Privacy policy

Privacy Policy: Family Support services

Our privacy notice for services we provide to families affected by HIV.

What would we use your personal data for?

We use your information to provide you with appropriate support, monitor your progress, to improve our services and analytics for London Boroughs of: Richmond, Merton, Sutton, Wandsworth, Kingston and Croydon Local Authorities.

What information about you would we use?

Depending on how we are interacting with you we will use the following:

  • Name
  • Address
  • Phone number
  • Email address
  • Date of birth or age
  • Marital status
  • Immigration status
  • Benefit status
  • Relationship to children
  • Number of children
  • Current or historic physical health information
  • Current or historic sexual health information
  • Current or historic sexual orientation
  • Current or historic gender
  • Racial or ethnic origin
  • Current or historic religious or other beliefs of a similar nature

We also collect the following information on your family members:

  • Name
  • Address
  • Phone Number
  • Age
  • Relationship status to you

We also collect details on others which include:

  • Contact details of your GP
  • Contact details of any social worker or health worker where relevant
  • Contact details of any schools that are relevant
  • Where you are referred to us, who referred you and the nature of that referral

Who will be using your personal data?

Information may be passed to us from other agencies as part of your referral to us (if you were referred).

METRO will be the main Controller of your information where we provide you and your family with appropriate support. Because this service is commissioned by London Boroughs of Richmond, Merton, Sutton, Wandsworth, Kingston and Croydon Local Authorities.Some information may be passed over to them should this service be taken over by another supplier.

In order to send you emails about our services and news we use a system called Mailchimp. This is hosted and maintained by The Rocket Science Group LLC, you can find their Privacy Policy on their website.

What gives us the right to ask for it and use it?

Once you have agreed to receive support through the network your information is collected and used under our legal obligations to provide you care and look after you and your family’s wellbeing. We do not share data with others without your consent or unless the law requires us to do so to protect yours or another’s wellbeing and safety.

We only use anonymous information about clients for the purposes of reporting to our commissioner the numbers of people using this service. No identifiable data is passed to the commissioner as part of this reporting.

How long will your data be kept?

Your information is kept for 20 years from the date you finish your support with us.

Where is your data stored?

This information is held within METRO as well as on our management system hosted in the United States. METRO ensures that information is protected via appropriate means, including information hosted by the third-party Salesforce.

Our use of your data will be subject to the following legal rights:

  • Your right to be informed as to how we use your personal data
  • Your right to access personal data we hold and use about you
  • Your right for us to rectify your personal data if you believe it is incorrect
  • Your right to object to us using your data for specific reasons
  • Your right to restrict our use of your data for specific reasons
  • Your right to delete any personal data we may use and hold on you
  • Your Right to object to any profiling we may do on you

We may also receive personal information about you from others:

Where you are referred to us from another agency they may pass information about you to us. We may also collect information from any family members that are part of the support programme.

Visit the following links for more information about Privacy Law, our obligations and your Rights:

The ICO Guide to GDPR

If you have concerns over the way we are asking for or using your personal data, please raise the matter with our Data Protection Lead by the following means:


METRO Data Protection Lead
METRO Woolwich
1st Floor Equitable House
7 General Gordon Square
SE18 6FH



020 8305 5000

If you still have concerns following our response you have the right to raise the matter with the Information Commissioner's Office:


Information Commissioner's Office
Wycliffe House
Water Lane

Web Contact

Make a complaint to the ICO 


0303 123 1113

For our full privacy notice:

Last updated: January 2023