Last updated: 8 August 2024
Next review: 17 July 2025
Who we are and what we do
Waltham Forest Emergency Out of Hours Service is the first point of contact for council enquiries via telephone outside of opening hours across a range of services including:
- Dangerous Structures
- Food and Safety / Environmental Health
- Lost or stray dogs
- Cleansing
- Trees
- Noise
- Anti-Social Behaviour
- Media Enquiries
- Registrars
- Highways - Lighting
- Parks and Cemeteries
- Flooding
- Social Care (children's and Adults)
- Homeless
- Severe Weather
- Emergency Planning
- Housing Landlord Services including Housing Management & Housing Repairs
If you have questions regarding this service or our privacy practices, you can contact us by calling Customer Service and Business Support (Resident Services) on 020 8496 3000
Information we hold about you
Where relevant to do so and appropriate we may process the following information about you:
- A recording of the conversation.
- Full Name
- Address
- Date of Birth
- Phone Number
- Email address
- Household Members
- Nationality status
- Reason for Vulnerability
- Gender
- Reason for homeless
Why we need your information and how we use it
We consider your privacy as important and will only use your personal information to:
- To assist in quality monitoring and training of staff
- Performance management of staff
- To investigate and resolve a complaint
- To understand call reasons
The Lawful basis for the processing
The lawful basis on which we rely to use the information we collect about you for the purposes set out in this notice will be our Public Task and Consent when contacting the Council for an out of hours service.
Who your information will be shared with (if applicable)
It may be necessary for us to share personal data with both internal and external partners.
For further information please see the Privacy Notice relevant to the Service you have contacted the Council about.
How long we will keep your information
We may retain call recordings for 6 months and data for 12 months unless a longer retention period is required for performance management purposes.
Our Data Protection Officer
Our Data Protection Officer is Mark Hynes, you contact him by email at data.protectionofficer@walthamforest.gov.uk
Protecting your information
Please see the relevant section of the Corporate Privacy Notice.
Your information choice and rights
Please see the relevant section of the Corporate Privacy Notice.
Complaints and contact details
These are included in the relevant section of the Corporate Privacy Notice.
Information Commissioner’s Office
If we’re unable to resolve your complaint to your satisfaction, you can complain to the Information Commissioner's Office (ICO)