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We are committed to being proactive in understanding and supporting the diverse individual needs of all our tenants and to helping unlock barriers to ensure fairness.
To help us better understand and meet the diverse needs of our tenants we want to update the information we have about you and anyone living in your home. We will be sending you an email with a link to the survey form - there will be two parts to the form:
As part of your tenancy agreement you are expected to keep us informed of who is living in your home. Additionally, so that we can deliver our services to you we need to know your up-to-date contact details. The first part of the form will ask you to confirm this information. It is important that you provide this information, and let us know in the future if anything changes.
To support us in delivering our services to you we are also asking you to share some additional personal information, including about your ethnicity, your use of English, and any disabilities or long-term medical conditions you may have.
This additional information will help us in delivering our services to you as an individual and to your family. For example, we ask about disabilities and medical conditions so that we can work with you to see if there are any changes we can make to how we deliver our services to you.
We will also use some of the information to help us understand the impact of our services and to enable us to improve them and make informed decisions that benefit everyone. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
We know that you may have questions about this and we have included answers to some of these below. If you don’t find the answer to your question you can contact us by sending us a portal message, or emailing us at contact@twenty11.co.uk.
For more information on how we collect and use your data see our privacy notice.
Why do you need to know who is living in my home?
It is a condition of your tenancy that you must keep us informed about who is living in your home. Knowing who is living in our homes supports us in delivering our services to you, and in carrying out right to rent checks and renewal checks.
Haven’t you already got information about who is living in my home and my contact details?
We know that people’s circumstances change over time and that you may not always remember to let us know about changes. This includes contact details such as phone numbers and email addresses. By asking you to confirm your up-to-date information we can ensure we can always contact you when we need to.
Why do you need to know personal information, such as whether I have any disabilities or health conditions?
Our aim is to provide the best possible service to all our tenants, but we know that not all our tenants are the same - so the more information we have about you and your circumstances, the better we can tailor our services to your needs. For example, this might mean:
We will also use some of the information to help us understand levels of access to and satisfaction with our services. This is important to us as we want to deliver the best services possible.
When we use the information you provide us with in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
Do I have to share my personal information with you?
You are required to confirm who is living in your home and your contact details – but you don’t have to share any of the personal information we ask for in Part 2 of the form. However, if you choose not to share this information with us it may mean that we are not always able to deliver our services in a way that is best for you.
Sharing this additional personal information with us is entirely optional - if you don't want to share the information please skip the question, or select the ‘Prefer not to say’ option. Where we ask you if you are happy for us to share the information you have provided you will always have the option to say no – and if you say yes, you can change your mind at any time, just contact us and let us know.
What will you do with this information?
We will update our records with the information you provide to us.
If you have said that you would like one of our team to contact you to discuss any changes we can make to the way we deliver our services, our team will contact you to discuss this.
If you have told us that you are happy for us to contact another organisation that supports you then we will do this where necessary.
If you have told us that you would like us to speak to someone else who supports you with tenancy matters, our team will contact you to ask for their details, and to set up an Authority To Act.
We will also use some of the information to help us understand the impact of our services and to enable us to improve them and make informed decisions that benefit everyone. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
Who will you share this information with?
Your contact details will be shared with our parent company Red Kite Community Housing Limited, and with our contractors when they need to carry out works at your home, to help them arrange appointments.
If you share your personal information with us we will share this with our contractors where appropriate to enable them to change the way in which they deliver services to you on our behalf in order to suit your needs.
We will share information with another organisation or person if you give us consent to – for example if you ask us to work with another organisation or person to support you in your tenancy.
There may be occasions when we will share your information without your consent – we will do this where we are legally required to, for example:
You can find out more about this in our privacy notice.
We would like to stress that under no circumstances will we ever sell or pass on your information to businesses or organisations so they can get in touch with you directly either by phone, email, or in writing in order to sell you their products or services.
If you want more information about data protection the Information Commissioner's Office (ICO) has a range of guides and leaflets. You can also contact them if you think we are not complying with our data protection obligations.
If I say you can share my information with other organisations, can I change my mind later?
Yes: you can contact us at any time and tell us that you do not want us to share your information, and we will update our records accordingly.
There may be occasions when we will share your information without your consent – we will do this where we are legally required to, for example:
Can I complete the survey in another way?
Yes: if you require this form in print (standard or large), in another language, or in braille, please contact us and we will arrange this for you.
Will I be penalised if I don't share my details with you?
If you choose not to share your personal information with us on part 2 of the form you will not be penalised, but it is important that you complete part 1 of the form.
If I share the additional personal information with you, can I ask you to remove it if I change my mind?
Yes, if you provide us with your personal information (excluding some key information required as part of your tenancy and legal contract with us) you have the right to ask for this to be deleted. You simply have to contact us and ask us to do this.
Why do you want to know about my ethnicity?
We ask for your ethnicity as part of our commitment to fostering an inclusive and equitable community.
We will use this information to help us understand levels of access to and satisfaction with our services, in order to assess whether we are delivering fair and equitable outcomes for all our tenants. When we use the information in this way it will be anonymised, meaning it cannot be linked back to you as an individual.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
Why do you want to know about my disability or health condition?
If you give us this information, we can take it into consideration when delivering services. For example, certain health conditions might mean we arrange for certain repairs to be completed quicker; or if you have mobility issues, we can ask contractors to ensure they give extra time for you to answer the door.
If you have said that you would like one of our team to contact you to discuss any changes we can make to the way we deliver our services, our team will contact you to discuss this.
Our privacy notice tells you about the data we hold about you, who we share it with and why, how we store it, and how long we keep it for.
Who can I contact if I want do find out more about how you will use the information?
If you want any information about how we use your data, email us at dataprotection@twenty11.co.uk