Further Information
We are committed to meeting our residents’ needs and our own regulatory obligations.
Information Requests
From April 2027, you will have the legal right to ask us for information about how we manage your home and the services we provide. This new right is designed to make our services more transparent and easier to understand.
ExtraCare are currently developing our process to respond to requests. We will provide further information on how you can make a request from 2027 in due course.
Provision of Information
Alternative formats and languages
As a transparent organisation, we prefer to provide information and communications digitally. Our website is our preferred means of proactive publication and information requests will usually be responded to via email, unless otherwise requested.
We are committed to providing accessible information to all our residents. If you would like to discuss your personal access needs, including requests for information in alternative formats such as large print, audio and Braille, please contact STAIRS@extracare.org.uk
Charges
We do not charge for accessing the information on our publication scheme, where it is available via our website and resident portals. We may charge for alternative formats and multiple copies. Charges will be justified and transparent and kept to a minimum.
Information exemptions
In some circumstances, we may withhold information from publication or sharing. Where information is withheld, we will always explain the reasons for this.
Personal information
As an open and transparent organisation, we provide access to relevant and useful information whilst respecting the data privacy rights of individuals.
- Where the publication or sharing of personal information is required to meet a regulatory requirement (e.g. the names of board members and their roles) this will be published.
- Where the publication or sharing of personal information is not required or appropriate (e.g. personal fire evacuation plans) the information will not be provided, or redaction will be applied to remove the personal data. Redaction can be identified as a black rectangle over the text or image.
Information history
We aim to provide accurate, timely and up-to-date information. As a minimum, our publication scheme will provide access to the current or latest version of information. Where information is available for previous periods, we will make this clear and confirm the period covered.
Copyright
Where we hold copyright on the information included in our publication scheme, the information may be copied or reproduced without formal permission, providing:
- it is copied or reproduced accurately.
- it is not used misleadingly.
- the source and copyright status of the material is identified and acknowledged.
Our logo is registered at The Patent Office as a trademark and must not be reproduced or used without our prior permission.
If the information is subject to third-party copyright, you must obtain authorisation to reproduce such material from the copyright holders concerned.
Information made available through this publication scheme must not be reproduced, copied or otherwise used for any commercial purposes.