Creating Opportunities for a Brighter Future!

Privacy Statement


Forum Housing Association (FHA) is committed to protecting and respecting your privacy. We believe that it is extremely important to keep any personal information we have about our customers and stakeholders secure and confidential.

Privacy Policy

Laws apply to FHA’s use of anyone’s personal information and everyone has rights regarding how their personal information is handled.

We have published this statement to tell you:

  • What information we may collect about you
  • How we store your personal information
  • What we use your personal information for
  • Who (if anyone) we pass it on to and how they use it, and
  • Your rights

Information we may collect from you

We may collect the following personal information about you when you first come to see us:

  • Your name and contact details for use across FHA, and by our suppliers and partners
  • Detailed personal information such as age, sex, date of birth, ethnicity and whether you have any particular needs or preferences, so that we can understand our customers and their needs better
  • Detailed information regarding your support requirements, so that we can offer you the best service possible for your individual needs.

For housing management purposes

  • Your housing needs, so we can ensure your home is suitable for you
  • Benefit and council tax information, to verify your circumstances
  • Details relating to the repair and maintenance of your home
  • Information that you provide to the housing management staff
  • Feedback from our contractors, about their appointments with you
  • CCTV recordings for safety, crime reduction and quality management
  • Details relating to your rent and service charge payments for all stays with the Association
  • Information to enable us to provide an Intensive Housing Management service to you.

To enhance your experience with forum Housing Association, you can:

  • Give details of anyone who has your Power of Attorney or is your advocate, to contact us on your behalf.  If you provide us with personal information relating to members of your family or your associates, we will assume that you do so with their knowledge and consent
  • Give your consent for your name, image, video or story for brochures, advertising, press releases, social media or for use by the media
  • Provide details about any complaints about our service or other individuals, or accidents or incidents involving you or your home
  • Provide your comments about the services you have received from us or our suppliers.

For Forum Housing Association support services:

  • We will hold detailed information about your and/or your family’s needs, if you require support services
  • We will hold detailed information relating to meetings, conversations and other correspondence relating to you so long as it relates to the support service that you have agreed to
  • When you access any support services, we will ask you for personal information relevant to those services
  • We may hold information about your history, if it will be used to safeguard you, your household or our staff. This could include information regarding any offences you may have committed.

In addition:

  • If you make a complaint, we will keep the details in order to improve our services both to you and in general.

We may get information, or related information, from you, your family, friends, neighbours, our colleagues or public information sources.

We may also record factual information whenever you contact us or use our services, and of other action we take, so we have a record of what happened.

Where we store your personal information

We are committed to holding your personal information securely. This means that only our Forum Housing staff and contractors that need to see it have access.

If we can store your personal information solely on computers we will. However, there are cases where we have paper copies instead of, or as well as to ensure continuity of service.

The computer system we use is located securely.  If you would like additional details regarding this please contact the Head Office address.  Where we use computers (including laptops and tablets) outside our offices, they are protected and only use secure access to our computer system.

We will not transfer or store your data outside of the European Economic Area.

Where we hold paper copies of your personal information, this will be stored in staff areas within Forum’s offices and will be protected from access whilst being used to provide the intended service.

What we use your personal information for:

  • As detailed in the housing management and support sections above, and for providing any other services to you
  • Data sharing between organisations that are within Mainstay protocol and you will have signed a consent form for this, if it is applicable
  • In line with legal and/or contractual obligations.  For example, as an employee it may be in line with your contract of employment, as a resident, in line with your licence agreement or our support contract.
  • Keeping in touch with you, understanding your needs and preferences, inviting you to events, and offering and booking appointments with you
  • Telling you about changes to FHA and its services
  • Meeting your housing management needs and requirements, including (but not limited to) repairs, maintenance, relocation or exchange, routine inspection
  • Meeting your support needs and requirements
  • Managing payments from you to your account, and for accounting purposes
  • Prevention, detection and prosecution of crime
  • Informing our staff, contractors or others (as appropriate) about past incidents e.g. anti-social behaviour, for their protection, in line with our policies
  • Meeting our legal obligations including to our funders or regulators
  • When we, or your other suppliers, exercise legal rights, including under contract with you
  • Other purposes – we may produce anonymous information so that it cannot be linked to you. In these cases, we may use the data for any purpose.

