Privacy Policy

Victim Support

This privacy notice explains how Victim Support uses personal information when you use My Support Space (MSS).

My Support Space can be used in two different ways.
How we use your information depends on how you are using the app.

Who we are

Victim Support is a charity that provides free, confidential support to victims of crime across England and Wales.

For the purposes of data protection law, Victim Support is the data controller for personal information processed through My Support Space.

How My Support Space is used

My Support Space is used in the following ways:

  1. Self‑help and wellbeing use, where people choose to use the app independently
  2. Safe Horizons (London Domestic Abuse (DA) service) use, where the app is used as part of the referral and risk assessment process

Each use is explained separately below.

  1. Using My Support Space for self‑help and wellbeing

What this involves

You can choose to use My Support Space independently to:

  • access self‑help guides and resources
  • keep a personal diary or notes
  • watch webinars or other wellbeing content

You decide whether to create an account and what information to enter into the app.

Personal information we collect

For self‑help use, this may include:

  • account details (such as email address or username)
  • information you choose to enter, including diary entries or reflections
  • information about how you use the app

Why we use your information

We use this information to:

  • provide My Support Space and its features
  • support your use of the app for self‑help and wellbeing

Lawful basis

For self‑help use of My Support Space, we rely on:

  • Article 6(1)(a) UK GDPR – consent
  • Article 9(2)(a) – explicit consent, where special category data is involved

You can withdraw your consent at any time by deleting your My Support Space account.

How long we keep your information

Information entered for self‑help purposes is kept while your account remains active.
When you delete your account, this information is removed in line with our deletion processes.

If your self-help account is inactive for 12 months it will be deleted to avoid retaining sensitive personal information for longer than necessary.

Important to know

  • Information entered for self‑help purposes is not monitored by Victim Support caseworkers
  • It is not transferred into Victim Support’s case management systems unless you later engage with one of our services.
  1. Using My Support Space as part of Safe Horizons (London Domestic Abuse service)

What this involves

If you are referred to the London Domestic Abuse (DA) service Victim Support will invite you to complete a risk assessment using My Support Space.

In this situation:

  • referral information is shared with Victim Support
  • you receive a text message with a reference number
  • you are asked to complete a risk assessment through My Support Space

Personal information we collect

This may include:

  • personal information received from the referrer or you as part of the referral
  • information you provide in the risk assessment
  • safeguarding and risk‑related information
  • information about your use of the site, including use of information/guides and webinars

How your information is used

Information provided in the risk assessment:

  • is automatically transferred into Victim Support’s case management system
  • forms part of our assessment, safeguarding, and support records

Other information on the MSS App:

  • to tailor your experience of the App
  • for internal monitoring and App improvements

Lawful basis

For the London Domestic Abuse service, Victim Support processes personal data because it is necessary to carry out our public task.

We rely on:

  • Article 6(1)(e) UK GDPR – public task
  • Article 9(2)(g) – substantial public interest, including safeguarding and the prevention of harm

This processing is not based on consent, even though the assessment is completed using the app.

How long we keep your information

Information collected for the London DA service is retained:

  • within Victim Support’s case management system
  • in line with Victim Support’s retention schedules and safeguarding obligations

This information may need to be kept even if you later delete your My Support Space account.

Important to know

Deleting your My Support Space account or withdrawing consent:

  • applies only to self‑help use of the app, and
  • does not affect information we must keep where we are delivering services under a public task, such as the London Domestic Abuse service.

Sharing your information

We may share personal information where necessary with:

  • the police or other statutory agencies, where required for safeguarding or risk management
  • trusted suppliers who support My Support Space and Victim Support systems

All sharing is carried out in line with data protection law and appropriate safeguards.

Your rights

Your data protection rights depend on how your information is used.

  • For self‑help use, you can withdraw consent and request deletion by deleting your account.
  • For London DA service use, some rights may be restricted where processing is necessary for safeguarding, risk management, or our public task responsibilities.

You have the right to:

  • request access to your personal data
  • ask for inaccurate data to be corrected
  • raise concerns about how your information is used

Contact us

If you have questions about this privacy notice or how your information is used, you can contact Victim Support’s Data Protection Officer dpo@victimsupport.org.uk

You also have the right to complain to the Information Commissioner’s Office (ICO).