Privacy notice Lifeline

Information collected

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 (NOK) 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

  • Your personal details are used to identify you and to allow us or the Alarm Receiving Centre (ARC)
    • to contact you in the most appropriate way
    • to pass your details to other agencies where you have chosen to be referred
    • to refer you to the emergency services in the event of an emergency
  • Preferred language is to identify any potential communication needs
  • Your health details are used 
    • to allow us to provide the most appropriate service for you
    • to keep the ARC up to date on any relevant health issues or care needs which may prompt an emergency alarm call by you
    • to allow the ARC to contact your GP or care agency on your behalf and at your request
  • We will use the NOK details to notify your NOK in the event of an emergency, or as instructed by you
  • Your property details
    • help the emergency services to find your property quicker
    • help us to give better advice about the installation and use of a keysafe
  • Your personal representative details will allow us to speak to your chosen representative if we are unable to talk about any aspect of the service with you. You do not have to provide this information if you do not wish to.
  • Bank details are held where payment is made by Direct Debit
  • Keysafe code and location are needed for emergency access to your property in the event of an emergency subject to your agreed level of access
  • Keyholder information 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 might we share this information with

  • With the exception of payment details, we shall pass all other information to our nominated ARC
  • We shall share your name, address, telephone number and date of birth (where required because of an age criterion) to other services that you have chosen to be referred to

What we do with your information

  • Any data we collect from you is transferred and stored electronically and paper documentation is destroyed securely after any trial period 
  • Anonymised information may be used for statistical purposes to help us monitor the use and range of the Lifeline service
  • Anonymised information may be used for the purpose of providing customer surveys and feedback

How long we keep your information

  • We will keep all your information for the duration of your agreement with us
  • All information will be immediately deleted from ARC records once the Lifeline equipment has been returned to ADC
  • The keysafe code and location will be removed from the Lifeline database once the Lifeline equipment has been returned to ADC
  • Lifeline database and document scanned records will be retained for a period of 12 months after the equipment has been returned to ADC
  • After 12 months Lifeline database and document scanned records will be reduced to the minimal amount of information required for VAT retention purposes
  • After a further 5 years all remaining customer information relating to VAT 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 website for further details Privacy policy | Arun District Council . You can also contact the council’s Data Protection Officer on:


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: