At Moat, we are committed to protecting and respecting any personal data you and your family share with us.
The wording in our statement reflects the requirements of the General Data Protection Regulations (GDPR) and the Data Protection Act, which ensure we, and others, use your information appropriately.
We are responsible for making decisions about the way your information is used and this statement describes what types of data we collect from you, how we use it, how we share it with others, how you can manage the data we hold and how you can contact us.
We will always give you the option not to receive marketing communications from us. We will never send you unsolicited ‘junk’ email or communications, or share your data with anyone else who might. We do not sell your data to third parties, but we do work closely with contractors and partner organisations in order to provide and improve our services and to help us to meet our legal obligations and provide a fair and equitable service for all our customers.
This version of our Privacy Statement comes into effect on 25 May 2018. The contents of this statement may change from time to time so you may wish to check the statement on our website to ensure you are still happy to share your information with us. Where possible, we will also contact you directly to notify you of these changes.
We collect data about you and members of your household when you first occupy your home or contact us for other services. We only collect data which is necessary, relevant and adequate for the purpose(s) for which you are providing it.
We collect data about you and your household when you use Moat’s websites, applications and our customer service centre. We may also obtain data about you and your household from your local authority and other agencies (eg. Department for Work and Pensions). Some of this data does not identify you personally, but helps us to understand how you use our services and engage with us (we use this to improve our services and make them more useful to our customers).
The data we collect includes some or all of the following:
When you apply to live in one of our properties
When you use our online services
Where you engage with us in a business context, we may collect your job title, company contact details (including email addresses) and company details (some of which we may obtain from online or public business directories).
Moat operates CCTV at its head office locations and at some selected housing sites where we own or manage properties in order to prevent and detect anti-social behaviour / criminal activity. We will place ‘CCTV in operation’ signs to inform you when images of you may be captured. We are also aware that CCTV is in operation at some of our regional offices, such as Stanhope and Medway, however this is operated by the building owner.
Moat will only process data that is necessary for the purpose(s) for which it has been collected, for example to consider any application for accommodation, or to respond to any query, complaint or request made by you. You will always have the option not to receive marketing communications from us (and you can withdraw your consent or object at any time). We will never send you unsolicited ‘junk’ email or communications, or share your personal data with anyone else who might do so.
There are various ways in which we may use or process your personal data, including:
Consent: where you have provided your consent, we may use and process your data to:
You can withdraw your consent at any time by contacting us at firstname.lastname@example.org or, in relation to any marketing messages you receive, by using the unsubscribe option included in those messages.
Contractual performance: we may use and process your personal data where this is necessary to perform a contract with you (most likely your tenancy agreement or lease) and to fulfil any other transactions, such as repairs or support services, entered into with us (or our contractors and partner organisations).
Legitimate interests: we may use and process your personal data as set out below where it is in our legitimate interests as a business to do so.
Processing necessary for us to support customers: to respond to correspondence, you send to us and fulfil the requests you make to us.
Processing necessary for us to respond to understanding customers’ needs
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Processing necessary for us to promote our activities and measure the reach and effectiveness of our services
Processing necessary for us to operate the administrative and technical aspects of our business efficiently and effectively
Legal obligation: we may process your personal data to comply with our legal requirements (eg. to comply with the regulatory requirements of the Regulator of Social Housing, or to comply with Health and Safety legislation).
Vital interest: sometimes we will need to process your personal data to contact you if there is an urgent safety issue that we need to tell you about.
We do not sell your data to third parties. We do work closely with our contractors and partner organisations who deliver services for us (like repairs, satisfaction surveys and market research etc).
We may from time to time disclose your data to the following categories of companies or organisations to which we pass the responsibility to handle services on our behalf: service providers including repairs and maintenance providers, and legal and other professional advisors.
We will also share your data in situations where we need to pass it on to manage any request or complaint you have made to us. For example, we may share details of any complaint with the Housing Ombudsman Service.
We take steps to ensure that any third-party partners who handle your data comply with data protection legislation and protect your data just as we do. We only disclose personal data that is necessary for them to provide the service that they are undertaking on our behalf. We will aim to anonymise your data or use aggregated, non-specific data sets where ever possible.
Due to the international nature of modern business technology, there may be some instances where your data is processed or stored outside of the EU. In those instances, we will ensure that appropriate safeguards are in place for that transfer and storage as required by applicable law.
There are circumstances where we share your data with other companies within our Group in order to deliver services, complete transactions, handle complaints or provide you with information that you have requested.
We will not hold your personal data in an identifiable format for any longer than is necessary. If you are a customer or otherwise have a relationship with us, we will hold personal data about you for a longer period than if we have obtained your details in connection with a prospective relationship.
If we have a relationship with you (eg. you are a customer or member of a customer’s household), we hold your personal data for six years from the date our relationship ends. We hold your personal data for this period to establish, bring or defend legal claims.
Where we have obtained your personal data following an enquiry or application, or a request for information on any of our services, we hold your personal data for one year from the date we collect that data, unless during that period we form a relationship with you.
The only exceptions to the periods mentioned above are where:
You have the right as an individual to access your personal data and make corrections if necessary. You also have the right to withdraw any consent you have previously given us and ask us to erase the data we hold about you. You can also object to us using your personal data (where we rely on our business interests to process and use your personal data).
You have a number of rights in relation to your personal data under data protection law. In relation to most rights, we will ask you for data to confirm your identity and, where applicable, to help us search for your personal data. Except in rare cases, we will respond to you within one month after we have received any request (including any identification documents requested).
You have the right to:
You can exercise the above rights and/or manage your data by contacting our Data Protection Officer by emailing email@example.com or writing to:
Data Protection Officer, Moat, Mariner House, Galleon Boulevard, Crossways, Dartford, Kent DA2 6QE.
If you are unhappy, you have the right to lodge a complaint with the Information Commissioner’s Office, the data protection regulator in the UK. Write to them at:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. You can call them on 0303 123 1113 or email at firstname.lastname@example.org.
For the purpose of supplying the services of the website for yourself and future visitors we need to collect some information from you. This is done via cookies (as you traverse the site) and http headers (when you login) where the data resides in your local storage.
The ‘cookie’ consent banner on this website is your affirmative action in accessing subsequent pages where data is transmitted. Consent is based on the computer/browser/device being used. If using a shared computer it is advisable to clear local data before and after use. More information on cookies, headers and local storage is available from Wikipedia.
Search https://en.wikipedia.org/ for 'HTTP cookies', 'HTTP headers' and 'Web_storage' respectively.
You have the right withdraw the consent at any time (opt out). There are various ways to do so:
As a customer of Moat you can access your information via the Call Centre or via post.
Consent will be sought each session/device or when the term have changed. If you subsequently give consent it will override any withdrawal of consent.
The information contained in the data transmitted to Moat is required for the provision of services now and in the future. It is pseudonymised and has no value on its own. We only use third party cookies for analytical purposes, such as Google Analytics, to help improve the usage of our site and for Twitter feeds. You can opt out of being tracked by Google Analytics across all websites.