Privacy Notice
At The Guardian Care Hub, we are committed to protecting and respecting your privacy. This Privacy Notice
explains how we collect, use, store, and share your personal information when you use our services, equipment, software platforms, and website.
This policy applies to all clients, service users, representatives, attorneys, family contacts, and visitors interacting with The Guardian Care Hub.
1. Who We Are
The Guardian Care Hub provides a remote wellbeing monitoring and independent living support service for individuals living in their own homes throughout the United Kingdom. To deliver this service, we install, configure, maintain and support monitoring equipment within your property. The equipment remains the property of The Guardian Care Hub and is used solely to facilitate delivery of our services.
For the purposes of UK data protection law, The Guardian Care Hub is the Data Controller for the personal information we collect directly from you.
In delivering our services, we may use approved third-party providers, including healthcare technology and cloud service providers, who act as Data Processors on our behalf.
2. What Information We Collect
We collect only the information necessary to provide our services safely and effectively.
The personal information we may collect includes:
Personal Information
- Name
- Address
- Telephone
- Date of Birth
- Next of Kin
- Primary Contact
- Emergency Contacts
- Lasting Power of Attorney
- Deputy
- Representative
- GP Details
- Other healthcare professional details where required
Health & Care Information
Before the Guardian Care Hub Service is activated we complete a Service Assessment to understand the Service User’s home environment, wellbeing requirements, nominated contacts and monitoring preferences.
- A general overview of your current health conditions
- Mobility or wellbeing information
- Relevant or additional care requirements
- Information relating to your daily routines and wellbeing needs
You are responsible for informing us of any changes to the above details to ensure our equipment remains set up for its intended purpose.
Technical & Device Information
Where applicable, our systems and devices may collect:
- Device usage information
- Equipment status and connectivity information
- Alert notifications
- Monitoring data entered manually or collected automatically through approved devices or sensors
Website Information
When you use our website, limited technical information such as cookies and browser information may be collected to maintain website functionality and security.
3. How We Use Your Information
We use your personal information to:
- Deliver and manage the Guardian Care Hub monitoring service.
- activate the service
- monitor wellbeing alerts
- manage nominated contacts
- arrange engineer visits
- maintain equipment
- provide customer support
- improve service delivery
- protect against misuse of the service
We will only use your personal data where we have a lawful basis to do so.
4. Lawful Basis for Processing
Under UK GDPR, we rely on the following lawful bases:
- Contractual Necessity
- Processing is necessary to provide services under our agreement with you.
- Legitimate Interests
- Processing is necessary for the legitimate operation, safety, improvement, and administration of our services.
- Legal Obligations
- We may process data to comply with legal or regulatory obligations, including safeguarding responsibilities.
- Vital Interests
- In limited circumstances, information may be used to protect someone’s health, wellbeing, or safety.
- Performance of a Contract
5. Special Category Health Data
Some information we collect is considered special category data under UK GDPR because it relates to health.
We process health-related information only where necessary for:
- delivery of wellbeing monitoring services
- Care planning and support
- Safeguarding
- Managing and monitoring care technology services
The legal basis relied upon under Article 9 UK GDPR is:
- Article 9(2)(h) — provision of health or social care
- Article 9(2)(c) — protection of vital interests where applicable
We take additional security measures when processing health-related information.
We may collect:
- sensor generated activity
- movement information
- falls alerts
- inactivity alerts
- environmental readings
- wellbeing alerts
- equipment diagnostics
- installation records
- service records
- audit logs
- engineer visit records
- equipment serial numbers
The Guardian Care Hub does not routinely collect audio recordings, video recordings or images unless specifically stated for a particular product or service.
6. Sharing Your Information
We do not sell your personal information.
We may share your information with:
What if we do want to buy and share in the future? SM to ask AC and Whzan.
Approved Service Providers
Including:
- Cloud hosting providers
- Software providers
- Care technology manufacturers
- Installation or maintenance contractors
These providers process information only on our instructions and under strict confidentiality obligations.
Healthcare or Care Professionals
Where appropriate and authorised, we may share relevant information with:
- GPs
- Healthcare professionals
- Social care providers
- Emergency services
- Family members or authorised representatives
Legal & Regulatory Authorities
Where required by law, safeguarding obligations, or regulatory requirements.
7. Third-Party Technology Providers
Some services and devices we provide utilise third-party healthcare technology platforms and cloud infrastructure providers.
Current approved processors include:
- Microsoft Azure UK
- Whzan Digital Health Ltd
These providers may process information on our behalf in accordance with their own security and privacy obligations.
