Company and Provider Information

Drumconner Lancing

13-21 Brighton Road, Lancing, West Sussex, BN15 8RJ

01903 753516

Info@drumconner.co.uk

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DRUMCONNER LIMITED

Registered in England and Wales
Company number: 01636296

Registered office address: Maria House, 35 Millers Road, Brighton, BN1 5NP

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Drumconner Bournemouth

20 Poole Road, Westbourne, Bournemouth, Dorset, BH4 9DR

01202 761420

Info@drumconner.co.uk

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DRUMCONNER HOMES (BOURNEMOUTH) LIMITED

Registered in England and Wales

Company number: 02150134

Registered office address: Maria House, 35 Millers Road, Brighton, United Kingdom, BN1 5NP

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Care Quality Commission (CQC)

Drumconner Lancing and Drumconner Bournemouth are registered with and regulated by the Care Quality Commission (CQC).

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Lancing: https://www.cqc.org.uk/location/1-138365862 

Bournemouth: https://www.cqc.org.uk/location/1-145647588

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Suggestions and Complaints

At Drumconner, we work hard to ensure our service meets your needs and expectations, holding regular residents’ meetings and surveys. We recognise that there is always room for improvement and welcome any comments or suggestions from you or your family that can help us enhance our service.

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If you have feedback, please speak to a member of staff first, who may be able to make any necessary changes. If you feel your concern cannot be resolved in this way, you may wish to make a formal complaint.

 

If you feel the need to make a formal complaint, you or your family can do so in the following ways:

 

• In person: We will create a written record of your complaint and provide you with a copy for your reference.

• By telephone:

  • Lancing: 01903 753516

  • Bournemouth: 01202 761420

• By letter

  • Lancing: Drumconner Lancing, 13–21 Brighton Road, Lancing, West Sussex, BN15 8RJ

  • Bournemouth: Drumconner Bournemouth, 20 Poole Road, Westbourne, Bournemouth, Dorset, BH4 9DR

• By email: info@drumconner.co.uk

• Via a representative: If you do not wish to make a complaint yourself, you may ask someone you trust to act on your behalf.

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Please be assured that complaints can be made without fear of reprisal or intimidation. All complaints are taken seriously and will be responded to within a maximum of 28 days following investigation.

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If you are not satisfied with the outcome of your complaint following our internal process, you may escalate your concern to the appropriate external organisation, depending on how the care is funded.

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For self funded residents

You may contact the Local Government and Social Care Ombudsman, which investigates complaints about adult social care services.

Local Government and Social Care Ombudsman
PO Box 4771
Coventry
CV4 0EH

Telephone: 0300 061 0614
Website: www.lgo.org.uk

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For NHS funded care

If the care is fully or partly funded by the NHS, you may contact the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

You may also contact your local NHS Integrated Care Board for support and guidance.

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Making a complaint will not affect the care provided to you or your loved one. All complaints are treated confidentially, taken seriously, and used to help improve our service.

 

Privacy Policy

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1. Introduction

Drumconner is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect personal information when you visit our website or contact us.

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This policy applies to website visitors, enquirers, and individuals who contact us via our website, email, or telephone. Separate privacy information is provided to residents and their representatives as part of our care services.

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We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

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2. Who We Are

Drumconner operates the following care homes:

Drumconner Lancing
13 to 21 Brighton Road
Lancing
West Sussex
BN15 8RJ

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Drumconner Bournemouth
20 Poole Road
Westbourne
Bournemouth
Dorset
BH4 9DR

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Each care home is operated by its respective registered provider company. For the purposes of data protection law, the relevant provider company acts as the Data Controller.

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Data Protection Lead: Oliver Harper
Contact email: info@drumconner.co.uk
Telephone: 01903 753516

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3. Personal Data We Collect

When you use our website or contact us, we may collect the following personal data:

• Name

• Email address

• Telephone number

• Information you provide in enquiry or contact forms

• Information you choose to share when contacting us

• Technical data such as IP address, browser type, and device information

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We do not knowingly collect personal data relating to children through our website.

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4. How We Collect Your Data

We collect personal data when you:

• Complete a contact or enquiry form on our website

• Contact us by email or telephone

• Interact with our website through cookies and analytics tools

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5. How We Use Your Data

We use personal data collected through the website to:

• Respond to enquiries and requests

• Provide information about our care homes and services

• Communicate with you where you have requested contact

• Improve our website and user experience

• Meet legal and regulatory obligations

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We do not use website enquiry data for automated decision making or profiling.

