Call Recording

Purpose and lawful basis

Not all of our calls are recorded. Where they are, recording the calls allows Guinness to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint.

When you ring us directly if the call will be recorded, including any ongoing transfer you will hear a message that informs you of this and the purpose of the recording.

Our lawful bases we rely on for processing your personal information when recording the call will be that it is in our and your Legitimate interests under Article 6 (1) (f) of UKGDPR.

Our lawful bases that we rely on for processing special category information where there is ongoing engagement on the call will be Article 9 (a) ‘explicit consent’.

What do we need?

Where your call is recorded, the system will record your telephone number and time the call has taken. In addition the content of the call will be recorded.

Should your number be a with-held number, although the call will be recorded, your telephone number will not be held on the system.

Why we need to use it?

Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.

Training and Development – Listening to a sample number of calls, allows managers to identify training needs.

Gaining a better understanding of our customers – Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.

Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.

Staff – To protect staff from abusive behaviour

Customer agreements – To verify customer agreements during service requests

How long do we keep it?

We retain the calls for 6 months from the date of the call.

If the calls are retained as part of an investigation into a complaint this will be retained with the complaints record which is retained for 6 years once they have been closed.

Your rights

You have the right to access your personal data held in your application file by us. (Access)

You also have the right to have inaccurate data corrected and incomplete data completed. (Rectification)

You have the right to request information to be deleted (Erasure)

You have the right to request us to pause the use of your data only if you have contested the accuracy whilst we verify your request or to stop it’s deletion in the case of a legal claim. (Restriction)

You have the right to object to the processing that is for a task carried out in our and your legitimate interests. (Object)

You have the right to receive or have transferred to another organisation information you have provided to us in a re-usable electronic format. (Data Portability)

Where you have provided consent you have the right to withdraw this at any time. (Consent)

Who do we share the information with?

Our calls are stored with our third party telephony provider. Our telephony provider, has provided assurances regarding the security of the recorded data within the Cloud environment

We may need to share calls with the Housing Ombudsman if these have been used as part of a complaint.

Depending on the circumstances we may be obliged to share the calls with Law Enforcement.

International Transfers

None of your information will be transferred outside of the UK for this purpose.