Privacy Policy

How we use your personal information

We collect and use information about you to help solve your problems, to communicate with by sending you useful information, and improve our services.

We always let you decide what you’re comfortable telling us, explain why we need your information and keep it confidential. When we keep something you tell us, we:

  • only access it when we have a good reason
  • only share what is necessary and relevant
  • don’t sell it to anyone.

At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:

  • to comply with the law – for example, if a court orders us to share information. This is called ‘legal obligation’.
  • to protect someone’s life – for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’.
  • to carry out our legitimate aims and goals as a charity – for example, to create statistics for our national research. This is called ‘legitimate interests’.
  • for us to carry out a task where we’re meeting the aims of a public body in the public interest – for example, delivering a government or local authority service. This is called ‘public task.
  • to carry out a contract we have with you – for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’.
  • to defend our legal rights – for example, sharing information with our legal advisors if there was a complaint that we gave the wrong advice.

How will you use my data?

We handle and store your personal information in line with the law - including the General Data Protection Regulation and the Data Protection Act 2018. First and foremost your information will be used to provide you with advice and information.

Where you have given us your permission and contact details, we, or in some instances a trusted research partner, may contact you to ask you for feedback on the service you received and your overall experience of Diversity Living Services.

Do I have to give my consent for you to use information about me?

You can decide exactly what information you are happy to tell us. We’ll use the information because we have a ‘legitimate interest’ to do so for the purpose of providing you with advice and carrying out research.

When we ask for more private information about you, like any health conditions or ethnicity, we will need to get your consent. This is because this information is treated in a special way by the law. You can always withdraw this consent and request we remove what you told us.

Where will you store my data?

The record of your case will be stored securely in an electronic case management system. All our employees are responsible for keeping it safe. As part of solving your problem, we might also make written notes, download copies of your case or send emails containing your information. We will make sure any information is stored securely and only accessed when there’s a good reason by staff and volunteers of Diversity Living Services.

How long do you keep records for?

We keep records for 6 years. We may keep records for 16 years if the advice given could have serious consequences if it was not stored for a longer period.

Why might you share my information? Who will you share it with?

We will generally not share information without your permission, unless required to do so by law or in some very limited situations, like to protect you or someone else from serious harm. If a particular service involves sharing your information without permission, we will always let you know upfront that it isn’t confidential.

What if I have a question about how my information has been used?

If you have any questions about how your information is collected or used, you can contact us at

54-56 The Market Square, Edmonton Green, London N9 0TZ or email us at: info@diversityliving.org.

You can contact us to:

  • find out what personal information we hold about you
  • correct your information if it’s wrong, out of date or incomplete
  • request we delete your information
  • ask us to limit what we do with your data – for example, ask us not to share it if you haven’t asked us already
  • ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
  • ask us stop using your information.

You can also contact the Information Commissioner’s Office to raise a concern about how we have used your information.