Your information

Privacy policy

How we collect, use and protect your information when you use this website or our services.

Last updated: 14 October 2026

Who is responsible for your information?

We Care Home Improvements is operated by WE Care & Repair Limited, the organisation responsible for your personal information. We are registered with the Information Commissioner’s Office (ICO), registration number Z9337480.

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

Cloudflare hosts this website and provides its security services as our processor. It handles technical information about each visit, such as your IP address and browser details, so that pages can be delivered and the site protected from misuse. We have not switched on Cloudflare’s request logs for this website (Workers Logs or Logpush), and the website’s own code keeps no record of visits. Cloudflare keeps request analytics for the website for at least 31 days; the exact limit depends on the account’s plan (see Cloudflare’s analytics documentation), and you can ask us for it. Under Cloudflare’s data processing addendum, personal data it processes for us is kept only until our agreement ends or the data is no longer needed to provide the service, and is then deleted or returned. Cloudflare runs a global network, so a visit may be handled outside the UK, including in the United States. The same addendum covers these transfers through the UK extension to the EU-US Data Privacy Framework or, where that does not apply, the EU standard contractual clauses with the UK International Data Transfer Addendum.

Google Analytics

We use Google Analytics to understand how the website is used so that we can improve it. Before you choose, and if you decline, Google Analytics receives cookie-free measurements: which pages are viewed and actions such as sending a form, downloading a referral document or tapping our phone number, each tagged with a random number that is not stored, so visits cannot be linked together. Google uses the IP address to work out a rough location and then discards it. We rely on our legitimate interest in knowing how the site is used. If you accept analytics cookies, a cookie is set so repeat visits are recognised, and that rests on your consent. Your choice is kept in your browser for 180 days. You can change it at any time from Cookie settings in the footer. Data is processed by Google in the EU and the United States under the UK International Data Transfer Addendum.

Google provides Google Analytics to us as our processor. We have switched off Google’s advertising features on this website, and the website never sets advertising cookies. Google Analytics keeps event data for 2 months and user data for 14 months, and the 14 months start again whenever a recognised visitor returns.

Cookies and storage on this website

wecr-cookie-consent (a cookie and a matching entry in your browser’s local storage): necessary. It remembers your cookie choice so we can respect it, and is kept for 180 days.
_ga and _ga_RMLVH2QCGX (Google Analytics cookies): set only if you accept analytics cookies. They let Google Analytics recognise repeat visits, expire 180 days after they are set, and are removed if you withdraw your consent.
Reporting portal sign-in: invited users of our reporting portal receive sign-in and security cookies that protect access. They are necessary and are not set for other visitors.

Why we use website information

To deliver the website and keep it secure, relying on our legitimate interest in running a safe and reliable website.
To measure how the website is used without cookies, relying on our legitimate interest in knowing how the site is used.
To recognise repeat visits with analytics cookies, relying on your consent, which you can withdraw at any time.
To remember your cookie choice, which is necessary so that we respect it.
To respond to an enquiry or referral you send through an online form, as described in our service privacy information above.

Changing your choice

Open cookie settings to accept or reject analytics cookies, or use Cookie settings in the footer of any page. If you withdraw your consent, we remove the analytics cookies from your browser.

You can also block cookies and clear stored website data through your browser settings. If you block all cookies and website storage, we cannot remember your choice and will ask again on your next visit. Blocking security cookies may prevent invited users from signing in to the reporting portal.

Contact and referral forms

When you send an online form, your answers are emailed to the We Care team that deals with it: contact enquiries go to info@wecr.org.uk, Hospital Discharge referrals to info@wecr.org.uk and Making Space referrals to making.space@wecr.org.uk. Resend, an email delivery service, sends these emails for us as our processor from the United States, under the UK International Data Transfer Addendum, and keeps its copy of each email for up to 30 days. Your answers are not stored on this website.

Your IP address is used briefly to limit repeated attempts and is not saved with your answers. Once your enquiry or referral reaches us, we handle it as described in our service privacy information above.

Other websites

Our website includes links to other websites. We have no control over their privacy policies. Please check the privacy information on another website before providing personal information there.

Changes to this policy

We will update this page when our services or website processing change. The date at the top shows when this version was last updated.