Privacy Policy

Who we are

Theatre Royal (Norwich) Trust Ltd manages Norwich Theatre Royal and Norwich Playhouse and is an independent registered charity (registered in England and Wales number 262259, and a company limited by guarantee registered in England and Wales number 997352). We receive a small revenue grant from Norfolk County Council (0.001% of our income). Nearly all our income comes from ticket sales, commercial partnerships, sponsorships and individual donations. We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect. Developing a better understanding of our customers and supporters through their personal data allows us to make better decisions about shows and programming, fundraise more efficiently and, ultimately, helps us to reach our goal of being a leading UK regional theatre as both a creative resource and cultural ambassador for Norwich, Norfolk and the East of England. This privacy policy sets out the ways in which we use your data and how you can hold us accountable for that.

What information we collect

You give us your information when you buy a ticket over the counter, by phone or online via our website or by joining the Friends, Ambassadors or Corporate Club membership schemes.

When signing up for one of our other events or workshops, or by booking a table in our restaurant, a hospitality event with us; by updating your preferences on our website; by taking part in a survey from us or making a donation and applying for a job with us and even general communication are ways we will gather information.

We also keep your details when you sign up to receive emails from us. If you have signed up to our Access Registration Scheme, we will note this in your customer record along with your needs whilst in one of our venues. For more information on our Access Scheme please check our website.

The information we hold about you may include:

• Your name
• Postal address
• Telephone number
• Email address
• Ticketing history
• Billing address information
• Direct Debit instructions for memberships or donations
• Donation history
• Gift Aid declaration
• Your preferences for how we communicate with you about our activities
• Information that is available publicly

We maintain a record of your transaction history, but we never store your payment card number (although we keep a note of the last four digits to help us identify transactions). If you purchase a Norwich Theatre membership and decide to pay via monthly or annual instalments, your full card details will be stored securely on our payment partners system so that we can process the payments automatically, as per your authorisation. 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 online, such as buying a ticket. See our Cookie policy on our website for more details.

How we use your data

This information, alongside your purchase and/or donation history, is used to select and inform you of other relevant events or activities 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:

• Provide you with the show tickets or respond to information you have asked for
• Contact you if there are any important changes to your booking
• Administer your ticket sale, restaurant or event booking, Friends membership
  or donation, including processing gift aid
• Keep a record of your relationship with us
• Ensure we know how you prefer to be contacted
• Occasionally undertake customer research to help us understand how we can
  improve our services or information
• Tell you about changes in our services or new services, events offers, and
  opportunities to support us that we think you’ll find of interest
• Analyse your personal information to create a profile of your interests and
  preferences so that we can contact you with information most relevant to you

If you do not want to receive information by post or email about events, offers, our fundraising activities or customer research, you have the option to change any of your contact preferences at any time by logging into your account online, or by contacting the marketing team via the contact details at the end of this policy. We may combine information you provide to us with anonymised information available from external sources (e.g. Census data) in order to gain a better understanding of our audiences and visitors. We use profiling and segmentation to ensure communications are relevant and timely, and to provide an improved experience to our customers and supporters. When building a profile we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences in order to contact you with the most relevant communications.

For fundraising purposes, we may also make use of additional publicly-available information about you (for example from LinkedIn, Companies House, Charity Commission). For data related to a booking, we will keep your data for three years – after that time, if you have not made another booking, we will anonymise the data and keep it only for statistical and analytical purposes. If you have made a donation and a Gift Aid declaration, we are obliged to keep the declaration and the details of the person who made it, for six years. For data supplied as part of a job application to us, we will keep your details for six months, then delete it.

Third parties

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, or allowed by law (for instance, if a safeguarding issue arises). In general, the third-party providers used by us to fulfil our contract with you will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

These providers include our Ticketing System provider, other database software suppliers, email distribution service and mailing house. We have agreements in place with each to ensure that your data is secure at all times, and cannot be accessed or used for any other purpose. We may share personal information with other organisations, particularly The Audience Agency, who use this to analyse ticket sales for national and regional research into patterns of arts attendance in England (for instance, comparison of sales trends over time and geographical comparisons).

This assists with reporting to stakeholders and strategic planning, helping us to make better business decisions.

We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimisation, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

Your personal data is never sold on to any other agencies, companies or individuals. We will ask for your consent to be contacted by some of the organisations we sell tickets on behalf of. If you give us that consent, they will contact you within 30 days of us having passed that information on to them, explaining what they will do with your data and provide you with a link to their own privacy policy. We may use your ticket buying record to help them tailor information they send you to make sure it is relevant and of interest to you.

