Privacy Promise

Home Instead network is a nationwide franchise network and each office operating under the Home Instead brand is independently owned and operated. The right to operate and to licence others to operate a Home Instead business in the UK belongs to Home Instead Limited, a company registered in England & Wales. Our company registration number is 5564869 and our registered office address is Unit 2 Walnut Tree Business Centre, Walnut Tree Farm, Lower Stretton, Warrington WA4 4PG.

All references to “We” or “Us” in this Promise are references to Home Instead Limited only. For information about how our franchised offices collect and use personal information, please refer to a separate Promise which can be found on each office’s own page.

This Privacy Promise describes how we collect and use personal information about you in accordance with the General Data Protection Regulation (GDPR) and Data Protection Act 2018. We are committed to protecting the privacy and security of your personal information.

This website is not intended for children and we do not knowingly collect data relating to children.

Our promise to you:

We will comply with data protection law when it comes to the processing of your data. This says that the personal information we hold about you must be:

  1. Used lawfully, fairly and in a transparent way.
  2. Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
  3. Relevant to the purposes we have told you about and limited only to those purposes.
  4. Accurate and kept up to date.
  5. Kept only as long as necessary for the purposes we have told you about.
  6. Kept securely.

How to Contact Us

You can always contact Us by:

Telephoning us 01925 730 273
Sending us an email to [email protected]

We are always happy to talk to you, however if your query relates to specific operations of an individual Home Instead franchise then such query will need to be directed to that specific office.

All enquiries relating to job applications should be directed to the Home Instead office who is advertising the vacancy unless you are enquiring about a live-in care position. 

Our Privacy Champion is

Sharon Jones

Telephone: 01925 732 475

Email: [email protected]

What information we collect about you and why

Enquiries about provision of care services

If you are enquiring about the services which our network offers and complete the enquiry form, we record the following information about you and/or the individual who may be requiring our services:

- Name and surname;

- Contact details such as email address, telephone number; postal address including postcode;

- The relationship of the individual completing the enquiry form to the potential recipient of our services;

- Any requirements of the potential recipient of the services including any medical and/or health conditions;

- Brief details of any other individual or pet residing at the address where services are required (e.g. relationship to the individual requiring the services and age).

We collect the above data for the purposes of matching you with the Home Instead office which provides the services in the territory where the individual requiring the services lives (“Local Franchised Office”). If we do not have a Local Franchised Office in your area, we will pass your details to the closest franchise office in your area.

“Save for Later” function – this is a function which allows you to save your form without submitting it to us. If you use this feature, your partially completed form will be saved to our database and you will receive an email with a randomly generated link which you can use to retrieve the form and continue to complete it.  If you do not retrieve your form within 8 weeks of the date when it was saved, all data will be automatically deleted from our server. Once you have completed and submit the form, we will make your data visible to the Local Franchised Office who will contact you to discuss your requirements and to provide further information about the services they can offer. Please note that once your information has been passed to our Local Franchised Office, it will be governed by the terms and conditions of their Privacy Policy (this is available on their microsite).

Enquiries about Live In Care Jobs

All enquiries in relation to live-in roles are managed by our subsidiary Home Instead SC Ltd trading as SuperCarers (Registered No.: 12580451) and whose registered office address is at Unit 2, Walnut Tree Business Centre, Walnut Tree Farm, Lower Stretton, Warrington, Cheshire WA4 4PG (“SuperCarers”).

Once you click the 'Submit' button, your information will go directly to SuperCarers, who will contact to discuss your interest.  For information about how SuperCarers will use your personal data please refer to .

Helping to improve the employee experience

We will use the information you have submitted via this form for the purposes of analysing aggregate data of all leavers from Home Instead. This will enable us to identify trends or issues in terms of our recruitment and employment processes. You should note that whilst we do not ask you to provide any identifiable information, there is a possibility due to the nature of your answers or indeed the way the form is configured and shared with you, it is possible we could identify you any information inputted into the form.

When someone has left one of our Offices we use their existing employee records to generate a unique form that includes certain information (e.g. your date of birth, the Franchise Office you have left, length of service, gender, etc.). This enables us to analyse certain demographics of our employees across the business, but as already confirmed, we do not use this data, the form or your answers for the purposes of identifying you and your data will be added to a large collection of anonymous information from our other leavers.

