Privacy notice Lifeline

Our Lifeline privacy notice explains how we use your personal information to provide you with the Lifeline service and tells you about your privacy rights and how the law protects you.

Information we collect

We will be asking you for:

  • your personal details including name, address, date of birth, telephone number, email address
  • preferred language
  • health details including information about any medical conditions that you think we should know about, your GP surgery and any home care arrangements
  • next of kin details including name, address, telephone number and email address
  • property type and tenure
  • personal representative details to include name, address, telephone number and email address
  • your payment details such as method of payment, and bank details (Direct Debit only) or the name, address, telephone number and payment details (as above) of the person paying for the service
  • keysafe code and location or the access details to your property
  • the name, address and telephone number of any local contacts who hold keys to your property who you would like to act as your keyholder

Why we collect this information

We collect and require:

  • your personal details, so we can identify you and to allow ourselves or the Alarm Receiving Centre (ARC) to contact you in the most appropriate way in order to pass your details to other agencies where you have chosen to be referred and to refer you to the emergency services or their delivery partners in the event of an emergency alarm call activation

  • your preferred language, to identify any potential communication needs

  • your health details, so we can keep the ARC up to date on any relevant health issues or care needs which may prompt an emergency alarm call, to allow the ARC to contact your GP or care agency on your behalf and at your request and to allow us to provide the most appropriate service for you

  • next of kin details, so we can notify them in the event of an emergency, or as instructed by you
  • Your property details, as these will help the emergency services or their delivery partners to find your property quicker and to help us to give better advice about the installation and use of a keysafe

  • your personal representative details (optional),  to allow us to speak to your chosen representative if we are unable to talk about any aspect of the service with you
  • your bank details, where payment is made by Direct Debit
  • your keysafe code and location, for access to your property in the event of an emergency subject to your agreed level of access
  • your keyholder information, as this allows the ARC to contact your keyholder if you have made an alarm call and we will use the information to contact the keyholder to confirm their availability and to provide guidance on keyholding

Who we might share your information with

We may share your information with:

  • our nominated ARC (Alarm Receiving Service) excluding your payment details
  • other services you have asked to be referred to. For this we share your name, address, telephone number and date of birth

What we do with your information

We may use your information for:

  • transferring and storing electronically. Paper documentation is destroyed securely after any trial period 
  • statistical purposes to help us monitor the use and range of the Lifeline service, this information is anonymised 
  • providing customer surveys and feedback, this information is anonymised

How long we keep your information

We will keep all your information for the duration of your agreement with us. After this we do the following:

  • delete all information immediately from ARC/Mindme platform records once the Lifeline equipment has been returned to us
  • remove the keysafe code and location from our Lifeline database once the Lifeline equipment has been returned to us
  • only keep Lifeline database and document scanned records for a period of 12 months after the equipment has been returned to us
  • after 12 months Lifeline database and document scanned records will be reduced to the minimal amount of information required for Hire Agreement and VAT retention purposes
  • after a further 5 years all remaining customer information will be deleted
  • payment details, including all transactions, will be kept for a period of 6 years plus the current financial year after closure of the customer account

Your rights

You do have some legal rights in respect of the personal information we collect from you. Please see our Privacy policy page for further details.

If you have a concern about the way we are collecting or using your personal data, you should raise your concern with us in the first instance or directly to the Information Commissioner’s Office at:

You can also contact our Data Protection Officer by email at