Privacy Policy

Last reviewed: June 2026

1. Who we are

AVA Care Services Ltd is a care services provider offering homecare and supported living services. This privacy policy explains how we handle personal information collected through this website, including enquiry forms, feedback forms, job applications, uploaded CVs and secure admin functions.

For the purposes of UK data protection law, AVA Care Services Ltd is the data controller for personal information collected through this website.

2. Scope of this policy

This policy applies to personal information collected through this website. It covers information submitted by:

• people making general enquiries
• people asking about homecare or supported living services
• family members, representatives, professionals or referrers contacting us on someone else’s behalf
• people leaving feedback or testimonials
• job applicants submitting application forms and CVs
• authorised users accessing the website admin area

If you provide personal information about another person, please make sure you have their permission or another proper basis for sharing it with us.

3. The information we collect

The type of information we collect depends on how you use the website.

3.1 Enquiries and contact forms

When you contact us through the website, we may collect:

• your name
• your telephone number
• your preferred contact method
• the type of enquiry, such as general enquiry, service enquiry or feedback
• details included in your message
• any care, support or personal circumstances you choose to tell us about
• the date and time of your enquiry
• technical information used to protect the form from spam and abuse

3.2 Service enquiries and referrals

If your enquiry relates to care or supported living services, the information you provide may include details about health, support needs, daily routines, mobility, risks, communication needs, family contacts or professional involvement. Please only share information that is relevant to your enquiry.

3.3 Feedback and testimonials

If you submit feedback, we may collect your name, contact details, relationship to the service, rating, comments and any other information you choose to provide.

Testimonials or customer feedback will only be considered for publication after review. We will avoid publishing unnecessary personal information. Where appropriate, feedback may be anonymised or shortened before publication.

3.4 Job applications

When you apply for a job through the website, we may collect:

• your name and contact details
• your address or location, if requested on the form
• your employment history
• your qualifications, training and professional experience
• your right to work information
• answers to application questions
• references or referee details, where requested
• your uploaded CV or supporting document
• information generated in the application PDF created by the website
• technical details needed to process and protect the application form

Please do not upload documents containing information that is not relevant to the job application.

3.5 Website and technical information

When you use the website, our systems may process limited technical information, including:

• IP address
• browser type and device information
• date and time of access
• pages visited
• form security checks, such as CSRF tokens, honeypot fields and timed submission checks
• server logs created by the hosting environment

3.6 Admin usersul>

3.6 Admin users

If you access the secure admin section, we may process your domain email address, login token information, login time, session information and activity connected with creating, editing or deleting jobs, blog posts and testimonials.

4. Special category information

Some information you provide may be more sensitive, especially where it relates to health, care needs, disability, mental health, safeguarding, support needs or employment-related information.

We only ask you to provide information that is relevant to your enquiry, service request or application. Where special category information is processed, we will only use it where UK data protection law allows us to do so, such as where you have provided the information for the purpose of your enquiry, where it is needed for health or social care related purposes, where it is needed for employment purposes, or where another lawful condition applies.

5. How we use your information

We may use personal information to:

• respond to general enquiries
• respond to service enquiries and requests for support
• arrange follow-up contact where requested
• understand the nature of the support being requested
• manage feedback and testimonials
• process job applications
• create branded PDF copies of job applications for internal review
• send form submissions to authorised admin recipients
• protect the website from spam, misuse and unauthorised access
• maintain appropriate business and compliance records
• improve our website, services and communication
• meet legal, regulatory or safeguarding responsibilities where they apply

6. Our lawful bases for using personal information

We rely on different lawful bases depending on the reason we are using your information.

6.1 Enquiries and service requests

We may use your information because it is in our legitimate interests to respond to enquiries and provide information about our services. Where your enquiry may lead to a service arrangement, we may also use your information to take steps before entering into a contract or support arrangement.

6.2 Feedback and testimonials

We may use feedback to understand and improve our service. If we wish to publish identifiable feedback as a testimonial, we will only do so where we have a suitable basis and where the information has been reviewed.

6.3 Job applications

We process job application information to take steps before entering into an employment contract, to assess suitability for a role, to meet legal obligations and to support our legitimate interests in recruitment and workforce planning.

