your tenancy or contract (if you are a leaseholder), such as payments or to inform you of forum or other meetings.

No texts (or emails) will contain any information that could be used to identify you i.e. your name, so that if your phone is lost/stolen the messages could only be matched to the mobile phone the text was sent to.