Privacy Policy

Supported Care & Accommodation Ltd, 25 Stansgate Road, Dagenham, Essex, RM10 7LU

Last updated: 22 September 2026 · Next review due: September 2027

Read the easy read version

Part A: How we protect your privacy, dignity and independence

Moving into supported care means accepting help with personal tasks, which can feel intrusive. We do everything we can to protect your privacy, dignity, independence and security. In practice, this means:

Privacy

• Helping with personal care as discreetly as possible.
• Letting you furnish and use your room your own way, where reasonably possible.
• Fitting locks on your room and storage, so you can choose not to be disturbed.
• Keeping your phone calls, post and conversations with friends, family or advisors private.
• Keeping the information we hold about you confidential, as set out in Part B.

Dignity

• Treating you as a valued individual, not a task to complete.
• Helping you present yourself the way you want to, through your clothing and appearance.
• Offering activities that let you express your own interests and personality.

Independence

• Giving help tactfully, and only when it is needed.
• Encouraging you to do as much for yourself as you safely can.
• Supporting you to take reasonable, well thought out risks.
• Involving you in your own care records and decisions.

Security

• Helping with tasks that would otherwise be unsafe for you.
• Reducing common risks, like falls, without taking away your independence.
• Working hard to protect you from any form of abuse.
• Making it easy to raise a complaint.
• Keeping the atmosphere in our homes open, positive and welcoming.

Part B: How we handle your personal data

This section explains what personal data we collect, why we collect it, and what rights you have. It applies to the people we support, their families and representatives, people enquiring about our services, and visitors to our website.

1. Who we are

Supported Care & Accommodation Ltd is the "data controller", which means we are the organisation responsible for your personal data.

• Address: 25 Stansgate Road, Dagenham, Essex, RM10 7LU
• Email: enquiries@supportedcare.co.uk
• Phone: 020 3673 3011
• Data Protection Officer: contact our Data Protection Officer by email or post using the details above, marked "For the attention of the Data Protection Officer"
• ICO registration number: ZA838408

2. What we collect

• Contact details: name, date of birth, address, phone, email and emergency contacts.
• Care and health information: medical history, diagnoses, medication, care plans, risk assessments and incident records, which is whatever we need to keep you safe and well cared for.
• Family and representative details: next of kin, guardians, advocates, or anyone with Power of Attorney.
• Funding information: where relevant to local authority or self funded arrangements.
• Referral information: from local authorities, the NHS, social workers or previous care providers.
• Website enquiries: the name, email address and message you send through our contact forms, together with the date, time and page address the form was sent from.

3. Why we use it, and our legal reasons

We use your data to:

• assess whether we can meet your needs, and plan your care;
• provide day to day support safely;
• work with the NHS, local authorities, the Care Quality Commission and other professionals involved in your care;
• respond to safeguarding concerns;
• handle enquiries, complaints and quality checks;
• meet our legal duties as a CQC regulated provider.

Data protection law requires us to have a legal reason for using your information. Ours are:

Providing your care

We need to use your information to carry out our contract with you, and to meet legal duties we are under as a care provider.

Health information

Health and care records are given extra protection in law. We rely on the specific legal grounds that allow health and social care providers to use this information to provide care and manage our services, and to protect people where there is a safeguarding concern.

Website enquiries

If you contact us about care for yourself or someone else, we use your details to take steps before entering into a contract with you. For general enquiries, we rely on our legitimate interests in responding to people who contact us. Either way, we only use your details to reply.

Consent

Where we ask for your consent, for example to share information more widely than we need to, you can withdraw it at any time.

4. Who we share it with

We only share what is necessary, with:

• the Care Quality Commission, our regulator;
• NHS staff, GPs, pharmacists and other healthcare professionals involved in your care;
• local authorities that fund or oversee your placement;
• social workers, advocates or legal representatives, such as someone with Power of Attorney;
• emergency services, if needed to protect your safety;
• our own staff, strictly on a need to know basis.

We also use a small number of suppliers who handle information on our behalf, under contracts that require them to protect it:

We never sell your data, and we do not use it for advertising. We do not transfer personal information outside the United Kingdom.

5. How long we keep it

6. How we keep it safe

We use appropriate security measures, including controlled access to records, staff confidentiality training, and secure storage for paper and electronic records. Any supplier who handles data on our behalf is contractually required to protect it to the same standard.

Our website is protected with encryption (HTTPS), restricted administrator access and regular software updates. We complete the NHS Data Security and Protection Toolkit each year.

7. Your rights

You, or your representative, can ask us to:

• show you the data we hold about you;
• correct anything inaccurate;
• delete your data, in certain circumstances;
• restrict or object to how we use it, in certain circumstances;
• provide your data in a portable format, where applicable;
• stop any processing based on consent, at any time, by withdrawing that consent.

Contact us using the details in section 1 and we will respond within one month. Asking us is free, and you do not have to give a reason.

8. Our website

If you contact us through a form on our website, we only use your details to reply. We will not add you to a mailing list without asking you first.

Our website does not use analytics, advertising or tracking cookies, and does not load fonts, tracking scripts or other content from third party services. The only outside content is the official ratings panel on our Care Quality Commission page, which is provided by CQC. Our Cookies Policy explains this in full.

9. Children

Our service is for adults. Where we hold older records for someone who was a child at the time, for example records transferred from children's services, we apply extra care and longer retention, as set out in section 5.

10. Changes to this policy

We review this notice at least once a year, and whenever the law or our practices change. The date at the top shows when it was last updated. We will tell current service users and families about any significant changes.

11. Complaints

If you are unhappy with how we have handled your personal information, please tell us first, using the details in section 1, so we can put it right. You can also complain to the Information Commissioner's Office at any time: