CORONAVIRUS - what are our property consultants are doing to protect you?

---

The current situation surrounding the Coronavirus pandemic is a serious one which is costing lives and it would be irresponsible for us to continue as normal. Since the country went into lock down on the 23rd of March 2020 we have been operating via restricted services, but as restrictions ease, we are moving back towards normal service. This pandemic has presented a number of significant challenges to all industries and this is no different for Estate Agents or the property sector as a whole. We have endeavoured to maintain our service standards throughout, utilising innovation and creative thinking from within our global network to the benefit of our buyers and sellers, while also maintaining our health and safety responsibilities as an organisation.  

We are reviewing the situation on a regular basis with a view to improve services wherever possible while also minimising disruption to our buyers and sellers without jeopardising anyone's individual safety. Our absolute priority is the good health of our staff and the general public. With this in mind, a summary of our services and guidelines are outlined below. 

All of our property consultants in the field now carry appropriate items of PPE that help to significantly limit their physical interaction with both our clients and the property we work with (where a physical visit is applicable). However, now that restrictions have eased, these measures will be considered optional to each individual.

It is advised that anti-bacterial hand gel still be used before entering any property and once again after vacating. Each consultant will also have access to disposable gloves, antibacterial spray and wipes should they be needed. 

Each consultant will have access to a face mask which we supply and we still advise maintaining a safe distance between individuals where possible. We no longer advise our staff, buyers and sellers to wear a face mask and this is now at each person's own discretion, keeping in line with current guidance. If a vendor insists on this, then we will of course accommodate.

Please note that there is no longer a maximum limit on how many individuals are permitted to enter a property with one of our consultants, however, we do advise, no more than six people at a time in addition to our staff, unless you are attending an open day.

If any individual has concerns about a physical viewing, we will look at alternative appointment methods for you. 

If any member of the Rosedale and Jones team begin to show symptoms of Coronavirus, or indeed feels that they may have been exposed to someone with concerning symptoms, then that individual will not be permitted to work in the field for a minimum period of 7 days followed by a review before returning to normal duties and will be asked to self isolate and test during this time.

We ask that all buyers and sellers inform us immediately if they are experiencing symptoms themselves, or are worried after a potential exposure to someone else with symptoms (or a positive COVID test). If informed prior to an appointment, we can consider alternative options for your requirements, however if any individual is concerned about visible symptoms during an appointment our staff reserve the right to reschedule. We ask that all staff, buyers and sellers remain alert and if you have any concerns relating to potential Coronavirus related symptoms (see NHS guidance for further details) please speak up immediately. 

It's a legal requirement that certain items of documentation are provided by both buyers and sellers before a property transaction can take place. This can be problematic at the best of times and is even more difficult during a global pandemic where physical interaction has been severely limited.

We have made some changes to help streamline our processes as much as possible. These changes help us to keep people safe by minimising physical interactions while still allowing the required administrative processes to move forward with an individuals purchase or sale without difficulty. A wide range of digital services have now been put into place ranging from presentations, viewings and valuations to document signing, anti money laundering (AML) certifications and mortgage/legal quotations.  

We are able to send out one of our property consultants to physically conduct the appointment in a manner that is similar to normal circumstances as per the latest Government guidance. However, there are some important changes to consider. We will now use appropriate PPE and implement additional safety procedures at our own discretion, or when a client specifically requests it.

We ask the seller to ensure that their property is clean and safe for access before our arrival. This includes making sure that the property is well ventilated in advance of our visit, as this help us minimise any potential exposure for our staff. We still advise that the seller also takes some time to wipe down all door handles with anti-bacterial spray or wipes in advance of our visit.

Our consultant will arrive as planned and conduct the appointment in a normal fashion, while still following Government guidelines unless increased precautions are deemed necessary.

 Where a property presents a high risk of exposure, all parties reserve the right to conduct the appointment via digital means as an alternative method, if preferred. If any occupant of a property is self isolating, then the appointment must be rebooked for a time after the isolation period, or a virtual appointment can be explored.

What is involved with a 'virtual appointment'? 

