Are calls recorded?
We only record calls made to or from our Customer Experience team. These are automatically recorded.
- If you’re transferred to another member of staff internally, the call is still recorded
- If you’re transferred externally, the call stops recording
- There are times staff members in other areas of the business may choose to record individual calls, but we'll let you know if we’re doing this, and won’t go ahead if you’re not happy for it to be recorded
- We’ll pause any recording when taking sensitive information such as bank details
If you want to record the call you're within your rights to do so, all we ask is that you let us know out of courtesy.
- All other calls made to or from you, not into our customer experience team, will have notes and / or transcripts or summaries on your record
- We hold phone call recordings for 90 days
- Calls may be used for training and monitoring purposes
- We hold other conversation transcripts for longer
- You can request recordings of your calls by making a subject access request
If you have questions or concerns about your data, please contact us and ask for Lucy Scott, our Data Protection Officer, or email dataprotection@vividhomes.co.uk.
