Hyde privacy notice

What is in this notice?

A privacy notice explains what personal data we process, when and why it’s used and how it’s stored.

This privacy notice applies to personal data held by the Hyde Group about housing applicants, residents, tenants, leaseholders, and any other customers of Hyde. Where processing is carried out by the Hyde Foundation, Hyde New Homes, or any other platforms you’ll find a link to those privacy notices.

Our privacy policy also applies to our Hyde MyAccount mobile app (available on IOS and Android).

  • 1. Why do we collect your data?

    Any personal data we collect about you will be strictly in accordance with UK Data Protection Legislation (including the UK General Data Protection Regulation (UK GDPR), tailored by the Data Protection Act 2018).

    We collect your personal data to provide you with housing services which are part of your contract with us. We’re required to use your personal data to fulfil our legal regulatory obligations. This includes monitoring equality, diversity and inclusion or to prevent and detect fraud and illegal subletting (under the Prevention of Social Housing Fraud Act 2013).

    Hyde has a further responsibility regarding safeguarding individuals. When your personal data is used for this purpose, it’s processed as part of Hyde’s public task. When special category personal data (health or disability) is processed about you this is for reasons of substantial public interest unless otherwise specified.

    There are times when we’ll rely on your consent to process your personal data. We’ll always let you know at the time you give consent, and you always have the right to remove this consent and we’ll stop your personal data being used for this purpose. In the rare situations of where processing of a child’s data relies on consent, we will follow best practice and determine best course of action on a case-by-case basis.

    In some cases, we process your personal data because there's a legitimate interest to do so. When this is the case Hyde will always consider your interests before this processing begins and balance the rights and freedoms of our customers against the personal data processing being proposed. Some examples of this include CCTV monitoring of properties, Security of infrastructure and physical property and Market research and customer feedback.

  • 2. What do we collect?

    We collect personal data about you to ensure our services work for you and in doing so create safer, efficient, and affordable homes and achieve our mission in creating a great home for everyone. Personal data could be any information that relates to you, this could include information within your Hyde customer record, any notes, letters or emails to or from you, photographs that show you or any other form of data. We may at times collect special category personal data (for example health, disability information, religious beliefs, sex life and orientation or race and ethnicity) to further ensure we comply with our legal obligations and best adapt our services to our customers.

    When interacting with Hyde we will at a minimum collect your name, contact information and if using our website your IP address. Other data collection will be dependant on the relationship you have with Hyde and can include, identity information, repairs history, queries and complaints, payment records, opinions and feedback. 

    The personal data we collect comes from a number of sources. They include when you apply for one of our properties or services, complete one of our forms, when you call, write, email, meet with us, or respond to a survey. You can read more here about how we measure customer satisfaction.

    We’ll collect, use and store personal data about you and other household members so that we can provide the services you need. These include repairs and maintenance, rents, transfers, sales and anything to do with your tenancy. When you provide personal data about household members, we assume that you do so with their full knowledge and consent.

    Personal data about you may also be provided to us by other organisations and third parties. This might include statutory organisations or local authorities (eg Department of Work and Pensions or HM Revenue & Customs), support organisations you have worked with or partner organisations working on our behalf (eg repair contractors).

    Personal data we collect from you will usually form part of your customer record which keeps a log of interactions Hyde has with you. We aim to keep your personal data accurate, up to date, and well protected and with the use of MyAccount, give you access to what we hold in your record.

  • 3. How do we use it?

    We use your personal data primarily for the fulfilment of your contact, in the management of properties and services, and to comply with our legal obligations. This includes contacting customers about changes to their home or tenancy, organising repairs or taking payments. If our information suggests that you might be vulnerable because of age, ill health, or other factors, we may contact you to provide additional support.

    There are times we’ll use your personal data outside of what is necessary under the contract you have with us. This could relate to contacting you to provide additional support around rent payments, informing you of social value projects or supporting customers at risk of homelessness. In these cases, you’ll be informed of the use of your personal data and can object to its use for this purpose.

    Wherever we look to improve your experience and the way our services work for you, this can change how your personal data is processed. In these cases, our independent Information Governance (InfoGov) Team complete due diligence to consider the use of your personal data and balance this with your rights and freedoms.

    The following list outlines some of the reasons we may process your personal data.

    • Property management and maintenance
    • Responding to queries and complaints
    • Management of payments including rents and charges
    • Sales of properties and aftercare/regeneration support
    • Fulfil obligations under tenancy/lease agreements
    • Provide a safe home and annual compliance checks
    • Service improvements
    • Events management and invites
    • Communications for various service messages
    • Compliance and governance requirements like CORE.
    • Safeguarding and health and safety
    • obtain feedback and carry out market research
    • manage any remedial works required to your home and, if necessary, provide temporary accommodation to you
    • Administration of legal claims or court action
  • 4. Where do we keep it?

    All personal data we hold is kept secure. We have a security strategy, both physical and digital, to ensure the protection of your personal data that we hold. Our cyber security strategy is aligned to recognised frameworks to provide full protection of the digital personal data we hold and ensure its confidentiality, integrity, availability, and resilience.

    We (or third parties acting on our behalf) may store or process personal data we collect about you in countries outside the European Economic Area (EEA). Where we transfer your personal data outside of the EEA, we’ll take the required steps to ensure your personal data is protected to the standard required by UK Data Protection Legislation.

  • 5. How do long we keep it?

    We’ll hold your personal data on our systems for as long as it is necessary for the relevant activity or service we provide to you, or as required by law. We follow the data retention schedules set by National Housing Federation Guidance as best practice. Personal data forming part of your customer record is usually retained for six years after you are no longer a Hyde customer.  

