Privacy Notice

Here at Abri, we are committed to protecting your privacy and take the security of your information very seriously.

This Privacy Notice sets out how we will use and protect all information we collect about our Customers, and those living in communities where we have homes. This is in accordance with the General Data Protection Regulation 2016, the Data Protection Act 2018 (‘Data Protection Legislation’), and any legislation that replaces it after 1 January 2021.

This notice applies to all current, former and potential customers who live in our homes as a tenant, shared owner, occupier or any other kind of lessee or sub-lessee, who have access to the housing services we provide. It also applies to neighbours, visitors, and to any next of kin that has been nominated by our customers.

We also have other specific privacy notices (listed below), which may also apply to you if you have another kind of relationship with Abri. Some of these can be found on our website and others available on request.

  1. Colleague Privacy Notice
  2. Board Member Privacy Notice
  3. Job Applicant Privacy Notice
  4. Contractor Privacy Notice
  5. Home Buyer Privacy Notice
  6. Customer’s Authorised Contact Privacy Notice

We process your data in accordance with relevant Data Protection Legislation, this Privacy Notice and our General Data Protection Policy.

Who we are

When we say ‘we’ or ‘us’ in this document we’re generally referring to those companies which form part of the Abri Group of Companies, of which Abri Group Limited is the parent company, namely:

These organisations are data controllers and in this Privacy Notice are collectively known as Abri.

What sorts of information do we collect and hold

We collect and process a range of data about you. Depending on the relationship we have with you, this may include: ·

We also process special categories of information (sometimes called ‘sensitive information’) that enable us to provide services that will meet your needs, protect your interests, and also to comply with our legal obligations under Equalities Legislation.

These special categories may include:

Closed circuit television (CCTV)

The CCTV systems installed across our buildings and sites are for safety and crime prevention only. Clearly visible notices are provided where CCTV is used, except in the rare instances where covert CCTV is in place (directed away from public spaces) for legitimate legal reasons i.e. in cases of ongoing serious ASB, domestic violence or other criminal actions perpetrated against a particular household. The reception area and interview rooms of certain Abri corporate buildings have CCTV and optional voice recording facilities which will only be activated with your knowledge (usually by use of notices).

CCTV images can be shared with lawyers, police and other agencies working to prevent or investigate crime, improve public safety or resolve antisocial behaviour.

CCTV images may also be shared with insurance companies for the purpose of determining liability for damage or harm caused by an incident involving those shown in the footage.

CCTV images are also retained for up to eight weeks or, until enforcement action is complete, and images that are no longer required will be destroyed.

Abri has a CCTV policy which can be accessed via our website

How we collect information about you

We collect information about you throughout our relationship. This includes:

In some cases, we may collect information about you from third parties, such as your next of kin or authorised contacts, local authorities, landlords, health services, the police or neighbours (in the case of complaints or concerns raised about you).

How do we use your information?

We process personal information to enable us to manage our business of providing social and affordable housing, accommodation and services, which may include any of the following:

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

Who might we share your information with?

Where it is necessary to share information about you, we will always comply with all aspects of Data Protection Legislation. Set out below are examples of when this may occur.

Some of your information will be accessible by colleagues, with those parts of our organisation that are involved in supporting our services to you.

We sometimes need to share personal information we process with others, including next of kin (particularly in emergencies or when we urgently need to carry out gas safety inspections and are struggling to fix an appointment with you), anyone who has been designated by you as authorised to receive information in specific circumstances, or to help you manage your account with us.

Occasionally, we may need to share your information with other organisations. We will only do so when reasonably necessary, and when we have a lawful basis, either because you have consented, or the Data Protection Legislation enables us to do so for another reason. Occasionally we share your information because we are compelled to do so, for example, because a court has ordered it, or because we have to do so under law.

Where reasonably necessary and lawful, we may share certain information with:

Lawful grounds

We collect, use and occasionally share your information for reasons which are recognised as lawful. These include:

  1. the performance of: our landlord’s obligations under your tenancy, lease or shared ownership contract with us; or other service contract we may have with you.
  2. compliance with obligations imposed by law on us as landlords;
  3. protecting the vital interests of our customers, staff or contractors when their life, health or well-being are seriously at risk;
  4. the performance of a task carried out in the public interest eg. safeguarding of children and vulnerable adults;
  1. when you have provided us with your consent, eg. to allow us to send you information about services and opportunities that might interest you as our tenants. For more information on consent see page 7 of this Notice.

