Household Waste Recycling Centre booking form and restricted vehicles digital permit application privacy notice

We keep this privacy notice under regular review and it was last updated in November 2026.

We respect your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data and tell you about your privacy rights and how the law protects you.

Who we are

We collect, use and are responsible for certain personal information about you. When we do so we are regulated under the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. We are responsible as ‘controller’ of that personal information. Our Data Protection Officer is Benjamin Watts.

Kent residents can use a web-based booking system to access Household Waste Recycling Centres (HWRCs). The system also enables eligible customers to apply for a digital permit to use a HWRC with a restricted vehicle, where the relevant criteria are met.

The system is provided by Pentagull Ltd. Read the Pentagull Ltd privacy notice.

We may invite customers to complete a satisfaction survey about their experience of using the service, if they agree to tell us their views.

Personal information we collect and use

Information collected on our behalf

When you book a visit to a HWRC or complete an optional customer satisfaction survey regarding your experience of using the online booking form and your visit to a HWRC, we collect the following personal information when you provide it to us:

• your contact details - for example your name, email address, telephone number and postal address
• your vehicle details - for example your vehicle registration plate number, make and type of vehicle etc
• feedback regarding your experience of using the online booking form and your visit to a HWRC, if you chose to complete the customer satisfaction survey.

We may also collect personal data if you chose to provide it to us when completing the customer satisfaction survey:

• your identity (age band for example, 25 to 44, and gender), only if you decide to provide us with this information and only if you opt-in to complete the customer satisfaction survey.

We may also collect the following information should you provide it to us:

• a request for assistance at an HWRC with unloading your vehicle.

For restricted vehicle digital permit applications, we may also collect:

• the requirement to bring an otherwise restricted vehicle into an HWRC to support a disability, such as an overheight disability-adapted vehicle.

How we use your information

Information about your booking and permit is shared with the contractor operating the HWRC you are visiting so they can manage your visit and check you in on arrival.

Our waste management contractors operate the following:

• CSG: Dartford, Maidstone, Sevenoaks, Swanley, and Tunbridge Wells HWRCs. Read the Commercial Services Group (CSG) privacy notice.
• FCC: Allington, Ashford, Canterbury, Deal, Dover, Faversham, Folkestone, Herne Bay, Margate, New Romney, Pepperhill, Richborough, Sheerness and Sittingbourne HWRCs. Read the FCC environment privacy notice.

In accordance with the above process we will use information collected from you to:

• identify you as part of your online booking request or as part of your permit application request only
• manage your booking or permit application and contact you about it where necessary
• verify your booking and permit status when you visit the HWRC
• assist you with unloading your vehicle at the recycling centre should you require it
• make sure that our booking rules are adhered to, including our terms and conditions
• determine how far customers travel to use the HWRC service, to assess availability/capacity at the sites, to determine how many residents of Kent and non-Kent residents are using the HWRC service, and support any future policy change recommendations, in line with our Kent Waste Disposal Strategy
• apply any requirements as a result of HWRC policies including cross border use, disposal of DIY waste and so on
• contact you with a short satisfaction survey, if you have given permission for us to do so at the time of booking.

We analyse postcode information in aggregated form to understand how residents use HWRCs, assess demand and support service planning. Reports do not identify individual customers.

If you ticked the box giving permission for us to contact you regarding a short satisfaction survey following your HWRC visit, your email address will be downloaded from the Pentagull Ltd booking system and used by our Performance Management Team to send you the survey link.

When appropriate to the service concerned (when a legitimate interest relevant to the service exists) we collect basic customer profile information, like age and gender, to help us understand which customer groups needs are being met by our services and which groups require better service provision.

We use address validation services (Ordnance Survey Places) and DVLA vehicle registration look-up services to help ensure the information you provide is accurate. The address and vehicle look-up functions will not interact with any other personal data you enter in the form.

