Customer satisfaction surveys privacy notice

Read our privacy notice for information on how we collect, store and process your data.

The council is the data controller for purposes of the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). The council is registered as a data controller with the Information Commissioner’s Office (ICO) under registration number Z5840053.

Brighton and Hove City Council are committed to protecting your personal information. As a data controller we have a responsibility to make sure you know why and how your personal information is being collected in accordance with relevant data protection law.

We are processing your data under Article 6(1)(e) of the GDPR:

Processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.

1. Why we are processing your data

In order to fulfil the below duty, the use of your personal data (name and email address) may be processed under Article 6(1)(e).

This means that as an authority, we have identified that in order to continue to provide a good level of service and fulfil our Duty of Best Value to residents, visitors and businesses, it is in the public interest for us to, from time to time, use your contact details to send you a customer feedback request.  The feedback process is anonymous and cannot be traced back to you or your email address.

Best Value authorities (including all Local Authorities) are under a general duty of Best Value to “make arrangements to secure continuous improvement in the way in which its functions are exercised, having regard to a combination of economy, efficiency and effectiveness.”

(Section 3 of the Local Government Act 1999 (as amended by s137 of the Local Government & Public Involvement in Health Act 2007)).

We believe that this use of your data is necessary and is the least intrusive way in which we can invite you to provide feedback on the service that you have contacted.

2. What the data is to be used for

  • The name and email address that you provide will be used to send you an invitation to provide feedback on the service that you contacted.
  • This is to help the council identify service improvements it can put into place as a result of your feedback.
  • Feedback you provide will be anonymous and results amalgamated to identify areas for service improvement.

3. Who it will be shared with

  • All of the contact details used to send out invitations to provide feedback will have been provided by you to a council department in order for them to answer a query, process an application or resolve an issue.
  • The contact details (name and email address) will then be collated into a spreadsheet in order to send out an invitation to provide feedback
  • The contact details provided will be only be shared with council officers who send out the survey invitations 

4. How long it will be kept

The collated contact details (name and email address) will be deleted once the survey invitations have been sent, however they will still be retained by the team or service that you contacted originally, in order to process your request, application or query. Details of how they will use, store and delete your data will be specific to that team or service, details will be found on their service webpages, or the council’s information page about information governance.

Your information rights

You have rights around the information we hold on you, further information on your rights are available.

How to get advice or make a complaint

Data protection contact information 

If you’d like to discuss your data protection rights, you can contact the Data Protection Team. Only use these contact details if you have questions about data protection and not for questions about other services. 

We also have a Data Protection Officer. Visit our data protection officer page to find their contact details. 

Please contact the Data Protection Team first if you have any concerns. 

You can then contact the Information Commissioner’s Office (ICO). The ICO is the national regulator with responsibility for ensuring compliance with data protection.