Lifeline privacy notice

Crawley Lifeline

The following privacy notice applies to Crawley Lifeline customers.

This notice explains how personal information is going to be used, what it is used for, who it might be shared with and why and for how long it is to be kept.

What information is collected?

The information we collect and may hold about you depends on our relationship with you and may include:

  • Personal information including name, age, date of birth, sex, relationship status, health information, contact details (phone, email, correspondence address),  banking information (if you pay your charges by direct debit or card though we do not retain card detail information)
  • Details of any change of circumstances
  • Basic details of all members of your household (name and date of birth)
  • Details of your next of kin and/or key holder and anyone authorised to act on your behalf if applicable 
  • Key safe codes
  • Information relating to any disability, vulnerability, medical issues, support needs or caring responsibilities
  • Records of any of our contacts with you, your contact with us and any contact from third parties representing you or about you
  • Any feedback you provide on our services
  • Other personal information that will vary on a case by case basis to help us manage the Lifeline service
  • Recordings of telephone conversations if you call the council
  • From time to time we may also take photographs at our events, at our properties or in our neighbourhoods to use for general marketing and publicity (we will not publish these without your consent)

Generally the information we hold will have been provided by you (on application or enquiry forms when we communicate with you) but we may also hold information provided by third parties where this is relevant to your Lifeline service. E.g. from social workers, health professionals, ambulance service, fire service or police service.

We will only ask for personal information that is appropriate to enable us to deliver our services.  If you do not provide the information we need then we may not be able to provide all our services to you. 

When you provide information about household members, next of kin and key holders we assume that you do so with their full knowledge and consent and we may then store and use this information in the same way as we use your data.

Why do we collect your personal information?

We collect, process and store personal information about you, other household members, your next of kin and key holders in order to manage, operate and deliver the Lifeline service to you. This includes:

  • Delivering services and support to you
  • Manage those services we provide to you
  • Managing your account charges and payments including any arrears
  • Ensuring your contractual obligations are complied with
  • Complying with relevant legislation and regulation
  • Train and manage the employment of our workers who deliver those services
  • Help investigate any worries or complaints you have about your service
  • Check the quality of the service

Data Controller

Crawley Borough Council is registered as a Data Controller with The Information Commissioner’s Office (Registration Number Z5327706)

The council (CBC) complies with The Data Protection Act 2018 and the GDPR.

We ensure that your personal data is processed fairly, kept safe and secure and retained for no longer than is necessary.

The Data Protection Officer for CBC is Head of Legal and Democratic Services. 

If you have any concerns or questions about how we look after your personal information please contact the Data Protection Officer.

The legal basis for processing personal data

  • Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract
  • Processing is necessary to protect the vital interests of a data subject or another person
  • Processing is necessary for compliance with a legal obligation

The legal basis for processing special category data

  • Processing is necessary for the reason of the health of the customer
  • Processing is necessary to protect the vital interests of the data subject

Who we share data with

Where necessary or required, we may share your personal information as follows:

  • Internal departments
  • Other partner agencies that provide services on our behalf e.g. Mole Valley Life
  • Other local authorities including West Sussex County Council (social care and safeguarding)
  • Other third-party service providers namely, ambulance service, fire service, health agencies, police in relation to supporting you 
  • Central Government for VAT purposes where VAT is applicable or VAT exemption is applied for

This list is not exhaustive as there are other circumstances where we may also be required to share information, for example:

  • To meet our legal obligations
  • To protect the vital interests of an individual (in a life or death situation)

We will not share data with third-parties for marketing purposes without your consent.

Retention periods

Personal data will be retained for 6 years after the contract ends.


You have the right to:

  1. Be informed of data processing (which is covered by this privacy notice).
  2. Access information (also known as a Subject Access Request).
  3. Have inaccuracies corrected.
  4. Have information erased.
  5. Restrict processing.
  6. Data portability.
  7. Intervention in respect of automated decision making. 
  8. Withdraw consent (see below).
  9. Complain to the Information Commissioner’s Office (See below).

To exercise any of these rights please contact the Data Protection Officer.

Withdrawal of consent

The lawful basis upon which CBC process personal data is set out in this notice. However, where personal data is solely processed on the basis of consent, you will have the right to withdraw that consent.

Where can I get advice?

If you have any worries or questions about how your personal information is handled please contact our Data Protection Officer.

For independent advice about data protection, privacy and data rights, you can contact the Information Commissioner’s Office (ICO):

  • Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire DK9 5AF
  • Tel:  0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number
  • Visit
  • Email