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Privacy Policy

The Riverside Group is a charitable registered provider of social housing. We work in three areas: social housing, care and support, and home ownership. A number of other organisations are also part of the Group including Irvine Housing Association which is a charitable housing association in Scotland

This privacy policy tells you what to expect when The Riverside Group collects personal information about you online via the organisation’s public websites at:

It applies to information we collect about:

  • Visitors to our websites and the use of cookies
  • Visitors to our websites and use of transactional elements (e.g. using our online forms for submitting information such as complaints, requests, etc.) and compliance with data protection laws
  • Users who use the Riverside online recruitment tool available via the public website.

Visitors to our websites

When someone visits:

We collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting.

We will not associate any data gathered from this site with any personally identifying information from any source. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

What personal information about website users does The Riverside Group gather?

The information we have about our website users helps us improve our service to you. Here are the types of information we gather.

Information you give us: You have the ability to ‘Report antisocial behaviour’ and ‘Report a Repair’ through the Riverside Group website amongst other general comment /feedback options facilitated by online forms.

The information for both primary areas of the website referred above notifies Riverside via email and is passed to and processed by the relevant staff accordingly, whereas we store the ‘Make a Comment or Complaints’ details text submitted in our tenant database only if they are required. This information is not given or sold to any third party vendor.

Automatic information: Like many websites, we use ‘cookies’, although these cookies store non-personal information about you. See ‘Use of cookies’ below for more details.

Does The Riverside Group share the information it receives?

Information about our site users is an important part of our business, and we do not sell it to others. We share website user information only within The Riverside Group amongst its housing organisations to ensure the relevant people are dealing with specific issue(s) raised.

With your consent – Other than as set out above, you will receive notice when information about you might go to third parties, and you will have an opportunity to choose not to share the information.


A cookie is a small chunk of data that is sent from the website’s server to the user’s browser and stored on their individual hard drive. The Riverside website uses cookies to remember user preferences and to store data within a session. The data stored within a session is lost once the browser is closed. Limiting cookies will affect the functionality of the Riverside website.

In compliance with the updated Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011 (in response to the EU Privacy directive) we present details of the cookies we use and options for not allowing cookies during your online navigational activities at:

On using the Riverside sites the landing page you initially arrive at will have a top coloured bar which will ask your permission to allow cookies to be used. If you do not allow cookies and continue to navigate around the site then selected functions of the site may not work.

Functional Cookies – The cookies listed below cannot be disabled, as each of them is needed for the functionality of the Riverside website.
Cookie Name Cookie Information
sifrFetch This cookie is used to display the flash text font on each of the Riverside web pages. This cookie does not share any information with a third party.

ASP.Net Sessions



ASP.NET sessions store information within a cookie for the functionality of the website. For example when completing the job application form, Riverside uses a session to store the information from one step to the next. Sessions are deleted when the browser is closed. This cookie does not share any information with a third party.
.IMMAUTH When logging into the job application section this cookie saves your login details. This cookie does not share any information with a third party.
RegionCookie This cookie is used by Riverside to save the region, in which the user chooses. This cookie does not share any information with third parties and expires after 1000 days.



The cookie is set by Cloudflare. The cookie is used to identify individual clients behind a shared IP address and apply security settings on a per-client basis. It does not correspond to any user ID in the web application and does not store any personally identifiable information.

GDPR Cookie consent


This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category “Necessary”.

GDPR Cookie consent


This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category “Non-necessary”.
First and Third Party Cookies – Each of the first and third party cookies that are used on the website can be disabled, more information on this can be found on their websites.
Cookie Name Cookie Information

Google Analytics






Google Analytics use cookies to track user activity, which is used to generate reports within the Analytics interface. To disable these cookies please see

To opt out of being tracked by Google Analytics across all websites visit








The cookie produced by Twitter, allows the Riverside Twitter feeds to display around the website. For more information please see






These cookies are set by Facebook to deliver advertisements and track the behaviour of the user across websites that have a Facebook pixel or Facebook social plugin. This is used to measure and improve the advertisement. For more information please see








YouTube use cookies to embed videos on pages around the Riverside website. For more information please see



Hotjar cookie. This cookie is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID.



Many browsers are set to automatically accept cookies. If you are using Microsoft’s Internet Explorer, Mozilla Firefox, Google Chrome or Safari you should be able to configure your browser to restrict or block cookies, or you may wish to delete them, by going to your browsers settings. Below are short instructions for how to do this in the four most popular browsers:

Microsoft Internet Explorer

Click the ‘Tools’ icon in the top right hand corner and select ‘Internet options’. In the pop up window select the ‘Privacy’ tab. From here you can adjust your cookie settings.

