How we use your information
Visitors to our websites
Visitors to our social media channels
People who submit their information to us via online contact forms, emails, social media or face-to-face and telephone conversations
People who use Right at Home services
Job applicants and current and former employees
The third-party systems and providers we use
Access to personal information
Disclosure of personal information
Links to other websites
Changes to this policy
Visitors to our websites
When someone visits https://www.rightathomeuk.co.uk/north-somerset/ we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors we receive to various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will do this in an honest, transparent way. We will make it clear when we collect personal information and will explain what we intend to do with it.
A 'cookie' is a small text file which attaches to your hard drive and from which it can store and sometimes track information on how you make use of a particular website.
You may set your browser to automatically reject all cookies. It is also possible to set your browser to notify you if a cookie has been sent to you so that you can, at your discretion, accept or reject that particular cookie. However, please note that you may not be able to use the full service on our website or other websites without cookies.
Further detailed information on cookies can be found at: http://www.allaboutcookies.org/
Type of Cookie and Purpose:
_gat_UA-45621994-1 _gid _ga __utma __utmc __utmz*
Third Party Cookies* -
These cookies collect information about how visitors use our website. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to our website, where our visitors have come from and the pages they have visited. The information obtained does not identify anyone.
You can also click on this link if you want to opt out of Google Analytics.
WordPress cookie for a logged in user.
WordPress test cookie
Wordpress also sets a few wp-settings-[UID] cookies. The number on the end is your individual user ID from the user's database table. This is used to customise your view of admin interface, and possibly also the main site interface
To identify your unique session on the website
To ensure that you are recognised when you move from page to page within the site and that any information you have entered is remembered.
*These cookies are provided by a third party who could change their cookies in future, outside of our control. We will review this policy regularly for any such changes but recommend you check their website(s) for more recent updates. The websites to which the site may be linked may also make use of their own cookies to collect information from you.
Website search engine
Our website search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either Right at Home North Somerset or any third party.
We use a third-party provider, www.MailChimp.com, to deliver our e-newsletters. We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletter. For more information, please see https://MailChimp.com/legal/privacy/
Security and performance
Right at Home North Somerset uses a third-party service to help maintain the security and performance of the Right at Home North Somerset website. To deliver this service it processes the IP addresses of visitors to the Right at Home North Somerset website. For more information, please see https://sucuri.net/website-security/how-we-do-it
We use a third-party provider to publish our website and content and some of our microsites. These sites are hosted by a third party on our behalf, through a Service Level Agreement. We use a WordPress installation and may collect anonymous information about users' activity on the site, for example, the number of users viewing pages on the site, to monitor and report the effectiveness of the site and help us improve it. For more information about how WordPress processes data, please see Automattic's privacy notice.
Visitors to our social media channels
Right at Home has an active presence on several external social channels including Facebook, Twitter, LinkedIn, Instagram, YouTube and Google Plus ("our social media channels") from which we post company news and content which may be of interest to our connections. We may use Hootsuite, a social media management tool, to post messages.
While Right at Home has official profiles on external social media channels this does not mean that we endorse those channels or the companies that own them, or that we are responsible for their products or services.
If you access external social media channels, you do so at your own risk and Right at Home is not responsible for any losses or other damages which you may suffer as a result of its use.
The social media channels we use have their own terms and conditions and you need to comply with those terms as well as ours.
When you use any of our social media channels we may record and retain information (anonymous or otherwise) about you. This may include your use of our sites and the frequency of your visits. The individual social media channels may also be permitted to share certain information with us in accordance with your personalised privacy settings on those channels.
By using our social media channels and providing us with, or posting personal information to our social media channels, you are agreeing that you accept these terms. If you disagree with any of these terms you should not access our social media channels.
People who submit their information to us via online contact forms, emails, social media or face-to-face and telephone conversations
Your personal data will enable Right at Home to keep you updated with relevant information about our services. Our communications with you may be via post, telephone or e-mail and may originate from Right at Home North Somerset.
We will not pass your details onto third-parties for marketing purposes.
You will be entitled to opt-out of receiving a chosen communication at any time, by following the unsubscribe directions provided (if appropriate) or by contacting our office via the "Contact Us" section of our website.
People who contact us via online forms
When a visitor submits an enquiry form on our website, the form will only require you to enter information which is vital for the purpose of the form, to ensure we can give you the intended response.
