Privacy notice
Last updated: 15 September 2026
Outcomes Matter Consulting works with councils and their partners on some of the most sensitive services there are: support for children and young people with SEND, adult social care, Continuing Healthcare and children's services. People trust those services with their information, and councils trust us to handle it with care. This notice explains, in plain English, what personal information we use, why, and what you can do about it.
1. Who we are
Outcomes Matter Consulting Ltd ("we", "us") is an AI-first improvement consultancy for local government people services. We also develop the Plus Innovations™ suite, including EHCP+™ and CHC+™, and we co-founded LGAi, the independent, member-led AI community for UK local government.
- Registered office: 37 Bull Street, Holt, Norfolk, NR25 6HP
- Company number: 11653655
- ICO registration number: 00013878527
- Privacy contact: operations@outcomesmatter.co.uk
- Person responsible: Emma Ockelford, Founder and CEO
We are a small organisation, so we have not appointed a statutory Data Protection Officer. Emma Ockelford is responsible for how we handle personal information and you can contact her directly.
2. The short version
- We collect only what we need to run our business, deliver our work and run LGAi.
- We never sell personal information.
- We never pass LGAi event attendee details to a sponsor unless you have said yes.
- When we work on a council's behalf, the council decides how its information is used and we follow its instructions.
- We use AI to support our work, not to make decisions about people.
- You can ask to see, correct or delete your information, and you can complain to us or to the Information Commissioner's Office (ICO) at any time.
3. When we are responsible, and when a council is
Data protection law uses two roles. A controller decides why and how personal information is used. A processor handles it on a controller's behalf and only on its instructions.
- We are the controller for our own business: our contacts, mailing list, website enquiries, suppliers, finances, recruitment and the running of LGAi.
- We are usually a processor when we carry out consultancy work for a council, or when a council uses one of our Plus Innovations products such as EHCP+ or CHC+. In those cases the council is the controller. If your information is in a council case record, the council's own privacy notice explains how it is used, and the council is the right place to start if you want to exercise your rights. We will help the council respond.
4. What we collect and why
| Who you are | What we collect | Why we use it | Lawful basis |
|---|---|---|---|
| Someone who contacts us | Name, email, phone, organisation, role and what you tell us | To reply and to keep a record of the conversation | Legitimate interests |
| A client, partner or supplier contact | Business contact details, contract, meeting and invoice records | To agree, deliver and manage our work together | Contract; legal obligation (finance records); legitimate interests |
| On our mailing list | Name, work email, organisation, role, which emails you open or click | To send occasional updates about our work, insights and events | Legitimate interests for work contacts; consent where the law requires it |
| An LGAi member or event attendee | See section 5 | To run the community and its events | See section 5 |
| Taking part in our consultancy work (interviews, workshops, surveys) | Your views and, where needed, your name and role | To understand how a service works and how it could improve | Usually on the council's behalf; otherwise legitimate interests |
| Applying to work with us, or an associate | CV, contact details, references, right to work and contract details | To recruit and to manage our working relationship | Contract; legal obligation; legitimate interests |
| Raising a concern, complaint or security report | Your contact details and what you tell us | To look into it and respond | Legal obligation; legitimate interests |
Where we rely on legitimate interests, we have weighed our interest in running and growing a small business against your rights, and we only use information in ways you would reasonably expect. You can object at any time.
We do not make decisions about you based solely on automated processing.
5. LGAi community and events
LGAi is an independent, member-led community. It belongs to its members. Outcomes Matter Consulting co-founded LGAi and runs its day-to-day operations, so we are responsible for the personal information used to run it.
Joining the community
The LGAi community lives on Circle, with a LinkedIn group alongside it. When you join, we collect your name, work email and organisation, and anything you choose to add to your profile or post. We use this to run the community, send community updates and invite you to events. Circle provides the platform on our behalf. LinkedIn is run by LinkedIn under its own terms. Lawful basis: legitimate interests.
