Customer privacy notice

For the Concero Customer Portal, information captures and staff surveys · Last updated 20 October 2026

This notice explains what Concero does with your personal data when you use the Customer Portal, fill in an information capture (a form or request we send you) or answer a staff technology survey. It adds to the Concero UK Limited Privacy Notice, which sets out our general approach, your rights in full and how to complain.

On this page

Who we are
Our role and your organisation's
Signing in and using the portal
Information captures
Staff technology surveys
Other people's data you will see
Why we use it, and our lawful basis
Who we share it with
How long we keep it
How we protect it
Cookies
Your rights
Changes to this notice

1. Who we are

Concero UK Limited (company number 10191261), trading as Concero Education and Concero Technology, runs the Customer Portal and sends information captures and surveys.

For any privacy question, including a request to see, correct or delete your data, email compliance@concero.uk.

2. Our role and your organisation's

Your organisation (your school, trust or business) is our customer. We hold your details because you work there and deal with us on its behalf.

Concero is the controller for your portal account, your sign-in records, the actions you take in the portal, your contact details, and the answers you give in captures and surveys.
Concero is a processor for information that comes from your organisation's own systems, which we look after under our contract. That includes the device, account, backup and Microsoft 365 security details the portal shows. For that information your organisation is the controller: questions about it, such as a pupil's or colleague's data, should go to your organisation first.

3. Signing in and using the portal

Your account

Your name and work email address, your portal role (administrator or viewer), whether the account is active, who at Concero invited you or who approved your request, and any link to your entry in your organisation's contact list.
The account you sign in with. The portal has no passwords of its own: you sign in with your organisation's Microsoft 365 or Google Workspace account. We receive your name, email address, and your organisation's tenant or domain. We also receive the account's unique ID, which we store so that a different account using the same email address cannot sign in as you. We do not keep your Microsoft or Google sign-in tokens after you have signed in.
When you last signed in and how many times you have signed in.
If you request access without an invitation, we keep your request (name, email, when you asked) so that your organisation's portal administrator or your Concero Customer Experience Manager (CXM) can approve or decline it.
Whether you have chosen to receive reminder emails about your organisation's recurring tasks, and your light or dark display choice.

Sign-in security

Each sign-in records your email, the IP address you signed in from, the country it resolves to and whether the sign-in was allowed. We use this to block sign-ins from unexpected countries and to investigate misuse. Only the IP address is sent, over HTTPS, to our IP-to-country lookup service (see section 8).
Repeated sign-in attempts from one IP address are limited, to slow down anyone trying to break in.
A portal session lasts no more than 12 hours, and ends after 2 hours without use. While you are signed in, the portal checks every few minutes that your account and your organisation's access are still active.

What you do in the portal

The portal keeps an activity log of the actions you take. It records who you are, what you did, when, and the IP address you did it from. Logged actions include: requesting or approving access, asking us to change a contact, asking about a product, adding closures or key dates, booking or suggesting a session, submitting a capture, uploading a file, and approving or declining a quote. This lets your organisation and Concero see who did what. Simply reading pages is not logged.

Some things you enter are kept with your name:

Contact change requests: the details you suggest and any note. Nothing changes in your contact list until a Concero CXM approves the request.
Quote decisions: the name you type, your email, the time, any note, the purchase order number and any purchase order file you upload.
Session bookings and suggestions, important dates and closures, recurring tasks and uploaded documents (for example a contract or renewal you send us).

Emails we send you

We send portal emails through Microsoft 365. They include your invitation or access approval, reminders, booking confirmations, capture invitations and reminders, and the recurring-task digest if you have turned it on. Each email we send is logged with the recipient, subject and content for 3 months, so we can check delivery.

When Concero staff view your portal

A small number of Concero staff can open a preview of your organisation's portal to help you or to check what you see. A preview session lasts at most 4 hours. Starting and ending one is logged, and any change made during it is recorded in the activity log as made by that member of staff.

4. Information captures

An information capture is a form we send to collect what we need to deliver a service. Examples include onboarding details, a handover from your previous IT provider, discovery and project questions, a project mandate and Digital Vision questions. We send it to you in one of two ways:

In the portal, under Requests. Only you and your organisation's portal users can see it, and only while signed in.
As an emailed link, if you do not have a portal account (for example if you work for your organisation's outgoing IT provider). We store your name, organisation and email address with the request. The link itself is the key: anyone you forward it to can view and edit the answers, so please don't share it. A link stops working 30 days after we last sent it to you; a reminder or a request for changes keeps it open for another 30 days. We can also withdraw it at any time.

