Customer Resolution Centre privacy notice

The Customer Resolution Centre is the first point of contact for council enquiries for voice, email, and webchat across a range of services including:

• Waste Service
• Neighbourhoods
• Environment health
• Housing
• Council Tax
• Housing Benefits
• Highways
• Adult Learning Service
• Registrars
• Planning
• School Admissions
• General Enquiries

If you have questions regarding this service or our privacy practices, you can contact us by emailing Customer Service and Business Support (Resident Services) at Wfdirect@walthamforest.gov.uk.

Where relevant to do so and appropriate we may process the following information about you:

• A recording of the conversation;
• Your phone number (unless your number is withheld)

We consider your privacy as important and will only use your personal information to:

• To assist in quality monitoring and training of staff
• Performance management of staff
• To investigate and resolve a complaint
• To understand call reasons.

The lawful basis on which we rely in order to use the information we collect about you for the purposes set out in this notice will be our Public Task.

It may be necessary for us to share personal data with both internal and external partners.

We may be asked to share a call recording with other council services for them to respond to a complaint.

We are currently running a pilot project to test the use of an automated system, to analyse the calls which are provided by a 3rd party. This system is used for call monitoring, quality assurance, and training of our staff.

We may retain call recordings for 12 months unless a longer retention period is required for performance management purposes.

We are obligated to delete recordings in a safe and secure way to maintain them. We will ensure compliance with the GDPR regulations.