Lifeline and Telecare service privacy notice

Who we are and what we do

We are the Lifeline and Telecare Service. We provide personal emergency alarms, called Lifelines, to vulnerable and infirmed residents in Redbridge. The alarms facilitate our service users to contact our 24-hours Control Centre to seek assistance for medical and other social emergencies. We are based at:
Lifeline and Telecare Control Centre
Ley Street
Phone: 020 8708 5897

Why we need your information and how we use it

As a local authority, we have a public duty to ensure vulnerable residents of our borough have an emergency out of hours service they can contact should a medial or social emergency arise. The information you provide us with will be used to assist us in identifying the most suitable options for dealing with your emergency call. The data we hold is shared with the emergency services and our visiting and response service to help provide emergency assistance to our customers.
Some other examples of how we use your data are provided below; please note this is not an exhaustive list:
  • to enable us to provide an emergency lifeline service
  • the emergency and other relevant services 
  • to provide additional support/assistance to you
  • to ensure that we meet your specific needs
  • we record all calls into the service via our Telecare Monitoring System - these calls may be used for training purposes or to review case call handling

What type of information is collected from you

We collect the following information from you on emergency calls:
  • name
  • address
  • telephone number 
  • medical history
  • financial details for payments
This helps us to determine what type of assistance you may require and where to send it to. We also collect information about your contacts so that, with your consent, we can inform them about your interactions with us and other Agencies. 


Who your information may be shared with (internally and externally)

We will not share your information with anyone without your prior consent unless we are required to do so by law.
We may be required to share your data with the police, fire brigade, ambulance and other relevant agencies as required in an emergency.

How long we keep your information

We retain your information for the duration you are a lifeline customer. When you cancel your service with us your data will be archived, we archive data every year, the data is then encrypted and held securely for a further six years. 


Marketing and E-Newsletters

Please see the relevant section of the Corporate Privacy Notice


Business Intelligence, Profiling and Automated-Decision making

Please see the relevant section of the Corporate Privacy Notice 

Protecting your information

Please see the relevant section of the Corporate Privacy Notice


How you can access, update, or correct your information

The Data Protection law gives you the right to apply for a copy of information about yourself. This is called a Subject Access Request. Find out more on how to make a Subject Access Request.
The accuracy of your information is important to us to be able to provide relevant services more quickly.   We are working to make our record keeping more efficient.  In the meantime, if you change your address or email address, or if any of your circumstances change or any of the other information we hold is inaccurate or out of date, please call us on 0208 708 5897 or email us at
Lifeline and telecare service
531 Ley street


Your information choice and rights

Please see the relevant section of the Corporate Privacy Notice

Information Commissioner’s Office

Please see the relevant section of the Corporate Privacy Notice