Privacy Policy

Last updated 10 October 2026

1. Who we are

Moorstead Limited, trading as Moorstead Home & Garden (“Moorstead”, “we”, “us”) is the data controller for the personal information described in this policy.

• Registered in England and Wales, company number 17417762
• Registered office: Fair View Farm, Farm Avenue, Adlington, Chorley, PR6 9ND
• Email: hello@moorstead.co.uk
• Phone: 01257 822489 (Adlington, Chorley, Anderton, Coppull and the surrounding villages) or 01204 588749 (Horwich and Blackrod)
• Registered with the Information Commissioner’s Office as a data controller — registration reference ZC230312, registered 24 August 2026

We are not required to appoint a Data Protection Officer, and we haven’t. Matt Livingstone is responsible for data protection at Moorstead and you can reach him at hello@moorstead.co.uk.

2. What this policy covers

Everyone whose personal information we hold: our customers, people who enquire, people who apply to work with us, the self-employed helpers on our panel, and visitors to our website.

We have written it in plain English deliberately. If anything here isn’t clear, ring us and ask — we would rather explain it than have you guess.

3. What we collect, why, and on what legal basis

If you are a customer or you enquire about our services

If someone else booked a visit for you — a son, daughter or friend, for example — we hold your name, your address and, if they gave it, your phone number, so that we can carry out the visit they arranged and keep you informed. Lawful basis: legitimate interests — carrying out a visit arranged for you, and keeping you safe while we do. The person who booked is our customer and pays. We tell you this when we first contact you or at the first visit, and you can ask us at any time what we hold, or tell us you don’t want the visit — and it stops.

Approvals on the day. If a helper asks for extra time, we keep a record of the request, its price, who approved or declined it, when, and the internet address and browser it was answered from, to show the extra work was agreed before it was done. Lawful basis: performance of a contract, and legal obligation under consumer law.

A door code word, if one was chosen, is kept until 30 days after the visit and then deleted.

Please don’t send us medical details. We don’t need them to do our work. If a practical detail touches on someone’s health — that they need a longer knock at the door, for example — we keep only what is needed for the visit, and delete it when it is no longer needed.

Concerns about someone’s safety or wellbeing. If a helper is worried about someone, we record what they saw and heard and what we did about it, kept apart from booking records with restricted access, and we may share it with the council’s adult safeguarding team or the emergency services. The conditions we rely on are paragraph 18 (safeguarding of children and of individuals at risk) and, where a crime may be involved, paragraph 10 of Schedule 1 Part 2 of the Data Protection Act 2018. We keep these records for six years.

If you apply to work with us

If you join our panel of helpers

Everything above, plus your DBS certificate number and date, right-to-work evidence and the date it was checked, your signed contractor agreement (in which you confirm you hold the insurance it requires), for Lifts & Errands drivers your private hire licence details and Hire & Reward cover, bank details, Unique Taxpayer Reference, and records of the bookings you have completed. Lawful bases: performance of a contract, legal obligation, and legitimate interests.

Safeguarding information

If a helper reports a concern about someone’s safety or wellbeing, that record may include information about health, or about a person’s circumstances, that counts as special category data under UK GDPR Article 9.

We process it under Article 9(2)(g) — substantial public interest — relying on the safeguarding condition at paragraph 18 of Schedule 1 Part 2 of the Data Protection Act 2018. We keep an Appropriate Policy Document explaining how we comply, as that condition requires, and you can ask to see it.

Safeguarding records are kept separately from ordinary booking records, are seen only by Matt Livingstone, and are handled under our Safeguarding Policy.

If you visit our website

Standard technical information — IP address, browser, pages viewed. See the Cookie Policy for what is set and what you can turn off.

4. Where the information comes from

Almost always from you directly. Occasionally from someone arranging help on your behalf — a son or daughter, a solicitor handling an estate, a care coordinator. If someone books on your behalf, we will tell you what we’ve been told about you the first time we visit.

For helpers, we also receive information from the Home Office online right-to-work service when you give us a share code, and, for Lifts & Errands drivers, from the organisation that processes their enhanced DBS check.

5. Who we share it with

We share the minimum necessary, with:

We do not sell your data to anyone, ever, and we do not share it for anyone else’s marketing.

We also hold your booking in our own dispatch database, hosted in London, so that the helpers who cover your village can be offered the job. A helper sees your name, address, phone number and what you have asked for — only once they have taken the job, and only for as long as the job is live. Each of the companies above acts as our processor under a written contract that requires them to protect your information and use it only as we instruct.

