Privacy Policy

NCNW CIC
Last updated: 18 November 2025

NCNW CIC (“NCNW”, “we”, “us”, “our”) is a non-profit community interest company providing supported accommodation, mental health counselling, training and community support across the North West.

We are committed to protecting your personal data and being transparent about how and why we use it.

This policy explains:

  • What information we collect
  • How we use it
  • Who we share it with
  • How long we keep it
  • Your rights under UK data protection law

1. Who we are and how to contact us

Data Controller
NCNW CIC
The Castle
194 Warrington Road
Widnes
WA8 0AT
United Kingdom

Company number: 08058011

Email: reception@ncnw.co.uk

If you have any questions about this policy or how we handle your data, contact us using the details above.

2. Where we collect your data from

We collect personal data when you:

  • Visit our website and accept cookies
  • Submit a referral form for accommodation or mental health support
  • Complete a training enquiry form
  • Complete a general enquiry form
  • Apply for job vacancies, student counsellor placements or volunteering roles
  • Enquire about counselling room hire
  • Register for or enquire about training packages or events
  • Donate through our PayPal link or other fundraising platforms
  • Support us through EasyFundraising or crowdfunding campaigns
  • Join our email list or ask to receive updates
  • Contact us by phone, email, social media or face to face
  • Leave a review via Google, Trustpilot or similar platforms

We may also receive information from:

  • Referral agencies and partner organisations who make referrals to us
  • Professional and regulatory bodies, where safeguarding or legal duties apply
  • Third party fundraising, payment, CRM and analytics providers, for example:
    • PayPal
    • EasyFundraising
    • GoHighLevel (GHL) – used for forms, CRM, appointments and email communications
    • Google Analytics, Google Ads, Meta (Facebook / Instagram)

3. What data we collect

The information we collect depends on how you interact with us. It may include:

3.1 Identity and contact details
  • Name
  • Postal address
  • Email address
  • Telephone number
  • Date of birth (where relevant)
  • Emergency contact details (where relevant)
3.2 Referral and support information

For accommodation, mental health support and other services we may collect:

  • Information about your circumstances and needs
  • Referral forms and assessment notes
  • Risk and safeguarding information
  • Relevant background information provided by you or a referring agency

This may include special category data such as health or mental health information. We only collect what is necessary to provide safe and appropriate support.

3.3 Application and placement information

For job applicants, student counsellor placements, volunteers and room hire enquiries we may collect:

  • CV, application forms and cover letters
  • Education, qualifications and professional membership details
  • References and right to work information
  • DBS checks, where required for the role
  • Availability and placement requirements
3.4 Donation and fundraising information

For donations and fundraising support we may collect:

  • Donation amounts and frequency
  • Contact details linked to your donation
  • Preference information, for example whether you want updates about the impact of your donation
  • Information received from third party platforms such as PayPal, EasyFundraising or crowdfunding providers

We do not store full payment card details on our systems. Payment processing is handled by secure third party providers.

NCNW CIC is a non-profit community interest company, not a registered charity.

3.5 Website and technical information

When you use our website we may collect:

  • IP address
  • Browser type and version
  • Device information
  • Pages visited and time spent on the site
  • Referral source (for example from search engines or social media)

This is usually collected through cookies, Google Analytics and similar tools. See the Cookie Policy below for more detail.

3.6 Marketing and communication preferences
  • Your preferences for receiving updates, newsletters, event information and fundraising messages
  • Records of email engagement such as opens and clicks (via tools such as GoHighLevel (GHL) or other email platforms)
  • Your contact with us regarding complaints or feedback

4. How we use your data

We use your personal data for the following purposes:

4.1 To provide support services
  • To process and assess referrals for accommodation and counselling
  • To deliver appropriate support, counselling and other services
  • To manage waiting lists and appointment schedules
  • To communicate with you about your support, appointments and next steps
  • To maintain accurate and up to date case records
4.2 To manage applications and opportunities
  • To process job applications, student placement applications and volunteering enquiries
  • To assess suitability for roles and placements
  • To arrange interviews, placements, inductions and supervision
  • To manage counselling room hire enquiries and bookings

This is often managed via our CRM system, including GoHighLevel (GHL).

4.3 To manage training, events and programmes
  • To respond to training package enquiries
  • To manage event registrations and attendance
  • To track engagement and outcomes of training and programmes
4.4 To manage donations and fundraising
  • To process donations received through PayPal and other platforms
  • To record and acknowledge donations
  • To administer fundraising campaigns and EasyFundraising participation
  • To keep you informed about the impact of your support where you have agreed to this
4.5 To operate and improve our website and communications
  • To monitor website use and improve content and navigation
  • To understand which pages and services are of most interest
  • To run and evaluate digital advertising campaigns on platforms such as Google and Meta
  • To respond to enquiries submitted via online forms and contact channels

Some of these activities are supported through GoHighLevel (GHL), Google Analytics, Google Ads and Meta tracking tools.

