Your relationship with us determines what information we collect from you.
We aim to limit the amount of information we process to that which is reasonably necessary to provide you with our services.
We will not combine information given for one purpose with other non-compatible purposes.
The types of information that we collect from you can be categorised as:
Personal Information
This is information includes your:
– name (including any previous names);
– date of birth;
– gender;
– nationality;
– residential status; and
– national insurance number.
This type of information we may have collected from you when you were accessing a service or applying for/entering into a contract with Karbon.
Special Category Information
In order to access some Karbon services and for legislative requirements it may be necessary to collect your special category information.
This type of information includes, for example, details on your:
– marital status;
– race;
– ethnicity; and
– physical or mental health medical needs.
Criminal convictions, offences and behaviours
In order to be offered a tenancy; and to manage anti-social behaviour cases, it may be necessary for you to declare any unspent criminal convictions, offences or behaviours and in some instances agree to have a DBS (Disclosure and Barring Service) check. If we ask you for this information, we will always let you know at the time why it is necessary.
Personal Contact Information
This is the information that you have given us so that we can contact you and includes:
– telephone numbers;
– email addresses;
– alternate postal addresses; and
– Next of Kin details
Account Login Information
If you set up an online account with Karbon this would refer to the username, password and answers to the security questions you would have used in order to manage your online account.
Technical Computer Information
This is information about the device you have used to access a website, platform, wifi service or portal. This information is usually collected through cookies and can include the IP address, MAC address, source and destination traffic information, operating system and browser; if accessing through a smartphone this can also include the phones unique ID.
Customer / Visitor Feedback
This is information you voluntarily share with us about your experiences with Karbon and includes unsolicited comments, suggestions and feedback which is typically collected in surveys, user groups, contact forms, website or social media comments and emails.
The information is used to improve services; know more about our tenants/communities or establish if there are any gaps in what we are doing. Individuals can provide feedback voluntarily at their discretion.
Social Network Information
This refers to any information that is part of your profile on a third party platform such as Facebook and Twitter, that you allow to be shared with us, this is usually your name and profile picture but may also include your date of birth and email address. Information on social media will not be used by Karbon outside of the social media platform you contact us via, unless you request us to contact you otherwise.
Third Party Information
There are occasions where we obtain information from other sources about you, depending on the purpose this will include personal information, special category information and contact information and this information may be used for the purposes set out above. These sources might include local authorities and health services; the police; previous employers or fellow tenants or residents, for example.
Images and Sounds
At our offices and some of the premises that we manage, we operate surveillance camera systems, this is done in order:
– to help deter and / or detect crime, anti-social behaviour or breaches of contract;
– to provide evidential material for court or alleged misconduct and / or holding disciplinary hearings;
– to help reduce the fear of crime;
– to provide assistance in the overall management of public safety;
– for staff monitoring and safety; and
– to enhance community safety.
The locations where there are surveillance camera systems will be clearly marked by appropriate signage at entrance ways and near the camera locations. These systems will record images and / or sounds, which will always be indicated on respective signage.
Covert Recordings
There may be occasion when surveillance camera systems will be used covertly and signage will not be present as:
– telling someone that we are making the recording would seriously prejudice the reason for making the recording; or
– there is good cause to suspect that an illegal or unauthorised action(s) or breach of contract, anti-social behaviour or crime and disorder is / are taking place or about to take place.
We will comply with the requirements of the Regulation of Investigatory Powers Act 2000 (RIPA) when operating covert surveillance camera systems.
We will only carry out such recording for a limited and reasonable amount of time consistent with the objectives of the monitoring and only to detect a specific activity.
We will fully document all covert recordings showing who made the decision to use covert monitoring and why.
Call Recordings
Calls received by or made to the Group may be recorded, this is done to provide an exact record of a telephone conversations in order to:
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- Help identify colleague training needs, improve performance and the customer experience;
- Help protect colleagues from abusive or nuisance calls;
- Provide assurance of the Groups quality standards and policy adherence;
- Support call levelling sessions and individual feedback;
- Ensure the Group complies with regulatory procedures and to provide evidence in the event of a dispute or complaint;
- Ascertain and demonstrate that calls are accurately transcribed onto the case management system;
- Be used as evidence in the event that a colleagues conduct is deemed unacceptable;
- Demonstrate transparency; and
- Prevent or detect crime or safeguarding requirements.
