According to the National Housing Federation, there are over 1,300 housing associations in England, providing homes for six million people, which is about 11% of the population.
We handle hundreds of thousands of customer transactions every year, including repairs. This data adds to what we already know about our homes, like their construction, energy rating, and age.
As we've grown, we've noticed areas where our data could be better. By collecting up-to-date information, we believe we can make better decisions and improve customer service.
We've been working hard to improve how we manage data. This includes making it easier for our colleagues to collect and view data and reviewing what customers can update online via a MyKarbon account.
With these improved systems, we've launched a campaign called 'Getting to Know You' with the aim of collecting the additional data we need.
You'll see this campaign in various customer communications over the next few months, including:
We understand that data is very personal. To reassure customers that we will handle all data safely, securely and responsibly, we’ve developed the following frequently asked questions. We’re committed to adding to this page as more questions are asked.
Why are you asking me for this information?
We want to know more about our customers, so they feel valued, understood, and listened to. By understanding our customers better, we can deliver excellent customer service and personalise our services.
What if I am treated unfairly because of the information I provide?
We’re an inclusive organisation and are working to remove barriers. Not only is this the law, but it’s the right thing to do for us and our customers. We don’t discriminate against anyone and will use the information to help us provide a better service.
Do you not have this on record already?
We do hold some of your information on our customer records, but things can change. It’s important that we have your most up-to-date information which is why we’ll ask you regularly to confirm or check details with us.
How long will this take me to complete?
It will take no longer than 10-15 minutes, it’s information about you so you will know it without having to look through documents. We’ll keep improving our approach to make it easier and more accessible to make any changes.
What if I don’t want to provide my data?
We understand that some customers may have concerns about sharing some of their information. Where the questions are mandatory, we’ve included a ‘prefer not to say’ option.
What happens if my information changes?
Don’t worry, you can update your information with us at any time by logging onto your MyKarbon account or just get in touch.
What is the benefit to me of answering the questions?
We also regularly share how we’re using the information to provide more equitable and inclusive support for our customers. This can include getting support from our aids and adaptations service. You can find more examples in our annual reports. Don’t forget there’s a chance to be entered into a monthly prize draw to win a £50 voucher for taking part.
Who will get to see my information?
Please be assured the security of the personal information you share with us will always be taken seriously, and your privacy will be respected. If you’d like to know more about how we manage and use the information you share with us, please visit our Privacy Statement.
Getting to know you
We want our customers to feel valued, understood and listened to. We make the effort to really understand our customers and take the time to put ourselves in their shoes. Getting to Know You helps us to deliver and excellent customer experience and personalise our service.
This information is used as part of your tenancy agreement and are used to identify our customers alongside the address of the property that your allocated. This information provides a unique view of all our customers.
An example would be a customer with the name John Smith, may have the same date of birth as another John Smith, but they would have unique National Insurance numbers.
We also ask about whether you’ve been in the Armed Forces to monitor our commitment to the Armed Forces Covenant.
Being able to contact our customers is a key part of Karbon being a responsible landlord. We want to contact you in a way that is easier for you and make any reasonable adjustments to support this.
An example would be providing a magnifying glass for our written contact or using your mobile phone number in preference to you home number.
Disability and health conditions
Disabilities and health conditions can be both temporary and permanent. It’s important that we work together to keep this information up to date as conditions can change. We want customers to feel supported and that we’re considering where reasonable adjustments and adaptations can be put in place. We ask you more about what you need in Supporting you in your home section.
We want to make sure everyone living in the property is kept safe. We ask you more about what you need here in the section Supporting you in your home.
An example would be providing adaptations for a household member with a disability.
This helps us to make appointment and visit your properties at the times it’s most convenient for you.
An example could be selecting ‘no visiting or making appointments on a Friday’ if that’s a day you work.
We can only discuss tenancy matters with the people listed as the main, sole or joint tenant. If there someone who regularly supports you that we should speak to on your behalf (they must be at least 18 years old), we need your permission and must have this explicitly recorded.
We will discuss all matters relating to your tenancy and property with any authorised contact unless you let us know. To end a tenancy, we will need to speak to the tenancy holder.
Emergency contact and Next of Kin
The more contact information we have enables us to deliver a tailored customer service and keep you safe if we’re worried about you or need to speak with your family in an emergency.
An example would be or whether you have someone acting on your behalf or you have an accident in your property.
To help us deliver an excellent customer service, is there anything else you or any member of your household would like additional support with. This can include any temporary issues that it would be helpful for us to consider. We'll work together to look at options and agree what adjustments and support are needed in individual circumstances.
Here are a few examples.
We ask these questions to make sure that we are fair and equitable landlord, and we recognise, record and respond to individual needs.
We want to represent the communities that we work in, and make sure that we’re proactively working to remove any barriers and creating a sense of belonging for everyone.
We value and respect the different cultures, religions and beliefs of our customers. We want to celebrate and understand more about the diversity in our communities. This will help us to improve the service we offer and ensure we’re providing opportunities for customers to thrive.
An example would be providing cultural adaptations to properties or providing translation services.
This information helps us to engage and support customers and offer a more targeted support. This is often in relation to global affairs that can have an impact on different groups of customers.
An example would be the EU settlement scheme in 2020 or offering customers support during conflicts such as those happening in the current Russia Ukraine War.
Sex identifier, gender identity, sexual orientation
We want to ensure that our customers are supported at all stages in their lives. We want our policies and approaches to be inclusive, supportive and accessible.
An example would be using the correct pronouns or supporting a customer transitioning.
This information is collected to help us to monitor the fairness of our tenancies and support customers if their marital status changes.
An example would be recognising that two people of the same sex living in a property are in a relationship.
We would like to send you information about our services or events that will be taking place in or around your community. For this we can use post, telephone, email or text messages. We need your permission to do this.
An example would be finding out about our community forum events where you can have your say on what’s happening in your area.
