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Lifeline Monitoring Service Privacy Notice

Privacy notice relating to the processing of personal data by Rhondda Cynon Taf County Borough Council for the purpose of The Lifeline Monitoring 


This privacy notice is intended to provide information about how Rhondda Cynon Taf County Borough Council (referred to as ‘RCTCBC’, ‘Council’, ‘Local Authority’, ‘we’) will use (or ‘process’) personal data about individuals for the purpose of the Lifeline Monitoring Service.

This notice should be read in conjunction with;

The Data Controller

The Council is the data controller for the personal data processed for the purposes of the Lifeline Monitoring Service.

The Council is registered with the Information Commissioner’s Office (ICO) as a controller under reference Z4870100.

Queries relating to this privacy notice

If you have any questions or queries relating to this privacy notice please contact Customer Services:

By email :

By telephone : 01443 425005

In writing : Head of Customer Care, RCTCBC, Ty Elai Offices, Williamstown Rhondda CF401NY

Who we are what we do

The Council’s 24 hour Lifeline Monitoring Service responds to users of assistive technology across Rhondda Cynon Taf.  

Calls that are handled by the monitoring service will include life critical calls that are escalated to the emergency services for urgent response, requests for key responders (next of kin, family members etc) to attend to a service user’s need and day-to-day well-being calls. The service responds to calls from peripheral alarms such as pendant alarm, fall detectors, smoke detectors, flood detectors, carbon monoxide sensors, epilepsy sensors and a wide range of other devices.

Calls are received via the PNC7 alarm receiving system, which also stores and processes key information regarding the data subject. This operating system enables operators to receive and respond to calls efficiently and effectively and provide the correct response to/for our customers, using the information provided during the call and the key information recorded regarding the data subject. 

Whose personal data we process

We may process personal data relating to the following individuals to the Lifeline Monitoring Service;

  • Customers who choose to have assistive technology installed (that is responded to by the Lifeline Monitoring Service)
  • Key responders for Clients

The categories of personal data we process

We may process the following categories of personal data to the Lifeline Monitoring Service

  • Name
  • Date of birth
  • Address
  • Telephone number
  • Medical details

Why we process the personal data

We process the personal data to the Lifeline Monitoring Service This may include but is not limited to the following activities;

  • To ensure that the Council provides the client with a safe service, personal information relating to the client and key responders will be used to arrange support in the event of an incident/alarm being triggered.
  • The information we share and to whom we share your information with will vary depending on the client’s circumstances as identified during any contact with us.

Our lawful basis for processing the personal data

Under the General Data Protection Regulation (GDPR), our lawful basis for processing the personal data for the Lifeline Monitoring Service is;

  • Contract (b)- processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract;
  • Vital Interests (d) - processing is necessary in order to protect the vital interests of the data subject or of another natural person;

Who or where we get the personal data from

We may receive the personal data from the following categories of individuals or organisations;

In the main, personal information is obtained by means of application/assessment form prior to the installation and monitoring of assistive technology equipment, but can also be updated at a later stage via telephone call or written correspondence. The source(s) of personal information can include:

  • Information provided directly by the client  when requesting the service
  • Information provided by a representative of the client (e.g. family member, spouse, partner, child, advocate
  • Information provided by another member of the public (e.g. complaint or concern)
  • Information provided by an elected Councillor on behalf of their constituent.
  • Information provided by other Council officers/services that liaise with the Lifeline Monitoring Service in the interests of its customers, or the Council itself
  • Information provided by other organisations (e.g. Emergency Services, Social Landlords) regarding an individual.

Where you have provided us with personal data about other individuals, such as family members, neighbours, please ensure that those individuals are aware of the information contained within this notice.

Who we share personal data with

We may share the personal data with the following key organisations to provide the lifeline monitoring service;

When sharing the personal data, we only share the minimum amount necessary in relation to the purpose.



Other Council departments


Ambulance Service

Fire Service

Local Health Board

Social Landlords (if applicable)

In order to manage the Lifeline Monitoring Service effectively.

Telephony Service Provider

For support and maintenance of the service.

Data Processors

A data processor is a company or organisation that processes personal data on our behalf. Our data processors act only upon our instruction. They cannot do anything with the personal data unless we instruct them to do so. They will not share the personal data with any organisation apart from us or use it for their own purposes. They will hold it securely and retain it for the period we instruct.

The category of data processors we use for the purpose of the Lifeline Monitoring Service is;

-       IT system suppliers

How long we retain the personal data

We retain the personal data contained within the lifeline monitoring service records for:

Length of time


Digital Records - Whilst the client is receiving the service.

Provision of service.

Paper Records – While the client is receiving the service and subsequent financial year (max 24 months)

Provision of service and billing enquiries.

In keeping with the General Data Protection Regulation storage limitation principle, records are periodically reviewed. Not all personal data is retained. Only personal data that is relevant to the record is retained for the entire retention period (e.g. documents that contain assessments, decisions, outcomes etc.).  Information that has no long term or evidential value is routinely destroyed in the normal course of business.  

Your data protection rights

The General Data Protection Regulation (GDPR) gives individuals important rights, including the right of access to the personal data that the Council holds about you.

Click here for further information on your information rights and how to exercise them. 

Your right to make a data protection complaint to the Council

You have the right to complain to the Council if you believe we have not handled your personal data responsibly and in line with good practice.

You can do this by contacting the Customer Services directly via one of the following communication methods. Most concerns can be resolved relatively quickly through a simple phone call or email;

  • By email :
  • By telephone : 01443 425005
  • In writing : Head of Customer Care, RCTCBC, Ty Elai Offices, Williamstown Rhondda CF401NY

Alternatively, you can raise a formal complaint via the Council’s Customer Feedback Scheme using the following link (Make a comment, compliment or complaint online) or you can contact the Council’s Data Protection Officer at

Your right to make a data protection complaint to the ICO

You also have the right to complain to the ICO if you are unhappy with how we have used your data. However, we encourage you to contact us first and provide us with an opportunity to look into your concern and put things right.

The ICO can be contacted:           

  • Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
  • Helpline number: 0303 123 1113
  • Website: