FAQs - Referrals & Requests

Can I still refer customers to Cook Taylor Woodhouse, Financial Services etc.?

Yes. Continue to use the referral button on Reapit. It has always been mandatory to ask whether it is okay to refer customer’s contact information, please continue to do this. There is a pop up on REAPIT to confirm you have asked the question.

Can I refer customers to other suppliers not in the referral panel?

It is recommended that you provide the company’s information to the customer, for them to approach the supplier directly.

When updating customer records, what do I need to do?

1. Please verify the customer before making changes to personal information.

2. Update customer’s information on both REAPIT and any paper records.

3. If information has been shared with a 3rd party, update them of any relevant changes.

Watch out: If you haven’t spoken with a customer in a while, please check info is up to date.

A customer wants to know what information we hold?

1. Please verify the customer is who they say they are.

2. Send request to Talatala.hedges@robinson-Jackson.com

A customer has asked me to send their data to another agent?

This is known as the right to ‘Data Portability’ and is mostly used by banks, mobile phone companies etc. It’s unlikely to happen in estate agency. If you are asked to move someone’s personal data, then send the request to Tala tala.hedges@robinson-Jackson.com

A customer doesn’t want contact until [date], what do I do?

You should honour this request and not contact them until the requested date. To restrict processing till the customer’s requested date;

1. Mark the contact as ‘Inactive’ and ‘Consent Denied’

2. Enter next call date, call reminder and / or a task, for the date requested

3. Add an alert in the REAPIT contact screen, informing staff to NOT archive the record.