South Lambeth Privacy Policy for Local Customers

This Privacy Policy explains how South Lambeth collects, uses, stores and shares personal data relating to customers located in the South Lambeth area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. It applies to all South Lambeth customers in the area, including prospective, current and former customers whose personal data we process in connection with our services.

By engaging with South Lambeth as a customer in the South Lambeth area, you acknowledge that you have been provided with this Privacy Policy explaining how and why your personal data is processed and describing the rights you have in relation to that data.

Data controller and scope of this policy

South Lambeth acts as the data controller in respect of the personal data covered by this Privacy Policy. This means that South Lambeth determines the purposes and means of processing your personal data. This policy applies to all personal data collected from or about customers located in the South Lambeth area in connection with the provision, administration and improvement of our services.

Types of data we collect

South Lambeth may collect and process the following categories of personal data about customers in the South Lambeth area

Identification and contact details such as name, postal address, billing address, service address, town or borough, customer reference numbers and preferred contact method.

Account and service information such as details of services requested or received, service history, appointment details, usage records and account notes created as part of customer support.

Financial and transaction information such as records of payments, amounts due, payment status, payment method type and transaction history. We do not store full payment card numbers or security codes when third party payment processors are used.

Communication data such as records of correspondence with us, including queries, complaints, feedback, call notes and any information you choose to provide when contacting us.

Technical and usage data where relevant, such as basic log information required for security and service delivery, including date and time of access, basic device or browser details, and configuration data needed to provide or protect our services.

Sensitive or special category data is not routinely collected. If, in rare cases, such data is processed, it will only be done where strictly necessary and on a lawful basis recognised under data protection law.

How we collect personal data

We collect personal data in various ways, including

Directly from you when you contact us, open an account, request a service, provide information in writing or over the phone, or respond to our communications.

Automatically when you interact with our services, for example through service usage records or technical logs necessary for the secure operation of our systems.

From third parties where lawful, such as payment service providers confirming payment status, or other service partners who help us deliver or administer services in the South Lambeth area.

Lawful basis for processing

South Lambeth processes personal data only where there is a valid lawful basis under the UK GDPR. The main lawful bases we rely on are

Contract performance where processing is necessary to enter into or perform a contract with you, such as taking steps at your request before providing services, administering your account and delivering the services you have requested.

Legal obligations where processing is necessary to comply with legal or regulatory requirements, including record keeping, tax, accounting and responding to lawful requests from authorities.

Legitimate interests where processing is necessary for our legitimate interests or those of a third party, provided that these are not overridden by your rights and freedoms. These interests may include managing and improving our services, ensuring network and information security, preventing fraud and handling enquiries or complaints.

Consent where you have given clear consent for us to process your data for a specific purpose that is not covered by any of the other lawful bases above. Where we rely on consent, you can withdraw it at any time, although this will not affect the lawfulness of processing carried out before consent was withdrawn.

How we use personal data

We use the personal data of customers in the South Lambeth area for the following purposes

To provide and manage services, including setting up and managing customer accounts, scheduling and delivering services, maintaining service quality and providing customer support.

To manage billing and payments, including issuing invoices, processing payments or refunds, and maintaining financial records as required by law.

To communicate with you, including responding to your requests, sending service-related notices such as changes to terms or service interruptions, and dealing with queries or complaints.

To improve and secure our services, including monitoring service performance, developing new features, diagnosing problems, and protecting against fraud and misuse.

To comply with legal and regulatory duties, including maintaining records, responding to lawful information requests and cooperating with relevant authorities where required.

Data sharing and processors

We do not sell your personal data. We may share personal data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy and where a lawful basis applies. These third parties may include

Service providers acting as data processors who provide services on our behalf, such as payment processing, information technology support, data hosting, customer support tools, document management and professional advisers. These entities are only permitted to process personal data in accordance with our instructions and are required to implement appropriate security measures.

Professional and legal advisers such as accountants, auditors and legal representatives where necessary for the management of our business, the protection of our legal rights, or compliance with legal obligations.

Regulatory and public authorities where we are legally required or lawfully permitted to do so, such as tax authorities, law enforcement or regulatory bodies operating within or relevant to the South Lambeth area.

Where any transfer of personal data takes place outside the United Kingdom, we will only do so where an appropriate safeguard is in place, such as an adequacy regulation or standard contractual clauses, in order to ensure a level of protection essentially equivalent to that provided under UK data protection law.

Data retention

South Lambeth will retain personal data for no longer than is necessary for the purposes for which it was collected. Retention periods are determined based on the following criteria

The duration of your relationship with us as a customer, so that we can provide and support the services you receive.

Legal and regulatory requirements that mandate specific retention periods for certain records, such as tax, accounting and contractual documentation.

The time needed to resolve disputes, handle complaints, enforce agreements and protect our legal rights.

When personal data is no longer required for the purposes described in this Privacy Policy and there is no legal obligation or legitimate interest justifying its continued retention, it will be securely deleted, anonymised or otherwise disposed of in a way that protects your privacy.

Data security

We implement appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include access controls, security configurations, staff awareness and appropriate procedures for managing suspected data breaches. While no system can be completely secure, we aim to ensure a level of security appropriate to the risks associated with the personal data we process.

Your data protection rights

As a customer in the South Lambeth area whose personal data we process, you have the following rights under the UK GDPR, subject to certain conditions and limitations

The right of access to obtain confirmation as to whether we process your personal data and to receive a copy of that data together with certain information about how it is used.

The right to rectification to have inaccurate personal data corrected and incomplete data completed.

The right to erasure in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected, where you withdraw consent and there is no other lawful basis, or where you successfully object to processing.

The right to restrict processing in certain situations, such as where the accuracy of the data is contested or where processing is unlawful and you prefer restriction to deletion.

The right to object to processing based on legitimate interests, including profiling where applicable, and to direct marketing, in which case we will stop processing your data for those purposes unless we have compelling legitimate grounds.

The right to data portability where processing is based on consent or contract and carried out by automated means, allowing you to receive your personal data in a commonly used, machine readable format and to request that it is transmitted to another controller where technically feasible.

The right to withdraw consent at any time where we rely on consent as the lawful basis for processing, without affecting the lawfulness of processing carried out before the withdrawal.

You also have the right to raise concerns with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can seek to resolve any issues directly.

Updates to this Privacy Policy

South Lambeth may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or services. When we make material changes, we will take appropriate steps to inform customers in the South Lambeth area, which may include providing a prominent notice or other direct communication where required. The date of the most recent version will be indicated so that you can understand which version applies to your interactions with us.