Preparing for GDPR

In preparation for the new General Data Protection Regulation (GDPR) that comes into force from 25 May 2018 we have been reviewing our approach, policies and procedures to ensure compliance with the new regulations.

A key change is our approach to processing personal data. From 25 May we will no longer need consent from complainants to process their personal data and deal with their complaint. As an Ombudsman service set up by law to look at complaints about housing organisations that are registered with us, we are allowed to collect personal data that enables us to consider and investigate complaints without seeking consent. 

While we will still need information regarding the reason for a complaint this does not have to be provided in writing and we will no longer require a signature before we contact the landlord. This will help increase access to our service. We will be amending our complaint form and the Housing Ombudsman Scheme is also being updated (paragraph 54 will be deleted).

We will have policies, procedures and systems in place to ensure we are safeguarding people’s rights and to demonstrate compliance with the new regulation.

We are rewriting our privacy notice to explain the measures we have in place to protect people’s data. It will set out our lawful basis for processing the data and include a section on the rights of the data subject and how to exercise those rights. 

We will update this page as our preparations for GDPR progress but if you have any questions about our approach you can email us at