Privacy Notice

Premium Community Care Ltd (company number 07697782) is the data controller for the information described in this notice. That means we decide why your information is collected and what happens to it. Our office is at 86 Digbeth, Birmingham, B5 6DY. We are a private company providing home care. We are registered with the Care Quality Commission (CQC) to provide the regulated activity of Personal care. Our current CQC rating is Good. You can read our inspection report at https://www.cqc.org.uk/location/1-340793978. We are not part of the NHS and we are not a council. We are registered with the Information Commissioner's Office (ICO) as a data controller, and you can find our entry by searching our name on the ICO's public register at https://ico.org.uk/ESDWebPages/Search. If you would like our registration number, email info@premiumcommunitycare.com and we will give it to you. One senior person here is responsible for data protection, and every question about this notice reaches them. You can contact them by phone on 0121 643 9808, by email at info@premiumcommunitycare.com, or by writing to Premium Community Care Ltd at 86 Digbeth, Birmingham, B5 6DY and marking your letter for the attention of the person responsible for data protection. If we ever appoint a formal Data Protection Officer, we will publish their contact details in this notice.

Before anything else, one important point. This website is not an emergency service and our forms are not monitored around the clock. If someone is seriously ill or in danger, call 999. For urgent NHS advice, call 111. This notice covers the information we collect through this website, and the information we hold about the people we care for and about people who apply to work with us. We show this notice at the point we collect your information. Every form on this site links to this page next to the button you press to send it, so you can read it before you decide to share anything.

Across our six forms, the most we ever ask for is your name, your email address, your phone number, the town or area you are in, an optional postcode, how and when you would prefer us to reply, and a free-text message. If you are referring someone else we also ask for your organisation, and for that person's initials. Job applicants also give a CV, an optional supporting statement, an optional note about adjustments, and confirm they have the right to work in the UK. Nothing on this website is compulsory. You do not have to use a form at all, and you can phone us on 0121 643 9808 instead. But where a field is marked as required, we do need it to do what you are asking: we cannot reply to an enquiry with no way to contact you, and we cannot consider a job application without a CV. There are some things this website simply does not ask for anywhere. It is worth saying plainly what they are.

This covers the contact form, and the shorter enquiry form that appears on each care service page and each area page. We ask for your name, email address and phone number, how you would prefer us to reply, which service your question is about, and your message. If you enquire from a service or area page, we save which page you were on, so we can see what you were reading. We also save the page address you sent the form from. We use this to answer your question, to arrange a call or a visit if you want one, and to follow the enquiry up in our internal dashboard until it is closed. We handle your enquiry because you have asked us to take steps before a possible care contract, or, if you are not a prospective client yourself — for example you are a professional, or a relative asking on someone else's behalf — because we have a legitimate interest in responding to people who contact us. We think you would expect us to reply, and replying is the whole point of the form. The precise legal basis for each is set out in 'The exact legal basis for each part of this notice', near the end of this document.

The care assessment form asks for your name, email address and phone number, who the care is for and what support is needed, your area or town, an optional postcode, the best times to reach you, and anything else you would like us to know. We use this to arrange a free, no-obligation assessment at home, and to manage that request through to a visit. We handle this because you have asked us to take steps before a possible care contract, or, where you are a relative arranging care for someone else, because we have a legitimate interest in arranging the care that person needs. This is the form on which people are most likely to tell us something about health, even though we ask them not to. Where that happens, we are entitled to hold it because health and social care processing has its own, stronger legal basis under data protection law, and because we are a CQC-registered provider of Personal care whose staff are under a duty of confidentiality. The exact articles and paragraphs for this section are set out in 'The exact legal basis for each part of this notice', near the end of this document.

The referral form is for professionals, organisations and family representatives arranging care on somebody else's behalf. We deliberately ask for less than you might expect. We collect your name, your organisation, your email address and your phone number. About the person being referred, we ask only for their initials — and even that is optional — plus the area or town and a brief, high-level summary of the support needed. The form says so on screen: 'Initials only — not their full name', and 'Please share only the minimum information needed for an initial response. Do not send detailed care records here.' The form is designed so the person being referred is identified only by their initials. If a referrer nonetheless includes their name in the free-text summary of support needed, we treat that information with the same care as any other information about them. For your own contact details as the referrer, we rely on our legitimate interest in handling professional referrals. For the limited information about the person being referred, we rely on taking steps at your request before a possible care contract and on that same legitimate interest, and where a referral is urgent and someone is at risk, on protecting their vital interests. Any health information in your summary is handled under the stronger legal basis that applies to health and social care data. The exact articles and paragraphs are set out in 'The exact legal basis for each part of this notice', near the end of this document.

