FAQ

Data controller and purpose

The information you provide will be used by the London Borough of Tower Hamlets’ Sustainable Development Team, to process your Residential Energy Efficiency Programme application form. Tower Hamlets Council is the Data Controller and T.S.G. Building Services PLC is the Data Processor.

We process your data in accordance with the General Data Protection Regulation (GDPR) and if you have any concerns the Council’s Data Protection Officer can be contacted on DPO@towerhamlets.gov.uk. 

Condition for processing personal data

It is necessary for us to process your personal data such as name, address, contact details, date of birth, benefit award, property ownership, under the GDPR article 6 consent and article nine explicit consent.

A delay in you providing the information requested may result in a delay in providing appropriate services.

How long do we keep your information?

We will only hold your information for as long as is required by law and to provide you with the necessary services. This is likely to be for six years after the case is closed. For further details, you can view our retention policy.

We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this for statistical analysis of data to allow the Council to effectively target and plan the provision of services.

Information sharing

Your personal information may be shared with internal departments or with external partners and agencies involved in delivering services on our behalf. As stated above this will include sharing your information with our delivery partner T.S.G. Building Services PLC. We may also share your information with internal departments within our own service.

The council has a duty to protect public funds and may use personal information and data-matching techniques to detect and prevent fraud, and ensure public money is targeted and spent in the most appropriate and cost-effective way. Information may be shared with internal services and external bodies like the Audit Commission, Department for Work and Pensions, other local authorities, HM Revenue and Customs, and the Police. This activity is carried out under social protection law.

We have a duty to improve the health of the population we serve. To help with this, we use data and information from a range of sources including hospitals to understand more about the nature and causes of disease and ill-health in the area. This data would normally be anonymised and never used to make decisions on a specific individual or family.

Your rights

You can find out more about your rights on our data protection page and this includes details of your rights about automated decisions, such as the ranking of Housing Applications, and how to complain to the Information Commissioner.

In December 2021 the previous Conservative government published a white paper, ‘People at the Heart of Care’, outlining its 10-year vision to transform support and care in England.

The new Labour government has announced its intention to create a 'National Care Service' and improve NHS and social care integration as part of a 10-year plan for reform. Further details have yet to be published.

Our homecare services help vulnerable adults in Tower Hamlets live independently, stay connected, and achieve their personal goals at home. By prioritising local employment and ensuring all care staff receive at least the London Living Wage, our services align with our commitment to boosting jobs, business, and public services.

Homecare is provided across four localities - Northwest, Southwest, Northeast, and Southeast - supporting over 2,200 residents through trusted providers. This locality-based approach fosters strong partnerships and community-focused care and aligns with how adult social care teams are structured, and the NHS.

To enhance care quality and sustainability, we are strengthening our framework by focusing on:

• Capacity and expertise – ensuring providers can manage demand and deliver high-quality care.
• Quality standards – partnering with CQC-rated "Good" providers who meet strict regulatory standards.
• Safeguarding measures – ensuring robust policies protect vulnerable residents.

By expanding provider diversity and reducing spot purchasing costs, we want to improve the quality of care, increase resilience, and better support our community.

Tower Hamlets is a diverse and rapidly growing borough with a population that is living longer but also facing significant health and social care challenges. High levels of deprivation, housing pressures, and health inequalities mean that demand for adult social care is increasing, particularly among older people, those with long-term conditions, and individuals with complex needs. The borough also has a young and highly mobile population, creating a dynamic and evolving care landscape.

The council works closely with the NHS, voluntary and community organisations, and independent providers to deliver high-quality, person-centred care. There is a strong focus on integration and collaboration, ensuring that health and social care services work seamlessly together to provide the right support at the right time. This includes ongoing efforts to develop Integrated Neighbourhood Teams, strengthen preventative services, and enable people to remain independent for longer.

Despite financial pressures and workforce challenges, Tower Hamlets is committed to building a sustainable and innovative care system. The borough is embracing digital transformation, new models of care, and strength-based approaches to improve outcomes for residents. Providers are encouraged to work in partnership to develop flexible, inclusive, and culturally responsive services that reflect the needs of Tower Hamlets’ diverse communities.

The Department of Health and Social Care (DHSC) forecasts a 57 per cent increase in demand for home care services for adults aged 65 and over by 2038, compared to 2018.

In London, there are approximately 1,060 home care agencies, ranging from small providers with a handful of service users to large organisations serving thousands. As demand continues to grow, ensuring high-quality, accessible care remains a priority.

You can search for a home care agency on the Care Sourcer website.