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COVID-19 Statement

We’re delivering the vast majority of our normal services now. In some cases, we’re doing things a little differently to ensure that our residents and staff remain safe and that we’re following government guidance. We’ll continue to update this page with new information as quickly as we can.

Keeping in touch

Your dedicated site or property manager remains your main point of contact for any queries. Outside normal office hours, your call will be automatically redirected to the correct out-of-hours service. They’ll observe social distancing and follow government guidelines at all times.

If you or anyone in your household has any symptoms of Covid-19, please self-isolate in line with Public Health England’s guidelines. Where possible, please let your Property/ Site Manager we can make a note on our system. This will help us to notify cleaning teams and any repairs contractors who may need to access your home so they can carry out appropriate risk assessments.

Estates and communal areas

By following government guidance, we will all help to keep ourselves and each other safe. Please continue to follow government guidance on social distancing.

Paying your rent

We know this is a difficult time and we understand the problems you face if you suddenly have less income than you expected.

If you’re facing financial difficulties due to loss of earning or becoming unemployed, we sadly cannot offer rent holidays however will attempt to guide you to claim the right benefit that will help you pay rent and sustain your tenancy through this period. Please contact your Property/ Site Manager.

Visiting our offices

Our offices remain closed to the general public. Please contact your Site/ Property Manager via telephone or email instead of visiting an office if you need to speak to someone.

Moving home and sign-ups

Under new regulations, you are free to move home. This means that we can accommodate physical viewings upon request however, the health and safety of our staff, Tenants, and prospective customers remain our top priority. Our staff will be observing all government guidance and we ask that our customers do the same:

  1. Initial viewings should be done virtually wherever possible. We have many virtual tours available on so many of our properties!
  2. To support this, our staff may ask home occupiers to conduct virtual viewings. This will help reduce the number of properties people need to visit before finding their future home.
  3. If you or any member of your household are experiencing symptoms or have been self-isolating then the viewing appointment should not go ahead.
  4. Social distancing guidelines should be observed at all times. This includes keeping a 2m distance from others where possible.
  5. All physical viewings where prospective buyers or renters will be entering the property should involve no more than 2 households inside the property at any one time. This includes any agent accompanying either party. Anyone in a support bubble with either household, however, will count as part of that household.
  6. The property should be viewed by the prospective Tenants only. Please refrain from bringing other people along, even if they are currently living within the same household.
  7. Avoid touching any surfaces during the viewing, this includes door handles. Wash your hands before and after the viewing or use hand sanitiser.
  8. If your property is being viewed, you should open all the internal doors prior to the viewing, and allow access to handwashing facilities and ideally separate towels/paper towels.
  9. Current Tenants will be asked to vacate the property whilst the viewing takes place to minimise health risks.
  10. Our staff will try to accommodate all viewing requests however you may have to wait slightly longer than usual for the viewing to take place as our team is continuing to observe travel and social distancing measures.
  11. Once the viewing has taken place, the homeowner should ensure surfaces, such as door handles, are cleaned with standard household cleaning products and towels disposed of safely or washed as appropriate.
  12. When moving between properties, you and those in your household should try to do as much of the packing yourself as you can. Where this is not possible, you should speak to removal firms in advance.

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