The Royal Opera House is committed to protecting your personal information. It’s your information, it’s personal, and we respect that. We also want to maintain the trust and confidence of every one of our audience members and supporters, as well as each visitor who uses the Royal Opera House website.
Our Privacy Notice gives you detailed information on when and why we collect your personal information, how we use it and how we keep it secure.
Aside from helping us deliver truly exceptional performances and events, the information you share with us means you’ll receive a more personalized and rewarding experience e.g. information about performances, exhibitions and new works that may interest you as well as a smoother ticket-buying process.
Registering with the Royal Opera House has many benefits, not least the opportunity to manage your personal information and receive information about our work. You can register with us at any time on our registration page.
Royal Opera House Covent Garden Foundation (the 'Royal Opera House') is a charitable company limited by guarantee incorporated in England and Wales (Company number 480523) Charity Registered (Number 211775). The Royal Opera House is the data controller of your personal information.
Contact details for the Royal Opera House
Royal Opera House Bow Street Covent Garden London WC2E 9DD
By phone +44 (0)20 7240 1200 or you can message us via our website www.roh.org.uk/contact
If you have questions regarding your information or its use, please contact our Data Protection Manager, Leah Hurst by email: firstname.lastname@example.org or by phone: +44 (0)20 7240 1200 or +44 (0) 20 7212 9664Although it is not compulsory to provide all of the information listed below, should you choose not to, then the Royal Opera House may not be able to provide you with the full range of services that we have to offer.
2. How We Collect Your Personal Information
Generally, we collect your information when you decide to interact with us. This could include purchasing tickets online, over the phone or in person or it could be where you sign up to receive emails from us. We also look at how our audience use our website, so that we can offer the best possible experience whether you’re booking tickets or just trying to find out more about our latest productions.
We collect information in several ways which are listed below:
3. The Types of Information We Collect
We only collect the information that is necessary to carry out our business, provide the particular service you’ve requested and to keep you informed. There are occasions when you can choose not to give us certain information, but this for example, may limit the level of personalisation we offer e.g. you may not get to hear about an event you would have loved to have attended.
The type of information we collect depends on where and when it is gathered:
Information we obtain directly from you:
When you create an account with us, register on our website or purchase tickets or other items from us online, by post or phone we need to collect information from you in order to provide the service you are requesting. We may collect:
If you are a student we may also collect:
When you use our or our restaurants website or app to pre-order drinks or food, we collect:
If you register for the Learning Platform we may collect:
When visiting our website we may collect the following information:
Information we obtain independently from you:
Your information may be shared with us by independent organisations, for example other arts organisations that the Royal Opera House has worked with. These independent organisations will only do so when it is required to complete a contract and/or when you have indicated your consent. You should check their Privacy Notice when you provide your information to understand fully how they will process and safeguard your data.
Third Party Organisations
We may combine information you have given to us with this additional information available from external sources. This will only be done when you give permission to the relevant third party organisations to share the data they hold on you, or if the data is already publicly available.
Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp or Twitter, you may give us permission to access information from those accounts or services.
Information available publicly
We may include information found in places such as Companies House and information that has been published in articles/ newspapers.
Children Under 13
Our services are not directed to children under 13 and we do not intentionally collect any information on children under 13 years of age. However, we recognise that whilst only those over 13 should sign up to the Learning Platform, the material on the Learning Platform is intended for use by children under 13 and thus some children may create user accounts. We do not collect any personally identifiable information when individuals sign up to the Learning Platform but if you become aware that your child or a child who is one of your pupils has created an account please contact us at email@example.com
4. Why We Collect Your Personal Information and How We Use It
The information we hold on you will be used in a number of ways. Here are the main ones: to provide a service you have requested, offer you a personalised experience and understand our audience’s needs better, inform you of events or updates you’ve asked for or contact you if we need to obtain or provide additional information (e.g. cast changes).
Specifically, we use your information we collect in the following ways:
To carry out our business and to provide a service or carry out a contract with you:
Where we have your consent:
Where we have justifiable reason (including legal obligation and legitimate interest):
Learn about your interests and preferences so that we can contact you with information that is relevant to you.
