We are open!
We're pleased to say all our branches are now open.
In line with government guidance all our branches and some of our head office sites are now open, having applied our COVID-19 governance framework including risk assessments.
We are pleased to confirm that we operate a “COVID-19” secure environment.
Visiting our branches
Whilst our branches are now open, we ask that you call to make an appointment to see us. This allows us to ensure that we only have the permitted number of customers in our branches at any time and that we have an agent available to see you. Please note, under current Government guidance you will be required to wear a face mask whilst in branch.
Our branch opening hours can be found on our branch pages.
Track and Tracing data
To support the NHS Test and Trace in England, Test and Protect in Scotland and Test, Trace, Protect in Wales some organisations in certain sectors of the economy can volunteer to collect the details, and maintain records, of staff, customers and visitors on their premises. Participation in this scheme for both businesses and individuals is voluntary. Just so you know, we always record customer enquiries in our customer system in order to provide our services to you and your rights over the use of the data are unchanged and outlined in our Privacy Notice. However on request from the relevant Government Agency we will provide your contact information to support the wider public interest of suppressing the COVID-19 virus. Please let us know if you would prefer for us not to share your data in this way.
We are now able to provide physical viewings in properties, however we ask customers to do a virtual viewing first (if available) to reduce the number of times we're visiting a property. We have produced some guides so you know what to expect on the day and how we are keeping viewings safe for 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.
Intercounty guide to safe viewings
Safe property viewings
Whether you're viewing a property to buy or let or a seller or landlord worrying about having people in your property, find out more about how we're making property viewings safe for everyone.
Booking a valuation
It's now possible for us to visit your property to do a 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. We'll send you these guidelines in advance of the valuation appointment.
Whilst our Financial Consultants are now able to conduct physical appointments, we strongly advocate a video or telephone appointment. Our Financial Services partner, Embrace, will send you your own secure link to a video call with comprehensive instructions of how to set it up.
If you want to speak to a professional adviser about your mortgage, you can book an appointment below.
For customers who have already applied for a mortgage through Embrace Financial Services, the mortgage progression team continue to operate as normal with contingency plans in place should alternative locations be required over time. They will continue to work closely with all parties concerned to move your mortgage application forward as planned.
We are pleased to advise that all transactions relating to our insurance department are continuing to be processed.
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.
All our standard services are currently operating although the most recent announcement will inevitably affect some and we may have to change our approach i.e. in relation to maintenance checks. We will be in touch with landlords on an individual basis to offer support. We will also be 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.
We hope that this information has proved useful and we will, of course, be continuing to monitor government advice and guidance and provide any relevant updates to our teams on an ongoing basis and to our customers, as required.
Overall we remain dedicated to supporting you in any way we can during this difficult time and would like to take the opportunity to thank you for your continued support and patience. We wish you, and your family, well.