One of our property consultants will set up this type of appointment for the seller via use of our conference calling software (ZOOM - free to download). Confirmation of the booking will be sent out along with joining instructions for the video call. Any initial questions that the seller may have will be dealt with before the call.

During the call, our consultant will ask the seller to show them around the property using a camera phone, asking questions and guiding them around the areas that need to be inspected as the appointment progresses. This process is not ideal of course, however we are finding that where a seller has a stable broadband connection (ideally fibre optic), it is still possible to conduct the appointment to a required professional standard and this process is continually being upgraded. Although rarely used at the moment, we are still offering this service if needed.

After completing a 'walk around' of the property, our consultant will work through the remaining information with the seller by sharing an online presentation which is specific to their property. Please note that we advise all sellers to log out of the call on their mobile phone after the 'walk around' and switch over to a laptop or desktop computer (where possible).

Where a property is vacant, one of our property consultants will book the viewing appointment with the buyer in a normal way:

We will arrive early for the appointment and prepare the property so that it is safe to enter. All of our consultants in the field will carry appropriate items of PPE which significantly limits their own physical interaction with both the buyer and the property itself, if required.  

Anti-bacterial hand gel will  be used before entering the property and once again after vacating (we do recommend that buyers bring their own if possible). Each of our consultants will have access to disposable gloves, antibacterial spray and wipes if needed and will take the time to make sure that all doors are moved into an open position and handles are cleaned so that our buyers do not need to touch anything during their visit. We advise that all buyers wash their hands again with anti-bacterial gel when leaving the property. 

Each consultant may wear a supplied face mask if they wish, but are no longer required to do so. We advise that a minimum safe distance of one metre still be observed at all times and that buyers to wear their own face coverings where possible, however, you are no longer required to do so unless the vendor requires it. If you have any concerns relating to a physical viewing please inform us prior to the appointment and we will look at alternative appointment methods for you, we are also offering virtual viewings for all properties where requested.

Offers of purchase are being accepted by sellers and in most cases, transactions are completing as normal, albeit still with some delays during the legal process. Our team are on hand to support buyers and sellers throughout this process as normal.

 We are able to send out one of our property consultants to physically conduct the appointment in a manner that is similar to normal circumstances as per the latest Government guidance. We will still use appropriate PPE and implement additional safety procedures at our own discretion, or when a client specifically requests it.

We ask the seller to ensure that their property is clean and safe for access before our arrival. This includes making sure that the property is well ventilated in advance of our visit, as this help us minimise any potential exposure for our staff. We still advise that the seller also takes some time to wipe down all door handles with anti-bacterial spray or wipes in advance of our visit. Our consultant will arrive as planned and conduct the appointment in a normal fashion, while still following Government guidelines, unless increased precautions are deemed necessary.   

 It is still advised that anti-bacterial hand gel be used before entering the property and once again after vacating (we do recommend that buyers bring their own if possible). Each of our consultants will have access to disposable gloves, antibacterial spray and wipes if needed and will take the time to make sure that all doors are moved into an open position and handles are cleaned so that our buyers do not need to touch anything during their visit. We advise that all buyers wash their hands again with anti-bacterial gel when leaving the property.
Each consultant may wear a supplied face mask if they wish, but are no longer required to do so. We advise that a safe distance still be observed where possible. Individuals are no longer required to wear a face mask, but can do so if they wish. If any individual insists on face masks, we are willing to oblige. If you have any concerns relating to a physical viewing please inform us prior to the appointment and we will look at alternative appointment methods for you, we are also offering virtual viewings for all properties where requested. 

What is involved with a 'virtual viewing'?

Where applicable, one of our consultants will arrange for footage of the property to be created which provides a full walk through with professional commentary and full 360 degree virtual tours are being offered (where possible and as instructed by the vendor). Our team will send the video to a specific buyer via an access link (and possibly a walk through via the internet), followed by a call the next day to answer any outstanding questions and to collect feedback for the seller.

 Offers of purchase are being accepted by sellers and in most cases transactions are completing as normal, albeit with some delays during the legal process. Our team are on hand to support buyers and sellers through this process as normal.