Golden Lane Housing
Who We Are
Golden Lane Housing Limited (referred to as “us” and “we” in this notice) is a charitable Community Benefit Society registered under the Co-operative and Community Benefit Societies Act with the Financial Conduct Authority with registered number 8734 and a Registered Provider of Social Housing, registered with the Regulator of Social Housing with registered number 4803.
We are registered on the Information Commissioner’s Office Register with registration number Z694037X.
We gather and process your personal information in accordance with this privacy notice and in compliance with the relevant data protection regulation and laws. This notice provides you with the necessary information regarding your rights and our obligations, and explains how, why and when we process your personal data.
Under data protection laws, we are a controller of personal information that we collect and hold about you. This is because we decide how and why your personal information is used.
How To Contact Us
If you want to receive a copy of the information we hold or exercise any of your information rights as explained in this notice you can contact us on 0300 003 7007. If you have any concerns or complaints about our use of your information, please use the contact us details on our website or call us.
If we cannot resolve a complaint to your satisfaction you can contact the ICO at https://ico.org.uk/make-a-complaint or by telephoning 0303 123 113 if the complaint relates to the way we have handled your personal information.
You can contact our Data Protection Officer
- by email at enquiries@glh.org.uk or
- by writing to them at Golden Lane Housing, Customer Services Department, Parkway Four, Parkway Business Centre, Princess Road, Manchester, M14 7HR, if you have any questions about this privacy notice.
Information That We Collect
Golden Lane Housing processes your personal information to meet our legal, statutory and contractual obligations and to provide you with our products and services. We may also use the data we obtain to build statistical models and management information about the need and demand for social housing by people with a learning disability and others. This information will usually be anonymised and will not describe individual cases or list individual re-housing applicants.
The following list describes the different types of information we process. We explain why we process this information later in this notice:
- Identity data including first name, maiden name, last name, username or similar identifier, marital status, title, nationality and date of birth.
- Contact data including postal addresses, email address and telephone numbers (including prior addresses and landlord details where relevant).
- Names and contact data of nominated next of kin, care providers or someone else authorised to communicate with us on your behalf.
- Names and contact data of family members or other occupants of your home.
- Details of your health, welfare, wellbeing, medical or social care needs, housing advice and support details, or that of any other occupant of your home.
- Details of your social circumstances, including financial information, which may include bank details, salary and details of any employment and earnings or benefits.
- Identification data including a photo of yourself, passport details, driving licence or other identification documents.
- Special categories of data such as details about your ethnicity, race, gender and sexual identity.
- Details of any criminal convictions or alleged criminal offences.
- Information that you provide to us when you contact us by any means, including by telephone, fill in forms on our website, use any of our products or services, or when you submit complaints or queries to us we will keep a record of that correspondence and the information that you provide to us in that correspondence
- Details of the devices you use to access our websites and how you use our websites, please see our Cookie Policy.
- Profile data including services you use, your interests, marketing and communications data including your preferences in receiving communications from us, your communication preferences, feedback and survey responses.
- Visual images of you, taken from communal areas where we have CCTV or at our offices
- Publicly available information such as the Electoral Register and details you make public on social media e.g. Facebook/Twitter.
As part our commitment to improving our services we may use your personal information in generative or Agentic AI systems within our operations. This enables us to improve tenant support, streamline internal processes, and deliver a personalised customer experience.
How We Use Your Personal Data (Legal Basis for Processing)
Golden Lane Housing takes your privacy very seriously and we will only use your personal information in accordance with the law. We only retain your data for as long as is necessary and for the purpose(s) specified in this notice. Where you have consented to us using your image and personal details in marketing and promotional material, you are free to withdraw this consent at any time.
The purposes and reasons for processing your personal data are detailed below: –
- In order to perform the contract between us, by discharging our obligations as a social landlord, or to take steps at your request prior to entering into a contract (for example when processing your application),
- To provide maintenance, repair and property management services,
- In order to enforce our legal rights as a landlord under the tenancy, including but not limited to the pursuit of rent arrears,
- To perform a task in the public interest in our capacity as a registered social landlord, by providing and managing social housing,
- For the prevention, detection, investigation or prosecution of crimes,
- For safeguarding or public protection reasons,
- For information updates, marketing or market research purposes,
- Dealing with queries, complaints or claims,
- To determine eligibility and qualification for an allocation of housing which is suitable for your needs,
- To comply with legal or regulatory obligations
Criminal Conviction and Special Category Data
We will only process personal data relating to criminal convictions or offences and alleged offences where the law permits us to do so e.g. to perform checks to prevent and detect crime and to comply with laws relating to money laundering, fraud, terrorist financing, bribery and corruption and international sanctions or where we have your consent to do so.
