Privacy notice

Who we are

City Carers Ltd, Office 18, Moran House, 449–451 High Rd, London NW10 2JJ. Email info@citycarers.com. Phone 020 8432 3283. For care records, the registered manager is Mr Mohamed Mohamud.

The company number and ICO registration number are not printed here yet. Ask us if you need them and we will publish both once the directors confirm the current numbers.

What we collect on this website

The care assessment form and the contact form ask for your name, email, phone number and the message you choose to send. The assessment form also asks how you are connected to the person who needs care, the area, the type of support and when it is needed.

We do not ask for National Insurance numbers, medical records, CVs or copies of identity documents through these forms. Job applications go to a separate form provider.

If Cloudflare Turnstile is switched on, Cloudflare checks that the form was sent by a person. If analytics are enabled, Cloudflare Web Analytics does not use cookies. Google Analytics runs only after you allow it in the cookie notice and then uses cookies.

Why we use it

We use enquiry details to reply to you and, if you ask us to, to arrange an assessment. The legal basis is steps you ask us to take before a contract, and our legitimate interest in answering genuine enquiries. We will not add you to a marketing list from these forms.

Care records, once a service starts, are kept so we can deliver safe care. That processing is necessary for the contract and, where health information is involved, for the provision of health or social care.

How long we keep it and who sees it

Enquiry emails are kept long enough to deal with the request and any follow-up, then deleted unless they become part of a care file. Care records are kept for the period required for regulated care. Hosting is on Cloudflare. Enquiry messages are sent through Microsoft 365, using Microsoft Graph, from the City Carers mailbox. A copy is saved in that mailbox’s Sent items. We do not sell personal information.

Your rights

You can ask for a copy of your information, a correction, deletion in some cases, or a restriction on how we use it. You can complain to the Information Commissioner's Office at ico.org.uk. Contact info@citycarers.com first and we will try to put things right.

Data protection policy

At our home care agency, we prioritize the protection of our clients’ personal information. We adhere strictly to data protection laws and regulations, ensuring that all sensitive data collected during the provision of care services is handled with the utmost confidentiality. Our staff members are trained on the importance of data security and are required to follow strict protocols when handling, storing, and transmitting client information. We utilize secure systems and encryption methods to safeguard data against unauthorized access, loss, or misuse. Additionally, we regularly review and update our data protection policies and procedures to remain compliant with evolving regulations and industry best practices.

Confidentiality policy

Maintaining confidentiality is essential to building trust and fostering a supportive environment for our clients. Our confidentiality policy ensures that all information shared with our care providers remains strictly confidential, unless disclosure is required by law or necessary to protect the safety and well-being of our clients or others. Our staff members are bound by confidentiality agreements and are trained to handle sensitive information with discretion and respect. We implement strict access controls and confidentiality protocols to prevent unauthorized access to client records and maintain the highest standards of confidentiality in all aspects of our operations.

Quality assurance policy

Quality assurance is at the core of our home care services. We are committed to delivering high-quality care that meets the unique needs and preferences of each client. Our quality assurance policy outlines our commitment to continuous improvement and excellence in service delivery. We conduct regular assessments and evaluations of our care services to identify areas for improvement and implement corrective actions as needed. We also solicit feedback from clients and their families to ensure their satisfaction and address any concerns promptly. Our goal is to provide compassionate, personalized care that enhances the quality of life for our clients and promotes their overall well-being.

Health and safety policy

The health and safety of our clients and staff members are paramount. Our health and safety policy outlines our commitment to creating a safe and healthy environment for everyone involved in our care services. We adhere to strict health and safety protocols to minimize the risk of accidents, injuries, and infections. Our staff members are trained on proper infection control measures, including hand hygiene, personal protective equipment use, and environmental cleaning. We also conduct regular risk assessments and take proactive measures to mitigate potential hazards in the home environment. By prioritizing health and safety, we ensure that our clients can receive care with confidence and peace of mind.

Complaints and feedback policy

We value feedback from our clients and their families as an opportunity to improve our services and address any concerns promptly. Our complaints and feedback policy outlines the procedures for submitting complaints, suggestions, or compliments about our care services. We encourage open communication and provide multiple channels for clients and their families to express their feedback, including in-person meetings, phone calls, and written submissions. All complaints are taken seriously and handled with sensitivity and confidentiality. We investigate each complaint thoroughly and strive to resolve issues in a timely and satisfactory manner. Write to info@citycarers.com, call 020 8432 3283, or write to Office 18, Moran House, 449–451 High Rd, London NW10 2JJ. You can also share concerns with the Care Quality Commission.