Customer Experience privacy notice

What information do we collect and why do we collect it?

We collect personal and identifying data such as your name, address and date of birth to handle enquiries. We will use this information to answer your queries, manage your tenancy and comply with our legal obligations.

If it is appropriate we may collect additional information about your home or income, to enable your query to be solved efficiently by colleagues.

We also collect contact details for you, including next of kin information. We will use this information to manage your tenancy and to contact you in an emergency.

How do we collect this information?

We partner with a company called Puzzel who provide our Contact Centre system that directs your contact to our colleagues.

We have a strict relationship with Puzzel in terms of how your data is managed in this system which is compliant to UK General Data Protection Regulation (GDPR). Information supplied to us via Puzzel will be stored in Puzzel's system for 12 months from the date it is received.

We also collect information when you use your My NCHA account. Please read the My NCHA privacy notice for further details.

Who will we share it with?

The information you provide is treated as confidential unless NCHA is required to share the information either for contractual reasons or where we are required to by law.

For example, your information may be shared with contractors to allow them to complete repairs. Where there is no contractual or legal requirement, data will only be shared with your consent.


From time to time we would like to send you information about NCHA events and services that may be of interest to you. If you have consented to receive marketing, you may opt out at any time you wish by contacting us.

Access to your information and correction

You have the right to view any information the organisation holds about you. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

How to contact us

Please contact our data protection officer if you have any questions in relation to this notice or the information we hold about you.


Last updated: November 2022. Review due: November 2023.