Coronavirus (COVID-19)
Some of our services have temporarily stopped or changed. See our Changes to Council services page for services’ status and our Coronavirus updates section for latest information.

Warm Homes Scheme Privacy Notice

Details of what information we collect from you, what we do with it and who it might be shared with

What information do we collect from you?

We collect personal information about you such as your name, postal and email address, telephone number and date of birth.

We will also collect other information that you may feel is sensitive to you, for example financial, benefit and health information.

Why do we collect this information?

We collect this information to provide you with a service you have requested from us. You can tell us to stop using your information at any time. But we may have to stop providing the service to you.

Who might we share your information with?

Maidstone Borough Council stores your information on our behalf. View the Maidstone Borough Council privacy information here.

Your information will be shared with Kent County Council who operates the Warm Homes scheme with Tunbridge Wells Borough Council. View Kent County Councils privacy information here.

Your information will also be shared with our Warm Homes Contractor who will contact you regarding the service you have enquired about. This is to determine if you are eligible for any funding (where applicable) and to discuss your application. For details on how our Warm Homes contractor uses your personal information, please refer to their privacy policy.

What do we do with your information?

Your information is used to:

  • Assess your application
  • Inform our Warm Homes contractor (who is our data processor) to get in contact with you regarding the service you have enquired about and to determine if you are eligible for any funding (where applicable).
  • Inform your local district council, to assist with your referral, where needed, and to determine if you are eligible for funding (where applicable)
  • Analyse the data within each district to evaluate the success of the scheme across geographical areas. This data may be analysed by KCC or your local district council, and may be shared with wider partners in an aggregated and anonymised format.
  • Analyse trends in equalities data to understand who is accessing our service and ensure that everyone is treated fairly and equally, and that no one gets left out. We won't share the information you give us with anyone else. We'll use it only to help us make decision and improve our services. Your personal data will be anonymised when this analysis is carried out.

We will not use your information for any other purposes without your consent, or without telling you first.

Sometimes we have to give your information to other authorities, organisations or people. This would be for the prevention or detection of crime, or because of legal matters, for example. We don not need your consent to do this, but if we can, we will let you know if we have passed your information on.

How long to we keep hold of your information?

For as long as we need it. Once we no longer need it, we will keep it for a set period (a retention period) but not use it. When the retention period expires we will delete your information from our records.

You can view our Retention Schedule here.

What security precautions are in place to protect the loss, misuse or alteration of your information?

We are strongly committed to data security and will take reasonable and appropriate steps to protect your personal information from unauthorised access, loss, misuse, alteration or corruption. We have put in place physical, electronic, and managerial procedures to safeguard the information you provide to us.

How can I access the information you hold about me, find out further information on privacy rights, or raise a concern?

Email the Data Protection Officer at

Other ways to contact

01892 554077

The Data Protection Officer,
Tunbridge Wells Borough Council
Room 110,
Town Hall,
Royal Tunbridge Wells, Kent

A - Z of council services