Contents

Why we keep information

We keep information about people who use our services so that we can:

  • Provide a record of work done with you and decisions made about providing services for you
  • Identify and monitor the need for our services
  • Check that we are fulfilling our statutory duties about the work that we do
  • Ensure we provide a quality service to all members of the local community

Under the Data Protection Act 1998 you have a right to see the information we keep about you, whether held on computer or on paper.

The Freedom of Information Act 2000 applies to non-personal, non-confidential information held by the Council. Freedom of Information enables anyone to apply for general information held by the Council. However, information about an individual remains confidential.

Information will be shared with you regularly as part of our professional practice; while we are working with you, you will be given copies of the assessments, plans and agreements made by us to meet your needs.

What information do we keep?

We keep:

  • Information on anyone who requests or receives a service from us
  • Details on foster carers and the service providers we use
  • Factual information – such as your address and other information you give us
  • Your views and comments about the services we provide to you
  • Information received from other organisations, like the Police or your GP, which helps us to meet your needs

Who can see this information?

Staff who are working with you. Depending on the services we are providing to you the staff could be working in:

  • Social Services
  • Health Services
  • Independent contractors – like home care agencies

All staff are required to keep personal information confidential. Your records are kept safely and securely and the information in them will only be shared with those who need to see your records as part of their work.

When other agencies provide us with information about you they will be informed that those details can be seen by you unless there are legal restrictions.

We also share information on you with other agencies who are involved in planning and providing services for you.

Other organisations, such as the Courts and the Probation Service, may require personal information for legal reasons. Others, like the Commission for Social Care Inspection and the Audit Commission, may also request records to check how we are working.

How long is information kept for?

Your records will be kept whilst we are involved in providing services to you and then kept for a period after that.

The time that we keep records for depends on the service that you have received.

Seeing your records

Whenever possible requests to see your records should be made in writing to your local office or to the person responsible for your service.

How long will it take?

Normally, we will make arrangements for you to see your records within 40 days of receiving your request. It may take longer if we need permission from outside agencies to show you their information.

Where we work with other agencies such as the Police or Health, their policies on recording information may also need to be considered.

  • You may bring a friend, relative or representative to see your records
  • One of our staff will be present to help and answer queries
  • Please ask in advance if you want us to provide an interpreter or if you require help because you are partially sighted, blind, deaf, hard of hearing or deaf and blind
  • You can take copies of your file

Some information may not be shown to you

We might hold some information back:

  • If showing you the information could cause harm to you or other people
  • Where legal restrictions apply, for example, due to court proceedings, or if a crime has been committed
  • Where information has been given by other people who have not agreed to you seeing it
  • Where the information is about other people in your family unless they have agreed for you to see it

As a parent or relative you do not have an automatic right to see your child’s or relative’s records. Whether you can or not will depend on that person’s age and ability to give consent, and the nature of the record.

What if I don’t agree with what is in my file?

If you find any information which you think is incorrect, please tell us.

If we agree, we will correct your records; if we don’t, we will record your disagreement on your file.

Should you remain dissatisfied with the information in your file then you can make a complaint by contacting the Adults Social Services Complaints Team. or for Children and Young People Services Complaints Team.

Useful addresses

Social Services local offices

Telephone Waltham Forest Direct on 020 8496 3000 or fax on 020 8496 3301 and ask to be put in touch with your nearest office.

First Response Team - North
47 Gainsford Road
Walthamstow  E17 6QB

Tel 020 8496 3000 (via Waltham Forest Direct)
Fax 020 8496 2011
Minicom 020 8496 2002

First Response Team - South
Leytonstone Access Office
90 Crownfield Road
Leytonstone  E15 2AJ

Tel 020 8496 3000 (via Waltham Forest Direct)
Fax 020 8496 1203
Minicom 020 8496 1249

First Response Children and Families
8 Buxton Road
Walthamstow E17 7EJ

Tel: 020 8496 3000 and ask for First Response Children and Families
Fax: 020 8496 2313

Out of hours

If you have a social work emergency outside normal officer hours then the Social Services Emergency Duty Team on 020 8496 3000 may be able to help.

In hospital

If you or the person you care for is in Whipps Cross Hospital then you can speak to the Hospital Social Work Team on 020 8539 5522.

If you want to complain

Contact your local office in the first instance. If you are not satisfied with their response, you can contact the Adults Social Services Complaints Team or the Children and Young People Services Complaints Team

Download the access to personal information leaflets

Picture of the cover of the access to personal information leaflet

Please click here to download a copy of the 'Access to personal information' leaflet (349KB PDF file, document reference DP07-2160, September 2007).


If you would like a printed copy of the leaflet sent to you please contact your local social services office.

access to personal information leaflet- front cover

Please click here to download a copy of the 'Access to personal information' leaflet(1.1MB PDF file) for Children and Young People Services.