Visiting our website

When you visit this website we collect standard internet log information, such as your IP address, host name, browser type and operating system.

This information may be used to help diagnose problems with our server and to administer our website, so we can improve your experience of viewing the site.

We may also use this information for other purposes deemed reasonable and necessary.

See our cookie policy for more on the information we collect from you when you visit our site.

Live chat

Our live chat service is in place to help website visitors get answers to any questions they may have.

We only ask for your name, email address and address to help provide the best possible service to visitors. These questions are optional.

Any information discussed over live chat is secured and encrypted by the provider, Live Chat.

As a user of our live chat service, you take full responsibility for any information you provide to us.

View Live Chat's privacy policy here.

Data protection

We are committed to complying with UK data protection legislation and ensuring we uphold your rights under the Data Protection Act 1998

The accuracy and security of your personal information is a key responsibility of ours and is recognised as an essential part of maintaining your trust and confidence. 

We will only collect the minimum information necessary to provide you with the services you request and for the purposes of establishing, managing and maintaining your tenancy.

We never sell, rent or lease information about our tenants and service users but may disclose or exchange personal information where necessary with other authorities and organisations where we are required to do so by law, for example, the police, courts, benefit agencies and other government authorities.

We work with other third party organisations and business partners that provide services on our behalf and may share some of your personal data with them where it is legitimate for us to do so.

The type of services we share your data for include:

  • Property management
  • Social care and support services
  • Billing agents
  • Financial management
  • Credit reference agency searches
  • Identity verification
  • Community development schemes
  • Complaints, mediation and arbitration services
  • Research, statistical analysis and service improvement

Sensitive categories of personal data such as physical or mental health records will not be disclosed without your consent.

We will not supply our business partners with your personal information unless we are satisfied that it is legitimate for us to do so. We will only do so in accordance with strict data sharing protocols designed to maintain your rights and keep your data secure.

Personal data

We have a duty to inform you about how we use any personal data you give us, particularly if this is for any purposes that might not be immediately obvious to you and with whom it will be shared.

Generally this is achieved by informing you when we collect your personal information, for example, when you make an application for our services or sign a tenancy agreement, but it can also be achieved by providing you with information in other ways.

In all circumstances we must comply with the 8 guiding principles of Data Protection when handling your personal information.

Why we need to collect your data

We do this in order to provide you with a service that meets your needs.

We will process, i.e. collect, store and use the information you provide in a manner that is compatible with the Data Protection Act 1998.

The aim is not to be intrusive, and we will not ask irrelevant or unnecessary questions. The information you provide is subject to rigorous measures and procedures to minimise the risk of unauthorised access or disclosure.

Sharing details across mhs homes

At mhs homes we are firmly committed to delivering accessible, appropriate, timely and effective services.

To achieve this we aim to improve our centralised customer database so that it is a hub for all services. 

Our aim is to ensure that we have one master record containing your details, together with relevant information about you.

This helps us to maintain the accuracy of your personal information, tailor services to meet your needs and provide us with an opportunity to continually seek service improvements.

Data matching

Data matching involves comparing computer records held by one body against other computer records held by the same or another body to see how far they match. This is usually personal information.

Computerised data matching allows fraudulent claims and payments to be identified. Where a match is found it may indicate that there is an inconsistency which requires further investigation.

No assumption can be made as to whether there is fraud, error or other explanation until an investigation is carried out.

We intend to participate in the National Fraud Initiative (NFI) data matching exercise carried out by the Audit Commission.

Our participation in NFI will assist in the prevention and detection of fraud against mhs homes and organisations within the public sector.

We will participate on a voluntary basis and provide the Audit Commission with particular sets of data for matching as set out in the Audit Commission’s guidance.

The use of data by the Audit Commission in a data matching exercise is carried out with statutory authority under its powers in Part 2A of the Audit Commission Act 1998.

It does not require the consent of the individuals concerned under the Data Protection Act 1998.

Data matching by the Audit Commission is subject to a Code of Practice

Further information on the Audit Commission’s legal powers and the reasons why it matches particular information is available here. For further information on data matching at mhs homes, contact Andrew Pert on 01634 354081.

Email communications opt-out

If we hold your email in our database, occasionally we will send you emails about the following: account and service updates, events and information, news and surveys. You can unsubscribe at any time by completing our email unsubscribe form

My Account

The My Account service is provided to our customers to manage their account with us. It is encrypted using SSL security and the data contained is hosted by mhs homes.

Finding out more

You can find out what personal information we hold about you and how we process it by contacting our Data Protection Officer. Please write to 'Data Protection Officer' at the usual mhs homes postal address, or send an email to 'Data Protection Officer' at contactus@mhs.org.uk.

All organisations that handle personal information need to be registered with the Information Commissioner. The Commissioner is responsible for enforcing the Data Protection Act and providing guidance. 

Other websites

This privacy policy does not cover the links within this site linking to other websites. We encourage you to read the privacy statements of the other websites.

The information we have given is provided for convenience and may not be extensive or all-inclusive.