Privacy and Consent when using Real’s Services

What is personal and sensitive data?

Personal data is data which can be used to identify you. This may include your name, date of birth, address, telephone number etc. Sensitive data is information related to any of the following: racial or ethnic origin, political opinions, religious beliefs, trade union membership, health, sexuality or sex life, offences and/or convictions.

The kind of information we record and use

It is up to you to decide what you share with us. Some information is personal, it could be used to identify you. This includes your name, date of birth, address, or phone number. Some may be sensitive information related to your racial or ethnic origin, political opinions, religious beliefs, trade union membership, health, sexuality or sex life, offences or convictions.

How we’ll store your information

We’ll store the record of your case in a secure case management system, which is only accessed by the Real staff who helped you and their line management.Paper copies of your information may also be stored securely and accessed by staff and volunteers of the organisation who helped you.

Giving consent without using your real name

You can consent without using your real name, but we can’t support you unless we create an unnamed record of your case, which we need for quality assurance purposes. Other personal information might be recorded if you choose to give it to us. Choosing not to use your real name will not affect the level of service or support you receive, and we’ll never try and identify you if you have chosen to be an unnamed client. If you choose to be an unnamed client,we will give you a reference number for your case instead.

How we might share your personal information

We won’t share your personal information without your permission, unless we’re required to do so by law, for example in safeguarding situations. We will discuss and agree with you which external organisations or people we will share your information with and document this in our case management system. We might ask another part of the organisation to contact you so we can find out if you were satisfied with the service you received and the impact of the help you received from us. We will share anonymised (unnamed) information about you, how you contacted us, what type of help you needed, what level of support you received, and the impact of that help with our funders. We may also include it in other reports provided it is unidentifiable.

How long will you keep my information?

We will keep a copy of your information on our computer for 6 years after our last contact with you. If we do not hear from you for 6 years we will remove your information and destroy any paper records we are holding.

Complaints handling procedure

If you’re unhappy with how we record and use your information please contact us at

Real,
Jack Dash House,
2 Lawn House Close,
London,
E14 9YQ,
Phone # 020 7001 2170,
feedback@real.org.uk
or visit www.real.org.uk/contact-us/complaints-comments-compliments/

Skip to toolbar