Privacy Policy

Transparency

Cross Keys Homes (CKH) aims to be open with customers and will routinely share information relating to performance, policies, procedures, and decision making with customers and other stakeholders as part of our wider objective of being accountable for what we do.

Privacy Policy 

CKH collects information about you as a part of your application for services, employment or when you enter into a contract with us, such as a tenancy agreement or for the provision of care or a LifeLine.

CKH takes your right to privacy and the security of information very seriously. The basis, under which we will collect, store, process (use), and share your information is explained in more detail in our Privacy Notice and the Government has set out legislation, which provides in detail your rights. CKH is required to comply with this legislation. Cross Keys Homes Limited is registered with the Information Commissioners Office (registration number Z8738837) and more information regarding the laws on data protection can be found on the ICO’s website.

Details about how we manage and process personal data are set out in the Privacy Notice below, but in summary:

• We collect personal data relating to you directly from you and occasionally it may be provided to us by third parties with whom you have a separate relationship (for example a local authority or the department of works and pensions).
• We use your data to provide housing, employment and other services to you, to correspond with you and to meet our legal obligations.
• We only provide your personal data to third parties for our limited business purposes, or to which you have requested a referral, or as otherwise permitted or directed to by law. We do not share your data with third-party advertisers.
• We store data for specified periods for our limited business purposes.
• You have certain rights, prescribed by law, in relation to the processing of your data, such as rights to request access, rectification or deletion of your personal data.

You can contact us to enquire about any of the contents of this privacy notice by emailing our Data team at data@crosskeyshomes.co.uk or by writing to the Senior Responsible Person at our head office address: Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ.

Privacy notice 

This Privacy Notice sets out what you can expect to happen when CKH processes personal information. It applies to the information we process for tenants and service users. It also sets out the main legal basis for the processing of personal information.

The personal information we collect about you

When we collect information about you, either in person, on this website or via a referral or written application, it will be made clear to you how that information will be used. The information we collect is to enable us to establish and manage a contract or relationship with you and may include, but is not limited to:

• Names and dates of birth of you and the people in your household
• Contact details for you (phone / mobile / email)
• Racial or ethnic origin
• Contact details of individuals or organisations assigned to support you
• Information relating to health conditions
• Information relating to convictions, proceedings and criminal acts
• Photographs.
• Any reasonable adjustments we may need to make to ensure our services are accessible.

Generally, the information we hold will have been provided by you, however, we may also hold information, which has been provided to us by third parties, such as agencies or authorities dealing with housing, benefits, or support workers. You have a right to access the information we hold on you and if you identify something that is inaccurate, a right to have it corrected.

As well as collecting this information at the beginning of your relationship with CKH, we aim to keep it up to date as your circumstances change. It is important that you contact us if there is a change which might be relevant to how or to which services are provided to you.

How we store your information 

We generally store information on secure computer systems, which are protected by appropriate technical security arrangements to prevent unauthorised access. Our core data is hosted within the EEA. In the event that we, or any third parties who process data on our behalf, transfer data outside of the EEA we will require that transfers will only be made to countries for which the European Commission has made an adequacy provision. We aim to digitise documents wherever possible and destroy paper-based originals. Where it is necessary to hold personal information in a paper format, these will be held in secure office accommodation.

We will only retain personal information about you, so long as is necessary to support a legal basis. You have a right to request the erasure and/or correction of information held about you and can do so by contacting the Data team by emailing data@crosskeyshomes.co.uk or sending your request to Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ.

The basis under which we process your information

Data protection legislation requires a ‘legal basis’ for the processing of personal information. Our main legal basis for processing personal data is where it is necessary for fulfilling the terms of a contract or agreement we have made with you. For example, we may use your data to arrange repairs or maintenance to your home.

We also process personal data where it is necessary to protect the legitimate interests of Cross Keys Homes or a third party — for instance, to collect rent or support utility companies in recovering amounts owed.

In some cases, we are required to process data to comply with a legal obligation or regulatory requirement, or to carry out tasks in the public interest, such as the prevention of fraud or crime. This may include sharing your information with relevant authorities or partners.

Occasionally, we may rely on your consent to process your data, particularly when dealing with special categories of personal data. Where we rely on consent, you have the right to withdraw it at any time.

We may also process your data to protect your vital interests or those of another person — for example, in urgent health and safety situations.

