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Welfare Advice privacy notice

The following privacy notice applies only to our Welfare Advice service, it encompasses the advice, help and support you receive from us. It includes benefit advice given, calculations, debt advice, budgeting support, and digital assistance, relating to any benefit applications you may make.

How we collect and use your personal information

Welfare Advice is a partnership of City of Lincoln Council and North Kesteven District Council and are part of the Revenues and Benefits Shared Service. The Partners are what is known as 'Joint Controllers' of the information you provide and are each registered with the Information Commissioner's Office. The Partners take your privacy seriously and we will process your information:

  • fairly, lawfully and inform you of how we do this
  • keep your information accurate, with your assistance and rectify any inaccuracies
  • retain your information only for as long as necessary (6 years)
  • store your information securely at a level appropriate for its sensitivity
  • we will not share your personal information with third parties without your permission unless they are processing this on our behalf, or because the law allows this.

 

We are processing your personal information for the purposes of providing you with the best advice possible, on the basis this is necessary to perform a task in the public interest or for our official functions, under the authority of the s111 of the Local Government Act 1972.

What information do we collect from you and how do we use it?

Your personal and financial information, which could include information regarding your family members, where relevant. Also, where necessary this may include sensitive personal information, concerning you, and/or your family, for example health details. Any processing of sensitive personal data will on the basis that this is necessary to enable us to deliver this service, to give you the best possible advice and which is substantially in the public’s interest.

We also use your information, to investigate complaints you may make, for training or quality purposes, to get feedback from you about our services and to help us improve our services.

How do we protect your personal information?

We handle your personal information in accordance with Data Protection laws at all times and treat it as confidential. We do not audio record live telephone calls and if you wish to obtain general advice and remain anonymous than you can request this,although we would be unable to assist you further to action advice without your personal information. Your information will only be accessed by those you have a need to know for the purposes of giving you the best possible advice.

Who we share your personal information with?

The third parties we share your information with include where necessary passing your information and receiving information about you and your family with the following:

  • the Department for Work and Pensions
  • the Pension Service
  • Jobcentre Plus
  • HM Revenue & Customs
  • Landlords
  • Pension providers
  • Employers
  • Private sector companies such as banks and organisations that may lend you money
  • Other departments within the council, other councils and government departments
  • Other support services such as P3, Total Voice, CAB, etc.
  • Various Charities, only if you have made an application for assistance from them

This could include sharing sensitive personal information you provide about you and your family, for example regarding health. Where you provide information about your family we assume you have done so with their consent.

We may need to share your information if this is requested by the process of law i.e. if you reveal that you may be about to cause or have already caused, harm to yourself or others. In such circumstances we may contact the police, social work, health, or other relevant professionals. If possible we will inform you what action we intend to take.

We are also under a duty to protect the public funds we administer and we may use the information you have provided for the prevention and detection of fraud. We may also share this information with other bodies responsible for auditing or administering public funds for these purposes.

For further information and contact details, see www.lincoln.gov.uk/dmnotice

How can I access the personal information you hold about me?

You have the right to request access to your information, to request that it be rectified if incorrect, to object to or restrict its processing and to its erasure in certain circumstances. For further information see our website at www.lincoln.gov.uk/privacy-policyfor our council privacy notice ‘Your data privacy’ or request a paper copy of this from customer service.

If you want to know more about your rights relating to the personal information we hold about you or you have a complaint regarding the way we have handled your personal information and you are a Lincoln resident please contact our Data Protection Officer, City of Lincoln Council, City Hall, Beaumont Fee, LN1 1DD ( DPO@lincoln.gov.uk).

If you are a resident of North Kesteven please contact the Corporate Information Manager at North Kesteven District Council, District Council Offices, Kesteven Street, Sleaford, Lincolnshire, NG34 7EF  dataprotection@n-kesteven.gov.uk.

If you however you remain unhappy, then you have a right to complain to the Information Commissioner at: - Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 01625 545 700 www.ico.org.uk