Our Covid promise
In this section you’ll find all you need to know about how we are continuing to provide a fantastic service to our current and future residents in light of the ongoing Covid-19 pandemic. From before you move in, to the day you arrive, and throughout your time living with us we promise:
- To build thriving communities both in person and online.
- To keep you updated with the latest official advice & guidance.
- To ensure our homes are as safe and healthy as possible
We’ve already put lots of plans into action including:
- Reducing face to face interactions using technology and installing perspex screens.
- Advising that staff and residents wear masks throughout the property when not behind perspex screens
- Undertaking enhanced cleaning and disinfection of all communal areas
- Additional Covid-19 training for all of our fantastic Residents Teams
- An updated move-in programme to ensure everyone is Covid-Courteous
Below we’ve answered some frequently asked questions to outline the steps we have taken so far and our plans moving forward. We’ll be updating these pages regularly so please come back for the very latest information.
Our COVID FAQS
Yes, and whilst we appreciate you may not be able to attend a viewing in person, we can arrange virtual viewings at a time that suits you! One of our team will take you on a bespoke personal virtual tour of the property, and answer any questions you have on what it’s like to live there! Just get in touch with the General Manager of your chosen location to book.
Whilst none of us know what the next few months will bring, we can promise you that we will provide you the very best living experience during your stay. We pride ourselves on an exceptional standard of service and we will not let Covid-19 get in our way!
We continue to keep a close eye on government advice across the UK, and putting in place a range of measures to ensure our properties are fully Covid-Secure, whilst promoting a Covid Courteous culture and minimising any impact on our residents.
At selected properties we’ve introduced Facebook pages which allow you to meet your fellow residents online and join community events such as virtual cocktail making and quizzes. We are now enabled to start to provide in person social events; please look out for these events in the coming months.
We continue to provide a staff presence at all of our locations to ensure that the properties remain safe and the welfare of our residents is maintained. Those properties which offer a reception service continue to do so, although opening hours may be different.
Whilst we are encouraging Social Distancing in line with Government Guidelines, all of our Residents’ Team are directly contactable by phone or email with any queries or concerns, or just for a friendly chat. We just ask that when visiting Reception, or collecting parcels that you maintain social distance with other residents and our staff and keep washing your hands regularly.
All of our social spaces and gyms are now open. However, there may be times when, following guidance from Public Health England to ensure the health and safety of our residents and staff, these may need to close. If there is a change of guidance, or the infection rate within a property rises, we will let you know.
Yes. We have implemented strict control measures to ensure that any maintenance required in your apartment can be carried out safely with minimal risk to you and the operative. Our protocols include social distance between maintenance operatives and members of your household. Where this isn’t possible our staff will wear face masks. Technicians will sanitise hands before entering your apartment and when leaving and wipe down all surfaces once the work is complete. When we need to use external subcontractors we will ensure they agree to our new measures. No non-essential maintenance will be carried out in apartments where someone is self isolating or shielding.
We continue to carry out tests on safety systems such as the fire alarm system. This will be done by our Maintenance Technician or Contractor who has to follow strict Covid-19 safe working practices.
If you are isolating within one of our apartments you should minimise all contact with your flatmates during this time, for example by using the shared facilities such as the kitchen areas when they are not already in use by another member of your new household.
If you have any maintenance issues please contact your General Manager as normal.
Government guidance on the handling of post indicates that the potential risk of transmission of the virus in this way is very low. There is however a risk in receiving post and deliveries from the delivery agents and passing them to yourselves. Where our Residents’ Team take in mail and parcels we have implemented a safe working procedure for you to pick up your mail.
Apartment inspections are a way to ensure that all our residents live in a comfortable and clean environment. We are currently reviewing our internal procedures to enable apartment inspections to be completed safely during this time.
Your apartment or studio is your home. For this reason we will ask you to follow the latest Government Guidance on whether visitors are permitted inside the home. For the safety of everyone in the property there may be times when we need to limit our social spaces to Residents only – if this needs to happen we will let you know. We appreciate this is a difficult time for everyone and it can be hard to keep up with the latest guidance so we will always keep you updated and if you’re unsure please just ask – we are here to help!
The Ministry of Housing, Communities and Local Government in the UK has provided additional advice to Landlords and Tenants to respond to the Covid-19 outbreak including the need for Tenants to pay their rent, and for Landlords to make reasonable adjustments for payment plans. Please contact us if you are facing difficulties so that we may discuss this further with you.
The scientific evidence suggests that the most effective method of protecting yourself is to social distance, wash hands and keep surfaces clean. We also ask you to use the hand sanitiser dispensers which are placed at the main entrance to the property. Whilst legal restrictions have now been removed across the UK, you will notice that around our properties we have placed signage regarding social distancing, wearing of masks and washing of hands. These requirements are advisory, but we hope that you will continue to follow this advice and contribute to our Covid courteous culture and assist in maintaining a Covid safe property.
You will have seen our cleaning teams disinfecting all high traffic touchpoints, such as door handles and banisters. This is to reduce the risk of the infection spreading through those areas of the property that you touch the most.
You can also help protect yourself by frequently washing your hands for a minimum of twenty seconds and every time you return to the property following a trip to the shops or you’re your outdoor exercise.
If you are living in any of our properties and are contacted by your local public health body (track and trace) to alert you that you have had recent contact with someone who has tested positive for Covid-19, we would appreciate you letting your General Manager know so that we can help you isolate for the required period.
You will notice our team wearing masks when walking around the property and we ask all residents to do the same, these will not be required when using our social facilities. This is for the protection of everyone and is a simple step we can all take to make the property as safe as possible.