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Telephone call recording privacy notice

Information held about you

North Herts Council carries out a limited amount of audio call recording in the following areas:

  • Customer Services
  • Revenues and Benefits

Once calls are transferred from these areas, or during payments, recording ceases.

Who is processing your data

All personal data held is processed in accordance with data protection law. The data controller for the information outlined in this privacy notice is North Herts Council.

How we will use the information we hold about you

Calls are recorded for the purposes of better provision of service to members of the public, improved learning by the council for engaging with customers, and changing processes in response to common issues identified from the calls.

The legal basis for processing the data is:

  • It is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller, in order to improve services
  • Necessary for the performance of a contract with the data subject (for recording of staff taking calls)

Who we will share your information with

We will not normally share your information. However, there may be certain circumstances where we would share without consent such as where we are required to do so by law, to safeguard staff and public safety, and in risk of harm or emergency situations. We will only share the minimum information for the purpose, on a need to know basis and with appropriate individuals.

How long we keep your personal information

We will only keep your information for the minimum period necessary. The information outlined in this privacy notice will be kept for 12 months after recording. All information will be held securely and destroyed under confidential conditions.

Your rights

You have a number of rights under data protection law, including the right to request your information.

If you wish to request the personal information we hold about you, you can submit a Subject Access Request to The Data Protection Officer by email to:

You also have the right to make a complaint about our handling of your personal data to the Information Commissioner's Office.

Further information

If you have any questions or concerns about how your information is used, you can contact the Data Protection Officer:

Geraldine Goodwin
Data Protection Officer
North Hertfordshire District Council
District Council Offices
Gernon Road
Letchworth Garden City


You can find more information about data protection and how it applies to you on the Information Commissioner's Office website.