    Where there is no retention set by legalisation or industry best practice, we will only hold your personal data for the purposes we originally stated and once those purposes are met, we will either anonymise, (removing any links to you) the information if we feel any of it may be of organisational value or we will delete it.

    At times we might keep your data for longer, this is valuable to us in making good decisions now and in the future. We perform analysis, reporting and research in a way which ensures there’s no risk to you, and we continue to comply with our legal obligations. We take steps to de-identify your data, so it's anonymised or pseudonymised to ensure your confidentiality and we’re only keeping what is necessary. 

    While we hold your personal data, we want to make sure it is accurate, up to date and well protected and that you understand how we use it. You can view and update your personal data using MyAccount.

  • 6. Any personal data we may share

    There may be situations where it’s necessary for us to share your personal data with others. Where this is the case, we’ll only share this personal data when we’re required to do so by the law and in line with our obligations under UK Data Protection Legislation. Examples include, situations involving the prevention and detection of crime, to safeguard customers where they may be at risk or when ordered by the Court.

    We have a legal obligation to collect, process and share personal or special category personal data with certain third parties without consent such as government departments, law enforcement agencies or utility companies. This includes sharing as part of Continuous Recording of Social Housing lettings and Sales (CORE) (PDF, 168KB). Sharing is also required to some agencies committed to protecting public funds and/or preventing fraud in line with the National Fraud Initiative.

    We’ll also share your personal data with organisations that we contract or partner with to provide services to our customers, such as our contractors to facilitate repairs, maintenance or improvement works. When we use third party service providers, we only disclose the personal data that’s necessary to deliver the service and we have a contract in place that requires them to keep your personal data secure as required by UK Data Protection Legislation.

  • 7. Your rights

    You have several rights which allow you to choose and control how we use your data. These rights are explained below. If you would like to exercise these rights, please see Section 9: Who to contact.


    You have the right to be informed about how we are using your data. This Privacy Notice gives a general overview of the use of your data in Hyde and clear information about how your data is used whenever you interact with one of our platforms.


    You have the right to ask us what personal information we hold about you, in the form of a Data Subject Access Request (DSAR). You should make a request using the DSAR Webform. Please note, if we consider that the request is manifestly unfounded, excessive, or repetitive, we can charge a reasonable fee. This fee will be based on the administrative cost of providing the information.


    If you think that the personal data we hold about you is inaccurate or incomplete, you have a right to request that it be rectified. Remember, you can also update and check your personal data we hold anytime using MyAccount


    You can ask us to delete your personal data where it is no longer necessary for us to use it, where you have withdrawn consent (if we process based on consent), or where we have no lawful basis for keeping it.


    You can ask us to restrict the personal data we use about you where you have asked for it to be erased or where you have objected to our use of it.

    Data portability

    You can ask us to provide you, or a third party (if possible), with some of the personal data we hold about you in a structured, commonly used, electronic form so that it can be easily transferred.


    You can object to the processing of your personal data. You should note that this right does not apply in all circumstances, for example, where we are processing information because it is necessary in the performance of a contract we have with you, we will not be able to stop processing this information.

    Automated decision making and profiling

    We always take steps to ensure automated decision making and profiling at Hyde is done in a fair way but you can ask us to review any decisions that are determined by automated means. You can also object to our use of your personal data for profiling. These systems are used at Hyde to assist to identify data patterns for financial and welfare support.

    You have rights which allow you to choose and control how we use your personal data. A full summary of these rights is outlined on the Information Commissioner’s Office (ICO) website.

  • 8. Cookies

    Cookies are small text files which are transferred to your computer or mobile phone when you visit a website or app. Necessary cookies are used on this website which enable core functionality such as page navigation and access to secure areas. The website can’t function properly without these cookies and can only be disabled by changing your browser preferences.

    Some cookies are used to make our website work better for you by adding accessibility features, such as the ability to increase or decrease font size, and the Google translate. We use others to anonymously track visitor behaviour so we can understand how the website is used to make improvements.

    At any time, you can control the cookies you’re using with our cookie tool, which is accessed by clicking the small icon in the bottom right corner of the screen.

    Please remember, this Privacy Notice only covers this website and the overall approach to how Hyde processes personal data. Any other services will have their own Privacy Notices and inform you of how your personal data is processed.

  • 9. Who to contact

    Hyde take the processing of your data seriously and will also take steps to protect and secure this information. It’s important to remember that even with all the good measures in place sometimes things can happen in error or outside of our control. In these cases, the InfoGov Team will ensure these incidents are fully investigated and steps are taken to resolve any issues and ensure there is no recurrence of the issue.

    If you’re not satisfied with the way we’ve dealt with your personal data or have any questions, please let us know and we’ll try and resolve your concerns. You can contact us with a general enquiry or if you’re not satisfied with the outcome, you can make a formal complaint. Alternatively, you can contact:

    Data Protection Officer

    Zoe Ollerearnshaw, Group Company Secretary
    [email protected]

  • 10. Appendix ICO reference numbers

    Registration Numbers

    Z547722X   Hyde Housing Association Ltd

    Z788316X   Partners For Improvement in Islington Limited

    Z5258353   Martlet Homes Ltd

    Z9383537   Hillside Housing Trust Ltd

    Z9400659   Hyde Charitable Trust

    ZA191353   Hyde Vale Limited

    Z7283806   Hyde Southbank Homes Limited

    ZA753301   Brent Co-Efficient Ltd

    ZA753345   Hyde New Build Limited

    ZB459920   Halesworth Limited (TBC – Now Hyde Halesworth Ltd)

  • 11. Access to Information Scheme (ATIS)

    Access to Information Scheme (ATIS) publication scheme

    April 2024 - The Hyde Group are currently developing a publication scheme in line with requirements under the social housing access to information scheme.

    In the interim, if you would like any information under ATIS please use our data request form.