Privacy Policy

Last updated: 17 September 2026

Total Care Resources Ltd respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what information we collect, why we collect it, how we use it and the rights you have under UK data protection law.

Who we are

Total Care Resources Ltd is the data controller responsible for the personal information described in this policy.

Total Care Resources Ltd
Company number: 15229325
Registered office: Northminster House, Peterborough, PE1 1YN
Email: info@totalcareresources.co.uk
Telephone: 01733 300073

Information we may collect

We may collect personal information when you contact us, complete a form, arrange a care assessment or use our services. This may include:

  • your name;
  • your email address and telephone number;
  • your home address, town, county and postcode;
  • information about the type of care or support required;
  • your preferred timescale for receiving care;
  • information you provide about your personal circumstances;
  • information about a relative or another person for whom you are making an enquiry;
  • records of telephone calls, emails, messages and other correspondence;
  • details collected during a care assessment;
  • technical information such as your IP address, browser type, device type and website security logs; and
  • information about how you heard about Total Care Resources Ltd.

Health and care information

When you request a care assessment or discuss care requirements, you may provide information about health, disabilities, medication, mobility, personal care, mental health or other care needs.

This is known as special category personal data and receives additional protection under UK data protection law. We only collect and use this information when it is necessary to assess, arrange or provide health or social care services, fulfil our legal and safeguarding responsibilities, protect someone’s vital interests or where another lawful condition applies.

Please only provide information about another person when you are authorised to do so or where it is necessary to protect their wellbeing. Where appropriate, we will provide that person with information about how we use their personal data.

How we collect your information

We may collect personal information:

  • when you complete a contact or care-assessment form on our website;
  • when you contact us by telephone, email, WhatsApp or social media;
  • during a care assessment;
  • when you or your representative enter into an agreement with us;
  • from a relative, representative, advocate or person acting on your behalf;
  • from health and social care professionals, local authorities or other organisations involved in your care, where lawful; and
  • automatically through essential website and security systems.

How we use your information

We may use your personal information to:

  • respond to enquiries and requests for information;
  • arrange and carry out care assessments;
  • understand your needs and recommend suitable care services;
  • prepare and manage care plans;
  • provide safe, appropriate and personalised care;
  • contact you or an authorised representative about care arrangements;
  • manage contracts, payments and our relationship with you;
  • communicate with healthcare professionals, social care professionals and local authorities where necessary;
  • meet our legal, regulatory and safeguarding obligations;
  • respond to complaints or concerns;
  • protect the health, safety and wellbeing of clients, staff and others;
  • prevent fraud, misuse and security incidents; and
  • operate, maintain and improve our website and services.

Our lawful bases for using personal information

Under the UK General Data Protection Regulation and the Data Protection Act 2018, we must have a lawful basis for using personal information. Depending on the circumstances, we may rely on:

  • Contract: where processing is necessary to provide a service, take steps at your request before entering into a contract or manage an existing care agreement.
  • Legal obligation: where we must process information to comply with the law, regulatory requirements or our safeguarding responsibilities.
  • Legitimate interests: where processing is reasonably necessary to operate our organisation, respond to enquiries, maintain records, protect our systems or improve our services, provided your rights do not override those interests.
  • Vital interests: where processing is necessary to protect someone’s life or physical safety.
  • Consent: where you have freely given clear consent for a particular use of your information. You may withdraw your consent at any time, although this will not affect processing carried out before consent was withdrawn.

Our conditions for using special category information

When we process health information or other special category personal data, we also rely on an additional condition permitted by law. This may include:

  • the provision or management of health or social care;
  • protecting someone’s vital interests where they are unable to provide consent;
  • substantial public interest grounds, including safeguarding vulnerable people; or
  • your explicit consent where this is appropriate.

