Why your information matters: how we use data to improve services and keep you safe
At Oxford City Council, we are committed to providing safe, high‑quality homes and excellent services for all our tenants, leaseholders, and shared owners. To do this well, we need a clear, accurate, and up‑to‑date understanding of who lives in our homes and what people need. This is why the information you give us—your data—is so important.
Below we explain why we collect data, how we collect it, and how it helps us deliver better services, in line with the expectations of the Regulator of Social Housing’s consumer standards.
1. Why We Collect Data
We collect information so we can:
Keep you and your household safe
- making sure your home meets all legal safety requirements (such as gas, electrical, fire and building safety)
- understanding any vulnerabilities means we can tailor safety checks, communicate in the right way, and ensure we meet the Safety and Quality Standard
Provide services that meet your needs
- knowing about health, mobility, language, support needs, or household makeup helps us shape repairs, housing management, and community support services
- this helps us make decisions that are fair, consistent, and focused on your experience
Make sure everyone receives equal and fair treatment
- collecting information on things like age, ethnicity, and disability helps us check that services are delivered fairly and identify where improvements are needed
Meet national standards and requirements
- the Regulator of Social Housing requires all social landlords to understand their residents and deliver safe, high‑quality services.
- accurate data is essential for complying with:
- Tenant Satisfaction Measures (TSMs)
- the Safety and Quality Standard
- the Transparency, Influence and Accountability Standard
- the Neighbourhood and Community Standard
2. How we collect data
We collect data in ways that are open, secure, and straightforward, such as:
- when you sign your tenancy, lease, or shared ownership agreement
- through surveys (including Tenant Satisfaction Measures)
- during repairs visits, home inspections, or safety checks
- when you contact us about a service
- through optional equality and diversity monitoring
- when you update us about a change in your household or personal circumstances
We will always explain what we are asking for, and whether providing it is required or optional.
3. How your data will be used
We use your information to:
Deliver day‑to‑day services
This includes repairs, lettings, anti‑social behaviour support, estate management, and customer service.
Improve the quality and safety of your home
Accurate data helps us plan maintenance, carry out building safety responsibilities, and prioritise homes or households with known needs.
Communicate with you in the right way
If you need large print, translation, alternative contact methods, or support to understand information, knowing this in advance helps us communicate effectively and respectfully.
Plan future services and investment
Data helps us understand trends, budget effectively, and ensure we invest in the right areas over the long term.
Make sure we are meeting the Regulator’s standards
This includes reporting on Tenant Satisfaction Measures and demonstrating that services are safe, well‑managed, and responsive to tenants’ needs.
4. How we keep your information safe
- your data is stored securely and kept confidential.
- we only use it for purposes that are lawful, fair, and connected to our responsibilities as your landlord.
- we never sell your information to anyone.
- we only share information when the law allows or requires us to—such as for safety checks or to protect someone from harm.
You can request a copy of the information we hold about you at any time, and you can ask us to correct any inaccuracies.
5. How you can help
Keeping your information up to date is one of the simplest ways you can help us improve the services you receive. Please let us know if:
- someone moves in or out
- your contact details change
- your support or accessibility needs change
- there is anything that would help us communicate or deliver services more effectively
The more accurate our information is, the better we can support you, maintain safe homes, and meet the national standards that protect you as a resident. If you need to make any changes, please either use the Tenant Portal or ring the Contact Centre.
