Last updated: 12 Nov 2025

1. Who we are

ParentCalls is a trading name of Human Edge Lab Ltd. We provide scheduled phone-based wellbeing check-in calls for older adults, together with short updates for a named family contact.

For data protection purposes, Human Edge Lab Ltd is the controller of the personal data covered by this notice.

Contact details:

Human Edge Lab Ltd trading as ParentCalls

Company No. 14958484

Registered in England and Wales

Registered office: Mansion House, Manchester Road, Altrincham, Cheshire, England, WA14 4RW

Email: hello@parentcalls.co.uk

2. Who this notice applies to

This notice applies to personal data relating to Lead Contacts, Clients receiving ParentCalls calls, family members or other authorised recipients, people who contact us through our website or by email, and people involved in complaints, feedback, safeguarding concerns or service reviews.

3. The information we collect

The information we collect depends on how you use ParentCalls, but it may include names, phone numbers, email addresses, relationship details, onboarding information, call scheduling information, brief service notes and updates, call recordings and transcripts, payment and billing information, messages shared through the ParentCalls app or other agreed channels, and information you provide when contacting us.

Some of this information may be more sensitive in nature, particularly where it relates to wellbeing, vulnerabilities, welfare concerns, safeguarding matters, or changes in how someone is coping.

Sometimes a family member or other person will give us information on someone else’s behalf when arranging or helping to manage the service. Where that happens, they are responsible for making sure it is appropriate for that information to be shared with us.

If key information is not provided, or is inaccurate, this may affect our ability to set up or deliver the service safely and properly.

4. How we use personal data

We use personal data where needed to deliver and administer the ParentCalls service, send agreed updates, keep service notes, meet legal obligations, and protect quality, safety and continuity.

We record, transcribe and review calls for defined service purposes, including quality assurance, training, complaint handling, safeguarding review, and maintaining safe professional standards.

We may use the ParentCalls app (powered by Jointly – www.jointlyapp.com) to store and share notes, messages and related service information.

5. Our approach to privacy within the service

ParentCalls is designed to keep families appropriately informed, but not to create open-ended surveillance. Our updates are intended to be useful, proportionate and respectful, and are usually short summaries rather than full transcripts or blow-by-blow accounts of private conversation.

Where we sense that something may be sensitive or particularly personal, we aim to handle it with discretion and would not usually include it in family updates unless it is relevant to the service, welfare, or safety.

We aim to share information on a need-to-know basis and in line with the agreed service setup. We may share more, or share more quickly, where this is reasonably necessary for safeguarding, welfare or safety reasons. We do not keep secrets where we reasonably believe that doing so would be unsafe or inappropriate.

It is important that the contact and escalation details we hold are accurate and kept up to date.

6. Call recordings and transcripts

ParentCalls records calls and may transcribe them. We do this for defined service purposes, including quality assurance, training, complaint handling, safeguarding review, maintaining safe professional standards, and audit trail and service oversight.

Access to recordings and transcripts is restricted to authorised roles only. They are used mainly for internal quality, training, complaint handling and safety purposes, and we do not usually share them outside those processes.

7. Who we share personal data with

We may share personal data with the Lead Contact and any other authorised recipients within the family or care circle.

We also use carefully selected third-party systems to help us deliver, support and administer the service, including for communications, notes, storage and related service functions.

We may also share personal data where reasonably necessary to comply with the law, respond to a complaint, protect someone’s welfare or safety, or protect our legal rights. We do not sell personal data or use it for unrelated marketing or other unrelated commercial purposes.

8. International access and transfers

Some authorised team members are based outside the UK. Where that involves personal data being accessed or handled outside the UK, we take steps to make sure it remains properly protected and handled in line with applicable data protection requirements.

9. How long we keep personal data

We do not keep personal data for longer than we need it.

General service records, such as onboarding details, call schedules, notes and updates, are kept for as long as they are reasonably needed for service delivery, continuity and follow-up. Routine call recordings are generally kept for up to 45 days, unless they need to be kept for longer because of a complaint, safeguarding concern, legal issue, training requirement, or other justified reason.

Complaint, incident and safeguarding records may be kept for longer where this is necessary for review, accountability or legal reasons. Billing and financial records may also be kept for the periods required by law and good business practice.

10. Security

We take reasonable technical and organisational steps to protect personal data from loss, misuse, unauthorised access, disclosure or alteration. These steps include access controls, role-based permissions, secure systems, limited access to recordings and notes, and internal rules about how staff handle personal data.

11. Your rights

You have rights under data protection law in relation to your personal data. If you want to ask about those rights, or make a request, please contact us at hello@parentcalls.co.uk.

12. Complaints

If you have a concern about how we handle personal data, please contact us first and we will look into it fairly and proportionately.

You also have the right to complain to the Information Commissioner’s Office.