What we store

Your answers. They save as you type, so a draft is kept before you press submit. Each answer is stored with who last changed it and when.
Files you upload, with their original name, type, size and who uploaded them. Files are stored on our UK servers and can only be opened through the portal by people allowed to see that capture.
An activity history for the capture: who opened, edited, submitted, reviewed or sent it back, and when. Reviewers' comments on your answers are kept too.
The status of the capture and its due date. These drive our reminder emails, which go out at most every 3 days while a capture is due or overdue.

What a capture may ask for

Captures usually ask for work contact details of people at your organisation: names, roles, work emails and direct phone numbers. Typical examples are your key contact, safeguarding lead (DSL), filtering and monitoring lead, password-reset contact, finance contact and absence contact. They may also ask for staff numbers, lists of users to be moved to a new system, device lists showing who each device is assigned to, and your organisation's policies or site plans. Please only give work details, and only what the question asks for.

Passwords and other secrets. Please don't type passwords, licence keys or other credentials into an ordinary answer. Where a question really needs them (for example an IT handover), it will be marked Confidential. Confidential answers are encrypted when stored, are left out of searches and copies, and can only be revealed by a few senior Concero staff. Each time someone reveals one, it is logged. If in doubt, ask your CXM for a safer way to send them.

What happens after you submit

The Concero colleague who sent the capture and your CXMs are emailed to say it has arrived.
A reviewer checks your answers and may ask you to change some.
With the reviewer's approval, some answers are copied into our records about your organisation. Contact details go into your contact list, and general details such as your address, phone and key contact go into your organisation details. Technical answers and uploaded documents go into our site documentation for your organisation. Confidential answers are never copied.
If your organisation's record is linked to our customer relationship system (HubSpot), new or changed contacts are sent there: name, job title, email and phone.
For project captures, the answers (but not files or confidential answers) and your name are added to a review ticket on our helpdesk system (HaloPSA), so the project team can act on them.

Captures are seen by Concero staff who manage captures and by the people who sent or are reviewing yours. Staff access is controlled by role and recorded.

5. Staff technology surveys

When you join us, and again later, we may ask your organisation to share a short survey with its staff about how technology and IT support are working for them. You do not need to sign in to answer it.

We ask for your name and your role, along with your answers: how long you have been in post, how often you need support, your ratings and any comments.
We ask for your name so that we can follow up on a specific problem you raise. Your organisation's leaders see the results in summary only, with comments shown against a role and never a name. Concero staff can see named responses.
We do not store your IP address, or anything made from it, with your answers.

6. Other people's data you will see

Depending on what your organisation has with us, the portal can show you personal data about other people. Please treat it as confidential to your organisation.

Your colleagues: your organisation's contacts, its portal users (to administrators only), helpdesk tickets showing who logged them, feedback scores given by named contacts, devices showing who they are assigned to, and which staff accounts are backed up. Pupils are only ever counted, never named, on the backup page.
Concero staff: the names, photos and work email of the technicians and CXMs who work with you, and who is visiting when. For schools, the Single Central Record page shows the safeguarding checks (DBS certificate number and issue date, and the status and date of each pre-employment check) of the Concero staff who come on site, so that you can meet your safeguarding duties.

The calendar subscription link for your organisation lists visits and the technicians' names. Anyone with the link can read it, so share it only within your organisation.

7. Why we use it, and our lawful basis

Purpose	UK GDPR lawful basis
Giving you access to the portal and running the services your organisation buys from us: accounts, bookings, captures, projects, documents and reminders.	Article 6(1)(f): our legitimate interest, and your organisation's, in delivering the contract between us. Where you are yourself our customer (for example a sole trader), Article 6(1)(b): performance of a contract.
Keeping the portal secure: sign-in checks, country blocking, rate limiting, the activity log and staff preview records.	Article 6(1)(f): our legitimate interest in protecting your organisation's data and our systems.
Keeping an accurate contact list and customer relationship record, including copying contact details from captures into it.	Article 6(1)(f): our legitimate interest in managing our relationship with your organisation.
Staff technology surveys.	Article 6(1)(f): our legitimate interest in improving the service your organisation receives.
Showing your organisation the safeguarding checks of the Concero staff who come on site.	Article 6(1)(c) and 6(1)(f): helping schools meet their duties under Keeping Children Safe in Education.
Keeping records we must keep, such as quotes and purchase orders.	Article 6(1)(c): legal obligation.

