Call Recording

We currently process the following information about you: 

• A recording of the conversation  
• Your telephone number 

To make a payment over the telephone you require to use your telephone keypad to provide your payment details – no payment information is recorded.  

We currently record calls in the following areas:  

• Link Housing Customer Service 
• C~urb Property Repairs

We use the recordings of telephone calls for:  

• Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas. 
• Training and Development – Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings, but any transcripts are anonymised. 
• Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs and gain a more informed view of organisations we signpost to. 
• Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations. 
• Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual. 

 We may share recordings of the calls, in limited circumstances, with Police Scotland (or other law enforcement agencies and government departments).  

Personal data 

We have a legitimate interest in recording telephone conversations. 

Special category data 

Any special category personal data will be processed with your explicit consent. 

The recordings of telephone conversations are securely stored on the Horizon Collaborate platform.  

Recordings of telephone conversations are stored for three months. 

You have the right to ask us for copies of your personal information. 

You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. 

You have the right to ask us to erase your personal information in certain circumstances. 

You have the right to ask us to restrict the processing of your personal information in certain circumstances. 

You have the the right to object to the processing of your personal information in certain circumstances.

You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.