Trusted by 10,000+ Homeowners

60-Day Money-Back Guarantee

UK-Wide Fast Delivery

Easy DIY Installation in Minutes

HelpAlert Privacy Policy

Our Contact Details

Name: Data Protection Officer
Address: Maritime House, Basin Road North, Brighton, BN41 1WR
Phone Number: 01273 055049
Email: careteam@helpalert24.co.uk

HelpAlert is registered as a data controller with the Information Commissioner’s Office (ICO).

Registration Number: ZB604264

Find us on the ICO website.

Email us

Expert, trained caller in UK-based control room

The Personal Information We Collect

We may collect and process the following information:

Full name
Address
Date of birth
Email address
Phone number(s)
Name and address of GP
Contact details of named key holders and next of kin
Existing key safe information
Bank details (for invoicing)
Phone provider
Details relating to existing care arrangements
Information about your day-to-day activities
Property type and ownership
Contact details of responders or points of contact for visits

How We Collect and Use Personal Information

We collect personal data directly from you in order to:

Provide details to a monitoring centre to handle alarm calls from telecare equipment
Share relevant information with responders and next of kin to respond to emergencies
Upload information to GPS platforms so a designated family member can locate you if necessary
Support our 24-hour emergency response partners with accurate personal details
Share information with health and social care staff to support existing or future care packages

All calls to our control centre are recorded for training and operational purposes.

We may also receive information from:

Hospitals (e.g. via our Hospital Discharge service)
Health professionals or social workers updating relevant details

If we use your information for research or analysis, we will anonymise it or use a pseudonym unless you have given explicit consent.

LAWFUL BASIS FOR PROCESSING

We process personal information where it is necessary to provide the services you have requested from HelpAlert, including setting up and administering your account, providing your monitored alarm service, identifying and responding to alarm activations, and coordinating an appropriate response.

For these activities, our primary lawful basis is:

Contractual necessity – Article 6(1)(b)

In some circumstances, we may also process personal information where:

• Consent has been provided – Article 6(1)(a)

• Processing is necessary to comply with a legal obligation – Article 6(1)(c)

• Processing is necessary to protect someone's vital interests, for example in an emergency – Article 6(1)(d)

The lawful basis used will depend on the purpose and circumstances of the processing.

SPECIAL CATEGORY DATA

To provide a safe and appropriate monitored alarm service, we may collect relevant information relating to the alarm user's health, medical conditions, mobility, care arrangements and vulnerability.

This information is classed as special category data under UK GDPR.

Where this information is provided through our Emergency Contact Form for the purpose of delivering the monitored alarm service, we rely on:

Explicit consent – Article 9(2)(a)

The Emergency Contact Form explains that relevant health, medical and vulnerability information may be processed by HelpAlert and shared with our authorised 24-hour monitoring provider where necessary to provide the monitored alarm service and respond appropriately to an alarm or emergency.

We retain a record of the Emergency Contact Form submission, including the date and time of submission, to evidence the consent provided and for audit purposes.

In exceptional circumstances involving an immediate risk to someone's life or safety, other lawful provisions may permit or require relevant information to be used or disclosed where necessary.

You can read more in the ICO's guide to lawful basis for processing:

https://ico.org.uk

YOUR CONSENT

Where we rely on your consent to process information, we will explain clearly what information is being processed, why it is required and how it will be used.

Where relevant health, medical or vulnerability information is provided through our Emergency Contact Form, explicit consent is requested for HelpAlert to process this information and share relevant information with our authorised 24-hour monitoring provider for the purposes of providing the monitored alarm service and responding appropriately to an alarm or emergency.

You may withdraw your consent at any time by emailing careteam@helpalert24.co.uk.

Please note: withdrawing consent may affect our ability to continue providing aspects of the monitored alarm service where the information is necessary for safe and appropriate alarm handling.

WHO WE SHARE YOUR INFORMATION WITH

To provide our monitored alarm service, relevant customer information is shared with Forest Care / Bracknell Forest Council, our authorised 24-hour monitoring provider.

This enables authorised monitoring personnel to identify an alarm user, assess an alarm activation and coordinate an appropriate response.

We only share information that is necessary for the monitoring and response service being provided.

Where necessary, we may also share relevant information with:

• Emergency services, including police, ambulance and fire services

• Named emergency contacts, key holders and next of kin

• Local authorities and social services

• NHS and other relevant health or care professionals

• GPS and technology providers supporting delivery of the service

• Installation and maintenance contractors where required

• Authorised partners providing emergency response to alarm activations

• HelpAlert staff who require access to provide or administer the service

• Housing associations, landlords or care home managers where necessary for installation or service delivery

• Community alarm providers where necessary to manage, replace or disconnect equipment

• Other organisations where disclosure is required by law or necessary to protect an individual during an emergency

We only share information where it is necessary and appropriate for the purpose for which it was collected, to provide the services you have requested, to respond to an alarm or emergency, or where we are otherwise legally permitted or required to do so.

We never sell your personal information.

ALARM, DEVICE AND LOCATION DATA

HelpAlert alarm devices may transmit operational information when communicating with the monitored alarm service.

Depending on the device and type of activation, this may include:

• Device or SIM identifier

• Alarm or alert type

• Date and time of the alert

• Battery or device-status information

• Location information where supported by the device

HelpAlert operates a secure operational SMS alert portal for authorised Forest Care users.

The SMS alert portal displays only the limited device and operational information required to identify and manage an alarm notification. It does not display the alarm user's name, home address, medical or vulnerability information, emergency contacts or full HelpAlert customer record.

