Privacy Policy

Your privacy

Northampton Partnership Homes (NPH) is committed to protecting and respecting your privacy. Please do let us know how you would like us to keep in touch with you.

This privacy notice sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed (used, shared, stored and disposed of). NPH and our subsidiary Happy to Help, hold personal information about our customers to allow us to provide a range of services.

Both Happy to Help and NPH are registered Data Controllers with the Information Commissioners Office (ICO).

On 1st January 2021 the UK GDPR replaced the GDPR, which is substantially similar to the EU GDPR, and works in conjunction with the Data Protection Act 2018.

Where the term GDPR appears on this website, this now refers to the UK GDPR. More details can be found on the ICO website here

Please read the following carefully to understand how we will use the information and the basis on which it will be disclosed to third parties. We will never sell your personal data to third parties.

Our designated Data Protection Officer is Santina Chambers. You can contact Santina by email, or by phone on 0300 330 7003. You can also write to Santina by post at Northampton Partnership Homes, The Guildhall, St Giles Square, Northampton, NN1 1DE.

This privacy notice was last updated November 2021.

Lawful basis for processing

We may only collect and process your personal information when the law allows us to. Most commonly we will use your personal information in the following circumstances:

  • Where we need to perform the contract we have entered into or intend to enter into with you;
  • To comply with a legal obligation;
  • To protect your vital interest; and
  • Where it is necessary for our legitimate interests, or those of a third party, and your interests and fundamental rights do not override those interests.

We will only use your information for the purpose or purposes it was collected for, or for closely related purposes. Should the reason for processing change, we will let you know in advance

We may in some cases, seek consent as the lawful basis to process your information at the time it is collected. We will ask you to tick a box or provide a signature to confirm that you agree to NPH processing your data. We will let you know:

  • what the information will be used for;
  • who will have access to it;
  • who it will be shared with;
  • how long we will hold it before deleting it; and
  • how we will ensure the data is stored securely.

Where the processing of your data is based upon consent, you have the right to withdraw that consent at any time by contacting the Data Management Officer on 0300 330 7003 or by email:

When we store statistical information we will make sure that it cannot be linked back to the individual.

The type of information we collect

We are required to collect personal information so that we can provide some of our services to you as set out in the tenancy agreement. This may include:

Personal Data:

  • name;
  • address;
  • telephone number; and
  • any other information from which you could be identified.

Special Category Data:

  • race;
  • financial circumstances;
  • sexual life;
  • gender;
  • political opinion;
  • religion;
  • health;
  • trade union;
  • criminal record; and
  • genetic and biometric data. 

Please note that the list above does not include every type of information that can be collected. To process Special Category Data, NPH is required to have further justification for processing and higher levels of protection.

Where relevant we will process information about:

  • personal details;
  • goods and services;
  • supplier details;
  • financial details;
  • lifestyle and social circumstances;
  • customer feedback including satisfaction surveys and complaints;
  • education and employment and pre-employment details;
  • medical, health, safety and security details;
  • visual images, personal appearance and behaviour; and
  • criminal activity and proceedings. 

Where relevant we will also process personal information about:

  • tenants and household members;
  • applicants for accommodation and members of their household;
  • asylum seekers;
  • business associates;
  • landlords;
  • Board members & directors;
  • probation officers;
  • social workers;
  • spiritual and welfare advisers;
  • consultants and professional advisers;
  • survey respondents;
  • employees, including self-employed contractors and consultants;
  • offenders and suspected offenders;
  • complainants and enquirers;
  • suppliers and service providers; and
  • images captured by CCTV. 

Information received from third parties

  • We sometimes receive personal data about individuals from third parties - for example, we may be working with another organisation such as the police or social services.
  • We may use third parties to help us conduct research and analysis on personal data and this can result in new personal data being created. We will let you know if this happens.
  • We collect information from social media when you have given us permission to do so, this includes posting on one of our social media sites.

We use personal data to communicate with you. This includes keeping you up to date with our news, updates, campaigns and ways you can get involved. We may use your data to contact you by text message regarding your rent account payments and repairs appointments.