When we have collected sensitive information, we need additional special reasons for doing so and these might include:

  1. your express consent
  2. it is necessary for social protection
  3. it is necessary for bringing or defending a legal claim
  4. it is in the substantial public interest, for example in respect of measuring and monitoring performance against equalities standards.

How long we keep your information

We will always keep your information in accordance with the law and regulation, and we’ll never keep your information for longer than is reasonably necessary.

Your basic tenancy or lease information (i.e. your name, date of birth and address while a tenant of any landlord within the Abri Group) will be stored permanently against any tenancies you have had with us but once your tenancy has ended, we aim to delete all other information six years after your tenancy has ended.

Recordings of standard telephone conversations are held for a period of time which will not exceed six months unless they are deemed abusive or threatening, or if they contain content which is relevant to an ongoing investigation, in which case they will be kept until all relevant investigation actions are complete.

Information security

We take the security of your data seriously, and we have internal policies, controls (electronic, physical and managerial) and procedures in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed unlawfully to others, and is only accessed by our colleagues in the proper performance of their duties. These security measures include:

If you are registered with our customer portal, you are the owner of your username and password, you mustn’t share this information with anybody else.

International Transfers

It may sometimes be necessary to transfer personal information outside the UK as a result of our requirements for data hosting services. If we do this your personal information, will continue to be subject to appropriate safeguards as set out in Data Protection Legislation.

Links to other websites and use of digital platforms 

We will sometimes provide you with links to other websites, but these websites are not under our control. We will not be liable to you for any issues arising in connection with their use of your information, the website content or the services offered to you by these websites. Therefore, we would advise you to consult the privacy policy and terms and conditions on each website to see how they may process your information.

In addition, when using other digital platforms such as Facebook and social networks, please remember it is your responsibility to set appropriate settings on your accounts so you are comfortable with how your information is used and shared on them.

Your rights

Access to your personal information

You have the right to a copy of the personal information that we hold about you. This is often called a Subject Access Request (SAR), and there are limits to this right, such as where the disclosure of the information would unreasonably impact the data protection rights of a third party. 

Before providing personal information to you or another person on your behalf, we may ask for proof of identity and information about your interactions with us so that we can locate your personal information. Your request can be submitted through our customer portals or it can be emailed to

Correction of your personal information

If any of the personal information we hold about you is inaccurate or out of date, you can request that it be corrected or updated. Or you can amend it yourself by logging in to the customer portal and editing you records.

Right to object to our processing of your data

If we rely on our legitimate interests as a basis for processing your personal data, you have the right to object to our continued use of that information, unless we can show that there is a compelling reason for the processing to continue or we are bringing or defending a legal claim.

Right to erasure of your personal information

You have the right to ask us to erase your personal information if:

We can refuse to erase your personal information in certain circumstances, including, when:

You have the right to receive and reuse your personal information which you have provided to us, for your own purposes across different services. This applies where the processing is based on your consent or for the performance of a contract and when processing is carried out by automated means.


In some circumstances, your consent is the legal basis for us using your information.

Consent must be freely given by you for a specific purpose; we will always clearly explain why we need the information we have asked you for. Consent must be clearly given; so, we never assume your consent, or use pre-ticked boxes to communicate consent.

You have the right to change your mind at any time and withdraw your consent.  The consequence might be that we can’t do certain things for you. Consent can be withdrawn using our customer portal , by emailing or by writing to us at the address given below.

Contact us

If you’d like to exercise any of these rights or have a question about this policy or the way your personal information is used, please contact our Data Protection Officer by one of the following means:

By emailing:

Online: through logging on to the customer portal

By Phone: via our Customer Experience Service Centre:

- for customers in Somerset, Dorset and Devon:  01935 404 500

- for customers in all other locations: 0300 123 1567

By Post: Data Protection Officer, Abri Group Ltd., Lupin Way, Yeovil, Somerset BA21 8WN.

Lodge a Complaint via our Complaints team

You can lodge a complaint about the handling of your personal data at any time by calling our Customer Service Centre on the phone numbers given above; or by emailing

Lodge a Complaint with the Supervisory Authority

You have the right to lodge a complaint to the Information Commissioner’s Office (UK’s Supervisory Authority) go to or ring 0303 123 1113 to find out more.


Contact our sales team on 01935 404006 or email