Booking onto an event
When you book onto a webinar, the Summit or an UnConference, we collect your name, work email and organisation. We use this to send joining details and reminders, understand who is attending (for example how many councils and regions are represented) and follow up afterwards with the recording, resources and a short evaluation. Lawful basis: legitimate interests.
For in-person events we may also ask about access requirements or dietary needs. This can include health information, so we only ask for what we need, we ask for your explicit consent, we keep it separate, and we delete it within one month of the event.
Sponsored and partner sessions
Some LGAi webinars are delivered with a supplier or partner who sponsors the session. This is how we treat your information at those sessions:
- We never share your name, email address or job title with a sponsor unless you have said yes.
- We may ask whether you would like the sponsor to contact you. We ask before the session, during it (usually with a QR code on screen) and in the follow-up email. Saying no makes no difference to your place.
- If you say yes, we pass your name and email address to that sponsor only. From then on the sponsor is responsible for it under its own privacy notice, which we link to when we ask. You can unsubscribe from the sponsor's emails at any time. If you change your mind before we have passed your details on, tell us and we will not share them.
- Sponsors receive summary information only, such as the number of attendees, how many councils took part, regions and service areas. We do not share lists of attendees.
- Evaluation forms are anonymous. We share the results with the sponsor, after checking that free-text answers do not identify anyone.
Recordings, questions and photos
- We may record online sessions and publish them, or short clips, on our YouTube channel and in the LGAi community. We will always tell you at the start of the session. If you would rather not appear, keep your camera off and use the chat or Q&A.
- We may gather the questions asked into a "continuing the conversation" resource. We remove names unless you have agreed to be named.
- At in-person events we may take photos. We will tell you on the day, and you can ask not to be photographed.
- Now and then we may ask for a postal address, for example to send a thank-you gift. We use it once and then delete it.
6. How we use AI
We are an AI-first consultancy, so we think it matters to be clear about this. We use AI tools to support our own work, for example to help draft documents, analyse information and take meeting notes. The rules we follow are simple:
- We only use tools we have assessed and approved, and we use business settings that stop our content being used to train the provider's models wherever those settings are available.
- We do not put a client's personal information into an AI tool unless that tool is approved for it and the client has agreed.
- A person always reviews what the tool produces. AI supports our work. It does not make decisions about people.
- If we want to record or transcribe a meeting, we will tell you first.
Our Plus Innovations products use generative AI to support practitioners with structure, drafting and consistency. They are used by councils, under the council's own governance and data protection impact assessment. Professional judgement stays with the practitioner.
7. Who we share information with
We only share personal information where we need to, and never sell it. We may share it with:
- Service providers who support our business, such as Microsoft (email, documents and Teams), HubSpot (contacts and mailing list), Circle (the LGAi community), YouTube (published recordings), survey and polling tools, and approved AI tools. They act on our instructions under contract.
- Technology partners who build and host our Plus Innovations products, where a council uses them. They act on the council's instructions, through us.
- Associates who deliver work with us, under confidentiality and data protection terms.
- Event sponsors, but only where you have said yes (see section 5).
- Professional advisers, such as our accountants, lawyers and insurers.
- Regulators, courts or the police, where the law requires it.
8. Information stored outside the UK
Some of our service providers store or access information outside the UK, for example in the European Economic Area or the United States. Where that happens, we make sure appropriate safeguards are in place. These include UK adequacy regulations (including the UK-US data bridge) or the UK International Data Transfer Agreement or Addendum. You can ask us for more detail.
