SSNW Lola

An Offline-First AI Companion, Telecare & Wellbeing Platform for Independent Living.
One companion. Continuous support. Human-led safety.

About Lola

Lola is a friendly voice companion for people who live independently. She talks with the person, keeps them company and helps with everyday reminders.

If something seems wrong, Lola asks the person if they are OK. If help is needed, Lola raises the alarm and lets the family know. A person always decides what happens next – Lola does not make decisions on her own.

Lola is designed to work offline first: the main features run on a small device in the home, without needing to send conversations to the internet.

Lola is offered to councils, housing and care providers, and telecare companies, who provide it to the people they support. We supply the Lola software, updates and support.

SSNW Lola is NOT a medical device. It raises the alarm and lets the family know. It does not diagnose, treat or replace care from health professionals or emergency services. In an emergency, always call 999.

Privacy policy

Last updated: 12 November 2026

The short version

What Lola hears, says and records stays with the person: on the Lola device in the home, or on the phone where the Lola app is installed. We cannot see it and we do not receive it. Each Lola device is known to us only by a code (for example, X01). We do not know who uses each device. The Lola phone app uses the phone's own speech service to understand answers (see section 2). The only exception is feedback you choose to send us from the test app (see section 2a).

Who we are

Stay Safe No Worries Ltd (“SSNW”, “we”) is a company registered in England and Wales, company number 17560628. Registered office: 9 Dinsdale Court, Billingham, TS23 3DW, United Kingdom. Contact: hello@staysafenoworries.co.uk.

1. If you use Lola at home

Lola is provided to you by an organisation that contracts with us, such as a council, housing or care provider, or telecare company.

That organisation is the data controller for your personal data and is responsible for the service it provides to you, including who responds to alerts. Its own privacy notice applies to you. We only supply the Lola software, under a contract with that organisation, and act on its instructions. If you have a question or request about your data, please contact the organisation that provided Lola. We may not be able to act on requests directly, but we will pass them on.

On the device:

Voice and conversations are processed on the device. They are not sent to us or to any cloud service.
Emergency contacts are stored only on the device.
Alert and event logs are deleted automatically after 12 months.
When an alert is raised, Lola sends a text message (SMS) directly from the device to the chosen emergency contacts. It does not pass through us.

Software updates are installed only if the household approves them, and do not give us access to conversations, contacts or logs. Once a day the device sends us only its code and software version, to check for updates and that the licence is active. Nothing else is sent.

When a device is returned to us, we erase it completely without looking at what is stored on it.

2. If you use the Lola app on an Android phone

There are two versions of the Lola phone app. Please check which one you have.

2a. The Lola test app on Google Play

This is a test version for people who have agreed to try Lola and tell us what they think. It works only on the phone. It does not send messages, does not use your location and does not send anything to us.

Microphone: Lola listens while she is on the screen. If you allow it, she also listens with the screen off, only for the word “help”; while she does this, the phone shows a notification. This listening, and Lola’s own voice, run on the phone.
No recordings kept: the test app does not save recordings of your voice on the phone. The sound is used only in the moment Lola listens, and is not kept.
Speech recognition: to understand what you answer, the app uses the speech service already on your phone (usually Google’s). That service may process the audio on its provider’s servers, under that provider’s own privacy policy. We do not receive the audio or the text.
No text messages and no location: the test app cannot send SMS and does not ask for your location. It is for testing only and must not be relied on in an emergency. In an emergency, always call 999.
Feedback: the feedback button opens a Google Form in your web browser. The form does not ask for your name, e-mail or phone number. Only what you choose to write in the form reaches us. We use it only to improve Lola. We do not sell it, give it to others, use it for advertising or build profiles. Only SSNW sees it. Our providers handle it only on our instructions: Google (the form and our e-mail) and Anthropic (the AI assistant Claude, which helps us summarise the answers). Our lawful basis is our legitimate interest in improving Lola (UK GDPR). Form answers are deleted automatically after 1 month. Any copies are deleted within 2 months. Google Forms is provided by Google, under Google’s privacy policy.
Google Play handles the download and updates of the app, under Google’s own privacy policy.
The app has no advertising and no tracking. Uninstalling the app removes its data from the phone.

2b. The full Lola app (provided by your care organisation)

If an organisation provided Lola to you, section 1 also applies: that organisation is the data controller.

Microphone: Lola listens while she is on the screen, or, if you allow it, with the screen off, only for words that ask for help. This listening, and Lola’s own voice, run on the phone.
Speech recognition: as in the test app, the phone’s own speech service may be used to understand answers. We do not receive the audio or the text.
Emergency contacts you enter are stored only on the phone.
Alerts: when an alert is raised and you do not answer, the app sends a text message (SMS) directly from the phone to your chosen contacts. If you allow location, the message includes the phone’s location. It does not pass through us.
If your household also has a Lola device at home, the app may talk to it directly over the household’s own connection, not through us.
The app has no advertising and no tracking. Uninstalling the app removes its data from the phone.

3. Data we hold: our business customers and enquiries

We keep the names, work e-mails and phone numbers of people at the organisations we work with, our agreements and invoices, and messages people send us.

Why: to make and carry out our agreements (contract), to keep tax and accounting records (legal obligation), and to reply to enquiries (legitimate interests: running our business).
Who we share it with: only the services we need to run the business – our e-mail and website providers (Google and Cloudflare) and our accountant or HMRC when the law requires it. Some of these providers may store data outside the UK, using the safeguards required by UK law. We do not sell personal data or use it for advertising.
How long: agreements and invoices as long as the law requires (usually 6 years); enquiries only as long as needed to reply and follow up.

No automated decisions

Neither we nor Lola make automated decisions about anyone. Lola asks and lets people know; a person always decides what happens next.

Your rights (UK GDPR)

You have the right to see the data we hold about you, to correct it, to have it deleted, to restrict its use and to receive a copy of it.

You also have the right to object to how we use your data.

To use any of these rights, e-mail hello@staysafenoworries.co.uk. We will reply within one month. For data on a Lola device, please contact the organisation that provided it (see section 1). Data in the Lola phone app is only on your phone: you can delete it by uninstalling the app. To have feedback you sent from the test app deleted sooner, e-mail us.

If you are not happy, you can complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113.

This website

This website does not use cookies for tracking or advertising and does not collect your personal data. If you e-mail us, we use your message only to reply.

Changes

If we change this policy, we will update this page and the date above.

Contact

Stay Safe No Worries Ltd
Company number 17560628, registered in England and Wales
Registered office: 9 Dinsdale Court, Billingham, TS23 3DW, United Kingdom
E-mail: hello@staysafenoworries.co.uk