Covid-19 Privacy Policy (February 24, 2021):

Covid-19 Privacy Notice

This notice describes how we may use your information to protect you and others during the Covid-19 pandemic. It supplements our main Privacy Policy which is available below.

This notice applies to service users, staff and visitors.

In the current emergency it has become even more important to share health and care information quickly across relevant organisations. The health and social care system, including care in hospices, is facing significant pressures due to the Covid-19 pandemic. Health and care information is essential to deliver care to individuals, to support health and social care services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the pandemic.

Hope House Children’s Hospices are required to comply with national reporting procedures within England and Wales. We will complete all necessary reporting tools with all Covid-19 related incidents and will provide all appropriate organisations with the data they require to deal with the pandemic. Therefore, we will share any health information we are required to report on with the appropriate agencies/authorities during this pandemic.

Existing law, which allows confidential patient information to be used and shared appropriately and lawfully in a public health emergency, is being used during this pandemic. Using this law, the Secretary of State has required healthcare organisations, GPs, local authorities and arm's length bodies to share confidential information to respond to the Covid-19 pandemic. Therefore, Hope House Children’s Hospices may be required to share your health information with such bodies and appropriate agencies. Any information used or shared during the Covid-19 pandemic will be limited to the period of the pandemic unless there is another legal basis to use the data. Further information is available on here:

During this period of emergency, we may offer you a consultation via telephone or video- conferencing. Your personal/confidential patient information will be safeguarded in the same way it would with any other consultation.

We are also required to share personal/confidential information with health and care organisations and other bodies engaged in disease surveillance for the purposes of research, protecting public health, providing healthcare services to the public and monitoring and managing the pandemic. From 27th January 2021 we are also required to keep a record of any information we do share.

Further information about how health and care data is being used and shared by NHS and social care organisations in a variety of ways to support the Covid-19 response can be found here.

Where you tell us you are experiencing Covid-19 symptoms we may need to collect specific health data about you. Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.

We may also be required to share details and results from any Covid-19 test which you have taken at our Hospices. We will ask for your consent to undertake any testing, and the specifics of who we may share your data with will be outlined in the consent form.

If you have a concern or complaint regarding the processing of your personal data, you can contact us at [email protected] Full details can be found in our main privacy policy below.

We may amend this privacy notice at any time so please review it frequently. The date at the top of this page will be amended each time this notice is updated.

Privacy Policy (May 2018)

At Hope House Children's Hospices, we are committed to protecting and respecting your privacy, so this policy explains when and why we collect personal information, how we use it, when and why we might share it and how we keep it secure. It also details your rights in relation to your personal information. The policy will be updated from time to time so please check this page occasionally. Should you have any questions about this policy or your rights regarding your personal information, or if you would like to update your contact preferences, please use the following contact details:-

Hope House Children's Hospices
Nant Lane, Morda
Oswestry, SY10 9BX

01691 671 671

[email protected]

Who are we?

Hope House Children's Hospices has two children's hospices; Hope House in Oswestry and Ty Gobaith in Conwy, is a registered charity in England and Wales (charity number 1003859), and a registered company in England and Wales (company number 2588103). We have two subsidiary companies - Hope House (Trading) Ltd. and Hope House (Lottery) Ltd. This policy will refer to 'Hope House' as a shorthand for the three combined companies.

How do we collect personal information?

We may collect your information when you use our website to contact us, register for an event, sign up to our Lottery, register for our newsletter, make a donation, or buy something from our online shop. We may also collect your information via email, over the phone, in person at one of our hospices, offices or shops or at an event organised by us or somebody else. Information might be provided in digital form, verbally or in writing, and be received directly from you or from a third party you have permitted to do so.

What personal information do we collect?

We might collect your title, name, address, occupation, email address, date of birth, phone numbers, emergency contact details or bank or card details to set up a single or regular payment.

Using our website

When making a payment on our website, your payment is collected by a third party processor, who specialise in secure online processing of transactions. When visiting our website, we will also record your IP address, and information regarding the pages you access. We use small files known as cookies to monitor usage of our website including visitor numbers and page views. For more information on our Cookie policy visit If you visit one of our pages that includes external content (e.g. YouTube), you may be presented with cookies from these websites; you should check these third party websites for more information about their cookies. You can disable cookies when using our website, though some of the functionality may be affected. We use Google Analytics to understand how people use our website so we can make it more effective. Google Analytics collects anonymous information about activity on our website using cookies.

