Privacy policy

Read our Privacy policy here. 

One Manchester Privacy Statement  

This statement explains how we use any information we have that relates to you.  


One Manchester respects an individual’s right to data privacy and data protection in line with data protection laws. The laws include the (UK)GDPR and the Data Protection Act 2018.  

One Manchester is a registered provider of social housing and a developer of property for market sale and lease. One Manchester is the Data Controller, which is a legal name that means the organisation that is responsible for and controls the processing of your personal data, in your relationship with One Manchester.  

'Personal Data’ is the legal phrase used to describe any information that relates to an individual person. For example, name, address, email address, IP address, date of birth, health information, ethnicity, religious beliefs, financial information, and more. 

‘Processing’ is the legal word that means collecting, storing, sharing, using, or anything else that we do with your Personal Data. 

We (One Manchester) collect your Personal Data mainly through our relationship with you, so that we can provide our services. We will explain how and why we use your Personal Data in this Privacy Statement. 

One Manchester is listed with the Office of the Information Commissioner as a Data Controller with the reference number; ZA111141.  

This Privacy Statement was last reviewed and updated; 15/05/2023  

Contacting us  

If you have any questions about this Privacy Statement or about your Personal Data, please contact us. 

You can contact our Data Protection Officer (DPO) using our contact us form and choosing other from the drop down menu. 

Or write to; DPO, One Manchester, Lovell House, Archway 6, Manchester, M15 5RN.  

How and why One Manchester uses your Personal Data 

We collect Personal Data from and about people we interact with, including: 

  • potential customers, 
  • customers, 
  • household members of potential customers and customers, 
  • job applicants, 
  • neighbours and members of the public who contact us or visit our sites, and 
  • people we work with, including suppliers and other organisations. 
  • We have a separate Privacy Notice for colleagues. 

Data is collected in many ways, including, when you:

  • fill in an application form online, or a hard copy,  
  • fill in a questionnaire, survey or give us feedback, 
  • enter a competition, 
  • use our services, 
  • use our website and allow ‘cookies’ to be set on your device, 
  • set up and use an online One Manchester account, 
  • contact us by telephone (calls may be recorded), text, email, social media, or our online chat service, 
  • are filmed by our CCTV cameras on our sites. 

Sometimes your Data will have been given to us by someone else such as a family member, a neighbour, or in a reference. Sometimes we receive Personal Data from other organisations  including the Police and other legal authorities, local authorities, other landlords, employers. 

We collect and process Personal Data so that we can: 

  • assess customer applications, 
  • sell, lease and rent our homes,  
  • sign-up new customers,  
  • manage tenancy agreements, 
  • provide ongoing customer services including repairs and maintenance, 
  • improve our services, 
  • manage neighbourhood relationships, including managing Anti-Social Behaviour and complaints, 
  • let customers know about important information that relates to their relationship with us, 
  • manage the end of tenancies and other relationships in a positive way, 
  • take appropriate action in response to Anti-Social Behaviour, complaints, non-payment or any other issues, 
  • assess people applying to work with us, 
  • build and maintain good relationships with other organisations in our communities, including the police, local authorities and other housing providers, and 
  • buy and sell supplies and services that we need so that we can provide our services. 

Our legal purposes: 

We collect, store, use and share Personal Data only when we have a legal purpose to do so, including: 

  • when we may be entering into a legal agreement with you,  
  • when we already have a legal agreement with you, 
  • when we have a legal obligation to process Personal Data, 
  • to protect someone’s life, 
  • when it is for our, or another organisation’s, legitimate interests, as long as it is fair to you, 
  • to carry out our obligations under employment, social security or social protection law, 
  • to establish, exercise or defend legal claims or to comply with a court order, 
  • when it is the public interest/substantial public interest including crime prevention and investigation, safeguarding, and the monitoring and improvement of equality and diversity, 
  • when we have your permission, when no other legal purpose is appropriate, 

Your rights and choices 

Most of the Personal Data that we collect about you is needed so that we can assess your application and then enter into an agreement with you. This could be your application to rent, buy or lease a home from us, and the agreement could be a tenancy agreement or a sale or lease agreement. It could also be an application to work for One Manchester. 

