We can help you understand what to expect from your tenancy with us. From signing the legal documents, moving in, leaving your home or transferring to a new property we’re here to support you.
Managing Your Tenancy
Your tenancy agreement is the document you sign when you agree to become the tenant of your home. It is a contract between you and us and records information such as your name, the date you became our tenant and your rent and other charges. It also lists the other conditions you must keep to as a tenant.
When you first become a tenant you will hold a probationary (‘starter’) tenancy for the first 12 months. At the end of this time, we will review your tenancy and grant you an assured (‘lifetime’) tenancy if we are satisfied that you have kept to the agreement. If you have been a tenant with us prior to our transfer in April 2012, you are likely to hold an assured tenancy with protected rights – all the rights you had with South Lakeland District Council.
If you have any problems keeping to the terms and conditions set out in your tenancy agreement, please tell us straight away and we will do what we can to support you.
Changes Of Tenancy
In some circumstances, it is possible to transfer your tenancy to a spouse, partner or family member, this is known as assignment. You can only transfer your tenancy to a family member with our approval. Swapping your tenancy (mutual exchange) with another housing association or council tenant is also classified as an assignment.
A partner or adult family member may be able to take over your tenancy if you die, this is known as succession. Your tenancy will automatically transfer to any remaining joint tenant. If there is no remaining joint tenant, the tenancy can pass to someone eligible, as long as the tenancy did not pass to you by succession.
If nobody is entitled to succeed to your tenancy, we will serve a notice to end the tenancy. If you live at the property but do not succeed to the tenancy, you will have to move out and find your own accommodation.
Ending Your Tenancy
If you would like to end your tenancy, you must give us four weeks’ noticem but on death of a tenant we will not insist on four weeks’ notice. Please remember that you must leave the property in a good condition and failing to do so can result in been recharged for the cost of putting this right. You should remove all of your belongings and rubbish from the property.
Keys to the property need to be returned to the Kendal or Ulverston office on the day your tenancy ends by 12 noon. If the keys are not returned by this time you may be charged an additional rent for each week you keep hold of the keys.
Rights And Responsibilities
To have a cat, dog or similar animal you will need to contact us to ask permission. We usually say yes, but you must be a responsible pet owner meaning that you pick up after your animal and keep it under control at all times. We will refuse permission if you ask to keep any illegal dog breeds or any other animals that appear to be bred for fighting.
You are responsible for dealing with wasps, ants, insects, rats and other pests and vermin in your home. If you are aged 63 and over we will send someone to treat these on your behalf.
Gardens & Trees
You are responsible for maintaining your own garden, keeping it clean, tidy and the grass cut. If you have a garden timber shed, you are responsible for maintaining and repairing this. In some cases, we will only fit new fencing to the front of your home. However, we are not responsible for fencing round the perimeter, this is your responsibility or a shared responsibility with your neighbour. Trees that are situated in your garden are your responsibility and we take responsibility for trees in shared areas.
Parking & Vehicles
You and your visitors are responsible for parking considerately. We will not allow for untaxed or un-roadworthy vehicles to be stored at your home and work closely with the police and DVLA to deal with abandoned vehicles. You must seek permission to park caravans or motor homes on your drive or in communal parking areas.
Data Protection and Privacy Information
1.5 We can be contacted by using the contact details at section 27.
2.1 South Lakes Housing is an independent, not for profit housing association established in March 2012. SLH is the largest provider of affordable rented housing in South Lakeland, Cumbria managing over 3,000 homes.
2.2 We recognise our responsibilities as a provider of services which involve the processing of personal information and we take great care to protect the personal information that we process. We operate and maintain a comprehensive information governance management system comprising several policies and procedures, a record keeping system, document management system, internal audits and periodic external audits.
2.3 We are registered as a data controller in the United Kingdom and our registration number is ZA007139. Refer to the Information Commissioner’s Office (ICO) website www.ico.org.uk ‘Register of Data Controllers’ for further information.
3.1 The Director of Corporate Services has overall responsibility for our privacy and data protection compliance. The IT Manager is responsible for the application of our privacy and data protection arrangements. The Audit and Risk Committee is chaired by the Assistant Director (Quality & Performance) and is responsible for monitoring the privacy and data protection (’PDP’) record keeping system; ensuring our day-to-day work practices conform to the high standards we expect; and for reporting through the IT Manager to the Director of Corporate Services the standards maintained regarding our information governance.
4.1 We collect a wide variety of personal information from a wide range of sources in order to run our business activities. We maintain a register of data collection activities and perform periodic reviews of our data collection activities and processes in order to test that they conform to our expectations. We aim to only collect information that is necessary for us to perform our business operations efficiently and effectively. We periodically review our data collection arrangements.
4.2 We aim to provide any person whose information we are collecting with sufficient information so that they know who is collecting their information and what we intend to do with it. If this information is not obvious from the data capture mechanism, we may choose to provide this information in the form of a Privacy Statement or Fair Processing Notice on or linked to a data capture form.
4.3 Below are listed some of the data sources we use, the nature of the data we collect and the reasons why we collect and process it.
