Privacy Policy

Effective date: July 2026
Last reviewed: 27 July 2026

At Aurelia Homes, discretion is central to the way we care for both our clients’ homes and their personal information.

This Privacy Policy explains how Aurelia Homes Ltd collects, uses, stores and shares personal information when you visit our website, contact us, arrange a private consultation, enquire about membership or receive services from us. It also explains your rights under UK data protection law.

This Policy is intended to comply with the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, the Data (Use and Access) Act 2025 and, where relevant, the Privacy and Electronic Communications Regulations 2003 (“PECR”).

1. Who We Are

Aurelia Homes Ltd is the controller of the personal information described in this Policy. This means that we decide why and how that information is used.

Aurelia Homes Ltd
Registered in England and Wales
Company number: 17280203
Registered office: 1 Longmans Mews, London SW20 8DH
Website: www.aureliahomes.co.uk
Email: concierge@aureliahomes.co.uk
Telephone: +44 20 3488 4955

Please use the contact details above for any privacy question, rights request or data protection complaint.

2. Who This Policy Applies To

This Policy applies to:

• visitors to our website;

• prospective members and anyone arranging or attending a consultation;

• current and former members and clients;

• people who contact us by telephone, email, website form or another direct method;

• household members, authorised representatives and other people whose information is provided to us in connection with an enquiry or service; and

• suppliers, advisers and other professional contacts where relevant to our relationship with them.

If you apply for employment with Aurelia Homes, please refer to our Candidate Privacy Notice.

3. Personal Information We Collect

The personal information we collect depends on your relationship with us and how you interact with Aurelia Homes.

Information submitted through our consultation form

Our website consultation form may collect:

• your first and last name;

• your email address;

• your telephone number, if you choose to provide it;

• your postcode;

• your property type;

• the number of bedrooms in your home;

• the membership in which you are interested;

• your preferred contact method and, where relevant, preferred call time; and

• any additional information you choose to provide about your home, priorities or preferred arrangements.

Enquiry and consultation information

If you contact us or arrange a consultation, we may also collect:

• the content of your enquiry and our correspondence with you;

• consultation notes;

• information about your household-care requirements, preferences and priorities;

• your availability and appointment details; and

• records of recommendations or membership options discussed with you.

Member and service information

If you become a member or client, we may collect information needed to establish and manage the relationship and deliver the agreed service, including:

• your home and service address;

• your chosen membership and service schedule;

• your personalised Home Care Plan and household-care instructions;

• relevant information about rooms, furnishings, materials, laundry, linen, products, pets and household preferences;

• the names and contact details of household members or authorised representatives where needed;

• property access and security arrangements, where necessary for the safe delivery of services;

• service records, requests, changes, feedback and complaints;

• contract, invoice, transaction and payment-status information; and

• records needed to protect our clients, personnel, business and legal rights.

We do not ask you to enter payment-card or bank-account details into our general website enquiry form. Where payments are made electronically, payment details may be processed by our bank or an appointed payment service provider. We ordinarily retain only the transaction, invoice and payment-status information needed for administration, accounting and legal compliance.

Website and technical information

When you use our website, Squarespace and its supporting technologies may process limited technical information needed to deliver, maintain and secure the site and, where you consent, measure how it is used. Depending on your cookie choices and how you interact with the website, this may include:

• your internet protocol address;

• browser, network and device information;

• the date and time of a visit;

• pages requested and basic interaction information;

• referring website information; and

• cookie choices and similar technical identifiers.

Squarespace analytics and performance cookies are non-essential and remain restricted unless and until you consent through our cookie banner. If you consent, Squarespace may provide Aurelia Homes with aggregated information about website traffic, use and technical performance. We have disabled Squarespace’s Activity Log, so individual visitor activity and IP-address details are not available to Aurelia Homes through that feature.

