Privacy Notice
Private owners paying service charge
Effective 19 November 2025
We keep our Privacy Notice under regular review and will update it if we undertake any new or amended processing. If there are any significant changes, we will bring these to your attention.
If you or someone you know would like this information in large print, braille, or translated into another language, please contact Customer Services.
At Plymouth Community Homes (PCH) we are committed to ensuring that your privacy is protected, and that data is used in accordance with the data protection legislation in force in England and Wales.
This Privacy Notice tells you what to expect when PCH collects and stores data containing personal information. It tells you why we process your personal information and the legal basis for doing so. It will also explain your rights when it comes to your data.
The information provided in this notice gives an overview and examples of data processing; it does not necessarily provide exhaustive detail of all aspects of PCH’s collection and use of personal information.
A. Contact Details
If you have any concerns or questions, please contact our Customer Services Team or our Data Protection Officer:
- Contacting Customer Services: Tel 0808 230 6500 or email
- Contacting our Data Protection Officer: Tel 0808 230 6500, email
· You can also complete the enquiry form on our website: www.plymouthcommunityhomes.co.uk/contact
· Or write to: Plymouth Community Homes, Plumer House, Tailyour Road, Crownhill, Plymouth, PL6 5DH
B. Who we are
Plymouth Community Homes Limited is a registered housing provider. Our registration number is 30637R. Our registered office is Plumer House, Tailyour Road, Crownhill Plymouth, PL6 5DH
For the purposes of data protection legislation, Plymouth Community Homes Limited is a Data Controller
C. What is personal information?
Personal information can be anything that identifies and relates to a living personal. This can include information that, when put together with other information, will identify a person.
D. How we collect your information
Most of the information we collect will be obtained when you first purchase a freehold property or land on one of our estates. Alternatively, it may be supplied by your solicitor during the purchase process, or if you notify us of any changes to your personal details.
E. Our basis in law for processing your personal information
We collect and process your information because there is a legal covenant/contract in place over your property which is between you and Plymouth Community Homes. This is the legal basis for us processing your information and carrying out our activities. We also have a legitimate interest in processing this information to ensure that both yours and our obligations are fulfilled.
F. What information we collect about you
When you become an owner of a freehold property on one of our estates where there is a legal covenant, we will collect the following information from you:
· Name
· Address and contact address, if property is let
· Telephone numbers
· E mail address
· Bank account details for direct debit
· Purchase & re-sale information
Telephone calls – telephone calls made to Plymouth Community Homes where a call management system is in place are recorded. A recorded message will tell you if your call will be recorded before the call starts.
Recordings of calls may be used, in pursuit of our legitimate interests, for the following reasons:
- For staff training and to improve customer service
- To check and measure whether we meet standards agreed with customers
- As evidence in investigations or disputes concerning either our customers or staff
Access to call recordings is through sampling apart from training purposes or when abusive or threatening behaviour has occurred, or a complaint has been made and requires investigation.
CCTV - We operate CCTV / sound recording in and around some of the properties on our estates in pursuit of our legitimate interests to provide a safe and secure environment for residents and to protect the general interests and well-being of all residents. For more information about our CCTV, please refer to the Tenant Privacy Notice.
G. What we do with it
We may use the information you give us:
· to fulfil our obligations under the deed
· to collect estate service changes
· to consult with you about any proposed major works or developments which may affect you
· to contact you about estate repairs and maintenance
· for internal record keeping
· to undertake credit ratings or similar in the event of estate rent charge arrears
· to comply with our legal obligations
· to enforce your obligations under the deed
H. How long we keep your information
We will only retain your information for as long as is reasonably necessary for us to fulfil the purposes set out in this guide. When you cease to have a relationship with us (i.e. sell the property), we will securely dispose of your information. If we are in dispute with you, we will keep it until legal proceedings have ended.
There may be a need to retain some data indefinitely such as consents to covenants, consultation documents, legal deeds and any other documentation we are required to keep by law.