Sometimes we receive information about a person who has not contacted us themselves. That person has a right to know, so this section is for them. When a referral is made through this website, the referrer must confirm on the form that you — or your representative — know about the referral and have agreed to it. That confirmation is the referrer meeting their own professional obligation to you. It is not the legal basis we rely on to hold your information, and we do not treat it as your consent. Because the form takes initials only, at the point a website referral arrives we usually cannot identify you well enough to write to you. So this is what happens instead. We also receive referrals away from this website — from a council's brokerage or social work team, a hospital discharge team, a district nurse, a GP surgery or another care provider. Those referrals usually do name you and describe your needs. The same duty to tell you applies, and because we can identify you, we write to you or your representative with this information within one month of receiving the referral, unless you already have it or the council has already given it to you.

The complaints form asks for your name, your email address or your phone number (at least one, so we can reply), and your feedback or complaint. Alongside your message we record the steps we take: when we acknowledged it, when a response is due, when we responded, what the outcome was, and whether the Local Government and Social Care Ombudsman has been told. For a formal complaint, we handle it because we have a legal obligation to — Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 requires us to operate a complaints system and to give the CQC a summary of complaints and our responses if they ask for it. For general feedback that is not a complaint, we rely on our legitimate interest in improving our care. Any health information in your message is handled under the stronger legal basis that applies to health and social care data. The exact articles and paragraphs are set out in 'The exact legal basis for each part of this notice', near the end of this document. Because of that legal duty, complaints are the one type of record our system will not let staff delete. We explain this again under 'How long we keep information'. If you would like a copy of our complaints procedure, which sets out the stages and what to expect, ask us and we will send it to you.

This section is our recruitment privacy notice. When you apply, the tick box on the form records that you were shown it. When you apply for an advertised vacancy we collect your first name and last name, your email address, your phone number, an optional postcode, your CV, an optional supporting statement, and an optional note about any adjustments you need to the process. You also confirm, by ticking a box, that you have the right to work in the UK. We use this to consider you for the role: to shortlist, to contact you, and to manage your application through the process. We email you a reference number so you can quote it if you get in touch. We handle your application because you have asked us to take steps before a possible employment contract. If you are not appointed and we keep your application on file for the period described below, we rely instead on our legitimate interest in keeping a record of our recruitment decisions and in being able to contact you about a similar role. The 'reasonable adjustments' box is the one place on this website where we invite you to tell us about a disability or health condition. If you do, we handle it because of our obligations under employment law — specifically the duty to make reasonable adjustments under section 20 of the Equality Act 2010. We keep an appropriate policy document covering how we handle that information, as the law requires. The exact articles and paragraphs are set out in 'The exact legal basis for each part of this notice', near the end of this document. Your CV is unstructured, so it may contain more than we asked for. Please only include what you are comfortable sharing. Whatever it contains is protected as described under 'How we protect your information'.

This website does not collect any criminal record information at all. There is no DBS question, no certificate number, no update-service field and no conviction declaration on the application form or anywhere else on this site. The 'right to work in the UK' item on the form is a single tick box. We do not collect a passport, a visa, a share code or any immigration document through this website. If you are offered a role, we will then arrange a DBS check and take references. That happens after an offer, away from this website, and we will explain at the time what is collected, why, and on what basis — including the employment condition in Schedule 1, Part 1, paragraph 1 of the Data Protection Act 2018 and, where safeguarding is engaged, the condition in Schedule 1, Part 2, paragraph 18, which together let a care provider handle criminal-offence information. We keep an appropriate policy document covering that too.

This notice is about our website, the people we care for, and people who apply to work with us. It is not the notice for our employees and care workers. If you work for us, the information we hold about you as a member of staff — your employment record, training, supervision, rotas, pay, and your DBS check — is explained separately, in writing, when you join us. If you have not been given that explanation, or you would like another copy, email careers@premiumcommunitycare.com and we will send it to you.

