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Privacy Notice

Solon is committed to protecting your personal data and respecting your right to privacy and confidentiality. All information about you will be processed in line with the Data Protection Act 2018. The following summarises what information we need and why, and your right to access your data.
What is personal data?

The Data Protection Act 2018 defines personal data as information that can be used to identify a person, either on its own or in combination with other data that is held.

What data about you do we have?

We hold and use information that is called non-sensitive data. For example, as part of your tenancy, we usually know data such as your name, address, age, contact details, next of kin, financial details, address history, national insurance number and proof of ID.

We also hold information that is called sensitive data. For example, we might know your ethnicity, religion, health details and sexual orientation. We use this to provide a more equal service for all residents. These lists are not exhaustive.

During the coronavirus pandemic, we may also ask you questions about self-isolation, symptoms, shielding and whether you are in a vulnerable group to determine how and when we can carry out a repair or servicing. We will hold this data on our system temporarily.

If our staff members or contractors have had close contact with you, and they develop symptoms associated with coronavirus, they may pass on your details in accordance with the Government's Test and Trace programme. You can find details of this here.

Who holds this data and where does it come from?

Solon South West Housing Association Ltd holds your data and is thus the 'Data Controller'. Usually we get the information directly from you, the tenant, at the start of your tenancy, throughout your tenancy, such as from e-mails or phone calls, or through resident surveys. We may occasionally also receive information from people associated with you, such as family, friends and neighbours. We may also have CCTV camera in public areas in some properties to record events in order to prevent anti-social behaviour.

Sometimes we get information from third parties, such as the police or your former housing association.

How do we use your data?

When we use your data, it is called processing your data. We use your data to:
  • Fulfil your tenancy agreement
  • Assess your housing need
  • Provide you with a good service
  • Provide you with support
  • Fulfil other legal obligation
We also share non-sensitive information with agencies such as contractors so they can maintain your home. Sometimes we also share with local authorities, social services, police, other social landlords and others when we think it is in your interest to do so. This is subject to assurance of their Data Protection compliance and that any data provided will only be used for their work with us.

The GDPR and Data Protection Act 2018 requires us to minimise our holding and use of sensitive categories of personal information. This means that we will only collect and use it when it is necessary to provide special services, or to deal with special circumstances. Examples include when we receive applications from individuals with disabilities or with problems such as substance abuse, when there are anti-social behaviour issues involving actual or alleged criminal activity or when residents need access to care services.

Direct Marketing

We may occasionally wish to provide with important information about events, services and other information we may be useful to you. We will send this by post, e-mail or contact you by phone. You can let us know at any time how you prefer to be contacted or if you do not want us to contact you with this information. To do so, please e-mail us on

We will never provide any of your personal information to other companies for their marketing purposes.

How will your data be kept securely?

We process your personal information in accordance with the principles of GDPR.

We will treat your personal information fairly and lawfully and we will ensure that information is:
  • Processed for limited purposes;
  • Kept up-to-date, accurate, relevant and not excessive;
  • Not kept longer than is necessary;
  • Kept secure.
Access to personal information is restricted to authorised individuals on a strictly need-to-know basis.

We are committed to keeping your personal data up to date. It is important that you tell us if any of the personal information changes so that we can keep this up to date or discuss it with you. It may affect your tenancy if you withhold any changes from us.

How long will you information be kept?

Usually up to 6 years after the end of your tenancy.

Your Rights

Right to be informed: We must provide you with a privacy notice to tell you how we are using your personal data, why we are using it and how long we are likely to keep it for.

Right of access: You can ask us for access to any information we hold on you by contacting our Corporate Services team. Information will be given to you within one month of your request being received or up to three months if it's a complex request.

Right to rectification: You have the right to have your personal data changed if it is inaccurate or incomplete. Please contact us if you have any of your personal information changes.

Right to erasure: You can ask us to delete or remove your personal data where there is no reason for us to keep it. Contact our Corporate Services team to request this.

Right to restrict data processing: Under certain circumstances, you can 'block' us from processing your personal data. We are then only allowed to store your personal data.

Right to data portability: You can ask us for your personal data if you wish to use it for another service. We will usually give you all the personal information that you have provided us. Some conditions may apply.

Right to object: You have the right to object to the processing of your data if there is a legitimate reason for this request. Exceptions are if we can demonstrate compelling legitimate grounds for the processing which overrides the interests, rights and freedoms of the individual,  the processing is for the establishment, exercise or defence of legal claims or if the personal data is essential to the continuation of the tenancy or in the 'vital interests' of the tenant.

Right to complain: You have the right to complain to the Information Commissioner's Office (ICO), the supervisory body of GDPR in the UK, if you feel we have failed to meet our duties and obligations to you under the Data Protection Act 2018 in relation to your personal data.

Contact Us

Please contact our Corporate Services team to make any requests in relation to your rights, or if you have any queries about the Data Protection Act 2018, GDPR or Solon's Data Protection Policy.

Phone: 0117 924 4071

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10 Eastgate Office Park, Eastgate Road, Bristol BS5 6XX

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