Privacy & Cookie Policy

Last updated: 7 August 2026

Western Lodge is committed to protecting your privacy and handling your personal information fairly, securely and transparently.

Western Lodge is the working name of The Society for the Relief of the Homeless Poor, registered charity number 207701.

This policy explains what personal information we may collect, why we collect it, how we use it, who we may share it with and the rights you have in relation to your information.

It applies to information collected through this website and through communications with Western Lodge, including enquiries, referrals, donations and volunteering enquiries.

Who we are

For the purposes of UK data protection law, The Society for the Relief of the Homeless Poor, operating as Western Lodge, is the data controller for personal information covered by this policy.

Western Lodge
85 Trinity Road
Tooting
London
SW17 7SQ

Telephone: 020 8696 1564
Email: info@westernlodge.org.uk
Registered Charity: 207701

Information we may collect

Depending on how you interact with us, we may collect information such as:

• your name and contact details, including your email address and telephone number;
• information you provide when contacting us or making an enquiry;
• information provided in connection with a referral;
• information provided when enquiring about volunteering or supporting our work;
• information relating to a donation, including your name, contact information and transaction details;
• your communication preferences;
• technical information relating to your use of our website, such as IP address, browser type, device information and website activity; and
• any other information you choose to provide to us.

Sensitive information

Because of the nature of Western Lodge’s work, information provided as part of a referral or support enquiry may sometimes include sensitive personal information, such as information relating to physical or mental health, addiction, support needs or safeguarding concerns.

It may also occasionally include information relating to criminal convictions or allegations where this is relevant to a referral, safeguarding or the safe operation of our service.

We recognise that this information requires additional protection. We only process this type of information where there is a lawful reason to do so and where the additional requirements of UK data protection law are met. Access is limited to people who need the information for their work.

How we use your information

We may use personal information to:

• respond to enquiries and requests for information;
• manage referrals and assess eligibility for our services;
• provide accommodation, support and related services;
• communicate with residents, former residents, referring organisations and other relevant parties;
• manage volunteering enquiries;
• process and administer donations;
• maintain appropriate financial and administrative records;
• safeguard residents, staff, volunteers and others;
• maintain the security and operation of our website and systems;
• understand how people use our website and improve our services;
• comply with legal, regulatory and contractual requirements;
• prevent or investigate fraud, misuse or other unlawful activity; and
• keep supporters informed about our charitable work where we are permitted to do so.

We will not use your personal information for purposes that are incompatible with the reason it was originally collected unless permitted or required by law.

Our lawful basis for using your information

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may process information because:

• you have given us your consent;
• processing is necessary to respond to something you have asked us to do;
• processing is necessary to comply with a legal obligation;
• processing is necessary to protect someone’s vital interests;
• processing is necessary for our legitimate interests or those of another organisation, provided those interests do not override your rights and freedoms; or
• another lawful basis permitted by UK data protection law applies, including provisions relating to safeguarding or the prevention of crime.

Where we process sensitive or special category information, we will also ensure that an appropriate additional legal condition applies.

You may withdraw consent at any time where consent is the basis on which we are using your information.

Donations and PayPal

Online donations may be processed using PayPal.

When you choose to donate using PayPal, payment information is entered and processed through PayPal’s systems. Western Lodge does not receive or store your full card or bank account details through the website.

PayPal processes personal information in accordance with its own privacy policy and legal obligations. Western Lodge may receive information relating to your donation, such as your name, contact details, donation amount and transaction information, where this is provided by PayPal.

We may retain appropriate donation records for accounting, financial administration and legal purposes.

PayPal itself acts as a data controller for information it processes through its service and publishes its own privacy statement.

Fundraising and communications

From time to time we may contact supporters about Western Lodge’s work, fundraising, volunteering opportunities or ways to support the charity.

We will only send electronic marketing or fundraising communications where permitted by law.

This may be because you have specifically agreed to receive them or, where applicable, because the charitable-purpose soft opt-in allows us to contact someone who has expressed an interest in or offered support for our charitable purposes and has been given a clear opportunity to opt out.

