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Privacy Policy


Privacy Policy and Consent to Use of Data

We are committed to protecting and respecting your privacy and will never give anyone else your personal details such as your name, address or personal circumstances without your explicit permission.

When you join our services or visit our website we might record personal information to help advise, resolve bureaucratic issues, find the right courses to meet your needs, feedback to improve our services or identify those needed to tackle wider issues affecting local people’s lives.

We also need to inform funders on the number of people joining our activities without giving any names or personal details.

 When you come to our services

We’ll always ask for your permission and explain why we need to keep records of your details when you ask for advice, join activities or training courses. We will either ask you to:

  • Sign a consent form;
  • Give permission by telephone for us to record your information;
  • If you’ve been referred to us from another organisation, they’ll ask your permission before sending us your information;
  • By filling out forms about yourself on our website you are consenting to our registering your details for the purposes described above.

What information we ask for:

We’ll only ask for information we need to help. This might include:

  • your name and contact details so we can keep in touch or open a case file to advise on how you might address any issues or problems
  • This means we might also ask for personal information about your work, family, financial circumstances or issues about housing benefits, rent arrears, health issues etc. to better understand your situation and advise on courses for action
  • Information to create statistics on the gender, ethnicity or sexual orientation of service-users so we have a better idea about what sorts of services people come for and what most people need help with. This information is always anonymous – and we will never attach your name to these details – this information just helps monitor the number of different people joining our services and might be recorded on our website, annual report or in press releases to tell people about what we do

                 If you don’t want to give us certain information, you don’t have to.  

We will only access information:

If we need to:

  • To help you resolve an issue or find the right course for you
  • Help us learn who is and isn’t joining our services so we can find out whether there are other services needed by people we don’t work with already
  • To meet legal requirements
  • To investigate complaints
  • To get feedback about what you think about our services
  • Report to funders on the numbers and types of people coming through our doors, this data will always be anonymised;
  • Refer your case, with your permission, to agencies who can better advise or help.

All information is stored in line with Data Protection laws and team members are trained to make sure your information is handled sensitively and securely

Consent to share information with specialist services or trusted partners

If you agree for us to refer you to another organisation for specialist advice or to a trusted partner, we might need to share information about your details so they can help. They will have their own policies on how they use, store and share your data but are contractually required to maintain confidentiality about your circumstance.

Your information might be shared by email or in a telephone conversation which you might be part of depending upon the service or situation, (notes of telephone conversations will be recorded on our secure Client Record Management system)

Where personal data is transferred by email this will always be by a secure encrypted mail service.

If we’re concerned about someone’s safety 

If someone is at serious risk of harm, there might be another specialist service that can help you better than we can. If we think someone is at risk of harm we cannot promise not to speak with someone appropriate about it, this may be an advisor with experience of dealing with a particular issue, the police or social services.

Storing your information If you contact us by phone or face-to-face

Whether you want to join a course or get advice face-to-face, over the phone, by email or by webchat, our team will ask permission and, with your consent, log into our secure Client Record Management system and make a note of your contact details, your circumstances and, depending upon the issue, copies of correspondence which relate to an issue which you are hoping to resolve.

If you do not come back to us within a year, we may delete your information (we review personal data to be deleted annually); if not deleted previously we will delete your information after 6 years.

Emails between you and your adviser are encrypted and stored within the Limehouse Project office email system

If your case has been subject to a serious complaint, insurance claim or other dispute we keep the data for 10 years.

Our case management systems are hosted within the EEA and wherever possible, the UK.
Most of our trusted partners store their data securely within the European Economic Area (EEA) in line with data protection law.

If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.

 Using our website – our privacy policy

When you use our website, we use technology to collect anonymous information about the use of our website through Cookies technology.

We use Cookies technology to track how many people visit our website and which pages visitors view.

Cookies are small pieces of text stored as a file on the computer’s hard drive. They are not computer programmes and only contain and transfer to the web server as much information as the users themselves have disclosed to a certain website.

If you wish to restrict or block the cookies set by Limehouse Project’s or any other website, you can do this by refusing Cookies when a window pops up in your browser settings to ask if you agree to use them.

If you email us with a query, it will also register your name, email address and the nature of your query. If you want to make a complaint, we might also need to check details we might hold about you on our system.

We never share your personal information.

The table below explains the cookies we use and why and the date when data is deleted:-

Name Purpose Expires
_ga Google analytics 30 days
_gid Google analytics 30 days

This does not identify you personally, it simply enables us to compile statistics about our visitors and their use of our website.

Notification of changes to this policy 

We always work to improve our services and the data we collect to make these improvements might change along with the types of technology we use and changes in the law.

If and when our data practices change, we will give notice of any changes on our website which we encourage you to check.

Any questions regarding this policy and our privacy practices can be emailed to data@limehouseproject.org.uk or by writing to The Data Compliance Officer, Limehouse Project, 789-791 Commercial Road, Unit 2 – St Anne Street, London E14 7HG.

Contact us about your data

You can contact us at any time and ask us:

  • what information we’ve stored about you
  • what we use if for
  • to change or update your details
  • to delete your details from our records

Upon receipt of your request and enough information to permit us to identify any Personal Data which might be stored on our system, we will disclose to you what information we hold about you. We will also correct, amend or delete any Personal Data that is inaccurate and notify any third party recipients of the necessary changes.

To contact us by email at data@limehouseproject.org.uk or by writing to The Data Compliance Officer, The Limehouse Project, 789-791 Commercial Road, Unit 2 – St Anne Street, London E14 7HG

If you want to make a complaint

If you’re not happy with how we’ve handled your data, you can make a complaint to The Information Commissioner 

Policy Last Updated: May 2018