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Privacy

Privacy Notice
This Notice explains when and why we collect personal information, how we use it, the conditions under which we may disclose it to others and how we keep it secure. Our Policy applies to information about applicants, customers and other service users. By giving Ostara your information or by using our website you are confirming that you’re agreeing to be bound by this Policy.

We will update this notice on a regular basis so we recommend that you occasionally review this to ensure you are aware of any changes and how your information may be used. If you have any questions about this Notice and our privacy practices please contact us by emailing contactus@ostara.org.uk. telephoning: 0191 278 8600, or writing to: Ostara, YHN House, Benton Park Road, South Gosforth, Newcastle Upon Tyne, NE7 7LX.

Who are we?
Ostara is owned and operated by Your Homes Newcastle (YHN). Ostara provides and installs a variety of alarm equipment connected to a 24-hour response centre in Newcastle upon Tyne. Our services help people live safely and independently at home.

YHN is registered with the Information Commissioner’s Office as a Data Controller under reference 5076256. We have an appointed Data Protection Officer (DPO) to oversee our processing to ensure we respect your rights and follow the law.

If you have any concerns or questions about how we look after your personal information, or you require this information in another format, please contact the DPO, Phil Slater at dataprotection@newcastle.gov.uk or by calling 0191 211 6500.

Why do we collect and store information about you?
We need to collect, process and store personal information about you in order to fulfil our obligations as a community care alarm service provider and to manage the delivery efficient and effective services.
How do we collect information about you?

The methods by which we collect personal information are:
• Website
• Call centre
• Personal interviews
• Application forms
• Data from third parties

What information do we hold about you?
In order to access the Ostara service and for legislative purposes it is necessary to collect your personal information and sensitive personal / special category information.

The types of information collected from you can be categorised as:

Personal information

This information could be used to identify you as an individual:
• Name (including previous names)
• Date of birth
• Marital status
• Nationality
• Residential status
• National insurance number.

Sensitive personal information / special category information:

• Gender
• Race
• Ethnicity
• Physical or mental health needs
• Income and outgoings
• Bank details.

Sensitive information about health, sexual orientation, race and religion is subject to particularly stringent security and confidentiality measure.

Personal contact information

This is the information that you have given us in order that we are able to contact you, this includes:
• Telephone numbers
• Email address
• Alternative postal addresses
• Next of kin or appointed representative.

Customer feedback

This is the information you voluntarily share with us about your experiences of Ostara and includes unsolicited comments, suggestions and feedback which is typically collected in surveys, contact forms.

What is the lawful basis for processing information?

Our lawful bases for processing your information for all the above purposes:
• Contract:
Processing is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract.

• Legal obligation:
Processing is necessary for us to comply with the law (not including contractual obligations).

• Vital interests:
Processing is necessary to protect someone’s life.

• Legitimate interests:
Processing is necessary for our legitimate interests, or the legitimate interests of a third party, unless there is a reason to protect your personal data which overrides those legitimate interests.

• Consent:
You have given clear consent for us to process your personal data for a specific purpose.

• Public task: the processing is necessary for us to perform a task in the public interest or for official functions, and the task or function has a clear basis in law.

Under what circumstances will data be shared?
Normally, only our employees will be able to see and process your personal information. However, there may be circumstances when we will share relevant information with third parties.

When sharing personal information, this will be done on a strictly need to know basis and we will comply with all aspects of the Data Protection Act and the General Data Protection Regulation.

For a complete breakdown of circumstances in which we will share your information please see the overarching Your Homes Newcastle Privacy Notice.

How will personal information be protected?
We are committed to ensuring your information is secure. At all times Ostara will take technical and organisational measures to protect the confidentiality and security of personal information, irrespective of the method of collection, transfer or storage.

Will personal information be transferred internationally?
We do not envisage transferring any information about you or relating to you to any organisation who is located outside of the European Economic Area other than indicated above and we have a commitment from our business partners and data processors that they will honour this commitment.

What rights do I have about my personal information and how it is used?
You have rights under the Data Protection Act and the General Data Protection Regulation regarding the information Ostara processes.

These rights include:
• Marketing – If we ever perform any direct marketing, we will ask you when we collect your personal data if we can use your information for such purposes or if we can disclose information to any third party for such purposes. You can opt out of receiving such marketing at any time.

• Right of access – You have the right to access the personal information that we hold about you; to know what we hold, what format it is in, and have a copy of it if you wish. This is called a Subject Access Request (SAR).

This is a more formal process than, for example, requesting something like a copy of your service charges. Our staff will explain when your enquiry falls under the Subject Access Process.

• Right to rectification– If the information we hold on you is incorrect you have the right to ask us to correct it quickly and free of charge. You can exercise this right at any time by contacting us. There may be occasions where we require additional information in order to process your request such as a name change needing proof of the change of home. You will be required to specify the information that is incorrect and what it is to be replaced with.

• Right to erasure/Right to be forgotten – You have the right to request that all data held by YHN which identifies you is deleted. You can make this request at any time by contacting us but please be aware that we must retain some of your information due to specific legislative or regulatory requirements.

• Consent – In some cases Ostara will require your specified consent to process your information, in these occasions consent will be recorded, and you have the right at any time to withdraw consent. This will include photographs taken for use on our website or in our publications.

What are cookies?
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improve the user experience. They can also help to ensure that adverts you see online are more relevant to you and your interests.

For more general information on cookies see the Wikipedia article on HTTP Cookies.

How We Use Cookies
We use cookies for a variety of reasons detailed in the Your Homes Newcastle Privacy Notice (link). Unfortunately, in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case, they are used to provide a service that you use.

Further information
For further information and to view the overarching Your Homes Newcastle Privacy Notice please click here (Link). If you would like to request your personal information and how and why we process your information, you can contact us using the details below:

Email: contactus@ostara.org.uk
Phone: 0191 278 8600
In writing: Ostara, YHN House, Benton Park Road, South Gosforth, Newcastle Upon Tyne, NE7 7LX.

The Information Commissioner (ICO) is also a source of further information about your data protection rights.
The ICO is an independent official body and one of their primary functions is to administer the provisions of the UK Data Protection Act 2018 and the EU General Data Protection Regulation.

You also have a right to lodge a complaint about any aspect of how we are handling your data with the ICO and can do so at the following address:
Online: www.ico.org.uk
Phone: 0303 123 1113
In writing: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

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