Solihull Community Advice Hub Privacy Policy

The Solihull Community Advice Hub Privacy Policy has been updated and is compliant with the General Data Protection Regulation (GDPR) 2018.

At the Solihull Community Advice Hubs we are committed to protecting and respecting your privacy. It is important to let you know how we use your information and how we ensure it cannot be misused in any way. This Policy explains when and why we collect personal information, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes.
Any questions regarding this Policy and our privacy practices should be sent by email to or by writing to Solihull Community Advice Hubs, The Core, Homer Road, Solihull B91 3RG. Alternatively, you can telephone 0121 704 7840

Who are we?

We are the Solihull Community Advice Hubs. The Community Advice Hubs provide high quality Information & Advice to all residents of Solihull and enable access to any services that can meet your individual needs and circumstances. The Community Advice Hubs are managed by Age UK Solihull which is a registered charity (no. 1055887) and company limited by guarantee (no. 3180062). The registered address is The Core, Homer Road, Solihull, B91 3RG.

When do we collect information about you?

This will depend on how you access the Community Advice Hubs and the purpose of your of your contact. You will always be asked for your consent and/or to positively opt-in to receiving support or information, this will normally be by:

  • signing a consent form
  • ticking a box on the website
  • giving verbal agreement over the phone

We will always explain to you why we need the information and what we do with it. We will also ask you how you would prefer that we contact you (this may need to be in a specific format dependent upon the nature of how we are supporting you and this will be discussed and agreed with you).

The information we collect

The type of personal information the Community Advice Hubs require from you will depend on the service(s) you are using. The information we may collect includes but is not limited to:

  • Name, address, telephone number and an email address if available
  • Gender, age and ethnicity
  • If you require information in an accessible format to meet your individual needs.

Some services will require more personal information, which may include:

  • Marital Status
  • GP Practice
  • Next of Kin
  • Household tenure
  • Disability, medical and health information.

How is your information used?

Your information is used to provide you with the services and support you ask us for. We may also access your information:

  • for quality and training purposes
  • to investigate complaints
  • to ask you for feedback and to monitor the service provided to you
  • to ensure you are safe

How we store your information

Information we take from you will be held securely on Age UK Solihull’s database, Charitylog which can only be accessed by relevant Community Advice Hub and Age UK Solihull employees and volunteers.

Your personal details will remain on our database only for as long as it is relevant to store them (this may depend on the issue(s) we have supported you with or who we are funded by). We may also archive and store a minimal amount of information about you to justify any future legacy claims. This information will only be accessed under the direction of the Chief Executive Officer or her deputy and only for the sole purpose of the legacy.

You have the right to expect your personal information to be accurate. You have the right to ask for certain personal data to be erased. You have the right to withdraw your consent at any time.

Sharing your information

In order to fully meet your individual needs we may need to work with other organisations to ensure you receive all the services you require. With your consent we may share relevant information about you with organisations who you agree should be involved in your support, this would usually be another voluntary service or an organisation such as Adult Social Care.
We will not use your data in a way you would not wish. We may give some statistical data to our funders, however this will always be anonymous and not contain any information that could identify you.
The Community Advice Hubs will only disclose your personal information without your consent when we are required to by law. We may also provide relevant information to medical personnel or other professionals in case of an emergency when you are under our care or we believe you are at immediate risk. We will always work in your best interests.

How long is your information kept for?

We keep your information for no longer than is necessary for the purposes it was collected for. The length of time we retain your personal information for is determined by operational and legal considerations. For example, we are legally required to hold some types of information to fulfil our statutory and regulatory obligations (e.g. health/safety and tax/accounting purposes).
We review our retention periods on a regular basis.

Keeping your information safe

When you give us personal information, we take steps to ensure that appropriate technical and organisational controls are in place to protect it.

When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Your Data Protection Rights

Your right of access

You have the right to ask us for copies of your personal information. This right always applies. There are some exemptions, which means you may not always receive all the information we process.

Your right to rectification

You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. This right always applies.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing

You have the right to object to the processing of your information in certain circumstances. You have an absolute right if your information is being used for direct marketing purposes. If we are processing your information because it forms part of our public tasks or is in our legitimate interests we may decide that we can continue to process your information but we will inform you of the reasons why.

Your right to data portability

This only applies to information you have given us. You have the right to ask that we transfer the information you gave us from one organisation to another, or give it to you. The right only applies if we are processing information based on your consent or we use your data as part of a contract we have with you. If we are processing your information for criminal law enforcement purposes, your rights are slightly different.

You are not required to pay any charge for exercising your rights. We have one month to respond to you.

Please contact us at if you wish to make a request, or contact us on 0121 704 7840

More information about your data protection rights can be found on the Information Commissioners website

If you use our website

We obtain information about you when you use our website, for example, when you use the ‘contact us’ form to make an enquiry.

The information we collect

The personal information we collect might include your name, address, email address, IP address, and information regarding what pages are accessed and when.

How is your information used?

We may use your information to:

  •  to carry out our obligations arising from any contracts entered into by you and us;
  • seek your views or comments on the services we provide;
  • notify you of changes to our services;
  • send you communications which you have requested and that may be of interest to you;
  • process an enquiry on the ‘contact us’ form or through the online chat function;

Use of Cookies

Like many other websites, the Community Advice Hub website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.

Links to other Websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to Solihull Community Advice Hubs‚ so we encourage you to read the privacy policies on other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.


Any CCTV used in or around our offices is not operated by us, so we are not the controller. It will be under the control of the relevant building landlord.

Accessing the Information we hold about you

You have the right to request access to any personal information Age UK Solihull holds about you. This is known as a Subject Access Request. You can find out more about this on our website at or by telephoning 0121 704 7840.

Who has access to your information?

We will not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

Third Party Product Providers we work in association with: When you are using our secure online donation pages, your donation is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.

How you can update your information

The accuracy of your information is important to us. If any of the other information we hold about you is inaccurate or out of date, please email us at:, or write to us at: Solihull Community Advice Hub, The Core, Homer Road, Solihull B91 3RG. Alternatively, you can telephone 0121 704 7840.

Security precautions in place to protect the loss, misuse or alteration of your information

When you give us personal information, we take steps to ensure that it’s treated securely.

16 or Under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please, where possible, get your parent/guardian’s permission beforehand whenever you provide us with personal information.

When we may use your information without your consent

There may be times we need to use or share your information without you consenting for us to do so. If we do this it’s because there is a lawful basis to do so, for example:

  • Legal obligation – a court orders us to share your information
  • Vital interests – to protect you if you are at immediate risk, you have a medical emergency or if you need safeguarding against abuse
  • Legitimate interests – sharing information within Age UK Solihull to provide you with a complete and safe service that meets your needs and archiving a minimal amount of restricted data in order to justify a legacy claim.
  • Public task – processing of information on behalf of a public body i.e. Age UK Solihull delivers the Council’s obligation to provide universal information and advice under the Care Act 2014. We may provide them with anonymised or pseudonymised statistical information and case studies. We may also be required to report certain information about you i.e. a ‘barred’ list
  • Contract – for example to fulfil our contract with you if you are an employee of Age UK Solihull.

We may also use your information to defend ourselves legally.

Questions and Complaints

If you have any specific questions about how we use your information or look after it, please contact the Age UK Solihull Head of Services on 0121 704 7840.

If you think your data rights have been breached, you are able to raise a complaint with the Information Commissioner (ICO). You can contact the ICO at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF or by telephone on 0303 123 1113 (local rate) or 01625 545 745.

Review of this Policy

We keep this Policy under regular review. This Policy was last updated in August 2018.