We are committed to protecting your privacy when you use our website. It is important to us that you can trust us to keep your information safe and to use it in ways that you will think are reasonable and ethical. 

Norfolk County Council are the data controller for the information we have about you, this means we control how your personal information is processed and for what purposes. 

This Privacy Notice explains how we use information about you and how we protect your privacy. 

We have a Data Protection Officer who makes sure we respect your rights and follow the law. If you have any concerns or questions about how we look after your personal information, please contact the Data Protection Officer by email, dpo@norfolk.gov.uk or by calling 0344 800 8020.

Information we collect about you 

Norfolk SENDIASS uses the Timely booking system to allow parents, carers, children and young people to book appointments and provide information that will help our advisers prepare for and deliver advice and support. 

When booking an appointment, we may collect information including:

  • Names and contact details
  • Postcode
  • Educational setting
  • Child or young person's date of birth
  • Details of any special educational needs or disabilities (SEND)
  • Education, Health and Care Plan (EHCP) status
  • Information about the support being sought

We use this information to:

  • Arrange appointments
  • Provide information, advice and support
  • Maintain service records
  • Produce anonymised statistical reports to help improve our service

The lawful basis for processing this information is Article 6(1)(e) UK GDPR (Public Task), as the processing is necessary for Norfolk SENDIASS to carry out its statutory duties under the Children and Families Act 2014 and the SEND Code of Practice. 

Information submitted through Timely is transferred to Norfolk SENDIASS' secure case management system, Crossdata. Timely acts as a data processor on behalf of Norfolk SENDIASS. Information will only be shared outside the service where required by law, where there are safeguarding concerns, or where it is otherwise lawful and necessary to do so. 

Your information is stored securely and retained in accordance with Norfolk County Council's retention schedule. Where a young person has SEND, records are retained until their 25th birthday plus 7 years. 

For further information about how Norfolk County Council processes personal data, please refer to Norfolk County Council's Adult Social Care and Children's Services privacy notices.

Why we need your personal information

We may need to use some information about you to: 

  • deliver services and support for you; 
  • manage the services we provide for you; 

How the law allows us to use your personal information 

There are a number of legal reasons why we need to collect and use your personal information. 

Generally we collect and use personal information where: 

  • you have entered into a contract with us 
  • it is necessary to perform our statutory duties 
  • it is necessary to protect someone in an emergency 
  • it is required by law 
  • it is necessary for employment purposes 
  • it is necessary to deliver health or social care services 
  • you have made your information publicly available 
  • you, or your legal representative, have given consent 
  • it is to the benefit of society as a whole 
  • it is necessary to protect public health 
  • it is necessary for archiving, research, or statistical purposes 

If we have based our use of your information on your consent, you have the right to withdraw it at any time. If you want to remove your consent, please contact us so we can deal with your request. 

How much information we collect about you 

We will only collect and use personal information if we need it to deliver a service or meet a requirement. 

We only collect information about you that we need in order for you to receive a service from us. We respect your privacy and will keep what we collect to a minimum. 

When visiting our website, you may also be providing us with certain information through our use of website ‘cookies’. You can find out more about this in the cookie information on our website. 

We don’t sell your personal information to anyone else. 

How we might share your information

We appreciate you have provided your information to us and may not want us to share it with others. However sometimes it is necessary for us to do so. 

We only share your information where we are permitted or required to by law, or where you have requested us to do so. 

We are careful to keep to a minimum such sharing; whenever we share your information we do everything we can to make sure it is protected. 

Keeping your information up to date

It is your responsibility to ensure that the information you provide to Norfolk SENDIASS is accurate, complete and kept up to date. This includes notifying us if your contact details, educational setting, or any other relevant information changes. We rely on the information you provide to arrange appointments, communicate with you, and deliver appropriate information, advice and support. Incorrect or outdated information may affect our ability to provide the service effectively.

If you want to know what information we have recorded about you 

Please email us at norfolksendiass@norfolk.gov.uk

We will handle routine enquires as part of our usual customer service. 

If you want to see more of the information that we have about you, you can make a data subject access request. This can be made by visiting Norfolk County Council or by email to 

To help you make your request please contact us.

How long we keep your personal information

Where records relate to a young person with SEND, information may be retained until the young person reaches their 25th birthday plus 7 years, in line with Norfolk County Council's retention schedule.

Keeping your information secure

  • We make every effort to keep your information safe:
  • We take appropriate care to secure the information we hold about you 
  • We have robust technical security
  • We have policies and procedures to make sure your information is only available to our employees who need to see it to do their job, and we train these employees appropriately.

Telling you about events and services

We may offer you opportunities to hear about events and services provided by the Council and our partners. You will be given the opportunity to opt out of receiving information about events should you wish to at any point.

Who you can contact about data protection and your rights

If you have a question about anything covered in this privacy notice you can email us.

For further information on your rights as a data subject and how we have handled your information you can contact the Council’s Data Protection Officer at dpo@norfolk.gov.uk.

For independent advice about data protection, privacy and data sharing issues, or to lodge a complaint about how we have handled your information, you can contact the Information Commissioner’s Office (ICO) online or visit the website for contact information.  

 

Reviewed August 2026