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.
WHO WE ARE
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.
WHAT INFORMATION DO WE COLLECT?
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:
- Your name, postal address, telephone number and email address
- Date of birth, age
- Ticketing history
- Links to and information from social media accounts
- Credit or debit card details
- Bank details
- Donations history
- Gift Aid status and attendance at fundraising events
- Memberships history
- Relevant connections, for example to seat friends together at fundraising events, for facilitating booking on behalf of another person, for Business Partner contacts
- Details of university, school, course if relevant, for example for the University of Leeds partnership
- Particular access needs
- Image and likeness (as captured on videos or photographs we use for promotional purposes, like our Audience Reaction videos)
- Your preferences for how we communicate with you about our activities
- Information that is available publicly (see below for more details)
- Sensitive information if required (see below for more details)
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.
Social media platforms
Information from public sources
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.
Information from other sources
We may also collect information about you from other sources, such as:
- ticket agents who transfer information to us when you book a ticket for a production or other event at Opera North
- other arts organisation or partners that Opera North works with, but only if you have given consent. You should check that organisation’s privacy notice when you provide your information to understand fully how they will process and safeguard your data
- information about how you use our website from analytics providers such as Google
Sometimes we ask you to provide sensitive information, for example:
- if you require wheelchair access, an assistance dog, assisted hearing for audio descriptions, BSL interpretation, seats near the exit, step-free access or a seat for an essential companion; or
- if you or a child is participating in a workshop, details of any allergies or health information that may affect your or the child’s participation or for us to use in the case of a medical emergency during the workshop.
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.
HOW DO WE USE YOUR DATA?
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:
- to perform a contract with you, such as when you book a ticket for a production or other event, become a member or give a donation or when we need to contact you with important information relating to your booking
- as part of our legitimate interests as an arts charity to provide you with and improve our services. This might include sending you information by post about news, events, services, offers and opportunities to get closer to the company and support Opera North and the Howard Assembly Room
- to comply with a legal obligation, such as when you exercise your rights under data protection law or when we have to report to or respond to a request from government or law enforcement officials (such as reporting Gift Aid details to HMRC) or to meet national security or law enforcement requirements or prevent illegal activity
- based on your consent, for example when you have specifically consented to use of your information, for example to send you updates via email about what’s on, offers, news or about supporting us or sharing your details with our partner organisations where you’ve consented to this.
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:
- Ensure we know how you prefer to be contacted
- Provide you with the event tickets or respond to information you have asked for
- Help give you the best possible customer service and experience, and for you to send us your feedback
- Administer your ticket sale, donation or membership, including processing Gift Aid and to manage our relationship with you
- Tell you about changes in our services or new services, events, offers, competitions or opportunities to support us that we think you’ll find of interest
- Show you (and people like you) adverts via social media platforms and Google products for our services, events, offers, competitions or opportunities to support us. You can opt out of targeted advertising on these platforms, but this may make the advertising you see less relevant.
- Occasionally invite you to participate in customer research
- Tell us about your interests and booking preferences so that we can contact you with information tailored to you
- Improve our services and our website through data and statistical analysis and research
- Record and investigate health and safety incidents should they happen at our events or activity programme
- Verify your identity for security purposes
- Prevent fraud
- Manage our business, including keeping financial records.
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 selected partners including The Audience Agency to automatically extract an anonymised form of our booking data, for the purposes of informing our strategic planning and support our ability to secure funding to develop and protect the future of the company. With the Audience Agency, this also fulfils Arts Council England reporting requirements as part of our funding agreement. These organisations also use 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).
SHARING YOUR INFORMATION
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, marketing service providers, IT service providers, postal mailing providers, accountants, auditors and lawyers. We may share your personal information which is then hashed into randomised code, with social media platforms for the purposes of targeting advertising and completing data analytics.
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.
GIVING YOU CONTROL
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 building project).
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.
HOW WE KEEP YOUR DATA SAFE
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.
HOW LONG DO WE KEEP YOUR INFORMATION?
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.
CHANGES TO THIS POLICY
In certain circumstances, you have the following rights related to your personal data:
- The right to request a copy of personal information we hold about you
- The right to request us to correct information that’s wrong, delete it or to request that we only use it for certain purposes
- The right to object to our processing of your data, including for direct marketing purposes
- The right to request that we provide your personal information to you or another organisation in a structured, commonly used and machine-readable format
- The right to change your mind and ask us to stop using your data, for example, by unsubscribing from marketing emails. Please be aware that if you ask us to stop using your information, we may not be able to provide you with certain services: we’ll let you know if that is the case.
- The right to lodge a complaint with the Information Commissioner’s Office or Fundraising Regulator
- Email us via firstname.lastname@example.org
- Write to us at: Data Management team, Opera North, 46 New Briggate, Leeds LS1 6NU
- Call us on 0113 223 3600
Last updated: 6 April 2020