Frequently Asked Questions
Straight answers about onboarding, scope, pricing, data protection, and how we work.
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Getting started Scope & services Pricing & billing Data protection Hours & coverage Onboarding & tools Cancellations & changes References & reviews
Getting started
How quickly can you start?
Typically 3–5 business days after we agree scope and access. If you need faster, tell us— we’ll confirm what’s realistic.
What’s the first step?
A short call to prioritise tasks (inbox, documents, CRM), confirm outcomes, and choose an hour pack or PAYG. We’ll then share a simple onboarding checklist.
Scope & services
What kind of work do you handle?
Day-to-day admin: inbox & calendar, document control (FHS), CRM hygiene, resident communications, contractor coordination (admin only), research, templates & SOPs, and light content updates.
What don’t you do?
Regulated professional advice, client money handling, and on-site work. We also don’t promise creative/agency outputs—our remit is operational/administrative.
Pricing & billing
What’s your pricing?
Introductory rate: £8.95/hour for your first three months (any plan). After that, our standard rate is £11.95/hour. See Pricing for hour packs and PAYG.
What’s included in hour packs?
The same services as PAYG, just better value. We track time in fair increments and send simple weekly/monthly summaries. VAT not applicable.
Data protection
How do you handle data and access?
We work under least-privilege access with NDAs on request. We follow UK GDPR principles and act on your documented instructions; you remain the data controller.
Do you sign NDAs and DPAs?
Yes—mutual or unilateral NDAs, plus a data processing addendum if we process personal data for you. Ask during onboarding and we’ll share templates.
Hours & coverage
What hours do you cover?
Core UK business hours by default. Extended coverage can be arranged—tell us what you need and we’ll confirm availability.
What response time can we expect?
For routine emails we target next business day. Time-sensitive items get clear escalation paths agreed upfront.
Onboarding & tools
Which tools do you use?
We adapt to your stack (email/365/Google, shared drives, CRMs and ticketing). We standardise file naming with FHS and keep light SOPs for consistency.
How do we share passwords?
Prefer SSO or role-based accounts. If credentials are needed, we can use your vault or an agreed secure method and rotate access periodically.
Cancellations & changes
Can I change or cancel my plan?
Yes—hour packs are month-to-month. Change or cancel with 30 days’ notice. We’ll provide a simple off-boarding pack if you leave.
Can unused hours roll over?
By agreement—talk to us if you expect fluctuating volumes. We’ll structure a plan that fits.
References & reviews
Do you have testimonials?
We’re a startup and building our client base. We’ll publish permissioned testimonials as they arrive. Where feasible, we can arrange a brief reference call.
Didn’t find your answer?
Tell us what you need and we’ll map a right-sized plan.
Introductory offer: £8.95/hr for the first 3 months; then £11.95/hr standard. VAT not applicable.