Last updated: 19 October 2026
Who is responsible for your information?
Nash Care Homes Ltd is the controller responsible for the personal information we use to handle your enquiry or feedback. For privacy questions or requests, contact our Data Security and Protection Lead at enquiries@nashcarehomes.com, call 01737 761904, or write to Ashleigh House, 39 Redstone Hill, Redhill, Surrey, RH1 4BG.
When you contact us
We receive the name, contact details and information you choose to share by email or telephone. We use this information to answer your enquiry, keep a record of relevant discussions and agree appropriate next steps.
For general enquiries, our lawful basis is legitimate interests: responding to people who ask about our home and services, and managing those conversations. Please provide only the information needed for your initial enquiry. You do not have to contact us or provide personal information to browse the website, although we may be unable to answer an enquiry without a way to contact you.
Please keep your first email to a general enquiry. If personal care or health information is needed, we will discuss how to share it appropriately and explain how it will be used. This general-enquiry notice does not set out the separate legal conditions for processing health or other sensitive information.
Feedback from families, friends and professionals
Our feedback forms let you tell us about a visit to Ashleigh House or something that has happened recently, including compliments, concerns and suggestions. This section applies to feedback provided on paper or through Microsoft Forms.
We receive the comments you submit, any details you choose to provide about your visit or professional role, and your name and email address if you include them. Online responses also include submission information, such as the time they were received. Taking part is voluntary. You can leave questions blank and do not have to give your name or email address. Your comments may still identify you or another person, so please include only what is needed.
We use feedback to understand people’s experiences, recognise good practice, investigate concerns, plan improvements and record actions taken. If you ask for a reply and provide an email address, we use it to respond. For this routine feedback handling, our lawful basis is legitimate interests: understanding and improving the service and responding to concerns. Requesting a reply is a contact preference, not consent to marketing.
Please avoid unnecessary personal, medical or other sensitive details about yourself or others. If feedback raises a matter needing a care, safeguarding or formal complaints response, we may need to follow it up through that process, with its applicable privacy information and legal basis. This notice does not replace the separate privacy information for care records. For an urgent concern, contact the service directly rather than waiting for a form response.
Who may receive information?
Enquiries and feedback are handled by staff and managers who need the information to respond, review the service or take appropriate action. We use Microsoft 365 for business email and Microsoft Forms to collect online feedback. Microsoft processes form responses on our behalf; technical service providers also help us operate our communications. Information may need to be shared with professional advisers or relevant authorities where necessary to deal with a complaint, meet a legal obligation or protect someone’s rights.
Website hosting and technical information
Our website hosting, content delivery and security providers receive technical information, such as your IP address, browser information and the pages requested, to display, secure and operate the website.
We rely on our legitimate interests in providing a functioning, secure website for technical processing carried out on our behalf. Contact us using the details above if you would like more information about the service providers involved.
How long do we keep information?
We do not have a fixed deletion schedule for general-enquiry emails. The need to retain information depends on whether it is needed to respond to an active enquiry, manage an ongoing discussion, or meet a specific complaint, legal or recordkeeping requirement. You can ask us to review information connected with your enquiry using the contact details above. Enquiries that develop into care arrangements or a recruitment process are handled under the relevant separate retention arrangements.
We keep identifiable feedback for as long as it is needed to review the issue, complete and check follow-up actions, and meet applicable complaint, safeguarding, legal or recordkeeping requirements. These needs determine the retention period; there is no single period that fits every response. Feedback taken into a care, safeguarding or complaints record is subject to that record’s retention arrangements. You can ask us to review the need to retain your feedback using the contact details above.
International processing
Email, online-form and hosting providers operate internationally, so information may be processed outside the UK. Where a transfer is made on our behalf, applicable data-protection safeguards are required. Contact us using the details above for information about the arrangements and safeguards relevant to your enquiry or feedback.
Cookies and external links
We save your choice of light or dark appearance in your browser so it is remembered when you return. This preference is not used for analytics or advertising.
We have not added analytics or advertising tracking, contact forms or embedded maps to the website. Fonts, graphics and the logo are served with the website. Hosting and security services may use essential cookies or similar technologies to operate and protect the website.
Email and telephone links open your chosen application. Links to Google Maps, CQC and other websites take you to services with their own privacy and cookie information.
Your right to object
You can object to our use of your personal information where we rely on legitimate interests. Contact us to explain your circumstances and we will consider your request.
Your other rights and raising a concern
Depending on the circumstances, you can ask to access or correct your information, request deletion, or restrict its use. Other rights, including receiving information in a reusable format or withdrawing consent, apply where the relevant legal conditions are met. Contact us using the details above.
You can also complain to the Information Commissioner’s Office, the UK data-protection regulator.