You can ask us to stop sending these communications at any time.

Sharing your information

We do not sell or rent personal information.

We may share information where reasonably necessary with:

• staff, trustees and authorised volunteers;
• organisations involved in providing or coordinating support;
• local authorities, healthcare providers or other agencies where appropriate and lawful;
• safeguarding organisations or emergency services where necessary;
• our website, hosting, email and IT service providers;
• payment providers such as PayPal;
• professional advisers such as accountants, auditors or legal advisers;
• regulators and public authorities where we are legally required to do so; and
• other organisations where you have asked us or authorised us to share your information.

Where another organisation processes personal information on our behalf, we take appropriate steps to ensure that the information is protected.

International transfers

Some organisations providing website, email, payment, analytics or technology services may process information outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer complies with UK data protection law and that appropriate protections are in place.

UK data protection law requires restricted international transfers to be covered by an appropriate mechanism, such as UK adequacy regulations, approved safeguards or another permitted exception.

How long we keep information

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

How long information is retained depends on why it was collected and may take account of:

• the duration of our relationship with you;
• legal, regulatory, contractual or accounting requirements;
• safeguarding responsibilities;
• the need to establish, exercise or defend legal claims;
• our service-user and records-retention requirements; and
• whether there is an ongoing reason to retain the information.

Information relating to referrals or residents may form part of Western Lodge’s service records and will be retained in accordance with our relevant record-retention and safeguarding procedures.

If you unsubscribe from marketing communications, we may retain limited information on a suppression list so that we can ensure we do not contact you again for that purpose.

Keeping your information secure

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

Access to personal information is restricted to people who require it for legitimate purposes.

While we take appropriate steps to protect information, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

Cookies

Cookies are small files that websites can place on your computer, tablet or mobile device.

Our website may use cookies and similar technologies to operate correctly, remember preferences, understand how the website is used and provide content from third-party services.

Essential cookies

Some cookies are necessary for the website to function correctly or securely.

These cookies do not require your consent where they are strictly necessary to provide the service you have requested.

Analytics cookies

Where we use analytics services to understand how visitors use our website, these may collect information such as pages visited, approximate location, browser type and how visitors arrived at the website.

Where consent is required, analytics cookies will not be placed until you have chosen to accept them.

Third-party and embedded content

Some pages may contain content or services provided by third parties, such as videos, maps, social-media content or payment services.

These services may use cookies or collect technical information about your device.

Where consent is legally required for these technologies, they should not be activated until you have given permission through our cookie controls.

Third-party websites and services operate under their own privacy and cookie policies.

Managing cookies

When you first visit our website, you will be given the opportunity to manage non-essential cookies where required.

You can change your preferences through the site’s Cookie Settings controls.

You can also control or delete cookies through your web browser. Disabling certain cookies may affect some website functionality.

Current ICO guidance requires websites to explain cookies clearly and obtain an active choice before placing non-essential cookies; simply continuing to browse is not sufficient consent.

Your data protection rights

Depending on the circumstances, you may have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information;
• ask us to restrict how your information is used;
• object to certain uses of your information;
• receive certain information in a portable format;
• withdraw consent where we rely on consent; and
• complain about the way we have handled your information.

Some of these rights only apply in particular circumstances.

To exercise your rights or ask a question about your personal information, please contact:

Email: info@westernlodge.org.uk
Telephone: 020 8696 1564

We may need to confirm your identity before providing personal information or acting on certain requests.

Complaints

If you have concerns about how Western Lodge has handled your personal information, please contact us first so that we have an opportunity to investigate the matter.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection.

External websites

Our website may contain links to websites operated by other organisations.

Western Lodge is not responsible for the privacy practices or content of external websites. We recommend reading the privacy information provided by any external website before submitting personal information to it.

Changes to this policy

We may update this Privacy & Cookie Policy from time to time to reflect changes in our services, website, technology or legal requirements.

The date at the top of this page shows when the policy was last updated.