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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:


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:


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