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Service privacy policy and charges

Schedule 1: Service charges

Service charges
 Service Monthly cost (for services commencing (2024/25) £
 MONTHLY COMMUNITY ALARM SERVICE CHARGE   20+ VAT* (Digital Installations)  20 + VAT* (Digital Installations)
 MONTHLY TELECARE SERVICE CHARGE (IF REFERRED BY HERTS COUNTY COUNCIL)  20 + VAT* (Digital Installations)

MONTHLY SEVEN and GO TELECARE SERVICE CHARGE (IF REFERRED BY HERTS COUNTY COUNCIL)

  20 + VAT* 
 

MONTHLY SEVEN and GO TELECARE SERVICE CHARGE (PRIVATE PURCHASE)
 25 + VAT* 
 MONTHLY ASSISTIVE TECHNOLOGY SERVICE CHARGE (FOR TERMINALLY ILL CLIENTS)  FOC
 REPLACEMENT EQUIPMENT CHARGES   AT MANUFACTURER’S RECOMMENDED RETAIL PRICE + INSTALLATION COSTS (AT THE COUNCIL’S DISCRETION)*
 CALL CHARGES   DIGITAL UNITS INCLUDE ALL CALL CHARGES. WE DO NOT USE PREMIUM RATE NUMBERS.

Cancellation Notice Charges

Should you exercise your cancellation rights within 14 days of entering into this agreement, and the connection equipment has already been installed, Hertfordshire Careline reserves the right to make the following charges:

Cancellation notice charges
 Service Cost (2024/25)
 Collection and cleansing of equipment fee  £65 + VAT (if applicable)
 Monitoring charge  £0.46 + VAT (if applicable) per day from point of connection to the service to the day of collection

Maintenance surcharges

Where a maintenance visit has taken place and the fault is associated with the Client’s telecommunications provider rather than the Careline service the following charge(s) apply:

Maintenance surcharges
 Service Cost (2024/25)*
 Maintenance visit charge  £45 + VAT

Schedule 2: Privacy Notice

This Privacy Notice sets out how the Council will manage personal information (“personal data”) relating to the Service User and their representative(s) or agent(s) (“data subjects”).

Schedule 2: Privacy notice
 Type of InformationWhere collected? Purpose of processing   Legal basis for processing How long will it be stored for?  Consequence of failing to provide information
 Bank details  Application form or subsequent communication  To process Service User payments for the Careline Service  The processing is necessary for the performance of a contract to which the Service User is a party  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule. If the Service User does not provide this information the Council will not be able to take payment for the Careline Service.

Consequently, the Council will not be able to contract with the Service User to provide the Careline Service
 Email address Application form or subsequent communication   To allow the Council to contact the Service User or their nominated agent  regarding the Assistive Technology Service  The processing is based on the Service User’s specific consent.  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule. If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide the Careline Service.
 Service User race, and other personal characteristic information  Application form or subsequent communication To assess the use of the service by persons with a protected characteristic as defined by Equality Act 2010  The processing is necessary for the exercise of the Council’s official functions  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.  If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide the Careline Service.
Service User physical description and interests i.e. hair colour, build, places of interest they visit Application form or subsequent communication To assess the use of the service by persons with a protected characteristic as defined by Equality Act 2010 The processing is necessary for the exercise of the Council’s official functions
The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.
 If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide the Careline Service.
 Preferred communication language  Application form or subsequent communication  To expedite oral communication with the Service User  The processing is necessary for the performance of a contract to which the Service User is a party  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.  If the Service User does not provide this information the Council cannot undertake to communicate with the Service User in the event of an emergency or serious incident.

Consequently, the Council will not be able to contract with the Service User to provide the Careline Service.
 Service User 1 or 2 home address, contact details, and key safe information  Application form or subsequent communication  To allow the Council to contact the Service User regarding the Careline service and to return them to a place of safety in the event of an incident  The processing is necessary for the performance of a contract to which the Service User is a party.  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule  If the Service User does not provide this information the Council cannot assist the Service User, directly or indirectly, to a place of safety.

Consequently, the Council will not be able to contract with the Service User to provide the Careline Service
 Service User 1 or 2 medical data, carer information and GP contact details  Application form or subsequent communication  To assist emergency services in the event of an incident involving the Service User (see Section 2 of the Privacy Notice)  The processing is necessary for the performance of a contract to which the Service User is a party  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.  If the Service User does not provide this information the Council cannot information to the emergency services.

