RESTART LIVES – Our Privacy Policy

About RESTART:  RESTART Lives is a registered charity (no 1128848) founded in 2009.  We help homeless men and women in West London break the cycle of homelessness, move from the streets, confront the issues obstructing their futures and return to society as empowered, resilient people – in employment and living independently in their own accommodation. 

About this Policy

This Privacy Policy applies to information RESTART Lives collects about individuals who interact with us.  It explains what personal information we collect and how we use and protect your personal information.  It sets out your rights, and how you can exercise those rights.

If you have any questions about this notice, please contact or by post to RESTART Lives, Upper Highwood, London Road, Hertford Heath, Herts SG13 7PR

This privacy policy was last updated in July 2019.  It will be updated from time to time and new versions will be placed on the website.

1. Information we collect

We may ask you for the following personal information:

Guests at ReAct drop in:

  • Name
  • Gender
  • Accommodation status

Guests on our ReStore, ReCruit and ReHouse programmes:

  • Name
  • Date of birth
  • Gender
  • Nationality
  • English language level
  • Contact details (email and phone)
  • National Insurance Number
  • Bank account details
  • Other personal information you share with us as part of your involvement in our programs

Volunteers, Mentors and Fundraisers:

  • Name
  • Contact details (email and phone)
  • Home postcode
  • Occupation & Employer
  • Referee (name & contact details)
  • Brief account of other relevant volunteering/mentoring experience
  • DBS certificate
  • Details of fundraising events

Employees and Paid Workers:

  • Name
  • Contact details (email & phone)
  • CV/Referee details
  • National Insurance and bank account details
  • DBS Certificate


  • Name
  • Contact details (email and phone)


  • Name
  • Contact details (email & phone)
  • Gift Aid records
  • Records of donations made
  • Bank account details if paid by standing order

Partner charities and organisations:

  • Name and contact details of primary contact
  • Organisation details (head office details e.g. address, secondary contact)
  • Feedback forms for guests volunteering with them


In addition, we keep photographs and video material of RESTART Lives’ events for use on social media but use them only with the consent of the individuals featured.

If you visit our website or social media sites we may also collect the following information:

  • the browser type/version and device you use to access our website;
  • information on how you use the site; and
  • the IP address via which you access our website (but not your name or other personal information).


We may automatically collect the information above through the use of “cookies” and we will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website. 

You can block or delete cookies by disabling cookies on your browser.

2. Why we collect your personal information

We collect personal information about you with your consent

And where we have a legitimate interest in the personal information.  This is principally to support RESTART Lives’ charitable purposes.  This includes delivering our programs to guests, communicating and working with our volunteers, mentors, employees, partners and the fundraisers engaged with our work and also with our donors and supporters.

We also collect personal information under contractual arrangements, principally from our employees, consultants and other paid workers and in accordance with legal obligations to which we are subject. 

Website information is collected through cookies where it is necessary for us to store a small amount of information to deliver the functionality you expect.

Where information is of a more sensitive nature, for example information about gender, ethnicity, health or personal history, and criminal records we will only collect it with your consent and in order to provide the best support for you and to keep people safe.  We will not share that information with anyone without your consent, except as set out in the section on “When we share your personal information”, below.  One exception is where we believe that someone is at risk of real and significant harm, and the sharing of appropriate information with relevant authorities will safeguard and protect them. 

3. How we use your personal information

We will only use your personal information in a manner that is appropriate, considering the basis on which the personal information was collected as outlined above.

More specifically, depending on how you interact with us, we may process personal information for the following reasons:

  • to record drop in attendance and provide a friendly service to guests
  • to help us identify guests who wish to become involved in our programs
  • to help us determine and monitor the numbers of rough sleepers and those temporarily and permanently housed
  • to record personal details shared during conversations with RESTART Lives’ employees, volunteers and mentors
  • to process personal details required for the administration of RESTART Lives’ programs, including those run jointly with our partner organisations
  • to process information as required by law in relation to our employees and paid workers
  • to process job applications or volunteer placements
  • to record and contact you regarding donations you make to RESTART Lives
  • to process donations and administer Gift Aid for any donation you make to RESTART Lives
  • to communicate with you regarding RESTART Lives’ work and events when you have consented to this
  • for our own internal administrative purposes, and to keep a record of your relationship with us
  • to manage your communication preferences
  • to obtain information to improve RESTART Lives’ services and user experiences
  • to deal with enquiries and complaints
  • to comply with applicable laws and regulations, and to comply with requests from statutory agencies
  • to verify compliance with the terms and conditions governing the use of our website (including monitoring private messages sent through our website private messaging service)
  • private and anonymised information obtained through website cookies or social media sites may be used to monitor visitor traffic and to understand our visitors’ preferences in order to update and improve our website.
4. When we share your personal information

