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Customer services privacy notice

1 Council Contact Details

1.1 North Northants Council

Registered Office:
Sheerness House
41 Meadow Road
Kettering
NN16 8TL

Tel: 0300 126 3000

1.2 [email protected]

2 Information that we hold

2.1 We collect and process the following categories of information:

  • Names and addresses
  • Contact details such as telephone numbers and email addresses
  • Records of correspondence and contact
  • Relevant information to enable us to deal with your enquiry, including any of the following categories of data, some of which may be special category data:
  1. criminal convictions or proceedings
  2. medical history or health data
  3. gender / race / ethnic origin
  4. current situation, lifestyle and circumstance
  5. financial information including economic status, income and expenditure details (for example the benefits received)
  6. identification documents
  7. visual images, appearance and behaviour
  8. trade union membership
  9. sex life or sexual orientation
  10. political affiliation or opinions
  11. religious or other beliefs
  12. family details
  13. employment and/or education details
  14. Identifiers, such as account numbers, NHS number

3 How the information is obtained

3.1 Most of your personal information we process is provided to us directly by you via email, written correspondence, telephone, webchat, online forms or face to face with our staff. We may also collect and process information about you which has been provided by a third party, eg. your landlord, an agent or representative, a professional working on your behalf such as a healthcare organisation or education provider.

3.2 There are a number of reasons why we need to collect and use your personal information. Generally, we collect and use personal information where:

  • it is necessary to meet our legal obligations
  • you have requested a service from us which the council delivers as a task in the public interest
  • you have entered into a contract with us
  • you, or your legal representative, have given us your consent

The Council relies on the following lawful basis when processing any special category data:

  • for the provision of health or social care
  • for reasons of substantial public interest

4 What we do with the information

4.1 We use the information that you have given us to:

  • Process requests for services provided by the council, to enable the delivery of services and support for customers and other service users
  • Respond to reports of issues
  • Deal with complaints or queries
  • Signpost to other relevant services or providers
  • Provide information regarding council services
  • Deal with queries relating to accounts or contracts held with the council
  • Process financial transactions or payments
  • Manage and monitor Services
  • Make decisions

4.2 Your personal information will only be processed for the purpose it was provided. However, we may share this information with the following parties where the law allows or requires it:

  • Commissioned service providers to support the delivery of services
  • Other service areas within the council relevant to the purpose of your contact
  • Law enforcement organisations such as the Police, Government Agencies or other Local Authorities with investigative powers
  • Social landlords
  • Northamptonshire Children’s Trust
  • NHS
  • Family members or other associated where lawfully permitted
  • Healthcare, social and welfare organisations
  • Care homes and care providers
  • Ombudsman and other regulatory authorities
  • MPs, Councillors and other elected representatives when acting on your behalf
  • Government agencies or departments such as the Cabinet Office, HMRC, the Department for Work & Pensions, Office for National Statistics, Public Health England
  • Other local authorities
  • Credit reference agencies
  • Disclosure and barring service
  • Software suppliers under contract: The service uses a third party software system, contracts are in place covering all Data Protection requirements. The third party will only have access for support and maintenance purposes.

4.3 North Northamptonshire Council use a Mailbot to assist customers by directing service enquires received via email to the most relevant department or council area. The data processed by this service is: your email address; email content; and potentially location data which may be required to assist in directing enquiries to the correct department.

The Mailbot service is currently hosted on behalf of North Northamptonshire Council by West Northamptonshire Council under contract. 

4.4 Under the Health and Safety at Work, etc, Act 1974, the council owes a duty of care to its employees and has a legal duty to assess, eliminate or control any risks related to a person with whom they may interact or a property they may attend, during the course of their duties.

Additionally, the council owes a duty of care to others who may be affected by its activities. Therefore, information may be shared with third parties where necessary, the law permits and there are appropriate data sharing agreements in place.

Information will be retained in a Staff Alert Register. The information associated with the register will be used to assess the risks associated with a person or property and to record the controls we may need to put into place when we contact or visit you. Access to the register is limited to those who need the information in order to carry out their duties safely.

5 How long we keep your information for and how we securely dispose of it after use

5.1 We keep your personal information for the purpose of customer contact in line with the council’s corporate retention schedule and departmental guidelines. Information which is shared with other teams within the council may have a different retention period.

5.2 We will securely dispose of your information in line with retention periods.

6 How we store your information

6.1 Your information is securely stored within our electronic systems and can only be accessed by employees with the correct level of training and authorisation.

7 Your data protection rights

7.1 The law gives you a number of rights to control what personal information is used by us and how we can use it. Please see section 15 of the council’s Privacy Policy for further information.

7.2 Please be aware that your rights may differ depending on the lawful basis for processing your personal data.

7.3 If you have previously given your consent to the processing of your personal data (for example you have signed up to a mailing list or you have given permission for a representative to act on your behalf) you have the right to withdraw your consent at any time. To do this, please contact the Data Protection Officer using the details below.

8 Who to contact

8.1 If you would like further information about how we use your personal information, or you wish to exercise one of your data rights, or you wish to complain about the use of your personal information please contact the Data Protection Officer.

8.2 If you are still dissatisfied once you have contacted the Data Protection Officer, you have the right to complain to the ICO.

The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

9 Changes to this privacy notice

9.1 Privacy notices are live documents, which will be updated or revised in line with legislation.

Last updated 26 May 2023