Our consultation form is protected by Google reCAPTCHA, an anti-spam and security service which assesses interactions with the form and may process device, browser, network and interaction information for that purpose. When reCAPTCHA is executed, Google sets the necessary _GRECAPTCHA cookie to support its security and risk analysis. Aurelia Homes uses reCAPTCHA only to protect the form and does not use it for advertising or Google Analytics.

For more information about cookies and similar technologies, please read our Cookie Policy.

Sensitive information

Please do not include unnecessary sensitive information in the website enquiry form. In particular, do not provide health or medical information, biometric or genetic information, information about racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, sex life or sexual orientation unless we have specifically asked for it and explained why it is needed.

If sensitive information becomes genuinely necessary to provide a requested service safely or appropriately, we will limit what we collect and identify both a lawful basis and an additional condition under data protection law before using it.

4. How We Collect Personal Information

We collect personal information:

• directly from you, including through our website form, telephone calls, emails, consultations, contracts and service communications;

• from a household member or representative whom you have authorised to act for you;

• from a member or client where your information is relevant to the household or service;

• automatically through our website platform, security technology, cookies and similar technologies; and

• from professional advisers, service providers, insurers, banks or public authorities where this is necessary and lawful.

If you provide personal information about another person, you should have their authority to do so and direct them to this Privacy Policy.

5. How and Why We Use Personal Information

We only use personal information where we have a lawful basis.

To respond to enquiries and arrange consultations

We use contact, property and preference information to review an enquiry, respond to you, arrange a private consultation and recommend a suitable membership.

Our lawful bases are:

• taking steps at your request before entering into a contract; and

• our legitimate interests in responding to prospective members and operating a carefully managed service.

To establish and deliver a membership or service

We use member, household, service, scheduling and access information to prepare the Home Care Plan, coordinate visits, deliver the agreed service and communicate about changes or requests.

Our lawful bases are:

• performing our contract with you;

• taking steps at your request before entering into a contract; and

• our legitimate interests in delivering and administering services where the relevant person is not the contracting client, provided those interests are not overridden by that person’s rights.

To administer payments, accounts and business records

We use contract, invoice, transaction and payment-status information to collect fees, maintain accounts, complete financial reporting and meet tax and record-keeping duties.

Our lawful bases are:

• performing our contract with you;

• complying with legal obligations; and

• our legitimate interests in maintaining accurate business and financial records.

To operate and protect our website, forms, clients and business

We use technical, security and limited interaction information to deliver the website, prevent spam or misuse, maintain security, investigate incidents and protect people, property and our legal rights.

Our lawful bases are:

• our legitimate interests in operating a secure, reliable website and protecting our clients and business;

• complying with legal obligations; and

• where applicable, a recognised legitimate interest or another lawful basis permitted for crime prevention, safeguarding or responding to lawful requests.

To understand website use and performance

If you consent to analytics and performance cookies, we use aggregated information made available through Squarespace Analytics to understand how the website is used, identify technical issues and improve its content and performance.

Our lawful basis is your consent. You may decline analytics cookies or withdraw your consent at any time through Cookie Preferences. Withdrawing consent does not affect processing carried out before withdrawal. Aurelia Homes does not use Google Analytics.

To manage questions, feedback, rights requests, complaints and legal matters

We use relevant contact, correspondence, service and account information to answer questions, handle concerns, respond to data-protection rights requests, investigate complaints, establish facts and bring or defend legal claims.

Our lawful bases are:

• complying with legal obligations;

• performing our contract with you; and

• our legitimate interests in resolving concerns fairly, maintaining service standards and protecting legal rights.

Marketing

We do not currently use information submitted through the consultation form to add you to a marketing mailing list, and we do not use behavioural advertising.

If we introduce optional marketing communications in the future, we will provide a clear and separate choice where consent is required, keep an appropriate record of that choice and make it easy to unsubscribe. We will update this Policy before materially changing how we use personal information.

We do not sell or rent personal information, and we do not share it with other organisations for their own marketing.

6. Information You Need to Provide

Fields marked as required on our consultation form are needed so that we can understand and respond to your enquiry. A telephone number and additional information are optional.

