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Privacy notice for survey respondents and those involved in customer research

We will process any personal data we collect through our research (customer satisfaction survey, user research mailing list, Advisory Forum) in accordance with current data protection laws.

This notice is separate to how we deal with your information as part of an investigation of your complaint.

We process information to help us to understand our customers. This information could include:

  • opinions about our service
  • name, address, sex, age
  • qualifications, employment status
  • marriage or civil partnership
  • pregnancy or maternity

We also process special categories of personal data to meet our obligations under the Equality Act 2010. This may include:

  • physical or mental health
  • racial or ethnic origins
  • religion or belief
  • sexual orientation
  • gender identity

Part of our public task requires us to gather information about the experience of those using the service. We therefore process personal data to help us improve how we work. The information is not seen by the original case officer. Where the research is completed by a survey,  a separate team will analyse the results. These are presented in an aggregated form in a quarterly report. We also report results on our website annually.

The answers to all the questions on the survey are voluntary, but the more information you are willing to provide, the better we will be able to ensure our service can be accessed equally by everyone.

Those taking part in user research or the Advisory Forum will have their views shared with the LGSCO staff members involved in that research.

The lawful basis we rely on for processing your personal data is Article 6(1)(e) – public task.

The survey information is collected and uploaded to a secure web-based system, provided by a third party (Smart Survey). From this a quarterly report is presented internally, which has the information in an aggregated form. We also report results on our website annually.

Personal data of those on the user research mailing list and Advisory Forum data is only shared with those involved in the research, and the finance team if travel expenses are to be paid.

We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed. We also make sure our employees only access your data in the proper performance of their duties. For more details see our Information Management Policies.

Information which is processed by the third party is held on a secure web-based system. The processing is done so on the basis of written instructions and the third party is under a duty of confidentiality and are required to comply with the General Data Protection Regulation 2016 and Data Protection Act 2018 in their own right.

We store all survey responses on a secure web-based system. Once our survey closes for that year, data is transferred to our own server for analysis. At that point, the original data and any paper copies are destroyed.

Once we have completed our analysis, the equality information we collect is made anonymous so it can no longer be linked to individuals. This is done within 18 months from the date the information was collected.

The remaining data is stored for another five years from the date it was collected.

Personal data of user research mailing list and Advisory Forum members is held on our own internal server in Word/Excel formats. We keep this data until you cease to be involved in the user research.