Privacy policy

Who is responsible for your information?

Help to Live NW Ltd is the data controller for personal information collected through this website. Help to Live is our trading name. We are registered in England and Wales under company number 16216459, with a registered office at 4 Windsor Avenue, Penwortham, Preston, Lancashire, PR1 9AY. For a privacy question or data-rights request, please use our contact page and write “Data protection” in the message.

What information we collect

When you use our contact form or contact us directly, we may collect your name, email address, telephone number, contact preference and the information you choose to provide about your enquiry. We also receive limited technical and security information from our website host, such as IP address, browser type, requested page, date and time.

If you enquire for someone else, you should have their permission to share their information. Please avoid including detailed medical, disability or other sensitive information in the website form. We can arrange an appropriate way to discuss it after first contact.

Why we use it and our lawful bases

We use enquiry information to respond, understand the support requested, assess whether we may be able to help, arrange follow-up and maintain proportionate records.

• Steps before a contract: when you ask about services for yourself.
• Legitimate interests: when we respond to general enquiries or enquiries made on someone else’s behalf, and to keep the website secure. Our interests are running a responsive, safe care service and protecting our systems; we balance these against your rights.
• Legal obligation: where we must retain or disclose information to meet a legal or regulatory duty.

We do not ask for health information in this form. If you volunteer information about health or disability, it is special-category data. Where it is necessary for the provision or management of health or social care and the required confidentiality safeguards apply, we rely on Article 9(2)(h) of the UK GDPR. Otherwise, we will seek an appropriate condition such as explicit consent or avoid retaining the detail.

Who receives information

We do not sell personal information. Access is limited to authorised Help to Live personnel who need it to handle an enquiry. Our contracted website hosting, form-processing, email, IT-support, spam-prevention and security providers may process information on our instructions. We may also share information with professional advisers, regulators, public authorities or emergency services where the law requires or permits it.

Website forms and international transfers

Netlify hosts this website and processes contact-form submissions. Submissions are stored in Netlify’s dashboard and emailed to an authorised Help to Live mailbox. Our email services include IONOS and Google, depending on the receiving mailbox. The form uses a hidden honeypot, automated spam filtering and a Netlify-provided Google reCAPTCHA 2 challenge. When the challenge loads, Netlify and Google may receive technical information such as your IP address, browser and interaction data to distinguish people from automated submissions.

Some technology suppliers may process information outside the UK. Where a restricted transfer applies, we require a lawful transfer mechanism, such as UK adequacy regulations or approved safeguards including the UK International Data Transfer Agreement or Addendum. You can ask for information about the safeguard through our contact page.

CQC content

Our CQC pages load a live widget from the Care Quality Commission. When it loads, CQC may receive technical information such as your IP address, browser details and the page requested. You can instead view our CQC provider page directly. CQC explains its use of data in its privacy statement.

Cookies and analytics

This website does not intentionally use advertising cookies, behavioural tracking or non-essential analytics. Essential technical data and anti-abuse technologies may be used for site delivery, security and form-spam prevention. Google reCAPTCHA may set or read security-related cookies when the form challenge loads; see Google’s privacy policy and terms. The external CQC widget may use its own technologies; see the CQC cookie information. If analytics or marketing tools are introduced, we will update this notice and add any consent controls required before they are used.

How long we keep information

Enquiries that do not lead to a service are normally kept for no more than 12 months after the last meaningful contact. This applies to copies in Netlify and email. We may retain relevant information longer where necessary for a specific complaint, safeguarding matter or legal or regulatory requirement, documenting the reason and reviewing it. Keeping an email for a general audit trail does not mean keeping it indefinitely. If an enquiry becomes a care relationship, relevant information moves into the appropriate care record and is kept under our care-record retention schedule and legal or regulatory requirements. Technical security logs are retained under our hosting provider’s applicable retention arrangements. We securely delete or anonymise information when it is no longer needed.

Security

We use proportionate technical and organisational measures to protect information, including controlled access, secure accounts and reputable service providers. No internet service can be guaranteed completely secure, so please do not send detailed care or medical records through the website form.

Your data-protection rights

Depending on the circumstances, you may have rights to access your information, correct it, request deletion or restriction, object to processing, receive portable data and withdraw consent where consent is used. You are not required by law to submit the website form, but we need the required fields to reply. We do not use website enquiry information for solely automated decisions or profiling with legal or similarly significant effects.

Use our contact page to make a request and write “Data request” in the message. We may ask for proportionate proof of identity. We normally respond without undue delay and within one month; the law allows more time for some complex or multiple requests.

Complaints

Please contact us first so we can try to resolve your concern. You also have the right to complain to the Information Commissioner’s Office through its data-protection complaints service, by telephone on 0303 123 1113, or by post to Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Changes to this policy

We review this notice when our website, suppliers, services or legal requirements change. We will publish the latest version and update date here and explain material changes where appropriate.