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Privacy and cookies

How We Use Cookies   

Like many websites we use cookies to store and then retrieve small bits of information on your computer when you visit. This information is used to make the site work as you expect it to. It is not personally identifiable to you, but it can be used to give you a more personalised web experience.

Some of the information stored is put there by other companies whose software we have added to the site, and this can also impact your experience of other websites you may visit after leaving ours. 

If you continue to use this site without taking action to prevent the storage of this information, you are effectively agreeing to this use.

If you want to learn more about the general uses of cookies, including how to stop them being stored by your computer, please visit Cookiepedia - all about cookies.

Below is a list of the different types of cookies used on this site, and an explanation of what they are used for. If you would like any more information, please get in touch. 

Strictly Necessary Cookies          

These cookies are necessary for the website to function. They are usually only set in response to actions made by you which amount to a request for services, such as logging in or filling in forms.

You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.              

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.       

All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.    

Functionality Cookies

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages.           

If you do not allow these cookies then some or all of these services may not function properly.              

Targeting Cookies                          

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites.            

They do not store any personally identifiable information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.          

Fair processing

In accordance with the Data Protection Act 1998, we (livin Housing Limited and our subsidiary livin Developments Limited) are committed to protecting your rights and privacy when you use our services. livin Housing Limited is registered as a data controller with the Information Commissioner’s Office.

What information do we collect about you and why?

To provide you with the service you require, we need to collect, store and use your personal information.

We will hold information about you such as

  • Name and postal address
  • Contact information including email address
  • Other personal and household information, including that relating to rent payments, repairs or job applications
  • Other information relevant to customer surveys and/or offers
  • Communications with you, which may include copies of emails and letters and recordings of telephone calls

We may also hold sensitive personal information relating to your health, special needs or alleged or actual criminal offences, if relevant.

When you provide us with information, you will be told what we will use it for and who we will share it with. We may also receive personal information about you from local authorities, benefits authorities and government bodies, including information about applicants for housing from Durham Key Options.

What do we do with your information?

Your information will be shared with our own staff and with our subcontractors, to the extent that is necessary for the staff member or subcontractor to provide you with the service you require or for other closely related purposes. These will include:

  • To manage your tenancy, assess your compliance with your tenancy agreement and manage and maintain your livin property
  • To contact you about a submission you have made to the website
  • To analyse and improve our services
  • For internal record keeping
  • For job applicants, in relation to your application
  • For other legitimate business purposes
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address you have provided
  • From time to time, we may also use your information to contact you for market research purposes, eg to obtain feedback about the service you have received.

You may opt out of receiving marketing and other information, such as surveys from us or our partners, at any time by contacting us.

How long will we keep your information?

We will keep your information for as long as necessary to provide the relevant service and in accordance with our retention and disposal guidelines. We normally retain data for seven years after the end of a tenancy and will retain some basic information (including name and length of tenancy) indefinitely.

How can you find out what information we hold about you?

Under the Data Protection Act 1998 you have a right of access to personal data held on you. This is called a subject access request. There are certain exceptions to this right. In particular, we may not be required to give you access to personal information which is about another individual or which has been provided by a third party, without their consent.

If you want to see the information we hold on you or wish to request a copy, please contact the customer service centre on A fee may be payable in respect of such requests and we may ask you for proof of identity. If someone is requesting this information on your behalf, you will need to provide written confirmation to evidence your consent for us to release this.

If you find information that is wrong, you should tell us and we may correct it or put a note on the file.

Who will your information be shared with?

We will usually ask for your direct consent to use and share your personal information (especially if it is sensitive) at the time that you provide the information, for example when filling in an application form or signing your tenancy or support agreement. However, sometimes it may be necessary to share your information without consent for example in order to detect or prevent a crime or if we are required to do so by law.

We may share your personal information with other agencies or organisations where appropriate, such as but not limited to: subcontractors, government agencies and departments, police, local authorities, social services, managing agents, contractors (including our market research contractor), utility companies, commissioners, tracing agents and debt collection companies, credit reference agencies and with other bodies for the prevention and detection of fraud.

When we share information, we do our best to ensure it is kept secure and used properly. We will not transfer your personal information outside the European Union.

We do not share your personal information with third parties without your consent, unless it is for a legitimate business reason, as required by law or other legal processes, or with a secure contractor who carries out data processing operations on our behalf. We never sell your personal information.

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