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Family Hub case studies and feedback privacy notice

What this document is for 

This privacy notice provides details on how we, Norfolk County Council, use your personal information for the purposes of gaining your feedback about the Family Hub service (including case studies). 

By 'use' we mean the various ways your personal information may be processed including storing and sharing the information. 

Further details 

We also provide the following details in our general privacy notice on our website: 

  • Who we are 
  • How long we use your information for 
  • Your rights under the UK General Data Protection Regulation (the GDPR) and 
  • How to exercise them  

You can also ask us for a copy of this information. 

What we use your information for 

We may use the information about you to: 

  • Collect feedback or case studies 
  • Contact you about the service you received. 
  • Creating anonymised (you cannot be identified) promotional materials 

We also use this information to assess the quality of our services and evaluate and improve our policies and procedures. We may also use information in other ways compatible with the above.   

What personal data we collect and use about you 

We will collect and use: 

  • Name  
  • Contact Details 
  • Any information you choose to provide in feedback or as part of a case study. 

Some information is classed as "special category data" under the UK GDPR. We may only collect these data when it is relevant and for the purposes described above.  

The GDPR includes safeguards to protect the use of your special category data. Further details can be found on our website on the webpage named 'Special category data and criminal offences data policy'. The webpage sets out our procedures for compliance with the principles of the GDPR and the retention and erasure of this information.   

Who provides this information 

We receive this information from you. 

Who we share your information with 

We will publish anonymised (you cannot be identified) feedback and case studies, we will also share these with other agencies. This is so that we can encourage wider use of our service and improve our service. The anonymous feedback and case studies will only be collected with your consent. 

Any information which is shared will only be shared on a need to know basis, with appropriate individuals. Only the minimum information for the purpose will be shared. 

Your personal information will also be shared with third parties contracted by the County Council to provide a service to the County Council. These service providers are known as data processors and have a legal obligation under GDPR and to the County Council to look after your personal information and only use it for providing that service. For example, Microsoft provide many of our IT solutions. 

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 you have provided consent. 

You can withdraw consent at any time, until we have fully anonymised your feedback or case study by emailing: 

Please note, you will not be able to withdraw consent once your feedback or case study has been anonymised. This is as we will not be able to identify your feedback or case study as being yours.  

How long will we keep your personal information for 

Once you feedback or case study has been anonymised and agreed, we will securely delete any information relating to you. 

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 your information 

The information is stored electronically, on the County Council's network including records management systems. 

We do not process your information outside of the UK and European Economic Area  

Automated decision making 

We do not make automated decisions about you. 

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 created in April 2024.

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