Information for customers and carers

Why we ask you about your personal information      

What is diversity?

Diversity means difference or variety. This could refer to someone’s age, ethnicity, sex, religion, disability, sexual orientation or gender. It could also refer to a person’s family, environment, hobbies or work.  When we talk about diversity in Bromley Council, we are referring to all the things that make you individual. In the words of inclusion expect Verna Myers, “diversity is being invited to the party; inclusion is being asked to dance”.

What is equality?   

Equality means fairness or being equal. This could refer to having equal access to services or being treated fairly when receiving a service.  When we talk about equality in Bromley Council, we are referring to the actions we take to make sure that you, your carer or family are treated fairly, equally and with respect when using our services. 

What is data collection?

Data collection is when your personal information is collected, with your consent, and stored confidentially. We may ask you or your carer for this information. This information may be collected during your first contact with Bromley Council or at a later date. 

Why do we collect your personal information?

Collecting personal information from customers is an important factor in enabling the Council to respond to individual needs. Using this data helps us to provide high quality, culturally sensitive and appropriate services and allows us to ensure that all parts of the community receive the services they require. 

How do we use your personal information?

We use the anonymised information we collect in a meaningful way, and by routinely analysing this information we hope to:

  • Improve access to our services
  • Help identify the needs of our diverse communities
  • Assess the current usage of services
  • Highlight and respond to gaps in service provision
  • Make sure that customers receive the right service, from the right person, at the right time
  • Use anonymised data as part of our reporting arrangements and to shape and inform future service developments 

What personal information will we ask you to provide?

You may be asked about your: 

  • Ethnicity
  • Disability
  • Gender
  • Age
  • Religion or belief
  • Sexual orientation
  • Gender reassignment
  • Pregnancy and maternity
  • Marriage and civil partnership

If you are not sure what these descriptions mean, the officer asking you will be able to give you more information. 

‘What if I do not want to share my personal information with Bromley Council?’

You always have a right to refuse to share your personal information with us, as we understand that you may be uncertain about sharing some aspects of your identity with us.

Sharing your personal information with us helps us to provide services in a manner which is appropriate to your personal needs. Additionally, all our staff are trained to ask personal information questions confidentially, sensitively, at an appropriate time and to be able to answer any queries you may have. If you change your mind later about sharing your information with us, we will update your records and delete any information you do not wish us to hold.


What is confidentiality?

Confidentiality means keeping the information you tell us safe and not sharing it unnecessarily with others. When we talk about confidentiality in Bromley Council, we are referring to how we use the information which you or your carer provide us with, including information about your identity. 

How will we use your information?

We combine anonymous diversity information provided by all the users of our services to make sure that the services we provide are appropriate, of a high quality and meet the needs of all our service users. You and your fellow service users could not be identified from this combined data. Sometimes, if there is a need to protect you or others, we may need to share some of your information with other staff or our partner agencies. All our staff are required to protect your information, inform you of how your information will be used and allow you to decide if and how your information can be shared.

This information can be made available in other formats (for example, Braille) or languages on request.

What if I am concerned about how Bromley Council has handled my information?

If you are worried that your data has been used in a way not mentioned in this document and you have not been able to resolve the situation easily with the officer you have been dealing with, you can raise your concerns with the Information Governance team via