L&Q are committed to safeguarding the rights of individuals to confidentiality. You have a right to privacy when using this website and in all your dealings with L&Q. Your right to privacy when using the website is protected by the Privacy and Electronic Communications Regulations (EC Directive) 2003 and your rights in respect of your personal data are protected by the Data Protection Act 1998.
The Data Protection Act 1998 is designed to protect your personal data and sets rules for processing this information. The Act says that those who record and use personal information must be open about how the information is used and must make sure it is handled properly.
The Act says that information about you must be:
By law, we are required to keep to these principles.
We also use Google Analytics cookies to enable more accurate reporting of site usage data. We do not use third party cookies.
The information we hold on our records is usually related to your tenancy history. For example:
This list is not exhaustive, as we hold records of most contacts between yourself and our offices.
We keep this information so we can provide the services you need including repairs and maintenance, rents, transfers, sales and anything to do with your tenancy. It also allows us to:
Along with the Data Protection Act, it is our policy to ensure:
Personal information is treated as strictly confidential, unless you give consent or the law permits it. For example, the law allows us to share information with Police, Benefits Agency, Audit Commission and other landlords to prevent or deal with anti-social behaviour, crime and fraud.
If you would like to authorise someone to access your personal data and act on your behalf, please complete a consent form in full and return to L&Q Direct. You can download the consent form at the bottom of this page. If you wish to withdraw this permission you must notify us in writing.
If you telephone our offices to enquire about your rent account or personal matters related to your tenancy, you will be asked security questions to confirm your identity. You can find further information in the leaflet at the bottom of this page.
We will store your details securely using:
The Data Protection Act allows you to find out what information about we hold about you and correct any mistakes. If you would like to do this, you can download the subject access request form at the bottom of this page. You can also obtain the form from L&Q Direct, by calling 0800 015 6536, or your local L&Q Office. The form should be completed in full and returned to:
Customer Relations Team
3 Maidstone Road
If you have made other requests to view information in the last 12 months, you may be asked to pay a £10 fee to cover the administration costs.
We will respond to your request within 10 working days. If we require further information or fees, we will request these before proceeding.
If not, we will agree what information will be provided and its format and send you a copy within 40 days of receiving your completed application. You may be invited to view the data at one of our offices if we are unable to send it.
Alternatively you can contact The Information Commissioners Office.
L&Q is a participant in the National Fraud Initiative. This means that we may share information provided to us with other bodies responsible for auditing or administering public funds, in order to prevent and detect fraud.
L&Q is legally bound to comply with UK money laundering legislation, we may therefore conduct verification checks including an electronic check to confirm a customers identity.