Google Chrome

Click the spanner in the top right hand corner and select ‘Settings’. From here select ‘Under the hood’ and change the settings under ‘Privacy’.

Mozilla Firefox

From the drop down menu in the top left hand corner select ‘Options’. In the pop up window select the ‘Privacy’ tab. From here you can adjust your cookie settings.


From the settings drop down menu in the top right hand corner select ‘Preferences’. Select the ‘Security’ tab and from here you can adjust your cookie settings.

Further information

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

Search engine

The search engine on our website is designed to be as powerful and easy to use.

The search used on the Riverside website does not use a cookie. A querystring is used to store the search terms in the URL, which are then used to perform the search and produce the results.

People who make a complaint to us

When we receive a complaint online from a person we make up a file on an internal database containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.

We will keep personal information contained in complaint files in line with national retention guidance issued by the National Housing Federation.

Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

Data protection legislation requires that we inform you of our legal basis for processing your information. In relation to customer complaints this legal basis is that it is necessary for the operation of your tenancy or the contract we have with you. In relation to a complaint from someone who isn’t a Riverside customer the legal basis will be that resolving the complaint is in both our legitimate interests and that this does not outweigh your rights and freedoms or those of the person you are complaining about.

People who use Riverside services

The Riverside websites offers various services to the public. Details (names, addresses, etc) of our tenants are maintained on a central database and individual requests submitted through the website containing information which require any changes to the database will be dealt with in accordance with the Data Protection legislation and other relevant regulations. This may include complaints, requests to not receive publications, etc.

We have to hold the details of the people who have requested the service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have requested a publication to carry out a survey to find out if they are happy with the level of service they received. The legal basis for processing this information is that it is necessary in order to perform the services or to take steps necessary to give the service to you.

Riverside customers can find out more about their information is used by reading the privacy notice here

Job applicants, current and former Riverside employees

When individuals apply to work at Riverside, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau we will not do so without informing them beforehand unless the disclosure is required by law.

Personal information about unsuccessful candidates will be held for 6 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Our legal basis for processing this information is that it is requires to assess your application and may be required to take steps to enter into a contract of employment with you.

Once a person has taken up employment with the Riverside we will provide them with privacy information relating to employees.  schedule and then delete it.

Complaints or queries

Riverside tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Riverside’s collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the Data Protection Officer at the address below.

Your Rights

The links below are to guidance given by the Information Commissioner’s Office.

Our processing of your information should be fair and lawful.

We should obtain your personal information only for specified purposes and each purpose should have a lawful basis. We won’t use it for a purpose that is incompatible with the original purpose, unless we have your agreement or the law requires it.

The information should be relevant and adequate and no more than is needed. When we can we will modify it so it doesn’t identify you. However, in most cases it will only serve a purpose if it is clear that it is about you.

It should be accurate and up-to-date.

We won’t retain it for longer than we need to. We follow national guidance including the National Housing Federation’s guidance on document retention you can find this guidance here.

And it must be safe and secure. We will employ measures to ensure security compliance by working towards a framework to ensure confidentiality, integrity and availability of your data. We will have security policies in place and will apply a risk based approach to the protection of personal data using appropriate technology, robust procedural controls and continual assessment of the effectiveness of these controls.

You also have the right of access to your information and for it to be rectified as appropriate.

You have the right to portability so that your information can be used in different settings.

In certain circumstances, you have the right to object to processing, for processing to be restricted, and even for the information itself to be erased.

Underlying all these rights you have the right to complain or raise concerns. You should contact the Data Protection Officer, The  Riverside Group Limited, Estuary Boulevard, Estuary Commerce Park, Liverpool, L24 8RF; telephone number 0345 111000; email address [email protected]

You can also complain to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, telephone number 0303 123 1113 local rate or 01625 545 745 if you prefer to use a national rate number.

We keep this privacy notice under regular review. It was last updated in May 2018.

Disclosure of personal information

In many circumstances we will not disclose personal data without consent. However when we investigate a complaint, for example, we may need to share personal information with the organisation concerned and with other relevant bodies.

Links to other websites external to Riverside

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Terms and Conditions

Please see the Terms and Conditions of usage for our website and our expectations from users.

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated in May 2018.

How to contact us

Requests for information about our privacy policy can be emailed to the Data Protection Officer via the email address [email protected]  or in writing to:

Data Protection Officer
2 Estuary Boulevard
Estuary Commerce Park,
L24 8RF.

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