Once you have completed the form the information will be sent to our form management software which will store your answers and other information relating to your specific form. This information will then be exported from the system and then used by our recruitment team along with other responses from other leavers and will be processed in aggregated/anonymised form. We will only keep your data for as long as it is lawful for us to do so, so once the data has been analysed and we have documented any trends or conclusions from the aggregate data, we will delete the data from both our form management software and any separate exports of the data. In no way will the data be used to identify you or contact you further, or passed to your Franchised Office.

Completion of the form is completely voluntary and you may contact us at any time should you have any questions about the form, or our processing of any information you might submit or if you have any questions about your data protection rights. You will find more information about how we process personal data in our privacy promises - you may still have a copy of your employee privacy promise or you can view our privacy policy on our website ( which includes information about how you can exercise your rights, or contact us further.

Using Contact Us function

If you complete a CONTACT US form, we collect the following information:

- Your name and surname;

- Email address / Telephone number;

- Type of Enquiry.

We will use the above information, in order to respond to your query.

If you contact us by email and telephone, we will only collect and process the personal data which you provide to us and it shall only be used for the purposes for which you provide your personal data to us.  For example, if you contact us with an enquiry about the provision of care, we may take your details to forward them to one of our local Home Instead offices only.  We will not retain your data or use your data for any other purpose.


When visiting our website you will have the option to subscribe to receive educational and promotional material from us and your Local Franchised Office. We will only send you promotional marketing and educational material if you have subscribed to receive it. You will have the opportunity to specify how you wish to receive such material and we will only contact you by the means you have specified, i.e. email, mobile, landline or all contact options. You will have the opportunity to unsubscribe from all or some of the marketing material at any time. If you wish to unsubscribe, simply choose the Unsubscribe option or contact us and let us know that you no longer wish to be on our mailing list.

We will only use your personal data for marketing purposes for as long as you consent to receiving such communications from us and until you unsubscribe.

Your information is safe with us and we will not share your personal data for marketing purposes with any third party other than as specified in this policy.

How long we keep your data

We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

If you have used the “Save for Later” function you will have 8 weeks from the date on which you saved your form to retrieve it, complete it and submit it to us. If you do not retrieve and submit your form during this period, your data will be deleted automatically upon the expiry of 8 weeks.

For all data submitted to us via our website, we will keep your details for a period of 6 months from the date of submission. Upon expiry of that period, your data will be automatically anonymised. Please note that where we have shared your data with our franchised offices, your data held by the franchised offices will be subject to their own terms and conditions.

Where Your Data is stored

Your data will be stored on our secure servers currently located in Manchester, Dublin and Amsterdam.

We do not transfer your data outside of the European Economic Area and use UK or European data centres.

Your Rights

Because the data we hold about you is your data, you have the following rights in respect of the personal data we hold about you:

  1. Right to Access – this means that you can ask us for a copy of all personal data we hold about you. This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
  2. Correction Right – if you believe that any of the information we hold about you is incorrect or out of date, you have the right to correct such information by providing us with the correct up to date information. In addition, you can ask us to delete the incorrect or out of date information and we will be happy to do so unless we are prevented from doing so by law or regulation.
  3. Right to be Forgotten – this enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. Please note that where we are obliged to keep your personal data because of a regulatory or legal requirement, we will not be able to delete the data and must continue to retain it.
  4. Right to Restrict Processing – in some limited circumstances you have the right to restrict the processing of your data.
  5. Right of Objection to Processing – you have the right to object to us using your data for direct marketing purposes and to profiling.
  6. Right of Data Portability – you have the right to request a copy of the personal data we hold about you in a commonly used and machine-readable format. We can provide your data either to you or to such other third party as you specify in your request.
  7. Automated Decision-Making Objection Right – automated decision-making is where a decision is made entirely by technological means without human intervention. We don’t use or rely on automated decision-making.

If you would like to exercise any of the above rights, please contact (preferably in writing) our Privacy Champion using the contact details above.

Right to Complain

If you have any concerns about our handling of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (“ICO”) by visiting or telephoning the ICO helpline on 0303 123 1113.


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Changes to this privacy policy

We keep our Promise under regular review. This Privacy Promise was last updated in November 2020.

If you have any questions about this privacy notice, please contact our Privacy Champion.