Customer Privacy Policy

1. Who We Are

Live In Care Partners is an introductory agency connecting people and families looking for live-in care with potential live-in carers.

We are committed to protecting your privacy and handling your personal information fairly, securely and lawfully.

This Privacy Policy explains how we collect, use and protect your personal information.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Our Commitment to You

We will only use your personal information where we have a lawful basis to do so under the UK GDPR. The lawful basis will depend on why we are using the information and may include consent, taking steps at your request before entering into an arrangement, compliance with a legal obligation, protection of vital interests, or legitimate interests where appropriate.

3. Information We May Collect

Depending on your circumstances, we may collect:

• Your name and contact details
• Address and postcode
• Date of birth or age where relevant
• Details of family members or authorised representatives
• Your care and support requirements
• Relevant health or disability information
• Mobility and communication needs
• Medication information where relevant to matching
• Allergies, preferences and dietary requirements
• Lifestyle, hobbies and interests
• Information about your home and household
• Information about pets or other relevant household arrangements
• Information about your preferred carer
• Information relating to funding where relevant
• Complaints or concerns
• Information provided during enquiries and discussions with us
• Website and technical information, such as IP address and cookies

We aim to collect only information that is relevant and necessary. Some information we collect, such as information concerning health or disability, is special category data under the UK GDPR. Where we process special category data, we will only do so where necessary and where the applicable lawful basis under Article 6 and condition for processing under Article 9 of the UK GDPR are in place.

4. Where We Obtain Information

We will normally collect information directly from you.

Information may also be provided by an authorised family member, representative or another person acting on your behalf.

Where someone provides information for you, we may need to confirm that they are authorised to do so.

5. How We Use Your Information

We may use your information to:

• Respond to your enquiry
• Understand your live-in care requirements
• Assess your preferences and circumstances
• Identify potential carers who may be suitable
• Make introductions between you and potential carers
• Communicate with you and your authorised representatives
• Deal with questions, complaints and concerns
• Respond to safeguarding matters
• Maintain appropriate records
• Improve our service and website
• Meet our legal and regulatory responsibilities

6. Matching You With a Carer

A key part of our service is helping identify potential carers who may be suitable for your requirements.

We may use information about your care needs, lifestyle, preferences, household and other relevant circumstances to help identify a potential match.

Where sensitive information, such as health information, needs to be shared with a potential carer to facilitate an introduction, we will do so appropriately and, where consent is the relevant lawful basis, with your permission.

7. Information We Share With Potential Carers

Before an introduction, we may share relevant information about you with a potential carer. This may include:

• Your support requirements
• Relevant health or mobility information
• Your daily routine
• Your interests and lifestyle
• Your preferences
• Household arrangements
• Information about pets where relevant
• Other information necessary to help both parties decide whether an introduction is suitable

We will avoid sharing information that is unnecessary for the proposed introduction.

You remain free to decide whether you wish to proceed with any introduction.

8. Your Authorised Representatives

If you have a family member, attorney or other authorised representative involved in your care arrangements, we may communicate with them where you have authorised this or where there is another lawful basis for doing so.

9. Safeguarding and Emergencies

There may be circumstances where we need to share information without your consent. This may include situations where:

• Someone is at immediate risk of serious harm
• We have a safeguarding concern
• We have a legal obligation to provide information
• Sharing information is necessary to protect someone's vital interests

Only information that is necessary and appropriate will be shared.

10. Confidentiality

We take the confidentiality of your information seriously.

Personal information will only be accessed or shared where there is a legitimate reason to do so.

We also expect carers introduced through Live In Care Partners to respect your privacy and confidentiality.

11. Website and Cookies

When you use our website, we may collect certain technical information, such as your IP address, browser type and information about how the website is used.

Cookies are small files stored on your device when you visit a website. We use the following types:

• Strictly necessary: we use CookieYes, a consent management service, to show our cookie banner and remember your cookie choices. This is needed for the website to respect your preferences, so it does not require consent.
• Analytics: with your consent, we use Google Analytics to understand how visitors find and use our website, such as which pages are visited and how long for, so that we can improve it.
• Advertising: with your consent, we use Google advertising tags to measure how well our online advertising works, for example whether someone who clicked an advert went on to contact us.

Analytics and advertising tools are loaded through Google Tag Manager, provided by Google Ireland Limited and Google LLC. Google Tag Manager is not loaded, and no information is sent to Google, unless you accept analytics or advertising cookies. If you reject them, these tools are not used.

Where you consent, these tools may collect information such as the pages you visit, how you arrived at our website, your browser and device type, your approximate location based on your IP address, and how you interact with the website. Our lawful basis for this is your consent.

Google may process this information outside the UK, including in the United States, subject to appropriate safeguards. For more information, see Google's privacy policy at policies.google.com/privacy and how Google uses information from websites that use its services at policies.google.com/technologies/partner-sites.

You will be asked for your choice when you first visit our website. You can change or withdraw your consent at any time using the cookie settings button on our website, which also lists the cookies we use, their purpose and how long they last. You can also block or delete cookies through your browser settings. Withdrawing consent does not affect any use of cookies before you withdrew it.

Our contact form uses Cloudflare Turnstile, provided by Cloudflare, Inc., to protect against spam and automated abuse. When you use the form, Turnstile processes technical information such as your IP address and browser and device characteristics to check that the submission comes from a person. This information is used only for security and is not used for advertising. Turnstile does not use cookies to track you, so it does not require cookie consent. Cloudflare may process this information outside the UK, subject to appropriate safeguards. For more information, see Cloudflare's privacy policy at cloudflare.com/privacypolicy.

12. Marketing

We may contact you about Live In Care Partners services or information that may be relevant to you where we have a lawful basis to do so.

Where marketing requires consent, we will ask for your consent.

You can withdraw your consent or opt out of marketing communications at any time.

13. Sharing Information with Other Organisations

We may share personal information with third parties where necessary and lawful. This may include:

• Service providers who help us operate our business or website
• Professional advisers where appropriate
• Emergency services
• Safeguarding authorities
• Regulatory or government bodies where legally required
• Other organisations where you have given permission for information to be shared

We will not sell your personal information.

14. Keeping Your Information Secure

We take reasonable steps to protect your information against:

• Unauthorised access
• Loss
• Damage
• Misuse
• Unauthorised disclosure
• Unauthorised alteration

However, information sent over the internet cannot be guaranteed to be completely secure.

15. How Long We Keep Your Information

We will retain your personal information only for as long as reasonably necessary for the purposes for which it was collected, including any legal, regulatory or safeguarding requirements.

When information is no longer required, it will be securely deleted or destroyed where appropriate.

16. Your Rights

Under data protection law, you may have the right to:

• Request access to the personal information we hold about you
• Ask us to correct inaccurate information
• Request deletion of your information where applicable
• Ask us to restrict certain processing
• Object to certain uses of your information
• Withdraw consent where processing is based on consent
• Request a copy of certain information in a portable format where applicable

These rights are subject to certain legal conditions and exemptions.

17. Complaints About Your Personal Information

If you have concerns about how we have used your personal information, please contact us first so that we can try to resolve the matter.

You also have the right to complain to the Information Commissioner's Office (ICO).

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, our services or how we use personal information.

The latest version will be made available on our website.

19. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please get in touch via our Contact page or by phone.