Our website may contain links to and from the websites of other organisations. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Filming & Photography

Any videos/images featuring adults/children taken by a Norwich Theatre representative require individual consent using the appropriate consent form. For children under the age of 18 prior permission from a parent/guardian or teacher is also required.

Images will be held on digital media/devices, with access limited to Norwich Theatre authorised staff. They can be used for marketing and publicity-related purposes and may be used in promotional material such as advertisements, leaflets, information packs, flyers, website and social media. On selected projects, they may be shared with designated partners.

Please note:

• Personal details will not be used alongside the footage/images unless otherwise discussed with individuals in advance.
• The footage/images will be held in accordance with the General Data Protection Regulation (GDPR).
• The footage/images captured in the video recordings and/or photographs will be the copyright of Norwich Theatre and any other intellectual property which arises in the recordings will also belong to Norwich Theatre.
• Once given, consent lasts indefinitely, but each individual has the right to withdraw consent at any time; should they wish for footage/images featuring them to no longer be used, Norwich Theatre will delete any stored copies and stop using them in any future publication. However the individual also acknowledges that it may not be possible for all previously published or printed media containing the image to be withdrawn from circulation. Any queries email media@norwichtheatre.org
• For best practice, Norwich Theatre will endeavour to use images/footage for no longer than two years.

Giving you control

Unless you ask us not to, we will tell you about shows, concerts, priority booking and opportunities to support us. Occasionally, we may include information in these communications from partner organisations or organisations who support us (for example other local arts organisations, companies that perform here, or business sponsors).

You can opt out from these communications at any time – every email, or post sent to you, will tell you how to do this. 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 (like a performance being cancelled).

How we keep your data safe

Your personal data will be held and processed on Theatre Royal (Norwich) Trust Ltd’s systems. Where possible we aim to keep a single record for each customer. Your data is always held securely. Access to customer information is strictly controlled. It is held in the UK and the EU and the processes are EU compliant. We may need to disclose your details if required to the police, regulatory bodies or legal advisors.

Sensitive information

Sometimes we ask you to provide sensitive information, for example when you join the Access Registration Scheme, book for certain workshops or when you apply for a job. We are committed to safeguarding children, young people and at risk adults and do all we can to ensure that all who work with us, whether on stage or joining a Creative Engagement project, are safe and inspired by their experience. For the details of children under 18, we will ask for the consent of a parent/guardian to provide such information. We will always require the carer’s signature on similar documentation relating to at risk adults. As with all the personal information we hold, sensitive information is held securely and restricted to those who need to use it. We will anonymise your personal data 2 years after your engagement with us.

Policy changes

We may change this Privacy Policy from time to time. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by contacting you directly.

Your rights

You have the following rights related to your personal data:

• The right to request a copy of personal information held about you (which we will provide within one month of the date of request, free of charge, unless the request is repetitive, unfounded or excessive)
• The right to request that inaccuracies be corrected
• The right to request us to stop processing your personal data
• The right to lodge a complaint with the Information Commissioner’s Office (by calling 0303 123 1113, or emailing casework@ico.org.uk) or Fundraising Regulator (by calling 0300 999 3407, or emailing enquiries@fundraisingregulator.org.uk).
• The right to have your data erased (which we will do within one month of the date of request)

CONTACT US

Please contact us if you have any questions about this policy, or wish to be removed from any communications or data processing activities:

• You can update your communication preferences online via

https://norwichtheatre.org/login/ or call the Box Office on (01603) 63 00 00.

•Email us at sar@norwichtheatre.org

•Or write to us at: Data officer, Theatre Royal (Norwich) Trust Ltd,

Theatre Street, Norwich, Norfolk NR2 1RL.

Subject Access Request: Under the GDPR, you have the right to access copies of any personal data we hold on you. If you wish to make a Subject Access Request (SAR) please write to or email us including your full name, address and contact telephone number; any information used by us to identify or distinguish you from others of the same name or household (account numbers, unique IDs, etc); and include details of any specific information you require.

We will try to respond to all legitimate requests within 30 days. Occasionally it may take us longer if your request is particularly complex or if you have made a number of requests in which case we will keep you notified and updated. We will require specific details and proof of identification.

Freedom of Information Act 2000 (FOIA): provides a right of access to all types of recorded information held by public authorities. It does extend to private entities and as such Theatre Royal (Norwich) Trust Ltd and its subsidiary undertakings have adopted a policy of not responding to requests for such information.

Last updated November 2023