Privacy Policy

Last updated: March 2026

1. Who we are

Otter Homecare Limited, First Floor Office Suite 1, Arlington House, 72 Fore Street, Trowbridge, Wiltshire BA14 8HQ. Tel 01225 690022 · hello@otterhomecare.co.uk. We are registered with the Information Commissioner's Office (ICO registration ZB544661).

2. Data protection contact

Our Data Security and Protection Lead is James Rowland-Jones, Director, who can be reached on 01225 690022 for any question about how we handle your personal data.

3. What personal data we collect

Depending on your relationship with us, we may collect:

• People who use our services and their representatives — including contact details, care needs and GP surgery details.
• Staff and applicants — including DBS, payroll and training records.
• Website users and enquirers — name, contact details, and basic usage data (IP, browser).

4. How we collect personal data

Directly from you; from family members or representatives; from healthcare professionals, local authorities and commissioners; via NHS GP Connect (with your consent); through our website and digital systems; and through recruitment.

5. Lawful bases (UK GDPR)

We rely on Contract, Legal obligation, Vital interests, Public task, Legitimate interests and Consent. Special category (health) data is processed under Article 9(2)(a) explicit consent and the health/social care conditions in Schedule 1 of the DPA 2018.

6. Who we share data with

Healthcare professionals; local authorities and commissioners; regulators (CQC, safeguarding bodies); IT and software providers; and payroll, HR and professional advisors. With your consent we may write to your GP surgery and access your GP record via GP Connect. We never sell your data.

7. How long we keep data

We retain personal data only as long as necessary, in line with health and social care records guidance, after which it is securely deleted or anonymised.

8. How we keep data secure

Secure systems, password protection, role-based access, staff training, secure paper storage, compliant IT, and restricted GP Connect access.

This website also sets no cookies. The one piece of advert-measurement code we use runs in strict cookieless mode, with tracking and personalisation switched off — see our cookies policy for the plain-English detail.

9. Your rights

You have the right to access, rectification, erasure, restriction, objection, and data portability, and to withdraw consent. To exercise any right, contact us using the details above.

10. Complaints

Please contact us first. You also have the right to complain to the ICO at ico.org.uk (helpline 0303 123 1113).

11. Changes to this policy

We review this policy regularly; the latest version is always published on our website.

12. Accessibility

This policy is available in alternative formats on request.