Careline Privacy Notice

This Privacy notice explains how Newark and Sherwood District Council process personal data to deliver the Careline Service

The type of personal data we process

We currently collect and process the following categories of personal data:

  • customer name, address & telephone number(s)
  • customer date of birth
  • key safe codes
  • records of any of our contacts with you, your contact with us and any contact from third parties representing you
  • the names, addresses & telephone numbers of any emergency contact, next of kin, or other care provider nominated by you
  • the name address & telephone number(s) of anyone who is registered as someone who has Power of Attorney (PoA) and can act on your behalf.
  • details of other individuals living at your address
  • financial information (including bank account and invoice details)

In addition we process the following special categories of personal data:

  • information relating to any disability, vulnerability, medical issues, support needs or caring responsibilities which is necessary and relevant to the provision of the service 

We will only ask for personal information that is appropriate to enable us to deliver our services. If you do not provide the information we need, then we may not be able to provide all our services to you.

How we collect your data

We collect your information in a number of ways including:

  • when you contact us and make an enquiry, or when an enquiry is made on your behalf
  • any other third party organisation (such as Social Services, NHS, well-being teams etc.) may refer you to us where you have agreed to that referral
  • when your alarm equipment is installed you are required to provide your personal information to the installer
  • when you or your nominated representative advise us of changes in your circumstances

When you provide information about next of kin and emergency contacts we will contact them to confirm their details, and we will then store and use this information in the same way as we use your data.

Why are we collecting your personal data?

We collect, process and store personal information about you, other household members, your next of kin and key holders in order to manage, operate and deliver the Careline service to you.

This includes:

  • delivering services and support to you
  • managing those services we provide to you
  • managing your account charges and payments including any arrears
  • ensuring your contractual obligations are complied with
  • complying with relevant legislation and regulation
  • help investigate any worries or complaints you have about your service
  • check the quality of the service

The lawful basis upon which we process personal data is:

  • Article 6.1(b)  Processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract

The lawful basis upon which we process special category data is:

  • Article 9.2(h) Processing is necessary for the purposes of the management of healthcare services
  • Article 9.2(c) Processing is necessary to protect the vital interests of the data subject where the data subject is incapable of giving consent

Who will we share your personal data with?

As part of the Careline Service, information will need to be shared with other organisations for the purposes of delivering the service, wherever applicable, as follows:

  • departments within Newark and Sherwood District Council who are involved in delivering this service, will have access to your data for their specified purposes only, including the Careline Team, Finance, Housing Services and Customer Services
  • Tunstall Healthcare Ltd, our appointed Data Processor provide all Careline Equipment and manage out of hours emergency call handling
  • other contacts indicated by you and contacts nominated by persons who we believe you have authorised to make those decisions on your behalf
  • your care agency / agencies
  • Adult Social Care
  • emergency services, including the police
  • NHS

We will share your contact details with ViewPoint, a third party data processor who conduct customer satisfaction surveys on our behalf. We will not share your data with third parties for marketing purposes.

How we will process your personal data?

All Careline customer data is maintained on a secure database maintained by Tunstall Healthcare Ltd and on secure Council servers. We do not retain paper files of your personal data, these are all securely destroyed once scanned electronically.

All personal data held as part of a contract is maintained for the duration of that contract plus 6 years.

Exercising your rights

Under the Data Protection Act 2018 and the UK GDPR you have the following rights:

  • the right of access to your own personal data
  • the right to request rectification or deletion of your personal data
  • the right to object to the processing of your personal data
  • the right to request a copy of the information you provide us in machine-readable format
  • the right to withdraw your consent to any processing that is solely reliant upon your consent

Should you wish to exercise any of your rights, you should contact the Data Protection Officer by emailing

Your right to complain

In the event that you wish to complain about the way that your personal data has been handled by Newark and Sherwood District Council, you should write to the Data Protection Officer and clearly outline your case.

If you remain dissatisfied with the way your personal data has been handled, you may refer the matter to the Information Commissioner’s Office whose contact details are below:

Information Commissioner’s Office

Wycliffe House

Water Lane