Big Door Knock privacy notice
Nottingham Community Housing Association (NCHA) is a registered housing provider delivering housing and support services to communities. As part of our commitment to improving our services and supporting our tenants, we carry out activities such as the Big Door Knock.
Throughout this privacy notice, “you” refers to tenants, household members, and other individuals whose personal information we may process as part of this activity.
This Privacy Notice explains how we collect, use and protect personal information as part of the Big Door Knock initiative.
What is the Big Door Knock?
As part of NCHA’s Big Door Knock, colleagues will visit your home to say hello, listen to your experiences, and better understand how living in an NCHA home is working for you and your household.
The Big Door Knock has two main purposes:
- To gather general feedback about living in your home and neighbourhood, and your experience of NCHA as a landlord
- To identify any support needs or service adjustments that may help us provide services in a way that better meets your needs.
Participation in this activity is entirely voluntary. Choosing not to participate will not affect your tenancy or the services you receive from NCHA.
Who is responsible for your information?
NCHA is the data controller for the personal information collected through the Big Door Knock activity.
Nottingham Community Housing Association
9 Clifton Lane
Fairham Brook Drive
Clifton
Nottingham
NG11 8PY
If you have questions about how your information is used, you can contact our Data Protection Officer.
What information we collect
During the Big Door Knock, we will collect information including:
- Name, address and contact details
- Feedback about living in your home and neighbourhood
- Feedback about what is working well and what could be improved
- Information about service adjustments or support needs that may help us deliver services appropriately
- Accessibility or communication needs
- Equality monitoring information, where you choose to provide this.
In some cases, we may also record limited information about household needs where this is necessary to provide housing-related services. For example, mobility or accessibility requirements, hearing or sight impairment, or health impacts relating to housing conditions such as damp or mould.
We ask colleagues to record only the minimum information necessary to provide appropriate support.
Special category information
Some questions may involve special category data, for example information about disability, health, accessibility needs, or other circumstances relevant to any support or service adjustments you may need from us.
We only collect this type of information where it is relevant to understanding and meeting your needs and improving how we deliver housing-related services. We record only the minimum necessary information.
You do not have to provide this information, and choosing not to do so will not affect your tenancy.
Why we collect and use your information
We use information collected during the Big Door Knock activity to:
- Understand tenants’ experiences of living in NCHA homes
- Improve housing services and community engagement
- Identify any support needs or service adjustments
- Improve the way we communicate with and support customers
- Identify any potential issues affecting tenant wellbeing or housing conditions
- Update tenant contact details.
Some responses will also be used to produce aggregated insights to help us improve services across our communities.
What legal grounds we rely on for use of personal information
We process personal data under Article 6(1)(f) UK GDPR (Legitimate Interests) for the Big Door Knock activity, as it helps us to improve housing services, understand tenant experiences, and identify support needs in order to deliver appropriate housing services.
Where we process information relating to health, disability or accessibility needs, we rely on Article 9(2)(g) UK GDPR (Substantial Public Interest), together with DPA Schedule 1, Paragraph 8. This allows us to process limited special category data where necessary to support individuals and ensure services are delivered appropriately.
Who we share information with
We will only share your information where necessary and lawful to do so.
Your information may be shared internally with relevant NCHA teams where required, including:
- Housing management teams
- Assets and Property Services teams
- Customer Services teams
- Safeguarding or support teams.
We also use trusted service providers to help us operate our systems, such as Smart Survey, who process data on our behalf and are required to keep information secure and confidential.
We do not sell or share your personal information for marketing purposes.
Where your information is stored
Information collected during the Big Door Knock is recorded using secure NCHA devices and stored in NCHA systems.
Where relevant, information about service adjustments will be added to the tenant record within our housing management system so that colleagues can take these needs into account when delivering services.
Access to this information is restricted to authorised staff who require it to perform their role.
International data transfers
We do not intend to transfer your personal information outside the United Kingdom.
If any data processing services involve storage or processing outside the UK, appropriate safeguards will be put in place to protect your information.
How we keep your personal information safe
NCHA uses appropriate technical and organisational measures to protect personal information from loss, misuse or unauthorised access.
These measures include:
- Secure systems and devices
- Restricted system access
- Staff training on data protection
- Secure data storage and transmission.
How long we retain your personal information
We only keep personal information for as long as necessary for the purposes described in this notice.
Information collected will be held in the Smart Survey system for up to six months after completion of the Big Door Knock. After that point, information will be retained as follows:
- Information used to update tenants’ records will be retained in accordance with NCHA’s retention schedule (the life of the tenancy plus six years)
- Information collected during the survey will be reviewed and, where required for service delivery, transferred to the appropriate system
- Personal data not required for ongoing service delivery will be deleted or anonymised once analysis is complete
- Information used for reporting and service improvement will be retained in an aggregated or anonymised form.
What are your rights?
Under UK GDPR, you have rights regarding your personal information. The rights that apply to this activity include:
- The right to access your personal information
- The right to have inaccurate personal information corrected
- The right to object to processing
- The right to restrict processing
- The right to complain to the data controller.
You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your data has been used unfairly.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113
www.ico.org.uk
Contact us
If you have any questions about this privacy notice or how your information is used, please contact:
Data Protection Officer
Email: data.protection@ncha.org.uk
Phone: 0800 561 0074
Published April 2026.