We do not make any decision about you by automated means alone, and we do not use portal, capture or survey data for marketing.

We do not sell your data. We share it only with the service providers below, each under a data processing agreement with Concero UK Limited, and with your own organisation.

Provider	What for	Where
Krystal Hosting Ltd	Hosts the portal, its database and uploaded files	UK
Microsoft (Microsoft 365)	Signing in with Microsoft; sending portal and capture emails; reading your organisation's device and security information where we manage it	UK / EU, with some global services under Standard Contractual Clauses (SCCs)
Google (Google Workspace)	Signing in with Google; your organisation's device information where we manage it	EU / US, under SCCs
HaloPSA (Halo Service Solutions)	Our helpdesk: the tickets, satisfaction comments and ticket updates shown in the portal, and review tickets for project captures	UK / EU
HubSpot	Our customer relationship system: contacts, and feedback (NPS) survey responses	EU / US, under SCCs
PandaDoc	Documents you review and sign. When you sign, you are taken to PandaDoc with your name and email.	US, under SCCs
AvePoint	Microsoft 365 backup status for your organisation	UK / EU
Anthropic (Claude API)	Concero staff can ask Claude to group a customer's related helpdesk tickets. For each ticket it receives the subject, dates and status, and the names of the person who logged it and the technician handling it. It never receives ticket notes. It is also used to draft audit findings from audit notes. Anthropic does not use this data to train its models.	US, under SCCs
ipwho.is / ip-api.com	Turning a sign-in IP address into a country. They receive only the IP address.	Varies (only the IP address is sent)
Google Fonts	The typefaces the portal uses. Your browser fetches them directly, so Google sees your IP address.	Global
Scribe, YouTube, Vimeo, Microsoft Stream / SharePoint	Guides and videos embedded on the Resources and Procedures pages. Each provider sees your IP address and browser details when an embed loads. We do not send them any portal data.	Varies

Information from captures and surveys stays within Concero and the systems above. We share it with your organisation where that is the purpose (for example survey summaries), and otherwise only where the law requires it.

9. How long we keep it

Data	How long
Your portal account	While your organisation uses the portal. Your organisation's portal administrator or Concero can deactivate it at any time, for example when you leave.
Portal activity log, sign-in and country-check records	While your organisation is a Concero customer
Emails sent to you (delivery log)	3 months, deleted automatically
Error and diagnostic logs (including staff preview records)	12 months, deleted automatically
Capture answers, files, reviews and history	While your organisation is a Concero customer, or until Concero deletes the capture. Answers already copied into your contact list or site documentation follow those records.
Staff technology survey responses	While your organisation is a Concero customer
Quotes, purchase orders and signed documents	As long as the law requires us to keep financial records

When your organisation stops being a Concero customer, we delete or return its data under the terms of our contract with it. You can ask us to delete your own data earlier; see section 12.

10. How we protect it

The portal is only available over HTTPS. You sign in through your organisation's own Microsoft or Google account, so any multi-factor sign-in it requires applies here too.
Each portal user can only see their own organisation. A trust user sees only the schools in their trust that they have been given access to.
Uploaded files cannot be opened by a direct web address. They are only served to signed-in people allowed to see them, or through the capture link they belong to.
Confidential capture answers are encrypted when stored.
Concero staff access is controlled by role and recorded.

More detail is on our help site, or ask your CXM.

11. Cookies

The portal sets two cookies. Neither is used for tracking or advertising.

concero_sess: keeps you signed in, and is deleted when you sign out or close your browser. It is strictly necessary.
cp_theme: remembers your light or dark display choice for up to a year. It holds nothing else.

We do not use analytics or marketing cookies, so we do not need to ask for your cookie consent.

12. Your rights

You have the right to ask for a copy of your data, to have it corrected or deleted, to restrict or object to how we use it, and to receive it in a portable format. These rights are explained in full in the Concero UK Limited Privacy Notice. To use any of them, email compliance@concero.uk.

For data we hold on behalf of your organisation (see section 2), we will pass your request to your organisation and help it respond.

You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint. We would appreciate the chance to put things right first.

13. Changes to this notice

We will update this page when the way we use your data changes, and change the date at the top. If a change is significant, we will tell your organisation's portal administrators.

Read alongside the Concero UK Limited Privacy Notice (CWD-212-2.0). Concero UK Limited, company number 10191261.
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