EcoWorld London Customer & Community Privacy Policy

Eco World London Development Company Limited (“Eco World London” ”We” and “Us”) and any of its associated companies are committed to protecting and respecting you individual privacy.

What is a Privacy Policy?

This Customer and Community Privacy Policy is about how we use personal information relating to our Customers both contractually and potentially and also the individual people whom we engage with in the processes of communities activities and our general course of business operations such as local schools, community associations and interested local residents ("Community Friends").

You are our "Customer" if you have asked us to provide services to you, have purchased and are living in a property you have bought from us or if you are a tenant, occupier or leaseholder of a property built by us but owned and/or managed by a Letting agent, local authority, housing association, landlord or other freeholder to which we provide services.

We act as a “data controller” in relation to your data. This means that we are responsible for deciding how we hold and use the personal information that we collect about you. In certain circumstances, information may be processed by other entities in the capacity as a controller, in particular, the property owner from whom you are purchasing or leasing a property from - they should provide you with a separate notice in relation to their processing activities.

The information we collect and hold about customers and community friends

Your Personal Data is information that relates directly or indirectly to you, where you can be identified or you are identifiable from that information or from that and other information.

Customers - We only hold enough information about our customers to enable us to carry out a service for you. We collect a range of information about you for the purposes set out below. This includes name, address and contact details together with information about the property or the work required, together with any additional information that we need to know about which can include pastoral, behavioural or special needs to ensure that your needs can be met and to support the safeguarding of you, our employees and contractors. This list of personal data is not exhaustive and may include other personal data depending on the nature of dealings or transaction.

Community Friends - If you are participating in one of our community activities then we will only collect enough information to enable you to participate, for example to make sure that it is safe for you to participate, or if we are providing you with any life skills training we may need to know further information about you so that you can make the most of the experience.

How do we collect information about you?

We collect your personal information directly from you when you communicate with us via the following sources:

  • by completing a personal details form because you are interested in one of our properties to buy or rent;
  • when you submit information to us via our website or by e-mailing us;
  • when providing information because you want to participate in one of our community activities;
  • when you make contact to register a defect in materials or workmanship; or
  • when you speak to us to arrange an appointment or to progress the services that we are providing to you, or during a home demonstration/handover meeting if you buy a home/investment/rent from us.

We also collect information about you indirectly through third parties, such as a property owner, letting agent, landlord or other third party that is involved in the transaction.

How we will use the information we collect

We will use the information that we have about you for the following reasons:

  • A. Provide our services: your personal data that we collect allows us to provide and plan the services that we are required to do such as in the course of rectifying any defects to your property, and to train our staff to do so;
  • B. Security: to report any safeguarding issues to the relevant authorities and to help prevent and detect debt, fraud and loss;
  • C. Communicating with you: to handle any complaints that you may have about our service or to ask for your feedback about the services that we have provided to you. That could be by email, phone, text, multimedia message or another form of electronic communication – for example we may send you notification of an appointment by text or phone to confirm an appointment. We record key issues discussed and agreed during any verbal communications we have with you, in particular phone conversations. This is to make sure we are providing you and if applicable the property owner with a good service and that we are meeting our regulatory and legal responsibilities.
  • D. Marketing: to get in touch with you about the services or products that we have or our associated companies or other third parties to offer you that may be of interest or have been asked to provide;
  • E. Analysing use of our services: to help provide and improve our services and products, to create statistics, test our computer systems, and analyse customer information or to report our performance to the owner of the property or their agent.

If you give us information on behalf of someone else, such as someone in your household or a letting agent, you are confirming that you have given them the information in this policy, and that you were authorised to give us the information.

What is out legal basis for processing your personal data?

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We have to establish a legal ground to use your personal data, so we will make sure that we only use your personal data for the purposes set out above where we are satisfied that:

  • our use of your personal data is necessary to fulfil our contractual obligations to you (e.g. to provide a subscription service that you have requested) or because you have asked us to do something before entering into a contract (e.g. provide a quote). This applies to the processing purposes described at A and C;
  • our use of your personal data is necessary to support 'Legitimate Interests' that we have as a business (namely, to improve our products or services, to carry out analytics across our datasets and to carry out marketing where we don't require consent by law), provided it is always carried out in a way that is proportionate, and that respects your privacy rights. This applies to the processing purposes described at B, D (save where consent is required by law) and E;
  • our use of your personal data is necessary to comply with a relevant legal or regulatory obligation that we are subject to (e.g. to comply with ICO requirements);
  • based on your consent, in particular for the purposes detailed at D above where consent is required by local law or where we are marketing about our associated companies' or other third parties’ services or products). If you have provided consent to us processing your personal information for marketing purposes, you have the right to withdraw your consent for processing for that purpose at any time.

Data sharing

It may be necessary for us to provide information about you to our Associated Companies (which refers to those companies belonging to the same family of companies as us and who benefit from a close relationship, shared systems and shared ownership - detailed here http://ecoworldinternational.com/corporate-structure/ and/or to the owner of your property or our managing agents.

Sometimes we sub-contract our services to others in particular professional bodies, legal and financial, regulatory authorities, sales or marketing agents, and it may be necessary to pass your details to our sub-contractor or suppliers for this purpose and they are required to take appropriate security measures to protect your personal information in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions.

We may also pass your information on to organisations that regulate us, such as the ICO, as well as other law enforcement agencies in the E.U. and around the world, or who inspect installations for example the Health and Safety Executive or GasSafe. This may include the property address and postcode, and information about appliances that have been installed in your home.

We shall not share your personal information to third parties for marketing purposes unless you have given your written consent for us to do so.

Transfer of personal data

We will transfer your personal information outside the EEA (European Economic Area) where our third-party service providers and associated companies host data or process data outside the EEA. If we do, we will ensure a similar degree of security of data by ensuring at least one of the following safeguards is in place:

  • We will only transfer your personal data to countries that the European Commission have determined provide an adequate level of protection for personal data; or
  • we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe; or
  • If we use US-based providers that are part of EU-US Privacy Shield, we may transfer data to you, as they have equivalent safeguards in place.

In those cases you will have the right to ask us for more information about the safeguards we have put in place as mentioned above (e.g. to request a copy where the safeguard is documented, which may be redacted to ensure confidentiality).

Data security

We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need-to-know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

Data retention

We shall retain your personal information for as long as required in connection with the services that have been provided to you, and this will usually be as long as any guarantee that has been provided to you. For example normally 2 years for defects liability period and 12 years NHBC Build warranties. Personal data may be held for longer periods where extended retention periods are required by law or regulation and in order to establish, exercise or defend our legal rights.

  • Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
  • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
  • Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
  • Request the transfer of your personal information to another party.

If you want to exercise any of these rights, please contact our Data Protection team in writing, whose details are provided below. Please note that if you do, we have the right to ask you for identification, and for a reasonable fee should the request be excessive or unfounded. Personal data may be withheld from you in certain circumstances, for example, where it is subject to legal privilege.

Additional information

We may use ‘cookies’ to monitor how people use our site. A cookie is a piece of information stored on your computer's hard drive that records how you have used a website. Our cookies policy on our website tells you more about cookies and how we use them.

Data protection team

If you have any questions about this Privacy Notice or how we handle your personal information, please contact the Data Protection Team whose details are as follows:

Data Protection Team
11-14 Grafton Street, London, W1S 4EW

e-mail: dataprotection@ecoworldlondon.com

Any changes we make to this Customer and Community Privacy Policy in the future will be posted on this page. Please check back frequently to see if there have been any updates or changes to our privacy policy.

This policy was last updated on 31 May 2018.

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues although we ask that you contact us in the first instance.