Unite insists complaints ‘hotline’ complies with data protection rules and won’t risk residents’ safeguarding

Unite has responded to criticism of its unofficial “complaints hotline” by insisting it is complying with data protection rules and won’t confuse residents or risk their safety.

The union has been encouraging residents of Livv Housing Group to contact its phone number to complain about the service they are receiving from the Knowsley-based landlord. Unite is in an acrimonious long-term pay dispute with Livv, which has prompted a succession of strikes by hundreds of staff.

In a short statement, a spokesperson for Unite said: “All data protection obligations are being complied with.

”The hotline clearly states it is a Unite hotline not Livv Housing.

“Any caller raising safeguarding concerns would be told they need to contact the relevant authorities to address them.”

Livv Housing Group has now lodged a complaint with watchdog the Information Commissioner’s Office (ICO) about the hotline and has written to Unite to complain.

It has also written to fellow union Unison, whose members are also involved in the dispute and is understood to also be promoting the number.

Livv is seeking clarity on Unite’s legal basis for collecting residents’ data, given they are involved in a legal dispute with the union. It believes the union’s privacy policy does not include collecting data from a third party’s customers and it is therefore in breach of UK General Data Protection Regulations. It also raises concerns about Unite’s use of a gmail account for the hotline, which it said is outside the control of Unite’s data protection.

Livv also believes the promotion of the hotline is misleading and could lead to residents thinking Unite is a party working on behalf of the housing association. It is concerned that it may not be informed if tenants need an urgent response, for example, in the case of an emergency.

The hotline has been criticised by several sector figures on the Linked In social media platform in recent weeks.

>>See also:  Further strikes by Livv Housing staff as pay agreement yet to be reached

>>See also: Livv takes legal advice after Unite sets up unofficial ‘hotline’ for resident complaints

Aileen Evans, an experienced housing leader and former president of the Chartered Institute of Housing, described Unite’s action as “hugely problematic” and “very irresponsible.”

Chloe Brennan-Ward, customer insight and engagement manager at fellow Merseyside landlord Alpha Living, said: “A resident calls in a safeguarding concern to the hotline…so the appropriate process isn’t followed… it’s an accident waiting to happen.”

Dave Skinner a service design consultant in social housing, said: “All this does is create more work for tenants trying to get their problems solved - it’s a move that puts the needs of the union above the needs of tenants.”

An ICO spokesperson said: “We have received a complaint from Livv Housing and we will assess the information provided.”