Asisters Customer app - privacy notice
Effective date: 9 September 2026.
Who we are
Asisters Ltd, a company registered in the United Kingdom under number 10729228, registered office 1 Bottom Pond Cottage, Morestead, Winchester, Hampshire SO21 1AJ.
Office: 51-53 The Main Rd, Colden Common, Winchester SO21 1RP Email: support@asisters.co.uk | Telephone: 01962 777 055
What this notice covers
The Asisters Customer app on your phone or tablet, and the information that moves between the app and our systems when you use it. It does not cover our website, which has its own policy, and it does not cover your care records generally  -  only what the app shows you and what you send through it.
How you get an account
Your account is created for you by the office. There is no sign-up in the app: the first screen is a sign-in screen. That means we already hold your details before you ever open it, and the app shows you information about care that has already been arranged.
What the app collects, and when
Your account details. Your name, email address and telephone number, so we can identify you and contact you. You can correct these in the app.
What you send us. If you ask for a change to a visit, or contact the office through the app, we record what you write and who sent it. Please only include what is relevant  -  these are free-text messages and whatever you type is stored and read by the office staff arranging your care.
Your care information. The app shows the care visits arranged for you, the services provided and the carer expected to attend. This includes personal information about your care and health. It also shows invoice and statement amounts and their status. We use this information to provide your care and let you follow the arrangements and charges. Payment is arranged with the office under your care agreement.
What the app does not do
Stated because a generic privacy notice would claim otherwise, and none of it is true here:
- No advertising and no tracking. Nothing is used for advertising or profiling, and nothing is sold or shared for those purposes. - No location. The app does not ask for or use your location at all. It requests no location permission of any kind. - No camera or photo access. - No session recording. We do not record or replay your screen. - The app does not take payments and cannot change what you owe. Statements are shown for your information; payment is arranged with the office.
Diagnostics when something breaks
We use Sentry (Functional Software, Inc.), on servers in the European Union (Germany), to monitor errors, crashes and app performance, including app starts, screen navigation and interaction timings. This helps us find and fix technical problems. We do not use these records for advertising or marketing analytics. We do not record or replay your screen. These diagnostic records can be linked to your internal account reference.
What is deliberately not in them: your name, your email address, or your IP address. The app replaces the IP with 0.0.0.0 and removes location information before an event leaves your device, and turns off Sentry's "default personal information" collection. Screen recording and session replay are off. The report is labelled with your internal account reference  -  an opaque identifier, not your name.
One honest caveat. If the app crashes at the deepest level  -  a native crash rather than an in-app error  -  the report is assembled by the operating system's crash handler and is not filtered by the checks described above. Such a report can contain fragments of whatever the app held in memory at that moment. We keep this switched on because a crash that cannot report itself is a crash we cannot fix, but it is a real trade-off and you should know it.
Notifications
If you allow notifications, your device is issued a push token which we store so we can send you updates about your care.
Notifications are delivered through the Expo push service (650 Industries, Inc., United States) and from there through Apple or Google's notification services, also in the United States. The notifications themselves are deliberately vague  -  they say only that you have a new update and to open the app. Nothing about your care, your visits or your health appears in a notification, precisely so that it is not readable on a lock screen or by those services. Turning notifications off in your device settings stops them.
Who processes your information
- Asisters Ltd  -  your care provider, and the organisation responsible for your information. - CleverTech B.V. (Netherlands)  -  operates the Asisters platform on our behalf, under a data processing agreement. - Sentry (EU/Germany)  -  error and crash diagnostics, as described above. - Expo, Apple and Google (United States)  -  delivery of push notifications, as described above. - Amazon Web Services (London)  -  hosting.
Who can see your information
The carers who visit you and the office staff who arrange your care. We do not share your information with anyone else except where we are required to by law, or where you ask us to.
Where your information is held
Your records are hosted in the United Kingdom (AWS London), and backups stay in the United Kingdom. Diagnostic reports go to Germany. Push notifications pass through the United States, carrying no information about your care.
How long we keep it
Different kinds of record are kept for different periods. What we can state today:
- The record of actions taken in the system is permanent. It is written once and never altered or deleted. This is deliberate  -  a care record you cannot audit is a care record you cannot trust. - Records of who viewed identifying information are kept for 13 months, then deleted automatically. - Care records are kept for as long as our regulatory and legal obligations require. - If you ask us for a copy of your information, the file we prepare for you is deleted after 7 days.
Your rights
You can ask us for a copy of the information we hold about you, to correct it if it is wrong, to delete it, to restrict or object to how we use it, and to receive it in a portable form. Some rights are limited where we must keep care records by law.
Being straight about access. There is no "download my data" button in the app. If you ask for a copy of your information, a member of staff prepares it for you; the file is then available for 7 days.
Being straight about deletion. The app does not currently have a "delete my account" button, and we would rather tell you that than imply otherwise.
If you ask us to delete your information, we can remove your sign-in, your device registrations, your notification settings, the messages and change requests you have sent, and your contact details, which are replaced with a permanent placeholder so the account cannot be used again.
We cannot delete your care record  -  the record of the care you received. We are required to keep it, and it is held about the person receiving care rather than about the app account. The permanent record of actions taken in the system also remains. If you ask, we will tell you exactly what was removed and what had to stay, and why.
To exercise any of these rights, contact support@asisters.co.uk or call 01962 777 055. You can also complain to the Information Commissioner's Office at ico.org.uk.
Changes
If we change this notice we will update the date below and, where the change is significant, tell you in the app.
Still being confirmed
This notice is being finalised. The following points are being confirmed, and this page will be updated when they are:
- ICO registration number.
- Whether a Data Protection Officer is appointed.
- Confirm Asisters Ltd is named as the controller. The app's Terms currently use a multi-tenant framing  -  "your care provider decides how your personal information is used"  -  which does not fit a notice published by Asisters for Asisters' own care service. The two documents must agree before either is ratified.
- Confirm the lawful basis and the Article 9 condition relied on.
- Microphone  -  must be resolved before publication. The app currently declares a microphone permission for sending voice notes, but that feature is switched off in the released app. So the app asks for a permission it does not use. This notice deliberately does not describe voice notes, because they do not happen. The right fix is to remove the permission from the build rather than to document it here  -  an unused permission is a likely store-review question and tells the reader something untrue about the app. If the feature is switched on later, this notice must be updated first.
- Sentry's retention period, its server-side scrubbing rules, and who can read these reports.
- Confirm this list is complete and that each has a current processing agreement.
- Whether any other recipient needs naming  -  for example a local authority or NHS body where care is commissioned rather than private.
- Confirm the safeguards relied on for the United States transfer.
- Confirm the statutory retention period for care records and state it here. This section is incomplete until it is.
- Both app stores expect an in-app deletion route for apps with accounts. This notice must be updated when one is added.
Last updated 9 September 2026.