Careline – Opted out of transfer of service customers - Privacy notice

We wish to inform you about an important update regarding your personal data following the transfer of services from Tendring District Council’s Careline to Colchester City Council’s Helpline 24/7.

Your privacy is of utmost importance to us, and we want to ensure you are fully aware of how your data will be handled moving forward. If you opted out of this transfer of service Tendring District Council will still need to retain your personal data in accordance with its documented retention periods applicable to the personal data of former service users.

Effective Date: 7th August 2025

The purpose for this processing

To comply with the contractual obligations for when Tendring District Council provided the Careline services and the Council’s relevant retention periods.

Tendring District Council may need to contact you about outstanding monies owed for services provided during the period you were contracted to Tendring Careline.

Legal basis for this processing

Article 6 of the UK GDPR:

(b) Contract: the processing is necessary for a contract you have with the individual, or because they have asked you to take specific steps before entering into a contract.

(f) Legitimate interests: the processing is necessary for your legitimate interests or the legitimate interests of a third party.

Special category data legal basis for processing is Article 9 of the UK GDPR:

(g) Substantial public interest

Whilst criminal offense data is not specifically processed as part of this service delivery, it may be inadvertently collected; in such circumstances the legal basis for processing is paragraphs 10 and 18, Schedule 1, Data Protection Act 2018.

What data we collect about you

• Full names and, where applicable, preferred names of service users and individuals connected to service users
• Residential addresses of services users and of individuals connected to service users
• Contact telephone numbers and email addresses of service users and individuals connected to service users
• Details of service users’ next of kin/emergency contact
• Financial information of service users or payers for the Careline Service as applicable
• Relevant security information such as key safe codes, passwords etc. to be used for the purpose of emergency access
• Relevant physical and/or mental health conditions
• History of Careline Service Usage
• Relevant religious or philosophical beliefs

How long do we keep your personal data?

Your personal data will be retained for no longer than is necessary to fulfil the purposes outlined in this notice, or as required by law.

Service user data - current plus two years after cancellation/end of the service.

Financial information – 6 years + current year

Please see the Council’s Retention Schedule for further details.

Who do we share it with?

Information may be shared with:

• Relevant internal Council officers and departments
• Emergency services
• Essex County Council (Social Services)
• Individuals connected to service users, such as next of kin, emergency contacts
• Relevant third parties engaged to act on behalf of the Council

Where we get it from?

Individuals themselves (Data Subjects) and/or relevant third parties.

If automated decision making applies to this processing

No automated decision making applies to this process.

The Right to Complain

If you have concerns about how we have handled your personal information, you have the right to raise a complaint with us.

You can contact the Council’s Data Protection team using the details below, and we will investigate your concerns and respond without undue delay:

Email: DPAOfficer@tendringdc.gov.uk

Post: Data Protection Officer, Tendring District Council, Town Hall, Station Road, Clacton-on-Sea, CO15 1SE

If you remain dissatisfied with the outcome, you have the right to complain to the Information Commissioner’s Office (ICO) -Make a complaint about how an organisation has used your personal information