How We Use Your Personal Information

R3 Direct

GDPR Fair Processing Notice

1.0       Introduction

This notice explains what information we collect, when we collect it and how we use this. During the course of our activities we will process personal data (which may be held on paper, electronically, or otherwise) about you and we recognise the need to treat it in an appropriate and lawful manner. The purpose of this notice is to make you aware of how we will handle your information.


2.0       Who we are

R3 Repairs Limited registered in terms of the Companies Acts with registered number SC361210 and having its registered office/main office at 18-20 Market Street, Haddington, EH41 3JL.  (“We” or “us”) take the issue of security and data protection very seriously and strictly adhere to guidelines published in the General Data Protection Regulation (EU) 2016/679 which is applicable from the 25th May 2018, together with any domestic laws subsequently enacted.


(a)     We are notified as a Data Controller with the Office of the Information Commissioner under registration number Z3279921 and we are the data controller of any personal data that you provide to us.

(b)     Our Data Protection Officer is Caroline Wilson, Corporate Services Manager, East Lothian Housing Association.

(c)      Any questions relating to this notice and our privacy practices should be sent to the Compliance Group.   


3.0       How we collect information from you and what information we collect

We collect information about you:

When you become a member of R3 Direct

When you use our services

From your arrangements to make payment to us (such as bank details, payment card numbers )

We collect the following information about you:



Telephone number

E-mail address


We receive the following information from third parties:

Payments made by you to us

We also sometimes hold Personal data that is sensitive in nature (i.e. relates to or reveals your racial or ethnic origin, religious beliefs, political opinions, relates to health or sexual orientation) about you or any person residing at your address.  For example, you may share this with us when calling our Service Desk and informing us about any particular needs or requirements you may have.  This is “Special Category Personal Data” or “Sensitive Personal Data”. 


4.0       Why we need this information about you and how it will be used

We need your information and will use your information:

To undertake and perform our obligations and duties to you in accordance with the terms of our contract/agreement with you

To enable us to supply you with the services and information which you have requested

To enable us to respond to your service request and any complaints made

To analyse the information we collect so that we can administer, support  and improve and develop our business and the services we offer

For all other purposes consistent with the proper performance of our operations and business

To contact you for your views on our products and services. 

For scientific research and statistical purposes – to train and deploy Artificial Intelligence speech recognition systems to help us develop and use technology to automate some of our systems, to help improve our efficiency and our tenants’ experience.


5.0       Sharing of Your Information

The information you provide to us will be treated by us as confidential. We may disclose your information to other third parties who act for us for the purposes set out in this notice or for purposes approved by you, including the following:

If we enter into a joint venture with or merged with another business entity, your information may be disclosed to our new business partners or owners

If we instruct repair or maintenance works, your information may be disclosed to any sub-contractor

If we are conducting a survey of our products and / or service, sending you information about our products and services, or you are using our online help service, your information may be disclosed to third parties assisting in the compilation and analysis of survey results, managing e-mail preferences or storing online chat records.

If we need to collect money owed to us (such as when we engage debt collectors to recover a debt)

Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

With Wyser Limited, who provide a software system to us that uses speech recognition help us transcribe telephone calls to our service desk and Artificial Intelligence to help us automate some of our systems, to help improve our efficiency and our tenants’ experience.


6.0       Transfers outside the UK and Europe

The majority of personal information is stored on systems in the UK. However, our third party contractor who we use for our members newsletters may transfer your e-mail address outside the UK and/or EE to enable these newsletters to be distributed to all members on our behalf.

Where information is transferred outside the UK or EEA we ensure that there are adequate safeguards in place to protect your information by ensuring that we have a robust contract/agreement in place with the third party.


7.0       Security

When you give us information we take steps to make sure that your personal information is kept secure and safe. Further information can be found in our Privacy Policy which is available here


8.0       How long we will keep your information

We review our data retention periods regularly and will only hold your personal data for as long as is necessary for the relevant activity, or as required by law (we may be legally required to hold some types of information), or as set out in any relevant contract we have with you.

We will generally keep your information for the minimum periods.

Our full retention schedule can be obtained on request from our offices at 18-20 Market Street, Haddington, EH41 3JL or by calling 03000 999 247


9.0       Your Rights

You have the right at any time to:

Ask for a copy of the information about you held by us in our records

Enquire us to correct any inaccuracies in your information

Make a request to us to delete what personal data of yours we hold

Object to receiving any marketing communications from us


If you would like to exercise any of your rights above please contact us at 18-20 Market Street, Haddington, EH41 3JL

You also have the right to complain to the Information Commissioner’s Office in relation to our use of your information.  The Information Commissioner’s contact details are noted below:

The Information Commissioner’s Office – Scotland

45 Melville Street, Edinburgh, EH3 7HL

Telephone: 0131 244 9001


The accuracy of your information is important to us - please help us keep our records updated by informing us of any changes to your email address and other contact details.