Data protection law defines certain types of information as ‘special category data’. This includes details about your health and medical conditions or biometric data. We will only process special category data where we have obtained your explicit consent to do so or another lawful basis exists, for example, where it is necessary to safeguard the well-being of individuals, preventing or detecting unlawful acts or preventing fraud.
We collect your personal information in several ways, including:
- when you apply or are referred to us for supported social housing either directly or through your care provider, social services or local government,
- when you contact us by telephone, email or post, when you complete and return a survey or when you provide it through the course of our relationship, for example, through a housing officer,
- when you use our services,
- information you make public when you interact with our social media profiles or reference Golden Lane Housing in your communication; and
- technical information, including the Internet Protocol (IP) address used to connect to the internet, may be collected from you when you visit our website.
- From your family, nominated appointee or Power of Attorney, care provider, social services, local government or law enforcement if such cause arises during your tenancy
- From fraud prevention agencies, credit reference agencies, tracing and debt recovery agents, government bodies and agencies, the electoral roll, Companies House and other sources of publicly available information
Who your personal information may be shared with:
So that we can provide you with supported social housing and ancillary services, meet our legal obligations and manage our business, it may be necessary to share your personal information with other third parties including:
- our suppliers and service providers for the purpose of providing housing, repair and maintenance services and maintain our contractual obligations to you,
- our service partners, including IT providers, in order to make online services available to you,
- local authorities, care providers, emergency services and law enforcement for the prevention, detection, investigation of crime or prosecution of offenders; and for the protection of our employees and customers, or to protect the vital interests of an individual (in a life or death situation), or to ensure your statutory health and social care needs are being met, or for safeguarding reasons,
- our insurers and legal advisers, in relation to any claim, or in order to exercise our legal rights (for example in court cases),
- other housing associations, trusts and landlords, in order to carry out tenancy reference checks and associated enquiries,
- community partners in connection with the delivery of co-ordinated local services,
- utility companies and Council Tax Offices if you have left one of our properties and they ask for your data,
- debt collection agencies, in connection with some housing applications and in relation to any outstanding charges,
- Publicly on our website, social media or other marketing and information media (with your consent)
- other statutory organisations, such as social services and health authorities, as necessary for exercising statutory functions, and
- the Regulator of Social Housing, to comply with our regulatory obligations.
Data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
- Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
- Your right to erasure – You have the right to ask us to delete your personal information. Read more about the right to erasure.
- Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
- Your right to object to processing – You have the right to object to the processing of your personal data. Read more about the right to object to processing.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
- Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
How long we keep information
Except as otherwise permitted or required by law or regulation, we will only retain your personal data for as long as necessary to fulfil the purposes we collected it for (as described in this privacy notice), as required to satisfy any legal, accounting, or reporting obligations, or as necessary to resolve disputes. This will be for a minimum of 6 years from the date our legal relationship with you has ended (for example, after a service has ended, a transaction has completed, or your account has closed and there are no outstanding matters to be addressed, such as a payment or complaint). If your application is declined, we will store your personal information in accordance with our record retention procedures and to comply with our legal obligations.
To determine the appropriate retention period for personal data, we consider applicable legal requirements, the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes we process your personal data for, and whether we can achieve those purposes through other means. In some circumstances, we may anonymise your personal data so that it can no longer be associated with you.
Keeping your information secure
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Transfers
Your personal information will be processed within the United Kingdom. Any transfers of data will be in full compliance with data protection legislation. Should it be necessary to transfer your information outside of the United Kingdom we will ensure that sufficient safeguards are in place to keep it secure.
Changes to our Privacy Notice
We keep this Notice under regular review and any updates will be posted on our website in the most recent version of the Privacy Notice. Where appropriate changes may be notified to you by post or email.
This Privacy Notice was last updated in August 2025.