This page is about personal information that people provide through our Street Care website.
The personal information we hold when you report a problem will depend on the information you provide:
If you select 'use my location' when submitting a report, we will also temporarily hold your latitude and longitude so that you can be taken to the correct part of the map.
When reports are made there is a 'free text' box for you to add additional information. Occasionally people enter personal data here, but we don't recommend this. You should only enter personal data in the designated fields.
Under data protection legislation, TfL is only allowed to use personal information if we have a proper reason or 'legal basis' to do so. In the case of reporting a problem on a TfL maintained street, there are a number of these 'legal grounds' we rely on, which are:
The personal information we hold is provided by you when you report a problem on our Street Care website. Your report is then routed to the appropriate TfL team so the issue can be investigated and resolved.
Your email address will be used to verify your report (ie we will email you to confirm you want to submit your report) and to confirm successful submission. It will also be used to provide you with an update, if you have asked for one. All emails will contain a link for you to unsubscribe from any future communications.
So we can reduce the same issue being reported multiple times, all reports of problems are available on the Street Care website for others to view. This includes a summary of the problem and photographs (where provided). When you make a report, you also have the option of making your name public against the report, but you do not have to do this. No other personal details will be made public.
TfL has a contract with a third party supplier, mySociety, for the provision of the Street Care website. mySociety also runs a service called FixMyStreet. If you report a problem in relation to a TfL-maintained street directly on FixMyStreet, rather than the Street Care website, mySociety will share your report (and personal details if provided) with us.
This sharing is in accordance with the FixMyStreet terms of service and their privacy statement. When TfL receives this information we will hold it as explained on this page.
If you have reported issues on both the TfL Street Care website and FixMyStreet, and hold an account with Street Care, all your reports relating to TfL maintained roads will be visible for you to review on the Street Care website.
We will keep your account open for two years after the last time you accessed it. After this time your personal details will be removed and we will stop sending you updates.
If you send us a report(s) without creating an account, then any personal details you included will be removed two years after you have last used the website.
Your personal details are held for the following reasons:
IP addresses will be kept for 28 days, to support the investigation of any website issues.
We take the privacy of our customers very seriously. A range of robust policies, processes and physical and technical measures are in place to control and safeguard access to, and use of, personal information. This includes information associated with the reporting and investigation of problems on TfL maintained streets.
Anyone with access to personal information held in TfL's systems has to complete TfL's privacy and data protection training every year.
We also publish guidance on the steps you can also take to protect your personal information.
Under data protection legislation we have to let you know when we use your personal information to do something 'automatically'. That means if we use our computers or other systems or make an automated decision (without human intervention) that significantly affects you.
In the case of reporting street issues, TfL does not make decisions based solely on the use of automated systems, databases or computer applications.
TfL has a contract with a third party supplier, mySociety, for the provision of the Street Care website, which ensures the efficient day-to-day running of this service.
In some circumstances, disclosures of personal data to the police (and other law enforcement agencies) are permitted by data protection legislation, if they relate to the prevention or detection of crime and/or the apprehension or prosecution of offenders. Before any disclosure takes place, the police must show that the personal data concerned will help them in this respect. Each police request to TfL is dealt with on a strict case-by-case basis to make sure that any such disclosure is lawful and in accordance with data protection legislation.
TfL and its service providers may process your personal information in countries within the European Economic Area (EEA). Any such processing will be carried out in strict accordance with UK and EU privacy legislation and the appropriate contractual safeguards which TfL has put in place.
Under data protection legislation you are entitled to ask to see any personal information that we hold about you. Please see our page on how to access your data for further details.
You also have a number of other information rights which include:
The TfL Privacy and Data Protection team considers and coordinates responses to any requests that relate to an individual's rights under the GDPR. We also handle complaints from people whose personal data is processed by TfL and its subsidiary companies. You can contact the Data Protection Officer by email at email@example.com or by writing to:
Data Protection Officer
5 Endeavour Square
It's likely that we'll need to update this statement from time to time, so check back here regularly to find out more. This page was last updated in November 2019.