Before we launched our Lettings Financial functionality, your support tickets related to "things that should work but wouldn't" and questions that started with "how do I.. ?". That's why we split our support team into the technical specialists who dealt with the former and the ex-estate agent product specialists who dealt with the latter.
Increasingly, though, we were being asked to provide bookkeeping support. Your requests ranged from help with simple mis-postings at one extreme to help with reconciling for ARLA inspections or Type 19 reports at the other.
It became clear that we needed a separate team to deal with this. We've had this in place for some time on an informal basis but we need to formalise this. So, from 1st April, we're launching Lettings Bookkeeper Support from a team comprising Jeremy Godwin, our accountant, plus Gemma and Becs who are qualified, experienced lettings bookkeepers.
Lettings Bookkeeper Support is £50+VAT per month per branch and that guarantees one hour of one-to-one advice and help in any month. In many cases, the help will be in the form of booked sessions where we share a screen with you and work on the issue together. Simpler issues will be dealt with in the normal way via the support ticket system. Our Bookkeeper Support team prioritise their response based on the priority you give to each ticket logged. They are nice people and don't "clock" each bit of help they give you. So, as long as you've paid for Bookkeeper Support, they'll often go beyond the call of duty. We guarantee an hour but there's a bit of "fair usage" flexibility here.
If you don't want the regular commitment, we can sometimes offer the same service in one hour blocks at £75 per hour - subject to availability.
The test we apply to deciding whether we can provide support for a matter when a customer doesn't have our optional Bookkeeper support is this:
If we're being asked to help with processes and functionality in general terms, we're happy to help without the need for the additional, chargeable Bookkeeper support. So, if you want advice on how to do a bank reconciliation or the best way to process your ARLA or NRL reports, we're happy to help as part of your standard support contract.
Here's an example of the type of ticket we can solve WITHOUT the need for Bookkeeper support:
However, if you want us to look at individual transactions, nominals, ledgers or reports, you'll need help from one of our bookkeepers and that help is only available if you have the optional bookkeeper support.
Here's an example of the type of ticket we can only resolve WITH the agency in question having subscribed to Book Keeper Support.
If you have any queries, please call our account manager team on 01225 303500 option 2.