Privacy Notice
How we protect personal information.
This notice explains how Mybe Supported Housing handles personal information when you use this website, contact us, make a referral, work with us, or receive services connected to supported accommodation, Intensive Housing Management and the Resili Programme.
Plain English summary
We only collect information we need, we use it for clear housing, referral, safeguarding, partnership and operational purposes, and we keep it secure. Where information is sensitive, we treat it with extra care and only share it where there is a proper reason, such as arranging accommodation, managing risk, protecting someone from harm, meeting legal obligations or working with authorised partners.
Please do not send unnecessary sensitive information through a general website form. If a detailed referral is needed, we will provide a suitable and secure route for that information.
Data controller
Mybe Awards Ltd, operating as Mybe Supported Housing, is responsible for deciding how personal information is used for the purposes described in this notice.
Email: info@mybe.org.uk
Telephone: 01388 207177
Area: Unit 5a West Ln, Chester-le-Street County Durham, DH3 3HJ
1. Who this privacy notice applies to
This privacy notice applies to:
- people who visit this website or contact us through online forms, email or telephone;
- people who are referred to Mybe Supported Housing for accommodation, IHM or related services;
- current and former tenants or residents;
- family members, advocates, support workers or emergency contacts where their details are provided to us;
- commissioners, local authority teams, health partners, landlords, suppliers and professional partners;
- people who apply to work with us or provide services to us.
2. Personal information we may collect
The information we collect depends on your relationship with us. It may include:
- name, address, email address, telephone number and preferred contact method;
- organisation, job title and professional contact details;
- referral information, housing need, eligibility information and accommodation requirements;
- tenancy records, rent and service charge information, arrears notes, property inspection records and repair information;
- IHM records, welfare check notes, risk assessments, incident records, safeguarding concerns and case notes;
- Resili Programme participation records, progression plans, attendance, coaching notes, outcomes and feedback;
- information about health, disability, vulnerability, support needs, substance use, mental health, offending history or safeguarding concerns where this is relevant and lawful;
- communications with us, including emails, forms, call notes and meeting records;
- website technical data such as IP address, browser type, device information and basic analytics data.
3. How we collect information
We may collect information directly from you, from someone making a referral, from commissioners or local authority teams, from health or social care partners, from landlords or property partners, from authorised support agencies, or from public bodies where there is a lawful and relevant reason.
We may also create records during the delivery of services, including welfare checks, tenancy sustainment activity, property visits, safeguarding actions, complaints, compliments, reviews and programme reporting.
4. Why we use personal information
We use personal information to:
- respond to enquiries and provide information about our services;
- assess referrals and suitability for supported accommodation;
- deliver supported exempt accommodation and Intensive Housing Management;
- manage tenancy sustainment, welfare checks, property checks, repairs, rent collection and arrears prevention;
- identify, manage and escalate safeguarding concerns, risk issues or incidents;
- deliver the Resili six-month pathway and measure outcomes such as resilience, wellbeing, tenancy sustainment and progression;
- communicate with commissioners, referral partners, landlords, health partners and authorised support services;
- meet legal, regulatory, contractual, audit, insurance and financial requirements;
- improve service quality, governance, reporting and commissioner assurance;
- protect people, property, staff, residents and the wider community.
5. Lawful bases for using information
Under UK data protection law, we must have a lawful basis for using personal information. Depending on the circumstances, we may rely on:
Contract
Where we need information to provide accommodation, manage tenancy arrangements, deliver agreed services or take steps before entering into an agreement.
Legal obligation
Where we need to comply with housing, safeguarding, health and safety, financial, tax, employment, audit or regulatory duties.
Legitimate interests
Where it is necessary to run safe, accountable services, respond to enquiries, manage relationships, protect property, prevent harm and improve service quality.
Vital interests
Where information needs to be used to protect someone’s life or prevent serious harm in an emergency.
Public task
Where we are working with public bodies or commissioners and processing is necessary for public functions connected to housing, safeguarding or support pathways.
Consent
Where we ask for clear permission, for example for optional communications, some testimonials, photographs or non-essential participation. Consent can be withdrawn.
6. Special category and sensitive information
Some information needs extra protection, including health information, disability, mental health, substance use, trauma history, safeguarding information and other vulnerability or support-related information. We only use this information where it is necessary and where UK data protection law allows it.