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6. Lawful Basis for Processing

We process personal data using the following lawful bases:

• Legitimate interests, to respond to enquiries and manage communications

• Consent, where you have actively chosen to contact us

• Legal obligation, where processing is required by law or regulation

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You may withdraw consent at any time by contacting us.

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7. Disclosure of Your Data

We may share personal data with trusted third parties who support our website and business operations. These include:

• North Star Ltd, a UK based IT and systems support provider

• GoDaddy, our domain registration and website hosting provider

• SOHSH, our marketing and communications agency

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All third party service providers act only on our instructions and are contractually required to keep personal data secure and confidential.

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In certain circumstances, we may be required to share personal data with local authorities, regulators, or law enforcement agencies, including in safeguarding situations. This will only occur where necessary and lawful.

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We do not sell or trade personal data. Personal data is not transferred outside the UK unless appropriate safeguards are in place and the transfer complies with data protection legislation.

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8. Data Storage and Security

We take appropriate technical and organisational measures to protect personal data, including:

• Secure systems and access controls

• Restricted access to personal data

• Staff training on data protection and confidentiality

 

We retain website enquiry data only for as long as necessary to respond to enquiries or to meet legal and regulatory requirements.

 

9. Your Data Protection Rights

You have the right to:

• Access the personal data we hold about you

• Request correction of inaccurate or incomplete data

• Request deletion of your personal data

• Object to or restrict processing in certain circumstances

• Withdraw consent at any time

 

To exercise your rights, please contact us using the details above. We aim to respond within one month.

 

10. Cookies

Our website uses cookies to ensure it functions correctly and to help us understand how visitors use the site.

Cookies may be used for:

• Essential website functionality

• Website analytics, such as Google Analytics

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Non essential cookies will not be placed on your device unless you give consent. You can manage your cookie preferences at any time through your browser or cookie settings.

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11. Complaints

If you have concerns about how we handle your personal data, please contact our Data Protection Lead in the first instance.

If your concern is not resolved, you have the right to raise a complaint with the Information Commissioner’s Office.

Website: www.ico.org.uk

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12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legislation or how we operate. The most recent version will always be available on our website.

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Cookie Policy

1. Introduction

This Cookie Policy explains how Drumconner uses cookies and similar technologies on our website and how you can manage your preferences.

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This policy should be read alongside our Privacy Policy, which explains how we process personal data more generally.

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2. What Are Cookies

Cookies are small text files that are placed on your device when you visit a website. They help the website function properly, improve performance, and provide information about how visitors use the site.

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Cookies do not usually identify you directly, but they can provide information about your device, browser, or usage behaviour.

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3. How We Use Cookies

We use cookies on our website to:

• Ensure the website functions correctly

• Improve website performance and usability

• Understand how visitors interact with our website

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We do not use cookies for advertising or direct marketing purposes.

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4. Types of Cookies We Use

Essential cookies

These cookies are necessary for the website to function properly. They enable core functionality such as page navigation and security. The website cannot function correctly without these cookies and they are always enabled.

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Analytics cookies

These cookies help us understand how visitors use our website, such as which pages are visited and how users move around the site. This information is used to improve the website and user experience.

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We use analytics tools such as Google Analytics for this purpose. Information collected is aggregated and anonymised where possible.

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Analytics cookies are only used with your consent.

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5. Managing Cookie Preferences

When you first visit our website, you will be shown a cookie consent banner. This allows you to accept or reject non essential cookies.

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You can change or withdraw your consent at any time by adjusting your cookie settings or by changing your browser settings.

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Most web browsers allow you to:

• View what cookies are stored

• Delete cookies

• Block cookies altogether

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Please note that disabling essential cookies may affect how the website functions.

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6. Third Party Cookies

Some cookies on our website are set by third party services that we use to support website functionality and performance, such as analytics providers.

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These third parties may process information about your use of the website in accordance with their own privacy policies. We do not control the operation of third party cookies.

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7. Changes to This Policy

We may update this Cookie Policy from time to time to reflect changes in law, technology, or how we use cookies. The latest version will always be available on our website.