4.6 To comply with legal and safeguarding obligations
  • To meet our safeguarding responsibilities toward beneficiaries, volunteers and staff
  • To meet legal, regulatory and accounting requirements
  • To respond to lawful requests from regulators, law enforcement and other authorities where required

We do not sell your personal information to third parties.

5. Our legal basis for processing

Under UK data protection law, we must have a lawful basis for using your data. Depending on the situation, we rely on:

  • Consent
    For example when you opt in to receive email updates or allow the use of non essential cookies and marketing tracking.
  • Legitimate interests
    For example when we manage enquiries, improve our website, keep basic records, administer placements, or promote our services in a proportionate way. We always balance our interests against your rights and freedoms.
  • Contract
    For example when we are taking steps at your request before entering into a contract, such as processing an application for employment, a student placement or room hire, or providing services you have requested.
  • Legal obligation
    For example where we must keep financial records for HMRC, meet safeguarding duties, or comply with regulatory requirements.
  • Vital interests
    In rare cases, to protect someone’s life or prevent serious harm, for example in safeguarding emergencies.

When we process special category data such as health information, we rely on one or more additional conditions permitted by law, including explicit consent, provision of health or social care, and substantial public interest conditions relating to safeguarding.

6. Who we share your data with

We may share your information with:

  • Internal NCNW teams who need it to carry out their roles
  • Referral partners and support agencies, where appropriate and with a clear purpose
  • Third party service providers who support our operations, such as:
    • Website hosting and maintenance providers
    • GoHighLevel (GHL) – for CRM, forms, automations, appointment scheduling and email communications
    • Email and newsletter systems
    • Form and survey tools
    • Secure cloud storage providers
    • Analytics providers (for example Google Analytics)
    • Digital advertising platforms (for example Google Ads, Meta Ads)
    • Payment providers such as PayPal
    • Fundraising platforms such as EasyFundraising and crowdfunding providers
  • Professional advisers such as auditors and legal advisers
  • Regulators, safeguarding authorities, law enforcement or other authorities where we are legally required or where this is necessary for safeguarding

All third party providers are required to handle your data securely and in line with UK data protection law. They must not use your data for their own marketing without your consent.

We will not sell or rent your data to third parties.

7. International transfers

Some of our third party service providers (for example GoHighLevel (GHL) and certain analytics or email providers) may store or process data outside the UK or European Economic Area.

Where this occurs, we take steps to ensure that appropriate safeguards are in place, for example:

  • Adequacy regulations issued by the UK government
  • Standard Contractual Clauses approved for international transfers
  • Other legally recognised safeguards

You can contact us for more information about specific transfers.

8. How long we keep your data

We keep personal data only for as long as it is reasonably needed for the purposes set out in this policy, and to meet legal, safeguarding and regulatory requirements.

Retention periods will vary, for example:

  • Referral and support records: kept for a period based on safeguarding and regulatory guidance
  • HR, placement and volunteering records: kept in line with employment and regulatory guidance
  • Donation and financial records: usually kept for at least 6 years for accounting purposes
  • General enquiries: kept only as long as necessary to respond and review
  • Analytics data: kept for a limited period set within the analytics platform

When data is no longer needed, we will delete it securely or anonymise it so that you are no longer identifiable.

9. Your rights

You have the following rights regarding your personal data:

  • Right of access
    To request a copy of the personal data we hold about you.
  • Right to rectification
    To request correction of inaccurate or incomplete data.
  • Right to erasure
    To request deletion of your data in certain circumstances.
  • Right to restrict processing
    To request that we limit how we use your data in certain circumstances.
  • Right to object
    To object to our use of your data where we rely on legitimate interests or for direct marketing.
  • Right to data portability
    To receive certain data in a structured, commonly used format and have it transmitted to another controller where technically feasible.
  • Right to withdraw consent
    Where we rely on consent, you can withdraw it at any time.

To exercise your rights, contact us at reception@ncnw.co.uk

NCNW CIC
The Castle
194 Warrington Road
Widnes
WA8 0AT

We may need to verify your identity before responding.

You also have the right to complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we have handled your data:

Information Commissioner’s Office
Website: ico.org.uk

We would prefer to resolve any concerns directly, so please contact us first if possible.

10. Complaints about our services

If you wish to make a complaint about our services, support, staff or volunteers, please refer to our Complaints Policy, which is available on our website under “Legal Information” or on request.

Complaints may involve processing personal data, for example correspondence and notes relating to your complaint. We will handle this information sensitively and in line with this Privacy Policy.

11. Updates to this Privacy Policy

We may update this policy from time to time to reflect changes in our services, systems or legal obligations.

The latest version will always be available on our website. The “Last updated” date at the top of the policy shows when it was most recently revised.