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We are committed to being proactive in understanding and supporting the diverse individual needs of all our tenants and to helping unlock barriers to ensure fairness.
To help us better understand and meet the diverse needs of our tenants we want to update the information we have about you and anyone living in your home. We will be sending you a form, either as a link via email or in the post - there will be two parts to the form:
Part 1
As part of your tenancy agreement you are expected to keep us informed of who is living in your home. Additionally, so that we can deliver our services to you we need to know your up-to-date contact details. The first part of the form will ask you to confirm this information. It is important that you provide this information, and let us know in the future if anything changes.
Part 2
To support us in delivering our services to you we are also asking you to share some additional personal information, including about your ethnicity, your use of English, and any disabilities or long-term medical conditions you may have.
This additional information will help us in delivering our services to you as an individual and to your family. For example, we ask about disabilities and medical conditions so that we can work with you to see if there are any changes we can make to how we deliver our services to you.
We will also use some of the information to help us understand the impact of our services and to enable us to improve them and make informed decisions that benefit everyone. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
We know that you may have questions about this and we have included answers to some of these below. If you don’t find the answer to your question you can contact us by using the webchat facility on this website, emailing us at contact@redkitehousing.org.uk or calling us on 01494 476100.
For more information on how we collect and use your data see our privacy notice.
FAQs
It is a condition of your tenancy that you must keep us informed about who is living in your home. Knowing who is living in our homes supports us in delivering our services to you, including providing you with advice if your home is the wrong size for you and your family.
We know that people’s circumstances change over time and that you may not always remember to let us know about changes. This includes contact details such as phone numbers and email addresses. By asking you to confirm your up-to-date information we can ensure we can always contact you when we need to.
Our aim is to provide the best possible service to all our tenants, but we know that not all our tenants are the same - so the more information we have about you and your circumstances, the better we can tailor our services to your needs. For example, this might mean:
- Making adaptations to your home to make things easier for you
- Prioritising certain repairs if you have a particular vulnerability or health condition
- Providing information in a different format or another language
- Working with a support worker if you would like us to
- Taking your circumstances into account when scheduling appointments.
We will also use some of the information to help us understand levels of access to and satisfaction with our services. This is important to us as we want to deliver the best services possible - it is also an expectation of our regulator, the Regulator of Social Housing, and is one of the requirements of the Consumer Standards which we have to comply with.
The Consumer Standards require us to understand the diverse needs of our tenants, including those arising from what are known as 'protected characteristics', language barriers, and additional support needs, in order to assess whether our services deliver fair and equitable outcomes for all our tenants.
When we use the information you provide us with in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
You are required to confirm who is living in your home and your contact details – but you don’t have to share any of the personal information we ask for in Part 2 of the form. However, if you choose not to share this information with us it may mean that we are not always able to deliver our services in a way that is best for you.
Sharing this additional personal information with us is entirely optional - if you don't want to share the information please skip the question, or select the ‘Prefer not to say’ option. Where we ask you if you are happy for us to share the information you have provided you will always have the option to say no – and if you say yes, you can change your mind at any time, just contact us and let us know.
We will update our records with the information you provide to us.
If you have said that you would like one of our team to contact you to discuss any changes we can make to the way we deliver our services, our team will call you to discuss this.
If you have told us that you are happy for us to contact another organisation that supports you then we will do this where necessary.
If you have told us that you would like us to speak to someone else who supports you with tenancy matters, our team will call you to ask for their details, and to set up an Authority To Act.
We will also use some of the information to help us understand the impact of our services and to enable us to improve them and make informed decisions that benefit everyone. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
Your contact details will be shared with our contractors when they need to carry out works at your home, to help them arrange appointments.
If you share your personal information with us we will share this with our contractors where appropriate to enable them to change the way in which they deliver services to you on our behalf in order to suit your needs.
We will share information with another organisation or person if you give us consent to – for example if you ask us to work with another organisation or person to support you in your tenancy.
There may be occasions when we will share your information without your consent – we will do this where we are legally required to, for example:
- In response to a request from the police (although these will be assessed)
- To assist in the investigation of fraud
- If there is a safeguarding concern.
You can find out more about this in our privacy notice.
We would like to stress that under no circumstances will we ever sell or pass on your information to businesses or organisations so they can get in touch with you directly either by phone, email, or in writing in order to sell you their products or services.
If you want more information about data protection the Information Commissioner's Office (ICO) has a range of guides and leaflets. You can also contact them if you think we are not complying with our data protection obligations.
Yes: you can contact us at any time and tell us that you do not want us to share your information, and we will update our records accordingly.
There may be occasions when we will share your information without your consent – we will do this where we are legally required to, for example:
- In response to a request from the police (although these will be assessed)
- To assist in the investigation of fraud
- If there is a safeguarding concern.
Yes: if you require this form in print (standard or large), in another language, or in braille, please contact us and we will arrange this for you.
If you choose not to share your personal information with us on part 2 of the form you will not be penalised, but it is important that you complete part 1 of the form.
Yes, if you provide us with your personal information (excluding some key information required as part of your tenancy and legal contract with us) you have the right to ask for this to be deleted. You simply have to contact us and ask us to do this.
We ask for your ethnicity as part of our commitment to fostering an inclusive and equitable community.
We will use this information to help us understand levels of access to and satisfaction with our services, in order to assess whether we are delivering fair and equitable outcomes for all our tenants. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
If you give us this information, we can take it into consideration when delivering services. For example, certain health conditions might mean we arrange for certain repairs to be completed quicker; or if you have mobility issues, we can ask contractors to ensure they give extra time for you to answer the door.
If you have said that you would like one of our team to contact you to discuss any changes we can make to the way we deliver our services, our team will call you to discuss this.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
Although we will usually communicate with you using your preferred way(s), there will still be times when we send you a letter through the post. This is because there are certain things - for example, notice of a change to the rent that you pay - that we are required by law to post to you.
If you want any information about how we use your data, email us at dataprotection@redkitehousing.org.uk