Client privacy statement

This Privacy Policy aims to help you understand how WE Care Home Improvements (WECHI) collects, uses and protects your personal data in accordance with the General Data Protection Regulations (GDPR).

What is personal data?

Personal data is information about a living person that means that we can work out who they are such as name, address, telephone number, date of birth, bank details, etc. This can include written letters, emails, photographs, audio recordings and video recordings.

Some data is called ‘special category data’, which is more sensitive, and we have to look after it more carefully. This includes details of ethnic origin, religious beliefs, sexual orientation, and health data.

What information we collect

We collect your personal data as part of providing our services to you. Information you give to us by any method, will only be used by us to provide our services to you and enable the third parties we work with to provide services to you in support of our service. Examples of information we collect:

· Personal Data in order to carry out the service you requested: Name, address, phone number, email address or other contact details, date of birth.

· Sensitive Data to check eligibility to access services: income and benefits, health conditions, GP surgery.

· ‘Special Category Data’ to fulfil our commissioners’ requirements and ensure equality of access to our services: ethnicity, sexual orientation.

· Photos of your property if you are having major works carried out such, as evidence that the work is required and has been completed to the required standard.

How we collect information

We will ask for your data when you first contact us to ask for one of our services. If your details change during the course of our service, please let us know so we can amend our records.

We may also accept information about you from third parties referring into our service on your behalf, for example Occupational Therapists, Social workers, or family members / carers. We rely on third parties having obtained your consent to be referred to us before we get involved.

Why we use your information and who we share it with

We use your data for managing and fulfilling our services to you.

Our service privacy information identifies legitimate interests under Article 6(1)(f) of the UK GDPR as a basis for this processing. You can object to processing based on legitimate interests by contacting us. Where processing relies on consent, you can withdraw it by contacting us. Additional protections apply to sensitive information such as health data.

Information that we share with our commissioners and partner organisations will only be the information that is strictly necessary in order to provide the service or funding that you requested or to report on the service.

Our services are tailored to individual circumstances, and if you receive caseworker support you will be asked to sign our Client consent form giving your consent for us to share your data with the organisations detailed on the form to enable the services you require to be provided. You may amend your information and choice of services at any time.

We also work with our trusted contractors (external to WECHI) on your behalf, and we need to pass certain contact and works information to these contractors for the purpose of obtaining quotes and getting work done in your property.

We will only contact you with regard to carrying out our services or evaluating our services. We send out Client Satisfaction Surveys to clients who have received a service. Where concerns are raised on the feedback comments, we will contact you to discuss. Feedback responses are anonymised, and no individual can be identified, when reporting levels of satisfaction with our services. We may use anonymised quotes from the feedback forms or letters of thanks we receive to promote our services. We do not sell information and we do not send marketing communications.

How long we keep your information

Your information is held securely on an electronic system and / or in locked cabinets. For most of our services we retain your data for no longer than 7 years. If you have had major construction works carried out these records are kept for 7 years.

Your rights and complaints

Any information that we collect is stored and processed under our Data Protection Policy, in line with the Data Protection Act 2018 and the General Data Protection Regulation.

Depending on the processing, you can ask to access, correct or erase your personal information, restrict its use, receive a portable copy, object to processing or withdraw consent. Contact us using the details below. We may need to confirm your identity and will normally respond within one month. Where you ask us to delete information or withdraw consent, this may mean that we can no longer provide a service that we are currently providing to you.

We are registered with the Information Commissioner’s Office under the name of WE Care & Repair Limited. Registration number Z9337480. If you would like to make a complaint about the processing of your data, please contact us at the address below. If you are not satisfied with our response, you can complain to the Information Commissioners Office (ICO) by calling their helpline on 0303 123 1113 or via their website Information Commissioner’s Office

How to contact us

Post: WE Care Home Improvements, 5 Hide Market, Waterloo Road, Bristol, BS2 0BH

Tel: 0300 323 0700 Email: info@wecr.org.uk Website Contact Form: Contact us