Privacy Policy

The privacy of your information is important to us at Hyde and we are committed to handling your information securely, respectfully and in line with data protection law. The purpose of this notice is to tell you what to expect when Hyde processes the personal information (‘personal data’) we collect when you become one of our customers or each time you contact us. Personal data is any information which relates to an individual who can be identified from that information. “Processing” includes the collection, recording storage, use, disclosure or destruction of personal data.

Who we are and our contact details

Where we refer to ‘we’, ‘us’ or ‘our’ in this policy, this refers to Hyde New Homes a trading name of Housing Association Ltd (Hyde) and its subsidiaries: Martlet Homes Ltd and Hyde Vale Ltd together described in this document as “the Group”.

This privacy notice applies to the Group, its partners, and contractors acting on its behalf. Additionally, some service areas within the Group may provide additional privacy notices when you register or engage with them.

For further information, please contact our Information Governance Director at the following address:

Information Governance Director
Hyde Housing Association Ltd
30 Park Street
London SE1 9EQ

[email protected]

The information we collect

The Hyde Group are committed to providing high quality services. To do this we need to access, use and sometimes share your information or personal data. This may include sensitive data about you, known as special category data. This notice tells you what we do with your information and why as well as how to raise any concerns or exercise any rights you may have in respect of your data. For more information please visit our website at

We will make every effort to collect only the personal information we need from you. The type of information we collect will vary depending on the service we offer to you. Most of the information we hold will be collected directly from you, but we may also obtain information from another person or organisation if you have given permission for them to share it with us. This could include your Mortgage Lender, Solicitor or Financial Advisor. In addition, we may also obtain your information from available public sources.

We rely on your consent to share information with website hosts, development and marketing partners to respond to enquiries and market properties. We have a contractual need to share information with Independent Financial Advisors and conveyancing solicitors for completion of agreement; mortgage providers for recovery of debts, and contractors for remedying defects.

We are under a legal obligation to share information with local authorities to confirm eligibility and provide Council Tax updates, and to respond to law enforcement agencies to address fraud and crime.

Types of information we collect

Personal data – This is any information that can be used to identify you, for example your name, address, date of birth, NI number, email/postal address, telephone number, credit/debit card / bank details, as well as information relating to your health or personal circumstances.
Special categories of personal data – This is sensitive personal information, for example your racial or ethnic origin, religious beliefs, other beliefs, sexual orientation, health information, political opinions and so on. We would only collect your sensitive personal information where there is a clear need for us to do so, such as to assess what services are relevant to you. Additionally we may collect racial and ethnicity data for the purposes of monitoring but such data will be anonymised before appearing in any reports. Before collecting any sensitive personal information about you we will always make it clear to you what information we are collecting and the reason for collecting it. If you have any questions please ask us. We may also collect health data if necessary, to address accommodation needs and criminal convictions where relevant which we’ll need consent for.

Why we collect your data and how it is used

The Group has a “legitimate interest” in holding and processing your personal data in order to deliver our services to you and your household members and to properly manage our business.
In some circumstances we might hold your information for other reasons – for instance because we are under a legal obligation to hold certain information about you, or because holding the data is necessary for the purposes of a contract we have with you (such as your tenancy agreement or lease).

When we ask you for information, we will clearly state why we need it. We use the information we collect from you (as applicable) in various areas of work, including:

1. Assessing and processing housing applications, service eligibility and completing tenancy sign-ups

We will need your personal information, including your name, contact details, telephone numbers and email addresses for use across the Group and by our contractors and partners. We will collect detailed personal information about you and other household members including age, sex, date of birth, ethnicity, National Insurance number, passport number, income and benefits details, employment status, utility bills gender identity, relationship status, any disabilities, medical history any communication and accessibility requirements, religion, sexuality, nationality, caring responsibilities, access to financial services such as banks and credit unions, bank details, council tax, medical information and details of any unspent criminal convictions and credit checks.

This information is required as we will be unable to accept or process an application for the purchase or rental of a property without it. For example, we would need to verify your identity to ensure an application is genuine. Please speak to us if you have any concerns about this.
Information on household members is required as it is also in our legitimate interests to know who will be living in our premises and to ensure the property offered is adequate for the needs of the household. We assume any information you provide about household members is provided with their full knowledge and you should direct your household members to this policy.

