Privacy Notice - Contact and Customer Services

Why we collect information about you

We collect and store your personal information when you make contact with Kettering Borough Council using any of the following:

  • Web-chat facility
  • Telephone – call centre
  • Face to face – customer service centre
  • On-line forms/enquiries

We may collect and use the following information:

  • Your name and contact information (including e-mail address) and any other contact details you provide to us
  • Records of any correspondence when you contact us, and
  • Relevant information to enable us to deal with your enquiry

​How will we use the information we hold about you?

The information you provide will be used to:

  • Respond to any service requests, feedback or complaints
  • Allow access to our services and carry out transactions
  • Provide you with information regarding our services
  • Signpost you to the relevant organisation if we are unable to assist you directly

We will not try to sell you anything and you will not receive unsolicited telephone calls or mail from us or any third parties as a result of personal data being provided to us.

What is the basis for us to process your data?

As a local authority the Council has a legal duty to carry out many of its functions or is obliged to carry out tasks which are in the interest of the general public.  Some services require you to enter into a contract with us.  This means it is necessary for us to collect and process your personal information.

If we require your consent to process your personal information, we will advise you beforehand.  In these circumstances you will have the choice whether or not to provide your personal information and also you have the choice to withdraw your consent at any time

Who we will share your information with

Your information will only be used for the purpose/s it was originally provided for and shared with the relevant members of staff.  It will only be shared with other teams within the Council or partner agencies where the law allows or requires it, or to improve the service you receive.

We may pass on your personal information to law enforcement bodies such as the Police, government authorities and other organisations for the prevention and detection of crime or fraud.

We will never sell or pass on your personal information for marketing purposes.

Kettering Borough Council operates an Out of Hours Call Centre Service via Redditch Borough Councils Monitoring Centre.  Any calls received by Kettering Borough Council outside of normal opening hours on the dedicated out of hours line will be dealt with by Redditch Borough Council on behalf of Kettering Borough Council.  The Out of Hours service deals specifically with the following types of enquiries:

·         Repairs and maintenance

·         Homelessness

·         Environmental Services

·         Drainage and flooding

·         Noise complaints

·         Dog warden services

·         Property Services

For details on how Redditch Borough Council processes your personal data, please visit their website

How long do we keep your records?

We will only keep your information for the minimum period necessary. The information outlined in this privacy statement will be kept in line with our Corporate Retention Schedule.

For further information:

For details regarding your rights under Data Protection law or how to make a complaint if you think we have mishandled your personal information, please visit: www.kettering.gov.uk/privacy