Customer Services privacy notice

The following privacy notice applies to Customer Services (Contact Centre and Cashiers).

This notice explains how personal information is going to be used, what it is used for, who it might be shared with and why and for how long it is to be kept.

The council (CBC) is fully committed to complying with The Data Protection Act 2018 and the General Data Protection Regulation (GDPR).

We ensure that your personal data is processed fairly, lawfully kept safe and secure and retained for no longer than is necessary.

The Data Protection Officer for CBC is  Head of Legal and Democratic Services.

If you have any concerns or questions about how we look after your personal information please contact the Data Protection Officer.

What information may be collected

  • Your name
  • Your address
  • Your date of birth
  • Your National Insurance Number
  • Your telephone number, email address or any other contact methods you have available such as social media
  • Your household composition (partner, children and any other person living with you)
  • Your property details
  • Your employment details
  • Your income details (including any unemployment, state or disability benefits)
  • Your health status including medical information (special category data)
  • Your bank account details including debit and credit card details for payments
  • Any other information which is pertinent to your enquiry about Council Tax, Housing Benefit, Housing Allocation, Homelessness, Waste & Recycling, Neighbourhood Services, Rent, Parking Services, Lifeline, Council Rented Garages, Electoral Services, Environmental Health, Hostels, Council Housing including Right to Buy and any other Crawley Borough Council service which is outside of the Contact Centre’s managed services such as any Payments for CBC services, Repairs, Planning, Licensing, Human Resources, IT, Anti-Social Behaviour, Democratic Services, Payroll, Finance, Procurement, Complaints, Community Services and Building Control

Why do we collect your personal information?

  • Deliver services and support to you
  • Manage those services we provide to you
  • Train and manage the employment of our workers who deliver those services
  • Help investigate any worries or complaints you have about your services
  • Keep track of spending on services
  • Check the quality of services

Data Controller

Crawley Borough Council is registered as a Data Controller with The Information Commissioner’s Office (Registration Number Z5327706).

The legal basis for processing personal data

  • Consent of the data subject
  • Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract
  • Processing is necessary for compliance with a legal obligation
  • Processing is necessary to protect the vital interests of a data subject or another person
  • Processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller

The legal basis for processing special category data

  • Processing is necessary for the purposes of carrying out our obligations
  • Processing is necessary to protect the vital interests of the Data subject
  • Processing is necessary for reasons of substantial public interests

Who we share data with

We pass data to:

  • Internal departments
  • Other local authorities (education, social care children, relevant housing, employment and other services)
  • Central Government
  • Other third-party organisations, as allowed by law
  • Other partner agencies that provide services on our behalf
  • Agencies with whom we have a duty to co-operate, such as the police
  • Housing Associations
  • Benefits Agency
  • HM Court Services

We will not share data with third-parties for marketing purposes.

Retention periods

Personal data will not be retained for longer than necessary in relation to the purposes for which they were collected.  

Q-Matic - customer history and details deleted from one year after last visit.

Caution Register - information held for up to one year and longer in certain circumstances subject to risk assessment at renewal of entry or upon successful appeal.

C-Talk - all calls are deleted after 6 months.  Calls can potentially be exported and stored if required namely when call could potentially be used for an investigation/prosecution.  This will be deleted upon the conclusion of any investigation/prosecution.


You have the right to:

  1. Be informed of data processing (which is covered by this Privacy Notice).
  2. Access your personal information (known as a Subject Access Request).
  3. Have inaccuracies corrected.
  4. Have information erased.
  5. Restrict processing.
  6. Data portability.
  7. Intervention in respect of automated decision making/profiling.
  8. Withdraw Consent (see below).
  9. Complain to the Information Commissioner’s Office (see below).

To exercise any of these rights please contact the Data Protection Officer.

Withdrawal of consent

The lawful basis upon which CBC process personal data is set out in this notice .  However, where personal data is solely processed on the basis of consent, you will have the right to withdraw that consent.

Where can I get advice?

If you have any worries or questions about how your personal information is handled please contact our Data Protection Officer.

For independent advice about data protection, privacy and data rights, you can contact the Information Commissioner’s Office (ICO):

  • Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire DK9 5AF
  • Tel:  0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number
  • Visit
  • Email