Privacy policy

HelpAlert Privacy Policy

Last updated: 25 September 2025

Our contact details

Data Protection Officer
Help Alert Limited (Company No. 15012982)
Maritime House, Basin Road North, Brighton, BN41 1WR
Phone: 01273 055049
Email: careteam@helpalert24.co.uk
We are registered with the Information Commissioner’s Office (ICO) as a data controller. Our registration number is ZB604264.

What information we collect

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

  • Name, address, date of birth, email and phone number(s)

  • GP details, next of kin and key holder contact details

  • Key safe information and property details

  • Bank details (for payment)

  • Care arrangements, health information and daily activity details (where relevant)

  • Information from responders, carers, or other nominated contacts

How we use your information

We use your information to:

  • Provide our monitoring and emergency response services

  • Share relevant details with our partnered control centre, emergency services, health agencies or trusted partners in an emergency

  • Record GPS information if a family member or responder needs to locate you in an emergency

  • Arrange installation, maintenance or removal of equipment

  • Support your care plan with relevant health and social care staff

  • Improve our service and meet legal or safeguarding obligations

All calls to our control room are recorded for training, safety and quality purposes.

How we collect information

  • Directly from you when you sign up, complete forms, or use our services

  • From third parties such as hospitals, social workers or health professionals where they provide us with your information to deliver a service

Our lawful basis for processing

Under UK GDPR, we process your data on the following lawful bases:

  • Consent (when you choose to provide certain information)

  • Contract (to deliver our services to you)

  • Legal obligation (where the law requires us to share information)

  • Vital interests (to protect your life in an emergency)

  • Provision of health or social care (special category data under Article 9)

Who we share your information with

We only share your information when it is necessary to provide our services or protect your safety. This may include:

  • Emergency services (police, ambulance, fire)

  • Our partnered monitoring centre (Bracknell Council ARC)

  • Local authorities, social services and health agencies

  • Installers, maintenance partners and response services

  • Your nominated carers, key holders or next of kin

We will never sell your personal data. We will not share your data with third parties for marketing.

How we store and keep your information

  • Electronic records are securely stored on encrypted, cloud-based systems.

  • Paper records (where used) are held securely at our Brighton office.

  • We retain your information for one year after you stop using our services, after which records are securely deleted or shredded.

Your data rights

Under data protection law, you have the right to:

  • Access a copy of the personal data we hold about you

  • Ask us to correct inaccurate or incomplete data

  • Request deletion of your data (where legally possible)

  • Restrict or object to how we process your data

  • Request transfer of your data to another provider (data portability)

You do not need to pay to exercise these rights. We will respond to requests within 28 days.

To exercise your rights, contact us at careteam@helpalert24.co.uk

Service adjustments

In line with the Equality Act 2010, we will make reasonable adjustments for customers with disabilities. This may include recording specific communication needs or adapting how we provide information.

How to complain

If you are unhappy with how we use your data, please contact us first at careteam@helpalert24.co.uk

If we cannot resolve your concern, you can complain to the ICO:
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
www.ico.org.uk