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Call Recording Privacy Notice

City of York Council (CYC) current data protection notification is registered with the Information Commissioner’s Office (ICO) – reference Z5809563. We regularly review this privacy notice, and the last update was May 2024.

CYC is committed to ensuring that personal data is handled in accordance with the principles set out in data protection legislation and guidance from the Information Commissioner’s Office (ICO).

This privacy notice tells you what to expect when we collect personal information about you when recording phone calls.

CYC is the controller for this information unless we specifically state otherwise in this privacy notice.

CYC is the controller for the personal data we process, unless otherwise stated. You can contact the council’s Data Protection Officer at:

West Offices
Station Rise

Telephone: 01904 554145.


This privacy notice should be read in conjunction with other relevant CYC privacy notices and/or policies and procedures.

When appropriate we will provide a ‘just in time’ notice to cover any additional processing activities not mentioned in this document.

How we collect your information

From you when you call the council services or teams shown below.

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What personal data we process and why

When a call is recorded, we collect:

  • a recording of the conversation
  • your phone number
  • when making a payment over the telephone you are required to use your telephone keypad to provide your payment details therefore, no payment information is recorded

The council currently records phone calls for quality monitoring and to help us improve services in:

  • West Offices Security Team
  • Special Education Needs Services
  • Housing repairs
  • Customer Services about any of the following service areas:
    • Operator switchboard: 01904 551550
    • Council tax: 01904 551558
    • Housing benefit: 01904 551556
    • Parking: 01904 551309
    • Planning: 01904 551553
    • Concessionary travel: 01904 551550
    • Register office: 01904 553190
    • Electoral services: 01904 551007
    • Waste, highways, and environmental services: 01904 551551

You may request that your call isn't recorded. In this situation, you will need to contact us either in writing or by email.

In exceptional circumstances a Customer Service Team Manager may decide your call is taken via a non-recorded phone. For example, when he or she determines that not doing so could cause harm or distress to you.

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Automated decision-making

We do not carry out any automated decision-making when using call recording.

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Collecting information automatically

Please see our Cookies Policy for further information about the information we collect automatically when you use our website.

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Children’s information

Where we provide services directly to children or young people, the information in the relevant parts of this notice applies to children and young people, as well as adults.

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Lawful basis for processing your personal data

Any personal data including special category data that we process about individuals is done so in accordance with Article 6 and 9 of the UK GDPR and Schedule 1 of the Data Protection Act 2018 (DPA 2018).

The legal basis for processing your personal data is in accordance with the following:

  • Article 6(1)(e) Public task: the processing is necessary for the council to perform a task in the public interest or for our official functions, and the task or function has a clear basis in law.
  • Article 6(1)(f) Legitimate interests: the processing is necessary for the council’s legitimate interests or the legitimate interests of a third party, unless there is a good reason to protect the individual’s personal data which overrides those legitimate interests (this cannot apply if you are a public authority processing data to perform your official tasks).

The legal basis for processing your special category data is in accordance with the following:

  • Article 9(2)(g) Reasons of substantial public interest (with a basis in law)
  • Article 9(2)(h) Health or social care (with a basis in law)

Some of the Schedule 1 conditions for processing special category and criminal offence data require an Appropriate Policy Document (APD) to be in place, which sets out and explains the procedures for securing compliance with the principles in Article 5 and policies regarding the retention and erasure of such personal data. This document explains this processing and satisfies the requirements of Schedule 1, Part 4 of the DPA 2018 and supplements this privacy notice.

Our Appropriate Policy Document provides further information about this processing.

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How long we keep your personal data

We will only keep recordings for 13 months. After this time recordings are securely and confidentially deleted.

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Data sharing

We may share a call recording with other council services where it is appropriate to do so such as, to respond to a complaint.

In some circumstances, such as under a court order or safeguarding, we are legally obliged to share information. We may also share information about you with third parties including our data processors, government agencies and external auditors.

We will always satisfy ourselves that we have a lawful basis on which to share the information and document our decision-making.

Additionally, we are required under the Public Records Act 1958 (as amended) to transfer records to the City or National Archives (TNA) for permanent preservation. Full consideration will be given to Data Protection and Freedom of Information legislation when making decisions about whether such records should be open to the public.

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Data processors and/or third parties

Where we have third parties providing parts or all of our services for us, we have contracts or agreements in place with them. These are:

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Transfers of personal data

We do not routinely transfer personal data outside of the UK but when this is necessary, we ensure that we have appropriate safeguards in place and that is done in accordance with the UK data protection and privacy legislation.

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How we protect your information

We're committed to keeping your information safe and secure. There are several ways we do this, such as:

  • IT security safeguards such as firewalls, encryption, and anti-virus software
  • on-site security safeguards to protect physical files and electronic equipment
  • training for all staff and elected councillors
  • policies and procedures

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Your rights in relation to this processing

To find out about your rights under data protection law, you can go to the Information Commissioner's Office website.

You can also find information about your rights in our Privacy Notice.

If you have any questions about this privacy notice, want to exercise your rights, or if you have a complaint about how your information has been used, please contact us on email:, or on telephone: 01904 554145, or write to:

Data Protection Officer
City of York Council
West Offices
Station Rise
York YO1 6GA

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Also see