How we use your information

This privacy notice tells you what to expect when Youth Connexions Hertfordshire, part of Hertfordshire County Council, collects personal information and general information about visitors to our websites. The Channelmogo website and the related web chat service are maintained and managed by Youth Connexions. This notice applies to information we collect about:


  • Visitors to our websites
  • People who use our web based or electronic  services, eg who subscribe to one of our newsletters or request a publication from us
  • People who send us an enquiry or a comment
  • People who notify us under the Data Protection Act

Visitors to our websites

When someone visits www.channelmogo.org we collect standard internet log information and details of visitor behaviour patterns. We do this to find out the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone. When a visitor browses the channelmogo website, cookies are also used by Liveperson, the software company which we use to provide our email advice service, and a 'by appointment' school web chat service; this is in order to see which pages you have visited prior to the web chat. We do not make any attempt to find out the identities of those visiting our website unless they choose to use either our email advice or our web chat service.

When a young person engages in our email advice or webchat service

Through the channelmogo website, Youth Connexions offers personalised advice either through live chat, or by email. Any young person opting to participate in this service will be asked for several pieces of personal information, including date of birth and town where they live or study. This information is used firstly to check that the young person is within the scope of Youth Connexions services. Other data may also be requested during the course of the web chat or email correspondence, and that data will be used to provide a better service to young people. It may be shared with other professionals if necessary to provide a full service or to safeguard a young person. Clients of the web chat service are always asked to accept a confidentiality statement at the start of every live chat session. Web chat also requires additional cookies to be placed on the visitor's computer in order for the service to function properly. These additional cookies are listed in the table below.

Data collected through web chat and details of correspondence via email may be recorded alongside other data held by Youth Connexions and held securely on our system up until a young person's 20th birthday (or their 25th birthday if they have a learning difficulty or a disability, or their 21st birthday if they have been in care). Such data is only held in order to provide information, advice and guidance to young people, or to provide services that safeguard young people.


Use of cookies by Channelmogo

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

The table below explains the cookies we use and why.


cookie statement table


Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.

YouTube cookies

We occasionally embed videos from the YouTube channel using YouTube's privacy-enhanced mode. This mode may set cookies on your computer once you click on the YouTube video player, but YouTube will not store personally identifiable cookie information for playbacks of embedded videos using the privacy enhanced mode. To find out more please visit YouTube's embedding videos information page.

People who contact us through the website, by email

When we receive a message from a person we will hold a record of the enquiry, either answering it directly or forwarding it to the appropriate person within Youth Connexions or Hertfordshire County Council for that person to answer it. This normally contains the identity of the enquirer and any other individuals involved in the enquiry.

We will only use the personal information we collect to process the enquiry and to check on the level of service we may provide. We do compile and publish statistics showing information such as the number of enquiries received, but not in a form which identifies anyone.

We will usually disclose the enquirer's identity and certain other details to whoever will answer the enquiry. This is inevitable where, for example, the town of residence needs to be known in order to provide an accurate response. If an enquirer doesn't want information identifying them to be disclosed, we will try to respect that. However, it may not be possible to handle an enquiry on an anonymous basis.

Personal information will be retained in line with Hertfordshire County Council's Record Management Policy. This policy is regularly reviewed, and is adjusted as necessary  when there is a change of legislation. It can be found on the hertsdirect website at www.hertsdirect.org

When the enquiry is from a young person, and where a record of the enquiry may help staff to provide a better service on a future occasion, the enquirer's details may be added to our database of records.

Complaints or queries

Youth Connexions Hertfordshire tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.


This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of our collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Access to personal information

Under the Data Protection Act 1998, you can ask to see information we hold which is about you. To do this you, or someone who has your permission to represent you, needs to make a written request. This is called a Subject Access Request, and there is a special form you should use to do this. You can get the form by contacting the Data Protection Team at the County Council -staff at Youth Connexions can help you do this.

Disclosure of personal information

In many circumstances we will not disclose personal data without consent. However when we investigate a complaint, for example, we may need to share personal information with a partner agency if the complaint relates to them.
You can also get further information on:
•    circumstances where we can pass on personal data without consent for example, to safeguard young people and to produce anonymised statistics;
•    our instructions to staff on how to collect, use and delete personal data; and
•    how we check that the information we hold is accurate and up to date.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated on th September 2012.

How to contact us

You can contact us by email at  feedbackyouthconnexions@hertfordshire.gov.uk or by writing to:

Interactive Media Team
Youth Connexions
Post Point 101
Farnham House
Six Hills Way
Tel 01438 843028