Why do we collect personal information?

We only collect the minimum amount of personal information required to fulfil the purpose for which it is collected. You may decide not to provide us with your information or to request that we stop processing your information at a later date, though this may affect your ability to participate in or benefit from some of the activities undertaken by Hope House. Personal information which we collect from you may be used in a number of ways including, but not limited to:-

  • Replying to an enquiry you have made to Hope House via phone, text, email or post;
  • Creating a record of a donation you have made or processing a regular gift;
  • Completing an order for something you have purchased from our online shop;
  • Reclaiming Gift Aid on donations from HM Revenue and Customs;
  • Registering you to participate in a fundraising activity or play the lottery;
  • Sending you information about the charity, our activities and our fundraising events;
  • Carrying out our obligations arising from any contracts entered into by you and us;
  • Processing entries into a competition or raffle;
  • Seeking your views/comments on the services we provide or activities we undertake;
  • Notifying you of changes to our services, events or activities;

Hope House will only process your personal data where we have a legal basis for doing so as stipulated by current data protection and privacy legislation, namely:-

  • Where we have your explicit consent (see below)
  • In order to comply with a legal obligation
  • When performing official functions or tasks in the public interest
  • If it is in your or somebody else's vital interests
  • To fulfil a contractual requirements
  • When to do so is in our legitimate interests (see below)


Consent means offering you a real opportunity to state whether or not you wish to allow the processing of your personal information. When processing your information on the basis of consent, we will ensure you are fully aware of what you are consenting to and only use your information for that purpose. You can withdraw your consent at any time using the contact details above. We have determined that processing your personal information on the basis of consent is lawful and legitimate when:-

  • Sending communications to you via email or SMS text message promoting the work of Hope House and ways in which you can support us.

Legitimate Interests

Hope House may undertake data processing in pursuit of our legitimate interests, where to do so will not infringe your rights or interests as the data subject. To ensure this is correctly assessed, we undertake a balancing exercise to ensure that our processing does not adversely impact you. In the case of the following data processing activities, we have determined that the processing of your information for these purposes is lawful and legitimate:-

  • Sending communication to you via the post about our work and ways you can support us;
  • Registering you for a fundraising event in which you wish to take part;
  • Processing any of your information received from a third party (e.g. JustGiving);
  • Maintaining your information on our secure database to record your support;
  • Recording your contact details to enable collections/deliveries to addresses you provide.

You have the right to object to the processing of your personal information on the grounds of legitimate interests as detailed below in 'Right to object'.

Who do we share personal information with?

Hope House will not share your information with third parties for marketing purposes and will not sell or rent your information to third parties, though within the Hope House, 'group' data is sold by Hope House (Lottery) Ltd to its parent company, Hope House Children's Hospices.

Some of the systems operated by Hope House are provided and/or supported by third party providers including database management and payment processing at remote sites accessed via the internet. We use external companies to assist with fundraising activities such as letter production and mailing, lottery recruitment and management and data analytics. Where services are provided by a third party, your personal information may be released to the third party data processor under an agreed contract, which will fulfil the requirements of the data protection legislation, including stipulating how the information is to be transferred, secured and destroyed, the purpose(s) for which it can be used and how the processor will assist Hope House in ensuring your rights are fulfilled.

If you use your credit or debit card to donate to us, buy something or make a booking online, we pass your credit card details securely to our payment processing partner as part of the payment process in accordance with the Payment Card Industry Standard. We hold details for up to 28 days for legal requirements after which they are deleted or destroyed. Hope House may share your personal information with third parties outside of the European Economic Area if any of the exemptions detailed in the General Data Protection Regulation are met. In the case of data processors in the USA, only those certified under the U.S. Privacy Shield framework regarding the collection, storage, transfer, use and other processing of personal data will be utilised.

