What the customer receives

The price update email, one email for several properties, and the price review notice for customers with an agreement.

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What it is#

A price change is only fair if the customer is told clearly. There are two emails.

  • The price update, for customers who are not in an agreement.
  • The price review notice, for customers with a signed agreement.

Both give the new price, the old price and the day it starts. Neither gives a clock time.

When to use it#

Read this before you send your first price change, and when you want to change the standard wording of the price update.

How to do it#

  1. In Prepare price change, choose the new prices and the date, then press Review the price change email.
  2. Read the email exactly as it will be sent. Change the Subject or the middle of the email for this send if you want. Your saved wording stays as it is.
  3. If the customer has another property due, you can press Send the update now, or review the next property first so both go in one email.
  4. Press Send the price update.

To change the standard wording for every customer, go to Settings, under Price reviews, Your price increase email. Use Insert into subject or wording to add the parts the app fills in, press Preview, then Save wording. Reset to standard wording puts it back.

What your customer sees#

The price update. The subject is "Price update from" your trading name. It thanks them, then gives one line per property, such as: from 5 November 2026 the price of your weekly visits at 12 High Street will be £51.60 a visit plus VAT, up from £50 plus VAT. "Plus VAT" only appears when VAT applies. An hourly price reads "an hour". A seasonal service shows the in season and rest of year prices.

A reason line follows. For CPI or RPI it says the rise matches that rate, published by the Office for National Statistics. Otherwise it says this is your annual review and reflects rising costs over the year. It ends by saying everything else stays the same and inviting them to reply. There is nothing to click or accept.

Several properties in one email. Each property gets its own sentence, its own date and, where they differ, its own reason.

The agreement price review notice. The subject is "Notice of your price review with" your trading name, from the date it starts. It says this is notice under clause 6 of their agreement, lists the price changes and the date. It says nothing is needed if they are happy, and that they can end the agreement before then as clause 9 sets out. A link opens the full notice.

What happens next#

Replies come to your Mailbox. The new prices apply from the date given, and the review clock starts again.

Good to know#

  • If the customer has no email address, the dialog says so. Add one on their details before sending.
  • An agreement notice can send itself when Send automatically is chosen under Agreement price rises in Settings, under Agreements.
  • Nothing here differs between automatic mode and self mode.

Not what you needed? Contact us and say what you were trying to do.