Akaal Care Services Limited (“we”, “us”, or “our”) is committed to protecting your personal information and respecting your privacy. This Privacy Policy explains how we collect, use, share, and protect your personal data — including when working with tenants, partner organisations, charities, service providers, and other stakeholders — in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. What Information We Collect

We may collect and process the following types of personal information:

1. a) From Tenants and Service Users

• Full name, date of birth, contact details (phone, email, address)
• Health and support needs (where applicable)
• Emergency contact and next-of-kin details
• Housing and tenancy details (e.g., tenancy agreements, rent records)
• Records of communication, support plans, and incident logs

1. b) From Charities, Partners, and Other Organisations

• Contact details of organisational representatives
• Signed agreements or partnership documentation
• Meeting notes, feedback, or co-produced documents
• Information required for safeguarding, compliance, or reporting

1. c) From Website Visitors

• Contact form details (name, email, message content)
• Technical data (e.g., IP address, browser type, device identifiers via cookies)
• User interaction data (pages visited, time on site)

2. How We Use Your Information

We use personal data to:

• Respond to enquiries and provide information
• Deliver housing and support services to tenants
• Manage referrals and collaborate with charities and external support services
• Comply with safeguarding duties and legal obligations
• Monitor performance and ensure quality assurance
• Improve our website and services
• Communicate updates or relevant service changes
• Maintain security, audit trails, and health & safety records

3. Lawful Basis for Processing

We process your personal data based on:

• Consent – when you have agreed (e.g., for newsletters or joint working)
• Contractual necessity – to fulfil our obligations to tenants, partners, or service users
• Legal obligation – when we are required to share or retain data (e.g., safeguarding or financial reporting)
• Legitimate interests – to operate effectively, maintain relationships, and deliver community services

4. Sharing Your Data

We do not sell personal data.

We may share data — where necessary and lawful — with:

• Charities or partner organisations providing joint services to tenants
• Local authorities, social workers, or NHS teams involved in care or housing referrals
• IT providers and database platforms (under contract and confidentiality agreements)
• External regulators or auditors (e.g., CQC, ICO, HMRC)
• Legal representatives, emergency services, or safeguarding bodies

All third parties are required to process your data in accordance with applicable laws and only for the intended purpose.

5. Data Security

We implement appropriate technical and organisational security measures to protect personal information from unauthorised access, loss, misuse, or alteration. These include:

• Password-protected systems
• Access controls and staff training
• Secure cloud-based storage
• Data encryption and anonymisation where required

6. Your Rights

You have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request deletion (subject to legal retention requirements)
• Object to processing where we rely on legitimate interests
• Withdraw consent at any time (for consent-based processing)
• Lodge a complaint with the Information Commissioner’s Office (ICO)

We respect your rights and will respond to all valid requests within one calendar month.

7. How We Work With Partners and Third Parties

When working with charities, housing partners, local authorities, or subcontractors, we ensure:

• Data sharing is governed by written agreements or protocols
• Only necessary and proportionate information is shared
• All parties uphold UK GDPR and data protection best practices
• We regularly review data-sharing practices and seek to minimise risks to individuals

We also carry out Data Protection Impact Assessments (DPIAs) for new joint initiatives or technology platforms involving personal data.

8. Retention Periods

We retain personal data only for as long as necessary for legal, contractual, or operational purposes. For example:

• Tenant records: typically kept for 6 years after tenancy ends
• Safeguarding concerns: retained as required under statutory guidance
• Partnership or agreement documentation: retained as needed for audit or legal accountability

After this, data is securely deleted or anonymised.

9. Cookies and Website Analytics

Our website uses cookies to enhance functionality and monitor usage. Cookies collect:

• Browser type and version
• Pages visited and time spent
• Geographic region (approximate)

You can manage cookie preferences through your browser settings. For full details, refer to our [Cookie Policy].

10. Contact Us

For questions about this policy, to exercise your rights, or to raise a data concern, contact:

Data Officer
📧 Email: Contact@akaalcareservices.com
📍 Address: Akaal Care Services Limited
Unit 7–8 Freeth St, Birmingham, B16 0QZ

We aim to respond to all data protection queries within 10 working days.

11. Updates to This Policy

This policy is reviewed annually or earlier if legal changes or operational needs arise. The most recent version is always available on our website or on request.

Last Reviewed: [Insert Date]
Next Review Due: [Insert Date + 12 months]