You do not have to provide personal information to make a general website visit. However, if you do not provide information reasonably required for a consultation, contract or service, we may be unable to respond fully, recommend a membership, enter into an agreement or deliver the requested service.

7. Who We Share Personal Information With

We limit access to people and organisations that need the information for a legitimate purpose. Depending on the circumstances, we may share personal information with:

• authorised Aurelia Homes directors, staff, housekeepers and service personnel;

• Squarespace, which hosts the website and supports the consultation form and website contact records;

• Google, where reCAPTCHA is used to protect the form from spam and abuse;

• email, cloud-storage, telephone, IT-support, cybersecurity and business-administration providers;

• banks and payment service providers where needed to process or record payments;

• accountants, solicitors, insurers and other professional advisers;

• regulators, courts, law-enforcement bodies, tax authorities or other public authorities where disclosure is required or permitted by law; and

• a prospective purchaser, investor or professional adviser involved in a genuine business reorganisation or sale, subject to appropriate confidentiality and data-protection safeguards.

Our service providers may only use personal information for the agreed purpose and must protect it appropriately. Some recipients, such as banks, payment providers, professional advisers and public authorities, may also act as independent controllers under their own legal duties.

8. International Transfers

Some of our technology providers, including Squarespace and Google, are international organisations and may process personal information outside the United Kingdom, including in the United States.

Where a restricted transfer takes place, we will ensure that it is covered by a lawful transfer mechanism. Depending on the recipient and destination, this may include:

• UK adequacy regulations, including the UK Extension to the EU–US Data Privacy Framework where the US recipient is eligible;

• the UK International Data Transfer Agreement;

• the UK Addendum to approved standard contractual clauses; or

• another safeguard or exception permitted by UK data protection law.

Where appropriate safeguards are used, we will make the required reasonable and proportionate assessment of the protection available after transfer. You may contact us for further information about the safeguard relevant to your personal information.

9. How We Protect Personal Information

The nature of our service means that information about a client’s home must be treated with particular care.

We use appropriate technical and organisational measures designed to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. These measures include, where appropriate:

• secure website connections;

• access controls and strong account-security measures;

• limiting information to those who genuinely need it;

• confidentiality obligations and privacy training;

• careful handling of property-access and security information;

• appropriate contracts and due diligence for service providers;

• secure retention and disposal procedures; and

• processes for identifying, investigating and responding to personal-data incidents.

No method of electronic transmission or storage is entirely risk-free. If a personal-data breach creates a risk that legally requires notification, we will notify the ICO and affected individuals as required.

10. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, security and dispute-resolution requirements.

Our normal retention approach is:

• General enquiries and consultation records where no membership begins: up to 12 months after our last meaningful contact.

• Member, contract, service and material correspondence records: for the duration of the relationship and normally up to six years after it ends, where needed for legal, contractual, insurance or dispute purposes.

• Invoices, transaction records and accounting information: normally six years after the end of the relevant financial year, or longer if the law requires.

• Property-access and security instructions: only while genuinely required for service delivery, then deleted or securely returned as soon as reasonably practicable and normally within 30 days after access is no longer required, unless an incident, complaint or legal obligation requires limited information to be retained.

• Data-protection rights requests and complaints: normally six years after the matter is closed, so that we can demonstrate how it was handled and protect legal rights.

• Cookie, technical and security information: for the period stated in our Cookie Policy or determined by the relevant provider’s settings, and no longer than needed for the stated purpose.

• Consent, withdrawal and objection records: for as long as reasonably necessary to demonstrate and respect the person’s choice.

We may retain information for longer if a complaint, investigation, legal claim or regulatory requirement is ongoing. When information is no longer needed, we delete it securely, anonymise it so that it no longer identifies anyone, or allow it to be overwritten through a controlled backup cycle.

