Do you work remotely or offer in-person support?

The Willow Office primarily provides remote support to businesses across the UK. Occasional in-person support may also be available for clients in Somerset and Bristol by prior arrangement. Where travel is required, any travel time and mileage costs will always be agreed with you in advance.

How do I know which package is right for me?

You don’t need to know exactly how many hours you’ll need before getting in touch. We can discuss your workload, the tasks you’d like to hand over and how regularly you need support during your initial consultation. I can then help you choose the most suitable starting option.

How do your support packages work?

Packages are prepaid blocks of hours that can be used flexibly across the services offered by The Willow Office. Your hours don’t need to be spread evenly across each week or month, so you can use your support when your business actually needs it.

Package hours are valid for three months from the date of purchase.

What happens if I need more or fewer hours?

If you use your hours sooner than expected, you can simply purchase another package whenever you need one. There’s no requirement to continue with the same package each time, so you can choose whichever option best suits your upcoming workload.

Any unused hours expire three months after purchase.

What happens if hourly work takes more or less time than expected?

For hourly work, you’ll only be charged for the time actually worked. If a task takes less time than estimated, you won’t be charged for hours you haven’t used.

If it looks likely that the work will exceed the agreed estimate, I’ll contact you before continuing so that you remain in control of both the work and the cost.

Can you work with the systems and software I already use?

Absolutely. Where possible, I’ll work within the systems and processes you already have in place rather than expecting you to change the way your business operates.

I’m experienced with Microsoft 365 and a range of administrative, recruitment and business systems, and I’m comfortable learning new platforms where required.

What are your working and contact hours?

The Willow Office provides flexible support, with client work carried out during dedicated business hours, including evenings and weekends where appropriate.

You’re welcome to contact me Monday to Friday between 8:00am and 6:00pm, and I aim to respond to enquiries and client communications within four business hours. Responses will often be much sooner.

How will I know how my hours have been used?

You’ll receive a clear Support Summary showing the work completed and the time used, so you can see exactly how your support hours have been spent.

For ongoing clients, we can also discuss priorities and upcoming work regularly to make sure your hours are being used where they’ll have the most impact.

How do we get started?

It starts with an initial consultation where we’ll discuss your business, the support you’re looking for and how you’d like us to work together.

If we’re both happy to proceed, I’ll confirm the agreed services, hours and working arrangements, provide the relevant client agreement and get everything set up so we can begin.

Do I need to sign an agreement?

Yes. Before work begins, you’ll receive a client agreement setting out the services, fees, confidentiality, data protection, payment terms and other important working arrangements.

This means we both know exactly what to expect from the outset.

How do you protect my business and comply with GDPR?

Protecting client information is taken seriously. I only collect and access information necessary to provide the agreed services, and client data is handled securely and confidentially in accordance with UK data protection requirements.

Access to business accounts is protected with appropriate security measures, including strong passwords and multi-factor authentication where available. Information is only shared where necessary to provide the agreed service or where legally required.

Are you insured and registered with the ICO?

Yes. The Willow Office is registered with the Information Commissioner’s Office (ICO) and holds appropriate business insurance, including Professional Indemnity and Public Liability cover. This provides additional reassurance that your business and information are being handled professionally and responsibly.

How do you store client information and documents?

Client files are stored securely using Microsoft 365 and OneDrive, with access restricted appropriately. Sensitive documents can be shared using secure Microsoft 365 sharing features, including restricted access and additional protection where appropriate.

Client information is retained or securely deleted in accordance with the relevant agreement and data retention requirements when it is no longer required.

How do you manage passwords and login details?

Where access to a client system is required, login credentials are stored securely using an encrypted password management system rather than being recorded in documents or spreadsheets.

Unique passwords and multi-factor authentication are used wherever possible, and access is limited to what is necessary to provide the agreed service.

What if I need help with something that isn’t listed on your Services page?

Get in touch. The services listed on the website are examples of the support I can provide rather than an exhaustive list.

If there’s an administrative task taking up your time, tell me what you need and I’ll let you know whether it’s something The Willow Office can help with.