Out of Hours Telephony Privacy Notice

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 emailing Customer Service and Business Support (Resident Services) at Wfdirect@walthamforest.gov.uk.

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

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 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.

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.

We may retain call recordings for 6 months and data for 12 months unless a longer retention period is required for performance management purposes.