How Matti’s memory works

Last updated: September 2026

What is Matti’s Memory? 

Matti’s Memory is a feature that helps Matti remember a small amount of useful information from previous conversations so that you do not have to repeat the same information every time you contact us. 

For example, if you have already explained a communication preference or recently contacted us about a particular issue, Matti may be able to take that information into account when you return. This can help make conversations quicker, more consistent and less frustrating. 

Matti’s Memory is designed to support conversations with residents. It is not intended to replace council records or make decisions about you. 

You should read the information on this page along with the Matti’ AI Assistant privacy notice as well as our main privacy notice, which provides more information about how we use personal information, your rights and how to contact us. 

What information might be remembered?

Matti does not keep a copy of every conversation as a memory. 

Instead, Matti may create a short summary of something that could be useful in a future conversation. For example, this might include: 

• a communication preference you have told us about 
• a brief summary of a previous issue you contacted us about 
• a short note explaining how an earlier matter was resolved, or 
• other information that helps provide a more consistent service. 

The information stored is intended to be short, relevant and proportionate to the service being provided. 

What information will not be remembered? 

Matti is not designed to save full conversations as memories. 

Memory is also not intended to store: 

• unnecessary personal information 
• information about other people that you may mention during a conversation 
• information that could create a risk to your privacy or someone else's privacy, or 
• information that is not relevant to the service being provided. 

Where information is considered inappropriate or unsuitable for retention, it will not be used as a memory. 

How are memories created? 

After a conversation, Matti may identify information that could be useful in future interactions. 

Before that information can be used as a memory, it must pass a series of checks designed to identify information that should not be retained, such as information about another person or content that is inaccurate, unsafe or inappropriate. Some memories may also require review by council staff before they can be used. 

This means Matti does not automatically remember everything that is said during a conversation. 

Can one council service see memories from another service? 

No. 

Memories are separated by council service. For example, information remembered by Matti when helping with a Housing Repairs enquiry would not automatically be available if you later contacted a different Matti service, such as Council Tax. 

This separation helps protect privacy and ensures information is only used where it is relevant to the service you are using. 

Can one resident see another resident's memories? 

No. 

Matti’s Memory is designed so that information associated with one resident cannot be retrieved during another resident's conversation. The system includes safeguards intended to prevent information being shared between different residents. 

Does Matti use memory to make decisions about me? 

No. 

Matti’s Memory provides context that may help Matti understand your enquiry and provide a more useful response. However, memories are not used to decide:

• whether you are entitled to a service 
• your Council Tax liability 
• whether enforcement action should be taken 
• the priority of a repair, or 
• any other decision that has a legal or significant effect on you. 

Those decisions continue to be made through the council's normal processes and systems, with human oversight where required. 

How long are memories kept? 

Matti’s Memory is designed to remember information only for as long as it remains useful and appropriate. 

The council applies retention controls to ensure memories are not kept indefinitely and can be removed when they are no longer needed. 

Can I ask for a memory to be corrected or removed?

Yes. 

If you believe information held as a memory is inaccurate, no longer relevant or should not be retained, you can contact the council and ask for it to be reviewed. 

The council will consider requests in line with data protection legislation and your rights under the UK General Data Protection Regulation (UK GDPR). 

How does Matti Memory protect my privacy? 

The council has designed Matti’s Memory to help residents while protecting their information. 

The safeguards include: 

• storing only limited and relevant memories rather than full conversations 
• checking proposed memories before they can be used 
• separating memories by resident and by council service 
• maintaining audit records of memory activity, and 
• providing processes to review and remove memories where appropriate. 

These controls are intended to ensure that Matti’s Memory improves the resident experience without creating unnecessary privacy risks. 

Your individual rights 

You have rights over your personal data, including the right to request access to information we hold about you, and in some circumstances to request correction, restriction or objection to processing. 

For more information about your rights, please see our main privacy notice and information about 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 with the council or the Information Commissioner's Office (ICO).