When a contact form is submitted, the site takes the information and outputs an email to the designated email address for that enquiry. Please see 'People who contact us via email' for detail on how this data will be handled. The enquiry is also saved to the website's primary database using the 'Flamingo' plugin. The data is retained on the website for six months before it is deleted. This data can be accessed by a restricted team of staff members with their own login information.
People who contact us via email
Our emails are backed up using secure, tier 3 military grade data centres replicated around the country. The relevant information will be taken from the email, used for its intended purpose and stored securely. The email will then be deleted.
We will also monitor any emails sent to us, including file attachments for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.
People who contact us via social media
Please be aware that:
(a) our social media channels are public and any contribution you make will be available for anyone to see; and
(b) messages sent over the Internet or via mobile applications may not be completely secure as they are subject to possible interception or loss or possible alteration. This is not within our control and so we are not responsible for them and will not be liable to you or anyone else for any damages or otherwise, in connection with any message sent by you to us, or any message sent by us to you over the Internet or through a mobile application.
We are always striving to understand our customers better, so we may also record comments and opinions that you make publicly on our social media channels.
If you send us a private or direct message via social media, the message will be stored by the social media channel and Hootsuite for three months. It will not be shared with any other organisations.
People who contact us via telephone or face-to-face
When we speak to you regarding our business, we may take contact details from you to progress our conversation with you. We will only take your contact details if you provide us with them and by doing so, you agree to us holding these details and, if relevant, sharing these details with relevant persons within our business. We will not share your details with people outside our business without your permission.
People who make a complaint to us
When we receive a complaint from a person we will create a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.
We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.
We usually have to disclose the complainant's identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person's record is in dispute. If a complainant doesn't want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.
Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues, and to check on the level of service we provide.
Usually we do not identify any complainants unless the details have already been made public.
People who use Right at Home North Somerset services
Right at Home North Somerset is a provider of Home Care Services.
We must hold the details of the people who enquire about our services in order to provide our services or the relevant information. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have requested to become a Right at Home North Somerset Client, to carry out a survey to find out if they are happy with the level of service they received.
Your personal details may also be used for:
- The purpose of processing payment for services and as such will be held on our accountancy system Xero and will also be held by our card payment provider, Card Saver.
-The purpose of scheduling your package of Home Care and as such will be held on our scheduling system Webroster.
-The purpose of electronic monitoring and record keeping and as such will be held on our electronic monitoring System Webroster and PASS.
We may disclose Personal Data (including Sensitive Personal Data) to third parties in certain limited circumstances, such as to our CareGivers, or to any other person or party if we believe such disclosure is in your best interest; appropriate for the performance of the Services; or is required as a matter of law. If another person or organisation is paying your fees, and / or has agreed to guarantee your obligations under your Agreement for the supply of care services, details of their name, address and payment record may also be submitted to a third party.
Job applicants, current and former Right at Home North Somerset employees
Right at Home North Somerset is the data controller for the information you provide during the process unless otherwise stated. If you have any queries about the process or how we handle your information, please contact us via the "contact us" area of our website.
What will we do with the information you provide to us?
All of the information you provide during the process will only be used for the purpose of progressing your job application, or to fulfil legal or regulatory requirements if necessary.
We will not share any of the information you provide during the recruitment process with any third parties for marketing purposes and will not share any of your information outside of the European Economic Area. The information you provide will be held securely by us and/or our data processors, whether the information is in electronic or physical format.
We will use the contact details you provide to us to contact you to progress your application. We will use the other information you provide to assess your suitability for the role you have applied for.
What information do we ask for, and why?
We do not collect more information than we need to fulfil our stated purposes and will not retain it for longer than is necessary.
The information we ask for is used to assess your suitability for employment. You don't have to provide what we ask for, but it might affect your application if you don't.
We ask you for your personal details including name and contact details. We will also ask you about your previous experience, education, referees and for answers to questions relevant to the role you have applied for. Our recruitment team will have access to all this information.
You will also be asked to provide equal opportunities information. This is not mandatory information; if you don't provide it, it will not affect your application. This information will not be made available to any staff outside of our recruitment team, including hiring managers, in a way which can identify you.
Any information you do provide, will be used only to produce and monitor equal opportunities statistics.
Our hiring managers shortlist applications for interview. They will not be provided with your name or contact details, or with your equal opportunities information if you have provided it.