If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide the Careline Service.
 Volunteer Responders / Contacts name, address, contact details and relevant permissions  Application form or subsequent communication  To assist the provision of assistance in the event of an incident involving the Service User (see Section 2 of the Privacy Notice)  The processing is necessary for the performance of a contract to which the Service User is a party  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule  If the Service User does not permit the collection of this data the Council will not be able to share details with the Volunteer Responders / Contacts about Service User in the event of an emergency or serious incident.
 Identity and contact details of proposed recipients of invoices and other correspondence regarding the Service User’s service or installation of service  Application form or subsequent communication  To process Service User payments and update the Council’s records as directed by the Service User  The processing is based on the Service User’s specific consent  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule  If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide the Careline Service
Location – EVA GO device only Application form or subsequent communication The EVA and GO device can notify the Council, and nominated third parties, of its geographical location. This information can be used to advise the Service User, their nominated third parties (if this option is selected), the Council and its agents, and the emergency services of the whereabouts of the device (and the Service User if it is near them). This information can be used to assist the Service User with view to them reaching their desired destination or a place of safety if needs be. The processing is based on the Service User’s specific consent The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.  If the Service User prefers not to disclose this information, then the Council will not be able to contract with the Service User to provide the Careline Service.

The following table sets out what non-personal data that is used in connection with the Careline Service together with an explanation regarding its use, retention, and impact of non-disclosure:

Non personal data collected
 Type of Information Where collected? Purpose of processing How long will it be stored for? Consequence of failing to provide 
 Service User accommodation type  Application form or subsequent communication  To assist the Council with establishing the effectiveness of if marketing and communication arrangements  The Council will keep these details in accordance with the General Data Protection Act.  The Council will retain this information in accordance to the Corporate Retention Schedule.  If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide Careline Service.
 Referral information  Application form or subsequent communication  To assist the Council with establishing the effectiveness of if marketing and communication arrangements  The Council will keep these details as regards individual service users in accordance with its Data Retention Schedule (see the Council’s website).  Statistical information will be kept for an indefinite period.   If the Service User prefers not to disclose this information then the Council may still be able to contract with the Service User to provide Careline Service.

How and why Service User data will be shared

The sharing of data (including personal data) will be strictly controlled by the Council. However, for the operation of the service the following data may be shared with cited third parties:

How and why data will be shared
 Type of information Automated or Manual release of data Recipient Purpose
 

Medical information relating to the Service User

Information on the general welfare of the Service User

Service User physical description and interests i.e. hair colour, build, places of interest they visit

 Manual  Ambulance Service or emergency healthcare provider, or the Police in case of a wandering occurrence.  This information will only be provided if requested by the Ambulance Service or an emergency health care provider or the Police. This medical information (such as the Service User’s medication or health conditions) shall be released in order to expedite the treatment of the Service User. This physical description and interests information (such as the Service User’s hair colour, build or eye colour, and the places they commonly visit for familiarity) shall be released in order to expedite the need to find the Service User.
   Manual  

Nominated third parties such as family members, carers, or friends of the Service User

 

Social Services

 

Emergency services

 

A service provider retained by the Council to provide outreach support services		  The Council may contact the Recipients if, after reasonable enquiry with the Service User, it is has significant concerns regarding the welfare of the Service User. This information is provided in order that the Recipients can check on the welfare of the Service User and take appropriate action.
   Automated  The Service User and a nominated third party (if the Service User has agreed to this optional service configuration)  The Council will share low battery data as part of this service with the Service User and those named third party Recipients if the Assistive Technology Equipment has a low battery that may inhibit its performance. 
How Service User data will be stored and transmitted

All information provided to the Council regarding the Service User (and nominated third parties), including voice recordings, will be stored on the Council’s Customer Relationship Management (CRM) software system.

Unfortunately, the transmission of information via the internet is not completely secure. Although the Council will do its best to protect Service User’s personal data, it cannot guarantee the security of any data which is transmitted over the internet; any transmission is at their own risk.  The Council will use strict procedures and security features to try to prevent unauthorised access.