Relevant conditions may include provision of health or social care style support, safeguarding, substantial public interest, legal claims, vital interests, explicit consent where appropriate, or employment and social protection obligations. We apply stricter access controls and only share this information on a need-to-know basis.
7. Criminal offence information
Where relevant to accommodation, safeguarding, risk management, commissioning, tenancy sustainment or support planning, we may process information about offending history, licence conditions, probation involvement, police contact or court-related restrictions. We only do this where there is a lawful reason and appropriate safeguards are in place.
Sharing and safeguarding
8. Who we may share information with
We do not sell personal information. We may share relevant information with:
- local authority housing teams, Housing Benefit teams, commissioners and contract managers;
- health, social care, safeguarding, probation, police or emergency services where necessary;
- landlords, managing agents, repairs contractors and property compliance providers;
- support providers, community partners, education, training, volunteering or employment partners involved in progression planning;
- professional advisers, insurers, auditors, accountants, legal advisers and regulators;
- IT, website, email, hosting, CRM, case management and secure storage providers acting on our instructions;
- other parties where required by law, court order, safeguarding duty, contract or serious risk concern.
We only share the information that is relevant for the purpose. Where possible, commissioner reports and outcome dashboards use anonymised or aggregated information.
9. Referrals and website forms
When you submit a website form, we collect the details needed to respond. This may include your name, organisation, role, contact details, message content and any referral details you choose to provide.
Website forms should not be used for emergency safeguarding concerns or urgent risk issues. If someone is in immediate danger, contact emergency services. For detailed referrals, we may ask you to use a more appropriate form, secure email route or agreed referral process.
10. Cookies and website analytics
This website may use essential cookies required for security, form handling, session management or accessibility preferences. These cookies are needed for the site to work properly.
We may use basic analytics to understand how the website is used, such as which pages are visited, device type and general traffic trends. If non-essential analytics or marketing cookies are introduced, we will update this notice and provide appropriate controls where required.
11. How long we keep information
We keep information only for as long as needed for the purpose it was collected, including service delivery, safeguarding, audit, legal, insurance, financial and commissioner reporting requirements.
Typical retention periods may include:
- general website enquiries: usually up to 24 months after the enquiry is closed, unless a longer period is needed;
- referral records where no placement is made: usually up to 24 months, unless safeguarding or legal issues require longer retention;
- tenant, IHM, safeguarding, rent, tenancy and programme records: retained in line with housing, safeguarding, audit, legal and contractual requirements;
- finance, contract and supplier records: generally retained for at least six years for accounting and legal purposes;
- anonymised statistics and outcome reports: may be kept for longer because they do not directly identify individuals.
Retention periods are reviewed and records are securely deleted, anonymised or archived when no longer required.
12. How we protect information
We use appropriate organisational and technical measures to protect personal information. These may include access controls, password protection, secure systems, audit trails, staff training, data minimisation, role-based access, secure email processes, supplier due diligence and incident management procedures.
No website or email system can be guaranteed to be completely secure. Please avoid sending unnecessary sensitive information unless we have confirmed the correct route.
13. International transfers
We aim to use UK or UK GDPR-compliant systems and suppliers. If personal information is processed outside the UK, we will ensure appropriate safeguards are in place, such as adequacy arrangements, standard contractual clauses or equivalent protections.
14. Your rights
Depending on the circumstances, you may have the right to:
Access
Ask for a copy of personal information we hold about you.
Correction
Ask us to correct information that is inaccurate or incomplete.
Erasure
Ask us to delete information where there is no longer a lawful reason to keep it.
Restriction
Ask us to limit how we use information while an issue is being reviewed.
Objection
Object to certain uses of information, including some legitimate interests processing.
Portability
Ask for certain information in a reusable format where this applies.
Withdraw consent
Withdraw consent where we rely on consent. This will not affect earlier lawful use.
Complain
Complain to us or to the UK Information Commissioner’s Office if you are unhappy with how your information is handled.
15. How to make a request
To ask about your information or exercise your rights, contact us at info@mybe.org.uk. We may need to confirm your identity before responding. We normally respond within one month, although complex requests may take longer where the law allows.
16. Complaints
Please contact us first if you have a concern. We will take it seriously and try to resolve it properly.
You can also complain to the Information Commissioner’s Office, the UK regulator for data protection. The ICO website is ico.org.uk.
17. Changes to this notice
We may update this privacy notice as our services, systems, suppliers or legal requirements change. The latest version will be published on this page.
Last reviewed: April 2026