Privacy Policy

We keep some information when you visit our website. We keep that information secure and let you know what we will do with it to protect and respect your privacy.

Our privacy policy statement

This statement explains what personal data we collect from you and how we process it. This also applies to our terms of use and any other documents referred to on it.

This notice applies to Gentoo Group or its subsidiaries activities, including our website. If you leave our site using a link or otherwise, you will be subject to the policy of that website provider. We have no control over that policy or the terms of the website. You should check their policy before continuing to access their site.

The Data Protection Act 2018

The data controller is Gentoo Group of 2 Emperor Way, Doxford International Business Park, Sunderland, SR3 3XR. Gentoo Group Limited is a charitable community benefit society, registration number 7302.

Trust and transparency

We are committed to keeping your data safe and secure. We will never sell your personal details to anyone and will only use your data for the purposes we tell you about. We will always explain what information we are collecting about you and why.

Our aim is to put you in control of what happens with your data.

Information we may collect from you

We may collect and process information that you provide to us through the forms on our site. This includes information you provided at the time of registering to use our site, subscribing to our service or requesting further services. We may also ask you for information when you report a problem with our site.

We may also collect:

  • your name
  • contact details
  • information about rent payments and repairs
  • information from job applications
  • a record of when you contact us
  • information from surveys you have completed

We may record any telephone calls made to us for quality and monitoring purposes. Our offices and neighbourhoods have CCTV cameras for safety and security. There are signs marking the location of where CCTV cameras are.

Our site may collect details of your visits to our site, including:

  • traffic data
  • location data
  • web server logs
  • operating system
  • browser usage
  • other communication data


We may collect and process extra information to make sure you and our staff are safe against COVID-19.

Information will be taken to manage and contain the virus, as advised by:

  • the government
  • the Information Commissioner's Office
  • health professionals

Website related IP addresses and cookies

We may collect information about your computer, including:

  • your IP address
  • operating system
  • browser type

This is statistical data about a user's browsing actions and patterns. The data does not identify any individual or collect personal information.

We may get information about your general internet usage by using a cookie file, which is on your computer's hard drive. The use of cookies helps us to improve our site and to deliver a better and more personalised service.

Cookies help us to:

  • estimate our audience size and usage pattern
  • store information about your preferences, and individual interests
  • speed up your searches
  • recognise you when you return to our site

You may refuse to accept cookies by activating the setting on your browser. Our site will issue cookies, unless you have refused cookies in your browser settings.

We also use Google analytics to review where our customers access our website from. You can opt out of Google analytics.

Uses made of the information

When we collect information about you, we will tell you what we will do with that information. We may need the information in to provide you with a service, and we may also need your permission. We will explain that when we ask you to provide the information.

We will use the information to:

  • provide you with our housing management service so you can pay your rent and report a repair online
  • analyse and improve our services
  • contact you about our services
  • notify you about changes to our service

If you do not want us to use your data in this way, or to give your details to third parties for marketing purposes, make sure you do not tick the relevant box on the form when we collect your data. You will always have that choice where appropriate.

Who we will share your information with

We will never sell your personal information.

We do not share your information with third parties without your consent. We will only share this if it is required by law or other legal processes.

We use third party suppliers and sub-contractors in some parts of our business. They will need some of your personal information so they can complete the work in your home.

We may disclose your personal information to third parties:

  • in the event that we sell or buy any business or assets
  • if we are under a legal duty, like for the purposes of crime prevention or detection
  • to help protect the public funds it receives

We take part in the National Fraud Initiative. The initiative compares electronic data between public and private bodies to prevent and detect fraud.

This does not need your consent under the Data Protection Act 1998, but we will inform you. Read more about the National Fraud Initiative.


We make sure your information is secure. To prevent unauthorised access, we have physical, digital and operational procedures to safeguard and secure the information we collect and process.

Your rights

You have the right to ask us not to process your personal data for marketing purposes.

We will always inform you if we intend to use your data for marketing purposes or give your details to third parties. We will ensure that anyone we have agreed to share information with also complies.

You can prevent such processing by not checking the relevant boxes on the forms we use to collect your data. To contact our Data Protection Officer, you can:

Our site may contain links to and from the websites of our partner networks, advertisers, and affiliates. These websites have their own privacy policies and we do not accept any responsibility or liability for these policies. Check these policies before you submit any personal data to these websites.

You have the right to access the information we hold about you. Access to information is free unless the information provided is excessive. If so, we may charge you for providing you with details of the information we hold about you. Once you submit an access request, we will provide the information within 30 days.

You have the right to have:

  • inaccurate information updated
  • your information erased

We are unable to erase information if we need it for legal or relevant reasons, like if you are a current tenant.

If you are not satisfied with how we have dealt with your request, you can contact the Information Commissioner's Office.

Changes to our privacy statement

We will post any changes we make to our privacy statement on this page. You can regularly check this page to keep up to date with any necessary changes.


Any questions about our privacy statement can be sent to our Data Protection Officer. To contact them, you can: