Feel Good Team: Bookwhen booking solution privacy notice

The Feel-Good Team is part of the Waltham Forest Sports and Leisure Service within Waltham Forest Council. We deliver a range of physical activity, sport and wellbeing programmes to support residents to lead healthier and more active lives.

Bookwhen is a centralised booking system used by the Sports & Leisure Team to enable residents to book onto free sports and activity sessions. The system supports session management, attendance monitoring and programme evaluation to ensure activities are reaching the intended target audiences.

If you have questions regarding this service or our privacy practices, you can contact us by e-mail or in writing at the address below:

Contact us by email

Feel.Good@walthamforest.gov.uk 

Contact us by post

Please write to:

Feel Good Team
Waltham Forest Council
Waltham Forest Town Hall
Forest Road
Walthamstow E17 4JF

We collect and store the following types of personal information in order to deliver, monitor, and improve our physical activity and wellbeing programmes:

Personal contact details

• Name
• Email address
• Telephone number (if provided)

Residency information

• Confirmation of whether you are a Waltham Forest resident
• Home postcode

Health‑related information (special category data)

• Any physical or mental health conditions, impairments, or long‑term illnesses lasting or expected to last 12 months or more
• Information that helps us ensure sessions are appropriate, safe, and inclusive

Demographic information (special category data) 

• Age range
• Gender
• Ethnic group or background

Participation information

• The sessions or activities you attend
• Booking details
• Attendance monitoring
• Any adaptations or support needs identified for safe participation

This information enables us to deliver our services safely, understand who we are reaching, evaluate programme impact, and ensure we are meeting the needs of Waltham Forest’s diverse communities.

We collect your personal information so we can deliver our physical activity sessions safely, effectively and fairly. Your information is used for several important purposes:

• To manage your participation in our sessions: including bookings, attendance, communication about changes, and ensuring sessions are delivered appropriately for your needs.
• To monitor who is using our services: demographic and postcode information helps us understand whether our programmes are reaching residents across Waltham Forest, including groups who are less active or underserved.
• To measure programme performance and impact: anonymised attendance and demographic data allow us to report to funders, identify trends, and improve session quality.
• To plan and improve future services: understanding participation patterns and community needs helps us shape future activities, identify demand, and ensure our programmes remain inclusive and accessible.
• To meet reporting requirements: as a council‑run service, we must evidence how our programmes support public health, community wellbeing, and physical activity outcomes.

We only use your data for these purposes.

Consent: the individual has given clear consent for processing their personal data for a specific purpose.

Your personal information is only shared with the following:

• The qualified coach delivering the session: so they can ensure the activity is safe, suitable for your needs, and delivered appropriately.
• The Feel-Good Team (Waltham Forest Sports and Leisure Service): for programme administration, monitoring, and service improvement.

We do not share your personal data with any other organisations or external partners.

We will keep your personal data for 6+1 years, in accordance with the Limitations Act. If the strategy or programme requirements change, we will only retain your information for as long as it is necessary to support program.  After this period, your information will be securely deleted. 

If you withdraw your consent or decide not to use the booking system any longer, your personal data will be anonymised. This means that your information will be altered so that you cannot be identified from the data. However, the Council will retain anonymised data to generate reporting metrics for evaluating, improving, and planning future services and provisions.

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

Please see the relevant section of the Corporate Privacy Notice.

Complaints and contact details

These are included in the relevant section of the Corporate Privacy Notice.

Information Commissioner’s Office

If we’re unable to resolve your complaint to your satisfaction, you can complain to the Information Commissioner's Office (ICO)