Privacy policy
How Integrated Support Services Ltd handles personal information, and the rights you have over it under the UK GDPR and the Data Protection Act 2018.
1. Who we are
Integrated Support Services Ltd ("we", "us", "our") is a domiciliary care provider registered in England and Wales. We are registered with the Information Commissioner's Office as a data controller under registration number ZB615428.
We are also registered with the Care Quality Commission (location ID 1-13233433171) to provide personal care. That registration brings additional legal duties about how care records are kept, which are separate from — and stricter than — the duties described on this page.
2. What this policy covers
This policy covers personal information handled through this website and through enquiries made to us by phone, email or WhatsApp.
It does not cover the care records we hold about people we support. Those are governed by our care-record retention policy, which we provide in full to every client and, where appropriate, their family. If you need a copy, ask us and we will send it.
3. Information we collect through this website
3.1 Information you choose to send us
If you contact us — by the enquiry form, by email, by phone or by WhatsApp — we will receive whatever you choose to tell us. That will usually include your name, a telephone number, and a description of the care you are asking about. It may also include an email address, a postcode, and information about the health or circumstances of the person needing care.
Information about health is special category data under the UK GDPR and receives additional protection. We only ask for it where it is genuinely needed to answer your enquiry, and we ask you not to send more than is necessary at this stage.
3.2 Information stored on your own device
This website does not set cookies for advertising, analytics or tracking, and it does not send your enquiry to any server we control. It does store two small items in your browser's local storage:
| Name | What it holds | Why |
|---|---|---|
| iss_cookie_choice_v1 | The fact that you dismissed the cookie notice | So the notice does not reappear on every page |
| iss_enquiry_draft | A draft of the enquiry form, but only if you tick the box asking us to save it | So you can leave the form and come back to it |
Both items stay on your device. They are not transmitted to us and we cannot read them. You can delete them at any time using the button on the contact page, or by clearing site data in your browser settings.
3.3 How the enquiry form works
When you complete the enquiry form and press the button, nothing is sent to this website. Instead, your browser composes a message and opens it in WhatsApp, on your own device, for you to review and send yourself. If you close WhatsApp without sending, nothing has been transmitted and we will never know you filled the form in.
If you do send it, WhatsApp (operated by Meta Platforms, Inc.) transmits the message to us. Meta is an independent data controller for that transmission and processes it under its own privacy policy. We cannot control that processing. If you would prefer not to use WhatsApp, please email or telephone us instead — both reach the same team.
3.4 Technical information
Like almost all websites, the server that hosts this site will automatically record technical information when a page is requested — typically the date and time, the page requested, and the IP address of the requesting device. This is standard web server logging, used to keep the site running and secure. Our hosting provider acts as our processor for this purpose.
3.5 Web fonts
This website loads its typefaces from Google Fonts, a service operated by Google Ireland Limited. When a page loads, your browser requests font files from Google's servers, which necessarily discloses your IP address to Google. We use Google Fonts because it keeps the site fast and consistently rendered, and we consider this a legitimate interest. Google's own privacy policy governs what Google does with that request.
4. Why we are allowed to use your information
Under the UK GDPR we must have a lawful basis for processing personal data. For the purposes described on this page we rely on:
- Legitimate interests — to respond to an enquiry you have chosen to make, and to keep our website secure and working. We have considered your rights and interests and do not believe this use is unfair to you.
- Consent — where you have actively agreed to something, such as saving a draft of the form on your device. You can withdraw consent at any time by deleting the draft.
- Explicit consent — where you choose to tell us about somebody's health. Please only share this where it is necessary, and only where you are entitled to share it on that person's behalf.
- Legal obligation — where we are required to keep or disclose information by law, including in relation to the regulated care services we provide.
5. Who we share information with
We do not sell personal information and we do not share it for marketing. We may share it with:
- Our hosting provider, which stores the website and its server logs.
- WhatsApp (Meta Platforms, Inc.), where you choose to contact us that way.
- Google Ireland Limited, as described in section 3.5.
- Professional advisers, regulators or the emergency services, where the law requires it or where there is a serious risk to somebody's health or safety.
6. Sending information outside the UK
Meta and Google are based in the United States and may process data outside the United Kingdom. Both maintain safeguards for international transfers — typically the UK International Data Transfer Addendum to the EU Standard Contractual Clauses. If you would prefer that your enquiry does not leave the UK, please telephone or email us instead of using WhatsApp.
7. How long we keep information
- Enquiries that do not become care arrangements: normally up to 12 months, so we can pick up the conversation if you come back to us.
- Server logs: held by our hosting provider for a short period, typically no more than 30 days.
- Care records, where you become a client: retained in line with our care-record retention policy and applicable CQC and NHS requirements.
- Local storage on your device: until you delete it. We have no access to it and no ability to delete it for you.
8. Your rights
Under the UK GDPR you have the right to:
- be told what we do with your information, which is what this page is for;
- ask for a copy of the personal information we hold about you;
- ask us to correct information that is inaccurate;
- ask us to delete information, where there is no overriding legal reason for us to keep it;
- ask us to restrict what we do with it, or object to our processing it;
- ask for information you gave us to be provided in a portable format;
- withdraw consent at any time, where consent is what we are relying on.
To exercise any of these rights, contact us using the details below. We will respond within one month. There is normally no charge. Where a request concerns the care record of somebody else, we may need to check that you are entitled to make it on their behalf.
9. Cookies
This website does not use cookies. It uses local storage only, as described in section 3.2. For full detail, see our cookie policy.
10. How to complain
If you are unhappy with how we have handled your information, please tell us first — we would rather fix it. If we cannot resolve it, you have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
11. Changes to this policy
If we change how we handle personal information we will update this page and change the date at the top. We will not apply a new policy retrospectively to information collected under an older one.
12. Contacting us
Integrated Support Services Ltd
Office 7, Unit 30 Brunel Road, Manor Trading Estate, Benfleet, Essex SS7 4PS
Telephone 01268 964605
Email info@integratedsupportserviceltd.com
Please noteThis policy describes how the website and our enquiry channels work. It is not the same document as our care-record privacy notice, which is provided to every client and covers the much more detailed information we hold in order to deliver regulated care. Ask us for a copy at any time.