6.4 Legal, regulatory and safeguarding matters

Where necessary, we may use information to comply with legal obligations, respond to safeguarding concerns, manage complaints, cooperate with regulators or protect the rights and safety of individuals.

6.5 Website security

We use limited technical information to protect the website, forms, admin area and uploaded files from spam, abuse, unauthorised access and security threats.

7. Who receives your information

Website form submissions may be sent to authorised AVA Care Services admin recipients for review and follow-up. Access is limited to people who need the information for their role.

We may also share information with:

• our website hosting provider and technical support providers
• email service providers used to send and receive website messages
• recruitment or HR personnel involved in processing job applications
• professional advisers, where necessary
• regulators, public authorities or safeguarding bodies where required or permitted by law
• law enforcement or legal bodies where necessary to protect people, rights or services

We do not sell personal information.

8. Job application PDF attachments and CV uploads

When a job application is submitted, the website may create a branded PDF copy of the application and send it to authorised admin recipients. If you upload a CV or supporting document, the file may also be attached or stored securely for recruitment review.

CV uploads are limited to the permitted file types and file size set by the website. Uploaded files are stored in a protected area and should not be publicly accessible through a normal website link.

9. How long we keep information

We keep personal information only for as long as it is needed for the reason it was collected, unless a longer period is required by law, regulation, safeguarding, insurance or legitimate business need.

These periods may be reviewed and adjusted where needed for legal, regulatory, safeguarding, complaint, insurance or audit reasons.

10. Cookies and similar technologies

This website may use essential cookies or similar technologies to make the website work properly, protect forms, support admin login sessions and remember limited security information.

Essential cookies are needed for the website to function and to keep forms and admin areas secure. If analytics, marketing pixels or optional tracking tools are added in the future, this policy should be updated and, where required, a cookie consent mechanism should be used.

You can usually manage cookies through your browser settings. Blocking all cookies may affect website forms, admin login and other security features.

11. Security

We take reasonable steps to protect personal information submitted through the website. These steps may include:

• secure form tokens
• anti-spam checks
• restricted admin access
• magic link login for authorised admin users
• protected storage folders for uploaded documents
• server-side validation of form submissions
• limited access to authorised personnel
• use of secure hosting and email transport where configured

No website or email system can be guaranteed to be completely secure. Please avoid submitting unnecessary sensitive information through website forms.

12. Admin access and magic links

The website admin area is designed to be accessed by authorised users using domain email addresses and login links. Admin users must keep their email accounts secure and must not share login links with anyone else.

Admin activity may be logged for security, accountability and troubleshooting.

13. International transfers

We do not intentionally transfer personal information outside the UK through the public website. However, some hosting, email, software or technical service providers may process data in other locations depending on their infrastructure. Where this applies, we expect appropriate safeguards to be used.

14. Automated decision making

We do not use website form submissions to make solely automated decisions about care services, supported living services or job applications.

15. Your rights

Under UK data protection law, you may have rights in relation to your personal information. These rights may include:

• the right to be informed about how your information is used
• the right of access to your personal information
• the right to ask for inaccurate information to be corrected
• the right to ask for information to be erased in certain circumstances
• the right to ask us to restrict how we use your information in certain circumstances
• the right to object to certain types of processing
• the right to data portability in certain circumstances
• the right to withdraw consent where processing is based on consent

These rights are not absolute and may depend on the lawful basis for processing and the circumstances of the request.

16. How to make a privacy request

If you want to ask about your personal information or exercise a data protection right, please contact AVA Care Services using the website enquiry form and choose the most relevant enquiry option.

To help us respond securely, we may need to confirm your identity before providing information or making changes.

17. Complaints

If you are unhappy with how we handle your personal information, please contact us first so that we can try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office, which is the UK regulator for data protection. You can find more information on the ICO website at ico.org.uk/make-a-complaint.

18. Links to other websites

This website may contain links to other websites. We are not responsible for the privacy practices, security or content of external websites. Please check the privacy policy of any external site before submitting personal information.

19. Changes to this privacy policy

We may update this policy from time to time to reflect changes in our website, services, systems, legal duties or working practices. The latest version will be published on this page.

20. Contacting us about privacy

For privacy enquiries, please contact AVA Care Services through the website enquiry form or by telephone.