Call Recording

Some telephone calls may be recorded to improve the customer experience. This privacy notice explains how those call recordings are managed. 

Info This privacy notice was last reviewed on 29 August 2023.

The type of personal information we collect

We currently process the following information about you: 

  • A recording of the conversation  
  • Your telephone number 

To make a payment over the telephone you require to use your telephone keypad to provide your payment details – no payment information is recorded.  

How we get the personal information and why we have it

We currently record calls in the following areas:  

  • Link Housing Customer Service 
  • C~urb Property Repairs

What do we do with the information?

We use the recordings of telephone calls for:  

  • Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas. 
  • Training and Development – Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings, but any transcripts are anonymised. 
  • Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs and gain a more informed view of organisations we signpost to. 
  • Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations. 
  • Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual. 

 We may share recordings of the calls, in limited circumstances, with Police Scotland (or other law enforcement agencies and government departments).  

Legal basis for processing

Personal data 

We have a legitimate interest in recording telephone conversations. 

Special category data 

Any special category personal data will be processed with your explicit consent. 

How we store your personal information

The recordings of telephone conversations are securely stored on the Horizon Collaborate platform.  

How long we keep your personal information

Recordings of telephone conversations are stored for three months. 

Your rights 

Your right of access

You have the right to ask us for copies of your personal information. 

Your right to rectification

You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. 

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances. 

Your right to restriction of processing

You have the right to ask us to restrict the processing of your personal information in certain circumstances. 

Your right to object to processing

You have the the right to object to the processing of your personal information in certain circumstances.

Your right to data portability

You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.  

Please contact us at if you wish to make a request.  

How to complain 

If you have any concerns about our use of your personal information, you can make a complaint to us at Link House, 2c New Mart Road, Edinburgh EH14 1RL or by email at    

You can also complain to the ICO if you are unhappy with how we have used your data.  

The ICO’s address:              

Information Commissioner’s Office  

Wycliffe House  

Water Lane  



SK9 5AF  

Helpline number: 0303 123 1113  

ICO website:  

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