Whzan Digital Health Limited acts solely as a Data Processor on behalf of The Guardian Care Hub. The Guardian Care Hub remains the Data Controller.
We take reasonable steps to ensure all providers maintain appropriate technical and organisational safeguards. If you wish to understand how our third party providers using collects and uses the information,contact us on info@theguardiancarehub.com
8. How Long We Keep Information
The Guardian Care Hub retains personal information only for as long as is necessary to provide our remote wellbeing monitoring service, administer your account, fulfil the purposes described in this Privacy Notice, comply with legal and regulatory obligations, resolve disputes, protect our legal rights, and meet our contractual responsibilities.
Where personal information is no longer required for these purposes, or where you have exercised your rights under UK data protection legislation and there is no lawful basis for continued processing, we will securely delete or anonymise your personal information in accordance with our Data Retention Policy and applicable legal requirements.
Following the termination of the Guardian Care Hub service, certain information may be retained for a limited period where this is necessary to comply with legal obligations, maintain appropriate business records, respond to regulatory requirements, or establish, exercise or defend legal claims.
Secure copies of information may also remain within encrypted backup and disaster recovery systems for a limited period after deletion from our live systems. These backups are maintained solely to protect against accidental loss, corruption or system failure and are securely overwritten in accordance with our data retention schedule. Backup data is typically retained for up to 12 months before being permanently overwritten.
Once the applicable retention period has expired, personal information will be securely deleted or permanently anonymised in accordance with our information governance procedures.
9. Data Security
The Guardian Care Hub is committed to protecting the confidentiality, integrity and security of your personal information. We take appropriate organisational measures to protect the information we collect, process and share as part of delivering our remote wellbeing monitoring service.
Where we use approved third-party technology providers to deliver our services, we take reasonable steps to ensure they implement appropriate technical and organisational security measures.
Our current monitoring platform provider, Whzan Digital Health Limited, utilises security measures including:
- AES-256 encryption to protect data stored within its systems.
- Transport Layer Security (TLS) 1.2 or higher to encrypt data during transmission.
- Multi-Factor Authentication (MFA) to help prevent unauthorised access.
- Secure cloud hosting within Microsoft Azure data centres located in the United Kingdom.
- Information security controls certified to recognised industry standards, including ISO 27001, Cyber Essentials Plus, and TEC Quality.
In addition, The Guardian Care Hub maintains appropriate physical, electronic and procedural safeguards in relation to the collection, use, storage and disclosure of personal information. As part of our security procedures, we may ask you to verify your identity before disclosing personal information or making changes to your account.
Where monitoring equipment is installed as part of the Guardian Care Hub service, the devices incorporate security features designed to help protect against unauthorised access and loss of data, including encryption of data stored locally on the device and within secure cloud infrastructure where applicable.
You also play an important role in protecting your personal information. Where you have access to online services or accounts associated with the Guardian Care Hub service, you should keep your passwords secure, avoid sharing login credentials, and sign out when using shared or public devices.
Whilst we and our approved technology providers take appropriate steps to safeguard personal information, no method of electronic transmission, storage or processing can be guaranteed to be completely secure.
10. Complaints
If you have concerns about how we use your personal information, please contact us first so we can try to resolve the matter.
Internal privacy complaints should be sent to:
If you suspect that a breach of data confidentiality has occurred you should notify us immediately on Telephone: 020 4615 6009or Email: info@theguardiancarehub.com
You also have the right to complain to the UK Information Commissioner’s Office (ICO):
Information Commissioner’s Office
11. Cookies – NOT YET APPLICABLE (dependant on Landing page/web devs)
Our website may use essential cookies to support website functionality, security, and user experience.
These cookies do not typically collect sensitive personal information.
You can control cookies through your browser settings.
12. Changes to This Privacy Notice
We may update this Privacy Notice from time to time to reflect:
- Changes in legal requirements
- Service improvements
- Technology updates
- Operational changes
The latest version will always be available upon request or via the website.
13. Contact Us
If you have any questions about this Privacy Notice or your personal information, please contact: info@theguardiancarehub.com
We may update this Privacy Notice from time to time to reflect changes in legislation, technology, our service offering or operational requirements. The latest version will always be available on our website or on request. Where changes materially affect how we process your personal information, we will notify you where required by law.
We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected.
We are My Life My Care Limited trading as Guardian Care Hub.
Address: 36 Upper Brook Street, London W1K 7QJ
Email: info@theguardiancarehub.com
Company Number: 16505895
Telephone Number: 020 4615 6009
You benefit from statutory rights of the consumer under Part 1 of the Consumer Rights Act 2015. A copy of our Company’s Complaints Procedure is available www.theguardiancarehub.com