The Service User and related third party data rights

Service Users have the following rights that they can exercise at any time by contacting the Council as set out in clause 6.6.:

  • to ask the Council not to process their personal data for marketing purposes. The Council will inform Service Users,  (before collecting their data) if it intends to use that data for such purposes or if Council  intends to disclose that information to any third party for such purposes;
  • to ask the Council not to process their personal data for scientific, academic,  or historical research purposes, where relevant, unless the processing is necessary in the public interest;
  • to request access to their personal information the Council holds;
  • to ask for the information the Council holds to be rectified if it is inaccurate or incomplete;
  • to ask for data to be erased provided that the personal data is no longer necessary for the purposes for which it was collected, and to request withdrawal of consent (if the legal basis for processing is consent), and the Service User has exercised their right to object, set out below, and there are no overriding legitimate grounds for processing, the data is unlawfully processed, the data needs to be erased to comply with a legal obligation or the data is children’s data and was collected in relation to an offer of online pay services;
  • to ask for the processing of information to be restricted if the accuracy of that data is contested, the processing is unlawful, the personal data is no longer necessary for the purposes for which it was collected or the Service User exercises their right to object (pending verification of whether there are legitimate grounds for processing);
  • to ask for data portability if the processing is carried out by automated means and the legal basis for processing is consent or for a contract to which the Service User are party.

In the event that a Service User is unhappy with the Council’s processing of their personal data, they have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time.  The ICO’s contact details are available here: https://ico.org.uk/concerns/.

Miscellaneous Provisions

From time to time the Council may be obliged by law or order of the court to disclose the Client’s personal information or information relating to this Agreement to meet any legal or regulatory requirements or obligations - for example law enforcement agencies are able to require telephone related information from the Council where it is relevant to their investigations into criminal activity. Also, the Council is obliged to abide by the provisions of the Freedom of Information Act 2000 and allied legislation. In such circumstances the Council shall be released from its duty of confidentiality.

The Council is responsible for protecting the public funds it manages. To do this it may use the information held about the Service User to detect and prevent crime or fraud and the Council may also share this information with other bodies that inspect and manage public funds.

All calls to the Council’s Operations Centre are recorded.

The Service User may have access to written records relating to them held by the Council as a result of this Agreement. Requests must be made in writing to the Council and information will be supplied at a cost.

Changes to the Privacy Policy

Any changes the Council may make to its Privacy Notice or policy in the future will be posted on the Hertfordshire Careline website:

https://www.care-line.co.uk/

  1. 1.                   Comments regarding data management

 

The Council’s nominated Data Controller is Johanne Dufficy.

Questions, comments and requests regarding this privacy notice are welcomed and should be addressed to:

Email: datacontroller@north-herts.gov.uk

Correspondence address:                
Data Controller
North Hertfordshire Council
P.O. Box 10613, Nottingham, NG6 6DW

Telephone: 01462 474000

The Council’s Data Protection Officer is:
Geraldine Goodwin
North Hertfordshire Council
P.O. Box 10613, Nottingham, NG6 6DW
Email: dpo@north-herts.gov.uk

Telephone: 01462 474000

Website privacy policy

 

Cookies

Information we collect

Why do we collect information?

Links to other websites

Changes to our privacy policy

Terms and conditions

How to contact us

Cookies

Like many other websites, we place small information files called ‘cookies’ on your computer. These help us to improve your online experience by collecting data. You can't be identified from these cookies.

Cookies we use 
 Name Type How we use it How long we use the information for
ASP.Net_Sessions Required functionality (essential for our website to work). An automatic cookie set by our software. Just for the time you are on our website.
_ga, _gad,_gat  Required functionality  Track the effectiveness of our website using Google Analytics.  2 years.
Facebook

Visit 
Facebook 
to find out more about their cookies.

We have a number of presences on Facebook, which we may link to. Facebook may set some of its own cookies if you follow these links.

We use Facebook Pixel to track the effectiveness of our marketing campaigns and make them more efficient.

 2 years.
Microsoft Clarity

Visit Microsoft Clarity to find out more about their cookies.

This session cookie is set to let Microsoft Clarity know whether that visitor is included to generate heatmaps and funnels.

 13 months

Information we collect

When you give your personal information to use our services, or send us an email, you’re giving us information that we collect.

That information may include:

  • name
  • physical address
  • email address
  • phone number

Other details include:

  • gender
  • occupation
  • other demographic information

By giving us this information, you consent to your information being collected by us, and we'll take all reasonable care to keep your personal information safe and secure. 

All personal information that we collect, we'll only use to deliver the service you ask for. We'll keep your information for as long as we are providing you with that service.

