About this website

This website is primarily intended for use by adults. If you are under the age of 18, we recommend that you use the website with the knowledge and support of a parent, guardian or other responsible adult where appropriate. Where a particular online service, application or transaction is only available to people aged 18 or over, or to those who are legally able to enter into a binding agreement, this will be made clear at the point of use. By using such a service, you confirm that you meet the relevant eligibility requirements or have the appropriate authority to act.

You agree to use our website only for lawful purposes. You must not use our website in any way that causes, or may cause, damage to the website or impairs its availability or accessibility, or to copy, store, host, transmit, send, use, publish or distribute any material that consists of, or is linked to, spyware, a computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious software.

Any information you submit through this website will be managed in line with our website privacy notice, cookies policy and all applicable law.

The contents of this website are for general information purposes only. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site

We take reasonable steps to ensure that the information on this website is accurate and up to date when published. However, website content may be changed, updated or removed without notice, and we make no representations, warranties or guarantees, whether express or implied, that it is accurate, complete or up to date. We do not accept any liability for any error or omission.

Where our website includes content generated by our AI assistant, this is provided for general information only. We do not accept liability for any errors, omissions or inaccuracies in AI-generated content, and you should not rely on it as a substitute for professional or specialist advice where this is required.

To access certain services on our website, you may be required to register for an account. You must ensure that the details you provide during registration or at any time are correct and complete and inform us immediately of any changes by updating your personal details so we can communicate with you effectively. You must keep your password confidential and must not disclose it to any third party. You are responsible for all activities that occur under your account.

We provide various services through our website. We strive to ensure that our services are available at all times. However, we do not warrant that the website or any service on the website will be uninterrupted or error-free, and we are not liable for any periods of unavailability.

Unless otherwise stated, we own the intellectual property rights to this website and its content, including text, graphics, images, video and audio. All these intellectual property rights are reserved, and the content is owned by and copyright of Livin.

You may view, download for caching purposes only, display, print and abstract content from our website for your personal use, subject to the restrictions set out below and elsewhere in these terms and conditions.

You may link to our website, provided that you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not republish, sell, rent, sub-license, reproduce, duplicate, copy, commercially exploit, edit or otherwise modify material from this website without the express permission of Livin. Requests for permission to use our copyrighted material should be directed to pressandpr@livin.co.uk. Where approval is granted, such material used must contain a written acknowledgement of its origin and copyright.

Your privacy is important to us. Please see our website privacy notice for details on how we collect, use and protect personal information submitted via our website.

Our website uses cookies and similar technologies. Strictly necessary cookies are used because they are needed for the website to work. Where cookies are not strictly necessary, you will be asked to make a separate choice through our cookie banner or cookie preference tool. Please see our cookies policy for further information about the cookies we use and how you can manage your choices.

Nothing in these terms and conditions will:

• Limit or exclude our or your liability for death or personal injury resulting from negligence.
• Limit or exclude our or your liability for fraud or fraudulent misrepresentation.
• Limit any of our or your liabilities in any way that is not permitted under applicable law.
We will not be liable to you in respect of any losses arising out of events beyond our reasonable control.

To the maximum extent permitted by law, we exclude all representations, warranties, and conditions relating to the use of this website and the use of, or reliance on, any information provided on the website.

To the maximum extent permitted by law, Livin will not be liable for any loss or damage arising from, or in connection with, your use of this website, including indirect or consequential loss, loss of data, loss of profits or loss of use.

Our website may include links to third-party websites and resources for information only. We do not control, approve or endorse any such websites and accept no liability for their content or any information obtained from them.

We may revise these terms and conditions from time to time by updating this page and publishing any other legal notices on this website. Revised terms and conditions will apply to your use of our website from the date they are published.

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes relating to these terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these terms and conditions, please contact us at:

Post: Farrell House, Arlington Way, Spennymoor, DL16 6NL

Telephone: 0800 587 4538              

Email: digitalmedia@livin.co.uk

We are a local housing provider currently managing over 9,000 homes in North East England. We improve lives through sustainable homes and communities.

