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Covid-19 Advice & FAQs

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

Seller FAQs

  • Will your offices be working during the national lockdown? Chevron Down IconIcon set Chevron Down


    Yes - We will be working as usual between Thursday November 5th and Wednesday December 2nd.  Our colleagues remain available with viewings and market appraisals still possible subject to a number of enhanced controls.  If visiting one of our offices please let us know in advance so that we know when to expect you.  Please remember to wear your face covering.


    Yes - We have now opened the majority of our High Street branches across all protection levels in Scotland with Government guidelines designed to protect our colleagues and customers. Please contact us by telephone or email before visiting to check we are open and that a colleague will be available. Where your preferred office is yet to reopen we are covering appointments remotely.  Please remember that you are now required to wear a face-covering whilst visiting our offices. 

    People can move home in all protection levels including between areas with different levels.  This includes visiting estate or letting agents, developers sales offices and show homes.


    Yes – The majority of our High Street branches reopened when circuit breaker restrictions ended on November 9th.  Please contact us by telephone or email before visiting to check that a colleague will be available.  Please remember to wear a face-covering whilst visiting our branches.  You will also be able to check-in using the NHS COVID-19 App.  We will request your details for Track & Trace purposes.     

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

    This is one of the things that has not changed 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 every day and we are carrying out viewings in a safe and socially distant way. Given the current significance of appearing appealable online if you haven’t you may want to consider our Premium Marketing Pack.

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

    Yes, virtual viewings will be used whenever possible to help limit the number of viewings you need to arrange. Prior to the appointment, we will provide you with details of how it will be conducted and what is required to help keep everyone safe.


  • What measures are in place for when your staff visit my property? 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.
    • Where possible you should not be present when the property is being shown to members of the public.
    • No more than 2 households should be at the appointment. Agents count as one household.    
    • Appointments will be limited to 15 minutes,
    • Appointments should not be double booked with anyone else.

    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.
    • Where possible children should not be present in the property and should vacate whilst we are in attendance. Pets should please be contained.
    • We advise that you wear a face covering during the appointment.
    • From arrival at the property, a 2m distance should be maintained between all persons. In England only this may be reduced to 1m where absolutely necessary. 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 will be wearing a face covering.
    • They may 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 as committed as ever to progressing your sale to exchange of contracts. You can also contact your lawyer or legal advisor for updates. We will still pursue all parties involved and provide you with regular updates. We are here to help so please don’t hesitate to contact us. 

  • 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 property chains and we will still proceed with your sale, liaising with all the key parties. 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

    There is no reason to put your property purchase on hold at this time, in fact as well as seeing a demand in sales the latest data from Rightmove shows that house prices are largely working in the Sellers favour. We will work with you to ensure that viewings are carried out in a safe way that puts you at ease and protects your property; the safety of all of our customers remains our utmost priority. Our local property experts will always be here to go the extra mile to ensure that your sale is successful.

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

    Yes, you can. We can visit your property to carry out a safe and socially distanced valuation. However, we recognise that some Sellers may not want, or are not able, to have people within their home. In this case, we can give a remote valuation based on the latest market conditions. Please use the “Valuation” tool on our website or contact your local branch for more information. 

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