How we use your information

We take your information very seriously.


Our privacy notices set out what information we collect, why we collect it, who we share it with and how we safeguard it. This varies slightly depending on the service we are providing. You can download a copy of the relevant privacy notice below.



Appropriate Policy Document


As a Registered Social Landlord, Citizen processes special categories and criminal offences data for the following purposes: Employment; Criminal Offences; Fraud and Safeguarding. The Appropriate Policy Document. Schedule 1 Part 4 of the Data Protection Act 2018, requires us to have in place this document, called an “Appropriate Policy Document”, when we rely on certain conditions for processing the above mentioned data.


You can read our Appropriate Policy document here.


If you would like further help with this privacy notice in relation to translation, voice, visual, motor and cognitive requirements then please get in touch.


Links to other websites

The Citizen privacy notices do not apply for links to other websites. Therefore, Citizen strongly recommends reading privacy notices, policies and statements on other websites visited before providing any personal data, or entering into any form of agreement.

Read our privacy notices to see what information we keep and how we use it.

How we keep your information safe

During your tenancy we collect lots of personal and sensitive data, and we take keeping your data safe very seriously. To accomplish this, we have our own expert teams and use a mature information security management system so that your data will be treated appropriately and won’t end up in the wrong hands. To achieve this, we use a three-layered approach: People, Processes and Technology.


We use a number of technology solutions to control how your data is secured and accessed. Our technology covers multiple levels of our systems to ensure we can control your data from end to end. All our users are trained in the best ways of handling personal data, are kept informed on potential threats to that data, and follow strict policies and procedures to ensure security is kept to a high level.


We use both internal and external independent testers and auditors to ensure weaknesses are identified and put right.


Rest assured, we have put a combination of approaches into place. All staff are trained before handling your data and are aware of their responsibility in relation to this.

The safety of your personal data is our top priority.

Who we share your information with

Sometimes we need to share your information with suppliers.


Depending on the service they provide on our behalf will determine the data we share with them.


Rest assured, when we share data with them, we take a number of steps to ensure your data is kept safe and secure.

We share data with:

  • Auditors
  • Builders Merchants
  • Carers
  • Central Government Departments
  • Charitable organisations
  • Consultants
  • Conveyancers
  • Estate Agents
  • Family members
  • Financial Institutions
  • Household members
  • Housing Associations
  • Housing Maintenance Contractors
  • Housing Management Agents
  • Housing Support Providers
  • Insurance Companies
  • Local authorities
  • Management Companies
  • Next of Kin
  • NHS
  • Police and other emergency services
  • Security Services
  • Service companies
  • Software companies
  • Solicitors and legal advisors
  • Surveyors
  • Recruitment Agencies
  • Regulators
  • Removal companies
  • Training Service Providers
  • Utility companies
  • Voluntary organisations

How long we keep your information

Our Data Retention Schedule sets out how long we keep your information.


It breaks down the periods we keep data based on the type of information it is.


Read our Data Retention Schedule here.

We will only ever keep your data as long as we need to

Your rights

Legislation gives you certain rights regarding your data.



The right to be informed


You have the right to be informed about the collection and use of your personal data. When we collect data from you we provide you with Privacy notices which details:

  • The purposes for processing your personal data
  • Our retention periods for that personal data
  • Who it will be shared with

The right of access


You have the right to access your personal data and supplementary information. This right allows you to be aware of and verify the lawfulness of the processing. For more information about this subject, complete or download the Subject Access Request Form to request your personal data.


Right of rectification


The GDPR includes a right for individuals to have inaccurate personal data rectified, or completed if it is incomplete.

In certain circumstances we may refuse a request for rectification.


Right to erasure


The GDPR introduces a right for individuals to have personal data erased. It is known as “the right to be forgotten”.

The right is not absolute and only applies in certain circumstances.


Right to restrict processing


You have the right to request the restriction or suppression of your personal data. This is not an absolute right and only applies in certain circumstances.

If we agree to your request to restrict processing we will store your personal data, but not use it, however this may impact on the services we can provide to you.


Right to data portability


This right allows you to obtain and reuse your personal data for your own purposes across different services. It allows you to move copy or transfer personal data easily from one IT environment to another in a safe and secure way, without hindrance to usability.


Right to object


You have the right to object to:

  • Processing based on legitimate interests or the performance of a task in the public interest/exercise of official authority (including profiling)
  • Direct marketing (including profiling)
  • Processing for purposes of scientific/historical research and statistics

If you think the data we hold is inaccurate or incomplete, or you want to exercise any of these rights, you can make a request verbally or in writing, and we will respond within a month of receiving the request. You can do this by contacting our customer service centre.

You can exercise these rights at any time. If you make a subject access request we’ll respond within a month.

Links to other websites

The Citizen Privacy Notices do not apply for links to other websites. Therefore, Citizen strongly recommend that you read the Privacy Notices, policies and statements on the other websites you visit before providing any personal data, or entering into any form of agreement.

Appropriate Use Notice - File Uploads

Please read this Appropriate Use Notice carefully before uploading any images/videos/documents to Citizen Housing Group Ltd (Citizen).


You must not use our website in any way that is unlawful, fraudulent, or harmful. The laws of England and Wales shall govern your use of this website and you agree to submit to the exclusive jurisdiction of the English courts.


Any images/videos/documents you submit must be for the purpose of providing us with information relevant to the relationship you have with Citizen. In submitting such images/videos/documents, you freely agree, to grant us, without charge, permission to use the material in line with our Housing Customers Privacy Notice –


You may only provide an image/video of yourself, or if the image/video is of a member of your household, you must have obtained their permission for inclusion.


Images/videos/documents that seek to cause offence, or portray hatred, racism, sexism or any form of bigotry, discrimination or acts of violence will not be tolerated.


Any images/videos/documents that are uploaded that fail our criteria, for acceptance, will be either deleted or referred to the appropriate enforcement agency for action.