COVID-19 Update 20th May
Latest advice & FAQs

Covid-19 FAQs

For added peace of mind, we thought we’d put together some FAQs which might help to answer your queries or concerns at this difficult time.

Seller FAQs

  • When are your branches reopening? (updated 13th May) Chevron Down IconIcon set Chevron Down

    Following the Government’s announcement confirming the re-opening of the English Housing Market on May 13th we are finalising plans on the re-opening of our English offices whilst ensuring the protection of colleagues and customers alike. Restrictions in Wales and Scotland remain in place.        

    In the meantime you can email us using the branch email address on our website.   

  • How will you market my property during this time? Chevron Down IconIcon set Chevron Down

    This is one of the things that will not change significantly. We will make sure that your property appears on all of the property portals, Rightmove, Zoopla, and Prime Location. Your property will also appear on our Websites. Remember that 90% of people start their house search online and with more people at home this may well increase. We still have new buyers registering with us so as soon as we are able to start viewings safely, we will have potential buyers ready and waiting.

  • Can potential buyers view my property? Chevron Down IconIcon set Chevron Down

    In England, Govt. has confirmed that subject to a number of restrictions individuals from the same household can view a property they are interested in. However, restrictions remain in place in Scotland & Wales. Virtual viewings will be used whenever possible to help limit the number of people entering your property. Prior to visiting we will provide our terms of engagement outlining what to expect and the preparations required.

  • What measures are in place for when your staff visit my property? (Excl. Scotland & Wales) Chevron Down IconIcon set Chevron Down

    Booking your appointment

    • When making an appointment you will be asked if you or any of your household has shown symptoms of Covid-19 or has tested positive in the last 14 days. If yes then we will not be able to proceed with the booking.
    • We will also ask if you are officially shielding anyone at the property or whether you or anyone present at the property is in the vulnerable category. If yes then we will not be able to proceed with the booking.
    • Appointments should not be double booked with anyone else. Where possible we should be alone in the property.


    Key collection

    • If we need to collect keys, they should be left in an agreed place to avoid any unnecessary face to face contact of less than 2m. You may be asked to place the keys in an envelope or bag that we will provide. We will only touch the keys once we are wearing gloves. We may also disinfect the keys.


    Arriving at the property

    • If anyone is presenting Covid-19 symptoms when we arrive at the property we will be unable to proceed.
    • The number of persons per appointment in addition to our colleague will be limited to 2 individuals from the same household.
    • Where possible children should not be present in the property and should vacate whilst we are in attendance. Pets should please be contained.
    • Upon arrival at the property, we would ask that the 2m distancing rule is adhered to at all times. Ideally, the occupants should vacate the property whilst we are in attendance, and at the very least they should not be in the same room at the same time.
    • We will aim to limit our time in the property and will answer any questions either outside of the property or over the telephone.  


    Preparing the property

    • The property should be well ventilated with fresh air prior to our visit but the windows must be shut prior to arrival when photos are taken.
    • All light switches, door handles and other key contact surfaces should be sanitised with a disinfectant prior to our arrival.
    • All lights should be on and internal doors open. We will photograph and leave the property as we find it
    • The property should be ready to be photographed. We will not be tidying things away or moving furniture.


    We may appear different

    • Our colleague will use hand sanitiser or will request to wash their hands upon arrival at the property; they will do the same before leaving.
    • Our colleague may be wearing protective Face Masks, Gloves or Shoe Covers.
    • They will carry disinfectant spray with them and may need to use this for keys, their kit or even in some areas of the house if they feel they need to.



    • We will politely decline any offers of refreshments
  • Can you still progress my property sale? How will you do this? Chevron Down IconIcon set Chevron Down

    We are committed to progressing your sale to exchange of contracts in the same way we normally would. You can also contact your lawyer or legal advisor for updates. As conditions change we may need to adapt your completion date to ensure we are complying with the latest government guidelines. If you need something urgently from us, please click the "Chat with Us" button on the right-hand side and choose the "Urgent Enquiries" menu option. One of our team will take some details from you and arrange for someone locally to be in touch.

  • If the chain collapses in my sale due to the issues we are facing, what will happen? Chevron Down IconIcon set Chevron Down

    We are experts at progressing sales and managing chains and we will still proceed with your sale, liaising with all the key parties. These are uncertain times and we will support all customers and keep you updated. In the unfortunate event that your sale does fall through, we will work with you on a plan for your property and your circumstances.

  • Should I place my property sale on hold? Chevron Down IconIcon set Chevron Down

    At present we are still seeing customers registering to buy houses with us and requesting viewings. With 90% of buyers house search starting online we would recommend keeping a digital presence during this period. We will of course work with you on a personal plan for your property.

  • Can I get a valuation and find out how much my property could sell for? Chevron Down IconIcon set Chevron Down

    Following on from the government's most recent announcement, we are working hard to reintroduce valuations in England in a safe way for the health of our customers, colleagues and communities. Restrictions still remain in Scotland and Wales so valuations will not take place there. Further updates will be posted on our website to keep you updated with the changing situation. You can get an instant valuation via our online valuation tool.

Read all our FAQ's here

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Buyer FAQ's

Tenant FAQ's

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Landlord FAQ's

Conveyancing FAQ's

Any legal issues?

Conveyancing FAQ's

Surveying FAQ's

Need to know the condition of a property before you buy?

Surveying FAQ's

Mortgage and Protection FAQ's

Looking for a mortgage?

Mortgage & Protection FAQ's