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Frequently Asked Questions
We know there’s a lot to think about when it comes to websites, so we’ve pulled together some of the questions we get asked most often. If you can’t find what you’re looking for below, just drop us a message, and we can talk about what you need.
Getting started
It doesn’t matter if you’re building something from scratch or picking up from where someone else left off; here’s what you need to know before we get started.
No, it works either way. We can help you upgrade your existing site and move to the TOTEM platform, or if you have no web presence, TOTEM is the perfect place to start.
This really depends on you. Do you have your website content available, or do you need extra help creating it? If everything is set and ready to go, depending on the size of your website, we have launched websites within a matter of a few weeks.
Of course! We have a team of skilled photographers, videographers, and copywriters who can help. We can deliver great content to populate your new site. Please get in touch if you need help with this.
Typically, we invoice 50% upfront, payable before commencing work, and the final 50% just before launch. On-going services such as Hosting and Maintenance can then be invoiced monthly. If you’d like to discuss a different payment plan, please let us know.
Of course. Part of our discovery phase will be establishing the core elements of your visual identity. We can either work with what you have or support you in a full branding project if necessary.
Technical questions
We try to keep the jargon to a minimum, but if you’re curious about some technical details, this section will help.
TOTEM is only available on WordPress. In our experience, this open-source platform is the best and most user-friendly for the process. We have no plans to expand this to other CMS types.
TOTEM integrates with two of the world’s leading email marketing systems: Mailchimp and Campaign Monitor. Having an email sign-up on your site will allow you to collect the data of interested individuals to whom you can then send email campaigns.
If you don’t already have one of these systems in place, we can help you set this up.
Yes! In the first instance, we will populate your website with your supplied content. But you will be able to update content yourself on a regular basis. We’ll supply you with a video that will show you how to update the content on your site.
We do not install plugins that our team hasn’t vetted or approved on any TOTEM website. Within our TOTEM build, we use a very select number of trusted plugins, which form the base of our builder. This is to minimise any issues caused by plugins.
TOTEM itself does not have a booking system integrated into it. But you can link out to any external booking system you choose to use. We have worked with many customers who work their bookings in this way.
Some examples of booking systems people have used:
- Sevenrooms or Opentable – For restaurant bookings
- Calendarly – For scheduling meetings
- Nearcut – For booking barber and hairdressing appointments
- Eventbrite – Ticketing system for events.
Yes, absolutely! Whether you want help purchasing through your own registrar or our DataCentre, we can also provide this service. We’re on hand for this kind of technical support to get you up and running.
Of course! Whether you already have accounts or need help setting up new ones. We’ll integrate your site with the full Google suite (GA4, GTM, GSC and Google Business Profile). We’ll also work with you to set up tracking that’s important to you.
To make sure everything runs smoothly, we’ll guide you through the final steps and work closely with your team or any external providers to gather what’s needed. We’re here to handle the details and help coordinate the process, so nothing gets missed. We will need to cover the following:
SMTP Setup
To enable your website to send emails (e.g., contact forms), we’ll require SMTP credentials from your email provider.
DNS Access
We’ll need access to your domain’s DNS settings to point your domain to the new website.
Tracking & Analytics
If you use tools like Google Analytics or Tag Manager, please provide the necessary tracking codes or account access so we can implement them.
301 Redirects
If you’re replacing an existing site, we’ll set up 301 redirects to preserve SEO rankings and prevent broken links.
Google Business Profile
If applicable, we can help update your Google Business Profile to reflect the new website details.
On-going support
We don’t just disappear after launch; here’s how we can support you once your project is live.
With any open source platform it’s vital to keep it updated and maintained to help with security risks. Our on-going packages include regular maintenance and hosting ensuring the best possible uptime of your website. We can also offer additional ongoing services and support depending on your business needs, such as creative services, SEO, email marketing and content creation.
Helping to keep your website secure by running from the latest CMS and plugins. Any open source frameworks, such as WordPress, must be maintained to reduce the risk of potential security breaches. Our on-going packages include hosting, server side maintenance, CMS and plugin upgrades and security patches, giving you peace of mind.
Our Team, The Hideout. With over two decades’ worth of experience, you’re in safe hands!
We have a support team on hand, so please email support@thehideout.co.uk. Your email will go into our support system, and a ticket will automatically be generated. One of the team members will contact you as soon as possible to help.
We’d love to! We offer a full range of services, so we’d love to discuss your marketing needs and what’s right for you and your audience. We can help with organic search, paid advertising, email marketing, social media and print.
Accessibility
If accessibility is important to your business (or legally required), we can factor this into your website build.
Depending on your sector, UK law may require your website to meet WCAG 2.2 AA standards. This is particularly relevant for public sector organisations, charities, or businesses receiving public funding.
You can check your obligations here:
www.gov.uk/guidance/meet-the-requirements-of-equality-and-accessibility-regulations
Accessibility is an ongoing effort, and the legal benchmark is about making reasonable adjustments. As part of our process, we combine automated checks (using Silktide) with manual audits to catch real-world usability issues.
If accessibility is important to your business (or legally required), we can factor this into the build. Please note that this sits outside the standard project scope and will incur additional costs. You may also want to engage a third-party specialist to audit the site, both at launch and on an ongoing basis, to ensure continued compliance as standards evolve and content is updated.
Meeting AA standards involves a range of design, development considerations and ongoing content management, including colour contrast, readable text, screen reader compatibility, keyboard navigation and clear form labels. It also includes things like skip links, consistent input help, and alt text for images.
Accessibility involves designing your site to be usable by everyone. This includes:
- Providing alternative text for images
- Ensuring keyboard navigation
- Maintaining sufficient colour contrast
- Making forms and content accessible to screen readers
- Using semantic HTML to support screen reader structure
- Ensuring visible focus states for interactive elements
- Allowing zoom up to 200% without breaking the layout
- Supporting screen reader navigation with skip links and clear heading structure.
