whg Digital Assistant (Dora) and Live Chat Privacy Notice

This Privacy Notice explains how whg processes personal data when you use our Digital Assistant (Dora) and Live Chat services. It supplements our main Privacy Policy, which describes the wider categories of personal data we process and the purposes for doing so.

How Dora Works and What Data Is Processed

Dora provides automated signposting to:

• Links to our ‘manage your home online’ services,
• Policies and guidance on our website, and
• Standard responses to frequently asked questions.

No personal data is collected or processed when you interact with Dora, and we ask that you do not enter any personal information into the chatbot.

Transfer to an Adviser

If:

• you request to speak to an adviser, or

• your query is automatically routed to an adviser,

we will process and retain a record of your live chat correspondence and a log of your Dora interaction. This is consistent with our lawful purpose of responding to contacts you make to us as part of our service delivery.

You may end the live chat at any time if you do not wish to proceed.

Personal Data We Process During Live Chat

If you are an existing whg customer and ask questions about your tenancy, we may process personal data such as:

• Your name, address and contact details,
• Information required to verify your identity as a tenant,
• Data relating to your tenancy so we can respond to your enquiry appropriately.

Special category data will not be requested or processed unless strictly necessary and handled according to UK GDPR safeguards.

Lawful Basis for Processing

Processing of your personal data through the live chat function will rely on the following lawful bases:

• Performance of a contract: Where the chat involves discussing or managing your tenancy or services you receive from us.
• Legal obligation: Where we must verify identity or ensure lawful sharing of tenancy-related data (e.g., fraud prevention, safeguarding duties).
• Legitimate interests: Where we need to keep records of service interactions or ensure the quality and security of our services, and this does not override your rights.

No automated decision-making or profiling takes place as part of the live chat interactions.

How Long We Keep Your Information

Chat transcripts and associated records are retained in accordance with our standard retention schedules and service requirements, as outlined in our main Privacy Notice.

Who We Share Your Information With

• Information from live chat will only be shared:
• Internally, with relevant teams involved in resolving your query, and
• With our third-party service providers, acting strictly under our instructions as defined under UK GDPR. (e.g., IT service providers).

How We Keep Your Data Secure

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, misuse, or loss, in line with the security approach described in our main privacy policy.

Cookies

The cookies used are essential and only used for the purposes of the core operation of Dora and Live Chat

Your Data Protection Rights

Under the UK GDPR and Data Protection Act 2018 as amended, you have rights over your personal data, including:

• The right to access your information,
• The right to correct inaccuracies,
• The right to request deletion (in certain circumstances),
• The right to restrict or object to processing, and
• The right to data portability.

To exercise your rights, contact the Data Protection Officer at dataprotection@whgrp.co.uk.

If you have any concerns around how your data is handled, you have the right to contact us at Feedback and complaints. If you remain unhappy, you then have the right to contact the Information Commission.