2. To assist with personal security and prevention and detection of crime

We may capture your image on our CCTV systems if you visit a scheme show flat or sales and marketing suite.

This information may be required for the Group to meet legal obligations on health and safety and crime prevention.

3. To prevent fraud and illegal sub-letting and to confirm eligibility for housing

We may require your proof of identity from time to time, for tenancy and leasehold Audits.

This information is required in order for us to meet our legal obligations as we may not be able to provide services to you if we are unable to verify your identity.

4. To manage the legal proceedings or legal process if you apply to buy your home or want to access another home ownership route

This information is required to manage the legal process needed in preparation for entering into contractual relations.

5. To understand how we’re performing (satisfaction surveys and complaints handling)

To help us monitor our performance and customer satisfaction and to improve the service we provide, we may use your contact details to carry out market research and to manage and analyse complaints.

This information is required to help us to understand how we are performing so we can achieve our service standards to you.

6. Keeping in touch, understanding your needs and inviting you to events

We may wish to communicate with you and keep you up to date with events and news about the Group which we think will be of interest or use to you.

Direct marketing

With your consent, (or because you have used or been interested in similar services from us previously) we may use your information to send you communications about opportunities or related services which we think will be of interest to you. Our forms have clear marketing preference questions and we include information on how you can say ‘no’ to receive such marketing. You can let us know if you would prefer not to receive these communications at any time by emailing [email protected], calling us on: 0345 606 1221 or writing to our Data Protection Officer at the above address.

Where do we obtain your personal information from?

We typically obtain your personal data from:

You yourself and your household members (for instance because you have provided us with that information in the course of applying to purchase a house)

Your advisers such as your financial adviser, mortgage broker or solicitor (for instance because they have supplied that information in the course of your application to purchase a house)

Who do we share your data with and why?

We will not disclose personal information about you to other parties except where we have a legitimate interest to do so or where you have given us your consent to disclose (if required). We will never sell your personal information to any third parties or send you marketing information if you do not wish to receive it. Information is shared across the Group to ensure that you are receiving all the services that are available to you. We may also share your information with our trusted service providers who are authorised to act on our behalf, such as our maintenance contractors, or others who provide services to you. such as local authority benefit departments.

There may be additional situations where it is necessary for us to share some of your information with others. Where this is the case, we will only make such disclosures when they are in line with our obligations under GDPR or where they are required by law. Some of the organisations that we may share personal information with include, but are not restricted to:

  • Legal advisers for the purposes of progressing a purchase or a letting
  • Emergency services (in emergency situations)
  • Our Joint Venture partners on our new developments (where relevant)
  • Sales Agents (on our new developments where relevant)
  • HM Government / Help to Buy Agents for the purposes of accessing Help to Buy funding
  • Homebuy Agents for the purposes of accessing funding
  • Local Authorities to the purposes of offers and completions (where relevant)
  • Utilities providers for the supply of services to your new property
  • Market research companies for the purposes of conducting customer satisfaction surveys to improve services
  • We ensure the organisations above and any others we might share information with understand that the personal information provided must be used for the reasons we have specified and must be kept safe and secure

In some cases we may be legally required to provide information to one of these other organisations – for instance, in certain circumstances we may be required to provide information about Help to Buy loans to a central government department.

Why we share your information:

  • To provide you with required services
  • We are required to do so by law
  • For customer research purposes

We may sometimes be required by law to share information enforcement or other statutory agencies, without your consent, for the purposes of:

  • Crime prevention or detection or matters of national security
  • Taxation/fraud reasons (including housing fraud)
  • In any other instances, your personal information will not be shared with any other third parties, unless it is our interests to do so or your explicit consent has been granted.

We don’t normally send data overseas

Our business is based solely in the United Kingdom, and so we do not ordinarily send data overseas. We may sometimes make use of cloud-based systems to support the management of our business. Where this happens we will ensure that there are appropriate safeguards in place to protect your rights.

How long do we keep your data?

