Privacy Policy

Who this is forClients and prospective clients of Living Hope Smart CareVersion1.0Last updated28 September 2026Next reviewSeptember 2027, or sooner if the law changesData controllerLiving Hope Smart Care Ltd

Living Hope Smart Care provides helpers and remote support services to people in their own homes. To do this well and safely, we need to hold some personal information about you. This policy explains what we collect, why, how we protect it, and the choices and rights you have.We do not provide personal care (help with washing, dressing, using the toilet or eating). If your needs change, we will talk with you about arranging that kind of support through a suitably registered provider.We are the data controller for the information described in this policy, which means we decide why and how it is used and are responsible for protecting it.

We collect information directly from you, from people you ask us to speak to (such as family or your GP, with your agreement), and from our own equipment and records. The following categories highlight the nature of information we may collect and keep.CategoryExamplesContact and identityName, address, date of birth, phone number, email.Health and support needsInformation relevant to the support we provide, such as mobility, medical conditions we need to know about, and emergency contacts.Service and visit recordsVisit notes, helper rota, service agreement, correspondence.Remote support dataSensor readings, alerts and activity patterns.Payment informationBilling details and payment history (we do not store full card numbers).Technical informationIf you contact us online, basic details such as your IP address and how you use our website.

Under data protection law, we must have a valid reason, or “lawful basis”, for everything we do with your information. The following table summarises the basis for processing your information.What we use it forOur lawful basisProviding and managing the service you have asked forPerformance of our contract with you.Tracking your activity patterns through remote supportYour explicit consent, or, where you cannot give consent, our assessment of your best interests under the Mental Capacity Act 2005. In an emergency, protecting your vital interests takes priority. Where a person is unable to make decisions about remote support, we will follow the principles of the Mental Capacity Act 2005, involving those important to them and making decisions in their best interests. These arrangements are reviewed regularly.Dealing with health information we need to support you safelyProvision of health or social care, or your explicit consent.Responding to safeguarding concernsOur legal obligations and vital interests, including those of other people.Billing and accountsPerformance of our contract, and our legal obligation to keep financial records.Improving our service and keeping records accurateOur legitimate interests, balanced against your rights.Complying with the law, regulators, and responding to the police or courtsLegal obligation.Analysing service performance, wellbeing trends, and producing anonymised reports and statisticsLegitimate interests in deploying anonymised data to improve and develop our services.Where we rely on your consent, for example for remote support, you can withdraw it at any time by informing us. This may affect the services we will be able to offer, but we will do our best to minimise any changes.We may use anonymised and aggregated information derived from our services, including remote support data, to understand wellbeing trends, improve our services, and demonstrate the effectiveness of our technology-enabled approach. Any information used in this way will not identify any individual and cannot reasonably be linked back to a specific person.

Our remote support service is designed to support wellbeing, independence, and the early identification of potential concerns. The technology used is provided by carefully selected third-party providers and is leased by Living Hope Smart Care.Remote support is not an emergency response service and should not be relied upon as a substitute for emergency services, healthcare professionals, personal supervision, or family support. While remote support may help identify changes in wellbeing, no technology can guarantee the detection or prevention of every incident or risk.Where remote support data, alerts, or activity patterns indicate a potential risk to a person's safety or wellbeing, we may share relevant information with nominated family members, healthcare professionals, local authorities, safeguarding agencies, or emergency services where we believe it is lawful and necessary to protect the individual or others from harm. Any action taken will be based on the information available at the time and does not guarantee that adverse outcomes can be prevented.The following form our commitments when providing any remote support services to you.We only install remote support with your informed agreement.We only collect the information needed to understand activity patterns and support your independence.We never use cameras, audio remote support, or other intrusive devices.We explain clearly what is being monitored, who can access the information, and how long it will be retained.Only authorised, trained, and DBS-checked team members can access remote support information, each using their own secure login.Remote support will never be used to control, punish, or isolate you, and you can ask for it to be switched off at any time.Remote support technology may generate automated alerts when unusual activity patterns are detected. However, important decisions about a person's wellbeing or support are always reviewed by a member of our team and are never made solely by automated systems.Depending on the equipment installed, remote support may collect information such as movement within the home, room occupancy, door activity, appliance usage, wellbeing trends, inactivity alerts, and other non-intrusive indicators that help support independence and safety.

We do not sell your information, and we only share it where it is necessary and lawful to do so, such as with:People you have asked us to involve, such as family members, with your agreement, or those with legal authority to act for you (for example, an attorney).Your GP or other health and care professionals involved in your support, where relevant.Carefully chosen suppliers who help us run our service, such as our remote support technology provider, software and payroll providers, under contracts that protect your data.Local councils, the police and safeguarding partners, where the law requires it or where someone is at risk of harmRegulators, auditors and our professional advisers, where necessaryWhere information is transferred outside the UK, we ensure appropriate safeguards are in place, such as International Data Transfer Agreements or equivalent legal mechanisms.

We keep personal information only for as long as necessary, taking into account the services we provide, legal and regulatory requirements, and the need to investigate complaints, safeguarding concerns, or legal claims.Remote support data is typically retained for up to 90 days after your contract with us ends, unless it is required in connection with an incident, safeguarding concern, complaint, investigation, or legal claim. Service records, safeguarding records, and other important documentation may be retained for longer periods in accordance with our retention schedule and legal obligations. You can contact us at any time for more information about how long we retain a particular type of information.

We protect your information with appropriate safeguards, including controlled access to records, secure storage and devices, staff training, and written agreements with any supplier who handles data on our behalf. If something ever goes wrong and your information is put at risk, and it is likely to affect you, we will tell you and the Information Commissioner's Office (ICO) without undue delay, as the law requires.

You have the right to:Access a copy of the personal information we hold about you.Correct information that is inaccurate or incomplete.Ask us to delete your information in certain circumstances.Restrict or object to how we use your information in certain circumstances.Receive a copy of certain information in a portable format.Withdraw consent at any time, where we rely on it.Complain to us or to the ICO (see section 10).To use any of these rights, contact us using the details in section 11. We will usually respond within one month. You will not be charged unless your request is unfounded or excessive.

If you visit our website, we use only essential cookies unless you agree to others. Where we use analytics or marketing cookies, we will ask for your consent and explain how to change your choice. We send marketing messages only if you have agreed to receive them, and every message includes an easy way to opt out.

If you are unhappy with how we have handled your personal information, please tell us first so we can put things right; our contact details are in section 11. You also have the right to complain directly to the regulator:Information Commissioner's Office (ICO) — ico.org.uk or 0303 123 1113

ContactDetailsData Protection LeadIfe LadejobiPhone01403 586 115EmailIfe.ladejobi@livinghopesmartcare.co.uk

We may update this policy from time to time, for example, if the law changes or we start a new service. We will let you know about any significant change and post the latest version on our website.