3. Where we get your information from
We collect personal information from you as the service user through online web forms, hard copy application forms, e-mail, by telephone, through face-to-face discussion or by recording of your telephone call if calling our main customer support centre (or our Council Tax, Business Rates and Benefit Service direct). This information will be collected either from you directly as the data subject, or from a representative acting on your behalf. CCTV images will also be collected if visiting our offices.
When you call our Customer Support Centre, Council Tax, Business Rates or Benefits Service, your call will be recorded however it will be turned off if payment card and bank account details are taken. Call recording will automatically stop if your call is then transferred to another service.
We have installed CCTV systems in some of our premises for the purposes of public and staff safety and crime prevention and detection. CCTV cameras are operating within our private interview rooms, with clear signs displayed providing details of who to contact for further information about the scheme. They also have voice recording facilities which may be switched on if the interviewing officer feels that it is appropriate. You will always be notified in advance if the voice recording is being switched on.
Information regarding your tenancy, rental charge etc., is sometimes supplied by your landlord including Housing Associations.
We also receive information directly on a daily basis from the Department of Work and Pensions regarding both you and your family’s entitlement to benefits they administer and details of earnings.
If you fail to provide certain information, we may not be able to provide the service you have requested.