We collect personal data in order to deliver services and have a legal duty to protect any personal data we collect from you or receive about you from other parties, respond to data subject rights requests and comply with all applicable data protection legislation. We are registered as a data controller with the Information Commissioner’s Office (ICO), and our registration reference is Z1698480. You can contact us at:

Post: Farrell House, Arlington Way, Spennymoor, DL16 6NL
Telephone: 0800 587 4538
Email: dpo@livin.co.uk

When you use our website, for example by browsing, using your My Livin account and/or online contact forms or using the Live Chat or Virtual Assistant functions, we will collect data about you. The majority of this data will be provided directly by you and will depend on your purpose in using the website.

When you visit our website, we may automatically collect data including your IP address, browser type, operating system and device information. In addition, our website uses cookies to help it work properly, remember your preferences, understand how our website is used and improve your online experience. Please see our cookies policy for further information.

When you sign up to a My Livin account and/or request information or a service through our online contact forms, we will collect personal data including your name, date of birth and contact details, such as telephone number(s) and email address. We may collect additional personal data depending upon the service requested by you, for example financial details if you are making a payment. We do not request ‘special category data’ through our website but may collect it if provided by you, for example through the use of Live Chat.

When you use Live Chat, we may ask for personal information such as your name, address or date of birth to confirm your identity and/or help resolve your query. We may collect ‘special category’ data through Live Chat, for example equality or vulnerability data, if it is relevant to your query.

We also provide an AI-powered assistant (‘Ali’) on our website to help answer general questions about services. As part of your use of this function, we will process records of your interactions with the assistant. ‘Ali’ is not designed to respond to personal queries and so you should not enter any personal data when interacting with it. Where queries relate to your personal circumstances, they should be directed to channels such as Live Chat.

Verbatim records of your interactions on Live Chat and with ‘Ali’ will be generated.

We collect and use personal information through our website only where we have a lawful basis to do so. Depending on how you use the website, this may include processing that is necessary for the performance of a contract or to take steps at your request before entering into a contract, to comply with a legal obligation, to perform a task carried out in the public interest, to protect someone’s vital interests where their physical or mental health or wellbeing is at urgent or serious risk, or for our legitimate interests in operating, securing and improving our website.

Where consent is the appropriate lawful basis, such as for certain optional communications or cookies, we will ask for it separately. Some services cannot be provided unless you give us the information needed to manage your account, respond to your request or meet legal requirements, so if you choose not to provide it we may not be able to provide the service in full.

View our website processing at a glance.

When you access services or contact us through this website, we will use the information you provide for the relevant purpose, such as responding to your enquiry, managing your account, providing a service, processing a transaction, contacting you about a service request or account matter, sending news and other information you have requested or investigating your complaint.

Records of your interactions on Live Chat may also be reviewed for quality assurance, training, safeguarding, security or investigation purposes. ‘Ali’ does not make decisions about you or your tenancy. Records of your interactions with ‘Ali’ may be reviewed for quality assurance, training, safeguarding, security or investigation purposes.

We may also use anonymised or aggregated information regarding usage of our website for management information, service planning and performance monitoring, for example to understand how many customers access our services online.

You will not receive unsolicited postal or electronic marketing from us as a result of using our website.

Data processors 

Livin’s website is managed by The Works Digital. My Livin and online contact forms are provided by Meritec Ltd, and the Live Chat function is provided by Talkative Ltd. We may also use website hosting, security, analytics, cookie preference, payment and AI assistant providers to support the operation of the website and online services. When you use these services, the information you submit, together with technical information about your interaction, may be processed by these providers to allow them to deliver their contractual obligations to Livin. These providers process personal information only in accordance with our instructions and are required to protect it through appropriate contractual, technical and organisational safeguards.

Other parties

We will share your personal data with other organisations where this is necessary to deliver services to you, manage our relationship with you, support our legitimate business purposes, or meet a legal or regulatory obligation. We only share the information needed for the intended purpose.

We will not otherwise share your personal data with third parties without your consent. 

We will never sell your personal data.

We have appropriate physical, electronic, technical, operational and organisational measures in place to ensure that your data is processed, accessed and shared securely and to prevent unauthorised access or disclosure. 

Our website uses HTTPS security, protecting information sent between your browser and the website by encrypting the data in transit. However, you should always ensure that you are using www.livin.co.uk and take appropriate precautions while using online services, including keeping your devices and browsers up to date. We do not accept liability for any loss or damage arising from, or in connection with, your use of this website, including indirect or consequential loss, loss of data, loss of profits or loss of use. Please see your terms and conditions for further information.

We have procedures to deal with any suspected data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

Where we provide or you choose a password to access parts of our website or online services, you are responsible for keeping this password confidential.

