Privacy Notice


How We Use Your Information

Plumlife is the “Data Controller” of the personal data that you have provided to us, and we are required to keep your data safe and secure in line with the UK General Data Protection Regulations (UK GDPR).


The information we collect from you is required to carry out our role (whether that be as your landlord, managing agent, the company who collects your service charge  or rent payments, the company who helps you purchase your home, or the company who administer your lease), and there will be occasions when we need to share this information with other organisations in order to deliver a full range of services to you.


This privacy notice explains what information we collect and why, who we may share it with, how long we keep it, what your rights are in relation to it, and how you can contact us or the Information Commissioner’s Office (ICO) if you have any questions or complaints.



Information We Collect & Why

The majority of the information we collect is needed to help us meet our obligations in relation to the contractual relationship we have with you. We need this information to be able to make sure we are able to provide a service to you, meet your accommodation needs, meet any individual needs you may have in terms of the way we communicate with you, etc. and we will keep this information for the length of our contractual relationship with you, and for up to six years afterwards. This may include:

  • Personal information: name, address, date of birth
  • Contact details: home phone number, mobile phone number, email address
  • Further details: National Insurance Number, Housing Benefit Reference Number, etc.
  • Sensitive personal information: gender, ethnicity, disability information, medical details, marital status, sexual orientation
  • Household information: details of other family members who will be living in your home
  • Nationality / immigration status: visa conditions, asylum status, etc.
  • Images: photographic identification
  • Employment status
  • Criminal record declaration
  • Bank account details
  • Mortgage provider.


We will record further, factual information during the course of our contractual relationship so that we have a record of our contacts with you. This will include:

  • Records of visits, phone conversations, emails, letters, etc.
  • Records of repair works carried out at your home or scheme on which it is located
  • Audio recordings of your calls into our office (kept for six months) and web chat records
  • CCTV images, event photographs or video recordings
  • Complaints records
  • Your rent or service charge payment history
  • Unacceptable behaviour warnings where we have evidence that you may pose a risk to our colleagues or contractors
  • Vulnerability information or health information that is relevant to how we provide services to you
  • Survey responses
  • Data from sensors or other types of devices (e.g. damp sensors) where these may be fitted in your home.

We realise that this sounds like a long list – but we do not collect any information that we do not actually need to be able to provide you with a good service and to make sure you are safe in your home.


Other Reasons For Using Your Information

There may be occasions where we have to use your information because there is a legal obligation on us to do so. This may include:

  • Providing information to the Local Authority in relation to Council Tax
  • Providing information to the benefits agencies in relation to any benefits you are accessing, or are entitled to
  • Providing information to the Police in relation to criminal investigations
  • Providing information to Social Services if we believe you, or a member of your household is at risk
  • Providing information to the Home Office if we have good reason to believe that an illegal immigrant is living in one of our properties
  • Providing information to utility companies where you are responsible for payment, including forwarding addresses.


There are a number of organisations who we will share your information with because they provide services on our behalf, and they will need to get in touch with you from time to time. Each of these organisations has signed up to a contract which sets out our expectations in relation to them keeping your information safe. This list of organisations will include:

  • The company who take our out of hours emergency calls
  • Repairs contractors who carry out specialist jobs for us, or who help us out when our own repairs operatives are busy
  • Compliance contractors such as our gas service engineers or our electrical engineers
  • Investment contractors – such as the companies who replace your kitchens, bathrooms or undertaken energy efficiency investment works etc.
  • Your landlord if this is not Plumlife or a member of Great Places Housing Group
  • Companies undertaking maintenance or safety surveys on our homes.

The final reason why we may use your information is to offer you services or opportunities that we believe are closely connected to our main purpose – and where we believe we have a legitimate interest in working with you. This might include:

  • Helping you to access employment or education opportunities
  • Assisting you to access financial support or additional benefits that you may be entitled to
  • Promoting community events that may help you to integrate with your neighbours
  • Sending you newsletters or leaflets to give you information about our services



Keeping Your Information Safe

When you contact our offices, you will be asked to verify yourself by asking some security questions – this is to make sure we don’t give your personal information to anyone else by accident. If you want a relative or a support worker to be able to talk to us on your behalf, we will need you to sign an advocate agreement which gives us your consent to do so.


If you access your account using the self-service portal on our website, you will be required to enter a username and password – it’s important that you keep this safe to protect your own information. We do not have a copy of your password – but we can help you to reset it if you lose or forget it.



Your Rights

Under data protection law, you have a number of rights that you can exercise if you are unhappy with the way your data is being used, or wish to know more about the data we hold about you. Where you contact us about one of the following rights, we will action your request within one calendar month unless the request is complicated or large scale – in which case we may contact you to notify you if we require an additional month to comply with your request. There is no charge associated with any of these rights.


You can exercise any of these rights by contacting the Data Protection Officer (details below).

Right What this right involves and how to exercise it
Right to Withdraw Consent Where you have given your consent for your data to be processed, you have the right to withdraw that consent at any time.
Right of Access You have the right to request a copy of all of your personal data that we process (as listed above). This request can be made in writing, by email, in person, over the phone, or via the online form on our website. We will need to verify your identity before we process your request.
Right to Rectification You have the right to have any incorrect data that we hold about you corrected, or any incomplete data finalised.
Right to Erasure If you believe that the data we are processing is no longer necessary, or we no longer have a legal group for processing it, you can request that your data is permanently erased.
Right to Restriction of Processing If you believe that the data we are processing is inaccurate, or that we are processing it unlawfully, you can request that we temporarily restrict the use of that data until we can establish whether it should be permanently rectified or erased.
Right to Data Portability You can request that your personal data is provided, via a commonly used, machine-readable format, to another data controller.
Right to Object If you feel that we do not have a legitimate lawful basis for processing your personal data, you can object to the processing which may result in us no longer processing specific categories of data.  You also have a specific right to object to your personal data being processed for the purposes of direct marketing if you do not wish to receive marketing communication from the Data Controller.
Rights in relation to Automated Decision Making If a decision is made about you based solely on automated processing, you have the right to request a “human” review of this decision.


If your personal data is being processed on our behalf by any third party companies, we will notify them if you exercise any of the rights above to ensure that they comply with your request.


How To Contact Plumlife

Plumlife is the Data Controller who determines how your data is processed and can be contacted via their registered office at:

2a Derwent Avenue
M21 7QP

Tel: 0161 447 5000

The appointed Data Protection Officer can be contacted as above, or by email at:


Your Right to Lodge a Complaint

If you are unhappy with the way that Plumlife has processed your personal data, or you feel that we have breached the relevant legislation, you have the right to lodge a complaint with the Information Commissioner’s Office. The ICO can be contact via any of the following options:


Postal:  Information Commissioners Office,
Wycliffe House,
Water Lane,


Telephone:         0303 123 1113 (local rate) or 01625 545 745 (national rate)
Fax:                      01625 524 510

Web Form:

If you or someone you know would like a copy of this document in any other format,

please contact the Data Protection Officer.