The Crisis and Resilience Fund is a National Grant, amended from the previously named the Household Support Grant, to financially support residents with mitigating impacts of the cost of living crisis. In order to support residents who may have wider holistic needs, those who have applied to the grant more than once will receive targeted prevention support as part of our Community Hub and Library service, to connect residents to services, support, and activities in their local area.
This privacy notice applies to the work undertaken by Community Hub Advisors related to the Crisis and Resilience Fund, and tells you what to expect us to do with your personal information. The process of this work is outlined below:
- Residents who have applied more than once to what was called the Household Support Grant, and is now the Crisis Resilience Fund, will be contacted. Firstly, you may receive an SMS informing you that the Council may contact you, which will be followed by phone call by our Hub Advisors where no op-out has been received. In the instance that a resident does not have a mobile number, a call will be made to their landline if they have one, otherwise contact will be made through a letter to their postal address.
- If no opt-out is received by the resident, the Council may contact you through a callback from a Community Hub Advisor to begin triaging process for further support and engagement. In the instance that the phone call was unsuccessful, the Community Hubs phone number will be provided to you to enable the scheduling of a suitable time and date to engage with a Community Hub Advisor.
The London Borough of Hounslow is committed to protecting and respecting your privacy. Through this Privacy Notice we have sought to be as transparent as possible and fully explain how your personal data is held and processed.
If you have any questions about this privacy notice or any concerns about how we process your data, please contact communityhubs@hounslow.gov.uk or 020 8583 2211. The privacy notice will continue to be monitored and updated. You are advised to check this page from time to time.
What type of information we have?
We currently collect and process the following information via the Household Support Grant / Crisis and Resilience Fund Form (1), GovService CRM triaging referral form either through Face to Face contact or through Community Hubs phoneline (2) and through CRF reporting and monitoring form (3)
1. We collect and process the following information provided by the Revenue and Benefits Team collated from the Crisis and Resilience Fund application form. This form is completed by those who wish to apply for the grant, and the details passed on are those who have applied more than once.
- Full name
- Full address and postcode
- Phone contact number (telephone and/or mobile)
- Email address
2. In the triage form, following opting in, we collect and process the following information:
- Full name
- Address
- Postcode
- Phone number
- If over 18 years of age
- If the resident is currently being supported by another key worker
- Type of support needed
- Additional information that you provide us in the form that is relevant to your needs and/or to your visit to the Community Hub
3. Related to funding requirements of the Crisis and Resilience Fund support, we collect the following information throughout the period of a Hub Advisor supporting you, and also through a 10% sample of cases 3 months after closure. This is conditional on opting into engagement with CRF further support.
- Equalities information (for example: age, ethnicity, disability)
- What difference our support made to you
How do we get your information?
The personal information we process is provided to us directly by you for the following reasons:
- You have applied to the Crisis Resilience Fund, previously Household Support Grant or Crisis Resilience Fund, more than once and through that application you have provided your contact details, name and address and phone number where relevant, as part of the application
- You have opted in to being contacted by a Community Hub advisor and have provided information around your support needs via the GovService CRM referral triage form. This information is used to understand if you require wider support services and to allocate you the correct support.
- If it is not disproportionate or prejudicial, we’ll contact you to let you know we are processing your personal information.
Our Lawful basis for processing your information
The London Borough of Hounslow processes your personal data under Article 6(1)(e) UK GDPR (Public Task). This means processing is necessary for the Council to carry out its official functions, including providing support and preventing financial
hardship. You are not required to engage with this service and may choose not to respond or opt out of further contact at any time.
If the information you provide us contains special category data, such as health, religious or ethnic information we will need an additional lawful basis set out in Article 9 of the UK GDPR.
| Purpose of Processing | Types of Personal Data | Lawful Basis |
|---|---|---|
| To contact residents to deliver support to prevent crisis and build resilience as part of the Crisis and Resilience Fund Support. |
|
Public Task |
| To triage and identify which support/referral is required to support residents through financial hardship and vulnerability. |
|
Public Task Where special category data is processed for the purpose of identifying, assessing or supporting individuals experiencing financial hardship or vulnerability, including delivering crisis prevention and resilience building support under the Crisis & Resilience Fund, the Council relies on Article 9(2)(b) UK GDPR – Social Protection. |
| For impact monitoring purposes and reporting conditions related to Crisis and Resilience Fund (grant conditions). |
|
UK GDPR Article 6(1)(e) – Public Task: the processing is necessary for us to perform a task in the public interest. To the extent that you provide us with Special Category Data, the lawful basis relied upon is:
|
If you choose not to engage with the Community Hub service or opt out of further contact, we will stop contacting you and will not be able to provide further support through this service. The initial SMS contact will contain an ‘opt-out’ link, otherwise you can opt-out through specifying over a phone call or email below. If there is no response following several contact attempts, the Council will not make further proactive contact unless you subsequently get in touch.