We keep your personal data only for as long as we reasonably need it for the purpose it was collected, including to provide services, keep appropriate records, meet legal and regulatory requirements, support safeguarding, respond to complaints or follow-up queries, and protect our legal position. Retention periods may differ depending on the website service used and will be managed in line with Livin’s retention and disposal arrangements. Where we cannot give a fixed period in this notice, we use criteria such as the type of service, the nature of the query, the sensitivity of the information, legal or regulatory requirements, audit requirements and whether the information may be needed to resolve a complaint or dispute.

Cookie preference records, Live Chat transcripts, AI assistant interaction records, online form submissions, account records and payment records will each be kept only for the period needed for the relevant operational, legal, regulatory, audit, security or service improvement purpose. We review retention periods periodically and securely delete or anonymise personal data when it is no longer needed.

Special category data and criminal convictions information will only be collected and used where relevant, lawful and supported by appropriate safeguards. Where we process special category data, we will identify both a lawful basis under Article 6 UK GDPR and a separate condition under Article 9 UK GDPR. Where required, we will also identify a relevant condition in Schedule 1 of the Data Protection Act 2018 and maintain an Appropriate Policy Document setting out our safeguards, retention and erasure arrangements.

Where necessary, we or contractors processing your data on our behalf may transfer or store personal data outside of the UK, for example for digital storage or support services. Where this happens, we will make sure there is a lawful transfer mechanism in place, such as adequacy regulations or appropriate safeguards including standard contractual clauses with the UK addendum, where required. We will also take steps to make sure the transfer is limited to what is necessary and protected by appropriate contractual, technical and organisational safeguards.

Under the law you have a number of data rights. These are the:

• access – you can request a copy of the information we hold about you;
• rectification – you can ask for your information to be corrected, or completed;
• erasure – you can ask us to delete your information;
• objection – you can object to how we use your personal data;
• restriction – you can request limits on how your personal data is used; and
• portability – you can request that we transfer your personal data to another organisation, or to you.

These rights apply in certain circumstances and are subject to some exceptions. In addition, where consent is our lawful basis for processing your data, you have the right to withdraw your consent at any time.

If you want to exercise any of the above rights, please contact us using the details at the top of this privacy notice. When you make a request, we will have one calendar month to respond.

You may have to prove your identity but don’t usually need to pay a fee. A fee may be payable for repeated requests, where permitted by law. If someone is requesting information on your behalf, you will need to provide written confirmation that you consent to us releasing it. 

If you have any concerns about or wish to complain about our use of your personal data, please contact us using the details at the top of this privacy notice.

When you make a complaint, we will acknowledge your complaint within 30 calendar days and provide you with the outcome of your complaint within three calendar months from the date of receipt. If you are dissatisfied with the outcome of your complaint you can ask us for a review. We will complete a review and respond to you within 30 calendar days of receipt.

If you are still unhappy after we have investigated your complaint, you can complain to the ICO by:

Post: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint

Our website uses strictly necessary, functionality and analytics cookies. 

Strictly necessary cookies are needed for the website to work properly, functionality cookies help the website remember your preferences and analytics cookies, which help us understand how our website is used and improve the general online experience.

We do not use marketing or social media cookies.

We provide a tool on our website that allows you to see the individual cookies we use, who provides them, their purpose, duration, category, whether they are first party or third party cookies, and whether consent is required. The tool enables you, where your consent is required, to accept, reject or change your choices.

Strictly necessary cookies do not require user consent and will be automatically applied when you visit our website unless you have blocked all cookies through your browser settings. If you block all cookies, parts of our website may not work or may not be accessible.

When you visit our website for the first time, you will be asked to accept or decline functionality and analytics cookies before those non-essential cookies are used, unless a lawful exemption applies. The cookie banner should give you a clear choice, with accept and reject options presented equally. We will not use pre-ticked boxes for non-essential cookies. Your cookie preferences may be stored for a limited period, after which you may be asked to confirm them again.

You can change or withdraw your cookie consent at any time by using the cookie settings or preference tool on our website. Withdrawing consent will not affect the lawfulness of any processing carried out before consent was withdrawn.

We maintain records of the cookies and similar technologies used on our website and review them periodically. We also keep appropriate records of the cookie consent mechanism and the categories of cookies accepted or rejected so that we can demonstrate compliance and respect your choices.