At Moat, we are committed to protecting and respecting any personal data you and your family share with us.
At Moat, we are committed to protecting and respecting any personal data you and your family share with us. The wording in this document reflects the requirements of the General Data Protection Regulations (GDPR) and the Data Protection Act, which ensure we, and others, use your information appropriately.
As a charitable organisation, we will process data in line with our objects for the benefit of the communities we serve, for providing and managing social housing and providing assistance to help house people within our communities. We are responsible for making decisions about the way your information is used and this statement describes what types of data we collect from you, how we use it, how we share it with others, how you can manage the data we hold and how you can contact us.We will always give you the option not to receive marketing communications from us.
We will never send you unsolicited ‘junk’ email or communications, or share your data with anyone else who might. We do not sell your data to third parties, but we do work closely with contractors and partner organisations in order to provide and improve our services and to help us to meet our legal obligations and provide a fair and equitable service for all our customers.
This version of our Privacy Statement comes into effect on 22 March 2021 and is available on our website, moat.co.uk. The contents of this statement may change from time to time, so you may wish to check the statement on our website to ensure you remain content. Where possible, we will also contact you directly to notify you of these changes.
We will also share your data in situations where we need to pass it on to manage any request or complaint you have made to us. For example, we may share details of any complaint with the Housing Ombudsman Service, the Regulator of Social Housing, our buildings insurers, the Courts or other third parties.
Moat operates CCTV at its office locations and at some selected housing sites where we own or manage properties in order to prevent and detect anti-social behaviour / criminal activity. We will place ‘CCTV in operation’ signs to inform you when images of you may be captured. We are also aware that CCTV is in operation at some of our regional offices, such as Stanhope and Medway, however this is operated by the building owner
Legal obligation to provide data
We may be legally required to provide information to third party organisations – for instance, in certain circumstances we may be required to provide information about housing benefits to a local authority, address and tenancy information for the purposes of the collection of taxes, or to provide CCTV footage to the police for the purposes of detecting criminal activity.
When you use our online services we may record:
For further details, please see the ‘about Hotjar’ section of Hotjar’s support site.
Moat will only process data that is necessary for the purpose(s) for which it has been collected, for example to consider any application for accommodation, or to respond to any query, complaint or request made by you.
You will always have the option not to receive marketing communications from us (and you can withdraw your consent or object at any time by contacting firstname.lastname@example.org). We will never send you unsolicited ‘junk’ email or communications, or share your personal data with anyone else who might do so.
There are various ways in which we may use or process your personal data, including:
Automated decision making and profiling
Moat carries out profiling in the form of RentSense, a piece of software provided by Mobysoft, in order to prioritise the work of the Customer Accounts department in terms of arrears management. RentSense is therefore acting as Data Processor on Moat’s behalf.
(continued from above 'how do we use your data')
Processing necessary for us to promote our activities and measure the reach and effectiveness of our services
Processing necessary for us to operate the administrative and technical aspects of our business efficiently and effectively
Legal obligation: we may process your personal data to comply with our legal requirements (eg. to comply with the regulatory requirements of the Regulator of Social Housing, or to comply with Health and Safety legislation).
Vital interest: sometimes we will need to process your personal data to contact you if there is an urgent safety issue that we need to tell you about.
We do not sell your data to third parties.
We do work closely with our contractors and partner organisations who deliver services for us (like repairs, satisfaction surveys and market research etc). Some of our contractors, such as our day to day repairs partners and a select few other partnering organisations providing services on our behalf, have a limited view into our systems. Generally, this will be to enable for appointments to be made, or complaints and feedback to be responded to appropriately.
We use a secure email facility, called Mimecast, to enable details to be sent securely via email. In situations where TLS email types cannot be received by the recipient, we endeavour to ensure that emails are anonymised where possible, or personal information details are sent within a password protected attachment.
We will not hold your personal data in an identifiable format for any longer than is necessary. If you are a customer or otherwise have a relationship with us, we will hold personal data about you for a longer period than if we have obtained your details in connection with a prospective relationship.
If we have a relationship with you (e.g. you are a customer or member of a customer’s household), we hold your personal data for six years from the date our relationship ends. We hold your personal data for this period to establish, bring or defend legal claims. Where we have obtained your personal data following an enquiry or application, or a request for information on any of our services, we hold your personal data for one year from the date we collect that data, unless during that period we form a relationship with you.
The only exceptions to the periods mentioned above are where:
You have the right as an individual to access your personal data and make corrections if necessary. You also have the right to withdraw any consent you have previously given us and ask us to erase the data we hold about you (for information which we rely on your consent to hold it). You can also object to us using your personal data (where we rely on our business interests to process and use your personal data).
You have a number of rights in relation to your personal data under data protection law. In relation to most rights, we will ask you for data to confirm your identity and, where applicable, to help us search for your personal data. Except in rare cases, we will respond to you within one month after we have received any request (including any identification documents requested).
You have the right to:
You can exercise the above rights and/or manage your data by contacting our Data Protection Officer by emailing email@example.com or writing to:
Data Protection Officer, Moat, Mariner House, Galleon Boulevard, Crossways, Dartford, Kent DA2 6QE.
If you are unhappy, you have the right to lodge a complaint with the Information Commissioner’s Office, the data protection regulator in the UK. Write to them at:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
You can call them on 0303 123 1113 or email at firstname.lastname@example.org.
For the purpose of supplying the services of the website for yourself and future visitors we need to collect some information from you. This is done via cookies (as you traverse the site) and http headers (when you login) where the data resides in your local storage.
The ‘cookie’ consent banner on this website is your affirmative action in accessing subsequent pages where data is transmitted. Consent is based on the computer/browser/device being used. If using a shared computer it is advisable to clear local data before and after use. More information on cookies, headers and local storage is available from Wikipedia.
Search https://en.wikipedia.org/ for 'HTTP cookies', 'HTTP headers' and 'Web_storage' respectively.
You have the right withdraw the consent at any time (opt out). There are various ways to do so:
As a customer of Moat you can access your information via the Call Centre or via post.
Consent will be sought each session/device or when the term have changed. If you subsequently give consent it will override any withdrawal of consent.
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The information contained in the data transmitted to Moat is required for the provision of services now and in the future. It is pseudonymised and has no value on its own. We only use third party cookies for analytical purposes, such as Google Analytics, to help improve the usage of our site and for Twitter feeds. You can opt out of being tracked by Google Analytics across all websites.