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How we collect information from you

We collect information in various ways: face to face when you meet our staff, completion of forms, self referrals to our services, referrals to our services by third parties (family members, social services, health professionals etc.) and this information can be collected in writing, or taken over the telephone, by email or by fax.


Personal data protection principles

We adhere to the principles relating to Processing of Personal Data set out in the GDPR which require Personal Data to be:

(a)      Processed lawfully, fairly and in a transparent manner (Lawfulness, Fairness and Transparency).

(b)      Collected only for specified, explicit and legitimate purposes (Purpose Limitation).

(c)       Adequate, relevant and limited to what is necessary in relation to the purposes for which it is Processed (Data Minimisation).

(d)      Accurate and where necessary kept up to date (Accuracy).

(e)      Not kept in a form which permits identification of Data Subjects for longer than is necessary for the purposes for which the data is Processed (Storage Limitation).

(f)        Processed in a manner that ensures its security using appropriate technical and organisational measures to protect against unauthorised or unlawful Processing and against accidental loss, destruction or damage (Security, Integrity and Confidentiality).

(g)      Not transferred to another country without appropriate safeguards being in place (Transfer Limitation).

(h)      Made available to Data Subjects and Data Subjects allowed to exercise certain rights in relation to their Personal Data.


What type of information is collected from you

To enable us to work with you and provide our services we need to hold the following information:

Personal information: Your name, address, contact number and next of kin contact details

Personal sensitive information: We also need demographic details such as disability, age, gender, ethnicity to report back to our funders and to review the impact of our services and monitor against our strategic objectives.

Personal information: Your bank details if you use our paid for Help in the Home Service or our Active Ageing services.  


How is your information used?

Your information is used to enable staff to visit or ring you as arranged, to provide you with information and advice on request, provide domestic cleaning services if arranged, support you following discharge from hospital, process donations, legacy claims and to help Age UK Herts provide any other service you wish to access.


Who has access to your information

Age UK Hertfordshire work in partnership with other organisations in Hertfordshire to provide services. To enable us to do this effectively and safely we may share your information with the following organisations (this list is accurate as per the date of the policy and will be updated whenever an organisation begins or ends partnership working with Age UK Hertfordshire). Information is shared on a need to know basis, and access is limited to those staff within the organisations who need it to carry out their work.

Hertfordshire County Council

Hertswise Partnership – Hertfordshire Independent Living Services, Herts MIND Network, Carers in Herts, Age UK Dacorum, Howard Cottage Housing Association, PoHwer, CareLine, North Herts Minority Ethnic Forum

Hospital Community Navigator Scheme – British Red Cross, Watford and Three Rivers Trust, Dacortium (Age UK Dacorum, Community Action Dacorum, The Centre in the Park, Drug Link, DENS, Signpost, CAB, Relate Dacorum Watford and Three Rivers, Volunteer Centre Dacorum, Mediation Hertfordshire)

Age UK National


Your choices – How to change the way you are contacted/opt out

If at any time in the future you decide to change the way we contact you, or you do not wish to be contacted by us, please let us know by any of the following methods:

  • By telephone: 01707 323272
  • By email:
  • In writing: Data Protection Officer, Age UK Hertfordshire, 1st Floor, Beane Bridge House, 34 Chambers Street, Hertford, SG14 1PL


How you can access and update your information

If you would like to access a copy of the data we hold, please put the request in writing and hand it to a member of staff/post it to the address above/email it to the email address above. You will not be charged for this service.


How long is your data held by us?

Your data will be held by us during the time you access our services and we will contact you every two years to refresh your consent. When you are no longer being supported by our services, we will continue to hold your data for seven years. Under the General Data Protection Regulation (GDPR) you can request for your data to be removed from our system at any time.