Security

How we keep your building's information safe

Last updated 1 November 2026.

A block's records hold leases, names, addresses, phone numbers, service charge accounts and contractors' bank details. We treat all of it as sensitive. This page explains, without jargon, what we do to protect it and what we ask of you.

Signing in: two steps for everyone

Every account uses two-factor sign-in. Directors, leaseholders, support staff and our own team. It can't be switched off.
First, a one-time link sent to your email. There are no passwords to guess, reuse or leak.
Then something only you have: a passkey (your phone or computer's fingerprint, face or PIN) or a code from an authenticator app. You also get ten one-time recovery codes in case you lose your phone.
Approving payments, changing bank details and changing your sign-in settings ask you to confirm it's you again if you last did so more than 30 minutes ago.
After 5 wrong codes, sign-in pauses for 15 minutes. You're signed out after 12 hours of not using the site, and after 7 days at most (12 hours for our staff).
We email you whenever your sign-in settings change, and you can see recent sign-ins and sign out on every device from Account security.

Each building's records are kept separate

Every request is checked against your role in that building: director, company member or leaseholder. People in one building can never see another building's records.
Within a building, documents have a visibility (directors only, company members, or all leaseholders). Service charge accounts and invoices are always open to every leaseholder, as the law intends. Individual arrears are never shown to other leaseholders.
Freeholdpilot support can help set a building up, but can't approve payments, connect the bank or vote.

Storage and encryption

The platform runs on Cloudflare. Everything travels over encrypted connections (HTTPS), and Cloudflare encrypts stored data at rest.
On top of that, we encrypt the most sensitive items ourselves: contractors' bank details, the keys that let us read the folders you connect from Google Drive, Dropbox or OneDrive, and authenticator app secrets.
Connected drives are linked read-only, to the folders you choose.
Uploaded files that could contain hidden code are downloaded rather than opened in the browser, and every file is shown in a locked-down "sandbox".

Money

The company's money stays in the company's own bank account. Payments go through open banking with the bank's own security checks, need approval from the company's directors (two approvals above the limit the board sets, where there are two directors), and every payment is in a log all leaseholders can see. We never hold client money.

Who can see what, and who we share it with

Your building's company decides what is collected and why; we look after it for them under a data processing agreement. We use a small number of service providers to run the platform, such as Cloudflare (hosting and storage) and Brevo (email), each under a data processing agreement. The full list and the reasons are in our privacy notice.

Logs and monitoring

We record sign-ins, failed attempts and changes to sign-in settings, and actions such as document views and payment approvals. IP addresses in the sign-in log are stored scrambled (hashed). Our team reviews unusual activity.

If something goes wrong

We have a written incident plan. If a breach affects your building's data, we tell your company's directors without undue delay so they can meet their own legal duties, help them notify the Information Commissioner within 72 hours where required, and tell affected people when the law says so.

What we ask of you

Keep your recovery codes somewhere private, such as a password manager.
Only download documents to devices you trust, and don't forward sign-in emails.
Be wary of any email asking you to change a contractor's bank details. Check by phone with someone you know first.

Report a problem

If you think your account or your building's data is at risk, or you've found a security weakness, email security@freeholdpilot.com. For anything about your personal data, email privacy@freeholdpilot.com.