Privacy - Your Rights

On the record

From 5 December 2016 we will be starting to record outbound calls that we make (we do this already for inbound calls) to help us improve the service we provide. Recording calls means we can now monitor them for training purposes. It also means that if customers aren’t happy with a call or the advice given, we can listen back, making it quicker and easier to deal with any complaints.

Privacy & Access to Information

If you are a user with general public and anonymous access the Metropolitan website does not store or capture personal information, but merely logs the user’s IP address that is automatically recognised by the web server.

We may from time to time use pixels, or transparent GIF files, to help manage certain online advertising. In either or both cases the information that we collect and share is anonymous and not personally identifiable. It does not contain your name, address, telephone number, or email address.

This privacy statement only covers the main Metropolitan website at http://www but it does not cover sub-domains or any other addresses related to metropolitan which may take different approaches neither to registration or logging of users – nor to links within this site to other websites.

Data collected through use of website

Our main website does not collect IP addresses. If implemented these would be used only for the purposes of system administration and to audit the use of our site. We would not link IP addresses to anything personally identifiable, which means that while your user session will be logged, you will remain anonymous to us.

Our customer forum logs IP addresses against user accounts. This is to protect the integrity of the forum, and for us to monitor and remove spam forum users, ensuring that this remains a useful place for customers to visit.


When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

You can manage these small files yourself and learn more about them through “Internet browser cookies”.

IT Security

Metropolitan is committed to the security of our customers’ personal information and we have security procedures in place to protect against loss, misuse or alteration of personal information under Metropolitan’s control.

Access to Information and your Right to know

Freedom of Information Act 2000, Environmental Information Regulations 2004 and Data Protection Act 1998 are all Acts of Parliament that allow public access to information held by Metropolitan.

Freedom of Information Act 2000 (FOI)

As Housing Associations are not Public Bodies the Freedom of Information Act 2000 doesn’t apply directly to us, however in the spirit of transparency as per our Policies we will try our best to disclose as much as we possibly can.

Please do submit your request in writing and you will receive the information (unless an exemption applies) within 20 working days.

Environmental Information Regulations 2004 (EIR)

We process requests for information relating to the elements in accordance with the Environmental Information Regulations 2004 and our Policies. You have a right to request access to any information held by Metropolitan that is related in any way to the elements (fire, water, air & land).

Information requested under EIR does not need to be in the form of a written request but can be requested verbally by calling our Customer Service Centre on 020 3535 3535. Nevertheless we recommend that you write or email with a request so that you have your own record of it.

You will receive the information (unless an exception applies) within 20 working days.

Data Protection Act 1998 (DPA)

We process personal data in accordance with the principles of the Data Protection Act 1998 and our Data Protection and Confidentiality Policy.

Your request must be made in writing. Once our preliminary procedures regarding authenticating identity and clearing any fees payable have been completed, you will receive the information (unless an exemption applies) within 40 calendar days.

If you would like to make a request for information this can be done by completing our Information Request Form or by contacting the Data Protection Team.

Please visit our Data Protection page for a more detail guide on Data Handling and access or the ICO Website where there are many information guides available.

Changes to this privacy policy

If this privacy policy changes in any way, we will place an updated version on this page. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties.


If you have any questions about this privacy statement or data protection issues generally, you can write to:
Information Governance Manager
Metropolitan PO Box 10262
Nottingham NG8 9LE
Or email : [email protected]