Published: 09/04/2020Covid-19 update April 2020
Although we have had to close our shop in line with government instructions, our team are still working full time to help our customers.
Calls are being diverted to them Monday to Friday 9am to 5pm so feel free to call during these times and we’ll see how we can help you.
Our systems are web based and operations are running as normal remotely.
Social distancing measures must always apply which are likely to affect in person appointments. The health and safety of our team and our customers takes first priority during these times, even where that limits our ability to provide our usual service in full.
We must point out that the government’s guidelines indicate that home moves (where buying, selling, or renting) should be put on hold during the lock-down period where possible. We understand that some people still have a genuine need to move at the moment, and we are looking to help those of you now.
Here’s how we are handling our some of the different elements of our business.
Valuations/Market Appraisals (for sale and to let)
We can physically attend where the property is vacant and we have access with keys.
We can also carry out these appointments via video call where the client is on site at the property. We will ask for a walk around of the property for valuation purposes, and we can then discuss how we can help you. We’ll also run through your service options in full and talk to you about the costs.
For new instructions, we can photograph vacant properties provided we have access with keys.
For re-listed properties, we will re-market these as and when it is appropriate to do so without a visit to the property.
New home enquiries
If you are looking for a new home during this time, please contact us as normal and we’ll do everything we can to help you move when you need to
We are currently unable to attend in-person viewings of occupied properties.
If the property is vacant, one of our team may be able to open the property for you whilst they wait outside for you to have a look around.
However we are carrying out video viewings. Where the property is vacant, one of our team will be able to send you a video viewing of the property. If the property is occupied we are asking our tenants to take a video for us which we can share with you.
If you are a tenant, your referencing will be carried out remotely by our team. Documents you will need will be served by email and signatures will be carried out electronically.
Key collection for move in day can be arranged by our team, provided your need to move is genuine and urgent.
We can only move you into a vacant property for the time being, therefore (for your safety and that of existing tenants) we will not be able to move you into tenanted house shares.
If you are a tenant, please continue to report maintenance issues and repair requests in the usual way via our specialist website here. Our team will continue to deal with maintenance, although issues of a non-urgent nature may experience a longer turn around time than normal. This is due to most contractors limiting the work they will take on at the moment and also complying with social distancing measures. Urgent issues will be dealt with as normal. Routine safety certificates that are legally required (for example gas and electrical) will be carried out as normal.
We will arrange key collection for contractors where required, although it is expected that most tenants will be home currently. Contractors and tenants must observe social distancing measures.
If you are a tenant and you are self-isolating or you have knowingly been around another person with virus symptoms, you must let us know. In these cases it will be necessary to consider how urgent repair work is done on a case-by-cases basis.
Tenants - we understand that now is a difficult time and your ability to pay rent in full may be affected. In these cases we ask that you contact us to let us know of your individual circumstances as quickly as possible. If you cannot afford to pay your rent in full before the next rent due date, we will discuss a payment plan with you.
Landlords – we continue to process rent payments as normal. Rents are processed on Tuesday and Friday of every week. We will contact you if we are aware of any arrears situations as and when they arise. Our team are working very hard to collect rents that are due currently.
Provided that the property is vacant, our team will carry out a check out appointment as normal. We will prepare the property for re let where possible. Deposits will be returned to tenants in the normal time frames.
Sales are being progressed as normal. Vendors and buyers can expect delays with the home moving process since the supply chain has been affected. For example removal companies have closed down, most Surveyors are not working as normal, some mortgage lenders have changed their position with products they are offering, and conveyancing Solicitors are working from home. Buy to let and cash purchases should be more straight forward. If you are mid-way through a sale or a purchase with us we will be in contact with you regularly to move things along as normal.
Get in touch
We expect a huge surge in demand when the lock-down is lifted so we would encourage you to enquire straight away so we can help you as soon as possible. Whatever your query, please get in touch. We’re still here to help!