Privacy and Cookies

Your information will be shared with our own staff and with our subcontractors, to the extent that is necessary for the staff member or subcontractor to provide you with the service you require or for closely related purposes. These will include:

• To manage your tenancy, assess your compliance with your tenancy agreement and manage and maintain your Livin property
• To contact you about a submission you have made to the website or a query you have raised through the app
• To analyse and improve our services
• For internal record keeping
• For other legitimate business purposes
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address you have provided
• From time to time, we may also use your information to contact you for market research purposes e.g. to obtain feedback about the service you have received

You may opt out of receiving marketing and other information, such as surveys from us or our partners, at any time by contacting us.

We do not use automated decision-making processes.

We will keep your information for as long as necessary to provide the relevant service and in accordance with our retention and disposal guidelines. We normally retain data for seven years after the end of a tenancy and will retain some basic information (including name and length of tenancy) indefinitely.

Under data protection law you have a right of access to personal data held on you. This is sometimes called a subject access request. There are certain exceptions to this right. In particular, we may not be required to give you access to personal information which is about another individual or which has been provided by a third-party, without their consent.

If you want to see the information we hold on you, or you wish to request a copy, please contact the Customer Service team on contactus@livin.co.uk. We may ask you for proof of identity, and a fee may be payable in respect of repeated requests. If someone is requesting this information on your behalf, you will need to provide written confirmation to evidence your consent for us to release this.

If you find information that is wrong, you should contact us and we may correct it or put a note on the file.

Further information on your rights under data protection legislation is available from www.ico.org.uk. In particular, under the GDPR up have the right to contact us to:

• Ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
• Ask us to erase your personal information in certain circumstances
• Ask us to restrict the processing of your information in certain circumstances
• Object to the processing of your personal information in certain circumstances
• Ask that we transfer the information you give us to another organisation, or to you, in certain circumstances

If you wish to make a request, you can email contactus@livin.co.uk putting the subject of your email as “Data Protection Query: FAO Data Protection Officer”. Alternatively, you can contact us through our normal communication channels, including by post at Farrell House, Arlington Way, DurhamGate, Spennymoor DL16 6NL.

You also have the right to complain to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

The helpline number for the Information Commissioner’s Office is 0303 123 1113.

Livin Housing Limited is registered with the Information Commissioner’s Office as a data controller. Further information can be obtained through our contact us channels.

For marketing purposes, we may hold your name, address, email address, and telephone number, as well as any other information you have provided us about the types of products and services that you are interested in. If you apply to receive services or purchase goods, we will collect further personal details to allow us to prepare to enter into a contract with you.

This data is collected from you when you contact us to request information about our products and services, in order to provide you with that information. We also provide you with information about other products and services that we consider may be relevant to you. You may opt out of receiving this information at any time.

We do not sell or share your personal data with third parties, except where it is necessary to share information with our suppliers in order to deliver the services you have requested. We normally retain your data until you request to opt out of receiving data, and if you have opted out, then we will retain sufficient data to ensure that we do not contact you again.

Under the GDPR you have the right to:

request access to, deletion of or correction of, their personal data;
request their personal data be transferred to another person; and
complain to a supervisory authority.
You may exercise these rights by emailing contactus@livin.co.uk, titling your email “Request to exercise Data Protection Rights”.

In accordance with applicable data protection legislation, Livin (Livin Housing Limited and our subsidiary Livin Developments Limited) is committed to protecting your rights and privacy when you use our services. Livin Housing Limited is registered as a data controller with the Information Commissioner’s Office.

This privacy notice is relevant to users of Livin’s services. Those applying for employment with Livin should refer to the privacy notice on the Careers at Livin page. We also have a separate privacy notice for those in receipt of marketing information and for suppliers. 

We process personal data:

• In order to provide our services and to fulfil contracts with our tenants and customers, including tenancy management and housing support, employability support, and sale of properties.
• In order to fulfil legal obligations placed on us, such as collecting information about disabilities to allow us to adapt our properties in order to comply with the Equality Act 2010, and for the prevention and detection of fraud.
• In order to fulfil the public duty of administering local housing allocations, placed on us by Durham County Council.
• In pursuit of our legitimate interests as a provider of social housing, for example, obtaining customer feedback to help us improve our services, and promoting community cohesion.

We also process some personal data, particularly that used to monitor equal opportunities matters, solely on the basis of each individual’s consent to provide that information. Where processing is based on consent alone, this consent can be withdrawn by the individual at any time.

We will hold information about you which you have provided to us such as

• Name and postal address
• Contact information including email address
• Other personal and household information relevant to the service that we provide you with. For tenants, this would include information about rent payments, repairs, and complaints, household composition, adaptation requirements, and employment status. For participants in our employability programme, this would include information about employment history and aspirations.
• Other information relevant to customer surveys and/or offers
• Communications with you, which may include copies of emails and letters and recordings of telephone calls

We may also hold sensitive personal information relating to your health, special needs or alleged or actual criminal offences, if relevant. If you have provided it, we will hold information about your ethnicity, sexuality, religion, and marital status.

We may share your personal information with other agencies or organisations where appropriate, such as but not limited to: subcontractors, government agencies and departments, police, local authorities, social services, managing agents, contractors (including our market research contractor), utility companies, commissioners, tracing agents and debt collection companies, credit reference agencies and with other bodies for the prevention and detection of fraud. We may also receive personal information about you from local authorities, benefits authorities and government bodies. We receive information about applicants for housing from Durham Key Options.

When we share information, we do our best to ensure it is kept secure and used properly. We will not transfer or store your personal information outside of the European Economic Area (EEA) unless:

• The country that we send the information to is approved by the Information Commissioner’s Office as providing an adequate level of protection for personal information; or
• The recipient has agreed with us standard contractual clauses approved by the Information Commissioner’s Office, obliging the recipient to safeguard the personal information; or
• Another situation exists where the transfer is permitted under applicable data protection legislation

We do not share your personal information with third parties without your consent, unless it is for a legitimate business reason, as required by law or other legal processes, or with a secure contractor who carries out data processing operations on our behalf. We never sell your personal information.

Your information will be shared with our own staff and with our subcontractors, to the extent that is necessary for the staff member or subcontractor to provide you with the service you require or for other closely related purposes. These will include:

• To manage your tenancy, assess your compliance with your tenancy agreement and manage and maintain your Livin property
• To contact you about a submission you have made to the website
• To analyse and improve our services
• For internal record keeping
• For other legitimate business purposes
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address you have provided
• From time to time, we may also use your information to contact you for market research purposes, e.g. to obtain feedback about the service you have received.

You may opt out of receiving marketing and other information, such as surveys from us or our partners, at any time by contacting us.

We do not use automated decision-making processes.

We will keep your information for as long as necessary to provide the relevant service and in accordance with our retention and disposal guidelines. We normally retain data for seven years after the end of a tenancy or service and will retain some basic information (including name and length of tenancy) indefinitely.

Under data protection law you have a right of access to personal data held on you. This is sometimes called a subject access request. There are certain exceptions to this right. In particular, we may not be required to give you access to personal information which is about another individual or which has been provided by a third party, without their consent.

If you want to see the information we hold on you or wish to request a copy, please contact the customer service centre on contactus@Livin.co.uk. We may ask you for proof of identity, and a fee may be payable in respect of repeated requests. If someone is requesting this information on your behalf, you will need to provide written confirmation to evidence your consent for us to release this.

If you find information that is wrong, you should tell us and we may correct it or put a note on the file.

Under data protection law, you have rights including:

• Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
• Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.
• Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances.
• Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.
• Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

If you wish to make a request, you can email contactus@Livin.co.uk putting the subject of your email as “Data Protection Query: FAO Data Protection Officer”. Alternatively you can contact us through our normal communication channels, including by post at Farrell House, Arlington Way, DurhamGate, Spennymoor DL16 6NL.

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

If you have any questions about how your data is used, you can email contactus@livin.co.uk putting the subject of your email as “Data Protection Query: FAO Data Protection Officer”. Alternatively you can contact us through our normal communication channels, including by post at Farrell House, Arlington Way, DurhamGate, Spennymoor DL16 6NL.

In accordance with applicable data protection legislation, Livin Housing Limited (Livin) is committed to protecting your rights and privacy when you use our services. Livin is registered as a data controller with the Information Commissioner’s Office. This privacy notice applies to garage lettings and licences only and not to any other services that you may receive from Livin.

In the context of garage lettings and licences, we process personal data:

• In order to provide our services and to fulfil contracts and licences with our tenants and customers.
• In pursuit of our legitimate interests as a provider of social housing, for example, obtaining customer feedback to help us improve our services, and promoting community cohesion.
• To ensure compliance with our duties under the Equality Act 2010.

We will hold information about you which you have provided to us such as:

• Name and postal address.
• Contact information including email address.
• Other personal and household information relevant to the service that we provide you with. For garage licence holders, this would include information about rent payments, repairs, and complaints.
• Other information relevant to customer surveys and/or offers.
• Communications with you, which may include copies of emails and letters and recordings of telephone calls.

We may also hold sensitive personal information relating to your health, special needs or alleged or actual criminal offences, if relevant.  If you have provided it, we will hold information about your age, gender, gender identity, sexual orientation, ethnicity, preferred language, and religion.

We may share your personal information with other agencies or organisations where appropriate, such as but not limited to: subcontractors, managing agents, contractors (including our market research contractor), utility companies, commissioners, tracing agents and debt collection companies, police, local authorities, government agencies and departments, credit reference agencies and with other bodies for the prevention and detection of fraud.

When we share information, we do our best to ensure it is kept secure and used properly. We will not transfer your personal information outside the European Union, unless we are using a data processor that has provided us with assurance that processing will be carried out in line with legal requirements.

We do not share your personal information with third parties without your consent, unless it is for a legitimate business reason, as required by law or other legal processes, or with a secure contractor who carries out data processing operations on our behalf. We never sell your personal information.

Your information will be shared with our own staff and with our subcontractors, to the extent that is necessary for the staff member or subcontractor to provide you with the service you require or for other closely related purposes. These will include:

• To manage your tenancy, assess your compliance with your licence agreement and manage and maintain your Livin property
• To contact you about a submission you have made to the website
• To analyse and improve our services
• For internal record keeping
• For other legitimate business purposes
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address you have provided
• From time to time, we may also use your information to contact you for market research purposes, e.g. to obtain feedback about the service you have received.

You may opt out of receiving marketing and other information, such as surveys from us or our partners, at any time by contacting us.

We do not use automated decision-making processes.

We will keep your information for as long as necessary to provide the relevant service and in accordance with our retention and disposal guidelines. We normally retain data for seven years after the end of a tenancy, licence or service and will retain some basic information (including name and length of tenancy) indefinitely.

Livin’s main privacy notice, available at www.livin.co.uk/privacy-and-cookies, sets out your rights in relation to your personal data, and provides further information on how to make complaints.

If you have any questions about how your data is used, you can email contactus@livin.co.uk putting the subject of your email as “Data Protection Query: FAO Data Protection Officer”. Alternatively, you can contact us through our normal communication channels, including by post at Farrell House, Arlington Way, Durham Gate, Spennymoor DL16 6NL.

Like many websites, we use cookies to make the site work as you expect it to and to give you a better and more personalised online experience.

Cookies are small text files that are placed on your browser by websites that you visit. They can do different things, like letting you navigate between pages efficiently, remembering your preferences, and generally improving your user experience. Some of the information stored is put there by other companies whose software we have added to the site, and this can also impact your experience of other websites you may visit after leaving ours.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website.

If you want to learn more about the general uses of cookies, including how to stop them being stored by your computer, please visit Cookiepedia - all about cookies.

These cookies are necessary for the website to function. They are usually only set in response to actions made by you which amount to a request for services, such as logging in or filling in forms.

You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

These cookies enable the website to provide enhanced functionality and personalisation. They are used to recognise you as an individual user of our website as you move around our site. They may be set by us or by third party providers whose services we have added to our pages.

If you do not allow these cookies then some or all of these services may not function properly.

Persistent cookies - these cookies remain on a user's device for the period specified in the cookie. They are activated each time that the user visits the website that created that particular cookie. The remain of these cookies can range between a number of days, a number of months, or can be dropped on the device permanently.

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Local Storage is similar in purpose to Cookies and introduced in more recent browsers. Data that previously would have been stored in a cookie (a text file on the user’s computer) is instead stored in the browser, which is more secure and better optimised for modern web applications.