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  • Major council IT system maintenance from 27 May (for around one week): we are carrying out planned essential maintenance work on the council’s IT systems. During this time, many of our online services are unavailable. Where relevant, planning consultations will be extended by 14 days. We will update this banner message as the work progresses. − During this time you can still contact us for other enquiries via our enquiry form or by phone. We apologise for any inconvenience. Find out more information on this work.

Customer Services – Privacy Notice

 The reasons why we process your data:

  • Resolving customer enquiries
  • Referring enquiries to relevant service teams to resolve
  • General enquiries
  • Visitors to Council buildings
  • Responding to service requests
  • Taking the details of request to access information, services or to signpost
  • Staff training and quality monitoring
  • Implementing service improvement following customer feedback
  • Responding to, and/ or resolving complaints

How we collect your data:

  • Emails
  • Telephone Calls
  • Online
  • Letters
  • In person
  • Voice customer satisfaction survey following phone call
  • We may also collect your information from a third party (a chosen representative acting on your behalf)

The lawful basis for processing your data:

  • Public task

The type of personal data we process:

  • Name
  • Address
  • Email Address
  • Telephone Number
  • Financial information
  • Payment information
  • Date of birth
  • Incident details
  • General identifiers (e.g. council tax account number)

Special (Sensitive) category data – may be volunteered but not requested:

  • Health data
  • Medical information
  • Family/ lifestyle/ social circumstance

Lawful Basis for Processing Special Categories of Personal Data:

Reasons of substantial public interest (with a basis in law)

Processing of personal data relating to criminal convictions and offences:

Non-applicable

Sharing your data:

  • Other internal council service teams for the purpose of processing your query
  • Unit4 ERP financial system
  • Rostrvm (data storage relating to call recordings)
  • Capita (data processor)

Automated decision making:

Non-Applicable

How long we keep your data:

3 years for emails and customer relationship management (CRM) data

6 months for call recordings

1 month for information passed to other council service teams by email during or following a visit to reception

Data passed to other council service teams departments will be held dependent on the specific service request in line with the relevant service team’s retention periods