Privacy Policy

Independent Living Support is a UK-based concierge service that helps older adults and their families identify and claim benefits, grants and other financial support they may be entitled to. We are an independent service and are not affiliated with the Department for Work and Pensions (DWP) or any government body.

When you submit your details to us — for example through a Facebook lead form, our website, or over the phone — you are consenting to the practices described in this privacy policy.

When you enquire about our services, we may collect the following personal information:

• Full name — so we can address you properly during our conversations
• Mobile phone number — so we can call you back and guide you through the eligibility check
• Date of birth — so we can accurately assess which benefits and support you qualify for based on your age
• Home address — only if required for specific local authority or council tax benefit checks
• Health and care needs — only what you choose to share, to help us identify relevant support

We do not collect sensitive personal data such as bank details, National Insurance numbers or medical records unless you explicitly choose to share them during a phone consultation, and only when absolutely necessary to complete a benefit application on your behalf.

We use the personal data you provide for the following purposes:

• To contact you by phone — we will call you to discuss your circumstances, explain what you may be entitled to, and answer any questions. Some of our calls may use automated, pre-recorded or AI voice technology to help us reach more people who need our support
• To send you text messages — we may send SMS updates, reminders and helpful information about your claim or services
• To assess your eligibility — we use your age, location and situation to check which government benefits (such as Attendance Allowance, Pension Credit, Council Tax reductions) and private funding opportunities you may qualify for
• To guide your claim — we help complete application forms and paperwork on your behalf, using accurate information to give your claim the best chance of success
• To follow up with you — we may contact you to check how your claim is progressing, or to let you know about additional support you may now qualify for
• To arrange appointments — we may contact you to schedule phone or video consultations at times that suit you

We will never sell your information to third parties or share it with companies for advertising purposes.

By submitting your contact details to us — whether through a Facebook lead form, our website, over the phone or any other channel — you explicitly agree to the following:

• You agree to receive both text messages and phone calls from Independent Living Support and our representatives in connection with your enquiry and related services
• You understand that calls may be automated, pre-recorded or use an AI voice as part of our outreach process, including for Voice AI outbound calling
• You agree to receive marketing communications from us about related services, funding opportunities, care products and support that may benefit you

You can opt out of future messages at any time. To stop receiving calls and texts, simply reply STOP to any text message, tell the caller during any phone conversation, or email us at info@independentlivingsupport.co.uk. We will process your opt-out request within 48 hours.

Withdrawing your consent will not affect the lawfulness of any processing carried out before you withdrew your consent.

We take the security of your personal information seriously. All data is stored securely and access is limited to our trained advisers who need it to provide our service to you. We use appropriate technical and organisational measures to protect against unauthorised access, loss or disclosure.

We do not store your information longer than necessary. If you decide not to proceed with our service, we will delete your personal data within 12 months unless you ask us to keep it on file for future checks.

Under UK data protection law, you have the following rights:

• Right to access — you can request a copy of the personal data we hold about you
• Right to rectification — you can ask us to correct any inaccurate or incomplete information
• Right to erasure — you can ask us to delete your personal data (the "right to be forgotten")
• Right to restrict processing — you can ask us to limit how we use your data
• Right to object — you can object to us processing your data at any time
• Right to withdraw consent — if you gave consent (for example, by submitting a lead form), you can withdraw it at any time

To exercise any of these rights, simply email us at info@independentlivingsupport.co.uk or ask your adviser during any call. We will respond within 30 days.

We do not sell or rent your personal information. We only share your data in the following limited circumstances:

• With government bodies — only when you have explicitly asked us to submit a benefit claim on your behalf (for example, to the DWP or your local council)
• With trusted partners — such as medical alert pendant providers, but only if you have expressed interest and given explicit consent for us to introduce you
• When required by law — for example, if we are legally obligated to disclose information to authorities

Our website may use basic analytics cookies to understand how visitors use our site and to improve our service. We do not use invasive tracking or behavioural advertising cookies. When you visit our site, you will be given the option to accept or decline non-essential cookies.

If you have any questions about this privacy policy, how we handle your data, or if you would like to exercise any of your rights, please get in touch: