Opera North is committed to protecting your privacy and data. We will use the information that we collect about you in accordance with data protection law.
Opera North Limited is a charity and owner of the Howard Assembly Room. Our income comes from tickets, Arts Council England, local authorities led by Leeds City Council, individual donors and supporters, business sponsors, trusts and foundations. Opera North Limited is registered as a charity in England and Wales number 511726 and a company limited by guarantee registered in England and Wales number 1550778. We operate the website www.operanorth.co.uk.
We aim to be clear when we collect your data and not do anything with it which you wouldn’t reasonably expect. Developing a better understanding of our customers and supporters through personal data allows us to provide you with relevant and timely information about the work that we do both on and off stage. It helps us to make better decisions about events and programming, to fundraise more efficiently and, ultimately, to reach our goal of sharing extraordinary experiences every day inspired by opera and music, with people of all ages and backgrounds across the north of England and beyond.
You give us your information on multiple occasions, such as when you buy a ticket over the counter, by phone or online via our website; by signing up for one of our other events, workshops or education programmes; by updating your preferences on our website; by participating in competitions; by giving feedback or corresponding with Opera North; or by making a donation. We also keep your details when you sign up to receive emails from us. If you have joined our Access Membership Scheme, we will note your needs and preferences for attending our performances in your customer account. For more information on our Access Membership Scheme please visit operanorth.co.uk/access.
The information we hold about you may include:
We maintain a record of your transaction history when you book tickets, make a donation or sign up as a member, and you may choose to store your payment card details in your account for use in a future transaction. None of our staff members are able to see your full stored card number and we never store your 3 digit security code.
We keep a record of the emails we send you, and we may track whether you receive or open them, so we can make sure we are sending you the most relevant information. We may then track any subsequent actions you take online, such as buying a ticket.
Please be aware that the Grand Theatre operates CCTV cameras for safety and security purposes in the Opera North Box Office. Images from these cameras are not collected by Opera North, but by the Grand Theatre with restricted access and protocol by the Grand Theatre management.
For a small number of people, we may seek additional information from publicly available sources to gain a better picture of their interests and preferences, aiding our understanding of individuals who may choose to support us, guiding us in approaching those with the ability and willingness to make gifts and giving an improved experience to our current and potential supporters. Types of information we may seek include hobbies and interests, career, donations to other organisations (this could include publicly declared donations to political parties), wealth and assets and family (adults only, unless provided personally by the individual concerned). We may also look for images in the public domain to help identify guests attending special events. Examples of the publically available sources we may use include official websites of companies, charities and other arts organisations, newspaper websites and archives, Companies House, the Charity Commission, West Yorkshire Lieutenancy and Trustfunding online.
We may also collect information about you from other sources, such as:
Sometimes we ask you to provide sensitive information, for example:
For members of the Access Membership scheme, we record the information so that you can book seats including free companion seats and wheelchair spaces online. Any access information recorded helps us to find the best seats tailored to your needs, and we will log your proof of eligibility so that you don’t need to show us your evidence each time you book.
You may give us additional information about children, if they are participating in events and services we provide, such as Little Singers, members of our Youth Ensembles or Orchestra Camp, for example date of birth, age, size for uniforms, next of kin details, voice type or instrument and attainment level, any specific needs and bursary places. We only collect information we need to facilitate participation, to plan activities appropriately, for safeguarding and health and safety requirements, for monitoring purposes and to manage age-specific activity and development. As with all the personal information we hold, sensitive information is held securely and restricted to those who need to use it. We will delete information when we no longer need it.
We aim to be clear with you about how we use your personal data and only to use your personal data in ways which you would reasonably expect.
We will only use your personal data when the law allows us to. Most commonly we will use your data:
If there is any important change to your booking, we will contact you. This information, alongside your purchase and/or donation history, is used to select and inform you of other relevant events, offers or services we think may be of interest to you, as well as opportunities to support our work as an arts charity.
We use your data to:
To provide you with timely, relevant information, invitations or opportunities to support the company, we use an automated process in the ticketing system to look at what you choose to attend and how often, for example only once for a famous or a less familiar opera, or more often for a concert or musical, or whether you are a donor or member.
To help us understand preferences and build a picture of the characteristics of different audience groups, we may also apply survey data and the audience profiles created by The Audience Agency (a national agency for England, supported by Arts Council England). This gives us important information to help us with strategic planning. We also enable The Audience Agency to automatically extract an anonymised form of our booking data to fulfil Arts Council England reporting requirements as part of our funding agreement, to inform our strategic planning and support our ability to secure funding to develop and protect the future of the company. The Audience Agency also uses the anonymous data for national and regional research into patterns of arts attendance in England (for example comparison sales trends over time and geographical comparisons).
We will not share any of your personal details with any other third parties without your agreement, unless required in order to fulfil our contract with you (such as when you book a ticket or buy a membership), or allowed by law.
We may share your personal information with our trusted service providers, sub-contractors and agents that we may appoint to perform functions on our behalf and in accordance with our instructions, including payment providers, ticketing system providers, email distribution services, IT service providers, postal mailing providers, accountants, auditors and lawyers.
We will never sell your personal data to any other agencies or companies.
We may need to disclose your details if required to the police, regulatory bodies or legal advisers or if required to by law or where we need to protect you or other people from harm.
With your consent, we will email you about news, events, services, offers and opportunities to support us. Services might include education activity, such as family or adult activities, or in the future our new restaurant information (part of the Company’s proposed building project currently in the planning phase).
If you opted in to hear from us by post before 24 May 2018, we will continue to contact you by post until you tell us otherwise, using our legitimate interests as an arts charity as outlined above. If you set your communication preferences from 24 May 2018, we will send you information by post with your consent.
The accuracy of your personal information is important to us. Please help us keep our records up-to-date by telling us when your contact details or other personal information change or if you change your mind about how you want us to contact you. You can update your personal details and your communication preferences by logging in to your customer account on our website, where you can also tell us what you’re most interested in.
If you have opted out of marketing or fundraising communications, we may still get in touch with you regarding your booking. For example, we may email you to give you important information about the show you’ve booked for, with any changes that affect you.
Please be aware that if you fail to provide us with your personal information or ask us to stop using your information, we may not be able to provide certain services to you: we will let you know if this is the case.
Your personal data will be held and processed on Opera North’s secure servers, which are protected by relevant security software and firewalls. Where possible we aim to keep a single record for each customer. Your data is always held securely and we have put in place appropriate security measures to keep it safe. In addition, we limit access to it to those of our employees, agents, contracts and trusted service providers who have a need to know it.
We have put in place procedures to deal with any suspected data breach and will notify you and any applicable regulator when required to do so.
We cannot guarantee the security of your data transmitted to our website before it reaches us, and any transmission is therefore at your own risk. Once we have received your information, we will use security features as outlined above to keep your information safe.
We will only keep your personal information in accordance with data protection law for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Where your information is no longer required, we will ensure it is disposed of, deleted or cached in a secure manner.
To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the information, the potential risk of harm from unauthorised use or disclosure of the information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.
In certain circumstances, you have the following rights related to your personal data:
Last updated: 24 May 2018