Who we may share information with

We only share personal information where it is necessary, lawful and proportionate. Depending on the circumstances, this may include:

  • members of our care and administrative teams who need the information to perform their duties;
  • healthcare and social care professionals involved in your care;
  • local authorities, commissioners and funding organisations;
  • your authorised representatives, relatives or advocates;
  • regulators, safeguarding authorities and law-enforcement bodies where required;
  • professional advisers, insurers and auditors;
  • website hosting, IT, communications and secure data-storage providers acting on our instructions; and
  • another organisation where a business transfer or legal restructuring takes place.

We do not sell or rent your personal information.

Service providers

We use trusted service providers to support our website, email, information technology, communications and business administration. These organisations may process personal information only for the services they provide to us and must protect it appropriately.

Our website is built using WordPress and uses Fluent Forms to process information submitted through its online forms. Form submissions are transmitted to our website securely and may be stored within our website administration system or sent to authorised members of our team.

International transfers

We aim to keep personal information within the United Kingdom wherever reasonably possible. Some technology providers may process limited information outside the United Kingdom.

Where personal information is transferred internationally, we will ensure an appropriate safeguard is in place. This may include an adequacy decision, the UK International Data Transfer Agreement, the UK Addendum to standard contractual clauses or another safeguard permitted under UK data protection law.

How long we keep your information

We retain personal information only for as long as it is reasonably required for the purpose for which it was collected and to meet our legal, regulatory, contractual, insurance and safeguarding obligations.

Retention periods will depend on the nature of the information and our relationship with you. In general:

  • general enquiries that do not result in care services will normally be retained for up to two years after our last communication;
  • care assessments, care plans and service-user records will be retained for the period required by applicable health and social care, safeguarding, regulatory and limitation requirements;
  • contracts, financial records and related correspondence may normally be retained for up to six years after the relationship ends;
  • complaint and incident records may be retained for up to six years after the matter is concluded, or longer where safeguarding or legal requirements apply; and
  • technical and security logs are generally retained for a shorter period unless they are required to investigate a security incident.

Information may be retained for longer where there is an ongoing complaint, safeguarding concern, legal claim, regulatory investigation or other lawful reason.

How we protect your information

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

These measures include controlling access to information, using password-protected systems, maintaining website and server security, restricting access to authorised personnel and requiring staff and service providers to respect confidentiality.

Although we take reasonable precautions, information transmitted over the internet cannot be guaranteed to be completely secure. Please avoid including unnecessary medical or highly sensitive information in an ordinary email or initial website enquiry.

Marketing

We will not send you electronic marketing communications unless we have a lawful basis to do so. Where marketing is based on your consent, you may withdraw that consent at any time by contacting us or using the unsubscribe option included in the communication.

We will not use information provided during a care enquiry for unrelated marketing without an appropriate lawful basis.

Cookies and website technologies

Our website does not currently use advertising or analytics cookies. It may use strictly necessary technologies required for website security, administration and basic operation.

More information is available in our Cookie Policy.

Links to other websites

Our website contains links to external services and websites, including Facebook, LinkedIn and WhatsApp. We are not responsible for the privacy practices of external websites. You should read the relevant provider’s privacy policy before supplying personal information.

Your data protection rights

Depending on the circumstances, you may have the right to:

  • ask for a copy of the personal information we hold about you;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete your personal information;
  • ask us to restrict how we use your information;
  • object to our use of your information;
  • receive certain information in a portable format;
  • withdraw consent where processing is based on consent; and
  • ask for human review of a decision made solely by automated means.

These rights are not absolute and may be limited where we have a legal or regulatory requirement to retain or use the information.

We do not currently use solely automated decision-making to determine whether someone can receive our care services.

How to exercise your rights

To exercise your data protection rights, please contact us:

Email: info@totalcareresources.co.uk
Telephone: 01733 300073
Post: Total Care Resources Ltd, Northminster House, Peterborough, PE1 1YN

We may need to confirm your identity before responding. We will normally respond within one month, as required by law.

Making a complaint

If you have concerns about how we use your personal information, please contact us first so that we can investigate and try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

Changes to this Privacy Policy

We may update this Privacy Policy when our services, legal obligations or use of personal information change. The date at the top of this page shows when it was last revised.