If we need your Personal Data for that reason, and you prefer not to provide your data, we will not be able to enter into an agreement with you. We will sometimes send you communications - letters, emails, phone calls - when they are necessary for managing the agreement that we have with you, and you must receive these communications. 

If anyone in your household has additional needs or anything that is a risk to your household or to anyone else, that we need to know about so we can provide the right support to you in the best way, such as health conditions or criminal information, we will collect that Data so that we can fulfil our legal obligations and protect our customers and colleagues. If we need that type of Data for that reason, you must allow us to process that Data.

Sometimes we use Personal Data about you for our own legitimate reasons, where it is fair to you, and when this is the case including when we want to get feedback from you about our services. You can always tell us if you would rather not be asked for feedback. This is known as “objecting” to the processing of your Data. 

Sometimes we use your contact details and other Personal Data to send you information we think will be useful to you (but is not necessary as part of our agreement with you.) This information will keep you up to date on the latest One Manchester news and events. If we do this through the post, for our own legitimate reasons, you can also object to this processing, by telling us to stop sending you that type of information and we will stop immediately. 

If we want to send you this type of information using electronic methods, such as text or email, we will ask for your permission first. If you do give us permission, but later change your mind, you can tell us you don’t want to receive that information anymore and we will stop immediately.   

If we ask your permission to use your Personal Data for any other reason, you can always change your mind, by letting us know, and we will stop using your Data in that way. 

Right to be informed: You usually have the right to know how and why we collect and use your Personal Data, how long we will keep it, and who we will be sharing it with. We explain these things in this Privacy Notice, but if you would like more information, please contact our customer services team, or use the contact details at the top of this Notice. 

Occasionally, there are times when we don’t have to let people know that we’re using or sharing their Data. These times include when the Data is being used as part of an investigation into crime or other regulatory investigations, legal proceedings, and similar reasons that protect the public. 

Right of access: You have the right to access the Personal Data that we hold about you, to know what we hold, and to have a copy of it. This is called a subject access request (or SAR) and it is free of charge. For more information, or to make a request, please use the contact details at the top of this Notice. 

Right to rectification: If the information we hold about you is incorrect, you can ask us to correct our records. You can do this by contacting our customer services team, or using the contact details at the top of this Notice. You will need to inform us what information is incorrect and what it should be replaced with. Sometimes we will need to ask you for extra information so we can respond to your request, for example a name change as we would need proof of the change of name. For more information, or to make a request, please use the contact details at the top of this Notice. 

Right to erasure: You have the right to request that your Personal Data is deleted. But please be aware that we will usually need to keep at least some information if you are a current or former customer, supplier, or other contact of One Manchester. For example, we legally have to keep copies of invoices in case of an HMRC investigation. For more information, or to make a request, please use the contact details at the top of this Notice. 

If a complaint has been made along with an erasure request, we will keep records relating to the complaint, and information about the complainant, such as name, and basic contact details.  

Right to restrict processing: You have the right to request that we restrict the processing of your Personal Data in certain circumstances. This means that you can limit the way we use your data where you have a particular reason for wanting the restriction. For more information, or to make a request, please use the contact details at the top of this Notice. 

Right to data portability: When you have provided your Personal Data to us, and it is Data that we need for your agreement with us, or it is Data that you gave us permission to collect from you, you have the right to receive that Data in a structured, commonly used and machine readable format. You also have the right to request that we transmit that Data to another Data Controller, such as another housing provider . You can make this request by contacting our customer services team or using the contact details at the top of this Notice. 

We will respond to any requests for any of your rights as soon as we can, and always within one month. Sometimes we will need to extend the time we need to respond, but we will let you know about that within the first month. 

Right to Complain: You have the right to make a complaint at any time about the way we handle your Personal Data. If you would like to raise a complaint with us, please contact us. You can also raise a complaint with the UK’s “Supervisory Authority” for Data Protection - the Information Commissioner’s Office (ICO) ( ). We would appreciate the chance to deal with your concerns before you approach the ICO. 

