Privacy policy

This policy is effective from 15th August 2025 and explains how COHO handles your personal data. It’s written to be clear and simple so you know exactly what we do and why.

By using the COHO website, app, or services, you agree to this policy.

If you have any questions about this policy, just email us at support@coho.life.

Our role under data protection law

COHO acts as a data controller for the personal information we collect directly from you. For example, when you create an account, use the platform, contact our support team, or browse our website. We decide how and why that data is used, and we explain it throughout this policy.

If you’re a tenant or other individual whose information has been added to COHO by a property manager, then COHO is not the controller of that data. In that case, we act only as a data processor, storing and handling the data on behalf of the person or organisation who entered it. They are the data controller and they decide what information to collect, how it’s used, and how long it’s kept. If you have questions about that data or want to exercise your rights, you should contact the property manager directly.

If you’re a property manager or agent, you become a data controller for any personal information you enter into COHO about other people, such as tenants, landlords, guarantors, or members of your team. We process that data only on your instructions, and only so you can use the COHO platform. You’re responsible for making sure you have a lawful basis to collect and use that data.

We explain more about our responsibilities as a data processor in our terms and conditions.

What we collect

We collect personal information in a few different ways.

When you create an account, we collect details like your name, email address, and password. When you use COHO, we store information about your organisation, the properties, tenants, and teams you manage, along with logs of your activity.

If you contact us for help or support, we’ll keep copies of your messages and correspondence.

We also collect some technical details automatically, such as your IP address, browser type, and which pages you visit. This helps us keep the service running smoothly.

Why we collect it

We only collect and use your data when we have a valid reason.

Most of the time, this is because it’s needed to provide the service you signed up for. That includes letting you log in, helping you manage your properties, sending invoices, or responding to support requests.

We also use data to improve COHO, fix bugs, and make sure the platform runs securely. In some cases, we may need to process your data to meet our legal obligations for example, for tax or fraud prevention.

FastTrack

If you use our FastTrack service, you may give us files or access to another property management system so we can import data into COHO. During this process our authorised staff or contracted support team may temporarily download and handle that data.

Files may be stored briefly in a secure cloud workspace (for example, a COHO-managed Google Drive folder) to enable transfer. Data may be temporarily transferred outside the UK/EU (to India), but we ensure safeguards are in place to keep it protected under UK GDPR. All data stored in this way is deleted once the FastTrack process is complete, and we only use this data to complete your onboarding into COHO.

Who sees your data

We never sell your data, and we keep it confidential.

We sometimes use trusted service providers, known as sub processors, to help us deliver the COHO service. These may include cloud hosting, payment, email, or analytics providers. This may also include support teams outside the UK/EEA, such as in India, when delivering our FastTrack onboarding service. All sub processors are required to meet our privacy and security standards. A current list of our sub processors is available on request.

If you contact us for help, our support partners may also have access in order to respond effectively. In rare cases, we may need to share your information with regulators or law enforcement, but only when required by law.

If you choose to share data with others through COHO (for example, with property team members or tenants), then that data is visible to them as well.

Everyone we work with is bound by strict confidentiality rules.

Cookies and analytics

We use cookies to help the site run properly and understand how it’s being used.

We don’t use tracking cookies or share cookie data with advertisers. The only analytics tool we use is Google Analytics, which helps us understand general trends, like how many people visit the site or which pages are popular.

We don’t use cookies to identify individuals or follow you around the web.

You can manage or block cookies in your browser settings if you prefer.

Your rights

You have full control over your personal data.

You can ask us for a copy of what we hold, request corrections if something’s wrong, or ask us to delete your data entirely. You also have the right to object to certain uses, or to withdraw consent if you previously gave it. If you want to exercise any of these rights, just email us at support@coho.life and we’ll help.

How we keep data safe

We take data protection seriously. We store your data securely and use safeguards to prevent misuse or unauthorised access.

Where we use external tools or cloud services, we make sure they meet high security standards.

International transfers

Some of our support team and service providers are based outside the UK and EEA, including in India. Whenever your data is transferred internationally, we make sure it has the same level of protection as under UK law. This includes using legally recognised safeguards such as the UK’s International Data Transfer Agreement (IDTA) or the EU Standard Contractual Clauses with the UK Addendum.

How long we keep it

We keep your data only as long as necessary, usually while your account is active and for a short period afterwards (for things like tax and legal compliance). We’ll delete or anonymise it when it’s no longer needed.

Changes to this policy

We may update this policy from time to time. If anything important changes, we’ll let you know.

Your continued use of COHO means you accept the current version of this policy.