We hold a variety of data types, which have different requirements for how long we need to keep it. We have a data retention schedule that describes the type of data we hold and their retention timescales. We follow legal requirements and best practice in this area. We will securely destroy / delete personal data when we no longer need it or no longer have a legitimate interest in keeping it.  We keep data of completed sales for life of a the contract and 15 + years  for completed sales  and 18 months for inquiries that do not proceed.

Please contact us if you’d like any more information on this.

What are your rights regarding your data?

The Group is committed to respecting your rights in respect of your personal data. The GDPR provides the following rights for individuals:

The right to be informed

We will be open and transparent about how and why we use your personal information. We do that as far as we can through this policy and through other documents and signage.

The right of access

You have a right to see the personal information we hold about you and the right to have a copy provided to you or someone else on your behalf. A request to see this information is known as a ‘subject access request’ (“SAR”).

SARs need to be made in writing to the Data Protection Officer at the address above and we ask that your written request be accompanied by proof of your address and identity. If you require specific information, it is helpful if this is clear in your request, for example, information from a particular time period or about a specific correspondence. If someone is requesting information on your behalf, they will need written confirmation from you to show you consent for us to release this and proof of ID (both yours and theirs).

Hyde will provide a copy of the information requested free of charge. However, we can charge a ‘reasonable fee’ when a request is manifestly unfounded or excessive, particularly if it is repetitive. We may also charge a reasonable fee to comply with requests for further copies of the same information. This does not mean that we will charge for all subsequent access requests, the fee charged will be based on the administrative cost of providing the information.

We will seek to provide you with the information you have asked for within one month, although in certain circumstances it may take longer to provide you with some or all of the information you have asked for and we will try and keep you updated about this as promptly as we can. The data provided to you will be a copy of the information we hold that relates to you, this will not generally include information about your property, for example, repairs logs or contractor visits, as this is unlikely to constitute your ‘personal data’. However, should you wish to receive this, please clearly state this in your request.

The right to rectification

You can ask us to correct your personal data if it is inaccurate or incomplete. Please help us to keep our records accurate by informing us if your details change.

The right to erasure

This is also known as ‘the right to be forgotten’. In some circumstances, you can ask us to consider deleting or removing personal data or to tell us that you object to our processing of your information where there is no compelling reason for this to continue. However, we will need to consider the circumstances of any such request and balance this against our need to continue processing the data, and we may decide to override this request in certain circumstances. Please contact us to discuss your options.

The right to restrict processing

In some circumstances you may ask us to restrict the processing of your personal data.

The right to data portability

This right allows you to obtain your personal data from us and reuse it for your own purposes for different services. If this situation arises, you may be able to ask us to do this.

Please contact us to discuss further.

The right to object

As we are relying on our “legitimate interests” as a reason for processing your personal data you can inform us if you object to our processing of your personal data although we can override this objection in certain circumstances.

You can also object to the processing of data for the purpose of direct marketing (including profiling).

Rights in relation to automated decision making and profiling

Automated decision making and profiling – There are some occasions where automated decisions are made about you using pre-programmed criteria on our systems, for example eligibility for certain of our sales products such as shared ownership.

You have the right to challenge the validity of any decisions made in this way and ask us to review this. You may also ask us not to process your information in this way. Please contact us at [email protected] if you would like to discuss this with us.

Changes to this privacy notice

This Privacy notice will be kept under review and updated as required. It is recommended that you keep up to date via the website. We will let you know if we make any major changes to this Notice. The current version was first published on 25 April 2018. Updated on 20 May 2020.

The right to lodge a complaint with a supervisory authority

If you are not satisfied with our response to any query about your personal information that you raise with us, or if you believe that we are processing your personal information in a way which is inconsistent with the law, you can complain to the Information Commissioner’s Office (ICO)

Please also contact the ICO if you require general advice on privacy and any data protection issues.

The Information Commissioner’s Office
Wycliffe House
Water Lane
Cheshire SK9 5AF

Helpline 0303 123 1113

Data Controllers & ICO registration reference

Hyde New Build Ltd ZA753345

Martlet Homes Ltd Z5258353

Hyde Vale Ltd ZA191353