Privacy notice

Who we are

Lexrae Support Ltd is the data controller. The Community Hub is at Edward James House, Hadley Park, Telford, TF1 6QJ.

You can email us at admin@lexraesupport.co.uk.

If you send us an enquiry

We collect your name, your email address or phone number, how you would like us to reply, your organisation if you gave one, and whatever you wrote in the message.

We use it only to reply to you and to work out whether we can help. It is seen by our staff and managers, and by nobody else. We do not use it for marketing and we do not sell it or pass it on.

Our lawful basis is legitimate interests. Our interest is in responding to people who ask us about support, and we think you would expect us to reply.

We keep an enquiry that does not lead to a place for twelve months and then delete it. If you become part of the service, your information moves into your care record and the rules below apply instead.

Please do not put medical details or private information about another person in the enquiry form. We will talk that through with you properly.

If you or someone you care for uses the Hub

We keep a care record. That includes contact details, what happened in each session, goals and progress, consents you have given, and any incidents. Health information is special category data and we handle it under the provision of health and social care condition in data protection law.

Access is controlled in the database itself, so a member of staff can only see what their role allows. Every change is recorded with who made it and when.

Photographs and recordings

We only store a photograph where consent has been recorded first. A recording that includes sound or video needs consent from everyone in it.

Consent is recorded for a purpose: your care record, sharing in reports, or public and marketing use. They are separate, so agreeing to one does not agree to the others. Nobody under 18 can consent to public or marketing use, and the system will not allow it.

You can withdraw consent at any time and we will act on it.

The family portal

A family member or carer can be given a login that shows only the person they are linked to. A manager has to approve the link before it works, and we remove the access when the link ends.

How long we keep things

Enquiries that do not lead to a place: twelve months.

Care records: six years after support ends. We track what is due rather than deleting automatically, so a person reviews it before anything goes.

Who else sees your information

Where support is funded by a council, we share what is needed for reviews and invoicing. We share with public authorities where we have to. We use a small number of suppliers to host the system and send emails, and they act on our instructions only.

Your rights

You can ask for a copy of what we hold about you, ask us to correct it, ask us to delete it where we are able, object to what we are doing with it, or withdraw consent you have given. Ask us and we will handle it.

If you are not happy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

Cookies and analytics

The public pages do not set advertising or tracking cookies, so there is no cookie banner. If you sign in to the Hub, we store what is needed to keep you signed in. Any measurement we use is cookieless and does not identify you.