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Privacy notice for customer service network

What do we use the information for?

We use the information to provide a face-to-face and telephony support service to East Riding residents in helping them apply for or enquire about any council service.  

What information do we hold and use?

We collect and process the information dependant on your enquiry and/or application. Please refer to individual service information for further details.

In general we collect and process the following personal information: 

  • your personal details, which include full name and address
  • telephone number(s)
  • email address. 

On what grounds do we use the information?

We use this information for the purpose for which you provided it, for example:

  • processing a benefit claim
  • to bill and collect council tax and to help with recovery of unpaid council tax
  • to allow the council to be able to communicate and provide services appropriate to your needs
  • where the processing is necessary for the council’s enforcement functions
  • where the processing is necessary for the prevention and/or detection of crime
  • where you have consented to the processing
  • where the processing is necessary to protect individuals from harm or injury
  • where otherwise permitted e.g. disclosure to comply with legal obligations
  • to monitor and improve performance in relation to those services and assist with planning of future service provision. 

The primary leglistlation covering the billing and collection of council tax is the Local Government Finace Act 1992.

The primary leglistlation covering housing benefit is contained in the Social Security Administration Act 1992 (consolidating act) as amended and the Social Security Contributions and benefits Act 1992 (consolidating act) as amended.

The Local Government Act 1992, Section 13A applies to the Council Tax Reduction Scheme (Prescribed requirements) Regulatons 2012.

Processing or personal information is carried out in accordance with 1a, 1c and 1e of Article 6 of the EU GDPR.

How do we collect this information?

The council is improving its services to residents of the East Riding and is implementing a new customer records management system. This system known as Contact 360 allows customers self-serve access to a range of digital transactions via a single account and will automate processes seamlessly with a number of back-office ICT systems. 

The customer service network also use this system accessed through an employee portal.  We also collect information for some services as listed:
  • paper claim forms
  • documents containing evidence and data is scanned 
  • by telephone, in person, post, email, website, web chat
  • through an internal department. 

Who we share your information with?

We share information with the relevant council service(s) and partners relating to your enquiry and/or application. Examples of these are:

  • council tax
  • benefits section
  • housing needs services 
  • education
  • social services
  • roads and transport
  • waste disposal
  • electoral services
  • environmental health
  • planning 
  • tourism
  • libraries
  • public protection
  • leisure and amenities 
  • registration services
  • Northgate – blue badges
  • Citizens Advice Bureau
  • 3rd party housing organisations
  • Ichoosr. 

Contact 360 will provide the council with a single view of the customer and live intelligence to ensure service delivery and information is tailored, personalised, targeted and responsive to individual needs.

This may entail using information such as your name and address  across a number of council services to ensure our records are up to date. If we become aware of services that you are entitled to which may benefit you we may also contact you to make you aware they are available. If we ever want to market to you we will always seek your consent.

Where possible the council will use anonymised or pseudonymised data. This means personal identifiers such as name, address, date of birth, reference number are removed from a data source, the information can then be used for secondary purposes. This type of data can be used in a variety of ways including for planning and profiling, it can also be provided in response to requests made under the Freedom of Information Act 2000 or more widely published as part of a transparency agenda. 

How long do we store it and is it secure?

The council has retention schedules in place to ensure that information is only held for as long as it is needed. 

For information on how long your information will be held visit the retention explained page. 

Details of how we keep your information secure are available on the general privacy information page.

What rights do you have?

The rights that you have depend on the grounds upon which we collected your information. All of the rights you could have are outlined on the data protection rights page. In most cases, people who have been involved with the customer service network will have the following rights:

  • The right of access – You are entitled to see the information that we hold about you and can request a copy by emailing data.protection@eastriding.gcsx.gov.uk 
  • The right to rectification – If you believe any information we hold about you to be incorrect, please get in touch and we will amend the information accordingly.  
  • The right to restrict processing – Should you wish to limit how we use your data please contact us with the reason for your request.

Where can I find out more?

If you want to know more about how the council uses information, your rights or have a concern about the way we are collecting or using your personal data, we request that you raise your concern with us in the first instance.

Contact details are available on the general privacy information page. 

Alternatively, you can contact the Information Commissioner’s Office.