We may use the information with your consent to notify you of forthcoming events and to send you the NPH newsletter, Your Voice. You can opt into or out of these services at anytime.


We use personal data for administrative purposes and this includes:

  • receiving rent payments;
  • maintaining databases of our staff, Board, panel members and contractors;
  • performing our obligations under contracts; and
  • to help us respect your choices and preferences.

We process personal information to enable us to provide social housing accommodation and services which include:

  • letting, renting and leasing properties;
  • administering waiting lists;
  • carrying out research;
  • contacting you to take part in surveys;
  • administering housing and property grants;
  • providing associated welfare services, advice and support;
  • maintaining our accounts and records;
  • supporting and managing our employees, agents, and contractors;
  • the sale or disposal of property owned by WNC; and
  • customer engagement, feedback and satisfaction surveys.

We evaluate, categorise and profile personal data so that we can tailor needs, services and communications. This also helps us improve our organisation and the service we provide. When we use information in this way, we will make sure that the data is deleted immediately after use or if stored that it cannot be linked to a specific individual.

Who your information may be shared with

We sometimes need to share the personal information we process with other organisations. This may happen when a third party provides a service on our behalf.  Where this happens we will comply with all aspects of the Data Protection Act (DPA). There may be occasions when we are legally obliged to share data without  your/the data subject’s consent, but we will be able to advise you why the data was shared.

Where necessary or required we share information with:

  • current, past or prospective employers;
  • family, associates and representatives of the person whose personal data we are processing;
  • educators and examining bodies;
  • third party suppliers and service providers;
  • financial organisations;
  • central government, MP’s and Councillors;
  • auditors;
  • survey and research organisations;
  • other housing associations or trusts;
  • trade unions and associations;
  • health authorities;
  • enquirers and complainants;
  • health and social welfare organisations;
  • professional advisers and consultants;
  • probation services;
  • charities and voluntary organisations;
  • police forces;
  • courts and tribunals;
  • professional bodies;
  • employment and recruitment agencies;
  • credit reference agencies;
  • debt collection agencies;
  • private landlords;
  • press and the media;
  • local Government ombudsman and housing ombudsman; and
  • consulting and advisory services.

Information is sometimes processed for consultancy and advisory services that are offered. For this reason the information processed may include name, contact details, family details, financial details, and the goods and services provided. We will, where possible anonymise the data being shared for this purpose.

As part of the Rental Exchange scheme, we will share your tenancy information with Experian, including your rent history, to enable tenants to strengthen their credit report without the need to take on new credit.  Full details of the Rental Exchange scheme is available either on request, or by visiting The Rental Exchange for Tenants

The Experian Rental Exchange scheme privacy notice can be found here: Privacy and Your Data | Experian

Any concerns about the use of your personal data in the Rental Exchange Scheme should be address to the NPH Data Protection Officer:

We take part in the Continuous Recording of Lettings and Sales in Social Housing in England, otherwise known as CORE, for all new tenancies.

CORE provides the Ministry of Housing, Communities and Local Government (MHCLG) with details of all new lettings, including personal information for research and statistical purposes

The MHCLG has produced two Privacy Notices for your information

  • Privacy Notice – All Tenants
  • Privacy Notice – New Tenants

Any concerns about the use of your personal data in CORE should be addressed to

NPH has partnered with Energy Angels (EA) to provide services which include transferring the energy supply at the void stage of a property and ensuring that new tenants are offered a choice and value for their energy supply in their new property.

To comply with the Data Protection Act 2018 and GDPR, please refer to the Energy Angels Privacy Notice here: Energy Angels Privacy Notice

Automated Decision Making / Profiling

NPH uses RentSense which is an intelligent automated decision-making tool that assists with identifying those rent accounts which are most likely to fall into arrears which could be prevented via early intervention. The tool applies algorithms and predictive analytics to existing transactional data, which in turn automatically identifies cases that most need attention.

