Plymouth Community Homes Limited is committed to protecting the personal information we collect about you and will obtain, use and disclose this information only in accordance with legislation. For the purposes of the Data Protection Act 1998, Plymouth Community Homes is a Data Controller. This means that we collect personal data and decide how and why it is used and ‘processed’. We will only use it for the purposes listed below and for things that we have told you about in advance.

This privacy notice explains what happens to the information we collect for the purposes of housing management.

The Data Protection Act 1998 and other laws apply to our use of anyone’s personal information and everyone has rights regarding how their personal information is handled.

We have published this privacy notice to tell you:

  1. What information we collect about you
  2. What we use your personal information for
  3. Who (if anyone) we pass it on to and how they use it
  4. How you can access the information we hold about you.


1. Information we may collect and hold from you

We may collect the following personal information about you:

A.   When you first make an application for housing:

B.   Additional information required to manage your tenancy and housing needs:

C.   To provide security:

D.   To improve customer service delivery, you can give us:

E.    When you ask for additional services:

F.    When we process information about you on behalf of another organisation you     receive services from:

G.   To help you buy/rent part or the whole of a home:


2. What we use your personal information for

For providing our housing services to you:


3. Who else we may pass your information to

There may be times when we disclose your details to others, as follows below. Where required, we will ensure that we have appropriate information sharing protocols in place.

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

We do not give anyone access to your information in return for payment for their marketing or commercial purposes.

We will not share your personal information with anyone who claims to represent you unless we are satisfied that you have appointed them or they act in some recognised official capacity.


4. Call Recording

As part of our commitment to providing the best possible service to our customers we may record telephone calls to our Customer Service Centre and some other departments. This helps us to identify ways that we can provide you with a better service.

If your call is being recorded you will be informed by automated message at the beginning of your call.

We record calls:

We understand your personal information is important and we are committed to protecting your privacy. We store the recordings securely for 12 months and destroy them after this period, unless they are part of a dispute, in which case we reserve the right to keep the call recordings as part of the dispute resolution.


5. Accessing the information we have about you

You have a legal right to request information that we hold about you and we have a duty to respond within 40 days. This is a Subject Access Request. We will charge a fee of £10, allowed by law, to cover our costs. The 40 days begins when we receive this fee. You can ask any of our staff or write to:

Governance Team
Plymouth Community Homes
Plumer House,
Tailyour Road,

How to request personal information from Plymouth Community Homes

The Data Protection Act 1998 gives you the right, subject to certain exemptions, to have access to any personal information held about you, often referred to as the right of ‘subject access request’.

Unless we have lawful reason for withholding this information we will provide you with access.

Your rights when making a request

If we do hold personal information about you we will:

The Subject Access Request Application Form and Guidance notes for Applicant will help you to make such a request, help us to locate the information you require and satisfy ourselves as to your identity. Whilst the form is helpful in providing all the necessary information we need to process your request, it is not compulsory.

Alternatively, you can write to:

Governance Team
Plymouth Community Homes
Plumer House
Tailyour Road

Proof of identity

 To avoid personal data about one individual being sent to another, either accidently or as the result of deception, Plymouth Community Homes needs to be satisfied as to your identity. In most circumstances we will use the information that was obtained when you started your tenancy to confirm your identity. However on occasion we may ask you to provide further proof of identity before we are able to send your request to you.

Where a request is being made on behalf of a third party we will also ask for evidence of consent from the individual that the third party is acting on their behalf, such as a signed letter.


 A fee of £10 will be payable for each request and a cheque or postal order made payable to Plymouth Community Homes should accompany your request. If you wish you pay by cash we can we can arrange for this to be accepted at our Service Information Centre at Frankfort Gate or at Plumer House, Crownhill. Please do not send cash.

Timescales and response

 You will receive an acknowledgement within 5 working days and a full response within 40 calendar days from receipt of your request, from satisfactory proof of identity and from the information needed being requested.

What can I do if my data is not correct?

If you think the information is wrong you need to tell us. If we agree it is wrong we will arrange for it to be corrected or removed. You will then be able to see an amended copy of the information.

If you need more help on making a Subject Access Request, please telephone the Governance Team on 01752 388364.


Changes to this Privacy Notice

This statement will be reviewed regularly and may change.