We might ask you to participate in assessment days, complete tests or occupational personality profile questionnaires, and/or to attend an interview - or a combination of these. Information will be generated by you and by us. For example, you might complete a written test, or we might take interview notes. This information is held at Right at Home North Somerset.
If you are unsuccessful following assessment for the position you have applied for, we may ask if you would like your details to be retained in our talent pool for a period of six months. If you say yes, we would proactively contact you should any further suitable vacancies arise.
If we make a conditional offer of employment we will ask you for information so that we can carry out pre-employment checks. You must successfully complete pre-employment checks to progress to a final offer. We are required to confirm the identity of our staff, their right to work in the United Kingdom and seek assurance as to their trustworthiness, integrity and reliability.
You may therefore be required to provide:
Proof of your identity - you will be asked to attend our office with original documents. We will take copies.
Proof of your qualifications - you will be asked to attend our office with original documents. We will take copies.
You will be asked to complete a criminal records declaration to declare any previous convictions.
Relevant personal details to complete an application for an enhanced Criminal Record check via the Disclosure and Barring Service, which will verify your declaration of previous convictions, cautions, reprimands, final warnings, information held by the police. This check will also identify if you are on any barred lists.
Referee details - We will contact your referees, using the details you provide in your application, directly to obtain references.
Health related information - We will also ask you to complete a questionnaire about your health. This is to establish your fitness to work.
If we make a final offer, we will also ask you for the following:
Bank details - to process salary payments
Emergency contact details - so we know who to contact in case you have an emergency at work
Membership of a previous pension scheme with Right at Home North Somerset; if applicable - so we can send you a questionnaire to determine whether you are eligible to re-join your previous scheme.
Use of data processors
Data processors are third parties who provide elements of our recruitment service for us. We have contracts in place with our data processors. This means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any organisation apart from us. They will hold it securely and retain it for the period we instruct.
Your details will be provided to NEST Pension, who provide a workplace pension scheme to employees. You will be auto-enrolled into the pension scheme and the details provided to The People's Pension will be your name, date of birth, National Insurance number and salary. Your bank details will not be passed to NEST at this time.
We currently use a third party, "Morris & Co" to process payroll and as such, the details which will be provided to our payroll provider will be your name, address, date of birth, National Insurance number, P45, salary and bank account details.
If we make you a conditional offer, we will ask that you complete a questionnaire which will help to determine if you are fit to undertake the work that you have been offered or advise us if any adjustments are needed to the work environment or systems so that you may work effectively.
We will send you a link to the questionnaire or ask that you fill in a paper-based version. The information you provide will be held on file for the duration of your employment and for 6 years following the end of your employment. You can request to see the report before it is sent to us. If you decline for us to see it, then this could affect your job offer.
How long is the information retained for?
If you are successful, the information you provide during the application process will be retained by us as part of your employee file for the duration of your employment plus 6 years following the end of your employment. This includes your criminal records declaration, fitness to work, records of any security checks and references.
If you are unsuccessful at any stage of the process, the information you have provided until that point will be retained for 6 months from the closure of the campaign.
Information generated throughout the assessment process, for example interview notes, is retained by us for 6 months following the closure of the campaign.
Equal opportunities information is retained for 6 months following the closure of the campaign whether you are successful or not.
How we make decisions about recruitment?
Final recruitment decisions are made by hiring managers and members of our recruitment team. All of the information gathered during the application process is considered.
You can ask about decisions made about your application by contacting our office with your request, who will direct your enquiry appropriately.
The third-party systems and providers we use
The third-party systems we use are:
We use Webroster to manage customer and employee information and to schedule home care services
We use PASS to monitor care calls, provide care plan information to our CareGivers, and provide electronic alerting
We use Xero to manage our accountancy and payroll requirements
We use Azura as our internal intranet system
My Learning Cloud
We use the My Learning Cloud to track and deliver training requirements
We use DropBox to store and share essential documents for the key functionality of the business
We use WeTransfer to share large files and images
We use 4Com to manage our out-of-hours incoming calls.
We use Outlook as our email system
We use Teamtailor to receive and follow up on job applications
We use Voipfone to handle our telephone calls, and calls may be recorded on Voipfone’s secure platform for quality control and training purposes
We may assist you in obtaining DBS clearance, in which case we will enter your personal information onto the Ucheck website
The third-party providers we use are:
Morris & Co - payroll
Neathouse Partners - HR
My Learning Cloud - eLearning
MCS - IT support
NEST Pension- pension provider
CardSaver- card payment provider
Please note that this list is not exhaustive and represents our current primary third-party providers and systems, which are updated on a regular basis.
