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Lifeline Monitoring Service Privacy Notice

How we use your personal information when you contact the Lifeline Monitoring Service  

The Council provides services for local communities and the people who live in them.  Undertaking this work means that we must collect and use information about the people we provide services to and keep a record of those services. Because we collect and use personal information about individuals we must make sure that they know what we intend to do with their information and who it may be shared with. 

We have summarised in this privacy notice some of the key ways in which we use your personal information when you make contact with the Councils 24 hour Lifeline Monitoring Service. This information should be read in conjunction with the Council’s corporate privacy notice

1. Who we are, what we do.

The Council’s 24 hour Lifeline Monitoring Service responds to users of assistive   technology across Rhondda Cynon Taf.   


Calls that are handled by the monitoring service will include life critical calls that are escalated to the emergency services for urgent response, requests for key responders (next of kin, family members etc) to attend to a service user’s need and day-to-day well-being calls. The service responds to calls from peripheral alarms such as pendant alarm, fall detectors, smoke detectors, flood detectors, carbon monoxide sensors, epilepsy sensors and a wide range of other devices.


Calls are received via the PNC7 alarm receiving system, which also stores and processes key information regarding the data subject. This operating system enables operators to receive and respond to calls efficiently and effectively and provide the correct response to/for our customers, using the information provided during the call and the key information recorded regarding the data subject.  


 2. What and whose personal information we hold?

Customers who choose to have assistive technology installed (that is responded to by the Lifeline Monitoring Service) will provide information that we record and process and may share with other relevant service areas/and wider organisations involved in the care and best interests of the customer.


The type of information that is necessary to be recorded will vary depending on the needs of client and typically includes:


  •   Contact and personal details such as name, date of birth, address, telephone number
  •   Medical details and history of the client
  •   Contact details of ‘responders’ to support the client including GP, family members, neighbours, friends etc
  •   Details of the client’s property that may be relevant when responding to emergencies, such as type of dwelling, where the client sleeps, access (if a key safe is fitted, access via back door etc)

3. Where does the service get my information?

In the main, personal information is obtained by means of application/assessment form prior to the installation and monitoring of assistive technology equipment, but can also be updated at a later stage via telephone call or written correspondence. The source(s) of personal information can include:


  •   Information provided directly by the client  when requesting the service
  •   Information provided by a representative of the client (e.g. family member, spouse, partner, child, advocate
  •   Information provided by another member of the public (e.g. complaint or concern)
  •   Information provided by an elected Councillor on behalf of their constituent.
  •   Information provided by other Council officers/services that liaise with the Lifeline Monitoring Service in the interests of its customers, or the Council itself
  •   Information provided by other organisations (e.g. Emergency Services, Social Landlords) regarding an individual.

Where you have provided us with personal data about other individuals, such as family members, neighbours, please ensure that those individuals are aware of the information contained within this notice.



4. What we will do with your personal information?

To ensure that the Council provides the client with a safe service personal information relating to the client and key responders will be used to arrange support in the event of an incident/alarm being triggered.

The information we share and to whom we share your information with will vary depending on the client’s circumstances as identified during any contact with us.


 5. What is the legal basis for the use of this information?

The recording and processing of personal data protects the interest of the subject matter and the Council in meeting:


  • Contract – it is necessary for personal data to be recorded and processed to fulfil the contract held between the data subject(s) and the Council   
  • Vital Interests – in exceptional circumstances, which may extend beyond the requirement of the contract.

 6. Does the service share my personal information with any other organisation?

For the Service to undertake its duties in relation to the Lifeline Monitoring function, we are required to share information with the following:


Other Council departments, mainly:

  • Community and Children Services (e.g. Support at Home service, relevant Social Worker etc)

Other Organisations/Individuals include:


  • Police  
  • Ambulance Service  
  • Fire Service  
  • Local Health Board  
  • Social Landlords (if applicable)

 7. How long will my information be kept?

Information is held on our database for as long as the client is receiving the service. Once the service is terminated, the client is deleted from the database.


Paper records are retained for the client for the period they are in receipt of this service for the current and subsequent financial year (max 24 months) mainly for billing enquiries.


 8. Your information, your rights

The General Data Protection Regulation (GDPR) gives you important rights, including the right to access the personal information the services hold about you.


View further details on your information rights and how to exercise them


 9. Contact Us

If you have any concerns or would like to know more about how the contact centre is using your personal information please contact us in one of the following ways:


By email : ,


By telephone : 01443 425005


In writing : Head of Customer Care, RCTCBC, Ty Elai Offices, Williamstown Rhondda CF401NY