The Royal Opera House (ROH) 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 ROH website.
We have split up the notice into sections so that you can easily click to the sections which you require.
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.
Although it is not compulsory to provide all of the information listed below, should you choose not to, then the ROH may not be able to provide you with the full range of services that we have to offer.
Registering with the ROH 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' or ‘ROH’) 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.
Address: Royal Opera House, Bow Street, Covent Garden, London, WC2E 9DD
Telephone +44 (0)20 7240 1200
This privacy notice is for visitors to the ROH as well as to our website, and all our members, donors and supporters.
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:
2. When you use the ROH or our restaurant’s website or our app to pre-order drinks or food.
3. If you contact us by phone to book tickets.
4. If you book tickets in person at the box office.
5. If you contact us by post, e.g. application forms for Friends and Access members.
6. If you contact us by Live chat or messaging through social media
8. From time to time, we may also get data about you from third parties – please see the ‘Why we collect your personal information and how we use it’ section for more details. This could include other artistic venues where you have seen the ROH’s work or partners that we have run competitions with.
9. We use closed-circuit television (CCTV) cameras on all our premises for the purposes of crime prevention and public safety. CCTV cameras are in operation at the front-of-house (i.e. all areas in the Royal Opera House that are used by the public), back-of-house (i.e. areas closed to the public) and exterior of the premises. Our security personnel also use body worn CCTV cameras (or ‘bodycams’) on our premises for the purposes of crime prevention and public safety. The bodycams are used to record incidents involving the public which warrant a recording to be made. An incident is considered as any engagement with a member of the public which in the opinion of our security personnel is confrontational and may involve instances of aggression, threats, or physical or verbal abuse.If you wish to see more detail on how CCTV or Bodycam footage is used and stored please contact email@example.com.
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.
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 create a Young ROH account, 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:
If you register for the access scheme, we may also collect:
When you purchase a ticket to a streaming service for our productions we may also collect:
When visiting our website we may collect the following information:
Your information may be shared with us by independent organisations, for example other arts organisations that the ROH 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.
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.
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. In addition if you contact us via personal messaging within social media we keep a transcript within Talkdesk.
Information available publicly
We may include information found in places such as Companies House and information that has been published in articles/ newspapers.
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 organisations:
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
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 firstname.lastname@example.org
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).
Under the UK Data Protection Act, we can only use your personal data if we have a legal basis for doing so. The list below sets out a more specifically how we use your personal data, the purpose of the processing and the legal basis upon which rely for the processing.
The ROH 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 organisations whose shows you will have seen here at the ROH or in collaboration with us at another venue.
We do not undertake any automated decision-making processes.
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 ROH 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 ROH 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. 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.
As part of the services offered to you through the ROH website, the personal information you provide may be transferred to countries outside the UK and 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 UK or EEA. If the ROH transfers your personal information outside of the UK or 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 ROH may transfer your data to the USA to organisations 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.
The ROH 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.
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 ROH, 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.
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 email@example.com
At any time you have the right to ask the ROH 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.
You can contact them at:
Information Commissioner’s Office
Telephone: 0303 123 1113
This notice was updated on 12 May 2022. It may be updated to take into account changes at the ROH 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.
Royal Opera House Covent Garden Foundation, a charitable company limited by guarantee incorporated in England and Wales (Company number 480523) Charity Registered (Number 211775)