Reasons we can collect and use your personal information

When we collect your personal data, we rely on the following legal bases;

• Article 6(1)(b) - processing is necessary for the performance of a contract to which the data party is subject, because when booking your HWRC visit, you will be asked to agree to the terms and conditions as detailed in the booking form, including adhering to policy, such as the restricted vehicle policy.
• Article 6(1)(e) - processing is necessary for the performance of a task carried out in the public interest. We rely on this to deliver our surveys, and because we have a statutory duty to provide facilities for its residents to dispose of their household waste.

When we collect or share special category personal data, we rely upon the following legal bases under UK GDPR;

• Article 9(2)(g) - processing is necessary for reasons of substantial public interest (Equality of opportunity or treatment)

How long your personal data will be kept

• We will hold both your personal information (for example, contact details and vehicle details) securely for the purposes of monitoring repeated use by you of our recycling facilities and the purposes of providing you with a digital permit to access the HWRCs in a restricted vehicle. Information is retained, as follows:

• Your postcode information at aggregate level is contained within a report that will be created periodically and used to determine how far customers travel to use the HWRC service, how many non-Kent residents use our facilities and to assess availability/capacity at the sites. These reports (at aggregate level) of travel journeys by Kent (and non-Kent) residents to HWRC sites may be kept for future use to support any future policy change recommendations, in line with our Kent Waste Disposal Strategy.

Collecting and sharing your personal information

In order to administer and manage the booking scheme, we will share your customer unique booking reference number, your vehicle details and whether you require assistance at an HWRC to unload your vehicle, with the following third parties:

• The waste management contractor who operate the HWRC that you will be using on our behalf.
• Pentagull Ltd who operate the website-booking system on our behalf have access to all booking data information collected.

Our Waste management contractors (FCC and CSG) and Pentagull Ltd. are required to treat your data in accordance with UK GDPR and data protection legislation.

None of your personal information will be transferred outside of the UK.

We share your email address with our Performance Management Team who will send you the survey link. Where you have agreed to participate in a survey when you booked via telephone, we will share your telephone number with our Contact Centre for the purposes of undertaking the survey via telephone.

Bookings made via our telephone contact centre

You may also make bookings and permit applications over the telephone  if you do not have access to the internet. To help deal with incoming telephone contact efficiently, such telephone calls are managed by our contact centre.

All of our contact centre advisors are employees of Capita, which operates the Contact Centre on our behalf or KCC staff when required.

Only authorised members of staff have access to the call recordings. Call recordings may also be shared with a limited number of authorised members of our staff, as part of our quality monitoring processes and complaints handling procedures.

When you contact our telephone contact centre and make a booking through them or an application for a permit, the operative will fill in the form on your behalf. That will then generate a booking or an application case.

If you gave permission to be contacted regarding a customer satisfaction survey during your telephone booking, you will be contacted by telephone after your HWRC visit, and your survey responses entered into the survey form by the telephone agent on your behalf.

No information relating to your call is retained by Capita employees and information about your call is stored on computer systems belonging to and maintained by us.

Your rights

Under UK GDPR you have rights which you can exercise free of charge which allow you to:

• know what we are doing with your information and why we are doing it
• ask to see what information we hold about you (subject access request)
• ask for a copy of your non-trade waste declaration form
• ask us to correct any mistakes in the information we hold about you
• object to direct marketing
• make a complaint to the Information Commissioner’s Office

Depending on our reason for using your information you may also be entitled to:

• ask us to delete information we hold about you
• have your information transferred electronically to yourself or to another organisation
• object to decisions being made that significantly affect you
• object to how we are using your information
• stop us using your information in certain ways

We will always seek to comply with your request however we may be required to hold or use your information to comply with legal duties. Please note, your request may delay or prevent us delivering a service to you.

For further information about your rights, including the circumstances in which they apply, see the guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under GDPR.

Keeping your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Who to contact

Please contact the Information Resilience and Transparency Team at data.protection@kent.gov.uk to exercise any of your rights, or if you have a complaint about why your information has been collected, how it has been used or how long we have kept it for.

You can contact our Data Protection Officer, Benjamin Watts, through email or post at:

UK GDPR also gives you right to lodge a complaint with Information Commissioner, who may be contacted via the Information Commissioner's website or call 03031 231113.

Read our corporate privacy statement.

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