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1. Summary

This Privacy Notice is a public document available to anyone and applies to customers of the Home Assistance Hub (HAH) to explain how we collect and process personal information in order to conduct normal business activities. Normal activities can be summarised as:

Providing home repairs, improvements, adaptations and wellbeing services for older, vulnerable and disabled vulnerable people in Cheshire West and Chester.

2. Who we are

Liverpool Mutual Homes (LMH) is a Housing Association delivering services in Liverpool, Merseyside and Cheshire. Head Office is located at The Observatory, 1 Old Haymarket, Liverpool L1 6RA. LMH manages HAH, a project which delivers the services above on behalf of Cheshire West and Chester Council.

3. How we collect your information

HAH collects information from you via a variety of sources, including forms, phone calls, written communication, emails or from other parties that you are engaged with.

LMH’s Customer Service Centre phone calls are recorded for training and monitoring purposes and our recordings are held for a period of three months; LMH operates a continuous CCTV system at all our office premises for the detection and prevention of crime and recordings are held for two months.

Photographs may be taken and used for general marketing providing individuals give consent for business related purposes.

4. What information we collect about you

The information we require from you can include, depending on the service you require:

  • Personal information.
    Examples of this include: name, date of birth, contact details, details of people authorised to act on your behalf if applicable, National insurance number, information about your property, property ownership status, financial and benefit information, details of other household residents.

Additional information may be requested, depending on the service you require, including information relating to:

  • Disability, health or vulnerability.
  • Third party interests (such as landlords, mortgage providers or property charge holders)

5. What happens if you don’t provide this information

Without the necessary information we would not be able to provide our services to you.

6. What we do with information collected

The information we require from you is used to process your applications for grants or loans, progress your enquiries for private work or to enable us to complete other work you require.

7. How we store the information collected

Personal information is stored and managed within information technology systems which are maintained to achieve a high level of Confidentiality, Integrity and Availability (CIA) including following best practice cyber security standards. Information held on IT systems is data protection compliant.

8. Why we need your information (Lawful Basis)

We only process your personal data where we have a proper lawful basis to do so. The processing is necessary to ensure HAH can progress your application or referral in accordance with Cheshire West and Chester Council’s Home Assistance Policy or deliver the services you require more effectively.

In certain instances, where our processing relates to something not covered above, we may rely on your consent as the lawful basis for that processing. Where you have given consent you may withdraw your consent at any time by contacting info@liverpoolmh.co.uk.

Where we process data relating to a child (i.e. under the age of 13) and such processing requires consent, we will obtain consent from the child’s parent or guardian. This also apply where an adult lacks the mental capacity to provide consent, in which case if consent is required, we will obtain consent from the appropriate guardian or attorney.

9. How we will communicate with you

This will usually be in writing, by telephone or via email and will also depend on your preferences and what we need to communicate.

10. Who we share data with

We share relevant personal data with our contractors, suppliers or other third parties who we instruct to carry out services on your behalf or who need to be involved in progressing your application or referral. We may also share information with other people who are involved in your care or support, such as family, friends or support workers so long as we have your agreement to do so. Our contractors, suppliers and other third parties are required to comply with the law and our own Data Processing Agreement to ensure data is managed appropriately and for specified purposes.

11. How long we keep information

For completed cases will keep your data for 6 years in accordance with the statute of limitations and financial regulations; for cancelled cases we will keep your data for 1 year.

12. What we will not do

We will not send you unsolicited marketing material.

We will not sell your personal data on to third parties.

We will not pass on your personal data to unrelated third parties unless we are allowed or required to do so by law or we have your explicit permission to do that.

We will not transfer or store your personal data outside of Europe (the European Economic Area) outside of the control of the UK / European regulations.

13. Your rights, the right to complain and the ICO

You have the right to request a copy of your information and to know what it is used for and how it has been shared. This is called the right of subject access. You also have the right to correct information that we hold. You may also withdraw your consent to use any information that was previously provided with your consent on the understanding we may not be able to continue with provision of services.

You can find more information about your rights, and data protection in general, on the website of the Information Commissioner’s Office here: https://ico.org.uk.

You have the right to complain about any matter relating to our service, including how we use your personal data. In the first instance please contact our Customer Services team on 0800 678 1894 or e-mail feedback@liverpoolmh.co.uk.

14. Further information

This privacy notice will be subject to amendments at times and will be available online at www.homeassistancehub.co.uk