Access Islington privacy notice

Last updated: March 2026 

What this notice is about 

When you call us, we use the council’s phone system (8x8) to answer and manage calls. In some cases, we use your phone number to help find the right My Islington record so we can deal with your enquiry more quickly. This happens after an adviser answers your call. Your phone number is included in the link used for the search and may appear in technical system logs, which are only available to authorised support staff. 

Where call recording is enabled, we may record calls. Recordings may be used for purposes such as quality monitoring, staff training, preventing and detecting fraud, and investigating and resolving complaints. Recordings are stored within the council’s contact centre phone system and may include the audio of the call and related call details (for example the date, time, duration, and the phone number used to make the call). Access to recordings is restricted to authorised staff and service providers who support the system.

You should also read our main privacy notice, which gives more details about our approach to call recording, your rights and how to contact us.  

What information we collect, hold and use

We may collect: 

• your full name 
• your contact details such as email, address and telephone number 
• financial details if you are making a payment 
• information about your accessibility needs 
• records of your interactions with us including correspondence 
• information about the services you receive 
• information about your housing status 
• information about any particular needs or vulnerabilities that you share 
• information you provide about your reasons for calling the council including complaints 
• call recordings 
• information relevant to any services you are requesting (please refer to the privacy notice for the relevant service). 

Where we get your information from 

We get information from: 

• you give it to us directly 
• someone else like a solicitor or representative that you have asked to act on your behalf 
• from other council departments where this is relevant to your enquiry. 

How we use this information

We use this information to: 

• provide services appropriate to your needs 
• refer you to third party organisations such as community support services or advice organisations (if you consent) process payments 
• where call recording is enabled, recordings are made and stored in our contact centre phone system (8x8) for these purposes 
• call recordings may also be reviewed where necessary to evidence the advice given, support service improvement, and help us manage complaints. We only access recordings when there is a legitimate need to do so, and access is limited to authorised staff 
• to send you a customer satisfaction survey via email (you can choose not to complete this). 

Our legal reasons for processing (using) your data 

Under UK General Data Protection Regulations (UK GDPR), the Data Protection Act 2018 (DPA 2018) and the Data Use and Access Act 2025 (DUAA 2025) we use your data because: 

• we are doing something in the public interest or as part of our official duties (public task) 
• in other circumstances where you give your consent (you said that we can). 

Other laws that apply to our services 

We follow these laws: 

• Privacy & Electronic Communications (EC Directive) Regulations 2003 (PECR) 
• Equalities Act 2010 
• Additional legislation will apply as relevant to the specific council service, such as Revenues and Benefits. See the privacy policies for these services for full details. 

Who we share your information with 

We may share your information with: 

• other departments within the council for example our complaints, safeguarding or parking teams 
• third parties such as contractors who deliver services on our behalf  
• our technology and communications service providers who support our contact centre and telephone systems (including call handling and call recording) 
• community groups who may be able to offer you support (if you give consent) 
• police and fraud prevention agencies 
• government departments, for example Department for Work and Pensions, HM Revenue and Customs or the Home Office 
• your solicitor or representative if you have one. 

How we store your data 

We keep your information safe in our secure management system. Only staff who need it can see it.  

To find out how long we keep your data check our main privacy notice and retention schedule. 

Call recordings are kept only for as long as necessary for the purposes described in this notice and in line with the council’s retention policies. In some circumstances, recordings may need to be retained for longer where this is required to deal with a complaint, legal claim, audit requirement, or safeguarding matter. 

Your individual rights

You have rights over your personal data. For more details see our main privacy notice and the page about your individual rights.  

Complaints

If you are unhappy with how we use your data please see the council’s main privacy notice to find out how to make a complaint.