Consent and confidentiality when referring to us

Direct answer

You only need a few simple things to refer a patient or client to us. We need their consent, basic contact details, and a short description of the problem. We are FCA regulated (FRN 1020217) and ICO registered (ZB796409), so their information is treated properly. To talk it through, call us free on 0800 030 4669.

What we need from you and the person

• Their consent for us to contact them.
• Their name, phone number or email, and address.
• A short note on the housing problem (for example, damp and mould, no heating, a leak).
• The landlord type if known (council, housing association, or private).

You do not need to send medical records or anything sensitive. We will ask the person directly for what we need.

How we treat their information

• We are registered with the Information Commissioner's Office (ZB796409).
• We only use their information to help with their housing case.
• We never sell information, and we do not pass it to anyone outside their case team.
• They can ask us at any time to delete their information.

Information governance for your service

Sharing a name and contact number with the person's consent, for the purpose of a referral, is normal practice and is supported by the Caldicott principles in health and care. If you are unsure about your service's information-sharing rules, check with your service's information governance lead.

What happens next

Once we have the referral, we call the person, often the same day, and take the case from there. See what happens after you contact us. No follow-up is needed from your side.

Free call: 0800 030 4669 | Start your claim

Sources

• Data Protection Act 2018 (legislation.gov.uk)