Privacy & Cookie Policy

Last Reviewed 12/03/26

 Last Amended 12/03/26

This policy will be reviewed as needs require or at the following interval: Annually

Website Privacy Policy Statement

We are Abbeyfield (Lakeland Extra Care) Soc Ltd, a company incorporated in England and Wales. Our company number is [insert registered company number] and our registered address is Beetham Road, Milnthorpe Cumbria LA7 7QW.

("Abbeyfield (Lakeland Extra Care) Soc Ltd" / "we" / "our" / "us"). We are committed to ensuring that your privacy is protected. We comply with the Data Protection Act 2018 and the UK GDPR together with any other relevant data protection and privacy legislation (together “Data Protection Legislation”). We are the data controller of data you pass to us pursuant to this policy. Our Data Protection Officer can be contacted at l.scrogham@hartlandhouse.co.uk

This Privacy Policy together with our website terms and conditions and cookie policy sets out how we collect personal information from you and how the personal information you provide will be processed by us. By visiting the website at www.hartlandhouse.co.uk (the “Website”) you are accepting and consenting to the practices described in this Privacy Policy. If you do not consent, please do not submit any personal data to us.

What information does Abbeyfield (Lakeland Extra Care) Soc Ltd hold and how will we use it?

Information you give Abbeyfield (Lakeland Extra Care) Soc Ltd: You may give us information about you by completing enquiry forms on the website or by requesting via the website that we send you marketing information, or other communication where requested. The information you give us may include your name, email address, address/location and phone number.

We will retain this information while we are corresponding with you or providing services to you or to the Resident you represent. We will retain this information for a maximum of 7 years, as is the NHS standard retention period. 

Abbeyfield (Lakeland Extra Care) Soc Ltd may collect the following information from you when you visit the website:

Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; and

Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from the website (including date and time), products you viewed or searched for, page response times, website errors, length of visits to certain pages, page interaction information, methods used to browse away from the page and any phone number used to call our helpline

We retain this information for a maximum of 7 years as is the NHS standard retention period. 

Information we receive from other sources: This includes information we receive about you when you use other websites operated by us or other services we provide. This information may include your name, email address, postal address and phone number. We will retain this information for a maximum of 7 years as is the NHS standard retention period.  

Abbeyfield (Lakeland Extra Care) Soc Ltd  processes personal information for certain legitimate business purposes, which include some or all the following:

• Where the processing enables Hartland House to enhance, modify, personalise or otherwise improve the website, its services or communications
• To identify and prevent fraud
• To enhance the security of Hartland House's network and information systems
• To better understand how people interact with Hartland House's websites
• To administer the website and carry out data analysis, troubleshooting and testing; and
• To determine the effectiveness of promotional campaigns and advertising

Cookies

The website uses cookies to distinguish you from other users of the website. For detailed information on the cookies we use and the purposes for which we use them, please see our Cookie Policy below.

Use Made of the Information

We may use the information we receive and/or collect about you via the website to:

Fulfil our obligations under any contract that we have entered into with you or with the Resident that you represent, and to provide you or the relevant Resident with information or services that you or the Resident has requested

Send you newsletters and marketing information if you have consented to us doing so

Monitor website usage and provide statistics to third parties for the purposes of improving and developing the website and the services we provide via the website

Abbeyfield (Lakeland Extra Care) Soc Ltd processes personal information for certain legitimate business purposes, which include some or all the following:

Where the processing enables Abbeyfield (Lakeland Extra Care) Soc Ltd to enhance, modify, personalise or otherwise improve the website, its services or communications

To identify and prevent fraud

To enhance the security of the network and information systems of Abbeyfield (Lakeland Extra Care) Soc Ltd

To better understand how people interact with the websites of Abbeyfield (Lakeland Extra Care) Soc Ltd

To administer the website and carry out data analysis, troubleshooting and testing; and

To determine the effectiveness of promotional campaigns and advertising

If we obtain consent from you to do so, we may provide your personal details to third parties so that they can contact you directly in respect of services in which you may be interested.

Where we are processing personal data that we have obtained via the website on the basis of having obtained consent from you, you have the right to withdraw your consent to the processing of your personal data at any time. If you would like to withdraw your consent or prefer not to receive any of the above-mentioned information (or if you only want to receive certain information from us), please let us know by contacting us via email - l.scrogham@hartlandhouse.co.uk

Please bear in mind that if you object, this may affect our ability to carry out the tasks above for your benefit.

