Link Housing - Advice Services - Digital Inclusion

Link’s Advice Service provides a range of services including digital inclusion advice and support to Link tenants and sharing owners. 

 info This notice was reviewed and updated on 29 August 2023

Services are free, impartial and confidential and include help with getting access to computers and other devices, accessing the internet and providing digital training and information. Services are offered to minimise the impacts of welfare reforms, combat poverty and promote tenancy sustainment.

What data we need

To allow us to provide the service you would expect from us, we process the following information about you:

  • Name
  • Address
  • Telephone number(s)
  • National Insurance number
  • Date of birth
  • Email address
  • Health information relevant to digital inclusion service provision
  • Ethnicity
  • Gender
  • Sexual orientation
  • Religion
  • Alternative contacts

Why we need it

We need your information and will use your information:

  • to enable us to supply you with the services and information which you have requested or expect from us
  • to provide you with digital advice and information assist you to access digital services including on-line claim forms
  • to consider possible entitlement to social security benefits and tax credits, charitable grants, Scottish Welfare Fund and other non statutory benefits including food banks and refer you for assistance to make relevant claims
  • to demonstrate our compliance with our Scottish National Standards for Information and Advice Providers accreditation
  • to analyse what we collect so that we can administer, support and improve  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 services.

Where we store your data

Your data is stored electronically on Advice Pro case management system.

How long we 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 following minimum periods after which this will be destroyed if it is no longer required for the reasons it was obtained.

All personal and sensitive data processed by the Digital Inclusion team will be retained for five years before being confidentially destroyed.

Our full retention schedule is available here.

What is the legal justification

The Digital Inclusion Service receives referrals from Link Housing and process all data based on the consent of the customer.

Sharing your information

The information you provide to us will be treated by us as confidential. 

We may disclose your information to third parties who act for us for the purposes set out in this notice or for purposes approved by you, including the following:

  • ACM Solutions who provide the Advice Pro case management system

Receiving data about you

We do not receive information from third parties.

Updating your information

If your details change please contact Customer Service Centre 03451 400 100 to inform us to ensure that all of the information we hold about you is up to date.

Data Protection Officer

You can contact our Data Protection Officer at or by post to Link House, 2c New Mart Road, Edinburgh EH14 14L. 

Your rights

Your right of access

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

Your right to rectify

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 . However, if Link can demonstrate that there is a compelling reason to process such personal data then we may refuse to stop processing your personal data.  

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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