Privacy notice for complaints

1st Mar 2019

If you make a complaint about the service you’ve received from the JRF/JRHT then here’s how we will process your personal information.

Purpose and legal basis for processing

We will use your personal data for the purpose of our consideration and investigation of your complaint.

The legal basis we rely on to process your personal data is article 6(1)(b) of the GDPR, which allows us to process personal data when this is necessary for the performance of a contract, for example a tenancy, between you and us or in order to take steps at your request to enter into a contract with us.

If the information you provide us in relation to your complaint contains special category data, such as health, religious or ethnic information the legal basis we rely on to process will be:

  • it is necessary in order for us to comply with our legal obligations in our role as your landlord;
  • you have provided your explicit consent to our use of your information; or
  • using your information is necessary in relation to the provision of health and social care.

What we need

We need information from you to investigate your complaint properly.  When we receive a complaint from you, we’ll set up a case file.  This normally includes your contact details and any other information you have given us detailing your complaint.

Why we need it

We need to know the details of your complaint so we can fully investigate it and put things right if we’ve got something wrong.

What we do with it

We will use your personal information to investigate your complaint and check on our level of service. We compile statistics to show information like the number of complaints we receive, but not in a form that identifies anyone.  We may also use your contact details to ask you to complete an anonymous follow up survey.

If you are acting on behalf of someone making a complaint, we’ll ask for information to satisfy us of your identity and if relevant, ask for information to show you have authority to act on someone else’s behalf.

How long we keep it

If your complaint is related to your tenancy with us, we will keep information relating to it for 6 years after the end of your tenancy.

If your complete is related to care and support provided by JRHT Care Services, we will keep information on your complaint for 8 years after the end of your care.

For all other complaints we keep the related information for 2 years after the case has been closed.

Do we use any data processors?

We do not use any data processors for the purpose of investigating complaints.