If you wish to have your information removed from our database or if you do not want us to contact you for marketing purposes, please let us know by clicking the 'Unsubscribe' option in any email we send to you and providing the details requested or by contacting us via the following webpage [insert webpage link] and we will take steps to ensure that this information is deleted as soon as reasonably practicable.

We will not share, sell or distribute any of the information you provide to us (other than as set out in this policy) without your prior consent, unless required to do so by law.

Third Party Sites

Our website may contain links to third party websites, including websites via which you are able to purchase products and services. They are provided for your convenience only and we do not check, endorse, approve or agree with such

third-party websites nor the products and/or services offered and sold on them. We have no responsibility for the content, product and/or services of the linked websites. Please ensure that you review all terms and conditions of website use and the Privacy Policy of any such third-party websites before use and before you submit any personal data to those websites.

How Safe is your Information?

Protecting your security and privacy is important to us and we make every effort to secure your information and maintain your confidentiality in accordance with the terms of the data protection legislation. The website is protected by various levels of security technology, which are designed to protect your information from any unauthorised or unlawful access, processing, accidental loss, destruction and damage.

We will do our best to protect your personal data but the transmission of information via the Internet is not completely secure. Any such transmission is, therefore, at your own risk.

Disclosure of your Information

Please note, we may need to disclose your personal information where we:

Sell any or all of our business or assets or we buy another business or assets in which case we may disclose your personal data to the prospective buyer or seller

Are under a legal duty to comply with any legal obligation or to enforce or apply our terms and conditions; or

Need to disclose it to protect our rights, property or the safety of our customers or others, including the exchange of information with other companies, organisations and/or governmental bodies for the purposes of fraud protection and credit risk reduction

Where we Store your Personal Data

All your personal data is stored within the UK or the EEA.

Your Rights in Respect of your Data

You benefit from a number of rights in respect of the personal data we process about you. We have summarised your rights below and more information is available from the Information Commissioner's Office website. Your rights apply for the period in which we process your data. There are certain caveats and exemptions to those rights which mean that in some circumstances you may not be entitled to exercise them. If we believe that is the case upon receipt of a request from you, we will let you know.

1. Access to your data

2. Rectification of your data

3. Right to be forgotten

4. Right to restrict processing

5. Data portability

6. Right to object

Automated decision making

Automated decision making means making a decision solely by automated means without any human involvement. We do not carry out any automated decision making using your personal data. 

Your right to complain about our processing

If you have any complaints about our use of your personal data, please contact us. You also have the right to complain to the relevant supervisory authority in your jurisdiction. In the UK, the supervisory authority is the Information Commissioner's Office. Contact details for the ICO can be found at https://ico.org.uk/.

If you have any further queries or comments on our Privacy Policy, you can contact us by emailing l.scrogham@hartlandhouse.co.uk

Cookies Policy Statement

Cookies are small text files which a website may put on your computer or mobile device when you first visit the website. The cookies will help the website recognise your device the next time you visit. Web beacons or other similar files can also do the same thing. We use the term 'cookies' in this policy to refer to all files that collect information in this way.

We use cookies to distinguish you from other users of the website. This helps us to provide you with a good experience when you use the website and also allows us to improve the services we provide to you.

We use the following cookies:

Strictly necessary cookies. These are cookies that are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Disabling them may mean you are not able to access parts of our website

Analytical or performance cookies. We use these cookies to collect information about how visitors use the website, for instance, which pages visitors go to most. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily. Some of these cookies are known as analytic cookies which allow us to monitor website traffic using industry accepted third parties. 

Functionality cookies. These cookies are used to recognise you when you return to our website and to remember changes you have made to things such as text size, fonts and other parts of the website you can change so we can personalise our content for you. 

Targeting cookies. We use these cookies to record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may share this information with third parties for this purpose.

For more details on the specific cookies we use, why we use them and when they will expire, please see below.

Please note that third parties (such as advertising networks and providers of external services) may also use cookies on the website, over which we have no control. These cookies are likely to be analytical cookies, performance cookies or targeting cookies. 

Most browsers accept cookies automatically, but you can change your cookie preferences by adjusting your browser settings to refuse the setting of all or some cookies if you prefer. You can usually do this by visiting the 'options' or 'preferences' menu on your browser. Please note, however, that if you do this and choose to block all cookies (including essential cookies), we cannot guarantee that your experience will be as fulfilling as it would otherwise be, and you may not be able to access all or parts of our website.

Where we collect personal data as part of our use of cookies on the website, we will do so in accordance with our Privacy Policy (see above).