How we use your data to better communicate with you

Last updated - 15 May 2018

Notting Hill Genesis (NHG) supports around 170,000 customers in communities across London, the home counties and in to East Anglia. Each one of our customers is an individual with different needs and interests. We want to communicate with our customers as individuals; tailoring the information we share so it is relevant to the person reading it.

Resident news

As someone who lives in a Notting Hill Genesis home, there is information we need to provide to you as a resident. This generally relates to anything which effects your property, your tenancy or the services which we provide to you. We will also keep you up to date with any changes to us as an organisation, such as our merger, so we are being open and transparent with you.

We may also send you information specific to the area where you live and the community who are based there. To enable us to do this we will use the data we hold about your location and your home.

Collecting your data

As a Notting Hill Genesis customer, we hold information related to you and your home. This information is primarily used to deliver services to you. We also use it to form a picture of you as a person and the services which you might be interested in.

It’s important for us that we are clear with you about the information we collect from you and how we use it. We provide information about: the data we collect, how and why we collect it, our legal requirements, sharing your data with you, making a complaint and changes to data protection on our Privacy Policy page.

Your data

Your data, is your data, it belongs to you - we act as custodians of your information and you have a right to request a copy of the information we hold about you.

Under General Data Protection Regulations you have the following rights in relation to accessing the data we hold about you –

  • confirmation that your data is being processed;
  • access to your personal data; and
  • other supplementary information – this largely corresponds to the information that should be provided in a privacy notice.

Source: Information Commissioner’s Office, Right of Access

If you would like to request a copy of your data, you can read about the process on our Privacy Policy page.

How we decide what to send you

Notting Hill Genesis uses a tool called Mailchimp to send emails to all the customers we have an email address for. To allow us to send emails to large groups in a way which is targeted, we transfer customer data into Mailchimp’s system.  Mailchimp has a page on their website where you can read about their data protection compliance.

Within Mailchimp, we can create different lists of customers so we can send different groups different information.

Notting Hill Genesis is a new organisation and we are still undertaking a programme of projects to allow us to join up our systems and processes. While we are going along the journey to allow us to have one set of systems there will be the need to send different information to customers depending on whether they are a legacy Notting Hill or Genesis customer.  

Once we have sent an email through Mailchimp we can see who has opened the email and the links that have been clicked on. This information helps us to decide the subjects which a customer might be interested in.

Mailchimp also gives each person listed on our mailing lists a ‘contact rating’. This rating is based on a recipient’s engagement with our emails (how many times an email is opened, how many links are clicked etc). This process for assigning a ‘contact rating’ to an individual is automated and something which is conducted by Mailchimp.

We use all the information we collect in Mailchimp to make decisions around who we send emails to.

Changing what we contact you about or opting out of our emails

When we send an email to you, as part of a communications campaign, at the bottom of the email you will find –

  • Information explaining why the email has been sent to you
  • A link allowing you to unsubscribe from emails about this subject.

If you’re receiving emails about a subject you’re not interested in, then you can update the subjects your interested in. This tells us the areas we should contact you about and this will be reflected in the emails you receive.

If you don’t want to receive any emails which are sent by NHG’s communication department you can unsubscribe from our emails. We will be unable to send you residents’ news again by email; unless you opt back in.