Customer Resolution Centre privacy notice

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
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 calling Customer Service and Business Support (Resident Services) on 020 8496 3000

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)
Email Address
Description of issue

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 6 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 by email at data.protectionofficer@walthamforest.gov.uk

Protecting your information

Please see the relevant section of the Corporate Privacy Notice.

Your information choice and rights