Privacy Notice

Merthyr Valleys Homes Privacy Policy

Our contact details

Name: Merthyr Valleys Homes

Address: Ty Brychan, 22 Lansbury Road, Gellideg, Merthyr Tydfil, CF48 1HA

Phone Number: 0800 085 7843 OR 01685 727772

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

The type of personal information we collect

We currently collect and process the following information:

Personal data

  • Your address
  • Household’s names
  • Dates of birth, for everyone in the household
  • Contact details, including home telephone number, mobile telephone number, and email address
  • National Insurance number and
  • Records of any transactions such as payments or requests for information

Special category data

  • Race
  • Gender
  • Ethnicity
  • Religion or other beliefs
  • Sexual orientation
  • Medical history
  • Physical or mental health or disability status
  • First language, or whether you need information in larger font, or braille.

Criminal offence data

  • Criminal convictions or offences.

How we get the personal information and why we have it

i) Most of the personal information we process is provided to us directly by you for the following reasons:

  • When you fill in an application form for housing and bid for one of our properties
  • When you accept an offer of one of our properties
  • When you request a move to another property
  • When you request any of our services, and fill in any of our forms
  • When you voluntarily complete our customer surveys
  • When you provide feedback or make a complaint
  • When you visit our website, contact us by email or phone our offices
  • When you complete forms when you move into one of our community living schemes
  • When you volunteer with us
  • From CCTV cameras which are there for security, and the prevention and detection of crime, and for staff safety and monitoring purposes
  • When your child(ren) attend Merthyr Valleys Homes’ youth club, or specific workshops, or day trips
  • Additional personal information that you have provided to us in the course of landlord/occupation contract throughout the period that you rent with us.
  • You have agreed to become a member of MVH

All telephone calls made to our Contact Centre are recorded and are used to coach staff and improve the services that we provide to you. Call recordings are retained for 42 days and then deleted, unless you make a complaint or a Data Subject Access Request within this timeframe; and we will then be able to retain the recording for a longer period.

ii) We also receive personal information indirectly, from the following sources in the following scenarios:

  • The Local Authority, through the common allocations policy and common housing register, to enable us to assist you with housing
  • The Local Authority when you apply for a Disabled Facilities Grant, so that we are aware of any changes required to our property
  • The housing benefit department at the local authority so we know how much rent we are going to get, and so that we can assist you with any claims
  • The Department of Work and Pensions
  • The Police
  • The National Health Service
  • Website usage via cookies

We use the information that you have given us in order to:

  • Allow us to perform our contract with you and to enable us to comply with legal obligations. In some cases, we may use your personal information where it is in the public interest (or for our official purposes) or to pursue legitimate interests.
  • Provide you with housing accommodation and to communicate and provide services which meet your needs.
  • Monitor your compliance with the occupation contract
  • Ensure that we meet all our legal and statutory duties such as those which apply under the Equality Act 2010.
  • Help with crime prevention and the prosecution of offenders.
  • Protect individuals from harm.
  • Provide you with welfare services, including advice and appropriate support.
  • Carry out research and provide anonymised information to improve our services.
  • Manage repairs and alterations to our properties.
  • Contact next of kin in case of an emergency.
  • Ensure that our colleagues and contractors are safe when they visit your home.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at: This email address is being protected from spambots. You need JavaScript enabled to view it..

You can also complain to the ICO if you are unhappy with how we have used your data.

Information Commissioner's Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 113
ICO website: https://www.ico.org.uk

Changes to this privacy notice
We reserve the right to update this privacy policy at any time.