Customer Privacy Notice

This privacy notice tells you what to expect us to do with your personal information.

Email: info@catsa-cic.org 

We collect or use the following information to provide services and goods, including delivery:

Names and contact details
Addresses
Photographs or video recordings

We collect or use the following information for service updates or marketing purposes:

Names and contact details
Addresses

We collect or use the following information for research or archiving purposes:

Names and contact details
Addresses
Recorded images, such as photos or videos
Personal information used for the purpose of research

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details
Purchase or service history
Correspondence

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.

Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. 

Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.

Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. 

Your right to object to processing – You have the right to object to the processing of your personal data. 

Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. 

Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. 

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for collecting or using personal information to provide services and goods are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

CATSA’s purpose is to understand and find innovative, democratic, and sustainable solutions to address the community’s energy needs. The information we capture through surveys enables us to deliver this service. We are also obligated to share information about local energy needs with our funding partner, Retrofit West. This information is gathered through our surveys and respondents will be made aware of this on completing their survey.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Directly from you

Data is retained for only as long as we need it for our business purposes described above. This period varies depending on the data and the processing activity. We retain data:

• For the duration specified within a third-party contract or partnership agreement (usually up to ten years)
• For as long as you remain a member or subscribed to our mailing list (your data will be removed if and when you unsubscribe)
• For the duration required for financial and legal governance (usually up to seven years)
• For the duration required for our marketing, including materials published on our website and used in our communications (usually up to ten years)

We have a joint controller relationship with Retrofit West. We process your personal information with that joint controller for the following reason: Sharing survey feedback, including contact information and certain information about people’s homes, collected from persons (specifically homeowners) accessing our services. This information is captured for research purposes, and to enable CATSA and our funding partner (Retrofit West) to provide our services to the community. Retrofit West would like to use the person-specific feedback to assess how well our activities perform in terms of informing and encouraging homeowners to undertake retrofit. Retrofit West would like the opportunity to contact homeowners after our events to follow up on aspects of their retrofit activities.

Organisations we’re legally obliged to share personal information with

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint 

Last updated

21 February 2025