147 Bryn Bevan, Newport, NP20 5QN[email protected]01633 857 715

Privacy Policy

Last updated: 26 September 2026

The short version

If you send us an enquiry, whether through this website, through a form in one of our Facebook or Instagram adverts, or by phone, email or in person, we use what you tell us to reply to you and to follow your enquiry through, and for nothing else. We do not sell your information, we do not use it to advertise to you, and this website does not track you. If you want us to delete what you have sent us, ask and we will.

One thing worth saying plainly: please do not put detailed medical information in the form. Tell us enough to understand what you are asking about, and we will talk through the rest with you directly, by phone or in person. That keeps sensitive details out of an email inbox, which is better for everyone.

1. Who we are

Arcadia Care Homes Ltd, trading as Aria Care Home, is the data controller for information collected through this website, through the enquiry forms in our Facebook and Instagram adverts, and when you contact us by phone, by email or in person. That means we decide what is collected and why, and we are responsible for looking after it.

We are registered with and regulated by Care Inspectorate Wales as a provider of care home services.

  • Address: 147 Bryn Bevan, Newport, NP20 5QN
  • Company registered in England and Wales, number 07798439
  • Registered with the Information Commissioner's Office, reference 00015483814
  • Data protection enquiries: Ali George, Managing Director
  • Email: [email protected]
  • Telephone: 01633 857 715

2. What we collect, and why

There are three ways we collect personal information. The enquiry form on this site asks for your name, your email address, your telephone number if you choose to give it, the type of enquiry, and whatever you write in the message.

If you reach that form from one of our Google adverts, we note which advert campaign it was and keep that with your enquiry, so that we can see which adverts help families and what they cost. We work it out from the address of the page you were on when you sent the form. We do not use cookies or anything stored on your device to do it, and we do not tell Google anything about you.

When you enquire by telephone, by email or in person, we may ask how you heard about us, and note your answer with your enquiry for the same reason. You do not have to say, and we will not mind if you would rather not.

The enquiry forms in our Facebook and Instagram adverts ask for your name, your email address, your telephone number, when care might be needed, how it is likely to be funded, whether you would like us to reply by phone or by email, and, if by phone, the day and time that suits you. We only ring you at a time you have given us. Meta Platforms Ireland Ltd, which runs Facebook and Instagram, collects what you enter and passes it to us. We do not use it to show you further adverts, and we do not upload it back to Meta.

Some of our adverts invite you to send us a message on Facebook, Messenger or Instagram instead. If you do, we read your message and reply to it ourselves. We keep what you tell us that we need to help you in our enquiry log, and then delete the conversation from our page inbox. Meta keeps its own copy of the conversation, and so do you, and we cannot delete either of those. Please leave out medical details; we can talk those through with you when we speak.

When you ring us, email us or call in, we note your name, how to contact you, and what you tell us about the care you are looking for: the type of care, how soon it might be needed, where the person is living now, any diagnosis, whether they have had a care assessment, and how care is likely to be funded.

Most people who contact us are asking on behalf of someone else. Where that is the case, we record that person's name and your relationship to them, so that we know who the enquiry is about and are not guessing which of you we are writing about. If you are asking for yourself, there is only one name to record. You can ask us at any point what we hold about either of you, and ask us to correct or delete it.

We use it solely to respond to you and, if your enquiry leads somewhere, to arrange a visit or an assessment. Care enquiries, however they reach us, are recorded in our own enquiry log so that we can follow each one through. If you send a career enquiry, we use it only to reply to you about working with us. We do not add you to a mailing list and we do not pass your details to anyone else for their own purposes.

Our lawful bases for this, under UK GDPR, are that the processing is necessary to take steps at your request before entering into a contract (Article 6(1)(b)), and our legitimate interest in answering people who contact us and in seeing which of our adverts lead to enquiries (Article 6(1)(f)).

3. Information about health

Information about someone's health is a special category of personal data under UK GDPR, and the law protects it more strictly. If you tell us about a health condition, a diagnosis, or the care someone needs, that is what you are giving us.

You do not need to include that detail in the form. If you do, we rely on your explicit consent (Article 9(2)(a)) to hold it: before you send an enquiry, the form asks you to tick a box agreeing that we can use what you have written, including any health details about you or a loved one, to reply to you. We use it for nothing else. You can withdraw that consent at any time by contacting us, and we will delete it.

