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Privacy Policy

This Privacy Policy tells you what to expect when Norwich City Council collects your personal data. It sets out how we will use any personal information we hold about you, who we will share it with and how we will protect your privacy.

Personal information includes your name and address, bank details and any information about your circumstances that are necessary for us to deliver services to you.

Data protection regulations

Under the General Data Protection Regulations (EU) 2016/679, the council, as data controller, has a legal duty to protect all data that we collect from you. We take measures to safeguard your data and apply security standards and controls to prevent unauthorised access to it.

Personal information we collect

We do not capture or store any personal data about individuals who access this website, except where this data has been voluntarily provided when you:

  • request for information or services via email and online forms
  • contact us through our social media channels
  • feedback via an online form
  • register and sign in to the customer account
  • subscribe to receive information about our services
  • provide feedback via an optional online survey

In these cases, in compliance with the EU Directive on Privacy and Electronic Communications, the personal data you provide electronically will be used exclusively for providing you with the information or service you have requested.

How we use your information

The council is committed to complying with the relevant data protection and privacy of information legislation. You are able to access information that we hold about you and you can find out how to do this on our Data protection page.

We will only use the information we hold about you for the purpose you provided it. We will also only collect the minimum information necessary to fulfil that purpose.

Your personal details will be forwarded on to the relevant service area within the council to reply to you direct. Where your personal data is shared with an outside organisation or partner agency, this sharing arrangement will be stated in the privacy notice for the service being provided. We may also share your data where lawfully required to do so for the prevention and detection of crime and fraud, or for the collection of taxes.

Your information will not be supplied to any organisation for marketing purposes without your prior consent.

For more detailed information on the processing activities that take place within the council view the privacy notices for specific services.

Use of photographs and video

Before we use photos/video where people can be individually identified we ask them to give their consent for it to be used, or if it is an image of anyone under 18 we will ask for consent from the parent or guardian. The consent is used for the image to be published for publicity, including but not limited to publications, social media and websites.

Norwich City Council has copyright of the image and where possible will not allow it be copied or used in any way without the council’s permission. 

You can ask us to stop using your images at any time, in which case they will not be used in future publications, but may continue to appear in publications/social media channels already in circulation – this can be requested via

If we’ve inadvertently photographed you without permission and you’re not happy about it, please contact us and we’ll remove from our database immediately.

How long we keep your information

We will keep your information for as long as it is required by us or other regulatory bodies in order to comply with legal and regulatory requirements or for other operational reasons. In most cases this will be a minimum of six years. See our Retention Schedule.

Your rights under GDPR

In relation to the personal information that we hold (subject to some legal exceptions), you have the right to make a data subject access request to:

  • Request a copy of your personal information that we hold
  • Request that any inaccurate information is corrected
  • Request for personal data to be erased (in certain circumstances)
  • Request a restriction on the processing of your information
  • Object to the processing of your information


If you are not satisfied with the way we have answered a request from you or handled your personal information, you have the right to make a complaint to the Information Commissioner who may be contacted at: Information Commissioner's Office - Report a concern.

Email updates

We use the GovDelivery platform, provided by Granicus, for email updates about our services. When you sign up we use your email address to send you regular updates on the topics you have subscribed to. You can unsubscribe from this service at anytime.

When you sign up to our email updates, you agree to your data being collected and stored by GovDelivery. Read the GovDelivery Privacy Policy.

Web statistics

We use Google Analytics to collect information about your visit to our website based on your IP address. This information is used to help us track what people are doing on the site so that we can improve it. We don't use this information to identify you as an individual and you will remain anonymous, unless you identify yourself by completing a form or an online transaction.


To make our website useable, we store small text files called cookies on your computer or other devices. Cookies also provide anonymous website statistics measuring how you use the website to help us make improvements. Most websites do this and they aren’t used to identify you personally.

For more information about our cookies including how to manage them and delete them, please our Cookies page.

Security of your personal information

No method of transmission over the internet, or method of electronic storage, is 100 percent secure. Therefore, while we strive to protect your personal information we cannot guarantee its absolute security.

If a password is used to protect your account and personal information, it is your responsibility to keep your password confidential.

Links to external websites

This website contains links to other sites. We are not responsible for the privacy practices or the content of these sites nor do we endorse any externally linked sites. If you visit other websites you should read their policy covering the use of personal information.

Changes to our privacy policy

We reserve the right to change the terms of this privacy policy at any time. Any changes we may make to our privacy policy will be posted on this page.

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