9. How long we keep it
We keep information only for as long as we need it, in line with our records retention schedule. As a guide:
| Information | How long we keep it |
|---|---|
| Enquiries that do not lead to work | 2 years from our last contact |
| Mailing list | Until you unsubscribe. We keep a short suppression record so we do not contact you again |
| Client, contract and finance records | 6 years after the end of the contract or financial year |
| LGAi membership | While you are a member, and for 3 months after you leave |
| Event bookings | 12 months after the event. Anonymous evaluation results may be kept longer |
| Access and dietary requirements | Deleted within one month of the event |
| Records of your consent to share details with a sponsor | 2 years after the event, so we can show you agreed |
| Published recordings | While they remain useful, reviewed each year. Unpublished recordings are deleted within 3 months |
| Unsuccessful job applications | 6 months after the decision |
| Complaints, rights requests and security reports | 3 years after they are closed |
10. Keeping information secure
We hold Cyber Essentials certification and run an information security management system aligned to ISO 27001, which we are working towards certifying. In practice that means multi-factor authentication on our systems, access limited to people who need it, approved and assessed suppliers, security training for everyone who works with us, and a clear process for reporting and handling incidents.
11. Your rights
You have the right to:
- ask for a copy of the personal information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information
- ask us to limit how we use it
- object to how we use it, including an absolute right to stop direct marketing
- ask us to transfer information you gave us to another organisation, in some circumstances
- withdraw your consent at any time, where we rely on consent
To make a request, email operations@outcomesmatter.co.uk or write to us at the address above. You do not need to use any particular words. We will respond within one month. If a request is complex we may need up to two further months, and we will tell you if so. Some rights have exceptions, and we will explain if one applies.
If your information is held by a council that uses our services or products, we will pass your request to that council promptly and help it respond.
12. Reporting a security concern
If you think something has gone wrong with the security of information we hold, or with one of our products, please tell us straight away. That includes a suspected data breach, an email or document sent to the wrong person, a lost device, a suspicious message that appears to come from us, or a weakness you have noticed.
Email operations@outcomesmatter.co.uk, with "Security" in the subject line. If it is urgent, or you think our email may itself be affected, please phone us on the number in our contact details rather than emailing.
Tell us what happened and when you noticed it, which information, system or organisation you think is affected, and how to reach you. Please do not include passwords, keys or codes in your message, and please keep any evidence such as emails or screenshots rather than deleting them.
We will acknowledge your report, look into it, and keep you informed. Where the information belongs to one of the councils or health organisations we work with, we will coordinate with them. We are a small organisation and do not run a 24-hour service, but we take every report seriously and act on it the same working day wherever we can.
13. Raising a concern about how we handle personal information
If you are unhappy with how Outcomes Matter Consulting has handled your personal information, or the personal information of someone you support, please tell us. You do not need to use any particular form of words.
Email operations@outcomesmatter.co.uk or write to Outcomes Matter Consulting Ltd, 37 Bull Street, Holt, Norfolk, NR25 6HP.
We will acknowledge your complaint within 30 days and usually much sooner. We will tell you who is looking into it, what we are doing and when you can expect a response. If we need more information from you, we will ask.
Much of our work is carried out for local authorities and health organisations, who remain responsible for the information they ask us to handle. If your complaint is really about one of those organisations, we will tell you that and help you direct it to the right place rather than leaving you to work it out.
If you are not satisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. You can go to the ICO at any point. You do not have to come to us first.
14. This website and cookies
The public Plus Innovations website does not include analytics or advertising scripts, and its page code does not set cookies. Our fonts are loaded from Google Fonts, so your browser requests font files from Google when a page loads.
If you use “Book a conversation” or submit an idea through the Ideas Hub, the website opens a pre-filled message in your own email application addressed to emma@outcomesmatter.co.uk. The Ideas Hub does not submit or store your message on this website. If you send the email, we handle it as correspondence as described in this notice. For privacy requests or security concerns, use operations@outcomesmatter.co.uk.
This section describes the public Plus Innovations website. Separate product platforms may have their own cookie information.
15. Changes to this notice
We review this notice at least once a year and whenever the way we use information changes. The date at the top shows when it was last updated.
The councils and families we work with deserve to know exactly how their information is looked after. If anything here is unclear, just ask.