Tenant Service Update: Covid-19


This is worrying time, but we want to reassure our Tenants that we are here to support you. This article will be kept up to date with the latest measures we are taking to adapt the business so that we are able to continue to provide our Tenants with an important service during this unprecedented time.

We are committed to doing our very best to help prevent the spread of COVID-19 and are responding daily to advice from ARLA and Public Health England. This post will be kept up to date with the latest information for our Tenants.


Update as of: 18th March 2020

The Government announced that as of 13th March, Agents are permitted to resume property services including conducting valuations, viewings, move ins, inspections, check ins, check outs and inventories.

We spent last week reviewing and updating our operating procedures in line with Government advice and have resumed property visits as of Monday 18th March 2020.

For further details on the new safety measures we have implemented please click here.

Branches Not Yet Open to the Public

As of 18th March, some staff will return to the branches. However, we remain closed to the general public and any appointment - e.g. for dropping off keys - must be scheduled in advance.

Our usual phone lines are still open and our Administrative Team are working hard to answer any queries. We have heavily embraced Video technology to conduct meetings and Video calling through FaceTime, WhatsApp and Zoom so that we can maintain a personal level of service. Please note that we are not currently open on Saturdays.

Property Visits and Viewings

As of 18th March, we will be resuming property visits and viewings in line with government safety measures. However, we are still urging customers to make use of our virtual tools in the first instance, such as utilising virtual viewings wherever possible.

If you are self-isolating, symptomatic or shielding then it is imperative that you let us know so we have a record of it.


We are continuing to provide 24/7 online repair reporting for your Tenants through Fixflo, and our Property Managers are able to video call with you to help diagnose the issue, assess, advise and potentially even talk you through the self-repair of minor issues. We can now provide maintenance on properties where it is safe to do so.

Paying your Rent

Rent will continue to be due as per the Tenancy Agreement and fixed term tenancies will follow to their end date. It is important that you let us know if your rent is going to be late, so that we can make your Landlord aware of the situation and work with you to get through it. Communication is so important in these unprecedented times. If you are having financial difficulties as a result of Covid-19, we would encourage you to apply for Statutory Sick Pay and Universal Credit if you are eligible. The Government has introduced temporary changes to make it easier to apply. Further details can be found here https://www.understandinguniversalcredit.gov.uk/coronavirus/. We hope that the government will announce further measures to support businesses and tenants in the near future.

Contacting the Team

We continue to be available by phone, email and in branch and should you have any maintenance issue this should be logged in the usual way. Out of hours support is available by calling the office number and through Fixflo as standard

Please do take care, look after yourselves and ensure you keep abreast of the most up to date advice as it changes rapidly.

We thank you in advance for your patience and co-operation during this unusual time.

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