I. Sharing your information
We will only share your information where we are legally obliged or able to do so, for example:
· to provide you with the services we are required to deliver
· to comply with the law (e.g., police, health authorities, inland revenue, government departments, local authority)
· to progress the sale of the property with your permission
· to seek legal advice or in connection with court proceedings or statutory action to enforce compliance with the deed
· where there is a clear health and safety risk
· child protection and safeguarding issues
· for the detection and prevention of crime, prosecution of offenders and for the detection and prevention of fraud
We may share your information with third parties from time to time, such as, but not limited to:
· Local authorities
· Legal Advisors, the courts and our insurers and auditors
· Contractors providing estate maintenance
· Language translation services
· External assistance where you have agreed to a referral, e.g., to help with money problems
· Credit checking agencies and debt recovery agents
· A nominated third party where you have given us your permission
· Organisations to carry out payments through a secure service (e.g., to set up a direct debit)
· Other organisations that hold a charge over your property
· Companies that help us mail out estate charge invoices
J. How we store your information
We are committed to ensuring that your information is secure. Some information is stored on paper, but most is stored electronically. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information.
K. Your Rights in relation to your personal data
In certain circumstances, data protection legislation gives you a number of individual rights in relation to your personal data. These are as follows:
· The Right to be Informed about how your data is managed – this right is met by this privacy notice and a range of other notices which relate to specific aspects of PCH, such as the CCTV privacy notice and the website privacy notice.
· The Right of Access to your personal information – so that you can be aware of and verify what personal data we hold. Click here for details on how to apply for this right or ask us for more information.
· The Right of Rectification - to have any personal data corrected if it is inaccurate, incomplete or out of date.
· The Right of Erasure of your personal data – this only applies in certain circumstances, such as where you have given consent for us to hold information and you withdraw that consent.
· The Right to restrict processing – in certain circumstances you have the right to block or restrict how we process your data.
· The Right to data portability – which in certain circumstances allows you to obtain obtain and reuse your personal data for your own purposes across different services
· The Right to object - in certain circumstances, to the processing of personal data. In particular, you have the right to object to being sent direct marketing information.
· The Right not to be subject to automated decision making – Plymouth Community Homes does not do this
· The Right to Complain - about how your personal data is handled. If you wish to make a complaint, Section L provides more information.
More information on the individual rights and how they apply can be obtained by visiting the ICO website (ico.org.uk)
If you wish to exercise any of the above rights, please contact:
Governance Team, Plymouth Community Homes
Plumer House, Tailyour Road, Crownhill, Plymouth, PL6 5DH
Alternatively, you can make a request electronically, by email, to governance@plymouthcommunityhomes.co.uk. or telephone the Governance Team on
0808 230 6500.
L. Making a complaint
If you believe that Plymouth Community Homes has not handled your personal information correctly you have the right to make a complaint. You can raise a complaint in several different ways.
Please refer to our Complaints Process Guidance on our website for full details or speak to a member of staff.
Website: www.plymouthcommunityhomes.co.uk
Email: enquiries@plymouthcommunityhomes.co.uk
Tel: 0808 230 6500
You also have the right to contact the Information Commission (IC):
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.
Plymouth Community Homes Group
Registered Office: Plumer House, Tailyour Road, Plymouth, PL6 5DH
Legal Status:
Plymouth Community Homes Ltd is a registered society under the Co-operative and Community Benefit Societies Act 2014 (which consolidates the Industrial and Provident Societies Acts) and is registered with the Financial Conduct Authority (registration 30637R) and the Regulator of Social Housing (registration L4543).
At the time of issuing this Notice, Plymouth Community Homes Ltd has two wholly owned subsidiaries, Plymouth Community Homes Regeneration Company Ltd (PCHR), company number 7272688 and Plymouth Community Homes Energy Ltd (PCHE), company number 8028170. Both subsidiaries are incorporated under the Companies Act 2006.
