GDPR Cookie Consent by Free Privacy Policy Customer services and website | Privacy | Rugby Borough Council


Customer services and website

This privacy notice relates to the Rugby Borough Council website and Customer Relationship Management (CRM) system, covering most general enquiries and services. It applies to information provided by post, email, and telephone as well as the online ("Self") account accessible via

For service-specific privacy notices please see the links above/left.

The data controller

The data controller is:

Rugby Borough Council, Town Hall, Evreux Way, Rugby CV21 2RR, United Kingdom.

We will store the data in our CRM system and restrict access according to our data security policies.

Personal data

The personal data we will collect from you is your web identifier, and any details requested through the website or CRM system. This may include your name, address and contact details, and details of any service that you request. We will use this data for the following purposes:

  • To provide a self-service account for you to access council services;
  • To create a customer record that allows us to link details of service requests to your information;
  • To provide you with the service that you have requested;
  • To update you about the service that you have requested;
  • To monitor use of our website and the effectiveness of email and online advertising.

Legal basis

The processing is necessary so that we can create a self-service account at your request; in order for us to provide a service that you have requested; or for us to monitor the effectiveness of our website or email or online advertising. Data protection law describes this legal basis as in the council's legitimate interests. If you request a service from us we may process your data using an alternative legal basis, either because the processing is necessary for the performance of a contract or because the processing is in the public interest.

If you do not provide the information we ask for we may not be able to provide the service that you need.

We do not collect special categories of personal data in relation to the Customer Relationship Management system.


We do not need your consent to collect or process your personal information in relation to the council's website or CRM system. This is because we need the information to provide you with the services that you have requested.


Rugby Borough Council may pass on your personal data to third parties for the purposes of detecting or preventing fraud or other crime, for the purpose of protecting public health, or if it is necessary to provide the service that you have requested. These organisations may include:

Warwickshire County Council, Warwickshire Police, the Department of Work and Pensions, or any other organisation where we are required by law to share information or may lawfully share information.

We will also share details about how you use our website with Google analytics, for the purposes of monitoring and improving our web systems. Your IP address is anonymised within the Google Analytics system and we do not have access to any personally identifying information. If you respond to any of our email or online advertising and are logged into Facebook, information about how you use our website will be passed to Facebook for analytics. We do not have access to any personally identifying information. If you watch any embedded Youtube clips on our website, information about how much of the clip you watched will be passed to Youtube for analytics. We do not have access to any personally identifying information. 

The council has a data processing contract with Jadu, who provide our website and related support services. They subcontract Positive Internet who host a backup server in the UK and  Rackspace Ltd who host our website on UK-based servers and provide support, along with staff from Alert Logic UK Ltd. Both Rackspace and Alert Logic provide round-the-clock support from locations in the UK and the US. Where it is necessary to access personal data to provide technical support, all of our contractors comply with all applicable laws to protect your privacy.

The council also has a data processing contract with Placecube whose systems will hold your data in a secure location in the UK, hosted by trusted partners. They are only permitted to process your data in accordance with our written instructions in order to provide you with the services you need.

If we need to provide you with updates about the service you have requested we may pass your details to a data processor. We use Gov Notify to provide email and SMS updates about transactions, and MailChimp to provide other service updates. The data we will share may include your personal details, your email address, and information about the service that we provide to you.

If you take part in consultations we may use Survey Monkey as a data processor. Survey Monkey will process your IP address and any information that you provide to them as part of the consultation. This may include sensitive personal information if you choose to share it.

Retention period

Rugby Borough Council will process personal data for the period it takes to provide you with the service that you have requested and for as long as we use the system and you are a resident of the borough of Rugby. We will store personal data within our system for as long as you are a resident of the borough of Rugby. Analytical data about your use of our website is held in anonymised form.

Your rights as a data subject

You have the right:

  • to request a copy of the information that we hold about you;
  • to correct data that we hold about you that is inaccurate or incomplete;
  • in certain circumstances you can ask for the data we hold about you to be erased from our records;
  • where certain conditions apply to have a right to restrict the processing;
  • in some circumstances, to have the data we hold about you transferred to another organisation;
  • to object to certain types of processing such as direct marketing;
  • to complain if we refuse a request you may make using these rights and you are not happy with our reason.

We may refer any request you may make using these rights to another organisation, if they have been involved in processing your personal data.


If you are unhappy about how we are handling your personal data you can complain to the Data Protection Officer. You can also complain to the Information Commissioner's Office (ICO).

The details for each of these contacts are:

Information Commissioner's Office - visit the ICO website
Data Protection Officer, Rugby Borough Council, Town Hall, Evreux Way, Rugby CV21 2RR

More information

This notice was last updated on 17 M17 2023.

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