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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 rely on the following lawful bases under the UK GDPR:

Consent – Article 6(1)(a)
Contractual necessity – Article 6(1)(b)
Legal obligation – Article 6(1)(c)
Vital interests – Article 6(1)(d)
Public task – Article 6(1)(e)

Special Category Data

We collect data relating to your health, care arrangements, and other sensitive personal information, which qualifies as special category data under Article 9 of UK GDPR. Our lawful bases include:

Explicit consent – Article 9(2)(a)
Vital interests – Article 9(2)(d)
Public data disclosed by you – Article 9(2)(e)
Health or social care provision – Article 9(2)(h)

We retain evidence of your consent in our secure database, noting the date, time, and method by which consent was provided, for auditing purposes.

You can read more on the ICO’s guide to lawful basis for processing.

Your Consent

Where we rely on your consent to process data, we will explain clearly what you are agreeing to and why.

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 services to you.

Who We Share Your Information With

We may share your information with:

Emergency services (police, ambulance, fire)
Your local authority and social services
NHS and other relevant health agencies
Monitoring centres (for linked telecare devices)
GPS platform providers
Installation and maintenance contractors
Partners providing emergency response to alarm activations
HelpAlert staff directly involved in your care
Named individuals (e.g. key holders, next of kin) for coordination of visits or services
Housing associations, landlords, or care home managers (if equipment installation permissions are required)
Community alarm providers (e.g. if equipment needs to be replaced or disconnected)
Care professionals such as carers or personal assistants who support you

We only share this information when required to provide the services you’ve agreed to or to ensure your safety.

We never sell your data and will not disclose it to third parties without your written consent unless required by law.

How We Store Your Personal Information

Electronic data is securely stored on an encrypted cloud-based system.
Paper documents (if needed) are stored securely at:
Maritime House, Basin Road North, Brighton, BN41 1WR

Data retention:
We retain your personal and special category data for 1 year after your service ends. After that, we securely delete electronic records and shred paper files.

Your Data Protection Rights

Under UK GDPR, you 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 data.
Right to Erasure
You can request we delete your data in specific circumstances.
Right to Restrict Processing
You can ask us to limit how we use your data in certain situations.
Right to Object
You can object to processing if it's done under public task or legitimate interests.
Right to Data Portability
You can request that your data be transferred to another organisation or directly to you.
This applies only to data processed based on consent or contract, and only when done by automated means.

To exercise any of these rights:

Email: careteam@helpalert24.co.uk

We will respond within 28 days, and there is no charge for making a request.

Service Adjustments

Although HelpAlert is not a public authority under Schedule 1 of the Freedom of Information Act 2000, we serve the public and comply with the Equality Act 2010.

This means we will make reasonable adjustments for people with disabilities to ensure equal access to our services.

Lawful basis: Article 6(1)(c) – legal obligation
Special category data: Article 9(2)(a) – consent to process health/disability information

We will create a secure internal record of your adjustment needs, which will include your name, contact method, and the adjustment required. This allows staff to communicate with you appropriately.

To request adjustments, email: careteam@helpalert24.co.uk

How to Complain

If you have concerns about our use of your data, please email us at: careteam@helpalert24.co.uk

You can also contact the Information Commissioner’s Office (ICO):

Website: https://ico.org.uk
Phone: 03031 231113
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.

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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.