Your information matters

Privacy Policy

This Privacy Policy explains how Ivy Homecare Services collects, uses, stores, protects and shares personal information when you visit our website, contact us or receive care and support from our service.

Last updated: 1 August 2026

Our commitment to your privacy

We are committed to handling personal and health-related information lawfully, fairly, securely and transparently. We only collect information that is relevant to providing care, responding to enquiries, operating our website and meeting our legal responsibilities.

1

Who we are

Ivy Homecare Services is a family-run domiciliary care provider supporting adults in their own homes. We provide person-centred home care across Camden, Brent, the Royal Borough of Kensington and Chelsea, Westminster and Barnet.

For the purposes of applicable UK data protection law, Ivy Homecare Services is the data controller responsible for deciding how and why personal information is used.

Data controller: Ivy Homecare Services

Address: Office 1.04, 332 Grand Union Studios, Ladbroke Grove, London W10 5AD

Email: info@ivyhomecareservices.co.uk

Telephone: 0203 649 0614

2

Personal information we may collect

The information we collect depends on your relationship with us and the nature of the care, enquiry, employment or service involved.

Information category Examples
Identity information Name, title, date of birth, age, photograph and identification information where reasonably required.
Contact information Home address, telephone number, email address and preferred method of contact.
Care information Care requirements, routines, preferences, care plans, assessments, visit records and support outcomes.
Health information Medical conditions, disabilities, allergies, medication, mobility needs, mental health information and relevant clinical history.
Emergency information Next-of-kin details, emergency contacts, GP details and relevant healthcare professionals.
Financial information Billing details, payment records, funding arrangements and information needed to administer care charges.
Communication records Emails, telephone notes, correspondence, complaints, feedback and website enquiries.
Website information IP address, browser information, device type, pages visited, cookie choices and website usage information.
Recruitment information Application details, employment history, references, qualifications, training records and background-check information.

Special-category information

Some information used in connection with care is particularly sensitive and is known as special-category personal data. This may include information about health, disability, ethnicity, religion, sexual orientation or other matters relevant to providing appropriate and respectful care.

We only process special-category information where there is a valid legal condition and the information is necessary for care provision, health or social-care management, safeguarding, employment responsibilities or another lawful purpose.

3

How we collect personal information

We may receive information:

  • Directly from you during an enquiry, assessment or care review.
  • Through our website contact and care-enquiry forms.
  • Through telephone calls, emails, WhatsApp messages or written correspondence.
  • From a family member, representative or advocate.
  • From a GP, hospital, social worker, local authority, NHS organisation or another care professional.
  • From commissioners, funding organisations or bodies involved in arranging care.
  • From employees, job applicants, contractors, referees or recruitment providers.
  • Automatically through cookies and similar website technologies, subject to available choices.

If you provide personal information about another person, you should ensure that you have an appropriate reason and authority to do so.

4

How we use personal information

We may use personal information to:

  • Respond to enquiries about home care services.
  • Assess care needs and determine suitable support.
  • Create, provide, monitor and review care plans.
  • Provide personal care, companionship, medication support and other agreed services.
  • Communicate with individuals, families, representatives and healthcare professionals.
  • Protect health, safety, dignity and wellbeing.
  • Meet safeguarding and incident-reporting duties.
  • Manage payments, invoices and care funding.
  • Recruit, train, support and manage care staff.
  • Respond to concerns, feedback or complaints.
  • Maintain and improve the quality and safety of our care services.
  • Meet legal, contractual and regulatory obligations.
  • Operate, maintain and secure our website.
5

Our lawful bases for processing

Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract Processing may be necessary to arrange or provide agreed care and support.
Legal obligation Processing may be required to meet legal, employment, safeguarding or regulatory duties.
Legitimate interests Processing may be necessary to operate and improve our service while respecting individual rights.
Vital interests Processing may be necessary to protect someone's life, health or physical safety.
Consent We may request consent where appropriate. Consent can be withdrawn at any time.
Public interest This may apply to certain health, social-care or safeguarding responsibilities.

Where we process health or other special-category information, we also rely on an additional lawful condition, such as the provision or management of health or social care, employment obligations, substantial public interest, vital interests or explicit consent where applicable.

