Privacy policy

Who we are

Involvement Services Limited trades as Involvement Support and is a limited company registered in England and Wales under company number 11549445.

Registered office: 71-75 Shelton Street, Covent Gardens, London, United Kingdom, WC2H 9JQ

Telephone: 0333 301 0025
On-call: 07379 542527
Email: info@involvementsupport.co.uk

We are the data controller for the activities described in this policy. This means we decide why and how personal information is used. We are registered with the Information Commissioner’s Office under registration number ZB562929.

Please send privacy enquiries to us using the contact details above.

Information we collect

The information we collect depends on your relationship with us. It may include:

• Your name, address, telephone number and email address
• Information you give us in enquiries and correspondence
• Information about care needs, health, disabilities, communication preferences and support arrangements
• Assessments, care and support plans, visit records and relevant observations
• Details of relatives, representatives, emergency contacts and professionals involved
• Employment history, qualifications, references and information needed for recruitment checks
• Staff information needed to organise rotas and allocate visits
• Feedback, complaints, concerns and our responses
• Technical information when you use our website, such as your IP address, browser and pages visited

We aim to collect only the information we need for each purpose.

How we receive information

We receive information directly from you when you contact us, use our services, make an enquiry, submit an application or give feedback.

We may also receive information from relatives, authorised representatives, care and health professionals, local authorities and placing authorities, referring organisations, referees and organisations carrying out recruitment checks.

Staff record information while providing care and managing the service.

Why we use your information

• Responding to enquiries and requests
• Considering referrals and assessing whether our services are suitable
• Planning, providing, coordinating and reviewing care and support
• Keeping care records and communicating with relevant people
• Arranging staff rotas and allocating visits
• Processing job applications and carrying out recruitment checks
• Investigating feedback, complaints and safeguarding concerns
• Keeping necessary business and service records
• Meeting legal and regulatory responsibilities
• Running, maintaining and protecting our website and systems

Our lawful bases

Our lawful basis depends on the purpose:

• Legitimate interests: responding to general enquiries, managing correspondence, running our services and protecting our systems, where your rights do not override those interests
• Contract: taking steps you ask for before entering a contract, or carrying out a contract with you
• Legal obligation: meeting legal duties, including employment, safeguarding, record-keeping and regulatory requirements
• Public task: where we provide services commissioned by a local authority or the NHS
• Consent: where we ask for it, we explain what you are agreeing to. You can withdraw consent at any time
• Vital interests: in exceptional circumstances, to protect someone’s life

Contacting us or using the website does not mean you consent to every use of your information.

Sensitive information

Health information and other special category information receive extra protection under data protection law. We process it only where a lawful basis and an additional condition apply, such as providing or managing health or social care, meeting employment obligations, safeguarding children and adults at risk, legal claims, or explicit consent.

Information about criminal convictions, including DBS checks, is handled only where there is legal authority or a permitted condition.

Children and young people

We support children and young people, so we take extra care with their information. Where appropriate, we explain how we use information in a way they can understand, and involve parents, carers or placing authorities in line with the law and the young person’s age and understanding.

Young people can ask us about their information and exercise their rights, with support if they need it.

Systems we use

We use Microsoft 365 (Office 365) for email, documents, administration, care records, staff rotas and visit scheduling.

Our website forms may be provided by a third-party form service, which stores submissions securely on our behalf. These providers process information only on our instructions, under written agreements.

Sharing information

We share information only where necessary and lawful. Depending on the circumstances, recipients may include:

• Professionals and organisations involved in assessments, referrals, funding or support
• Local authorities, placing authorities and NHS services
• Relatives and representatives, where authorised or otherwise lawful
• Referees and organisations carrying out recruitment checks
• Technology and service providers that support our communications, administration and care management
• Professional advisers, insurers and auditors
• Regulators such as the Care Quality Commission, safeguarding bodies, police and other authorities

We share only what is relevant to the purpose. We do not sell personal information.

Keeping information secure

We use appropriate technical and organisational measures to protect information against unauthorised access, loss, misuse or disclosure. Access is based on work responsibilities, and staff follow confidentiality and data protection procedures.

No method of online communication is completely secure. Please contact us before sending sensitive information.

International transfers

Our services are based in the UK. Some technology providers may process information outside the UK. Where this happens, we make sure an appropriate safeguard is in place, such as a UK adequacy decision or approved contract terms. Contact us for details.

How long we keep information

We keep information only as long as necessary. When deciding, we consider:

• Whether an enquiry, referral, application or complaint is still active
• How long we have supported you and the need for continuity of care
• Legal, regulatory and contractual requirements, including longer periods for children’s records
• Whether records may be needed for legal claims
• How sensitive the information is

Information we no longer need is securely deleted, destroyed or anonymised.

Marketing

We only send marketing where the law allows and, where required, with your consent. You can ask us to stop at any time by emailing info@involvementsupport.co.uk. This does not stop messages we need to send about your enquiry or care.

Cookies

Our cookie policy explains the cookies and similar technologies this website uses.

Your rights

Depending on the circumstances, you have the right to:

• Access your personal information
• Correct inaccurate or incomplete information
• Ask us to delete information
• Restrict how we use it
• Object to certain processing, including direct marketing
• Receive certain information in a portable format
• Withdraw consent where we rely on it

Some rights have conditions and exceptions, for example where we must keep records by law. To make a request, contact us by phone, email or post. You do not need a special form.

We may ask you to confirm your identity. We normally respond within one month, free of charge.

Complaints

If you are concerned about how we handle your information, please contact us first so we can put it right.

You can also complain to the Information Commissioner’s Office, the UK’s data protection regulator.

Other websites

Links to other websites are for information. Those organisations are responsible for their own privacy practices.

Changes to this policy

We may update this policy to reflect changes to our activities or the law. The current version is always on this page.