Who we share your Data with 

Contractors and Suppliers: So we can provide our services to you, One Manchester sometimes uses contractors and service suppliers. An example of this would be carrying out your annual gas safety service or roof repairs. We share the details the contractors need, such as name, address and contact details. Other examples of using suppliers include our use of software to store and process Data. This type of arrangement is covered by legally binding contracts, that mean the other organisation carries out the Data processing on our behalf, for our legal purposes. 

We use CCTV for the prevention, detection and investigation of anti-social behaviour and crime. We use CCTV in line with the Information Commissioner’s current CCTV Code of Practice and may disclose CCTV footage to: 

  • Law enforcement agencies 
  • Prosecuting agencies  
  • Legal representatives  

 We will only share CCTV footage with people who have been filmed on it, in response to a Subject Access Request where it is possible and appropriate.   

Information relating to crime investigations, crime prevention, and safeguarding may be shared with the National Probation Service, Community Rehabilitation Company, Greater Manchester Police or other Police authorities, Directorate for Adults, and other Registered Providers on a need to know basis only. 

There are times when One Manchester is required by law to disclose your information, for example, to comply with legal proceedings or to protect the safety or rights of One Manchester, its customers, colleagues, or the general public. This includes:  

  • HM Revenue & Customs, Regulators and other authorities acting who require reporting of processing activities in certain circumstances, for example when there is a suspicion of money laundering. 
  • Accountants, Solicitors, Auditors, and other like services. 
  • In the event of a merger/acquisition of part or the whole organisation, the partner/new owner will have access to the information held by One Manchester. 

Debt Solution Providers – Depending on the service you have engaged (The One Money Team); we will disclose minimised personal information to a Debt Solution Provider who is able to assist with setting up and maintaining a Debt Solution. We will always request consent to share this information with any third-party Debt Solution Providers. No Information will be shared with these third parties otherwise. We work with several for-profit and not-for-profit organisations depending on the Debt Solution that had been determined as most suitable to your personal circumstances.  

Contests and promotions: Sometimes we run competitions for which entry will require the customer’s/visitor’s Personal Data. For compliance purposes, the information and general location of the winner may be published or shared.   

We will never share information with any third party that intends to use it for direct marketing unless we have received specific consent from the individuals involved.   

 Protecting your Data 

To keep Personal Data safe and secure, and to prevent unauthorised access or disclosure, or loss of Data, we have physical, electronic and managerial procedures in place which we regularly review.  

We use Transport Layer Security (TLS) to encrypt and protect email traffic. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit. 

International Transfers  

We do not transfer your personal data outside the European Economic Area (EEA) unless allowed by law and there are safeguards in place.  

Tracking technology  


Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. The information contained within the cookie can include the IP address, operating system and browser information. This information is used to track visitor use of the website and to compile statistical reports on website activity. For further information, please visit or  

You can set your browser to not accept cookies and the above websites tell you how to remove cookies from your browser, however in a few cases some of our websites features may not function as a result.  


Spamming in where unsolicited emails are sent to you containing advertisements or marketing related materials without your consent.  

In accordance with the Data Protection Act 2018, One Manchester will not send you spam emails and we will not share your email address with third parties for them to use in this way.  

If for some reason you believe you have received spam emails from One Manchester, please contact  

How long we keep your Personal Data 

We only keep your Personal Data for as long as is necessary to provide our services, and to satisfy any legal, accounting or reporting requirements.  

To decide the appropriate time period to keep Personal Data, we consider the amount, nature and sensitivity of the Data, the potential risk of harm of unauthorised use or disclosure of Data, and the purposes for which we process the Data.  

Details of retention periods for different types of Personal Data are available upon request.  

We hold CCTV recordings, not subject to an investigation, for a maximum of 28 days.  

Sometimes we may anonymise Personal Data so that individuals can no longer be identified from it, for research or statistical purposes.  

Links to third party sites  

If our websites/platforms have links to websites owned and run by other organisations, visiting these sites is done so at your own risk; we do not control or have any responsibility or liability for the content or practices of any third-party site or application. Please check the relevant third party’s privacy notices before you give any personal data to these websites.