You can remove your agreement to engage at any time by contacting via email (communityhubs@hounslow.gov.uk) or telephone (020 8583 2211). We will action your request within 72hrs of receipt. Please note that if you withdraw your agreement to engage, we will be unable to continue to support you through the Community Hubs service.
Why we need your information (purposes of processing)
The personal data we collect will be used for the following purposes:
- To identify households who may benefit from crisis prevention or resilience support, including proactive contact under the Crisis and Resilience Fund
- To contact you to offer information about local services and support that may be available to you
- To assess your needs and identify appropriate support through the Community Hub triage process
- To provide support and information, and to follow up on your engagement where required
- To refer you to internal Council services or external organisations, where appropriate and where you agree
- To monitor and evaluate the support provided, including meeting reporting requirements associated with the Crisis and Resilience Fund
- To use anonymised or aggregated information, including equalities data, to understand service demand and improve service delivery across the borough
Who your information may be shared with (internally and externally)?
Your name and support needs data may be shared with internal and external teams/organisations depending on the type of support you require. To view other privacy notices for other Hounslow teams, please visit Privacy notice | London Borough of Hounslow which can also be accessed on Hounslow Council’s website under Where you choose to engage with the service, and following assessment by a Community Hub Advisor, we may refer you to appropriate external organisations, such as Citizens Advice, where this would be beneficial and where you agree.
We will not share any Equalities data where we are not legally required to do so or if it is not necessary for us to do so. We will only share information in an aggregate format and anonymised. This means that no one will be able to personally identify you from the data we may share.
We will strive to ensure that any personal data in our care will be kept safe and that where your information is disclosed to the internal teams specified, we will seek to ensure that they have sufficient systems and procedures in place to prevent the loss or damage or unauthorised access of personal data.
How long we keep your information
We will keep all information for a maximum period of 3 years from the date information is collected. A) Where a resident does not engage, minimal data (contact details, date and outcome) will be retained for up to 12 months to prevent repeat contact, after which it will be securely deleted or anonymised
Where a resident engages with the service, information will be retained for up to 3 years from the date of last contact to support service delivery, case management and audit requirements We will dispose your information in our system in the most secure manner possible when the maximum period of retention has passed or if you have withdrawn your agreement to participate.
Transfers to third countries
All the information you provide us is held within the UK.
Business Intelligence, Profiling and Analysis
We may analyse your personal information to improve the Community Hub in the following ways:
We may use postcode and equalities data you provide to identify which area of Hounslow you are from to identify any gaps in the Community Hub and Library provision and localities support.
We may use information you provide us in the triaging form about your support needs to understand the type of support our residents are seeking and for this to inform service planning.
The London Borough of Hounslow Business Intelligence Team may analyse data you provide. You can read the Business Intelligence Privacy Notice at Privacy notice: Business Intelligence, Profiling and Analysis | London Borough of Hounslow
The council is however committed to using anonymised information as much as is practical, and in many cases, this will be the default position.
Anonymisation is the process of removing identifying particulars or details.
Your data protection rights
The rights available to you depend on our reason for processing your information. For further information about your data protection rights and how to make a request, please see ‘Your rights’.
Your right to make a complaint
The Council tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate.
Data protection complaints
If your complaint relates to data protection, including your rights in relation to your personal information, you may contact the Council’s Data Protection Officer directly:
Email: InformationGovernance@hounslow.gov.uk
Post:
Information Governance Team
London Borough of Hounslow
Hounslow House
7 Bath Road
TW3 3EB
Data Protection Officer
The Council’s Data Protection Officer can be contacted on:
InformationGovernance@hounslow.gov.uk
Information Governance Team
London Borough of Hounslow
Hounslow House
7 Bath Road
TW3 3EB
Information Commissioner’s Office
The Information Commissioner is the UK's independent body set up to uphold information rights.
If you would like to know more about your rights under the Data Protection law, and what you should expect, visit the Information Commissioner’s website: https://ico.org.uk/
If you have any concerns regarding any privacy practices or about exercising your Data Protection rights, you may contact the Information Commissioner’s Office:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow Cheshire
SK9 5AF
- Telephone: 0303 123 1113 or 01625 545 745
- Email: icocasework@ico.org.uk
A full list of what information we control and process and for what purposes is set out in our notification with the Information Commissioner's Register of Data Controllers.
Our registration number is Z5761176. You can view our registration on the Information Commissioner's website.