Google Universal Analytics

We also use Google Universal Analytics, Google Display Advertising and Google Pay Per Click Advertising to improve our website performance and promote details of our service. A summary can be found here: Cookie information for Google's ad products (safety.google)

Why do we collect information?

  • To improve the site.
  • Respond to any feedback you send us, if you’ve asked us to.
  • Provide you with the services that you want.

Links to other websites

Our privacy policy doesn’t cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to our privacy policy

We may change our privacy policy from time to time, but we will always place the updated version on this page.

Terms and conditions & Promotions

Refer a friend scheme

  • Hertfordshire Careline is offering a £10 M&S voucher to a service user who refers a friend to us for our community alarm service only (not telecare). The £10 voucher will be given to the referrer when they recommend their friend, and the friend then becomes a paying client.
  • For the referrer to claim the £10, they need to email, telephone, send a message via our website or write to us with the details of their friend for us to send an information pack to. They may quote FRIENDS15 at this time.
  • The referred ‘friend’ must then put the code FRIENDS15 on their application form or by some other way  make reference to the refer a friend offer when they return it to Herts Careline for it to then be valid. The £10 voucher will be sent after the friend has made their first direct debit payment to Herts Careline.
  • To claim the Refer a Friend community alarm service package, as advertised, Hertfordshire Careline must receive from your friend their completed application form , VAT exemption form, Direct Debit instruction, and signed Service Agreement signature sheet.
  • The acceptance of this offer is conditional on the payment of a standard £20+VAT monthly charge for the maintenance and rental of the equipment, monitoring of calls, and Emergency Response Service.
  • There is no limit to amount of ‘refer a friend’ referrals you can make but (see point 3) the friend must have signed the documents to be valid for the £10 voucher to be issued.
  • This offer is only open to members of the public and is not open to professional referrers (i.e. but not exclusive to social care professionals, healthcare professionals, respected partners etc.)
  • The connection equipment remains the property of the Hertfordshire Careline at all times and should not be sold or otherwise disposed of. At the end of its use the equipment must be returned to us as soon as possible but no later than 14 days of the date of termination of this agreement. The Council will make arrangements for the return of the equipment.
  • The Offer is run by North Hertfordshire District Council (trading as Hertfordshire Careline), Council Offices, Gernon Road, Letchworth, SG6 3JF.
  • The Refer a friend offer is non-transferable and non-refundable. No cash alternative can be substituted for this or another other offer. However, we reserve the right to substitute the offer for that of equivalent or greater value without notice if this is necessary for reasons beyond our control.
  • It is a condition of entry that those who receive the refer a friend offer (their friend and the referrer) might be approached for promotional purposes. This will only be in summary e.g. Mrs Jones from Hertfordshire, and could be used online or in print.
  • This offer may expire at any point at our discretion.
  • By entering this refer a friend offer, service users are deemed to have accepted these terms and conditions.
  • Hertfordshire Careline’s decision is final and no correspondence will be entered into.
  • The deadline date for refer a friend offer is until 31 December 2020.

Feedback survey - new customers & Customer Satisfaction Survey - historic, has now ended.

  • The Prize is a £10 M&S voucher.
  • The draw will take place quarterly throughout the calendar year. The dates the draw will take place are 1 December, 2 March, 1 June, and 1 September.
  • The winner will be selected at random using a Random Generator internet tool, from participants who have returned and completed a Herts Careline  feedback survey card - one per service.
  • Responses received after each quarter’s draw date will be put forward into the next available quarter.
  • The winner will be notified by telephone or email. If no response is received from a winner within 14 working days, an alternative name will be drawn at random.
  • After acceptance of the Prize, the winner will be given details of how to redeem their Prize and will be able to choose from the two Prizes on offer, please see point 1 above.
  • Please allow 28 days for arrangement of the Prize.
  • The Prize Draw Promoter is North Hertfordshire District Council (trading as Hertfordshire Careline), Council Offices, Gernon Road, Letchworth, SG6 3JF.
  • The Promoter does not accept responsibility for postal failures of any kind, which may restrict or delay your feedback survey card reaching Careline’s offices. Proof of posting will not be accepted as proof of delivery.
  • Entries not submitted in accordance with the rules, illegible, incomplete or altered will be disqualified. Anyone involved in the administration of the Prize Draw, and their direct families, are prohibited from entering this prize draw.
  • The name and postcode of the winner will be available by sending a stamped addressed envelope to Hertfordshire Careline, Council Offices, Gernon Road, Letchworth, SG6 3JF.
  • The Prize Draw is only available to current clients of Hertfordshire Careline’s community alarms and telecare services, over the age of 18.
  • It is a condition of entry that the winner’s name will be used for promotional purposes. This will only be in summary e.g. Mrs Jones from Hertfordshire, and could be used online or in print.
  • By entering this prize draw, entrants are deemed to have accepted these terms and conditions.
  • Herts Careline’s decision is final and no correspondence will be entered into.