6. Where your information is held

Our dispatch database is hosted in the United Kingdom, and the automation that runs on top of it is hosted in the European Union. Our website, booking system and payment provider are large international companies that store information in the United States. Where information leaves the UK it is protected by the safeguards UK data protection law requires — an adequacy decision for the European Economic Area, the UK Extension to the EU–US Data Privacy Framework, or the International Data Transfer Agreement and the UK Addendum to the standard contractual clauses. We keep a register of every supplier, where it holds information and which safeguard applies, and you can ask for it.

7. How long we keep it

Our full retention schedule is in the Data Protection Records document and you may ask for a copy.

8. Your rights

Under UK data protection law you have the right to:

• Be told what we do with your information — this policy
• Get a copy of the information we hold about you
• Have it corrected if it’s wrong
• Have it deleted, in some circumstances
• Restrict what we do with it, in some circumstances
• Object to processing based on legitimate interests, including profiling
• Object to direct marketing at any time, absolutely and without needing a reason
• Portability — receive certain information in a machine-readable form
• Withdraw consent at any time, where we rely on it. Withdrawing consent doesn’t affect anything done before you withdrew it

To exercise any of these, email hello@moorstead.co.uk or ring us. We will respond within one month. If your request is complex we may take up to two further months, and we’ll tell you within the first month if that’s going to happen. It is free unless a request is manifestly unfounded or excessive.

We may ask you to confirm your identity before we act — not to be obstructive, but because handing someone’s personal information to the wrong person is exactly what these rights exist to prevent.

9. How to complain

Please tell us first. Email hello@moorstead.co.uk, ring 01257 822489, or write to us at the registered office. You can complain in whatever way suits you, including by message on our social media.

We will:

• Acknowledge your complaint within 30 days of receiving it
• Look into it without undue delay
• Keep you updated while we do
• Tell you the outcome

That process is a legal requirement under the Data (Use and Access) Act 2025, and it applies from 19 June 2026.

If you’re not satisfied, you can complain to the Information Commissioner’s Office — ico.org.uk, or 0303 123 1113. You can go to the ICO at any time, but they will normally expect you to have raised it with us first.

10. Automated decisions

If you are a customer, we make no decisions about you by automated means and we do not profile you. Nothing about your booking is decided by a machine.

When you book, the job is offered automatically to every helper who covers your village and does that work, and the first one free takes it. That is a scheduling step rather than a decision about you, and it has no legal or similarly significant effect — but we would rather describe it than have you wonder.

If you are a helper on our panel, one thing is automatic. Our system works out which helpers a job can be offered to, and it does that from the dates we hold: whether a right-to-work check is recorded (and any follow-up check is not overdue), whether your Basic DBS certificate is recorded, whether you have signed your agreement, and — if you have said you will do Lifts & Errands — whether your private hire licences and Hire & Reward motor cover are recorded. If any of those has lapsed you stop being sent offers until it is put right.

If you are a helper, we send you short text messages as well as emails: when a job is offered, when one is yours, and a reminder the day before. They are service messages about the work you have asked to be offered, not marketing, and you can stop them at any time by emailing hello@moorstead.co.uk. The texts are sent through Brevo, named above.

Because no person looks at that, you have the right to be told it has happened, to ask a person to look at it, to put your side of it, and to challenge the outcome. Email hello@moorstead.co.uk or ring 01257 822489 and Matt Livingstone will look at it himself.

Nothing else about the work you are offered is automatic. A job goes to everyone who is eligible and the first person to accept it has it. Nobody is ranked or scored, nobody is allocated anything, we do not record who declines, and declining has no effect of any kind on what you are offered next.

11. Children

Our services are for adults, and we don’t knowingly collect information about anyone under 18. If a booking involves a household with children present, we don’t record information about them beyond anything strictly necessary for safety.

12. Keeping it safe

Access is limited to Matt Livingstone and the Operations Manager. Accounts holding personal data use two-factor authentication. Helpers see only what they need for their own bookings. Safeguarding records and signed contracts are stored with restricted access. We will tell you and the ICO about a personal data breach where the law requires it — within 72 hours to the ICO, and without undue delay to you if there’s a high risk to you.

13. Changes

We may update this policy. The current version is always at moorstead.co.uk/privacy-policy, with the date at the top. If we change something significant we’ll tell affected customers directly rather than relying on you to notice.