<
B E H I N D T H E A G E N T

Loading


Frequently Asked Questions



Quick Navigation

Our Services

We provide a B2B service to our clients only. We do not get involved with your customers as it is your business to uphold and direct.
At the moment we only provide our services within mainland UK.
Currently, we operate during normal business hours, 9am-5pm Monday-Friday, excluding UK public holidays.
You can raise a ticket. Our out of hours operatives will keep an eye on emergency requests outside of normal working hours. For more information please see the Getting Support section of this page.
No, your data is all stored within your own personal cloud instance, hosted within the EU to ensure compliance with the GDPR. We have access to your data in order to process it, but that data itself is never stored by us once processing has been completed. For more information on the data we have access to in relation to you and your clients, please see our Privacy Policy.

Pricing & Usage

Yes, initially there is a minimum term of 12 months, although after this period your contract becomes monthly. You can, however, qualify for a price break by subscribing to our services for a further year. Please talk to your account manager for further details.
Usually, no. In order to get you up and running as fast as you can, we will assist you in getting all of your current data into your new Property Management CRM as quickly as possible to ensure you do not lose out on rental income. Depending on your requirements, we also offer a service whereby we can audit all of your current tenancies when we first add them to your system, for this we do charge based on the time taken to complete the audit. This, however, is an optional service.
Whilst we are continuously working on improving our technology and automation, much of our work is carried out manually. We do not wish to put limits on usage but if we see an unreasonable quantity of support, phone calls or other requests, we reserve the right to amend our pricing. Whilst we do not wish to do this, it is in some cercumstances unavoidable. We will however do everything we can to rectify any issues we are experiencing servicing your own unique business needs before we alter our pricing.
We bill you based on how many units you have active within the system, and a Unit is something that you can let to a tenant. This could be a whole house, a shop, or just a room within a larger shared house. As such, your rentable Units all belong to a Property. i.e. for 'Apartment 10, 1 Fake Street' the unit would be 'Apartment 10', and the Property would be '1 Fake Street', whereas if you were to let a single house out to a group at '10 Fake Street' the property would be '10 Fake Street' and the unit would be logged within your CRM as 'House' within the original Property to differentiate between the two.
If you are interested in taking up just part of our service, we may be able to accomodate your needs at a lower price than that of one of our standard packages, with the reduction in costs based on the reduction in work that we perform on your behalf. If this is a service that you require please ask your account manager (or salesperson) about it and they will be able to advise you on whether the package you are looking for is possible and how much it will cost. This is because some of our services are deeply interlinked, and without performing some services we are unable to provide others. For instance it is critical that we are able to perform referencing on a tenant if you wish to offer them rent guarantee insurance as this is a requirement set in place by the insurance provider. For forther details please get in touch.

Getting Additional Support

When you are logged into your Behind The Agent dashboard, you will be able to raise a support ticket. Once we have recieved your ticket one of our support agents will begin processing your request as soon as possible. Additional training is available to ensure that you get the most out of our ticketing system if you have not used anything similar before.
Yes, all of our packages come with both online and telephone support. In order to contact Support by phone you can call our support line (as listed in your onboarding documents and in our knowledge base) during office hours, Monday - Friday in order to get the fastest response. Be aware this line can be busy and should be reserved for instances where you are experiencing an issue that cannot be supported via our online ticketing system.
As with all software and service providers they evolve and change over time, therefore it is important that we always stay one step ahead. Should our providers make significant changes, coupled with our own amendments, this may affect our service offering and possibly our pricing too. We will inform you by way of a Service Update of any upcoming changes and when they are to take place.