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Privacy policy


At Second Step, protecting your personal information is very important to us and we will ensure your personal data is kept confidential and held securely.

This privacy policy tells you what to expect when Second Step collects personal information.  It applies to information we collect about:

  • People we support and have previously supported
  • Visitors to our website
  • Individuals who enrol to our courses, make enquiries or raise complaints
  • People who support our social media and on line campaigns

When you give us personal information, we do all we can to ensure that it is treated securely. Once we have received your information, we will take reasonable steps and all other precautions required by law to protect that information from misuse and loss and from unauthorised access, modification or disclosure.  We will not share your details with any third party for marketing purposes.

If required to do so by any applicable law, we may need to disclose some or all of your personal information to the level to which we are legally required to comply.

Any changes to this policy will be posted below so please check this page regularly for any updates.

People we support and have previously supported

We use a great deal of information in our services. For example, we process information about current and past service users working with us or receiving support or tenants in our accommodation. For each service Privacy Policies will be presented directly to these individuals in an upfront way, to ensure they clearly understand how we will use their information.

To find out how we use, store and protect information obtained for these purposes please read our protecting your personal information leaflet [opens as a PDF]

Visitors to our website

When you visit www.second-step.co.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to track interest on specific pages, see how the site is being used and look at how we can make improvements to the site. The information is only processed in a way that does not identify anyone. We do not make, and do not allow Google to make, any attempts to find out the identities of those visiting our website.


A cookie is a small piece of text stored on a user's computer by a web browser. Most modern browsers allow you to decide whether to accept cookies, and the time frame to keep them, but rejecting cookies may impair some of the functionality of this website. We undertake not to abuse the personal identification aspect of cookies.

More information about how cookies are used on this website is available in our cookie policy.


Second Step and its web hosting company, Bison Grid Ltd, treat all data held with care and security. Any details you give will remain confidential.

Second Step make no warranty that the contents of the site are free from infection by viruses or anything else which has contaminating or destructive properties and shall have no liability in respect thereof.

In your communications with this site you are prohibited from transmitting any unlawful, libellous, threatening, defamatory, obscene or profane material. Any such action that could constitute or encourage conduct that would be deemed a criminal offence or violate any law will be identified to any relevant authorities including law enforcement authorities that may request such disclosure.

Third party websites

On this website Second Step may provide links to other third party websites. You need to be aware that Second Step has no control over such third party websites and your data will be subject to the privacy policies of those sites

Individuals who enrol in our course, make enquiries or raise complaints

Using online webforms

If you use one of our online webforms the information submitted is sent to a designated email address directly by outlook. Please be aware that information sent this way only receives basic email protections, and as such you may not want to submit sensitive personal data through it. If you require a hard copy of the form instead please use the relevant email contact address to request.

Any information received via a webform will be used and stored only for the purpose it was provided, for example as part of a complaint investigation or to enrol you on one of our courses.

By using a webform we may collect, store and use the following kinds of personal data:

  • Your name
  • Your telephone number
  • Your email address

The personal data above will be used to send you the information you have requested.

Emailing us via links on the website

Information submitted using the email address on our website will be sent to Second Step staff directly by outlook. Information sent this way only receives basic email protections, and as such you should not submit sensitive personal data through it. If needed, outline the general details of your request and a member of staff will respond or direct you to someone who can help.

Any email sent to us, including attachments, may be monitored and used by us for reasons of security and monitoring compliance with office policy. Email monitoring and blocking software can apply if an email triggers one of our built in safeguards.

Supporting our social media and online campaigns

Contacting us via social media

If you wish to send us a private or direct message via social media please outline the general details of your request and a member of staff will respond or direct you to someone who can help. Your message will not be shared with any other organisations.

Your rights and data protection

Your rights

You have the right to obtain a copy of the information we hold about you by emailing DPO@second-step.co.uk, writing to Data Protection at Second Step, 9 Brunswick Square, Bristol BS2 8PE or by talking to your support worker.

Data Protection

Our Senior Information Risk Owner is Richard Carling, our Director of Finance.   In this role he is required to ensure the organisational compliance with data protection legislation.

If you would like to ask questions about how your information is used, or raise a concern you can contact DPO@second-step.co.uk.

Updating, correcting, or deleting personal information

We encourage you to decide how you would like us to communicate with you, so that we can improve, take action and prevent any mistakes.

If you ever wish to change your personal information, contact preferences or request a copy of the information we have for you, please discuss with your support worker, or email DPO@second-step.co.uk or write to Data Protection at Second Step, 9 Brunswick Square, Bristol BS2 8PE.

Information Commissioners Office (ICO)

We are registered with the ICO - our registration number is Z2235039

Changes to this policy

17 July 2017 - Hosting company changed from DLIT Solutions Limited to platform.sh

23 May 2018 – Updated in line with new GDPR regulations

8 October 2018 - Hosting company changed from platform.sh to Bison Grid Ltd

16 March 2019 - SIRO changed to Richard Carling

5 July 2020 - removed reference to regular newsletter as no longer produced. Removed reference to using Hootsuite for Twitter posts as no longer used.