Crisis and Resilience Service privacy notice
What this document is for
This privacy notice provides information on how Norfolk County Council's Crisis and Resilience Service uses your personal information.
By 'use' we mean the various ways it may be processed, stored and shared.
Where you have provided consent for us to use your information on our monitoring form, you can withdraw consent at any time by emailing [email protected]
Read our privacy notice to find out how we use your personal information.
Further details
We also provide the following details in our general privacy notice on our website:
- Who we are (and contact details)
- Your rights under the UK GDPR (including complaints)
You can also ask us for a copy of this information.
What we use your personal information for
We use your personal information primarily:
- To support with money management and budgeting; and
- To provide vouchers in accordance with the eligibility and assessment process
We also use your information to review the quality of our services and improve how we work.
What personal data we collect and use about you
The information we collect and use may include:
- Basic personal details such as name, address, telephone number, email address and date of birth
- National Insurance number
- Financial details including income, bank details/statements, employment information, benefits in payment and details of savings and debts
We may also collect and use information about:
- Physical or mental health including details of disabilities/medical conditions and mental health wellbeing
- Nationality
This information is classed as "special category data" under the GDPR. We may only collect these data when it is relevant and for the purposes described above.
Who provides the information
The information we hold includes information you (or your support worker) have submitted to us.
We may also receive information from:
- Relevant teams within the council, such as Adult Social Services and Childrens Services
- District councils as housing authorities and administering housing benefits and council support benefits
- The voluntary sector such as support organisations
- The Department for Work and Pensions
Who we share your information with
We may share your personal information with individuals and other organisations, in particular:
- Teams within the County Council who provide services to you, such as Adult Social Services or Children's Services, or could provide services to you, such as the Welfare Rights Team
- Crisis and Resilience Service support partners i.e. voluntary organisations providing support to you as part of Crisis and Resilience Service
- District councils as housing authorities and administering housing benefits and council support benefits
- Housing associations and housing support providers
- Voluntary sector that are, or could, provide you a service
- Norfolk Adult Safeguarding Board
- Norfolk Safeguarding Childrens Board
- Advocacy services
- Police
All information is shared on a need-to-know basis. We do not share more than we need to.
We also share your information with companies that help us do our job. They also have to keep your information safe and only use it to help us. For example, this includes IT providers such as Microsoft. In particular, we have entered a contract with CHS Reuse Partners i.e. organisations providing items as part of the CHS service e.g. washing machines. The Reuse Partners are:
- Hughes Electrical
- Benjamin Foundation
How the law protects you and the legal basis for processing your information
We have legal grounds under the GDPR to process this information because it is necessary:
- For the performance of a task carried out in the public interest and the task or function has a clear basis in law. The task is under Section 31 of the Local Government Act 2003, and is to administer the Crisis and Resilience Grant.
- Where the processing is necessary for the performance of a contract of a grant payment
We have legal grounds to process (including share) special category data because it is necessary:
- For reasons in the substantial public interest and in the exercise of a statutory function (The statutory functions are the same as the statutory powers and duties referred to above).
- We have obtained your explicit consent (monitoring form attached to the Hardship request - details about how to withdraw consent are above).
How long will we keep your personal information for
When the information is no longer needed for the above reasons it will be securely deleted, or shredded.
Any documents you supply to us such as bank statements, benefit letter or payslips etc, will be deleted 30 days after your application has been dealt with.
All other personal data will be stored for 7 years before secure deletion in line with the Council's data retention and audit policies.
If we need to use your information for research or reports, your information will be anonymised and any information taken from notes (handwritten or typed) during any consultation sessions will be securely destroyed. The information will continue to be used in a summarised and anonymised form in any research reports or papers that are published. The anonymised information in the papers may be of historic interest and may be held in public archives indefinitely.
How we keep and store your information
The information is securely stored electronically on the Council's application management systems known as GOSS and the Norfolk Vulnerability Hub. Information is also securely stored in other mediums, such as email accounts and on the Council's record management system, known as Liquid Logic.
We do not process your information outside of the United Kingdom.
Automated decision making
Norfolk County Council uses an automated approach to efficiently sift through applications received, and can award emergency funds without human intervention. The automated decision can also reject applications if they are duplicate applications. All other decisions are carried out by human intervention.
Changes to this notice
We may amend this privacy notice at any time so please review it frequently. The date below will be amended each time this notice is updated.
This notice was updated in March 2026.
