An update as promised. I heard back from the team and they advised both the support and privacy emails (the privacy email is an email address that Frankie provides as an alternate to the support@ when asked) are both working okay without any issues.
To confirm, for non-urgent enquiries, members can send an email to support@trustedhousesitters.com or alternatively members can start a live chat. On live chat, the member will be triaged with Frankie, however at times when volumes are high, an agent may not be immediately available but they will still get back to the member.
If a member would like to speak on the phone, a non-urgent phone call can be scheduled - Frankie can help with this through his automated process, the member just has to ask him/let him know.
I hope that helps to clarify.
Sam.