If you tell us about someone's health by phone, by email or in person, we record it on a different basis: the provision of health and social care (Article 9(2)(h)). We need it to understand whether we can meet the person's needs, and it is only seen by the members of our team who handle enquiries, all of whom are bound by a duty of confidentiality.

Once someone becomes a resident, their information is handled under our care records policy rather than this website policy, on a different legal footing — the provision of health and social care (Article 9(2)(h)).

4. How long we keep it

We keep the record of a care enquiry, and of what followed from it, for 24 months after the enquiry is closed, and then delete it. A career enquiry is deleted 24 months after we receive it. If you would like yours deleted sooner, ask us and we will.

The service that delivers website enquiries to us keeps its own copy of each email for a limited period, as a delivery record, and then deletes it.

Where an enquiry leads to someone moving in, a printed copy of it is filed in their care record, which is kept for the period set by our records retention policy and by what Care Inspectorate Wales requires of us.

5. Who else is involved

Running a website means a small number of companies handle information on our behalf. They act on our instructions and cannot use it for anything of their own.

  • Cloudflare — hosts this website, protects it from attacks, and provides the security check on the enquiry form, which confirms you are a person rather than an automated script. Like any web host, it handles technical information such as your IP address when you visit. It also counts visits to each page for us (Cloudflare Web Analytics). That sets no cookies, does not identify you or follow you to other websites, and we only ever see totals.
  • Resend — takes the enquiry you send through this website and delivers it to our inbox as an email. It sends from servers in the European Union (Ireland).
  • Microsoft — provides our email (Microsoft 365). Enquiries are kept in our inbox there.
  • Hetzner — provides the server, in Germany, that holds our enquiry log. Care enquiries, however they reach us, are recorded there so the three members of our team who handle enquiries can follow them up. Only those three can see it, each with their own named account and password, and no one else has access to it.
  • Storyblok — stores the words and pictures that make up these pages, and delivers our video tour to your browser when you press play. It holds no enquiry information.

When you open a page, your browser also fetches a few things directly from two other companies, which means they receive your IP address and basic browser details:

  • Fontshare (Indian Type Foundry) — supplies the typeface the site is written in.
  • Google — only on the Contact page, which shows a Google map of where to find us. Google's handling of that is covered by the Google Privacy Policy.

Meta holds the enquiries and messages sent through our Facebook and Instagram adverts so that we can collect them. Because those forms sit inside Facebook and Instagram, Meta's own handling of your use of its apps is covered by the Meta Privacy Policy.

Some of these companies are based outside the UK. Where information is transferred abroad, it is protected by the safeguards UK data protection law requires, such as the International Data Transfer Agreement or an adequacy decision.

We will also disclose information where the law requires it — for example a safeguarding referral, or a report to Care Inspectorate Wales.

6. Cookies

This website sets no advertising cookies and no analytics cookies. It does not use Google Analytics, a tag manager, or any advertising pixel, and it does not build a profile of you.

The security check on the enquiry form may set a cookie that is strictly necessary to tell a person from an automated script. It is used for nothing else.

When you send an enquiry, your browser briefly keeps your first name in its own session storage so the thank-you page can greet you. It never leaves your device and is removed as soon as that page has read it.

The map on our Contact page comes from Google. We do not ask Google to set cookies, but depending on your own Google account and settings, Google may apply its own. If you would rather avoid that, our address is written on the page, so you do not need the map.

If that ever changes, we will say so here and ask for your consent first.

7. Your rights

Under UK data protection law you can ask us to:

  • tell you what information we hold about you, and give you a copy;
  • correct anything that is wrong;
  • delete it;
  • stop or limit what we do with it;
  • hand it over in a portable form;
  • stop relying on legitimate interests, where that is our basis.

Where we rely on your consent, you can withdraw it at any time. That does not undo anything done before you withdrew it.

Ask by emailing [email protected] or by writing to us at the address above. We will respond within one month. There is no charge.

8. If you are unhappy

Please tell us first — it is usually the quickest way to put something right. If you are still not satisfied, you can complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. You can go to them at any point; you do not have to come to us first.

9. Changes to this policy

If we change how we handle information, we will update this page and change the date at the top.