 

Pill Box Christmas Promotion, Bauble Christmas promotion, Staff Discount

Herts Careline Pill Box Promotion: 1 December  2024 - 31 December 2024 - extended throughout winter (whilst stocls last)

  • The offer is a free Herts Careline pill box with every new installation in December (now extended as above). A maximum of one per household.

  • This promotional item of a pill box is a supportive tool to help with medication organisation but cannot guarantee proper medication management.

  • The bill box is not monitored by Herts Careline’s control room, nor any control room.

  • We take no responsibility for filling the pill box, nor for users taking the correct dosage.

  • The pill box should be kept out of the reach of children and pets as it is not designed or guaranteed to be child or pet safe. 

  • The pill box is only for users with the mental capacity to manage their own medication taking.

  • This is for Herts Careline new customers only, not upgrades or maintenance nor Hospital Discharge.

  • The Herts Careline pill box will be distributed on the day of Installation by the Careline Technician if the customer is a 'standard' community alarm or telecare customer. 

  • Please allow 28 days for arrangement of the offer if stocks are not available immediately. We reserve the right to substitute the offer for an alternative if stock runs out.

  • The Prize Draw Promoter is North Hertfordshire Council (trading as Hertfordshire Careline), Council Offices, Gernon Road, Letchworth, SG6 3JF.By claiming the offer, entrants are deemed to have accepted these terms and conditions.Herts Careline’s decision is final and no correspondence will be entered into.

  • Herts Careline Bauble Promotion: 1 December  2023 - 31 December 2023

    • The offer is a free Herts Careline bauble with every new installation in December. A maximum of one per household.
    • This is for Herts Careline new customers only, not upgrades or maintenance nor Hospital Discharge.
    • The Herts Careline bauble will be distributed on the day of Installation by the Careline Engineer if the customer is a 'standard' community alarm or telecare customer. 
    • Please allow 28 days for arrangement of the offer if stocks are not available immediately. We reserve the right to substitute the offer for an alternative if stock runs out.
    • The Prize Draw Promoter is North Hertfordshire Council (trading as Hertfordshire Careline), Council Offices, Gernon Road, Letchworth, SG6 3JF.
    • By claiming the offer, entrants are deemed to have accepted these terms and conditions.
    • Herts Careline’s decision is final and no correspondence will be entered int

      Staff discount
  • Hertfordshire Careline offers a 5% discount on its community alarm service to North Hertfordshire Council and Hertfordshire County Council (HCC) employees in connection with their role as formal or informal carers.
  • In order to be eligible for the discounted service the person cared for must live within the administrative boundaries of Hertfordshire although the staff member need not. This offer is for new customers only, not existing ones.
  • The scheme is open to any North Herts Council or HCC employee irrespective of the type of employment contract (short term, apprentice, job share, part-time, or full-time) they have.
  • The discounted community alarm service can be provided to an unlimited number of householders subject to the limitations set out in this document.
  • To take up this offer, eligible employees should email, telephone, send a message via the Hertfordshire Careline website www.care-line.co.uk, or write to Hertfordshire Careline quoting ‘Staff Discount’ together with their contact details and job title. An application pack will then be despatched.
  • If the staff member leaves the councils at any point the cared for person will continue to receive the service at the discounted rate but no new householders may be added.
  • This offer relates to Hertfordshire County Council staff and North Hertfordshire Council staff only and isn’t open to general members of public.
  • The Offer is run by North Hertfordshire Council (trading as Hertfordshire Careline) of Council Offices, Gernon Road, Letchworth, Herts, SG6 3JF.
  • This offer may come to an end at any point at the entire discretion of either Hertfordshire County Council or North Hertfordshire Council.
  • By applying for this discounted service applicants are deemed to have accepted these terms and conditions.
  • Hertfordshire Careline’s decision(s) on eligibility to this discounted service is final and no correspondence will be entered into.

How to contact us

If you have a question or concern about our privacy policy, contact North Herts Council on:

01462 474 000

9am - 5pm, Monday - Friday