How we use your personal information for Highways & Streetcare purposes
The Council provides services for local communities and the people who live in them. Undertaking this work means that we must collect and use information about the people we provide services to and keep a record of those services. Because we collect and use personal information about individuals we must make sure that they know what we intend to do with their information and who it may be shared with.
We have summarised in this privacy notice some of the key ways in which we use your personal information for Highways & Streetcare purposes. This information should be read in conjunction with the Council’s corporate privacy notice
- 1. Who we are, what we do.
The Highways & Streetcare Services teams provide front line services to customers in the form of direct services in the following areas:
- Highway strategy and maintenance of the highway network, including Street lighting provision and the placement of street furniture
- Litter control and general cleanliness including enforcement of littering or dog mess
- Waste and recycling collection and disposal
- Regulation of traffic orders including traffic calming measures and road safety provision
- New road construction and planning involving public consultation
- Land drainage
- Maintenance of the Council’s fleet of vehicles
2. What and whose personal information we hold?
We hold information about individuals which include name, address, telephone numbers and email addresses. These individuals can be residents, businesses or any other service user such as sports club or organisations who may request the use of our services at any time.
As we provide a service, which is wide ranging and inclusive, any person or organisation wishing to make use of our services will need to contact us using our advertised methods. This contact however does not always require that personal information be offered up, but to be able to pin point areas for action, often meaningful personal data is essential.
The types of information we hold and process will typically include:
- Email address
- Telephone numbers
- Location of any incident or where action is to take place
- What the action / issue is that is being requested / complained about
- What action has been taken to mitigate against the request
- Which officer/s have dealt with the request
3. Where does the service get my information from?
Our information is gathered from our CRM (Customer Care) system which is populated by the following means:
- Council’s contact centre. Information is requested by the agent from the caller which will inform the system and subsequently the service
- By post. Some of the services we provide require an individual request and this is typically undertaken by a form which is completed by the requestor
- By local Members. We work closely with local Elected Members and they provide a crucial link to our customers. We receive personal data via them as above
- Via the Council website. Increasingly we receive requests for service and complaints via the website. This method informs our CRM system directly by means of e-forms which the requestor completes.
- Via social media. We increasingly receive requests for service from this avenue which result in action by our teams to provide services.
- Via other departments within the Council. This is used to determine eligibility to some services
4. What we will do with your personal information?
We hold information about customers and historic data about issues arising which inform our targeted delivery of services. We use this data to deliver services to the areas most in need or on a scheduled basis for some services, or on a planned improvement basis to ensure best use of our resources.
There will also be times when our service providers will need to talk to other Council services to determine eligibility of service provision.
The Council additionally offer a waste collection reminder service, in which your information will be used to provide you with reminders before collections and alerts of service disruptions affecting your collection.
5. What is the legal basis for the use of this information?
6. Does the service share my personal information with any other organisation?
For the Service to undertake its duties in relation to the Highway and Streetcare function, we are required to share information with the following:
- Contractors (for the purpose of consultation/complaints in respect of Highways projects)
- Central Government
- Cwm Taf UHB (nappy collections)
- Elected Members
- GovNotify (for the purpose of providing opt in waste collection reminders)
7. How long will my information be kept?
Information will be kept whilst still relevant but in most cases there is no specific retention date.
8. Your information, your rights
9. Contact us
If you have any concerns or would like to know more about how the service using your personal information please contact us in one of the following ways:
By email: CustomerServices@rctcbc.gov.uk
By telephone: 01443 425001
In writing: Sardis House, Sardis Road, Pontypridd CF37 1DU