We do not share, sell or exchange personal information relating to our supporters to any other organisation for their marketing or other purposes

Guests’ private information will only be shared with others, for example mentors and our partner charities, with your specific consent for the purpose of increasing the benefit to you of our programs. 

The only occasions on which we will share your information without your consent are as follows:

  • We are using third party providers as set out below for the purposes of processing data on our behalf and we have in place a data processing agreement with that third party that fulfils our legal obligations in relation to the use of third-party data processors
  • If required in connection with a police investigation or if required by a court of law
  • Where we believe that someone is at risk of real and significant harm, and the sharing of appropriate information with relevant authorities will safeguard and protect them.

We share personal information in relation to our employees and paid workers with your consent and in accordance with relevant employment and tax and benefit legislation

We do not share Volunteers’ private information without consent, except in very limited circumstances for example where there is a serious safeguarding issue relating to you where we have a duty to refer it to the Disclosure and Barring Service.

In relation to technology and social media:

  • We use GibboNet to host our website, supported by Ionos who also host our emails.
  • Jetpack supported by WordPress gives us limited anonymised information on the use of the website.
  • We use JustGiving to receive donations online
  • For social media, we use Facebook and Instagram

For details of each of these providers’ privacy policies, please visit their websites.

5. How we protect your personal information

We store your personal information on In-Form, a client relationship management online database, which is password protected and only accessible to employees.  Where information is stored on individual employees’ hard drives, it is password protected. 

We store hardcopy material in lockable cabinets which are only accessible to employees.

We use appropriate technical, organisational measures and precautions to protect your personal information and to prevent the loss, misuse or alteration of your personal information. 

How long we keep your personal information

We keep information in relation to Guests for as long as they use our services.

For volunteers, donors and partners, we keep personal information for as long as they continue to support our programs or work with us as partners.  We send an email every 6 months to ensure that they continue to want to be involved and to receive information from us.

We keep donors’ personal information for so long as you continue to support us and for as long thereafter as is necessary to satisfy statutory requirements, for example in relation to Gift Aid declarations.   

6. Your rights over your personal information

You have many rights under data protection (GDPR) legislation. These include:

  • Right to be informed

You have the right to be informed about how your personal information will be used. This Privacy Policy is intended to provide you with this information

  • Right of Access

You can write to us asking what personal information we hold about you and ask for a copy of that information.  This can be done by writing to the contact details set out below.

Once we are sure you have the right to see the requested records, for example you may be asked for proof that you are who you say you are, we will have one calendar month to reply. 

  • Right of rectification

You have the right to ask that we correct and update factually inaccurate information that we may hold about you.

  • Right of erasure

In some cases, you have the right to be forgotten (i.e. to have your personal information deleted from our database). Where you have requested that we do not send you marketing materials, we will need to keep some limited information to ensure that you are not contacted in the future and to comply with, for example, HMRC requirements in relation to Gift Aid.

  • Right to withdraw consent

Where we process your personal information based on your consent (for example, to send you marketing texts or emails), you can withdraw that consent at any time. To do this, or to discuss this right further with us, please contact us using the details in the ‘Contact us’ section below.

  • Right to restrict processing

In certain situations, you have the right to ask for processing of your personal data to be restricted because there is some disagreement about its accuracy or legitimate usage.  For further information in relation to this right, please contact us using the contact details below.

  • Right to data portability

Where we are processing your personal data because you have given us your consent to do so, you have the right to request that the data is transferred from one service provider to another.

  • Right to object

You have the absolute right to stop the processing of your personal information for direct marketing purposes, even in circumstances where we may be processing that information under the legitimate interest basis referred to above. 

7. Contact us

If you wish to exercise any of the rights referred to above please contact: or by post to RESTART Lives, Upper Highwood, London Road, Hertford Heath, Herts SG13 7PR.

You can find further information relating to your rights in respect of your personal information on the Information Commissioner’s website: