Privacy notice

Privacy and data protection statement

This notice applies to information processed by Notting Hill Genesis about housing applicants, residents, tenants, leaseholders and any other customers.

It explains why we may use your personal data and the legal basis (our lawful justification) for using it. It also explains the choices you have about the data we hold about you.

This notice applies to personal data held by Notting Hill Genesis as well as its registered subsidiaries. Notting Hill Genesis is the data controller for the information we collect; our subsidiaries act as data processors or joint controllers as appropriate, and we have agreements in place to ensure your data is protected in line with UK data protection law. Whether that information is collected via our website or through any other contact.

We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates. We may also notify you in other ways from time to time about the processing of your personal information.

[Last updated: June 2025]

Who we are

We’re Notting Hill Genesis, a data controller, one of the UK's leading providers of housing, care and commercial services. Our registered address is:

Bruce Kenrick House,
2 Killick Street,
London,
N1 9FL.

Company Registration Number: RS007746

If you would like to find out more about how we use your personal information, you can contact the Data Protection Officer at dataprotection@nhg.org.uk

More information about Notting Hill Genesis.

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How we collect your information

We collect most of our information directly from you, including when you apply for one of our properties or services, complete one of our forms, when you write, email or meet with us, or respond to a survey. We may also process information that you post on social media about us if it relates to a situation that we need to be aware of and/or take action on. We only collect data that is necessary for the purposes described in this notice.

We also collect information from other third parties, but only where it is relevant to our relationship with you. For example:

• Organisations that we have contracts with to provide services on our behalf (our data processors), for example, maintenance and repairs, customer surveys etc.
• Local authorities (councils), health and social care professionals, previous care providers – for information about your health, care and support needs, and those of your household (including your children)
• Central government departments such as Her Majesty's Revenue and Customs (HMRC)- for taxation and/or fraud prevention, Home Office, local authorities – for information about your immigration status, or the Department of Work and Pensions (DWP) – for information about your benefits.
• Former landlords for your rental history and references e.g., rent arrears, evictions etc.
• Credit reference agencies – for credit checks and information about your financial status/history when you apply for any Notting Hill Genesis property, for debt recovery purposes, and fraud investigations/data matching checks. For commercial tenants, we may carry out ongoing risk assessments on commercial viability using credit reference data
• Police forces and other public bodies such as fraud departments, enforcement authorities – e.g., crime prevention, fraud prevention etc.
• Other residents – if we receive information in relation to complaints about behaviour- e.g., noise nuisance, anti-social behaviour (ASB), safeguarding concerns etc.
• Relevant utility providers – where your heat/energy bills are included in your rent/service charge, we receive information about your energy usage
• Managing agents – where they manage properties on our behalf

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How we use your information and our justification “the legal basis” for processing

We use your personal information for a variety of purposes, including:

• Assessing your property application and managing our contract with you
• Providing care and support services
• Ensuring our properties and services are accessible
• Promoting community safety
• Contacting you about your property and other services we offer
• Monitoring equality, diversity, and inclusion
• Preventing and detecting fraud and illegal subletting
• Creating a profile to help us identify services or support that may be relevant or beneficial to you (for example, referring you to our welfare benefits and money advice team, or offering enhanced support if you are identified as a vulnerable tenant)
• Contacting you about community programmes that may be of interest, delivered by NHG Community Foundation (part of the Notting Hill Genesis Group)
• Supporting internal research and analysis to develop and improve our services and understand trends within the housing sector

We rely on different legal bases for processing your information, including:

• The performance of a contract with you
• Our legitimate interests (such as improving services, ensuring community safety, or providing relevant support and community programmes)
• Compliance with legal obligations
• Your explicit consent, where required (for example, when processing certain types of sensitive data)

We do not use automated profiling or automated decision-making to make decisions about your application, tenancy, or leasehold.

Where we process special category data (such as health information or data relating to criminal convictions), we do so only where it is necessary and lawful. This may be on the basis of substantial public interest, explicit consent (as required by Article 9 of the UK GDPR), or as otherwise permitted under UK law for criminal offence data. We always ensure that our use of this information is proportionate and fully compliant with data protection law.

