Privacy and cookie policy

Who we are

Old Raven House is a residential and dementia care home at London Road, Hook, Hampshire RG27 9EF, operated by Old Raven Limited, registered in England and Wales. For the purposes of UK data protection law we are the data controller for the personal information described in this policy.

If you have a question about how we handle your information, ring us on 01256 762880 or write to enquiries@oldravenhouse.co.uk.

What this policy covers

This policy explains what we do with the personal information you give us through this website, and what this website does with cookies. Separate and more detailed information is given to residents and their families when someone comes to live at Old Raven House, covering care records, medical information and everything else we hold in order to look after them properly.

The information we collect

When you contact us

If you fill in the enquiry form, send an email or ring us, we collect the information you choose to give us. On the enquiry form that is your name, your email address, your telephone number if you provide one, how soon care is needed, and whatever you write in the message.

When you use the website

Our web server and security tools record standard technical information, such as the pages requested and the approximate location the request came from. This is used to keep the site running and to protect it from abuse.

How we use your information

• To answer your enquiry and, where you would like it, to arrange a visit or send you more to read
• To keep a record of the conversation, so that whoever picks it up next knows what has already been discussed
• To keep the website secure and working properly

We do not sell your information and we do not pass it to anyone for marketing. Making an enquiry will not put you on a mailing list.

Our lawful basis

Where you have contacted us about care, we rely on our legitimate interest in responding to enquiries about the home. Where you have asked us to do something specific, such as send you information, we rely on your consent, which you can withdraw at any time. Where we are required to keep information by law, we rely on our legal obligation to do so.

Who we share it with

We share information only where we need to:

• our web hosting and website support provider, who maintains this site on our behalf
• our email provider, which carries enquiries to us
• regulators, including the Care Quality Commission, and other bodies where the law requires it

Our suppliers act on our instructions and are not permitted to use your information for their own purposes.

How long we keep it

Website enquiries are kept while the conversation is live and for a reasonable period afterwards in case you come back to us, and are then deleted. Where an enquiry leads to someone coming to live at the home, the information becomes part of their care record and is kept in line with the retention rules that apply to care records.

Your rights

Under UK data protection law you have the right to ask us for a copy of the information we hold about you, to have it corrected if it is wrong, to ask us to delete it, to object to what we are doing with it, and to ask us to restrict how we use it. To make any of these requests, contact us using the details above. We will respond within one month.

If you are unhappy with how we have handled your information you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would rather you came to us first, so that we can put it right.