Privacy policy

Last updated: 5 October 2026

This policy explains how Neways Home Help collects, uses and protects your personal information when you use this website, contact us or enquire about our home help service. We only collect what we need, we keep it secure, and we never sell it.

Who we are

Neways Home Help is a service of Neways at Home Ltd. For the purposes of data protection law, Neways at Home Ltd is the data controller for the information described in this policy. Our wider privacy policy for the Neways at Home group is available at newaysathome.co.uk/privacy-policy.

Information we collect

Depending on how you deal with us, we may collect:

• Enquiry details: your name, phone number, email address (if you give one), the type of help you are interested in, and the message you send us through our contact form.
• Messages and calls: information you give us by phone, email, WhatsApp or social media. We may record and monitor telephone calls for training and quality purposes. Recorded calls are deleted within three months.
• Information about someone else: if you contact us on behalf of a parent, relative or friend, we will ask for the details needed to arrange help. Please make sure the person knows you are contacting us, wherever possible.
• Website usage data: technical information such as your IP address, browser type, device and the pages you visit, collected using cookies and similar technologies.

Please do not include sensitive health details in the contact form. If we need them to arrange help, we will ask for them during a conversation or home visit and treat them in confidence.

How we use your information

• To reply to your enquiry and arrange a free, no-obligation home visit.
• To plan, provide and manage the home help service, and keep the records we need to do so.
• To contact you urgently if there is a safety concern.
• To keep our website secure, prevent spam and understand how it is used so we can improve it.
• To meet our legal and regulatory duties, and to deal with complaints or claims.
• To send you news and updates about our services, but only if you have agreed to receive them. You can opt out at any time.

Our legal basis for using your information

• Taking steps at your request before entering into an agreement, and performing that agreement once you are a client.
• Legitimate interests: running and improving our service, keeping our website secure, responding to enquiries, and understanding how the website is used through basic analytics cookies (which you can reject at any time), where this does not override your rights.
• Consent: for marketing messages. You can withdraw consent at any time.
• Legal obligation: where the law requires us to keep or share information.
• Vital interests: in rare cases, to protect someone from serious harm.

Who we share it with

Your information is only seen by our own staff who need it to help you. We also use trusted providers who process information on our behalf and under our instructions, for example website hosting, email, spam protection, website analytics and messaging services such as WhatsApp. We may share information with regulators, the police or other authorities where we are required to by law. We do not sell your personal information.

Where we store it and how we protect it

Information is held on secure, cloud-hosted servers protected by firewall and anti-virus software. Access is limited to the staff who need it. No method of transmission over the internet is completely secure, but we take reasonable steps to protect your information.

How long we keep it

We keep personal information only for as long as we need it for the purpose it was collected, and to meet legal and regulatory requirements.

• Enquiries that do not lead to a service are kept only as long as needed to reply and deal with any follow-up questions.
• Client records are kept for the periods required by law and regulation.
• Marketing details are kept until you tell us you no longer want to hear from us.
• Recorded phone calls are deleted within three months.

Cookies

This website uses cookies. Some are essential to make the site work. We also use analytics cookies (Google Analytics) to understand how the site is used, for example which pages and buttons are used, so we can improve it. These analytics cookies are switched on by default. You can switch them off by choosing "Reject all" in the cookie banner. You can also change your choice at any time by clearing this website's cookies in your browser, which will show the banner again, or by using your browser settings. More information is in our cookies policy.

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct anything that is inaccurate or incomplete;
• ask us to erase your information, unless we must keep it by law;
• ask us to restrict or stop using your information, or object to how we use it;
• ask for your information in a portable format where this applies; and
• withdraw your consent at any time where we rely on it.

To use any of these rights, contact us using the details above. If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would always appreciate the chance to put things right first.

Links to other websites

Our website links to other websites, including the main Neways at Home website. We do not control these sites and are not responsible for their privacy practices, so please read their policies.

Changes to this policy

If we change this policy, we will post the updated version on this page and, where appropriate, let you know by email.