Data Protection Privacy Notice

Who We Are

The ExtraCare Charitable Trust was established in 1988. We develop and run retirement villages and smaller housing developments. Our registered office is:

7 Harry Weston Road

Binley Business Park

Coventry CV3 2SN

Company Number: 02205136

Charity Number: 327816

The ExtraCare Charitable Trust (“we” or “the Charity”) promises to respect the confidentiality of any personal data you share with us, or that we get from other organisations, to keep it safe, and we will always take every effort to protect your privacy.

Transparency is one of the values of our Charity. We will be open, transparent and honest in our transactions and communications with our residents, staff, volunteers and customers and be clear how, when and why we collect and process your information.

Developing a better understanding of our residents and supporters of the Charity is crucial, and your personal data allows us to make better decisions, provide services more efficiently, and ultimately, help us achieve our vision of providing “better lives for older people”.

Data Protection Officer

The Charity’s Data Protection Officer is:

Matt Challoner

Company Secretary

The Extracare Charitable Trust

Tel: 02476 509023

Mob: 07720 553667



The purpose and legal basis for processing your data

 Reasons for Collecting Your Data

How much personal information we need to hold depends on our relationship with you. For example, if you are donating to us we will need to hold fewer details on you than if you are a resident in receipt of care, where we will need to know more about your personal circumstances.

Regardless, we will only ever capture the minimum amount of information we require and we promise to keep information secure and only share with other organisations or individuals who need to know.

Resident Data

If you are a resident at one of the villages or schemes, which we own or manage on behalf of another housing provider, we will usually collect:

Where appropriate, we may ask for additional information. We mainly use your data to:

Sensitive Information

In order that we are able to provide you with the services you require, for example to assist you with a housing enquiry, or seeking access to care or wellbeing services, we will need additional ‘sensitive’ information from you. This may come directly from you, or from a third party on your behalf, for example from a family member or GP. Examples of this sensitive information includes any medical conditions you may have or your racial or ethnic origin.

We will normally only hold, use and share this ‘sensitive’ information with your explicit permission, although there may be reasons when we are required to do so by law, or to protect your vital interests. In such circumstances we may process your information without your knowledge or consent, but this would be extremely rare, but possible.


If you volunteer we will usually collect:

Where it is appropriate, we may ask for additional information. We mainly use your data to:


If you support us, for example you make a donation or buy something from our shops, we will usually collect:

Where it is appropriate, we may ask for additional information. We mainly use your data to:


We will collect all personal information required to comply with employment legislation, including where necessary sensitive information. This may include medical information and where additionally appropriate we will perform a criminal record search. To prevent discrimination and ensure diversity, we will request information from the employee or volunteer on religion, sexuality and ethnicity.

Full details of our Employee Privacy Policy can be found here.

Sales Marketing

Our sales marketing communications include information about our new developments and villages.  We generally seek your express consent to receive marketing communications, either by post, phone, text (SMS) or email.  However, where we have an existing and ongoing relationship with you we recognise that you may regard giving such consent as unnecessary.  Therefore, we will continue to write to existing contacts balancing your right to privacy with your reasonable expectations about being kept informed.  We promise not to bombard you with communications and at any time you can opt out of receiving such communications from us.

With your consent, or where we have an ongoing relationship with you, we will contact you to let you know about our work. We will make it as easy as possible for you to tell us how you want us to communicate, and in a way that suits youOur forms have clear marketing preference questions and we include information on how you can opt out of receiving information from us.  If you’d prefer not to hear from us you can contact us on 0300 303 2333 and select option 5 or email us at


In order to prevent and detect crime, and to ensure the safety of our residents, staff and volunteers, we operate CCTV systems in our various locations. These cameras record footage in real-time and are operated and controlled by our own staff. Captured images will be deleted after 30 days in accordance with our CCTV policy unless required for evidentiary purposes.

Details of our CCTV policy are available on request.

Sharing Your Data

We ensure there are appropriate physical and technical controls in place to protect your personal details. For example, paper records are locked away and our IT network is protected and routinely monitored.

We undertake regular reviews of who has access to information that we hold to ensure that your information is only accessible by appropriately trained staff, volunteers and contractors. We do on occasions use external companies to collect or process personal data on our behalf. We do comprehensive checks on these companies before we work with them and put in place a contractual arrangement that sets out our expectations and requirements, especially regarding how they manage personal data we provide to them or have access to. We will only ever allow your data to be used for as long as is necessary by suppliers working on our behalf. We will only ever share your data with other third parties when we have your explicit and informed consent. However, in exceptional circumstances we may need to disclose your details without your consent if required to do so by law or to protect your vital interests, such as to the police or HMRC. We use several trusted IT partners to process personal data.

 Sharing within ExtraCare

When you give information to us it will be shared within the Charity to provide you with the services that you require.

How long we keep your data for

We will only keep your information for as long as long as is necessary. There are some statutory timescales on how long we should keep your information, for example, gift aid transaction must be retained indefinitely, and employment records forsix years after an employee leaves. We will retain your information in accordance with our Records Management Policy which takes into account statutory limits and guidance issued by the Information Commissioners Office and other bodies.

We will ensure as much as possible that your information is accurate, and where necessary up-to-date. We would appreciate it if you let us know if your contact details change.

Your rights

Under new data protection legislation you have:


If you are unhappy with how we have processed your information, we would like you to contact us in the first instance so we can put it right.

Write to us at:

The ExtraCare Charitable Trust, 7 Harry Weston Road, Binley Business Park, Binley, Coventry, CV3 2SN.


Telephone us on:

02476 506011

Email us at:


You also have a right to lodge a complaint with the Office of the Information Commissioner at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Helpline 0303 123 1113 (local rate) or 01625 545 745.

 Changes to this policy

We may change this Privacy Policy from time to time. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by notifying you directly.



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