Finally, we may use your data to improve our services, including contacting you for feedback on service performance. In such cases, our legal basis is our legitimate interest in enhancing the services we provide.

How we share your information

There are a number of circumstances which may lead us to share your data, in particular where we have sub-contracted to another organisation for the provision of a service to you. A common example is for the maintenance and repairs works to your home. As a minimum, the data we provide to a sub-contractor will be your name and contact details. Contact details may also be provided to third party agencies for CKH's ongoing, independent assessment of satisfaction with our service delivery. Where this is done, your contact details will be used solely for this purpose.

However, we may also provide information on issues relating to your physical or mental health where this is necessary for the safe and appropriate delivery of service. For services, which do not relate directly to your housing or tenancy we will make clear when you apply for these services if and how your data will be shared with other organisations.

Whenever we provide information about you in this way, we will where possible put in place a data sharing agreement with the service provider, which obligates them to maintain a high level of security over personal data that we share with them, and to only use it for the intended purpose.

We may also share information where it is in the legitimate interests of CKH to do so, for example, in the prevention of fraud or crime against us, or to support the collection of monies owed by you to us or a third party that might otherwise hold CKH liable, for example with utility companies.

The most common example in this case, is with utility companies. We may also provide your data to partner organisations who will contact you on our behalf for independent performance feedback. We do not share data with third party advertisers.

We will also share information with law enforcement and government agencies or public bodies where we are legally required to do so by a statutory body for example; Local Government Finance Acts of 1988 & 1992 and The Council Tax (Administration and Enforcement) Regulations; this may be in relation to matters of suspected crime or fraud including benefit or taxation issues.  CKH takes tenancy-related fraud very seriously and will cross check available data in order to investigate suspected fraud.  CKH may take action against anyone who has presented misleading or inaccurate information in order to gain access to housing. 

Occasionally we may be required to share data with public bodies for statistical purposes.  For further information read the ICO's A guide to the data protection exemptions.

Your rights under Data Protection legislation

Data protection legislation, covered by the General Data Protection Regulation and Data Protection Act (2018) provides the following principal rights for individuals:

1. The right to be informed - this relates to being informed how we will use the data that you have provided.
2. The right of access - you have the right to request part of, or all of, the information that we have on a housing database and document management systems via a subject access request. For all SARs you must provide proof of ID,  in the form of the below:

   ·       photographic ID such as your passport or driving license 

   ·       a utility bill, bank statement, council tax letter, or letter from a government agency

   This must be either emailed to the data team data@crosskeyshomes.co.uk or viewed directly via the Neighbourhood Manager or a member of our team at Customer Central. Customer Central, on Bridge Street in Peterborough, is open from 8.30am until 5.30pm on Monday, Tuesday, Wednesday and Friday, 8.30am until 6pm on Thursday, and 8.30am until 1pm on Saturday. 
3. The right to rectification - if you note that any of the information we hold is incorrect you have the right to request that this is changed.
4. The right to erasure - where CKH no longer has a legitimate reason to hold information about you, you have the right to request that this is deleted.
5. The right to restrict processing - for example where there is a dispute regarding the accuracy of data.
6. The right to data portability - if you leave CKH you may wish for your records to be made available to your new provider this can be arranged by contacting CKH.
7. The right to object - you have the right to object to the use of your data where there is no legal basis for its processing.
8. Rights in relation to automated decision making and profiling - CKH does not use any information to complete automated decision. We may use anonymised data to analyse and shape our services.

Where you have concerns regarding the use of your personal data, you can contact the Senior Responsible Person by emailing data@crosskeyshomes.co.uk or by writing to: Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ. You also have the right to make a complaint with the Information Commissioner’s Office if you believe that your data has been used inappropriately or a decision made about your data has not been satisfactory.

Where a suspected or actual data breach is reported; CKH will investigate this in a timely manner in accordance to the data protection guidance.

For more information on our responsibilities and your rights under the data protection legislation, please visit ICO’s website.

Finding out about the information we hold about you

You can ask to see the personal data we hold about you by making a ‘subject access request’ (SAR).  When you do this we will provide copies of the personal data that we hold about you, such as name, contact details, health information and any other personally identifiable information. It will help us to respond effectively if you provide some detail of the information you require. You will need to provide proof of identity and we will respond to subject access requests within 1 calendar month.

If the information you require relates to a single or specific event, such as a repair or a copy of your tenancy agreement, you can request this information via our Customer First team on 01733 385000 or via email customerfirst@crosskeyhomes.co.uk. 

