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COVID-19: We're still open and operating safely

Coronavirus Update - Second Lockdown

Following the Government’s latest announcement of a Second Lockdown in England, commencing on Thursday 5 November, we want to assure you that if you are buying, selling, letting or renting with Your Move we will continue to operate with the health and safety of our customers and colleagues as our first priority.

The government has stated that it is important to keep property transactions moving and to ensure the safety and well-being of tenants. Therefore our sales and lettings operations will continue as we have done in recent months; all our normal lines of communication remain open and we will be available as normal via phone and/or email.  You can still visit our branches – with a pre-booked appointment. Whatever stage you are at with your purchase or rental, we want to reassure you that we remain dedicated to supporting you in every way we can during this difficult time.

We have worked hard in recent months to introduce COVID Safe processes and procedures into our branches and also when conducting viewings in clients’ homes. Our teams have been trained and we continue to monitor government advice and guidance and to update our processes and training accordingly. All the details of our COVID safe procedures can be found on this page.

How we are operating during the Coronavirus pandemic

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.

In order to visit our branches it will be necessary to make an appointment – preferably by phone – in advance, and only one or two customers will be allowed in the branch at a time – depending on the size of the branch. We may also be able to make an appointment for customers that do call into branch but this will depend on how many people are in the branch at that time. It is therefore advisable to call in advance.

The branches’ opening hours can be found on the individual Your Move branch pages.

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.

The performance of both our residential sales and lettings services will require us to gain access to your home or property. We have considered the government guidelines and adopted a risk assessment to ensure that our staff can make these visits safely whilst following all guidelines

SELLERS and BUYERS, new LANDLORDS and new TENANTS

It is now possible to invite Your Move to value your property with a view to selling or letting it. Special guidelines have been prepared for both you and for our teams to enable appointments to take place whilst observing activities that contribute to minimising the risk of spreading COVID-19 such as handwashing, and social distancing. You will be sent these guidelines in advance of any valuation appointment.

It is still possible to physically view properties that are for sale or to let. In addition to this, many of our branches have the facility to offer a 360° virtual viewing first, so you can confirm whether you really do want to visit the property in person. When a physical viewing does take place, guidance will be sent to all parties involved in advance of the meeting, for both accompanied and unaccompanied viewings.

TENANTS renting in ENGLAND

If you have any concerns about your current tenancy, please follow the usual communication route via the Lettings Hub, your local lettings office or direct to your landlord.  

TENANTS renting in SCOTLAND

If you have any concerns about your current tenancy, for lettings repairs or maintenance, terminating a let or checking out, renewing or extending a let or the return of a deposit, please email bathgatelettings@your-move.co.uk or contact your local branch. 

LANDLORDS letting with Your Move

All our standard services are currently operating although this most recent announcement will inevitably affect some and we may have to change our approach i.e. in relation to maintenance checks. We are keeping in touch with landlords on an individual basis to offer support. We are also 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.

Mortgage/Protection Applicants

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. Complete our online form and we will call you back to make an appointment.

If you are an existing customer and are not able to reach your Financial Services Consultant, please call our Centralised Team on 01392 453 588 or email mortgages@embracefs.co.uk.

Insurance Applicants

We are pleased to advise that all transactions relating to our insurance department are continuing to be processed.

Summary

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 families, well.

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