Privacy Policy

Cook Properties Privacy Policy

Last Updated: May 11, 2026

Highland Holdings LLC, doing business as Cook Properties (“Cook Properties,” “we,” “us,” or “our”), respects your privacy and is committed to protecting the personal information you share with us.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you:

  • Visit CookProperties.com, CookPropertiesNY.com, Cook.Properties, Highland Holdings Tenant Portal, or any related website used by Cook Properties that links to this Privacy Policy;
  • Apply to rent, purchase, finance, or inquire about a home or property;
  • Communicate with us by phone, email, SMS/text message, social media, or online forms;
  • Use our resident, applicant, or payment portals; or
  • Otherwise interact with Cook Properties.

By using our Services, you agree to the practices described in this Privacy Policy.

TABLE OF CONTENTS

  1. Information We Collect
  2. How We Use Information
  3. Cookies & Tracking Technologies
  4. SMS & Mobile Communications
  5. Rental Applications & Screening
  6. Automated Tools & AI Services
  7. When We Share Information
  8. Data Retention
  9. Data Security
  10. Your Privacy Rights
  11. New York Privacy Rights
  12. Third-Party Websites & Services
  13. Children’s Privacy
  14. Accessibility
  15. Updates to This Policy
  16. Contact Information
  17. How You Can Review, Update, or Delete the data we collect from you

1. INFORMATION WE COLLECT

Information You Provide to Us

We may collect personal information you voluntarily provide to us, including:

  • Name
  • Mailing address
  • Email address
  • Phone number
  • Employment information
  • Payment information
  • Rental or housing preferences
  • Emergency contact information
  • Government-issued identification information
  • Application or financing information
  • Communications and correspondence with us

If you apply to rent, purchase, or finance a home or property, we or our authorized service providers may collect additional information necessary to:

  • verify identity,
  • process applications,
  • conduct background screenings,
  • evaluate eligibility,
  • process payments, and
  • comply with legal obligations.

Sensitive Personal Information

In limited circumstances related to rental applications, financing, payment processing, identity verification, or legal compliance, we or our authorized service providers may process sensitive personal information such as:

  • Social Security numbers,
  • driver’s license or state ID information,
  • financial account information,
  • credit history,
  • background screening information, and
  • other information required by law or necessary to provide Services.

Sensitive personal information is processed only as reasonably necessary for legitimate business purposes and legal compliance.

Information Automatically Collected

When you use our website or Services, we may automatically collect certain technical information, including:

  • IP address,
  • browser type,
  • operating system,
  • device identifiers,
  • referring URLs,
  • pages viewed,
  • clicks and interactions,
  • date/time information,
  • approximate geographic location, and
  • diagnostic or crash information.

This information helps us maintain website security, improve performance, analyze usage trends, and enhance user experience.

2. HOW WE USE INFORMATION

We may use personal information to:

  • provide and manage our Services;
  • process rental, housing, financing, or employment inquiries;
  • communicate with you;
  • send account or service notifications;
  • respond to maintenance or customer service requests;
  • process transactions and payments;
  • improve our website and Services;
  • personalize marketing and advertising;
  • conduct analytics and reporting;
  • maintain security and prevent fraud;
  • comply with legal obligations; and
  • enforce agreements or policies.

We may also use information for any other purpose disclosed at the time information is collected or with your consent.

3. COOKIES & TRACKING TECHNOLOGIES

We may use cookies, pixels, web beacons, analytics tools, session replay technologies, and similar tracking technologies to:

  • maintain website functionality;
  • analyze website traffic and performance;
  • understand user behavior;
  • improve user experience;
  • measure advertising effectiveness; and
  • deliver customized advertising or content.

These technologies may be provided by third-party vendors such as:

  • HubSpot
  • Google Analytics,
  • Meta/Facebook,
  • LinkedIn,
  • Microsoft,
  • Advertising partners, and
  • Similar analytics or marketing providers.

You may control cookies through your browser settings. Disabling certain cookies may affect website functionality.

4. SMS & MOBILE COMMUNICATIONS

By providing your mobile phone number, you consent to receive calls and text messages from Cook Properties regarding:

  • leasing inquiries,
  • application updates,
  • account notifications,
  • maintenance communications,
  • appointment reminders,
  • resident communications,
  • service alerts, and
  • marketing communications where permitted by law.

Message and data rates may apply. Message frequency may vary.

You may opt out of marketing text messages at any time by replying:

  • STOP or by contacting us directly.

Consent to receive text messages is not a condition of purchasing or renting property.

5. RENTAL APPLICATIONS & SCREENING

If you apply to rent, purchase, or finance a home or property through Cook Properties or affiliated entities, we and our authorized third-party providers may process personal information necessary to:

  • verify identity,
  • conduct background screenings,
  • perform credit checks,
  • evaluate rental or financing eligibility,
  • prevent fraud,
  • comply with fair housing laws, and
  • satisfy legal or regulatory requirements.