Care records are not held on this website. They are kept in our care management system and, where relevant, in paper files at our office. We will tell you which care management system we use if you ask — email info@premiumcommunitycare.com. We hold what we need to plan and deliver your care safely: your contact details, your next of kin or representative, your care and support plan, risk assessments, daily notes about the visits we make, medication records where we support you with medicines, and correspondence with your GP, your social worker or your family. We handle this because we have a contract with you or with the council that arranges your care, because we have legal duties as a registered provider, and because of our legitimate interest in running a safe service. For health information — which is most of a care record — we rely on the legal basis that exists specifically for the provision of health or social care and the management of health and social care services. Where we must share something to protect an adult at risk, we rely on protecting their vital interests, or on the specific safeguarding condition that applies. The exact articles and paragraphs are set out in 'The exact legal basis for each part of this notice', near the end of this document. We do not rely on your consent to deliver regulated care, and we want to be clear about why. Consent has to be freely given and freely withdrawable. You cannot sensibly withdraw consent to the record of a visit that has already happened, and we would still have to keep it for the CQC. Saying we relied on consent would give you a right we could not honour. Article 9(2)(h) is the correct and honest basis. It does not reduce your rights — it just describes them accurately. This is separate from asking your permission for things that genuinely are optional, such as using a photograph of you or publishing something you have said about us. Those we do ask for, we record how and when you gave permission, and you can withdraw it at any time.

This notice spends a lot of time on our forms, but most of what we are told arrives another way. This section covers those routes. When you phone us, a member of staff writes down what you have told us and adds it to your enquiry or, if you are receiving care, to your care record. If we ever start recording calls, we will say so at the start of the call and explain why. If you leave a voicemail, we write down what you said and then delete the message. Emails and letters are handled in the same way, and are kept alongside the record they relate to. If we arrange something with you by text message, we keep it to practical details such as a visit time. Once you are receiving care from us, most information about you is held in our care management system rather than on this website. Some home care providers use an app that records when a carer arrives at and leaves a person's home. If we use one for your care, we will explain in your care plan what it records and who sees it. We would rather you phoned than typed sensitive details into a form. Call 0121 643 9808 during Monday to Friday, 9am to 4pm. Outside those hours, this website is not monitored — in a medical emergency call 999, and for urgent NHS advice call 111.

Health information, and information about things like your ethnicity, religion or beliefs, is called 'special category data'. The law gives it extra protection. This website is designed not to collect it. There is no health field anywhere on it. On top of that, the forms actively ask you not to volunteer it.

Every form on this site has a tick box confirming you have read this notice and are happy for us to reply to you. We record that you ticked it, which form it was on, and when. That tick box is an acknowledgement that this notice was put in front of you. It is not the legal basis on which we hold your information — as set out above, that is contract, legal obligation or legitimate interests, depending on why you contacted us. We are being precise about this deliberately. If we called it consent, you would have a right to withdraw consent and expect everything to stop, and that is not how a care enquiry, a complaint record or a job application actually works. Describing it accurately means the rights we tell you about are rights we can genuinely deliver. On the referral form, the box you tick as a referrer confirms that the person being referred, or their representative, agreed to the referral. That is your professional assurance to us about them. It is not their consent to us, and we do not rely on it as our legal basis.

We do not sell your information, and we never share it for marketing. We share it only where we need to for your care, where the law requires it, or where a company works for us under contract. Depending on your situation, we may share information with the following.

We look after older and vulnerable adults. Sometimes protecting somebody matters more than keeping their information private. We would rather you knew that in advance than found it out afterwards. If we believe an adult is at risk of abuse, neglect or serious harm, we will share what we know with the local authority safeguarding team, the NHS or the police — and we will do it without asking for consent first, because we have a legal duty to and because it protects that person's vital interests. For health information, we rely on the safeguarding-specific legal basis that data protection law provides. The exact articles and paragraphs are set out in 'The exact legal basis for each part of this notice', near the end of this document. The council may then carry out an enquiry under section 42 of the Care Act 2014. We will normally tell the person concerned what we have shared and why. We will not tell them if doing so would put someone at greater risk, or would get in the way of a police or council investigation. As a registered provider we also have to notify the CQC about certain events involving individual people — for example a death, a serious injury, an allegation of abuse, or an authorisation depriving someone of their liberty. Those notifications are required by regulations 16 to 18 of the Care Quality Commission (Registration) Regulations 2009. They are separate from the complaint summaries described above.