Your data may also be available to our website provider to enable us and them to deliver their service to us, carry out analysis and research on demographics, interests and behaviour of our users and supporters to help us gain a better understanding of them to enable us to improve our services.  This may include connecting data we receive from you on the website to data available from other sources.  Your personally identifiable data will only be used where it is necessary to deliver their services to us or for the analysis required, and where your interests for privacy are not deemed to outweigh their legitimate interests in developing new services for us.  In the case of this activity the following will apply:

  1. Your data will be made available to our website provider
  2. The data that may be available to them include any of the data we collect as described in this privacy policy.
  3. Our website provider will not transfer your data to any other third party, or transfer your data outside of the EEA.
  4. This processing does not affect your rights as detailed in this privacy policy

How do we protect personal information?

We take appropriate physical, electronic and managerial measures to ensure that we keep your information secure, accurate and up to date, and that we only keep it as long as is reasonable and necessary. Any payment card, bank or direct debit details we receive on our website are passed securely to our payment processing provider according to the Payment Card Industry Security Standards, and all online financial transactions are encrypted using SSL (Secure Sockets Layer).

How long do we keep personal information?

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations (for example the collection of Gift Aid). We will hold your personal information on our systems for as long as is necessary for the original purpose, or as long as is set out in any relevant contract you hold with us.

What are your rights regarding your personal information?

Right to be informed

You have the right to be informed about the collection and use of your personal data by Hope House Children's Hospices. Details of the types of information we collect, the purposes for which it is collected, who we share the information with and how long we retain it are detailed in this privacy policy which is updated periodically and always accessible via the Hope House website.

Right of access

You may obtain a copy of the personal information we hold about you by submitting your request to the contact details above. We will reply within one month of receipt of your request unless there is a compelling reason to extend this response time. We may refuse a request in certain circumstances, in which our justification will be communicated to you.

Right to rectification

You have the right to have any inaccurate personal information that we may hold for you rectified (corrected) and to request that any incomplete information be completed. You can make your request using the contact details above. If we accept that your information should be rectified, we will do so within one month. In certain circumstances, we may refuse a request if we consider the request to be unfounded or excessively repetitive.

Right to erasure

You can request that the information we hold about you be deleted by contacting us using the details above and we will respond within one month. The right to erasure applies if:

  • we no longer need your information for the purpose for which we collected it;
  • our processing of your information is based on consent, and you withdraw that consent;
  • processing of your information is based on legitimate interests, and you successfully object;
  • you object to the use of your personal information for direct marketing purposes;
  • your information has been processed unlawfully;
  • we have a legal obligation to remove your personal information.

In certain circumstances, we may refuse a request for erasure if we consider the request to be unfounded or excessively repetitive, or if any of the specific provisions of the current data protection legislation apply. If we have shared your personal information with any third parties and accept your request for erasure, we will contact them accordingly so they can erase your information as well.

Right to restrict processing

You can make a request for information we hold about you to be suppressed (in other words to be stored but not used) in the following circumstances:-

  • you have contested the accuracy of the information we hold and we are investigating;
  • your information has been unlawfully processed but you want to restrict it, not erase it;
  • you want us to keep your information after we need it in support of a legal dispute;
  • you have objected to our processing of your information and we are investigating.

You can make your request using the contact details above and we will respond within one month. In certain circumstances, we may refuse a request to restrict processing of your information if we consider the request to be unfounded or excessively repetitive.

Right to data portability

The right to data portability gives you the right to receive the personal information you have provided to us in a structured, commonly used and machine readable format. It also gives you the right to request that we transfer it directly to another controller. This only applies to information stored electronically, provided directly by you and which we process based on your consent.

Right to object

You have the right to object to the processing of your personal data in certain circumstances. In the case of direct marketing, this is an absolute right. In other circumstances, we may continue the processing if there is a compelling reason for doing so, or if we consider the request to be unfounded or excessively repetitive. You can make your request using the contact details above and we will respond within one month.

Rights related to automated decisions and profiling

Hope House does not conduct any automated decision making or automated processing/profiling.

What should you do if you have a complaint?

If you have a complaint concerning Hope House's processing of your personal data, you can contact us using the information above. Data Protection legislation also gives you the right to lodge a complaint with a supervisory authority. More information can be found on the Information Commissioner's Office website at