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Your Personal Data & Where It’s Stored

When you register with City & Hackney Carers Centre (CHCC) you will be added to the Hackney Carers Centre’s secure confidential database, your information might also be kept within our secure email and IT systems. The information you supply will create your client record on our database and your information will be held securely. Whether you get advice face-to-face, over the phone, by email or chat, our staff and advisers will log all your information, correspondence, and notes about your problem into our secure database. We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. If you've been referred to us from another organisation, they'll send us your information using a referral form. They'll get your permission before sending us your information. All staff at CHCC accessing data have had data protection training to make sure your information is handled sensitively and securely. We'll always explain how we use your information. 


In order to understand your caring role, we ask for personal details of the person/s you care for. It is important that we have their permission to hold their details on our database. We will not contact the person you care for unless it is with your agreement. In the event that they do not give their consent, we can create an anonymous record but this may restrict the level of support that we are able to offer you as a carer and the person you care for. 


How to Access Your Personal Data 

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). There is not normally any charge for the request, but if your request is excessive for example, if you make repetitive requests, a fee may be charged to cover our administrative costs in responding. 


How Long Your Personal Data Will Be Kept 

We will keep your information for a full 6 years (or for 12 years if your case has been subject to a serious complaint, insurance claim or other dispute). 


How We Use Your Information 

The main reason we ask for your information is to help and support to solve your problem. We only access your information for other reasons if we really need to—for example: 

  •  for training and quality purposes 

  •  to investigate complaints 

  •  to get feedback from you about our services 

  •  to help us improve our services 


When we share your information with other organisations 

With your permission, we might share your information with other organisations so we can: 

  • help solve your problem - for example if you ask us to contact your GP, DWP or other relevant agancies we might need to share your name, address and financial details with them. 

  • refer you quickly to another organisation for more advice and/or specialist advice, if  relevant. 

  • monitor the quality of our services – such as share your information with the Advice Quality Standard (AQS) assessors for service improvement and quality assurance check. 


There might be specific organisations we share your information with, depending on what service you access for example with social workers, counsellors, advice and information workers, administrative staff or other health and social care professionals involved in arranging or supporting you. Organisations we share your data with must store and use your data in line with data protection law. They'll have their own privacy policies for how they handle your information and keep it safe. 


Changes To Your Personal Data 

It is very important that the personal information that we hold about you is accurate and up-to-date. Please tell us if your personal information changes by calling us on 020 3533091 or email 

Your Rights 

Under certain circumstances, you have the right by law to: 

  • Request access to your personal data. This enables you to ask to receive a copy of the personal data that we hold about you and to check that we are lawfully processing it. 

  • Request correction of the personal data that we hold about you. 

  • Request removal of your personal data. 

  • Object to processing of your personal data. You also have the right to object where we are processing your personal information. 

  • Request the restriction of processing of your personal data. 

  • Request the transfer of your personal data to another party. 

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