The device identifiers displayed within the portal are therefore separated from directly identifying customer information. Where required to manage an alarm activation, Forest Care can separately identify the corresponding alarm user using its authorised monitoring systems.

Location information is used only where required to support alarm monitoring, incident assessment and an appropriate response.

HOW WE STORE YOUR PERSONAL INFORMATION

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

Electronic information is stored using secure cloud-based systems and authorised service providers. Access is restricted to authorised users according to their operational requirements.

Where third-party technology providers are used to support the service, only the information necessary for that function is processed and appropriate security measures are used.

Paper documents, where required, are stored securely at:

Maritime House
Basin Road North
Brighton
BN41 1WR

DATA RETENTION

We retain personal and special category information only for as long as it is required for the purposes for which it was collected and in accordance with our operational, contractual and legal requirements.

Customer records relating to the monitored alarm service are normally retained for 1 year after the service ends, after which they are securely deleted or destroyed unless there is a legitimate or legal requirement to retain particular information for longer.

Operational alarm, system, communications and audit information may be subject to separate retention periods depending on the system or authorised technology provider involved.

We periodically review the information we retain and seek to ensure it is not kept for longer than necessary.

YOUR DATA PROTECTION RIGHTS

Under UK data protection law, depending on the circumstances, you may have the following rights:

Right of Access

You can request copies of your personal information.

Right to Rectification

You can ask us to correct or complete inaccurate or incomplete information.

Right to Erasure

You can ask us to delete your personal information in certain circumstances.

Right to Restrict Processing

You can ask us to restrict how we use your information in certain circumstances.

Right to Object

You may have the right to object to certain types of processing.

Right to Data Portability

In certain circumstances, you can request that information you have provided to us is transferred to another organisation or provided directly to you.

Right to Withdraw Consent

Where we rely on consent, you can withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise any of these rights:

Email: careteam@helpalert24.co.uk

We will respond to requests within the timescales required by applicable data protection law. There is normally no charge for exercising your data protection rights.

SERVICE ADJUSTMENTS

HelpAlert is committed to providing accessible services and making reasonable adjustments where required.

Where you tell us about an adjustment requirement, we may need to record limited information about your needs so that our staff can communicate with you appropriately and provide the requested adjustment.

This may include your name, preferred contact method and details of the adjustment required.

Where information about a disability or health condition constitutes special category data, we will process it only where an appropriate lawful basis and special category condition applies.

To request an adjustment, email: careteam@helpalert24.co.uk

HOW TO COMPLAIN

If you have concerns about how HelpAlert uses your personal information, please contact us first so that we can investigate:

Email: careteam@helpalert24.co.uk

You also have the right to raise a concern with the Information Commissioner's Office (ICO).

Website: https://ico.org.uk

Telephone: 0303 123 1113

Post:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Service You Can Rely On

A track record of excellence and trust across the UK.

You can be confident knowing that we are committed to providing the highest standard of care and support.

select category

Does Vitamin D really prevent falls?

Vitamin D supports bone strength but research shows it does not lower fall rates on its own. Combine Vitamin D supplements with leg-strength and balance exercises plus a safe home environment for proven fall-prevention results.

Is falling just part of getting older?

No. Most falls are linked to weak muscles, unsafe flooring or medicine side effects rather than age itself. Active adults in their 80s who train strength and balance rarely experience falls.

Why do I keep tripping and falling?

Frequent trips signal low leg strength, poor footwear, cluttered walkways or dizziness from medications. A professional falls assessment pinpoints causes so you can fix them fast.

What causes a person to keep falling?

The top triggers are weak lower-body muscles, home hazards like loose rugs and medications that drop blood pressure or cause drowsiness. Addressing all three can cut repeat falls by half.

How can I stop myself from falling?

Do leg-strength exercises three times weekly, clear floor clutter, fit grab rails, add night-lights and ask your GP to review high-risk medicines every six months.

Can you regain balance after 70?

Yes. Targeted balance drills such as heel-to-toe walking improve stability and gait speed within six weeks for most adults over 70.

Which footwear reduces trips and falls?

Choose shoes with low wide heels, rigid non-slip soles and secure fastenings. Avoid backless slippers and worn trainers that slide.

Which drugs increase fall risk?

Highest risk medicines include sleeping tablets, strong opioids, some antidepressants and blood-pressure drugs that cause sudden drops. Ask for a pharmacist review if you take 4 or more prescriptions.

Do grab bars and non-slip mats work?

Yes. Installing grab bars beside the toilet and shower plus non-slip bath mats can reduce bathroom falls by up to 50 percent. (Enquire about how we can provide your home with grab bars/non-slip mats)

How long until I feel steadier?

Confidence often rises within three weeks of regular exercise. Noticeable strength gains appear after six to eight weeks but benefits fade if you stop training.

Does omeprazole raise my fall risk?

Omeprazole does not cause dizziness, but long term use may weaken bones which increases fracture risk if a fall happens. Discuss calcium and Vitamin D in a medicine review with your doctor.

Which medical conditions cause frequent falls?

Parkinson’s disease, stroke, diabetic neuropathy and orthostatic hypotension are leading causes. Specialist physiotherapy plus home safety changes help reduce falls in these conditions.

Who is at the greatest risk of falling?

Adults over 65 who have fallen in the past year, take 4 or more medications or report balance problems face the highest fall risk and should book a comprehensive falls assessment promptly.