Last updated: 27 January 2023
Next review: 7 February 2023
Who we are and what we do
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
- Environment health
- Council Tax
- Housing Benefits
- Adult Learning Service
- School Admissions
- General Enquiries
If you have questions regarding this service or our privacy practices, you can contact us by e-mail at the address below:
Customer Service and Business Support, Resident Services
Information we hold about you
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)
Why we need your information and how we use it
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 for the processing
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.
Who your information will be shared with (if applicable)
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.
How long we will keep your information
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.
Our Data Protection Officer
Our Data Protection Officer is Mark Hynes. You can contact him at Data.Protection@walthamforest.gov.uk.
Protecting your information
Your information choice and rights
Complaints and contact details
Information Commissioner’s Office
If we are not able to resolve your complaint to your satisfaction, you can make a complaint to the Information Commissioner's Office (ICO).