To Deliver our Streaming Services:
If you purchase a ticket to one stream of our productions either live or a recorded performance, we will need to collect the following data:
If you are gifting the streaming, we will need to collect:
For a small number of our audience, where we want to better understand people’s engagement with the Royal Opera House and their potential interest in supporting us further:
Before contacting a small number of individuals we may seek additional information including Royal Opera House booking and connections, business network information and publicly available information relating to: residential location, wealth and assets, family*, career, donations to other organizations (including political parties where they are made public by the individual) and hobbies and interests to create a profile of their interests and preferences. This helps us understand the background of the people who may choose to support us and helps us to make requests for gifts to those who may be able and willing to give. We may also use publicly sourced images to help identify individuals who attend our special events. For further information on applied data please see the table below.
* This does not include information about children unless given personally by the individual concerned.
We use a number of different sources to aid us in our fundraising activities, including newspaper websites and archives, housing market websites and the electoral roll as well as official websites of companies, charities and other arts organisations. In addition to general use of the internet we also make use of company, director and shareholder information from publicly available information providers, such as the below organizations:
Company financials and directors information
Information on company directors and shareholders
Global news archive
Dow Jones Risk & Compliance
Risk management and due diligence software
Business relationship mapping software
UK Electoral Roll and Directory Inquiries
Database of UK Trusts and foundations grants
UK Registrar of Companies
5. How We Handle Your Information and Other Organizations
The Royal Opera House will never share, sell, rent or trade your personal information to any third parties for marketing purposes without your prior consent. We will ask for your consent to share personal information with like-minded arts organizations whose shows you will have seen here at the Royal Opera House or in collaboration with us at another venue.
Some of our service providers may have access to your data in order to perform services on our behalf – payment processing is a good example of this. We make sure anyone who provides a service for the Royal Opera House enters into an agreement with us and meets our standards for data security. They will not use your data for anything other than the clearly defined purpose relating to the service that they are providing.
We may share your details with:
The Royal Opera House is not responsible for the privacy notices and practices of other websites even if accessed using links from www.roh.org.uk and recommends that you check the notices of each website you visit and contact its owner or Data Protection Manager if you have any concerns or questions.
Despite all our precautions, no data transmission over the internet is 100% secure. So, we cannot guarantee the security of any information which you disclose to us and so wish to draw your attention to the fact that you do so at your own risk.
6. How We Protect Your Data
The Royal Opera House is committed to protecting the personal information you entrust to us. We adopt robust and appropriate technologies and policies, so the information we have about you is protected from unauthorized access and improper use e.g. your online account is encrypted and our own network is protected.
As part of the services offered to you through the Royal Opera House website, the personal information you provide may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen if any of the computer servers used to host the website are located in a country outside of the EEA. If the Royal Opera House transfers your personal information outside of the EEA in this way, we will take steps to ensure that your privacy rights continue to be protected as outlined in this privacy notice.
The Royal Opera House may transfer your data to the USA to organizations such as Facebook, Google or Wordfly. The USA has weaker data protection laws than that of the EEA and therefore we are working to ensure that they have suitable safeguards in place to protect the transfer of data.
We will keep your information only for as long as is reasonably necessary for the purposes set out in this privacy notice and to fulfil our legal obligations. We will not keep more information than we need. The retention period will vary according to the purpose, for example if purchasing a ticket only, we will typically keep your data for up to ten years from the date of your last transaction whereas if you have pledged a legacy to the Royal Opera House, we will hold your details until notified by your executors. For further information about how long we will keep your information, please contact the Data Protection Manager using the contact details outlined in this notice.
If you ask us to stop sending direct marketing communications to you, we will keep the minimum amount of information (e.g. name, address or email address) to ensure we adhere with such requests.
7. Your Choices
You should find it easy to access and amend the personal information that we hold on you, or request that we stop contacting you. It’s your data and we want to make sure you feel in control of it.
If you have an online account with us, you can amend your personal details and email contact preferences at any time. Simply sign in on the web site and access your account by selecting your name at the top of the page.
