Cloud Search Menu Plus Minus

Privacy policy

Trent & Dove Housing Limited is an exempt charity and a registered society registered under the Co-operative & Community Benefit Societies Act 2014 Soc. No. 30668R, HCA Reg. L4311.

 ‘We’, or ‘our’ refers to Trent & Dove Housing Limited and ‘our website’, ‘site’ or ‘the website’ refers to Trent & Dove Housing Limited’s website and sub-sites.

What this Privacy Statement covers, and who you can contact for more information

Trent & Dove Housing, which includes First Housing Limited, generates records from our contracts and contact with you. This Privacy Notice explains our approach to data protection and explains how our organisation collects and uses the personal data you provide us with.

We comply at all times with the requirements of the Data Protection Act 1998 and are registered as Data Controllers with the Information Commissioner’s Office (ICO). Our ICO registration number is Z5498137.

Our Data Protection Officer is Russell Davis and you can contact him via email on for further information.

  • 1. How we collect Personal Data

    We collect personal data in a variety of ways including via:

    • this website (see Information we collect via this website and Cookies);
    • on various forms we may ask you to complete to gather the data we need to deliver services to you,
    • via tenancy agreements,
    • contracts; and
    • as a result of our on going contact with you.
    • CCTV images, which we may process for purposes of resident safety and security and for the prevention and detection of crime.
    • recording calls to our customer helpline - all calls to and from our 01283 528 528 phone number are recorded.

    When you apply to become a Trent & Dove customer we request and hold on file any references necessary to assess your application for housing, including (but not limited to) references from other housing providers/private landlords, your mortgage lender (if you own/have owned your own home), the Police, the Probation Service, support workers, social workers, mental health workers and credit reference agencies.

    If you provide us with personal data relating to a member of your family or your friends or associates we will assume that you do so with their knowledge and their consent to us collecting and processing this information.

    It is important that you notify us as soon as possible if there are any changes to your personal data so we can keep our records up to date.

  • 2. Who the personal data relates to

    We collect personal data about:

    1. Our customers - this includes current, former and potential customers who live in our properties or access our support and other services, and could also include details about their family, friends and people associated with them if a customer has provided this information to us.
    2. Colleagues - This includes current, former and potential colleagues, as well as Board and Committee members, apprentices and volunteers.
    3. Anyone who makes a complaint or enquiry;
    4. Visitors to our website and offices


  • 3. How we use our records

    We will collect, process, share and securely store personal information in compliance with the Data Protection Act 1998. All information will be retained in accordance with the statutory requirements set out in our data retention schedule.

    We keep these records to allow us to:

    • Make housing allocations;
    • Manage tenancies;
    • Receive rent and service charges;
    • Ensure bills and benefits are accurate and paid accordingly;
    • Provide a repairs and maintenance service;
    • Provide home ownership products;
    • Offer help with debts and benefits;
    • Provide Support services which help customers achieve their goals;
    • Prevent & detect crime and resolve disputes;
    • Promote safety and the quiet enjoyment of our neighbourhoods & communities;
    • Engage with customers and make improvements to our products and services;
    • Promote equal opportunities and fair treatment for all colleagues and customers;
    • Provide recruitment, employment and training advice and opportunities;
    • Manage employment and colleague development;
    • Work with partners to deliver mutual success;
    • Provide information (e.g. about products and services) you request from us.
  • 4. Sensitive Personal Data

    Under the Data Protection Act 1998 certain personal information is classified as “sensitive”. Sensitive data is information relating to:

    • physical or mental health;
    • sex life;
    • religious or philosophical beliefs;
    • political opinions;
    • membership of a Trade Union;
    • allegations of criminal offences; and
    • criminal convictions and offences.

    We minimise our holding and use of sensitive categories of personal information but, given the services we provide, there are times when we use it - for example when providing accommodation for disabled persons or those with problems around substance abuse, when resolving neighbourhood disputes involving alleged criminal activity or when helping someone to access care services.

    When we collect specific sensitive data we will notify you of how we will use it, including who it may be shared with.

  • 5. Job Applicants and our current and former colleagues

    Personal information about unsuccessful job applicants will be held for 12 months after the recruitment exercise has been completed. It will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

    Once a person has taken up employment with Trent & Dove, we will compile a file relating to their employment. The information contained in this file will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Trent & Dove has ended, we will retain the file in accordance with the statutory requirements set out in our retention schedule and then delete it.

  • 6. Complaints or Enquiries

    We try to meet the highest standards in all areas of our business and we take all complaints we receive seriously. We welcome any suggestions for improving our procedures. If you do make a complaint or enquiry we may collect and store personal information in order to address this complaint or enquiry. We will keep it secure and use it only for the purpose it was collected. When the matter is resolved or completed, we will retain the details in accordance with the statutory timescales set out in our data retention schedule.

  • 7. Information we collect via our website

    We collect and store personal information for a number of reasons – see section 3 above – including to help us provide better services and products to customers and potential customers.

    The information we collect via this website fits into two categories:

    1. Personal information entered into online forms by visitors to this website;
    2. Anonymous statistical information collected by cookies. See ‘cookies’ page for more information.
    3. If you request a brochure, call back or information from us via an email, online form or register your interest in a service we will use your information to fulfil that request.
  • 8. CCTV

    Some of our properties have CCTV in public areas to prevent, detect and deter crime and anti-social behaviour and to promote public safety by helping to identify and prosecute criminal offenders. You can ask for a copy of any CCTV images taken of yourself by making a subject access request. See section 10 below ‘Accessing your Information’.

  • 9. Sharing your Information

    Your personal information will be kept secure and confidential. Usually we will not disclose personal data without your consent but we may share information between Trent & Dove companies, with contractors or third parties and other agencies we work with, including Local Authorities, Social Services, Police, other social landlords and other agencies if it is in the public interest to do so or as required by law.

    In particular, please be aware:

    • Current or forwarding addresses may be shared with utility companies and Council Tax offices in line with legislation to ensure billing details are correct and any statutory monies owned can be collected.
    • If you default on any tenancy/licence conditions, information about you that we hold may be provided to authorised debt recovery agencies, to enable them to recover monies owed to us.  This may affect future applications for tenancies, credit and insurance.
    • Trent & Dove will only refer a customer for debt or welfare benefit advice with their consent. Anyone who is referred to the CAB Advisor who works with Trent & Dove customers, the Advisor as part of Citizens Advice procedures will obtain from the customer authority to disclose information to any third party – local authority, creditor etc.
    • Towards the end of the financial year new rent figures are set for the forthcoming financial year. Of those customers who have a housing benefit claim and have requested direct payments to Trent & Dove, we will advise the local authority of the new weekly rent figure in respect of the tenancy – name of customer and address.
    • If any 3rd party request information regarding a customer e.g. Housing Options Team, Letting Agency, information will only be disclosed upon receipt of written authority from the tenant.
    • We do not transfer any personal data belong to customers, colleagues or third-parties abroad nor do we enter into any contracts with third parties who store personal data belonging to customers, colleagues or third-parties outside the UK.
  • 10. Accessing your Information

    Please contact us using your preferred contact method if you would like copies of specific information from your files, and we will try to provide it as quickly as possible. 

    If you require a substantial amount of your personal information, there is a formal process for this, under the Data Protection Act 1998, known as a Subject Access Request (SAR). 

    What you need to know about making a Subject Access Request: 

    You can write to us or email us with your request, which you can post or email back to us or complete the enquiries form on the web site. Please write to Trent & Dove Housing, Trinity Square, Horninglow Street, Burton-on-Trent, DE14 1BL.

    We may require proof of your identity and address – we will let you know this when we receive your request.  There is more information on this on the SAR Form (link above.)

    We do not charge for a first request, but do make a nominal charge of £10 towards our administration costs for subsequent requests.

    When we receive your valid request – with proof of id/address if required- we will respond and provide your information within 40 calendar days at the latest.

    You can request to see any of the information that we may hold about you, including CCTV images, but the more specific you can be about what you require, the quicker we can respond to your request.

    If you are requesting CCTV footage of yourself, please specify the time, date and location of the footage, and supply a clear photograph so that we can find you on the footage.

    Please be aware that we may need to edit some information out, if it relates to other people, as we must protect the privacy rights of all individuals. If you have any queries about accessing your information please contact us be completing the enquiries form in the contact us section of this web site

  • 11. Security of Information

    For further information on how we maintain the security of your information, please see our 'Data Protection Policy' which can be requested via email from our Data Protection Officer -

  • 12. Changes to our Privacy Notice

    This Privacy Notice will be updated to reflect changes either to the way in which we operate or changes to the data protection legislation. To make sure that you keep up to date with our policy and approach to using and processing your personal data, we suggest that you revisit this notice from time to time.

  • 13. Links to other websites

    If you follow a link to any other external site, we recommend that you check the privacy notice of that site before giving any personal details.

  • 14. Contacting Us

    We welcome any queries you may have regarding this Privacy Notice, or any information we hold about you. Please contact our Data Protection Officer, Trent & Dove Housing on



Give feedback
  • Text size
  • Choose language
  • Close