Right at Home North Somerset tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this policy very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.
This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Right at Home North Somerset collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent in writing to the address below.
Access to personal information
Right at Home North Somerset tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a 'subject access request' (SAR).
If we do hold information about you, we will:
provide you with a description of the information we hold;
tell you why we are holding it;
tell you who it could be disclosed to; and
let you have a copy of the information in an intelligible form.
Anyone wishing to make a SAR to Right at Home North Somerset for any personal information, should do so by putting the request in writing to the address provided below.
If you agree, we will try to deal with your request informally, for example, by providing you with the specific information you need over the telephone.
If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting our data controller at the address below.
Disclosure of personal information
In many circumstances we will not disclose personal data without consent. However, when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies.
You can also request further information on the following, by writing to us at the address provided below:
agreements we have with other organisations for sharing information;
circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics;
our instructions to staff on how to collect, use and delete personal data; and
how we check that the information we hold is accurate and up to date.
Links to other websites
This privacy notice does not cover the privacy of the websites which are linked up through our website. We encourage you to read the privacy statements on the other websites which you visit.
Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 18/10/2019.
Right at Home North Somerset
137 Pastures Avenue
Please read the following Terms and Conditions carefully before using the Right at Home UK website.
Right at Home: Our Services
Right at Home is a franchisor of companies providing home care for the care of persons with age-related or physically debilitating needs. The Website offers information regarding our franchise offering and home care services, and editorial content regarding home care and franchising.
The information provided in The Website is not intended to, nor should it in any way, replace medical consultations with qualified health or medical professionals to meet your individual health or medical needs, or those of your loved ones. Any information obtained through The Website, pertaining to any care matter, is provided without the benefit of a thorough professional assessment and evaluation and therefore cannot be relied upon as a professional opinion or a recommended course of action in your specific situation. Please keep this in mind while making use of The Website and the information, documents and content provided on The Website.
Restrictions On Use of The Website and Its Contents
The Website is owned and operated by Right at Home UK. All information, documents and content appearing on The Website, including without limitation the text, site design, logos, graphics, icons and images, trademarks and service marks, and copyrighted material, as well as the selection, assembly and arrangement thereof, are the sole property of Right at Home UK. You agree to use the information, documents and content of The Website only for your personal use and for no other purpose.
Rules of User Conduct
By posting information in or otherwise using any communications service, chat room, message board, newsgroup, software library or other interactive service that may be available to you on or through The Website, you agree that you will not upload, post or otherwise distribute or facilitate distribution of any content, including without limitation text, communications, software, images, sounds, data or other information, that:
victimises, harasses, degrades or intimidates an individual or group of individuals on the basis of religion, gender, sexual orientation, race, ethnicity, age or disability;
infringes on any patent, trademark, trade secret, copyright, right of publicity or other proprietary right of ours or any third party;
constitutes unauthorised or unsolicited advertising, junk or bulk email (also known as “spamming”), chain letters, any other form of unauthorised solicitation or any form of lottery or gambling;
contains software viruses or any other computer code, files or programs that are designed or intended to, or actually do, disrupt, damage or limit the functioning of any software, hardware or telecommunications equipment or to damage or obtain unauthorised access to any data or other information of any third party;
or impersonates any person or entity, including any employee or representative of us.
You agree that you will not misuse or abuse account access and passwords, and that you are solely responsible for all conduct and transmissions that take place under your account access and passwords.
No Medical Advice or Recommendations
The Website offers information, tools and resources to manage the care of persons with age-related and physically debilitating needs. Right at Home does not provide medical advice through The Website or through any services offered on The Website. We are not a medical referral service and The Website does not provide medical referrals, or make recommendations or endorsements for any healthcare providers.
While Right at Home endeavors to provide the most accurate, up-to-date information available, the documents, content and information contained on The Website may, at times, contain technical inaccuracies, typographical errors, and other errors or mistakes and may be changed or updated without notice. We cannot guarantee or warrant that the content or other information provided through The Website will be accurate or up-to-date or that the procedure for purchasing products and/or services will operate correctly. In the event any service or product is listed at an incorrect price or is not actually available due to incorrect supplier information or other error, we shall have the right to refuse or cancel orders placed for the products or services listed at the incorrect price or actually unavailable, regardless of whether your credit card has been charged and the order has been confirmed. Information on price and availability is subject to change without notice. We are not responsible for any service interruptions on The Website or its availability to you.