Or, if you prefer, you can contact us by phoning, emailing, or writing using our contact details below.
Every email we send to you will include details on how to change your communications preferences or unsubscribe from future communications.
If you would like to see what information we hold about you, you can sign into your online account and make any changes required. You can also request full details of personal information we hold about you under the Data Protection Act 2018, by contacting the Data Protection Manager. Please send a description of the information you would like to see, together with proof of your identity to firstname.lastname@example.org
At any time you have the right to ask the Royal Opera House to amend or stop how it uses your personal information including for marketing purposes. You can do this by signing in to the website and accessing your account details or if you don’t have an account or if you prefer to, you can contact us by phoning, emailing or writing using our contact details below.
You have the right to get information held about you by us corrected. If you have any concern about the accuracy of your personal data, please let us know using the below contact details.
If you would like us to remove the personal information we hold about you, please contact us using the below contact details.
By email: email@example.com By phone: +44 (0)20 7240 1200 By post: Royal Opera House, Bow Street, Covent Garden, London, WC2E 9DD
You have the right to lodge a complaint with the supervisory authority, The Information Commissioner’s Office – www.ico.org.uk
8. Updates or Changes to the Privacy Notice and Further Information
This notice was updated on 01 July 2020. It may be updated to take into account changes at the Royal Opera House or for example to reflect changes to regulation or legislation.
Updates to this notice will be posted on this page – please check back from time to time. We may also inform you of any changes where we hold an appropriate email address for you.
When your data is provided to us by another person (for example a recommendation) or a publicly accessible sources (such as Google) we will tell you where we obtained the information within a month of getting it.
Further information on data protection regulations and laws can be found here.
Notice updated on 05 August 2020
NHS Test and Trace (May 2021) Privacy Notice
To support NHS Test and Trace (which is part of the Department for Health and Social Care) in England, we have been mandated by law to collect and keep a limited record of staff, customers and visitors who come onto our premises for the purpose of contact tracing.
By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the Coronavirus.
As a visitor to the Royal Opera House you will be asked to provide some basic information and contact details. The following information will be collected:
The Royal Opera House as the data controllers for the collection of your personal data, will be responsible for compliance with data protection legislation for the period of time it holds the information. When that information is requested by the NHS Test and Trace service, the service would at this point be responsible for compliance with data protection legislation for that period of time.
The NHS Test and Trace service as part of safeguarding your personal data, has in place technical, organisational and administrative security measures to protect your personal information that it receives from the venue/establishment, that it holds from loss, misuse, and unauthorised access, disclosure, alteration and destruction.
In addition, if you only interact with one member of staff during your visit, the name of the assigned staff member will be recorded alongside your information.
NHS Test and Trace have asked us to retain this information for 21 days from the date of your visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them. For example, if another customer at the venue reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of customer details for a particular time period (for example, this may be all customers who visited on a particular day or time-band, or over a 2-day period).
Currently the building is open to ticket holders only, all fo whom are requested to complete a form on arrival.
Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes, and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (for example, as a result of receiving a court order). In addition, where the information is only collected for the purpose of contact tracing, it will be destroyed by us 21 days after the date of your visit.
However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (perhaps, for example, your name, date of birth and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as we usually would, unless and until you tell us not to.
Your information will always be stored and used in compliance with the relevant data protection legislation.
The use of your information is covered by the General Data Protection Regulations Article 6 (1) (c) – a legal obligation to which we as a venue/establishment are subject to. The legal obligation to which we’re subject, means that we’re mandated by law, by a set of new regulations from the government, to co-operate with the NHS Test and Trace service, in order to help maintain a safe operating environment and to help fight any local outbreak of corona virus.
By law, you have a number of rights as a data subject, such as the right to be informed, the right to access information held about you and the right to rectification of any inaccurate data that we hold about you.
If you are unhappy or wish to complain about how your information is used, you should contact a member of staff in the first instance to resolve your issue. If you are still not satisfied, you can complain to the Information Commissioner’s Office. Their website address is www.ico.org.uk.
Contact details for the Data protection officer Dominique Perrissin-Fabert Dominique.Perrissin-Fabert@roh.org.uk