Nature of work
The Business Intelligence and Improvement Division includes several support functions to the Council including Business Transformation, Performance and Complaints, Programme Management and the Solihull Observatory. Its role is to provide evidence and recommendations to support service improvement across the Council. Within this Division the only team to process personal data is the Children’s and Adults Complaints Team, who manage any complaints about Adults and Children’s Services.
Why we need your information
In order to enable us to effectively and efficiently respond to any concerns raised by our service users.
Type/Classes of information processed
Where relevant we process a variety of information relating to individuals including:
- personal details
- family details
- lifestyle and social circumstances
- goods and services
- financial details
- employment and education details
- housing needs
- visual images, personal appearance and behaviour
- student and pupil records
- business activities
- case file information
- Births and Deaths details
We may also process what is referred to as special categories of information that may include data revealing:
- racial or ethnic origin
- health or data concerning a natural person's sex life or sexual orientation
Who information is processed about
We process information about:
- customers
- staff, persons contracted to provide a service
- complainants, enquirers or their representatives
- professional advisers and consultants
- students and pupils
- carers or representatives
- recipients of benefits
- witnesses
- offenders and suspected offenders
- traders and others subject to inspection
- people captured by CCTV images
- representatives of other organisations
- Healthcare users/patients
- survey respondents
Who information may be shared with
We will share information you give us with the relevant parts of the Council and may also share this will other relevant outside agencies. What follows is a description of the types of organisations we may need to share some of the personal information we process with for one or more reasons:
- customers
- family, associates or representatives of the person whose personal data we are processing
- current past and prospective employers
- healthcare, social and welfare organisations
- educators and examining bodies
- providers of goods and services
- financial organisations
- private investigators
- service providers
- local and central government
- ombudsman and regulatory authorities
- press and the media
- professional advisers and consultants
- courts and tribunals
- trade unions
- professional bodies
- police forces
- housing associations and landlords
- voluntary and charitable organisations
- students and pupils including their relatives, guardians, carers or representatives
- data processors
- other police forces, non-home office police forces
- regulatory bodies
- courts, prisons
- international law enforcement agencies and bodies
- partner agencies, approved organisations and individuals working with the police,
- healthcare professionals social and welfare advisers or practitioners
- current past and prospective employers and examining bodies
- law enforcement and prosecuting authorities
- legal representatives, defence solicitors
- police complaints authority
- the Disclosure and Barring Service
- healthcare professionals
When you make a complaint we will usually get in touch with you to talk about it. If you would like to know more please contact the Customer Relations Manager by email at candacomplaints@solihull.gov.uk or call 0121 704 8296.
How long we will keep your information
The Performance & Complaints Team will retain and destroy the complaint file in accordance with the Council’s Management Retention Schedule. Destruction of records varies depending on the business area and the complaints procedure used. Records are kept from between 6 to 25 years. Copies of complaint responses are also kept on the service user’s file in the business area and will be destroyed in line with the business area’s retention policy.
Transfers Overseas
This is highly unusual but if we received a complaint from an eligible person residing overseas, then it is possible we may send information overseas. Any transfers made will be in full compliance with all aspects of Data Protection legislation.