Using the portal protects service quality, ensures urgent work is treated as urgent, and helps every client receive a clearer, fairer process.

The new structure is there to create a more reliable service for everyone, with clearer routes for urgent issues, update requests, billing, access, and account actions.

This is necessary to protect service standards, keep records accurate, and make sure client work is handled fairly and in the right order.

Clients are responsible for ensuring hosting is paid on time, whether or not a reminder or invoice has been requested through the correct channel. If you need billing help, please use the billing route in the client portal.

It is not treated as a casual request. The fee covers review, preparation, secure issue of access where approved, and the handling required to protect both the client’s website and our systems.

However, broader changes such as content edits, image updates, layout changes, blog uploads, or repeated requests are no longer handled informally.

Most website changes now require a structured update request, and in many cases, a deposit will apply to secure handling and scheduling.

This ensures work is prioritised properly and prevents delays caused by informal or repeated requests.

If you are a legacy client with an explicit written agreement confirming the inclusion of small updates in your plan, any deposit paid can be refunded or credited where appropriate. The request still needs to be submitted through the correct route so it can be recorded and scheduled.

Where a request goes beyond any included small update allowance, additional charges may still apply.

Urgent website changes can be submitted through the urgent update route.

An urgent update deposit of £50 applies. This secures priority handling, with work typically reviewed and scheduled within 1–3 business days, depending on the nature of the request.

If additional work is required beyond the initial scope, this will be confirmed before proceeding.

Urgent handling ensures your request is prioritised correctly without disrupting existing scheduled work.

If there are outstanding balances, requests will not be actioned until the account is brought up to date.

This ensures fair handling across all clients and protects service availability and scheduling.

If your website is not accessible, first check that your hosting and maintenance payments are up to date.

In many cases, access issues are linked to billing or account status.

If everything is up to date and the issue persists, submit an urgent outage report through the correct portal route so it can be reviewed and prioritised properly.

If you are unsure about your account status, you can request clarification through the appropriate account or billing route.

If you need an invoice or clarification of any outstanding balance, use the billing or account support route.

Where necessary, a consolidated invoice can be issued to cover outstanding fees and any requested work.

Live chat may be used for routing or clarification only, not for submitting or bypassing requests.

This reduces delays, prevents missed requests, and allows us to spend more time delivering high-quality websites rather than on administrative overhead.

By streamlining communication and delivery, we can invest more time into builds and support, helping clients receive a stronger website without unnecessary delays or inflated costs.

Most clients find the process faster, clearer, and easier once underway.

Where our agreed build work was completed, and the relevant materials, website access, or handover items were issued as required, our part of that arrangement has been fulfilled. We no longer provide support, communication handling, or project administration through former third-party arrangements.

This protects clarity, security, and accountability for all parties.

If your project was arranged through a third party or introducer, any queries relating to payment arrangements, communication, or additional services should be directed to the party responsible for those elements.

We review matters fairly, but completed and delivered build work is considered fulfilled service.

Previous arrangements of this nature created confusion, conflicting instructions, and delays, which ultimately impacted both clients and project delivery.

We now operate exclusively through our own structured systems and direct client relationships to ensure clarity, security, and consistent service standards.

Where projects were delivered under previous arrangements, our agreed build work was completed and handed over accordingly. Any ongoing service, communication, or additional commitments made outside of our scope should be directed to the relevant party responsible for those arrangements.

This change allows us to provide a clearer, more reliable, and more professional experience moving forward.

If your website was built prior to 2026, you’ll now be guided through our updated system.

Our service structure, build process, and delivery standards have been completely upgraded to provide a faster, more consistent experience across all projects.

Many clients who previously worked with us return through this new system and consistently tell us that the results exceed what they expected.