As I'm sure you're aware, a 3-week lock-down was imposed last night which means we are switching the way that we are working in order to best maintain our exacting customer service standards to you.
In this newsletter, I will be addressing how we will be working remotely, explain our viewings policy and inform you on upcoming Tenancies – updates on other areas will be sent out in due course.
All office calls answered as normal, using remote access
We are continuing to operate a full working schedule when it comes to answering all office telephone calls and emails - so should you need to speak to us, nothing changes - we are available and happy to help.
Out of office hours, our 24-hour emergency call centre is carrying on with its full service as usual, which means every single inbound call will be attended to 24/7/365.
What's App Video Viewings on Nottingham Properties
Just because we are not able to make property visits, it certainly does not mean you lose out on a potential Tenancy.
We have already rolled out video viewings using What's App which are working incredibly well - when a potential applicant calls our office to enquire about your property, we send out the video straight away - we then arrange to speak with the applicant, iron out any details, contact you to discuss terms and reserve the property as normal.
All Tenancies currently under Application due to go ahead
Our schedule is to continue with every single Tenancy that is currently under Application. We had already planned a solution to this in case of a lock-down and have therefore introduced remote methods for Tenant signatures in respect to the Tenancy Agreement - as for the releasing of keys, we will organise 'isolated key collection' on the Tenancy Start Date.
Whilst we fully expect these Tenancies to go ahead, we will prepare a video viewing for these listings also - should we need it, we can trigger new viewings and applicants immediately.
If you do have an upcoming Tenancy, our Head of Sales and Lettings Sam will be making contact with you this week, to discuss the specific circumstances of your Tenants - to run through the detail and any contingency if required.
A personal note from me
What a difference a few days makes - but I'm 100% confident we have the right team, the right systems and mostly the right approach to continue offering the highest levels of service.
For my team and me, everything we do is focused around our 4 Core Principles:
1. Above all else, any correspondence you call or write in with will be responded to without delay
2. We will continue to manage and minimise the time, hassle and unnecessary spend for you as our customer
3. All plans of action will be discussed and diarised, fully keeping you up to date throughout
4. Despite the circumstances, we will carry out our duties in a bright and pro-active way
Thank you again for allowing us the opportunity and responsibility for looking after one of your most valuable assets - it's a huge responsibility that we all take extremely seriously and are proud to be able to deliver on.
As I mentioned in my last newsletter, we will carry on generating more and more ideas on how to stay one step ahead, we will be extremely vigilant in conforming to all guidelines as they develop and will of course carefully monitor the situation as changes are introduced.
I will keep you posted on the measures we have put in place to help protect all parties whilst ensuring your investment is performing well. In the meantime, if you would like more information about our coronavirus policy and changes, please email our General Manager Scott (firstname.lastname@example.org) – he will be available to answer any questions.
Posted 24 March 2020
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