Your data, handled properly.

Where your data lives

CareHub runs entirely on Microsoft Azure in the UK South region. Your data is stored at rest in UK data centres on Microsoft's infrastructure: the same platform that hosts NHS and UK government workloads.

One exception is stated plainly rather than hidden: when you use CareHub's AI features, individual requests may be processed on Microsoft's global Azure OpenAI infrastructure under UK GDPR transfer safeguards. Your stored data never leaves the UK. The full detail is in our Privacy Policy and Sub-processors list.

How your team signs in

CareHub doesn't hold a database of your team's passwords, because it doesn't need one. Your staff sign in with the Microsoft 365 account your organisation already manages, which means your existing security policies (multi-factor authentication, conditional access, leaver deactivation) apply to CareHub automatically. Organisations on Google Workspace sign in with Google.

• No separate passwords to issue, forget or breach
• Your MFA and sign-in policies carry straight over
• Disable someone in Microsoft 365 or Google Workspace and their CareHub sign-in goes with it
• Inside Microsoft Teams, sign-in is automatic

Who can see what

Access is role-based on every record and enforced on the server, not just hidden in the interface. A Carer sees their own clients and their own record. Managers and Nominated Individuals see what their role requires. Auditors get read-only evidence views without personal contact details.

• Sensitive medical information is tiered, so a Carer sees what they need for the visit in front of them
• Sensitive HR records are walled: a grievance about a manager is invisible to that manager
• Anonymous survey responses are structurally untraceable to individuals
• Every significant action is written to an audit trail with who, what and when

You can see who has looked at every record

Every view of a care record is logged: who opened it, when and from which screen. The Registered Manager or Nominated Individual has their own audit trail page and can answer "who accessed this record?" themselves, without asking us.

Engineering practices

• Encryption in transit (TLS) and at rest, throughout
• Every organisation's data is isolated: every request is checked against your organisation before anything is returned
• Our internal services authenticate to each other with managed identities, not stored passwords
• Continuous database backups with point-in-time restore
• Client documents are replicated across three availability zones and to a second UK region
• Platform monitoring and alerting around the clock
• Changes ship through an automated pipeline with validation gates, never by hand

AI and your data

CareHub's AI runs on the Azure OpenAI Service under Microsoft's enterprise terms. That matters for one reason above all: your data is never used to train AI models. Not by us, not by Microsoft, not by anyone.

• Conversations with CareIQ agents are not stored. Each session starts clean
• AI suggestions never overwrite what a Carer wrote; the person always decides
• If the AI is unavailable, care recording carries on without it

GDPR and your obligations

A2Z IT Limited is registered with the Information Commissioner's Office, registration ZB996270 (verifiable on the ICO's public register). For the care data in the platform, your organisation is the data controller and A2Z IT is the processor, governed by a Data Processing Agreement. We publish our Sub-processors list and notify customers of material changes to it. Our Privacy Policy is written to be specific rather than reassuring, because specificity is what your DSPT return and your DPO actually need.

Completing a security questionnaire, a DSPT return or a tender PQQ and need answers about your software supplier? Send it over and we'll complete our side. We've sat on your side of that table.

How long records are kept

Care and employment records carry legal retention periods, and CareHub holds each type for its own: payslips for six years, medication records for eight years after a person is discharged and invoices for seven. Records inside their period are never removed.

Nothing is deleted automatically. When records pass their retention period the platform proposes them for removal and an A2Z IT operator reviews and confirms before anything goes, with every row re-checked against its retention date at the moment of deletion. A scheduled job that quietly erased care records on its own would be a worse risk than keeping them slightly too long.

When a specific record needs to go sooner, a Registered Manager can raise a deletion request from inside CareHub, with the reason recorded. A2Z IT reviews every request, an approved deletion is carried out by an operator rather than by software and the outcome is recorded against the request for the manager to see.

Your data leaves with you

If you ever leave CareHub, you receive everything in one export: every record as spreadsheet-friendly files, every document and photo, and formal PDF reports, with a manifest listing exactly what is inside. Once you confirm you have it, your data is permanently removed on a stated date. No lock-in, and nothing held back.

Reporting a security concern

If you think you've found a security weakness in CareHub, email security@a2zcarehub.co.uk. Tell us what you found, how to reproduce it and any links or accounts involved.

In scope: a2zcarehub.co.uk, admin.a2zcarehub.co.uk, api.a2zcarehub.co.uk, surveys.a2zcarehub.co.uk and the CareHub app in Microsoft Teams.

Out of scope: services we use from others (Microsoft, Google and Cloudflare; please report to them), denial of service or load testing, spam, social engineering and physical attacks.

Please:

• Test only with your own account or a free trial
• Never open, change or keep anyone else's data. If you reach personal data, stop and tell us
• Give us 90 days to fix an issue before you publish it

What we'll do: reply within 2 working days, give you our first assessment within 5 working days, keep you updated and thank you publicly if you'd like.

Safe harbour: if you follow this policy in good faith, we won't take legal action against you or report you to the authorities.