11. Your Data Protection Rights

Depending on the circumstances and the lawful basis used, you may have the right to:

• ask whether we hold personal information about you and receive a copy of it;

• ask us to correct inaccurate information or complete incomplete information;

• ask us to erase personal information in certain circumstances;

• ask us to restrict how personal information is used in certain circumstances;

• receive certain information in a structured, commonly used and machine-readable format, or ask us to transfer it to another organisation, where the right to data portability applies;

• withdraw consent at any time where we rely on consent, without affecting processing carried out before withdrawal; and

• complain about how we use your personal information.

Your right to object

You have the right to object at any time to the use of your personal information for direct marketing. If you object, we will stop using it for that purpose.

You may also object where we rely on legitimate interests. We will consider your circumstances and stop the relevant processing unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or the information is needed to establish, exercise or defend legal claims.

To exercise a right, email concierge@aureliahomes.co.uk, telephone +44 20 3488 4955, or write to our registered office. Please describe your request clearly.

You will not usually have to pay a fee. We may ask for proportionate information to confirm your identity and may seek clarification where reasonably needed to locate the information or understand the request. We will respond without undue delay and normally within one calendar month, subject to any lawful extension or exemption.

12. Automated Decision-Making

Aurelia Homes does not use solely automated decision-making, including profiling, to make decisions about you that produce legal or similarly significant effects. Membership recommendations and service decisions involve human judgement.

13. Children

Our website and services are intended for adults and are not directed at children. We do not knowingly invite children to submit personal information through the website.

If you believe a child has provided personal information to us without appropriate authority, please contact us so that we can review and, where appropriate, delete it.

14. Cookies and Similar Technologies

Our website is hosted by Squarespace and uses strictly necessary cookies and similar technologies for website operation, security, form protection and remembering visitors’ cookie preferences. Our consultation form uses Google reCAPTCHA, including the necessary _GRECAPTCHA cookie, to help prevent spam, abuse and automated submissions.

With your consent, Squarespace may use analytics and performance cookies to provide aggregated information about website traffic, use and technical performance. These non-essential cookies remain restricted unless and until you accept them through our cookie banner. Aurelia Homes has disabled Squarespace’s Activity Log, so individual visitor activity and IP-address details are not available to us through that feature.

Aurelia Homes does not use Google Analytics, Google Maps, behavioural advertising or marketing cookies. If we introduce advertising, marketing or other new non-essential technologies in the future, we will update our notices and provide the choice required by law before using them.

Please read our Cookie Policy for information about the technologies in use, their purposes and how to manage your choices.

15. Third-Party Websites

Our website may contain links to third-party websites or social-media services. Those organisations control their own processing and privacy practices. We encourage you to read their privacy information before providing personal information to them.

16. Data Protection Complaints

If you believe that we have not handled your personal information properly, please tell us clearly that you are making a data protection complaint. You may:

• email concierge@aureliahomes.co.uk with the subject line “Data Protection Complaint”;

• telephone +44 20 3488 4955; or

• write to Aurelia Homes Ltd, 1 Longmans Mews, London SW20 8DH.

Please include enough information for us to understand the concern, identify the relevant records and contact you. If another person complains on your behalf, we may ask for evidence that they are authorised to act for you.

We will:

• acknowledge a data protection complaint within 30 days of receiving it;

• take appropriate steps to investigate it without undue delay;

• keep you appropriately informed about progress; and

• tell you the outcome and, where appropriate, any action taken.

You also have the right to complain to the Information Commissioner’s Office (“ICO”), the UK supervisory authority:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk/make-a-complaint

We would welcome the opportunity to address your concern first, but this does not affect your right to contact the ICO.

17. Changes to This Policy

We review this Privacy Policy regularly and will update it when our services, website technology, suppliers or legal obligations change.

The current version will be published on this page with its effective and last-reviewed dates. If a change materially affects how we use personal information, we will take reasonable steps to bring it to the attention of affected people before the new use begins.

18. Contact Us

For any privacy question, rights request or data protection complaint, please contact:

Aurelia Homes Ltd
1 Longmans Mews
London SW20 8DH
Email: concierge@aureliahomes.co.uk
Telephone: +44 20 3488 4955