Privacy notice - Warm home check

The Warm Home Check service provides home improvements for energy efficiency and advice on keeping warm and well to the residents of East Sussex. Citizens Advice 1066, in partnership with the other Local Citizens Advice (LCA) in East Sussex (CA Eastbourne, Wealden District CA and Lewes District CA), delivers the Warm Home Check Service under a contract with East Sussex County Council.

Citizens Advice 1066 checks individual eligibility for the Warm Home Check Service, provides advice to clients of the service and arranges for home improvements to take place.

Citizens Advice 1066 is a data controller for the service. Citizens Advice takes data protection seriously. Be assured that your information:

• will be used appropriately in line with data protection legislation
• will be stored securely and will not be processed unless the requirements for fair and lawful processing are met
• will not be processed outside the EU.

How your information is used

Citizens Advice 1066 collects and stores personal data about clients, including your special category data. This enables them to confirm your eligibility for the Warm Home Check service and deliver home improvements and wider advice.

They share anonymised information about clients of the service with East Sussex County Council for the purposes of monitoring and evaluation. They will only share personally identifiable information about clients of the service with East Sussex County Council when necessary. For example, where a client receives a home improvement and reporting is required to an external funder or to investigate a complaint.

We record client information to better understand their needs and provide a better Warm Home Check Service – in particular to:

• maintain service records
• improve services.

When Citizens Advice 1066 records information, they:

• only access it when there is a good reason
• only share what is necessary and relevant
• do not sell it to commercial organisations.

Citizens Advice 1066 also uses information anonymously to understand how different problems are affecting society and to take action to tackle these problems. As this is used for research it is kept separate from a client’s case record.

Where a client has given Citizens Advice 1066 their permission and contact details, it, or in some instances a trusted research partner, may contact the client to ask for feedback on the service they received and their overall experience of Citizens Advice 1066.

The legal basis for processing your information

Citizens Advice 1066 will ask for a client’s agreement to record and store their data for the purposes of providing the Warm Home Check service.

Citizens Advice 1066 records and stores a client’s data because it has a legitimate interest to do so for the purposes of providing them with the Warm Home Check service, wider advice and carrying out training and research.

When the service asks for special category information about a client, for example, information about a health condition, it will ask for the client’s agreement. Citizens Advice 1066 will ask for this information because it is needed to progress the case.

It will also ask for socio-demographic data for clients receiving a Home Visit because the anonymous reporting of this information is a requirement of the contract with the funder of the service (East Sussex County Council). In each case the information will be stored with the identifiable client record so that Citizens Advice 1066 can keep track of the data processing compliance – this is required by Citizens Advice 1066 to help them offer services to clients.

The legal basis for processing special category data is Article 9 of the UK GDPR h) health and social care (with a basis in law) with DPA 2018 Schedule 1 Part 1 Health or Social Care purposes 2 (2).

A client can request that Citizens Advice 1066 remove their information at any point.

Where your information is stored

Citizens Advice 1066 has suitable electronic and managerial procedures in place to safeguard the information provided and prevent unauthorised access.

Citizens Advice 1066 will store the information provided securely in an electronic case management system used jointly by all Citizens Advice and on a secure site shared with service sub-contractors. We are all responsible for keeping the information safe. We will make sure any information is stored securely and only accessed when there is a good reason.

How long your information will be kept for

Citizens Advice keep records for 6 years. They may keep records for 16 years if the advice given could have serious consequences if it was not stored for a longer period.

Sharing your data

Citizens Advice 1066 will only share a client’s information with another party with their agreement. For example, sharing may be required in order to evidence eligibility for external funding such as the Warm Homes Local Grant or Energy Company Obligation (ECO4) or a government or charitable grant. Citizens Advice will only share a client’s information with another party with their agreement, unless required to do so by law or in some very limited situations, for example, to protect a client or someone else from serious harm.

Your rights

You can contact Citizens Advice 1066 and ask us:

• what information we have stored about you and get a copy to keep
• to change or update your information
• to delete your information from our records or withdraw your consent
• to stop using your information.

If you have any questions about how your information is collected or used, you can contact the data protection officer, Tracy Dighton, at:

Citizens Advice 1066
Magnet Centre,1 Christ Church Courtyard
London Road
St. Leonards-On-Sea
TN37 6GL

If you are not happy with how we have used your information, you can contact us at admin@citizensadvice1066.co.uk or call 01424 869352.

You can also contact the Information Commissioner’s Office to raise a concern about how we have used your information. 

Visit: Information Commissioner's Office or call: 0303 123 1113.