6

Who we may share information with

We only share personal information where there is a lawful and relevant reason. Recipients may include:

  • Family members, representatives or advocates who are authorised to participate in care decisions.
  • GPs, hospitals, pharmacies, nurses and other health or social-care professionals.
  • Local authorities, NHS organisations, commissioners and care-funding bodies.
  • Regulators, safeguarding organisations and emergency services.
  • Professional advisers, insurers, auditors and legal representatives.
  • Secure technology, website, email, form, record management and administrative providers.
  • Law-enforcement agencies, courts or public authorities where disclosure is legally required.

Organisations acting on our behalf are expected to keep information secure and use it only for authorised purposes. Ivy Homecare Services does not sell personal information.

In an emergency, safeguarding situation or where someone's life may be at risk, we may share relevant information without prior consent where the law permits or requires us to do so.

7

Website forms and care enquiries

When you submit a form through our website, we collect the information entered into that form. This may include your name, contact details, location, preferred contact method, requested care service and information about the support required.

The information may be delivered to our team by email and may also be stored securely within the website, email system or form service for a limited period.

Website forms are not an emergency service. If someone is in immediate danger or needs urgent medical assistance, call 999. For urgent medical advice in a non-life-threatening situation, contact NHS 111.

8

Cookies and website analytics

Our website may use cookies and similar technologies to provide essential features, maintain security, remember preferences and understand how visitors use the website.

Where required, optional cookies should only operate after you make a choice through the website's cookie controls.

For more information, please read our Cookie Policy .

9

How long we retain information

We keep personal information only for as long as it is reasonably necessary for the purpose for which it was collected and to meet applicable legal, contractual, safeguarding, insurance and regulatory requirements.

Retention periods vary according to the type of record. Care records may need to be retained for longer than general enquiries because of health and social-care record-keeping responsibilities.

When information is no longer required, it will be securely deleted, destroyed or anonymised in accordance with our record-retention arrangements.

10

How we protect personal information

We use appropriate organisational and technical measures designed to protect information against unauthorised access, accidental loss, misuse, alteration or disclosure.

  • Access-controlled and password-protected systems.
  • Role-based access to care and employment records.
  • Staff confidentiality and data-protection training.
  • Secure storage and disposal arrangements.
  • Security and contractual requirements for relevant suppliers.
  • Procedures for managing incidents and personal-data breaches.

No internet transmission can be guaranteed to be completely secure. Please avoid sending unnecessary medical or sensitive information through ordinary email.

11

International data transfers

Some technology or service providers may process information outside the United Kingdom. Where this occurs, we take appropriate steps designed to ensure that the transfer is lawful and suitable safeguards protect the information.

Safeguards may include UK adequacy regulations, approved contractual protections or another lawful transfer mechanism.

12

Your data protection rights

Depending on the circumstances and the lawful basis being used, you may have the following rights:

Right of access Request a copy of personal information we hold about you.
Right to rectification Ask us to correct inaccurate or incomplete information.
Right to erasure Ask us to delete information where this right applies.
Right to restriction Ask us to limit how information is used in certain circumstances.
Right to object Object to certain processing based on legitimate interests or direct marketing.
Right to data portability Request eligible information in a structured, commonly used format.
Withdraw consent Withdraw consent where consent is the lawful basis for processing.
Automated decisions Rights may apply to significant decisions made solely through automated processing.

These rights are not absolute and may be subject to legal exceptions. We may need to confirm your identity before responding to a request.

To exercise a right, email info@ivyhomecareservices.co.uk or write to our office address.

13

Information relating to children

Ivy Homecare Services primarily provides care services for adults. Our website is not designed to collect information directly from children.

If information about a child is provided in connection with an enquiry, safeguarding concern or family situation, we will only use it where there is a lawful and necessary reason.

14

Changes to this Privacy Policy

We may update this policy when our services, legal responsibilities, technology or data-handling practices change.

The latest version will be published on this page with its revision date. Where a change materially affects how existing information is used, we will take reasonable steps to provide an appropriate notice.

15

Questions and complaints

Please contact Ivy Homecare Services first if you have questions or concerns about how your personal information has been handled. We will consider the matter and seek to resolve your concern appropriately.

You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection.

Information Commissioner's Office

Telephone: 0303 123 1113

Website: Make a data protection complaint

Contact Ivy Homecare Services

Contact us if you have a privacy question, wish to exercise a data protection right or want to raise a concern about your information.

Telephone 0203 649 0614
Postal address Office 1.04, 332 Grand Union Studios, Ladbroke Grove, London W10 5AD
Scroll to Top