Others we may pass your information on to

Normally, only Forum Housing will be able to access your personal information. However, there may be times when we disclose your details to others, as follows:

  • Our suppliers, who enable us to provide our services to you, or who provide services on our behalf
  • Maintenance/building contractors e.g. to undertake repairs or improvements to your home
  • IT providers who own or manage the computers, phones or systems we use
  • Banks, e.g. to carry out payments through a secure system
  • Additional staff resources, such as consultants or agency staff
  • Our professional advisors and providers of financial services
  • Our partner organisations whose purposes match with ours
  • Training providers or learning institutions
  • Other housing associations
  • External assistance where you have agreed to the referral
  • Local authorities and government departments that provide relevant services for you, including benefits
  • The police, fire services, health authorities or medical staff who provide services for you
  • Utility companies
  • For crime prevention or detection, risk assessment, resolution of complaints or other issues
  • Local authorities, Safeguarding Boards, regulators, government departments and other public authorities, such as for preventing payment errors or fraud.

We may sometimes be obliged to disclose your personal data by law, such as by a regulator with appropriate power (e.g. Homes England), or court order. Information held by public bodies can be subject to Freedom of Information.

We do not give anyone else access to your information, in return for payment, for their marketing or commercial purposes.

We will not share your personal information with anyone who claims to represent you, unless we are satisfied that you have appointed them, or they act in some recognised official capacity.  There may be a delay in dealing with requests while we confirm the caller’s identity, or check that we have your approval to deal with them.

Data Protection Officer

Forum Housing Association does not have a designated Data Protection Officer.  However, we do have access to the services of a Data Protection Officer and the Association can be contacted with queries and information requests in writing at:

Forum Housing Association
18 Hamilton Square
CH41 6AX

Data Controller

The Data Controller is the company that decides the purpose for and the way in which personal data is processed. FHA is a data controller and is registered with the Information Commissioners Office.

ICO registration number: Z6071595

If you have any queries regarding this, please contact us at the address above.

How Long we Store Data for

We have a document retention schedule which sets out how long we keep different types of data for.  This is in line with guidance and best practice from the National Housing Federation and ACAS and in accordance with contractual obligations.

Please contact us if you would like a copy of the schedule.

Your rights

You have the right to ask us not to process your personal information. However, we may be unable to provide our services to you if we are unable to record and process certain details.  The majority of data that we hold will be to meet a legal or contractual obligation.

Withdrawal of Consent – You have the right to withdraw your consent for us to process your data where consent was previously given.  If you wish to withdraw your consent to us processing your personal data, please email stating “GDPR – Withdrawal of Consent” in the subject box and we will act on this as quickly as possible and inform you of our actions.  Alternatively, write to our registered office address, as above.

Withdrawing consent does not retrospectively render processing unlawful.

Right to Rectification – You have the right to ask us to rectify inaccurate personal data concerning you.

Right to Erasure – You have the right, under certain circumstances, for any personal data concerning you to be erased.

Right to Restriction of Processing – You have the right, under certain circumstances, to request that processing of your personal data is restricted.

Right to Data Portability – You have the right, under certain circumstances, to request the personal data about you, which you have provided, in a structured, machine readable and commonly used format.

Accessing the information we have about you

You have a legal right to access information that we hold about you. If you ask us for this information, we will not charge a fee. You can write to our Head of Finance and Performance, Michelle Dibbert-White at our registered office address, as above to obtain a Subject Access Request form.

We will respond to your request within 30 days of receiving a verified request, and in most cases we will be able to comply with your request. However, we may not be able to provide you with your request if your personal information contains details about another person.

If your request is complex or you request data on a number of occasions, we reserve the right to make a charge for this and may take longer to provide the information.

Changes to our Privacy Statement

This statement may change. We will display the new Statement on our website, where it can usually be found.

Social Media

We exclude liability for actions taken in response to breaches of any Forum Housing policy.  The responses described in this privacy statement are not limited, and we may take any other action we reasonably deem appropriate.

Where you make a contribution to our social media, we may also take the following actions in addition to any other actions described above:

  • Immediate, temporary or permanent withdrawal of your right to use our social media
  • Immediate, temporary or permanent removal or editing of any posting or material uploaded by you to our social media.

More Information

If you have any questions about our cookies policy, please contact us.