The Website and the information, content and documents on The Website are provided by us on an “as-is” basis. Right at Home makes no representations or warranties of any kind with respect to any of the products or services sold through The Website and hereby disclaim any implied warranties with regards thereto. We do not warrant the accuracy, completeness, currency or reliability of any of the content, information and documents found on The Website. You acknowledge that any reliance on any such content, information and documents shall be at your sole risk.
To the full extent permissible by applicable law, Right at Home disclaims all representations and warranties of any kind, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, as to the operation of The Website, and the information, content, and documents included on The Website and we disclaim all representations and warranties of any kind, express or implied, with regard to title or ownership of the content, information and documents on The Website.
Limitation of Liability
Right at Home shall not be liable for any damages to or viruses that may infect your computer equipment or software on account of your use of The Website. To the full extent permissible under applicable law, we shall not be liable to you or any other person under any contract, tort, strict liability or other legal theory for any damages of any kind relating to the use or attempted use of The Website, its content, information, documents or links, including, but not limited to, special, exemplary, indirect, consequential, incidental, or punitive damages (including but not limited to, lost profits or lost savings).
The Website may contain links to other Websites on the Internet that are owned and operated by third party vendors and other third parties. Right at Home is providing these links solely as a convenience. The appearance of a link does not imply our endorsement of the link or site, nor are we responsible for the content of any linked site. Links do not imply that we are affiliated with or associated with, or that we are legally authorised to use, any trademark, or copyright or other propriety rights displayed in or accessible through the links, or that any linked Web site is authorised to use any trademark, trade name, logo or copyright symbol of ours. You access linked Websites at your own risk and it is your responsibility to take all protective measures to guard against viruses or other destructive elements or programs.
All links to The Website must be approved in writing by Right at Home, except that we consent to links which only: (1) link via a text only link containing the name Right at Home; (2) the link points only to www.rightathomeuk.com and not to deeper pages; (3) the link, when activated by a user, displays that page as a full-screen in a fully operable and navigable browser window and not within a “frame” on the linked Website; and (4) the link and associated information must not create the appearance of any affiliation between us and the Website offering the link to The Website.
Certain content, information and documents from third-party vendors may be made available as part of The Website. Right at Home does not endorse or guarantee the accuracy or completeness of this content, information and documents and all of such content, information and documents are the sole responsibility and liability of such third-party vendors.
Compliance With Laws
User Responsibilities, Communications, Feedback, and Submissions
By using The Website, you represent that you are of sufficient legal age to use The Website and to create binding legal obligations for any liability you may incur as a result of your use of The Website. You agree not to use The Website or any content, information and documents contained on it for any illegal or inappropriate activities.
Right at Home welcomes your comments and feedback regarding The Website. All comments, feedback, ideas, suggestions and other similar submissions disclosed, submitted or offered to us while using The Website or otherwise (collectively, “Submissions”) are not confidential and will become and remain our property. We shall be entitled to use, display, publish, reproduce, modify, transmit, sublicense, translate and create derivative works from and distribute these Submissions in any medium and through any method of distribution, transmission or display for any purpose whatsoever, commercial or otherwise, without compensation or any other obligation to the provider of the Submissions.
Collection of Information
Termination of Usage
You agree to defend and indemnify Right at Home from and against any claim, cause of action or demand, including without limitation reasonable legal and accounting fees, brought against us as a result of your wrongful use of The Website or your use of The Website in violation of the Terms and Conditions.
“Right at Home”, “Right Care” and “Dementia DELAY” are our trademarks and/or service marks. All such trademarks, trade names and service marks are proprietary to us, and may not be used in connection with any product or service that is not ours, in any manner that is likely to cause confusion among customers or in any manner that disparages or discredits us, without our written permission. All other trademarks, product names and company names and logos are the property of their respective owners.
How to Contact Us
Please feel free to contact Right at Home to resolve a complaint regarding any aspect of service relating to The Website.
(+44) 0151 3050770
Right at Home UK.
4B Burlington House, Crosby Road North, Waterloo, Liverpool L22 0P