Customer Strategy and Services Privacy Notice

Please see our full privacy notice

Updated: 26 March 2025
Reviewed: 26 March 2025

The reasons we use your data

to process requests you make for a service provided by the council
to process requests made via the "Tell Us Once" and "FixMyStreet" services
to process your enquiries
to process a referral to Citizens Advice
to process and respond to complaints, compliments and feedback
to monitor and improve our performance when responding to your request
to process visitors accessing council premises
to book customer appointments
to create and maintain your customer record
to process safeguarding matters
to record any low-level incidents
for the purpose of public and staff safety, and the prevention and detection of crime
to protect individuals from harm or injury, where necessary
to analyse statistical data to allow us to effectively plan for service delivery

Why we are allowed to use your data

Where you have provided consent, for example: to enable us to make a referral to Citizens Advice

Legal obligations under various UK laws including but not limited to:

To protect vital interests, such as where necessary, to protect someone's life.

To perform tasks carried out in the public interest, such as "FixMyStreet" requests.

For the purposes of our legitimate interests, such as to request your feedback on the service provided, to monitor and review our performance, and to record low level incidents.

How do we collect your data

whenever you make contact and provide information to us, including via face-to-face contact, emails, online forms, telephone and screen recordings (which are made when you contact us by telephone, and your information is recorded or accessed by Customer Services staff on our computer system)
surveillance systems such as CCTV and body-worn videos
when you use the "FixMyStreet" and "Tell Us Once" services
from the public and third-sector services located within the Guildhall, such as Citizens Advice, the Department for Work & Pensions, and Lincolnshire County Council

How long do we store your data

We store your information in line with our retention policy

internal departments
local government ombudsman
other local authorities
police and other law enforcement
rescue kennels
government departments, including but not limited to: Department for Work and Pensions

When computers make any decisions about you

Not applicable

When your data gets sent to other countries

Not applicable

How to get independent advice

If you have any questions about how your personal information is handled, please contact our Data Protection Officer via email at dpo@west-lindsey.gov.uk or via the contact details at the end of the privacy notice.

For independent advice about data protection, privacy, data sharing issues or if you are dissatisfied with how your personal information has been used you have a right to complain and can contact the Information Commissioner at:

Information Commissioner’s Officer
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Phone: 0303 123 1113 (local rate) or 01625 545745 (national rate)
Visit: www.ico.org.uk
Email: casework@ico.org.uk