Cookie Policy

Progress Lifeline is part of Progress Housing Group and we adhere to the Groups cookie policy below:

The Group is committed to protecting your privacy. The Group knows that you care how information about you is used and appreciates your trust in it to do that carefully and sensibly. At times you will be asked to submit personal information about yourself (name, email address, postcode etc.). By entering your details in the fields as requested you enable The Group to provide you with the services you select. Whenever you provide such personal information, The Group will treat that information in accordance with this notice and policy. All email correspondence includes instructions on how to ‘unsubscribe’ from the service to which you have subscribed. Our services are designed to give you the information that you want to receive not to bombard you with information you do not want. The Group will act in accordance with current legislation. This notice and policy do not apply to companies that The Group does not own or control.

What are Cookies? Cookies are small pieces of information that a website might store on your computer or access device. They allow websites to remember who you are. Typically your browser will store each cookie as a small text file. A cookie will always contain the domain name of the originating website. For security, only the originating website has permission to read the cookie.

How Cookies are used? When you log in to the Website The Group will set a cookie containing a randomly generated unique reference number. This anonymous number allows The Group to identify you. The Group will never store your personal information directly as a cookie. By default, user cookies will be session cookies. Session cookies are automatically deleted when you close your browser. To be recognised on your next visit to the Website you will have to log in once more. If, as you log in, you tick the checkbox labelled "Remember me on this computer", a persistent cookie will be set. Persistent cookies are not deleted when you close your browser, and will allow the Website to recognise you on your next visit. The use of persistent cookies is not advised on shared computers (such as in web cafés, schools, colleges, universities or public libraries).

Why does The Group use Cookies? Cookies allow the Group to see how the website is being used. This information forms the basis of future development work, and so enables The Group to continually improve its Website to best suit its users. They also allow the website to remember you when you log-in.

Use of cookies are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

Use of cookies on our website






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1 month

Form submissions


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2 years

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30 minutes

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2 years

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6 months

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Third party cookies

We sometimes embed video content and photos from websites such as YouTube and flickr. Pages with this embedded content may present cookies from these websites. Similarly, when you use one of the share buttons on our website, a cookie may be set by the service you have chosen to share content through. You should check the relevant third party website for more information about these cookies.

How to manage cookies

If you wish to restrict, block or delete cookies from our website - or any other website - you can use your browser to do this. Each browser is different so check the 'Help' menu of your particular browser to learn how to change your cookie preferences.

Please bear in mind that if you do this, certain personalised features of this website cannot be provided to you.


Google Analytics

Like millions of other website owners, we use Google Analytics on our websites.

Google Analytics is a piece of software that grabs data about visitors.

The tracking information allows us to better understand the kind of people who visit our websites and enables us to make better decisions about the site's design and content.

We report on statistics about the number of visitors this site receives and browsers being used.

All activity falls within the bounds of the Google Analytics Terms of Service.

Want to opt out of tracking?

You can opt out of Google’s advertising tracking cookie or use a browser plugin to opt out of all Google Analytics tracking software.


Web chat and email 

Progress Housing Group makes every effort to ensure the security and integrity of web chat and email on our systems. Unfortunately, no data transmission over the internet can be guaranteed to be 100 per cent secure. As a result, while we strive to protect your personal information after we have received it, Progress Housing Group cannot ensure or guarantee the security of information when it is being transmitted.

We record our web chats with you. Any information that we record may then be used for training purposes, quality assurance, to record details about the products and services you order from us, and in order to meet our legal and regulatory obligations. Please note, as is standard with live chat software, our operators can see what a customer engaged in a chat is typing in real-time, prior to submission by clicking send. This enables our operators to have responses ready quickly - especially for lengthier customer questions.  

By recording web chats, we can improve the quality of service we provide and improve the way we deal with complaints.