General Enquiries
Privacy Statement
- Purpose of our privacy statement
1.1 Under the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR), we are required to explain to you why we are asking for this information about you, how we intend to use the information you provide and whether we will share this with anyone else.
- Who are we?
2.1 Sanctuary LumaLiving is a brand name used by Sanctuary Home Care Limited and Sanctuary Housing Association, each a part of Sanctuary Group (“Sanctuary”). We are one of the UK’s leading providers of housing, care and commercial services. Our address is Chamber Court, Castle Street, Worcester, Worcestershire, WR1 3ZQ.
- Our data protection officer
3.1 Our Data Protection Officer is responsible for overseeing what we do with your information and monitoring our compliance with data protection laws.
3.2 If you have any concerns or questions about our use of your personal data, you can contact our Data Protection Officer by writing to The Data Protection Officer, Sanctuary House, Chamber Court, Castle Street, Worcester, Worcestershire, WR1 3ZQ or emailing dataprotection@sanctuary.co.uk.
- Why are we collecting your information?
4.1 To enable customers, residents and the public to raise enquiries and/or seek information about our services.
4.2 If your enquiry relates to a service failure, the information that you provide will also be used for the purpose of improving our products and services.
- What information are we collecting?
5.1 The information that we collect about you will include your name and contact details, and any other information which you provide to us via email, social media message, telephone, or by completing an enquiry form from our website.
- What is our lawful basis for using your information?
6.1 Under Article 6 of the UK GDPR, the lawful basis we rely on for processing this information is:
Our legitimate interests or that of a third party in enabling customers, residents and the public to engage with Sanctuary LumaLiving on the services available, seek information and/or support.
- Sharing your information
Members of Sanctuary Group
7.1 Sanctuary Group is made up of several related companies. We will share your information with other members of Sanctuary Group where necessary to answer or resolve your query.
7.2 For more information on which companies make up Sanctuary Group, please go to www.sanctuary.co.uk/about-sanctuary.
Regulators and other legal obligations
7.3 We may also be required to share your information with our regulators who are permitted access to this information by law and with other organisations where we have a legal obligation to share the information with them.
Data processors and Transfers
7.4 To facilitate enquires through our website and social media channels the following categories of data processors may process information on Sanctuary’s behalf when providing technical IT support: protection law and is also made in accordance with Article 45 of the UK GDPR as the processing is in accordance with the UK-US data bridge.
- Can we use your information for any other purpose?
8.1 In limited circumstances, we may use your information for a purpose other than those set out in this policy. If we intend to do so, we will provide you with information relating to that other purpose before using it for the new purpose.
- Security of your information
9.1 The information that you provide will be stored securely. Our technological and organisational security measures and procedures reflect the seriousness with which we attach to the confidentiality, integrity and availability of your information.
9.2 Only relevant members of staff will access the information you provide to us.
- Storing your information and deleting it
10.1 Following resolution of your enquiry, your information will be retained as outlined below:
- Web forms submitted via our websites are retained for 30 days.
- Social media private messages are retained for two weeks.
- Emails are retained for a minimum of one year and are automatically deleted after three years.
- Telephone recordings are retained for up to 12 months. Please note not all telephone calls are recorded.
- Your rights
11.1 In relation to the information which we hold about you, you are entitled to:
11.2 Ask us for access to the information;
11.3 Ask us to rectify the information where it is inaccurate or is incomplete;
11.4 Ask us to erase the information and take steps to ask others who we have shared your information with to also erase it;
11.5 Ask us to limit and restrict what we do with your information;
11.6 Object to our use of your information and ask us to stop that use;
11.7 Ask us to provide the data you have provided us in a structured, commonly used, and machine-readable format (for example, a CSV file) in order transmit the data to another data controller.
11.8 Challenge the decision of any automated decision-making and/or profiling that is applied to your personal data as part of the processing;
11.9 Our obligations to comply with the above rights are subject to certain exemptions.
11.10 To exercise any of the rights referred to above, you should contact our Data Protection Officer by writing to The Data Protection Officer, Sanctuary House, Chamber Court, Castle Street, Worcester, Worcestershire, WR1 3ZQ or emailing dataprotection@sanctuary.co.uk.
- How to complain
12.1 If you have any concerns about our use of your personal information, you can contact our Data Protection Team on dataprotection@sanctuary.co.uk.
12.2 You also have the right to complain to the Information Commissioner’s Office (the ‘ICO’) if you are not satisfied with the way we use your information. You can contact the ICO by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
