Coronavirus Update

We want to assure you that if you are letting or renting with us we continue to operate with the health and safety of our customers and colleagues as our first priority.

In line with government guidance all our branches and our head office sites are open, having applied our COVID-19 governance framework including risk assessments.

We operate a “COVID-19” secure environment

We have COVID Safe processes and procedures in our branches and also when conducting viewings in clients’ homes. Our teams have been trained and we continue to monitor government advice and guidance and to update our processes and training accordingly. All the details of our COVID safe procedures can be found below.

Visiting our branches

Our branches are open and operating safely. Whatever stage you are at with your purchase or rental, we want to reassure you that we remain dedicated to supporting you in every way we can. Our branch opening hours and any changes to how they are working due to local restrictions, can be found on on our branch pages.

Please note, if visiting a branch we respectfully request you wear a face mask and maintain social distancing.

Viewing properties

We are doing physical viewings in properties, however we're continuing to encourage customers to do a virtual viewing first (if available) to reduce the number of times we're visiting a property. We have safe viewing guides in place so you know what to expect on the day at both accompanied and unaccompanied viewings.

Just to reassure you, we have used the Government Guidance for Working in Other People's Homes as the basis for our assessments and have produced the required risk assessment. This ensures our visits are carried out in a safe manner for you and our staff.

Valuations

We are visiting customer properties to do a lettings valuation. We've prepared special guidelines for you and our teams to minimise the risk of spreading COVID-19 such as handwashing, and social distancing in place and will continue to work to these even though restrictions have been relaxed. We'll send you these guidelines in advance of the valuation appointment.

View our valuation safety guidelines

Existing customer

Tenants

We continue to support our tenants in the usual way. If you need to report a maintenance issue you can do so through our Property management team. 

All contractors who attend your property will be following the usual guidelines and only entering the property if it is safe to do so.

Tenants who are self-isolating should contact us in the usual way. We can then ensure your recovery time is not interrupted by repair or maintenance activity. This will be re-scheduled for a time after the expiry of your period of self-isolation.

If you have any concerns about your current tenancy you can contact your local lettings office. We will continue to update this page as we find out more about government plans to support tenants. 

Landlords

All our standard services are operating although we may have to change our approach i.e. in relation to maintenance checks. We are keeping in touch with landlords on an individual basis to offer support. We are also supporting landlords and tenants on a case by case basis where there is potential for tenants to fall into rent arrears. 

For landlords who attend to their own repairs and maintenance issues, we recommend you review the government guidelines. 

For landlords of HMOs you should ensure that your individual tenants are able to contact each other on a collective basis, e.g. via WhatsApp or similar messaging group, to ensure that all necessary precautions are being taken and government advice followed.