We say elsewhere in this notice that we do no marketing. Here is what that means in practice, rather than only what it rules out. We will contact you about the thing you contacted us about, and nothing else. We do not make marketing calls, and we do not send marketing texts or marketing emails. There is no mailing list to join. The automatic email you receive after sending a form is a service message confirming that we have your enquiry — it is not marketing. Our contact and assessment forms ask for a phone number because we usually need to ring you back. We use it to deal with your enquiry and for nothing else. If you would like us to stop contacting you, say so and we will stop, unless we have a legal duty to write to you. The one situation in which your information could appear publicly is a photograph or a testimonial on our website. We publish a photograph of an identifiable person, or a quote attributed to a person, only where we have recorded their permission, or where we own or have licensed the image. We record how and when permission was given and where the written evidence is kept. You can withdraw permission at any time — tell us and we will take it down.

A small number of suppliers process information on our behalf. They act only on our instructions, under written contracts that require them to keep it secure and forbid them from using it for their own purposes.

Privacy notices often describe practices the site does not actually have. Here is what is genuinely true of ours. We can say this with confidence because there is nothing in the website's code that could do any of it. Our security settings also stop your browser loading content from anywhere except this website and Supabase, the company that stores our data and our images for us — so no advertising network, analytics service or tracking script can be added to a page, whether by us or by anyone else.

No decision about you is made by a computer. Every enquiry, assessment request, referral, complaint and job application is read and decided by a person. We do not carry out automated decision-making that produces legal effects or similarly significant effects on you, as described in Article 22 of the UK GDPR, and we do not profile you. Two automated checks do run on our forms, and it is only fair to explain them, because both can quietly stop a message reaching us.

If you are a member of the public browsing this site, our website gives you no cookies at all. You can read every page and send every form without one being set. Our hosting provider may set a small number of technical cookies of its own to keep the site available and secure. Any that appear are listed in our cookie policy. The only cookies our own website sets are for our staff signing in to the private administration area, and for keeping that sign-in secure. There are no analytics, advertising or personalisation cookies, and no third-party cookies. We also store nothing in your browser's local storage or session storage. That is why you will not see a cookie banner on this site. There is nothing here that requires your consent under the Privacy and Electronic Communications Regulations. We are still finalising our cookie policy, which will be the single place that lists each cookie, what it is for and how long it lasts; until it is published, email info@premiumcommunitycare.com if you would like that detail sooner.

When you submit a form, we record the internet address (IP address) your submission came from in our security log, alongside the type of form and a short reference. We do this so we can investigate spam and abuse, and so that a genuine message blocked by our anti-spam check can be traced back and rescued. The IP address is kept in the security log only. It is not stored on your enquiry, assessment, referral, complaint or application itself. We do not use it to identify you, to work out where you live, or to link your visits together. We also store the address of the page you submitted the form from — for example, the particular service page you were reading. This tells us what your enquiry is about. We should be honest about one thing: our security log does not delete itself, so these entries build up over time rather than being removed automatically. If you want your entries removed, ask us and we will consider your request under your right to erasure.

Our database, our file storage and our website hosting are provided by companies that operate internationally. Supabase and Vercel are both US-headquartered companies, and our email delivery provider may be too, so some information may be transferred outside the United Kingdom or accessed from outside it. Where that happens, we make sure your information is protected to a UK standard. If the UK government has formally decided a country's protection is good enough, we rely on that decision. Otherwise we put a contract in place that the UK government has approved for this purpose — the International Data Transfer Agreement, or the UK Addendum to the standard clauses — and we check the supplier's own security as well. You can ask us for a copy of the contract we rely on: email info@premiumcommunitycare.com. We will not state a specific storage country here unless we can point to it precisely. If you want to know exactly where your information is stored today, email info@premiumcommunitycare.com and we will tell you. Care records for the people we support are held in our care management system. If you want to know where that system stores information, email info@premiumcommunitycare.com and we will tell you.

We keep information for as long as we need it, and then we get rid of it. We want to be straightforward about how that actually works today, rather than describing a system we do not have. Deletion is carried out by an authorised member of staff through our administration dashboard, including for job applications once their retention date has passed. However a record is removed, it is removed properly — the record itself, any staff notes attached to it, its history and, for job applications, the CV file in storage. If you want to know how long we will keep something we hold about you, ask us and we will tell you.

These are the measures actually in place on this website and the systems behind it. No system is perfect, and we would rather describe what we do than make claims we cannot stand behind.

