Privacy Policy

Last updated: 27 August 2026.

Who we are

Phoenix Recovery Hub is a community project in Doncaster, founded by Ryan Bratby. We signpost people to recovery, mental health, housing and practical support services. We are not a treatment provider and we are not a crisis service.

We are responsible for the information we collect through this website. In data protection law that makes us the “controller”.

• Email: contact@phoenixrecoveryhub.co.uk

Phoenix Recovery Hub is a community project and is not yet a registered charity. If that changes, we will update this page.

What we collect, and why

If you fill in our contact form

We ask for your name, your email address, and optionally your phone number. We also ask what kind of support you are looking for, whether you are asking for yourself or for someone you care about, and whatever you choose to write in the message box. We ask you to confirm you are 18 or over.

Our website also records the internet address (IP address) of the device you used and which browser you were on. That is a standard anti-spam measure, so we can tell a real enquiry from an automated one.

We use this to reply to you and to point you at services that fit what you need. Nothing else.

We do not ask you to tick a consent box, because you would not be filling the form in if you did not want us to read it and reply. Instead we rely on what the law calls legitimate interests: someone has asked a support service for help, and the obviously expected result is that the service reads the message and gets back to them. You can object to this at any time, and you can ask us to delete everything we hold.

If you refer someone to a service through this website

Some services on this site, such as Reflections House, take referrals through a form here. That form is different, because most of the information is about somebody else.

About you, the person referring: your name, email address, phone number, the organisation you work for if you are a professional, and your relationship to the person.

About the person being referred: their name, age, the area they live in, their phone number if you tell us it is alright to use it, what they are using, whether they are currently in treatment or on medication, and anything else you think the service needs to know.

We pass all of that to the service you selected so they can decide whether they can help and get in touch. Phoenix reviews it first and passes it on, usually the same day.

When you send a referral you are confirming that the person knows about it and is happy for their details to be shared. Please do not send us someone’s details without asking them first, unless you genuinely believe they are at risk of serious harm.

Health information gets extra care

Details about addiction, treatment, medication or mental health count as special category data, which the law protects more strictly than an ordinary name and email address.

We handle it on one of two grounds. Usually it is because the person has clearly and knowingly given it to us, or agreed to a referral being made. Where somebody is at risk of serious harm and we cannot reasonably ask them first, we rely on the safeguarding provisions in Schedule 1 of the Data Protection Act 2018, which exist so that support services can act to protect someone rather than being forced to stand back.

We keep this information to the minimum needed, we do not put it anywhere it is not needed, and we do not discuss it outside the people who have to act on it.

If you are just reading the site

This changed on 30 August 2026, and if you read this page before then we owe you the detail. Until that date we counted nothing at all. We now count how much the site gets used, because we could not otherwise tell whether any of it helps, and because the people who fund this work ask. Two things also stopped on the same day: we no longer load our typefaces from Google, so Google no longer sees your IP address when you open a page here.

You can still browse every page without telling us anything, and this site still sets no cookies on your device unless you log in as an administrator. There is no cookie banner, because there is still nothing we need to ask you for.

Here is exactly what the counting does. It runs on our own server, nothing goes to Google or anyone else, and it works like a tally chart rather than a diary:

• It adds one to a daily total when a page is opened, when somebody taps a service’s phone number, when somebody opens a service’s website, when a form is sent, and when the copy button on the Donate page is used.
• It does not record your IP address, your browser, or anything that identifies your device. It does not give you a number or a code. Because there is nothing to link two of those totals together, nobody can work out that the same person read one page and then rang somebody, including us.
• Crisis numbers are never counted. Nothing at all is recorded when you tap 999, the Samaritans, the RDaSH crisis line, NHS 111, or the phone number of any service we have marked as a crisis service.
• The search box on the directory is never recorded. What you type stays on your device.
• We keep the daily totals for two years and then delete them.

We do this under the exception for statistical purposes in Schedule A1 of the Privacy and Electronic Communications Regulations, which covers a site counting its own use in order to improve itself. If you would rather we did not count your visit, most browsers have a setting to block scripts, or you can email us at contact@phoenixrecoveryhub.co.uk and we will tell you how to turn it off for good.

One thing still happens automatically: our hosting provider keeps standard server logs, including IP addresses, for security and troubleshooting. That is separate from the counting above and we do not use it to work out how the site is doing.

Our news section

The Community page shows headlines from other organisations’ public news feeds. Clicking one takes you to their website, and once you are there their privacy policy applies, not ours.

If you donate to us

If you send us money by bank transfer, our bank statement shows us your name, the reference you used, the amount and the date. We use that to say thank you, to answer any question you have about your donation later, and to keep honest accounts. We rely on legitimate interests for this, because anyone would expect an organisation to keep a proper record of money it has been given.

Donating does not sign you up to anything. We will not send you fundraising emails or texts just because you gave us something. If you want to hear from us you can tell us, and you can stop at any time.

If you would rather donate without us knowing who you are, put DONATION as your payment reference instead of your name.

Who sees your information

• Phoenix Recovery Hub. Enquiries are read by our founder and by anyone helping with enquiries.
• The service you asked to be referred to, if you sent a referral. Nobody else.
• Our website host and email provider, who store the data on our behalf on servers in the United Kingdom. They do not use it for anything of their own.
• The people who build and look after this website, who may see stored enquiries while doing maintenance.

We never sell your information. We never share it for marketing. We do not pass it to anyone else unless you have asked us to, or the law requires it, or somebody is at serious risk of harm.

Apart from the Google Fonts request described above, your information is kept in the United Kingdom.

How long we keep it

• Enquiries through the contact form: 12 months after we last hear from you, then deleted.
• Referrals: 12 months, then deleted. The service you were referred to keeps its own records under its own policy.
• Donation records: six years after the end of the financial year the donation falls in, then deleted. That is how long financial records need to be kept.
• Server logs: kept for a short period by our hosting provider for security.

If you would rather we deleted something sooner, ask us and we will.

Your rights

Under UK data protection law you can:

• Ask what we hold about you, and get a copy.
• Ask us to correct anything that is wrong.
• Ask us to delete it.
• Ask us to stop using it, or object to us using it.
• Ask for a copy in a portable format to take elsewhere.

Email contact@phoenixrecoveryhub.co.uk and we will respond within one month. It costs you nothing, and asking will never affect the support you get from us.

If you were referred here by somebody else and you did not know your details had been sent, you have exactly the same rights. Contact us and we will tell you what we were given and who sent it, and delete it if you want us to.

We do not make any decisions about you automatically. A person reads every enquiry.

If you are under 18

Our contact form is for adults. If you are under 18, please ask a parent, guardian or another trusted adult to contact us for you, or speak to your GP or school nurse. If we realise we have collected details from someone under 18, we will delete them.

If you are unhappy with how we have handled your information

Please tell us first, at contact@phoenixrecoveryhub.co.uk. We would much rather put it right.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection. You do not have to come to us first.

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113

Changes to this page

If we change how we handle your information we will update this page and change the date at the top. If it is a significant change and we hold your contact details, we will tell you directly.