Confidentiality & GDPR

Loreburn believes that all residents have a right to their privacy.  We know that some of the things you tell us are very sensitive, so we will treat your information accordingly. Therefore we  will not:

  • pass on your address or phone number to anyone without your permission
  • discuss your rent account or finances with anyone else without your permission 
  • discuss any complaint you make about anti-social behaviour with the person you are complaining about unless you agree to this. Sometimes it is obvious who has made a complaint, and we can’t stop people making assumptions about who might have complained about them
  • tell the Police or other agencies about any complaint you make without your agreement.
  • discuss sensitive things with you in the open office. Instead we will offer you a private interview.

The only exceptions to this are where:

  • the law requires us to pass on information
  • Loreburn has to pass on the information to provide you with a service.  For example, passing on your phone number to our Contractors
  • there is a risk to the  safety of a resident or staff member if we do not pass on information
  • you have left a Loreburn property owing money in which case we may pass on  information to a debt collection agency
  • a utility company asks for your details.  We may give them details of your forwarding address if you have left without paying your final bill

What is the General Data Protection Regulation (GDPR)?

GDPR is a new set of regulations that come into force on the 25 May 2018. The GDPR places a greater responsibility on all organisations, including Loreburn Housing Association, to ensure your personal data is secure, accurate and up-to date.


Organisations must ensure they provide a lawful basis for processing all types of personal data that they have not sought specific consent to use.  The GDPR requires that controllers and processors must be transparent about how they collect data, what they do with it, and how they process it, and must be clear in explaining these things to you.

We have produced a Fair Processing Notice which sets out:

  • How we collect information from you
  • What information we collect
  • Why we need this information
  • What we will use this information for
  • Why and how we may share information about you
  • How this information is stored and for how long
  • Your rights regarding requests to view, amend or delete the information we hold about you

You can view our Fair Processing Notice here.

For further information you can view our full Privacy Policy here.

Data Protection Officer

Our Data Protection Officer is Rebecca Wilson. For any queries please contact Rebecca on 01387 321356 or

Further Information

You can visit the Information Commissioners Office (ICO) website for further information at

How Do We Gather Information About You?

Most of the information we hold about you comes from you, for example when you filled in your original housing application and signed up to your tenancy.  We will also have any letters you have sent to us and any feedback forms you have completed.

Other information comes from agencies who may be involved with your case, such as the Police or Social Services.

What Information Do We Hold?

We only hold information that we need to provide you with services.  Most of this is very ordinary, such as your name, phone number, date of birth and who lives at the property.  Other information can be more sensitive, such as medical needs, employment details, financial information or support needs.

We hold some of this information so we can help you and provide you with services.  We use it to manage your rent account, answer your enquiries, deal with complaints, meet our legal obligations and help you access other agencies and services.

Sharing Information

Sometimes we need to share information with other organisation, for example to give you support or help, or because we are dealing with anti-social behaviour that you are causing.

We also regularly share information with the Police and Community Safety Team where there are allegations of anti-social or criminal behaviour.  We can sometimes also share information with debt collection agencies if you move leaving a rent debt or if you do not pay a repair recharge for example.

Who Can See My Information?

The information we hold is only available to the staff who deal with your case.  Our staff are trained to deal with confidential information and it is a serious disciplinary offence if this information is used inappropriately.

Your Rights

You have the right to see any of the information we hold about you.  There is a small charge for this and you will need to apply in writing if you want to see this information.

Once we have received your application and you have paid the charge we will provide you with the information within 40 days.  However, please bear in mind that we will not provide you with information that was provided to us by other people.  For example, we won’t show you the details of any complaints made about you by other residents.

If you are unhappy with the way we are using information about you , you have the right to ask us to stop using it. However sometimes  we will not be able to agree to this.