Legal
Data processing terms
When your agency puts tenant complaints into Casebriar, you're the controller and we're your processor. These terms (UK GDPR Article 28) set out what that means.
1. Roles
Your agency is the controller of the personal data in the complaints, notes and documents it puts into Casebriar (“complaint data”). Casebriar Ltd is your processor for that data. For account details of the people who use Casebriar, we are a controller; see the privacy notice.
2. The processing
| Subject matter and purpose | Analysing tenant complaints, checking legal claims, organising records and decisions, and drafting acknowledgements and replies for your agency. |
|---|---|
| Duration | While your agency uses Casebriar, subject to the retention period in section 6. |
| Data subjects | Tenants and other occupiers, landlords, your staff, contractors and anyone else named in a complaint or document. |
| Types of data | Names, contact details, property and tenancy details, the content of complaints and correspondence, and information in documents you attach. Complaints can contain special category data (for example, about health); only include it where it’s necessary. |
3. Our commitments
- We process complaint data only on your documented instructions, which are these terms and your use of Casebriar, unless the law requires otherwise (in which case we’ll tell you, unless the law prevents it).
- Everyone who can access complaint data is bound by confidentiality. Casebriar staff can’t open your agency’s cases through the application.
- We apply appropriate technical and organisational security measures (section 5).
- We help you respond to requests from people exercising their data protection rights, and with security, breach notification and data protection impact assessments, taking into account the nature of the processing.
- We notify you without undue delay, and in any case within 48 hours, after becoming aware of a personal data breach affecting complaint data.
- We make available the information you need to show compliance with Article 28, and allow for reasonable audits on reasonable notice.
4. Sub-processors
You authorise us to use the following sub-processors. We’ll give pilot agencies at least 14 days’ notice by email before adding or replacing one, so you can object. Each is bound by data protection terms at least as protective as these.
| Sub-processor | What for |
|---|---|
| Railway Corporation | Hosting the application and its database |
| Anthropic, PBC | AI analysis of complaints and documents, and drafting (API data is not used to train its models) |
| Postmark (ActiveCampaign, LLC) | Receiving complaints forwarded to your agency’s Casebriar address, where you use that feature |
Some sub-processors are based in, or process data in, the United States. Where complaint data is transferred outside the UK, we rely on UK-approved safeguards, such as the UK Extension to the EU–US Data Privacy Framework where the provider is certified, or the International Data Transfer Addendum to the EU standard contractual clauses.
5. Security measures
- Access limited by role: team members see their assigned cases, managers their agency’s cases; no cross-agency access.
- Encrypted connections (HTTPS) for all access.
- Passwords stored as scrypt hashes; secure, HTTP-only session cookies; rate-limited sign-in.
- An audit log of account and case actions.
- Attached documents are read once to produce a note and are not sent to the AI provider again.
- Problem reports and usage events exclude complaint content.
6. Retention and deletion
Complaint data is erased automatically after your agency’s retention period (90 days from the case being created, unless we agree a different period with you), or immediately when a manager chooses “Erase case content now”. The case reference and its non-content history are kept. When your agency stops using Casebriar, we erase remaining complaint data within 30 days unless the law requires us to keep it.
7. Contact
Questions about these terms, or requests under them: support@casebriar.com.