Privacy Notice

This notice explains how Hope and Help collects, uses and protects your personal information. Last updated 30 September 2026.

Who we are

Hope and Help is a registered charity in England and Wales (Registered Charity Number 1191730). Our centre is at Springwell House, 2 Shear Bank Road, Blackburn BB1 8AP. We are the data controller for the personal information you give us. You can contact us about your information by email at info@hopeandhelp.uk, by phone on 01254 94 66 66, or by post at the address above.

What information we collect

Depending on how you contact us, we may collect:

• your name, contact details (phone, email, address and postcode), date of birth or age, and how you heard about us
• details about the support you are asking for, which can include information about your marriage and family, your health and wellbeing, your faith, bereavement, addiction or other personal circumstances
• information you give us about other people, such as a spouse or children, when this is needed to support you
• notes of our conversations and sessions with you
• your messages, feedback, volunteer applications and newsletter sign up
• orders and payments for our resources (payments are handled by PayPal; we do not see your card details)
• information about how you use our website, only if you accept analytics cookies

Some of this is “special category” information under data protection law, for example information about your health or religious beliefs. We treat it with extra care.

How we use your information

We use your information to:

• respond to your enquiry and provide the support you have asked for
• arrange appointments and keep a confidential record of the support we give
• reply to messages, feedback, questions for our scholars and volunteer applications
• send our newsletter, only if you have asked for it
• process orders for our resources
• keep our services safe, meet our legal duties and improve our services

Our lawful basis

• Consent: for the information you share on our enquiry and other forms, including special category information, we ask for your explicit consent. You can withdraw it at any time by contacting us.
• Legitimate interests: to run our services, keep records and respond to you.
• Legal obligation: where the law requires us to keep or share information, for example for safeguarding.
• Contract: to process orders you place with us.

Confidentiality and its limits

Everything you tell us is treated in confidence. We will only share information without your agreement if we believe you or someone else, especially a child or an adult at risk, is at risk of serious harm, or if the law requires us to. Where it is safe to do so, we will tell you first.

Who we share information with

We do not sell your information. We only share it with:

• our trustees, staff, scholars and volunteers who need it to support you, all of whom are bound by confidentiality
• service providers who hold data for us under contract: our website host (Hostinger), our email provider (Microsoft 365), Google Analytics (only with your consent) and PayPal (for payments)
• other organisations, such as the police, children’s or adult social care, or health services, only when needed to keep someone safe or when the law requires it

How long we keep information

We keep your information only for as long as we need it to support you and to meet our legal duties, and then delete it securely.

How we protect your information

Our client records are held in a secure, password protected system that only authorised people can use. Our website uses encryption (HTTPS).

Your rights

You have the right to ask for a copy of your information, to ask us to correct or delete it, to limit or object to how we use it, to withdraw your consent, and to ask for your information to be transferred. To use any of these rights, contact info@hopeandhelp.uk. We will reply within one month.

If you are unhappy with how we have used your information, please tell us first. You also have the right to complain to the Information Commissioner’s Office: ico.org.uk, telephone 0303 123 1113.

Cookies

We only use analytics cookies (Google Analytics) if you accept them in our cookie banner. You can change your choice at any time using the “Cookie settings” link at the bottom of every page.

Changes to this notice

We may update this notice. The date of the latest version is shown at the top of the page.