Third-party screening providers may maintain separate privacy policies governing their processing activities.

6. AUTOMATED TOOLS & AI SERVICES

We may use automated systems, artificial intelligence (“AI”) tools, customer relationship management platforms, analytics tools, chat services, and other software technologies to assist with:

  • Customer support,
  • Website operations,
  • Lead management,
  • Communications,
  • Analytics,
  • Marketing,
  • Application processing, and
  • Operational efficiency.

These technologies are intended to improve service quality and response times.

Cook Properties does not use automated systems alone to make final housing, credit, employment, or legal decisions where prohibited by applicable law.

7. WHEN WE SHARE INFORMATION

We may share personal information with:

Service Providers

Third-party vendors and contractors who assist with:

  • Property management,
  • Payment processing,
  • Website hosting,
  • Analytics,
  • Marketing,
  • Customer communications,
  • Applicant screening,
  • IT services,
  • Cybersecurity,
  • Accounting,
  • Legal compliance, and
  • Operational support.

These providers are authorized to use information only as necessary to perform services on our behalf.

Business Transfers

Information may be transferred in connection with:

  • Mergers,
  • Acquisitions,
  • Financing,
  • Asset sales, or
  • Corporate restructuring.

Legal Obligations

We may disclose information:

  • To comply with legal requirements,
  • Respond to lawful requests,
  • Protect rights or property,
  • Investigate fraud or security incidents, or
  • Protect the safety of users, residents, employees, or the public.

Affiliates

We may share information with affiliated companies under common ownership or control with Cook Properties.

8. DATA RETENTION

We retain personal information only as long as reasonably necessary for:

  • Providing Services,
  • Maintaining resident or applicant records,
  • Complying with legal, tax, accounting, or regulatory obligations,
  • Resolving disputes,
  • Enforcing agreements, and
  • Maintaining security and fraud prevention records.

Retention periods vary depending on the type of information and legal requirements.

When information is no longer required, we will securely delete, anonymize, or archive it in accordance with applicable laws and operational requirements.

9. DATA SECURITY

Cook Properties maintains reasonable administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, disclosure, misuse, alteration, or destruction.

Security measures may include:

  • Encryption,
  • Firewalls,
  • Access controls,
  • Monitoring systems,
  • Vendor oversight,
  • Multi-factor authentication,
  • Employee cybersecurity training, and
  • Security incident response procedures.

While we strive to protect personal information, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

10. YOUR PRIVACY RIGHTS

Depending on applicable state and federal law, you may have the right to:

  • Access personal information we maintain about you;
  • Request correction of inaccurate information;
  • Request deletion of certain information;
  • Opt out of certain marketing communications;
  • Limit certain data sharing practices; and
  • Withdraw consent where processing is based on consent.

To exercise privacy rights, contact us using the information provided below.

We may need to verify your identity before processing certain requests.

11. NEW YORK PRIVACY RIGHTS

If you are a New York resident, Cook Properties maintains safeguards intended to comply with applicable New York privacy and data security laws, including the New York SHIELD Act.

New York residents may request information regarding:

  • The categories of personal information we maintain,
  • Correction of inaccurate information, and
  • Applicable data practices.

In the event of a data breach involving personal information as defined by New York law, we will provide notifications as required by applicable law.

12. THIRD-PARTY WEBSITES & SERVICES

Our Services may contain links to third-party websites, payment portals, resident portals, social media platforms, or external services not operated by Cook Properties.

We are not responsible for the privacy practices, security, or content of third-party services.

We encourage users to review the privacy policies of any external services they access.

13. CHILDREN’S PRIVACY

Our Services are not directed to children under the age of 18, and we do not knowingly collect personal information from children under 18 years of age.

If we become aware that personal information has been collected from a child without appropriate authorization, we will take reasonable steps to delete such information.

14. ACCESSIBILITY

Cook Properties is committed to making our website accessible and usable for all individuals.

If you experience difficulty accessing any content, feature, or functionality on our website, please contact us by calling (585) 434-3032 or emailing [email protected] so we can provide assistance.

15. UPDATES TO THIS POLICY

We may update this Privacy Policy periodically to reflect:

  • Changes in our practices,
  • Legal requirements,
  • Technology updates, or
  • Operational changes.

Updated versions will be posted on our website with a revised “Last Updated” date.

16. CONTACT INFORMATION

If you have questions about this Privacy Policy or would like to exercise your privacy rights, please contact:

Cook Properties
C/O IT Department
90 Airpark Drive, Suite 400
Rochester, NY 14624

Phone: (585) 434-3032
Email: [email protected]

 

17. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it. To request to review, update, or delete your personal information, please fill out and submit a data subject access request.