Our response to Covid-19

UPDATED 13th May 2020

As I’m sure you’re all aware, Coronavirus (COVID-19) has been putting increased pressure on businesses across the UK.

We also recognise the unique role that we play in our customers’ day to day activities and we, therefore, wanted to share our commitment to maintaining service continuity so our customers can stay focused on their own daily lives. To ensure the COVID-19 crisis will not impact us or the level of service, here are the measures we've taken:

OFFICE & TEAM:

• Following official guidelines: Our offices are strictly adhering to all guidelines from the Center for Disease Control (CDC) and the World Health Organization (WHO), and our staff are taking all preventative measures seriously.

• Working remotely: We operate day to day via cloud-based systems and therefore we expect any disruption to our level of service to be minimal. We’ve already arranged for all members of staff to have access to a computer and telephone system. Property Management services such as responses to maintenance issues and accounts will not be affected.

• Opening the office: The physical office is open by appointment only and all members of staff adhere to social distancing while mitigating our risk of contact as much as possible.

• Travel restrictions: We love travelling to meet our customers, for the time being, we’ll be halting all travel and conducting the our meetings virtually by phone/video call.

• Managing employee illness: Employees who are not feeling well are instructed to stay at home. If they, or a family member, are diagnosed with the virus, our team will be immediately notified. No Property Genius employee', as of sending this email, have contracted COVID-19.

VALUATIONS & VIEWINGS:

• Remote Viewings: Due to social distancing restrictions and government guidelines, we can show properties through EyeSpyLIVE™️. Viewers can join one of our agents inside a virtual tour, where all parties can see and hear each other. Imagine FaceTime or Skype inside of a 360-degree virtual tour. That way, buyers and tenants can learn about the property and ask questions whilst being shown around. There’s nothing to download, and no registration needed.

• Physical Viewings: Our focus remains on virtual activity in the first instance with physical viewings only taking place where there is serious intention to rent or buy. Arrangements for viewings should only involve the number of participants that are essential. We will accompany physical viewings and seek to maintain a minimum of 2 metres distance from others wherever possible. No open house viewings are permitted, and we ask any potential viewer to discloses any Coronavirus symptoms.

• Making reasonable, regular checks: We ask if our customers have returned from an impacted area, have a high temperature or a recent dry cough or have had any contact with anyone with symptoms. If they have, we will not conduct the viewing.

REFERENCING AND MOVE-INS:

• Referencing Remotely: All our processes are carried out online through our website and third party referencing company Goodlord. There are no forms to print off and ID verification can take place over video call if required. Please note, referencing can take a little longer due to prospective tenant’s employers taking longer to respond themselves.

• Moving In: Once referencing has been completed, the tenancy documentation can be signed online and the rent and deposit can be paid through bank transfer. If possible, we can post keys to you if there is enough time, or a set time can be arranged to facilitate the hand over of keys at the office at an agreed time while exercising social distancing.

INSPECTIONS & MAINTENANCE

• Property Inspections: We’re holding off on conducting property visits and providing our reports until further notice. However, we have an option of remote ‘Virtual Visits’ will allow tenancy compliance standards to be maintained, documented and communicated remotely. This can happen by way of an initial phone call to the tenants, followed by triggering our templated report electronically with an audit-trailed responsive webpage between all parties with photo upload tools. This will ensure compliance throughout this difficult period.

• Restricted maintenance responses: We must consider whether it is absolutely necessary to deploy a contractor right away. All essential required works will continue as normal unless a tenant has the symptoms of the virus. Where a tenant refuses access to a property, we’re ensuring this is documented to ensure compliance is met.

RENTAL PAYMENTS

• Rental payments & arrears: Where a tenant is suffering with financial uncertainty, we ask they inform us right away so we can put together a plan of action. An early conversation between landlord and tenant can help both parties to agree a plan if tenants are struggling to pay their rent. This can include reaching a temporary agreement not to seek possession action for a period of time and instead accept a lower level of rent, or agree a plan to pay off arrears at a later date.

• Evictions & Possessions: When using either Section 8 or Section 21 notices to quit, landlords must give at least three months’ notice before they can apply to the court for possession. This applies regardless of which ground is used for Section 8. All new or existing claims for possession are suspended for a 90-day period from 27 March 2020.  The legislation covering notice periods is in force until 30 September 2020. It is subject to review and may be extended.

• Universal Credit: Tenants can apply for Universal Credit online and can receive up to a month’s advance upfront without physically attending a job centre. If individuals are suffering from Coronavirus or are required to stay at home and want to apply for Employment Support Allowance (ESA), the usual seven-day waiting period for new claimants will not apply. ESA will be payable from day one www.gov.uk/apply-universal-credit. If an individual cannot work due to Coronavirus and is eligible for Statutory Sick Pay (SSP), they will get it from day one, rather than from the fourth day of their illness. This applies retrospectively from 13 March 2020. People receiving benefits do not have to attend job centre appointments for three months, starting from 19 March 2020. The government has increased the standard allowance in Universal Credit and the basic element in Working Tax Credit for one year. If individuals are already receiving Personal Independence Payments, ESA, Universal Credit or Industrial Injuries Disablement Benefit they will continue to receive their current payments as normal.

If you have urgent concerns visit: www.nhs.uk/conditions/coronavirus-covid-19

Latest Government advice: gov.uk/guidance/coronavirus-covid-19-information-for-the-public

We are prioritising our customer’s needs and will make any necessary changes to continue to support you and avoid any disruption to your service during this time. If you have any questions, please don’t hesitate to reach out.