Your Information

Loreburn believes that all of our customers 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. 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 public spaces.  We will always seek to make arrangements that work for you regarding timings and locations of phone calls or meetings.

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 and support your tenancy.  For example, passing on your phone number to our Contractors
  • there is a risk to the  safety of a customer, member of staff or contractors and service providers 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 came 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 processed appropriately and is secure, accurate and up-to date and destroyed when it is no longer required for the purposes it was obtained.


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 also hold details of all of our contacts with you to enable us to fully support your tenancy.  This includes copies of letters and emails as well as details of any phone calls or text messages.  We also hold details from any feedback forms and satisfaction surveys you have completed.

We will also store any relevant information we receive from other agencies in relation to your tenancy 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 organisations, for example to give you support or help, or because we are dealing with matters such as anti-social behaviour.

We share information with the Police and Community Safety Team where there are allegations of anti-social or criminal behaviour.  We will share information with our partners at third party agencies to enable the provision of necessary services for example the provision of housing benefit and universal credit payments. We may 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 available to staff who require access to the information to support your tenancy.  Our staff are trained to deal with confidential information and it is a serious disciplinary offence if this information is processed inappropriately.

Your Rights

You have the right to see any of the information we hold about you.  You can request this information by submitting a Subject Access Request which will be managed by our Data Protection Officer.  We will respond to your request within 1 month.  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 by other customers as releasing such information would be a breach of their right to privacy.

If you are unhappy with the way we are processing your information, you have the right to ask us to stop using it and/or delete it. However sometimes  we will not be able to agree to this for example where the information is required to support your tenancy or where the processing of the information is required to manage identified risks.

For full details on all of the information above, please refer to our Privacy Policy and our Fair Processing Notice.