A personal data breach means information being lost, destroyed, altered, or seen or taken by someone who should not have it. That includes a laptop going missing, an email sent to the wrong person, and a break-in to one of our systems. If a breach happens and it is likely to put people's rights or freedoms at risk, we report it to the Information Commissioner's Office within 72 hours of becoming aware of it, as Article 33 of the UK GDPR requires. If we cannot give the ICO everything within that time, we give them what we have and the rest as soon as we can. If a breach is likely to put you at high risk — for example if health information about you has been exposed — we will contact you directly and without undue delay, as Article 34 requires. We will tell you in plain language what happened, what information was involved, what we are doing about it, what you should do to protect yourself, and who to contact for more information. Where a breach affects a person's care, we also tell the Care Quality Commission, and we tell the council if it commissions that person's care. We keep a record of every breach, including the ones we decide not to report, and why. If you think something has gone wrong with information we hold, please tell us straight away on 0121 643 9808 or at info@premiumcommunitycare.com. We would much rather hear about it from you than not hear about it at all.

Under the UK GDPR you have the following rights. They are free to use, and you do not need to give a reason. Some rights do not apply in every situation. For example, we cannot delete a complaint record we must keep for the CQC, or parts of a care record we are required to hold. If a right does not apply to something we hold about you, we will tell you which one and why.

Contact us using the details at the end of this notice and tell us what you would like. You can phone, email or write. You do not need to use any particular form of words, and you do not need to mention the law. We normally reply within one month. If your request is complicated, or you have made several, we can extend that by up to two further months — but we will tell you within the first month if we need to, and explain why. We may ask you to confirm who you are before we release information. This is to protect you, not to obstruct you. When you ask for a copy of your information, we look in all the places it could be: the record itself, any notes our staff have added, the history of how it was handled, the record of the notice you were shown, our security log, our email inboxes, and — for job applicants — the CV you uploaded. We will not charge you. We may charge a reasonable fee only if a request is clearly unfounded or excessive, and we will explain first if we ever think that is the case.

Many of the people we care for would find it hard to make a request on their own. Nobody loses their rights because of that. You can ask somebody to act for you — a relative, a friend, an advocate or a solicitor. We will need to see that they have your authority, or that they hold a lasting power of attorney, an enduring power of attorney, or an order appointing them as your deputy from the Court of Protection. Where a person cannot make the decision for themselves, we follow the Mental Capacity Act 2005. We assume a person can decide unless it is shown otherwise, we help them decide where we can, and where they genuinely cannot, we act in their best interests and involve the people close to them. If an independent advocate has been appointed, we work with them. If a relative asks for records about somebody who can decide for themselves, and that person does not want them released, we follow the wishes of the person the records are about. We will explain that to the relative without disclosing anything. Data protection law does not apply to people who have died, so a request about someone who has died is not a subject access request. If you are the personal representative of the estate, or you have a claim arising from the death, you can ask for their health and care records under the Access to Health Records Act 1990. Contact us and we will explain what we need from you.

Our care service is for adults. We are registered with the CQC to provide Personal care, and we do not provide care to children. This website is written for adults and our forms are not designed for children to use. We do not knowingly collect information about children through this site. If we find we are holding information about a child that we do not need, we delete it — unless there is a safeguarding reason to keep it, or the council or the police have asked us to keep it. If you are under 18 and interested in working in care, please email careers@premiumcommunitycare.com before applying, and we will tell you which roles you could do and what we would need from you. If you are a young person contacting us about care for a parent or a grandparent, we will still help you. Where you can, please ask an adult in the family to be involved as well.

Please tell us first. We would much rather put something right ourselves, and we take this seriously. You can use our complaints and feedback form, or contact us using the details below. You also have the right to complain to the Information Commissioner's Office at any time. You do not have to come to us first.

Several sections of this notice describe, in plain English, why we are allowed to hold your information. This section gathers the precise article and paragraph for each of those, for anyone who wants it — a solicitor, an auditor, or simply a reader who likes to check the detail.

We review this notice regularly, and whenever we change how we handle information or introduce a new system. The date this notice was last reviewed, and the date it took effect, are shown alongside it on this page. If we make a significant change, we will say so clearly at the top of this page. If the change affects people we already care for, we will write to them or their representative rather than relying on them noticing an update here. If you would like to know what this notice said at the time you contacted us, ask us and we will tell you. Some details in this notice — our name, address, phone number, email addresses, opening hours and CQC information — are drawn automatically from our site settings, so they stay correct when they change.