To make a subject access request, or if you have any questions regarding CKH’s privacy policy, please contact us by emailing  data@crosskeyshomes.co.uk or sending your request to Cross Keys Homes, Shrewsbury Avenue, Peterborough PE2 7BZ.

Visiting our websites

When you visit one of our websites, we collect standard internet log information for statistical purposes.

• We use cookies to collect information in an anonymous way, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. See the bottom of this page for more information on cookies.
• We do not make any attempt to identify visitors to our websites. We do not associate information gathered from our sites with personally identifying information from any source.
• If you provide personal information through an online form or by email, we will explain how it will be used. We’ll only use your contact details and any information you share to respond to your enquiry or comments. This may involve passing your message to the appropriate team within Cross Keys Homes.

Our websites contain links to various third-party websites. We are not responsible for the content or privacy practices of any external websites that are linked from our sites.

Applying to work at Cross Keys Homes

If you submit an application to work for us we will use your personal information to process your application and to produce and monitor recruitment statistics. We will not take up references without your prior permission. We will not share or disclose your information unless you have given us your consent or we are required to by law. Where we are required to carry out a Disclosure and Barring Service check we will comply with the law and your rights when carrying out these checks.

We retain personal information relating to unsuccessful applicants for no longer than 13 months of inactivity, for use in the event of an appeal. We produce statistical information to assist with recruitment analysis.

The recruitment software we use via this website is supplied by Net-Worx (2001) Ltd (trading as networx) and they are defined as a Data Processor under the UK GDPR and DPA.  They will only process your data in accordance with our instructions.

networx can be contacted at: The Engine House, Wharfebank Business Centre, Ilkley Rd, Otley LS21 3JP.  The Data Protection Officer for networx can be contacted at dpo@networxrecruitment.com. 

Your candidate account with networx will be deactivated after 13 months of inactivity.  You can deactivate your account at any time.  At the same time as this, your data will be fully anonymised

You can access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using your secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements. 

Calling Cross Keys Homes

On some of our service lines, eg repairs, LifeLine, complaints and customer first, we record calls. This helps us monitor the quality of our services, keep accurate records of interactions, and support staff training.

How we use your contact details - telephone number and/or email

We use your telephone number and email address to contact you directly about the services we provide. This may include sending you text messages or calling you to share important information, updates, or reminders related to your tenancy or support services.

From time to time, we may also send you relevant promotional or marketing messages that we believe may be of interest or benefit to you. You can opt out of receiving these messages at any time.

Operational SMS/text/email messaging and calls

If you supply us with your telephone/email contact details, we may use them to call or send you operational text/email messages and or information regarding our services.

Examples of operational messages include:

·         Confirming a repair and/or a time and date for a repairs contractor to visit

·         Confirming a home visit

·         Confirming your rent/account payments and/or balance details

·         Sending a reminder about an appointment

·         Asking you to contact a named person.

Resident Competitions 

From time to time, we offer residents the chance to win prizes through competitions which are promoted in our customer magazine and across our digital channels. Route to entry and closing dates for these competitions and details of how to enter are all contained within CKH magazines or digital communications next to the competitions themselves. Entry into any customer competition will be taken as acceptance of CKH's competition terms and conditions.

Competition Terms and Conditions

Use of cookies by this site

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

The tables below explains the cookies we use and why.

First Party Cookies
Cookie	Type	Expiry	Linked Info	Functions
CFID CFTOKEN JSESSIONID	Persist Persist Session	2 hours 2 hours Session end	Username	When a user logs in, maintains Authentication state.
VOPECRA	Persist	Never	Anonymous	Remembers when a user has elected to accept cookies.

 

Cookies used on the CKH website

Third Party Cookies
Cookie	Name	Type	Expiry	Functions
Google Analytics	_utma _utmb _utmc _utmz	Persistent	2 years 30 mins End of session 6 months	These cookies are used to collect information about how visitors use our websites. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. View overview of privacy at Google.
Google Translate	googtrans	Session	End of session	Stores your chosen language (if you decide to change it from English).  This means that you do not have to select your chosen language every time that you load a new page. View overview of privacy at Google.
Google Maps	PREF NID	Persistent	6 months	These cookies are used to remember Google Maps preferences. View overview of privacy at Google.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them at www.allaboutcookies.org.

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.