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Privacy notice

Optivo and the Data Protection Act

Optivo is a Housing Association registered with the Information Commissioners Office as a Data Controller.  Our registration number is ZA255102.

Under the Data Protection Act (DPA) 1998 Optivo has a legal duty to protect any information we collect from you or have about you from other sources.

The DPA has a set a of rules and guidelines we must follow when handling your information.  These are referred to as Data Protection Principles.
 

How we use and store your personal information

This privacy notice tells you what to expect when Optivo collects and stores personal and sensitive personal information.  It applies to information we collect about:
 

Residents, service users and leaseholders or occupants of our homes


During your tenancy we may collect and process information about you and members of your household.

We do this to:
  • Manage your tenancy and the Optivo property it relates to
  • Monitor compliance with the terms of your tenancy or service agreement
  • Deliver support for special needs to you or any member of your household
  • Conduct surveys in order to monitor and improve our services
  • Monitor Equality and Diversity
  • Provide information about our performance and services through newsletters
  • Provide information about additional services we offer, including opportunities to participate in meetings, training and events
Unless we advise you otherwise, we’ll only collect and process personal information to carry out these functions.

How Optivo stores your personal information

Personal information is stored on our computer systems and / or a tenancy file.  

It is held securely and we have security measures in place to protect it.  We record all telephone calls received through our Customer Contact Centre.  Recordings are kept for six months.

Contractors, Suppliers, Partners or Agents


We will collect relevant information from you in accordance with our contracts or information sharing agreements.  This may include names and qualification information relating to your staff.  The purpose is to enable you to provide services to our residents on behalf of Optivo.

Information will be held centrally by our Procurement Team on our computer system and by the relevant team/department.  It is held securely and we have security measures in place to protect it.

Board Members


Throughout your appointment as a Board and/or Committee member we may collect and process personal information about you.  We do this to:
  • Contact you in relation to your role as a Board or Committee Member
  • Deliver tailored training and support
  • Monitor Equality and Diversity (the information provided is anonymised and used only for statistical monitoring purposes which help us make improvements)
 
Information is held centrally by our Governance Team on our computer system and relevant contact information is held by individual teams.  It is held securely and we have security measures in place to protect it.

Staff


We collect personal and sensitive personal information relating to our workforce.  We do this for:
  • Administration purposes (e.g. to operate payroll, pensions etc)
  • Offer any necessary support requirements in your role
  • Compliance with legal or industry standards (e.g. to prove eligibility to work in the UK)
  • Monitor Equality and Diversity (the information provided is anonymised and used only for statistical monitoring purposes which help us make improvements)
Information is held centrally by our HR Team on our computer system.  Individuals and line managers can access certain personal information through MySpace.  Information is held securely and we have security measures in place to protect it.

Further information on why we collect information and how we store it can be found by clicking on the links above.
 

Who might we share your personal information with?

We may need to share personal information with third parties. We do this to achieve the purposes as set out in the links above.  

We also share information:

  • To allow us to tailor our services to you
  • For detecting possible fraud (e.g. as part of the National Fraud Initiative), and
  • To deal with rent arrears (e.g. tracing and/or debt collection agencies)
  • To deal with unpaid bills, e.g. utility or council tax bills - we may need to pass on your forwarding address
  • To help us communicate with you (e.g. we sometimes use external printers, translators etc)
  • To assist the Police in solving crime and investigating anti-social behaviour.

As part of the government's reform of welfare benefits, they've introduced new regulations on information sharing.  This means we can now share limited information about our residents and their properties with local authorities.  For example name, address, age and number of bedrooms per property.  

The new regulations will help us identify and support those who may be affected by welfare reform. 
We may also disclose your personal details, if required to do so, by law or any Government body.

Optivo contracts external companies to manage certain areas of our business, to fulfil our obligations as a landlord. 

We share limited personal information of our residents with external contractors.  Such as name, address and telephone number.  

Examples include:

  • Repairs and maintenance contractors
  • Out of hours call centre service
  • Health and safety and compliance checks (e.g. gas servicing, lifts, asbestos, legionella).


We’ll only share the minimum information necessary for the contractor to carry out their services on behalf of Optivo.  If you have any concerns about a company operating on behalf of Optivo, or information that’s been shared with an external company, please contact us using the details below.

We’ll never sell personal information to a third party.
 

How long do you keep information?


We have a document retention schedule which sets out how long we keep different types of information for. We follow legal requirements and best practice.

Please contact us if you’d like a copy of the schedule.
 

Fraud detection

We may use data disclosed to us for the purpose of preventing and detecting fraud. 

Any personal data disclosed may be used for the purpose of preventing and detecting fraud.  This includes information provided on the Optivo website, on the MyAccount area, or in any other way provided to us online or not.

The data collected may be used for the purpose of data matching and for further investigations.  This involves comparing the data we hold on you with that held by third parties solely for the purpose of detecting and preventing fraud.  We might also use your data to further investigate fraud that we think might have been committed. 

This involves checking with various third parties, such as the Land Registry, banks, schools and utility companies.  

 

Access to personal Information

You’ve a legal right to see the personal information we hold on you. This is called a Subject Access Request.
There is a charge of £10 for responding to a Subject Access Request. We will also ask you for two forms of identification. By law we have a maximum of 40 days to deliver the information from when we receive the fee.


We’ve a Subject Access Request form which provides further information and will help you to submit your request.


If you’re unable to access the form please email us or phone us on 0800 121 60 60.

Your right to certain information may be restricted. For example, information relating to a third person or information relating to a police investigation.

Visitors to our website

We collect the following  information from visitors to our website and MyAccount:

  1. Details collected through forms, including web chat, filled in when you contact us online 
  2. Surveys and polls about the website
  3. Site usage information from session cookies and log files.
 

Site usage information

You can read more about how we use cookies and log files . 
 

Links to other websites

This privacy notice doesn’t cover links within our website to other websites.  We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We keep our privacy notice under regular review.  We’ll update if we undertake any new or amended processing. This privacy notice was last updated on 22 May 2017.


Subsidiary organisations

Optivo has subsidiary organisations who are also registered as Data Controllers with the Information Commissioners Office.  To view a full list expand the appropriate blue boxes below:

Subsidiary Companies

 
  • Fresh Visions People Limited
  • AmicusHorizon Group Financing Limited
  • SLD Architects Surveyors
  • Shared Horizons
  • Amicus Group Ltd
  • Julia Spicer
  • Eason Grauz
  • Avenue Lettings and Management Limited
  • Neighbourhood Homes
  • INK Development
  • Lamborn Estates
  • AH Finance Plc
  • Viridian Facilities Management Limited
  • Viridian Property Investments Limited
  • Viridian Development Services Limited
  • Viridian Commercial Enterprises Limited
  • Optivo Homes Limited (previously Viridian Development Homes Limited)
  • Viridian Homes for All Limited
  • Optivo Limited (previously Viridian Homes Limited)
  • Horn Lane Developments Limited

Community Benefit Society

 
  • ​CPHA Housing Association

Further Information

This privacy notice does not provide detail on all aspects of Optivo’s collection and use of personal information.  We’re happy to provide any further information or explanation needed.  

Please contact us using the information below.
 

How to contact us

If you want to get in touch you can do so online or on the phone - click here to find out how you can contact us.

Write to us at our Head Office address:

Data Protection Officer
Optivo
Grosvenor House 
125 High Street
Croydon
Surrey
CR0 9XP

 

Complaints

Optivo tries to meet the highest standards when collecting and using personal information. We take any complaints we receive seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading, inaccurate or inappropriate.

If you remain unhappy with our response you’ve the right to complain to the Information Commissioners Office by writing to:


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