View the Surrey Heath Borough Council privacy notices.

Contact Centre privacy notice

What information do we collect from you?

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity data; includes first name, maiden name, last name, marital status, title, nationality, date of birth, gender, and voice recordings.
  • Contact data; includes billing address, delivery address, email address, telephone numbers, and usage details.
  • Marketing and Communications data; includes your preferences in receiving marketing from us and our third parties, your communications, and complaint information.

We use different methods to collect data from and about you through direct interactions. You may give us your Identity, Contact, and Marketing and Communications data by filling in forms or by corresponding with us by post, phone, or email. This includes personal data you provide when you 

  • apply for our products or services;
  • subscribe to our service or publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us some feedback, submit a complaint.

When you telephone the SHBC Contact Centre, your call may be recorded. The main reason why your call is recorded is to protect both parties to the call. If there is a dispute about the contents of the call, for example, then the recording may be referred to in order to help resolve any disagreement. Calls may be recorded to protect staff from aggressive, abusive or nuisance calls. Callers to our main number 01276 707100 will hear a recorded message advising that calls may be recorded. Recordings are kept for 1 year. If you have a dispute and need to obtain a copy of a call recording, please contact in the first instance.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please email (link sends email) if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Purpose/Activity Type of data Lawful basis for processing
To register you as a new customer

(a) Identity


(b) Contact

(a) Performance of a contract with you

To manage our relationship with you which will include:


(a) Notifying you about changes to our terms or privacy policy


(b) Asking you to leave a review or take a survey

(a) Identity


(b) Contact


(c) Marketing and Communication

(a) Performance of a contract with you


(b) Necessary to comply with a legal obligation


(c) Necessary for our public task (to keep our records updated and to study how customers use our products/services)

To log a complaint

(a) Identity


(b) Contact


(c) Marketing and Communication

(a) Performance of a contract with you


(b) Necessary for our public task in the public interest

To manage the services we provide to you

(a) Identity


(b) Contact


(c) Marketing and Communication

(a) Necessary for our public task in the public interest


(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)

Call recordings

(a) Identity

(b) Contact

(a) Necessary for our public task (to provide a service to you

(b) Substantial public interest under condition 6

Who we will share your data with

We may have to share your personal data with staff within the Council, Council members and third parties including but not limited to:

  • Joint Waste Services – Waste collection services
  • Amey – Domestic waste collection
  • Sodexo – Pitch bookings
  • SDK – Pest control
  • Surrey County Council – Parking services

We will only share your information when it is necessary and will only share the minimum amount of information.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

Transferring data outside of the EEA

We do not transfer your personal data outside the European Economic Area (EEA).

How we handle data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

How we handle data breaches

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How long will we retain your information for?

We will retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Details of retention periods for different aspects of your personal data can be requested from us by emailing (link sends email)

In some circumstances you can ask us to delete your data.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

What are my rights with regards to data?

Please see the Your Legal Rights section of the main Privacy Notice.