Privacy Policy

‍ ‍Last updated: 24 September 2026

Esosa Living respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit our website, contact us, book a consultation, enquire about our services, receive support from us, or apply to work with us.

1. Who We Are

Esosa Living is the trading name of Esosax Living Ltd.

Esosax Living Ltd

Company number: 17204670

Registered office:

61 Bridge Street

Kington

Herefordshire

HR5 3DJ

United Kingdom

Email: support@esosaliving.com

Telephone: 0330 223 8293

Esosax Living Ltd is responsible for the personal information we process where we determine how and why that information is used.

2. Information We May Collect

The personal information we collect will depend on your relationship with us and the services you request.

We may collect your name, address, telephone number, email address and date of birth where relevant.

We may also collect information about the support you or another person requires, consultation and appointment information, emergency contact or next-of-kin details, records relating to services provided, communications with us, payment and transaction information, feedback, complaints and other information you choose to provide.

When you use our website, we may also collect technical information such as your IP address, browser or device information and information collected through cookies where applicable.

If you apply to work with Esosa Living, we may collect information relating to your application, employment history, qualifications, references, availability, right to work and information required for appropriate recruitment and safeguarding checks.

We only aim to collect information that is relevant and reasonably necessary.

3. Health and Other Sensitive Information

Because we provide support to people in their homes and communities, we may sometimes need information about a person’s health, disability, mobility, allergies, dietary requirements or other needs where this is relevant to providing safe and appropriate support.

Health information is classed as special category personal data and receives additional protection under UK data protection law. Processing special-category information requires an Article 6 lawful basis as well as an appropriate Article 9 condition.

Where we process this type of information, we will only do so where we have an appropriate lawful basis and special-category condition and where the information is necessary for the relevant purpose.

4. How We Collect Personal Information

We may collect information directly from you when you:

* contact us by telephone, email or through our website;

* make an enquiry or book a consultation;

* arrange or receive services from us;

* complete forms or provide information about your support requirements;

* communicate with our staff;

* make a payment;

* provide feedback or make a complaint; or

* apply to work with us.

We may also receive information from someone acting on your behalf, such as a family member, representative or another person arranging support for you.

Where required, we will provide appropriate privacy information when information is obtained from another source. The ICO states that when personal information is obtained from another source, privacy information generally needs to be provided within a reasonable period and no later than one month, subject to applicable exceptions.

5. How We Use Personal Information

We may use personal information to:

* respond to enquiries;

* arrange consultations;

* understand the type of support required;

* assess whether our services are suitable;

* arrange and provide agreed services;

* manage appointments and visits;

* communicate with customers and their representatives;

* maintain appropriate service records;

* process payments and maintain financial records;

* manage our relationship with customers;

* respond to concerns or complaints;

* deal appropriately with safeguarding or safety concerns;

* recruit and manage staff and support workers;

* meet legal, regulatory, insurance, tax and accounting requirements;

* maintain the security and operation of our website and business; and

* establish, exercise or defend legal claims where necessary.

We will not use personal information for an unrelated purpose unless we have a lawful basis to do so.

6. Our Lawful Bases

Depending on why we are using your personal information, our lawful basis may include:

Contract – where processing is necessary to take steps at your request before entering into a contract or to provide services under an agreement with you.

Legal obligation – where we need to process information to comply with a legal requirement.

Legitimate interests – where processing is necessary for legitimate business purposes, provided those interests are not overridden by your rights and interests. These may include administering our services, responding to enquiries, maintaining appropriate records, improving our operations and protecting our business.

Consent – where we ask for your permission and consent is the appropriate lawful basis.

Vital interests – in limited circumstances where using personal information is necessary to protect someone’s life.

We will determine and document the appropriate lawful basis for the particular purpose for which personal information is processed.

7. Children and Young People

Some of our services may involve supporting children or young people.

Where we process a child’s personal information, we will take particular care to protect their privacy and only collect information that is reasonably necessary for providing or arranging the relevant support and meeting applicable legal or safeguarding responsibilities.

Where appropriate, information may be provided by or shared with a parent, guardian or other person with responsibility for the child.

We aim to explain the use of personal information in clear and understandable language, particularly where children are involved.

8. Sharing Personal Information

We do not sell your personal information.

Where necessary and lawful, we may share relevant personal information with:

* Esosa Living staff and support workers who need the information to perform their role;

* professional advisers, accountants and insurers;

* website, IT, communications, payment and other service providers acting on our behalf;

* emergency services or relevant professionals where necessary to protect someone’s safety;

* safeguarding bodies or relevant authorities where appropriate and lawful;

* government departments, regulators, courts or law-enforcement organisations where required or permitted by law.

We aim to share only the information reasonably necessary for the relevant purpose.

9. Keeping Your Information Secure

We take appropriate organisational and technical measures to protect personal information from unauthorised access, disclosure, alteration, accidental loss or misuse.

Access to personal information is restricted, where appropriate, to people who require it to carry out their duties.

Although we take reasonable precautions to protect personal information, no electronic transmission or storage system can be guaranteed to be completely secure.

10. How Long We Keep Your Information

We will not keep personal information for longer than necessary for the purposes for which it was collected.

The appropriate retention period will depend on factors including the type of information, why it was collected, how long we provide services to you and applicable legal, safeguarding, tax, accounting, insurance and record-keeping requirements.

We may also retain information where reasonably necessary for the establishment, exercise or defence of legal claims.

When information is no longer required, we will securely delete, destroy or anonymise it as appropriate.

The ICO permits organisations to state either specific retention periods or the criteria they use to determine those periods.

11. Cookies and Our Website

Our website may use cookies and similar technologies to help the website function properly, understand how visitors use it and improve the visitor experience.

Where consent is required for non-essential cookies, we will seek that consent before using them.

Further information about cookies used by our website may be provided through our website’s cookie settings or Cookie Policy.

12. Third-Party Services and Websites

Our website may contain links to websites operated by other organisations.

If you follow a link to another website, that organisation will have its own privacy practices. We are not responsible for how independent third-party websites process your information.

Where a service provider processes personal information on our behalf, we will take appropriate steps to address applicable data-protection requirements.

13. International Transfers

Some technology or service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will ensure that the transfer is made in accordance with applicable UK data protection law and that appropriate safeguards are used where required.

14. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights including:

* the right to be informed about how your personal information is used;

* the right to request access to personal information held about you;

* the right to have inaccurate information corrected;

* the right to request deletion of information in certain circumstances;

* the right to restrict processing in certain circumstances;

* the right to object to certain uses of your information;

* the right to data portability in certain circumstances; and

* rights relating to certain types of automated decision-making.

These rights do not all apply in every circumstance and can depend on the lawful basis being used.

You have the right to object to processing based on legitimate interests in certain circumstances.

Where we rely on your consent, you may withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise your rights, contact us at support@esosaliving.com. We may need to verify your identity before completing a request.

15. Marketing

We will only send electronic direct marketing where we have an appropriate legal basis and comply with applicable electronic marketing requirements.

Where marketing is based on your consent, you may withdraw that consent at any time by contacting us or using an unsubscribe option provided in the communication.

16. Complaints

If you have a concern about how Esosa Living uses your personal information, please contact us first so that we can investigate and respond.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Information Commissioner's Office⁠

17. Contact Us

If you have questions about this Privacy Policy or how we use your personal information, or you wish to exercise a data protection right, please contact:

Esosax Living Ltd trading as Esosa Living