4.4 Customer Data. The primary reason for us holding and using information about you is to enable us to fulfil our obligations to you set out in your tenancy agreement with us. The tenancy agreement is a contract we have with you and this forms the legal basis for us to process your data for this purpose. The data processing activities we undertake in pursuit of this purpose include: handling rent payments, arranging for repairs and maintenance on your property, providing customer services to you.
We also undertake other data processing activities related to the purpose of managing our relationship with you including: keeping documents such as emails, notes, reports etc. from/to, or about you, recording telephone calls for customer service and employment training, managing rental arrears and chasing debt, sharing data with third parties such as utility companies to ensure that you receive services such as power and water to your property. Clearly our tenancy agreement with you does not require us to handle your data in this way and we undertake these processing activities in pursuit of our own legitimate interests as a professional organisation.
We will not share your personal information or use it to contact you if you ask us not to. However, we sometimes share this information with other third parties for the purposes of crime prevention and the prosecution of offenders.
4.5 Financial Information. We use your financial information to process payments for services that are purchased from us and for fraud detection and prevention.
4.6 Employee Data. As an employer we collect and process information about applicants for jobs and details about the people that we employ.
Other Data Collection
4.7 We use ‘cookies’ on our web sites that allow us to recognise returning system users and customise their experience. Cookies can collect and use data. Please see section 14 below for full details of the type of cookies we use, why and how we obtain your consent to use them.
4.8 We operate CCTV systems at our office which collect data to help us to maintain a safe environment within our offices. We also use the CCTV information for the purposes of security and crime prevention
4.9 We use the entire collected data set to analyse customer behaviour to help us to improve our products and services, to build a profile for each customer, and to predict customer interest/behaviour.
5.1 We know that the organisation will gather information related to children and young people and that we collect and process their personal information through the course of our activities. We attempt to collect date of birth information on data capture forms to allow us to identify young people and to treat data relating to young people and adults separately. We encourage young people to obtain the consent of their parents or legal guardian before submitting their personal information to us.
6.1 Our policy is to process personal information in a fair, transparent and lawful manner.
6.2 In general, we aim to only process personal information with the consent of the data subject. In most cases people will complete a data collection form and submit it to us. We aim to provide sufficient information regarding how we will use the data at the point data is collected to allow the person who is completing the form to make an informed choice whether or not to give us their personal information.
6.3 In exceptional circumstances we may process personal information without the consent of the data subject and will rely on the exemptions set out in the Data Protection Act 1998 (‘the Act’) that allow for this or on our legitimate interests to process personal information as a business. In the latter case we would always seek to consider our interests with the rights of individuals in order to make a balanced judgement whether to process personal information without the consent of a data subject.
7.1 South Lakes Housing operates one website and a customer portal. The information that we collect from the web is used to maintain a list of registered users and ability for you to view information regarding your tenancy agreement with SLH.
8.1 It is our policy to expect those who provide us with their personal information to keep us informed of any changes to the information that we may hold about them. If data subjects bring inaccuracies to our attention we will apply corrections to the data that we hold about them.
9.1 On occasions we attempt to enrich the data that we have collected through our own activities with information from other sources to help us to more accurately profile our customers and prospects.
10.1 We maintain a computer-based preference centre system to manage the contact preferences of our customers in order to satisfy our obligations under the Privacy and Electronic Communications Regulations 2011.
10.2 Where you have given your consent, we will use the information you provide to send you information and offers relating to, and/or from the organisation.
10.3 Each data collection activity will normally contain a mechanism for customers to opt out of SLH contacting them with marketing information. Customers may change their preferences by contacting us at via the contact details at section 27 below.
11.1 We maintain a Data Retention Policy in which our retention periods are defined – in general we retain personal information for as long as is necessary to fulfil the purposes for which it was collected and/or in order to comply with our legal obligations. Once personal information passes its retention deadline it is deleted and destroyed in accordance with our Data Destruction Policy.
12.1 We are aware of the rights of individuals as set out in the Act and in general of the right to fair processing of their information and we aim to uphold those rights in the processing that we undertake and in our approach to information governance.
12.2 You have the right to:
- see a copy of the information that we hold about you;
- ask that the information we hold about you is corrected;
- ask that we stop sending you marketing information; and
- request that we remove your personal information from our database.
12.3 We apply a policy of levying a fee for any request from you to see a copy of the information that we hold about you (known as a subject access request), this is currently £10.00. For further information about our information governance regime or to exercise any of your information rights please write to us as set out at the address below.
13.1 We control access to data on a need-to-know basis to ensure that our employees and agents only have access to the information that they need to perform their job/function. Employees are required to sign an Acceptable Use Policy before they are allowed to use the organisations IT assets and process SLH’s data.
14.1 In common with many other website operators, we may use standard technology called ‘cookies’ on the website. Cookies are small pieces of information that are stored by the browser on a computer’s hard drive and they are used to record how people use and navigate websites.
14.3 We use the following categories of cookies on the website:
- Category 1: Strictly Necessary Cookies
These cookies are essential in order to enable you to move around the website and use its features. Without these cookies, services you have asked for such as remembering your login details or raising repair items cannot be provided.
- Category 2: Performance Cookies
These cookies collect anonymous information on how people use the website. For example, we use Google Analytics cookies to help us understand how customers arrive at the website, browse or use the website and highlight areas where we can improve areas such as navigation and marketing campaigns. The data stored by these cookies never shows personal details from which your individual identity can be established.
- Category 3: Functionality Cookies
These cookies remember choices you make such as the country you visit the website from, language and search parameters such as size, colour or product line. These can then be used to provide you with an experience more appropriate to your selections and to make the visits more tailored and pleasant. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
- Category 4: Targeting or Advertising Cookies
- Category 5: Social Media Cookies
These cookies collect information about your browsing habits in order to make advertising more relevant to you and your interests. They are also used to limit the number of times you see an advert as well as help measure the effectiveness of an advertising campaign. The cookies are usually placed by third party advertising networks. They remember the websites you visit and that information is shared with other parties such as advertisers.
14.4 Most browsers automatically accept cookies, but you can usually change your browser to prevent cookies being stored. Please note, if you do turn cookies off this will limit the service that we are able to provide to you and may affect your visitor experience.
14.5 For further information on cookies and how to switch them off see: www.allaboutcookies.org.
15.1 Where we use third parties to process personal information we do so only within the framework of a written agreement setting out the responsibilities and obligations of each party. We undertake appropriate due diligence prior to appointing any sub processors which may involve us inspecting their data processing site and arrangements. We require all of our sub processors to maintain a high level of governance in respect of any data that we are responsible for.
16.1 We are sometimes asked to disclose personal information as a one-off exercise and we maintain a policy on information disclosures. In the case of a data subject requesting information about themselves we may treat this as a subject access request and we will follow our subject access request procedure.
16.2 Where we are requested to disclose personal information by third parties (e.g. a public authority) we will follow our Third Party Disclosures Policy.
16.3 It is our policy to log all information disclosure requests that we receive.
17.1 We routinely share some of the information that we collect with third parties and maintain an Information Sharing Policy. A privacy risk assessment process is maintained to enable us to objectively consider information sharing requests. Information sharing is only carried out under the scope of an information sharing agreement binding on all relevant parties.
17.2 Sensitive personal information is generally not shared unless there is a compelling and lawful reason to share such information.
17.3 Some information that we collect is shared with external third parties such as United Utilities, Maintenance companies, Riverside, Police and South Lakeland District Council for them to present relevant information to you.
18.1 As a matter of policy we aim to not to transfer any personal information that we are processing outside of the European Union unless (i) it is to a territory approved by the European Commission, (ii) it is to an organisation in the United States of America which is Safe Harbor accredited, or (iii) we have satisfied ourselves that the person with whom we are sharing information is able to uphold privacy and data protection principles to at least the same standard as the United Kingdom. We have a process for assessing the risk posed to the privacy of our data subjects of any overseas processing. The physical location of our data assets is recorded in our Data Asset register.
19.1 We maintain an Information Security Policy which sets out the measures that we use to protect personal data that we are processing and the privacy of our data subjects. The Policy sets out technical measures that are deployed to identify, classify and protect data and assets, access controls used to restrict access to information, testing arrangements, incident logging and management reporting.
20.1 We maintain an asset log of all of our IT equipment including network devices, servers, and PCs, and we also maintain an asset log of our data assets (e.g. key individual databases). We only use equipment of an appropriate specification and quality. We maintain appropriate technical measures to protect data that we process both in respect of storage and transit as set out in our Information Security Policy.
21.1 Once data is no longer required we ensure that it is securely and permanently deleted. We maintain a Data Destruction Policy which specifies the method(s) that we use to destroy data.
21.2 When storage media becomes retired it is securely destroyed. Our Data Destruction Policy sets out the method(s) that we may use to clean and destroy storage media.
21.3 When computers and other data processing equipment is no longer required we ensure that it is appropriately disposed of in accordance with our information security policy.
22.1 We maintain a policy of logging and investigating all information security incidents and near misses. Our Information Incident Policy and Procedure sets out the scope of what we log, how we investigate issues, and the circumstances under which we might report or notify any third parties about such issues. Our aim is to learn from these issues in order to enable us to continually improve our information handling.
23.1 We undertake regular staff training about data protection and privacy. All new employees receive data protection training as part of their induction and all other staff are required to attend periodic refresher training. We maintain records of all training that we undertake. We also undertake regular data protection and privacy awareness activities to keep the matter front of mind for all of our staff including newsletters.
24.1 We have a policy of applying a risk assessment process to any major decisions we are considering that affect the data we are processing (e.g. changing supplier or major platform functionality). We maintain a log of privacy impact assessments.
25.1 We undertake periodic internal audits and an annual external penetration testing using a specialist consulting firm. All audit reports are logged and maintained in a register – audit actions are logged, actioned, and verified as complete. The IT Manager is responsible for the application of our privacy and data protection arrangements.
South Lakes Housing
Bridge Mills Business Centre
Cumbria, LA9 4BD
Tel: 01539 717703
Email: Click the following link https://www.southlakeshousing.co.uk/contact/