You have the right to opt out of any automated decision-making software. Should you wish to discuss, please contact either your rent income officer or email


Keeping your information up to date

We have a responsibility to make sure that the information we hold is accurate and up to date. To help us with this, we would ask that you speak to your Housing Officer or call 0300 330 7003 to report any changes that may affect your tenancy.

This includes:

  • new or alternative telephone numbers;
  • additions or reductions to your household; and
  • any other changes to your circumstances which may affect your tenancy.

You have the right to request that incorrect data is corrected, blocked from sharing, erased or destroyed. This may not always be possible and we will let you know the reasons if your request cannot be met.

How long will we hold your information?

NPH will not keep information for longer than is necessary.

There are specific legal requirements which NPH must comply with and which vary according to each document type.

NPH has a Data Retention Policy and Schedule to make sure that your information is destroyed within the appropriate timescale - a copy of the policy is available on request.

In some circumstances you can ask us to delete or remove your personal data where there is no good reason for us to continue to process it.  We may not always be able to comply with your request of erasure for specific legal reasons. If this happens we will notify you.

We may anonymise your personal data (so it can no longer be associated with you) for research or statistical purpose. In this case we may use the information indefinitely without further notice to you.

Data security

NPH will make sure that appropriate technical and organisational measures are taken to prevent unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data. We will also make sure that any recipients of shared data will abide by the Data Protection Act and have in place an adequate level of training for staff, security procedures and programmes which meet the Data Protection Act  2018 and the General Data Protection Regulations required standard.

Your rights

Under GDPR you have rights regarding the personal data that NPH holds and processes about you.

Specifically you have the right:

  • to be informed.
  • of access.
  • to rectification.  
  • to erasure.
  • to restrict processing.
  • to data portability.
  • to object.
  • in relation to automated decision making and profiling. 

We aim to respond to all requests within one month.

Right of Access

You can request details of part or all of the information we hold about you.

This is called a Subject Access Request (SAR) and the request must be made in writing to:

NPH Data Management Officer

Northampton Partnership Homes

The Guildhall

St Giles Square



Phone 0300 330 7003


Alternatively, you may wish to complete a SAR application form.

Right to rectification

If you believe our records are inaccurate, you can write to us asking for them to  be amended. If you believe we have unfairly withheld information or unfairly refused to amend our records you can make a complaint using our standard complaints procedure

Recorded telephone calls
  • Calls made to 0300 300 7003 are recorded for training and quality purposes.
  • Calls made directly to or transferred to specific staff member’s extensions are not recorded.
  • The recordings will be held by West Northamptonshire Council who manage NPH calls. For further information please contact West Northamptonshire Council on 0300 300 3000
  • We process personal information using CCTV systems to monitor and collect visual images for the purpose of security and the prevention and detection of crime. 
  • CCTV is used for maintaining the security of property and premises and for preventing and investigating crime.
  • CCTV may be used to monitor staff when carrying out work duties.
  • For these reasons the information processed may include visual images, personal appearance and behaviours. This information may be about staff, customers and clients, offenders and suspected offenders, members of the public and those inside, entering or in the immediate vicinity of the area under surveillance.

Where necessary or required this information is shared, in line with Data Protection Regulations, with the data subjects themselves, employees and agents, services providers, police forces, security organisations and persons making an enquiry.

Transfer of information overseas

It may sometimes be necessary to transfer personal information overseas. There are specific guidelines within the Data Protection Regulations which govern the security of any such transfers whether within the European Economic Area (EEA) or to a country outside of it. Any transfers made will be in full compliance with all aspects of the Data Protection Regulations.

If you wish to obtain information about the specific mechanism used by us when transferring your personal data out of the EEA, this is available on request.

Complaints about data

Should you have reason to complain about how your data has been processed, you can contact our Data Management Officer Santina Chambers. In Santina's absence, her post and email will be monitored.

NPH Data Management Officer

Northampton Partnership Homes

The Guildhall

St Giles Square



Local rate number: 0300 330 7003.



If you are not satisfied with the response from NPH you can contact:

The Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow, SK9 5AF

Tel: 01625 545745



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