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I’m a Trustcare customer – what do you do with my personal data?

Trustcare is part of a company called Trafford Housing Trust Limited, and it’s Trafford Housing Trust which is responsible for keeping your information safe and complying with the law when we use it. This is called being a Data Controller.

Why do you need my information?

When you’re a Trustcare customer, we need to collect information about you, your circumstances and sometimes your family members, so that we can give you the services you’ve asked for.

All of the activities we use your information for will relate to providing services to you – either directly, or sometimes there are laws and regulations which require us to do certain things in relation to the services we provide.

For example:

  • The Care Quality Commission, our Regulator, might need to see your information when they come and visit us and check the services we provide meet their standards.
  • We keep accounting and tax records of all of the payments you make to us.

What information do you collect about me and why?

The types of information we collect about you are:

  • Name, date of birth and contact information so we know who you are and how to get in touch with you.
  • Physical or mental health if this is relevant to the services we are providing to you. For example we need to know about your health in order to create a good care plan for you or provide the right equipment to support you in your home.
  • Your circumstances and support needs, so that we can make sure our services are tailored to your preferences and needs.
  • Next of kin and family information, in case we have to contact someone in an emergency.
  • Gender, religion and ethnicity so we can deal sensitively with any preferences you have.
  • Records of services provided to you and your interaction with us, we need this to ensure we are giving you the services you have asked for, answer any questions or complaints you might have and so we can do quality checks. We also need to keep records for accounting and regulatory purposes, as mentioned above.
  • Information from your healthcare professionals and support workers, They could give us details about you which are relevant to the services we provide, and this helps us to ensure we’re offering you the right support.

When you contact us, we will keep a record of that contact on our electronic system. If you have telephoned us, we may record the call.

How do you get my information? Who collects it?

We collect your information in a number of ways:

  • When you sign up for a service with us, we ask you to provide the information we need to get you set up on our system. One of our staff members will usually help you to fill it in and answer any questions you’ve got.
  • Sometimes healthcare and support workers will give us information about you, they will usually have asked for your permission before sharing it.
  • You might tell us information when we visit, or write to or email us, and we’ll keep a note of this on our files.
  • Sometimes we will record observations about your health and wellbeing, so that we can continue to offer you the right support.
  • If there are occasions where your treatment of our staff causes us to be worried about their safety, we will record this and ensure that any staff visiting your property are aware of it. We will review this information every 6 months and remove it if we don’t think it’s relevant any more.

How will you use my information?

We will use your information to:

  • Get in touch with you when we need to.
  • Provide you with the services you’ve asked for in a way which meets your needs and preferences.
  • Get in touch with your next of kin or family either in an emergency or when it’s part of the service we’re providing to you.
  • Keep records of your details and the services provided to you.
  • Create invoices for the services you’ve received.
  • Provide evidence to our Regulator that we meet their standards.

We will sometimes anonymise your data and use it to create statistics. We might do this for example to measure our performance or to better understand demand for our products. When we create these statistics, it will never be possible to see that your personal information has been used.

Who will my information be shared with?

Information will be shared with Trustcare staff, so that they can provide the services you’ve asked for, and with Trustcare managers, so they can oversee the work their staff are doing.

We will share your information with healthcare professionals and support workers where you have said we can.

We will share information with your next of kin or family when you’ve asked us to do so as part of the service we’re providing for you or in an emergency.

We may share your information with the Regulator when they visit us and check we’re meeting their standards.

If we have a concern for your safety, we may contact emergency services or the local council’s safeguarding team, so they can come and help you. They will keep and use information about you in their own right, we won’t have control over this.

How long will you keep my information for?

We need to keep most of your information on our files for 6 years after you stop using our services. This is so that, if there are any problems or complaints which might result in a legal or insurance claim, we have the information we need to respond to them. We keep recorded telephone calls for no more than 12 months. You are able to ask for some of your information to be erased from our system, in which case we will tell you what we need to keep and what we will erase.

Where is my data kept?

We have computer systems which store information in a secure way. We have a contract in place which ensures it is kept safe and in line with data protection law.

We hold some paper records, so that in the unlikely event that our computer systems aren’t available, we can carry on providing services to you. These are stored securely our offices in cupboards which are locked when no one is there.

Where you receive care at home from us, we will keep a copy of your care plan in your home so you can look at it at any time.

How do I know my data is safe?

We train all of our staff on data protection matters, so that they know how to keep your information safe and what they can use it for.

Our computer systems are all accessed by a user name and password so there is less risk that someone will be able to log on who isn’t authorised.

Information kept in our office is in locked cupboards and only staff who need it have access to it.

Access to my information

You can ask us for a copy of the information we hold about you at any time, for more information about how to do that, click here.

Marketing and Sales

If you’ve asked us to, we will send you information about our products and services which we think you might be interested in. If you no longer want to receive these messages, just let us know by emailing

We won’t ever sell your information to other companies for marketing purposes.


If you’re unhappy with something we’ve done, please get in touch by emailing or calling 0300 777 2777 and tell us, so we can put things right. We have a complaints procedure here with further information about how to make a complaint.

If you have a complaint about the way we have used your personal information, you can also contact the Information Commissioner through their website or by calling 0303 123 1113. They will get in touch with us to check we’re using your information properly and complying with the law.