SEN Hub Privacy Notice

The short version

• We use your information to run SEN Hub: your account, your posts and messages, and keeping the community safe.

• Anything you share about your child's needs or your family's health is sensitive. We only use it with your explicit consent, and you can withdraw that at any time.

• Group posts are seen only by other parents and carers on SEN Hub. Providers never see them, and messages are private.

• We never sell your information, show you adverts or use it to profile you.

• You can ask for a copy of your information, correct it or delete it, and you can delete your account in Settings.

1. Who we are

SEN Hub is a trading name of Good Change People Ltd, a company registered in England and Wales (company number 15277753), at 67 Elm Road, Leigh-on-Sea, Southend-on-Sea, Essex, SS9 1SP. We're the controller of your personal information, which means we decide how and why it's used.

We're registered with the Information Commissioner's Office (ICO) under number ZB681307. Our privacy lead, Lucy Paton-Brown, is responsible for data protection at Good Change People Ltd. For anything about your privacy, contact Lucy at info@senhub.uk or by post at the address above.

2. Information we collect

When you join and use SEN Hub:

• your email address and password (stored as a secure hash that nobody can read)

• your profile: a display name, and if you add them, a photo, town or region, bio and the topics you'd like to talk about

• what you post, reply and send in messages, the groups you join and the posts you support

• your settings, such as whether you appear in the members list, and anyone you block

• reports you make or that are made about you, and our moderation decisions

If you're a provider: your name, business details, listing and services, how often your listing is viewed, and your subscription status. Stripe handles your card details. We only keep the reference numbers Stripe gives us for your customer record and subscription.

Automatically: our hosting provider records technical information, such as your IP address, browser and when you use SEN Hub, to keep it secure and working. Your device stores a sign in token and your accessibility settings (section 12).

From others: other members may mention you, message you or report you, and Stripe tells us whether payments succeed.

3. Information about health, disability and children

Much of what families share on SEN Hub reveals health information, such as a child's diagnosis, needs or medication. The law calls this special category data and protects it more strongly. Sharing it is always optional: topics, your bio and what you post are up to you.

Our legal basis. We use this information only with your explicit consent, which you give when you join (UK GDPR Article 9(2)(a)). If you share information about your child, you confirm you have parental responsibility or are otherwise entitled to share it. You can withdraw consent at any time by deleting what you've shared or your account, or by contacting us. Withdrawing doesn't affect what we did before.

Safeguarding. If we believe a child or adult is at risk, we may share relevant information with the police or social services without consent. We rely on the safeguarding condition in the Data Protection Act 2018 (Schedule 1, paragraph 18), and keep a policy document explaining how we use it.

What we never do. We don't use health information for advertising, profiling or marketing, and we never sell it. Providers only see what you choose to send them.

Please share carefully. Don't include your child's full name, school, photos or anything else that could identify them. The less identifying detail you share, the safer your family is.

4. How we use your information and our lawful bases

We only use your information for the purposes below. Where we rely on legitimate interests, we've weighed them against your rights, and you can object (section 10).

5. Who can see your information on SEN Hub

6. Who we share it with

We never sell your information. We share it only with:

• Service providers who process it for us, under contracts that require them to protect it: Lovable, which hosts SEN Hub, its database and its sign in emails, and Lovable's own sub processors, including Supabase and Amazon Web Services. Lovable's current list is at trust.lovable.dev/subprocessors.

• Stripe, which takes provider payments and handles card details under its own privacy policy.

• Providers you contact. When you message a provider, they become responsible for what you share with them, and their own privacy notice applies.

• Authorities, such as the police, social services, Ofcom or the ICO, when the law requires it or to protect someone from harm.

• A buyer of SEN Hub, if the business is ever sold, who would have to protect your information in the same way.

7. International transfers

SEN Hub's database and uploaded files are stored in the European Union, in Frankfurt, Germany. UK law recognises the EU as giving adequate protection, so no extra safeguards are needed for this. Some providers, such as Stripe, may also access information from the United States. When they do, we rely on the UK-US data bridge or the ICO's International Data Transfer Agreement or Addendum.

You can ask us for details of these safeguards at info@senhub.uk.

8. How long we keep it

We keep information only for as long as we need it.

9. How we keep it safe

• Our database and files are hosted on Supabase, which encrypts all customer data in transit and at rest (supabase.com/security).

• Database rules control who can see what, so providers are blocked from parents' posts by the system itself, not just hidden on screen.

• Only a small number of trained moderators can review reports, and they see private messages only when they're reported.

• Passwords are stored as one way hashes, and card details never reach our systems.

If a breach is likely to put you at high risk, we'll tell you without undue delay. We'll report notifiable breaches to the ICO within 72 hours.

10. Your rights

Under UK data protection law you can:

• ask for a copy of your information

• ask us to correct it

• ask us to delete it

• ask us to limit how we use it

• object to us using it on the basis of legitimate interests

• ask for the information you gave us in a format you can move to another service

• withdraw your consent at any time, where we rely on it

You can edit your profile and delete your account yourself in Settings. For anything else, email info@senhub.uk. We'll reply within one month, or tell you if a complex request needs longer, and it's free unless a request is clearly unfounded or excessive.

Parents can make requests on a child's behalf where the child can't make them. We don't make any decisions about you by automated means alone.

11. Children

SEN Hub is only for adults. Under 18s can't create an account, and if we find one we'll close it and delete its information.

We know members talk about their children. We treat that information as especially sensitive (section 3) and ask members never to share anything that could identify a child.

12. Cookies and similar technologies

We don't use advertising or tracking cookies. Your browser stores only what SEN Hub needs to work, which the law allows without asking for consent.

If we ever add analytics, we'll update this notice and ask for your consent where the law requires it.

13. Complaints and changes to this notice

If you're unhappy with how we've handled your information, please tell us first at info@senhub.uk. We'll acknowledge your complaint within 30 days, look into it and tell you the outcome without undue delay.

If you're still unhappy, you can complain to the Information Commissioner's Office or call it on 0303 123 1113.

We'll update this notice when the way we use information changes, and tell you about important changes by email or on SEN Hub.

Last updated: 2 November 2026.