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Sharing your personal information

We share information with our subsidiaries, data processors, managing agents, local councils, government departments, health and care services, police, utility companies, the Regulator of Social Housing, MPs and councillors, and Experian as part of the Rental Exchange Programme.

We share information about social housing lettings data with the (DLUHC). It is a regulatory requirement for all registered providers to supply this data as per the Tenancy Standard. The Tenancy Standard is a non-statutory code of guidance which we are obliged to follow.

DLUHC have their own Privacy Notice where you can find more information about the process and who to contact if you have any concerns.

When we transfer your personal data outside the UK or European Economic Area (EEA), we ensure that appropriate safeguards are in place, such as standard contractual clauses or adequacy decisions, to protect your data in accordance with UK GDPR.

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Experian and the Rental Exchange programme

We share some of your personal data with Experian to help us prevent and detect fraud and illegal subletting and to manage our rental arrears. As part of the Rental Exchange Programme, we share your rental payment history with Experian to help tenants build a credit score.

You can opt-out of the Rental Exchange Programme at any time by contacting us. Your opt-out will be processed as soon as possible and we will confirm when it has taken effect. Data already shared with Experian will be managed in accordance with their privacy notice.

For more information, visit www.experian.co.uk/rental-exchange or call Experian on 0115 941 0888 and ask for a copy of the Rental Exchange brochure.

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Commercial tenants

We collect limited personal data about our commercial tenants, mainly about sole traders and company directors. We use this information to manage your tenancy or leasehold.

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Children

We do not usually collect information directly from children (defined as under 18 years of age) as part of our core landlord service. Where we do process information about children, such as in household data, we do so based on our legitimate interests or to fulfil our legal obligations. Where required, we will seek parental consent for processing children’s data.

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Recording telephone calls

We may record your telephone calls to our customer service centre for training and monitoring purposes. You will be informed at the start of the call that the call is being recorded.

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CCTV footage and image captures

We use CCTV cameras for safety and security. Images may also be captured at events for publicity purposes. We retain CCTV footage for 30 days. You will be informed if you may be photographed or filmed at events and can request that your image is not used for publicity.

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Keeping your personal information

We keep information on our tenancy files for up to six years after the tenancy ends. We hold CCTV footage for 30 days. We hold recordings of telephone conversations to our customer service centre for no longer than six months.

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Transfers outside the UK

Occasionally, we may need to transfer your personal data outside the European Economic Area (EEA) to other subcontractors or agents. Where this is the case, we will take appropriate steps to ensure that we only contract with organisations that have the appropriate security measures in place, such as standard contractual clauses or adequacy decisions.

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Your rights under the Data Protection and UK GDPR

You have several rights, including the right to be informed, access, rectification, erasure, restriction, data portability, and to object to processing. We will respond to your requests within one month, as required by UK GDPR. If you wish to exercise any of your rights, you can contact our Data Protection team directly at dataprotection@nhg.org.uk.

You have the right to lodge a complaint with the Information Commissioner’s Office (ICO). For more information, visit https://ico.org.uk.

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Cookies

Our website uses cookies to improve your experience and ensure the site functions correctly. Some cookies are essential for core features such as secure logins, page navigation, and live chat support. Other cookies help us understand how visitors use our website by collecting anonymous usage and feedback data, allowing us to make improvements and provide a better service.

When you visit our site, you will see a clear banner giving you the option to accept or reject non-essential cookies.

You can also control or disable cookies through your browser settings. However, please note that disabling certain cookies may affect how the website functions.

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Providing accurate information

It is important that we hold accurate and up to date information about you. If you do not provide accurate information, this may affect our ability to deliver services to you.

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Data Protection Officer (DPO)

Our Data Protection Officer (DPO) is responsible for overseeing our compliance with data protection laws and this privacy notice. The DPO acts as an independent point of contact for any questions or concerns about how we handle your personal data.

You can contact our DPO directly at dataprotection@nhg.org.uk.

If you are unhappy with how we process your personal data, you have the right to complain to the Information Commissioner’s Office:

The Information Commissioner’s Office,
Wycliffe House, Water Lane,
Wilmslow,
Cheshire,
SK9 5AF,
Tel: 01625 545745
Website: https://ico.org.uk

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