Covid-19 Update


England have recently relaxed restrictions on Agents but in line with government guidelines regarding Coronavirus, our branches are still temporarily closed. However, you can still contact us online, on the phone or by email. Please visit our Customer FAQs page in the first instance and if you're not able to find what you're looking for email us or call our customer support team on 02922401876. Our phone lines are very busy at the moment and we're prioritising those customers that need to speak to us urgently, so if your call isn't essential, please email us or call back another time. We appreciate your patience and understanding.

COVID - 19 information Hide

COVID19 FAQs

Seller FAQs

My local branch is closed, are you still open for business? 

In accordance with government guidelines regarding Coronavirus, to protect our colleagues and our customers our branches are temporarily closed, but our teams continue to work for our customers, so you can still contact us by email, telephone or online chat please click here for your local branch contact details.

Please be assured as there are any notable changes in the situation we will keep you fully informed.


How do I contact you while your High St branch is closed?

You can contact us on the usual branch contact telephone number, email address or online chat please click here for your local branch contact details.

 

My property is on the market, how are you promoting it?

The marketing of your property will continue, making full use of Rightmove, Zoopla and our own website, with the only difference being viewings would not currently be scheduled. Please be assured that we will take contact details of any prospective buyer showing an interest in your property over this difficult time and contact will be maintained with them until such time as we are able to schedule viewings again.

Should you wish to discuss your own personal circumstances, please contact us on the usual branch contact telephone number, email address or via online chat please click here for your local branch contact details.

 

How will you manage viewings safely, at this time?

In accordance with government guidelines regarding Coronavirus, to protect all our colleagues and customers, we are not able to conduct viewings at this present time. If you have purchased a marketing pack with us that includes a video tour, any interested buyers will have the full benefit of this feature.

Should you have any further questions please do not hesitate to contact us by email, telephone or online chat – please click here for your local branch contact details.
 

I have agreed an offer on my property, can you still progress my sale?

Our Panel lawyers will continue to progress your sale, however please be aware that this process is likely to take longer than normal.

Your personal situation, including your chain, will be in a unique position and we recommend that you maintain regular communication with your solicitor, who will keep you fully informed of the situation as it develops.

As government guidelines are updated this may affect how we and your solicitor progress to ensure we continue to comply.

 

If our chain collapses, how will you manage this?

Using all our experience we will ensure where there is a chain that we maintain regular contact with all parties involved and do our absolute best to ensure your chain does not collapse. However, due to these unprecedented times there is a possibility situations may arise out of our control that could result in a break in your chain. Please be assured should this happen we will contact you and continue to act in your best interests at all times deciding between us how best to proceed to suit your individual circumstances.

How do I pass the keys to my purchaser if your branch is closed?

We will contact you once a moving date has been agreed to make arrangements based on your personal situation.
 

Buyer FAQs

How do I contact you when your High St branch is closed?

You can contact us on the usual branch contact telephone number, email address or online chat please click here for your local branch contact details.

 

Can I still view a property I’m interested in?

In accordance with government guidelines regarding Coronavirus, to protect all our colleagues and customers, we are not able to conduct viewings at this present time.

A high number of our properties already include a video tour which you will be able to view via Rightmove, Zoopla or our own website.

Please be assured that we will take your contact details during this difficult time and contact will be maintained with you until such time as are able to schedule viewings again.

Should you have any further questions please do not hesitate to contact us by email, telephone or online chat – please visit our website for your local contact details.
 

I had put an offer in on a property, what happens now?

The vendor of the property would be informed of any offers we receive, and should this be agreed, solicitors can be instructed to proceed with the sale, however please be aware that this process is likely to take longer than normal.

Your personal situation, including any chain, will be unique and we recommend that you maintain regular communication with your solicitor, who will keep you fully informed as the situation as it develops.

As government guidelines are updated this may affect how we and your solicitor progress to ensure we continue to comply.

Should you have any further questions please do not hesitate to contact us by email, telephone or online chat – please visit our website for your local contact details.

 

Should I put my purchase on hold for now?

At this stage there is no reason to put your property purchase on hold although your solicitor may be working to more strict guidelines the closer you are to an exchange of contracts. Please contact your conveyancer for further clarification on this.
 

Can I still use a removal company and complete my purchase now we’re in lockdown?

We would need to refer to the Government guidelines once a moving date had been agreed.
 

How do I collect the keys to my new home if your branch is closed?

We will contact you once a moving date has been agreed to make arrangements based on your personal situation.

 

Mortgage and Protection FAQs

Mortgages

Will I still be able to get a mortgage?

Whilst there are some mortgage lenders who are reviewing their processes following the Government advice regarding Coronavirus, there are still lenders who are offering mortgage deals that are available via one of our mortgage consultants. If you need any mortgage and protection advice one of our team can speak to you over the telephone to discuss your requirements in detail. Please click here for your local branch contact details.
 

I’ve submitted my mortgage application, but will it still go ahead?

This will vary depending on the lender that your mortgage has been submitted to. Our mortgage services team will use their experience to guide you through any changes to applications already submitted, should this be necessary.

In the first instance, please contact your mortgage co-ordinator at our Mortgage Business Unit (MBU) on 01525 244529 should you have any urgent questions or queries.
 

What is a mortgage payment holiday?

Following Government advice around coronavirus, many mortgage lenders have stated you can apply for a mortgage payment holiday. We suggest that you visit your lender's website where you will find more information about the way in which they are handling payment holidays for their customers, alternatively if you would like some advice on your mortgageoptions in relation to coronavirus, please do not hesitate to contact us using yourlocal branch details.

I’m worried about paying my mortgage, how do I apply for a mortgage payment holiday?

Mortgage payment holidays is a deferment of the mortgage payments for three months and not the lender making the mortgage payments for you, so please think carefully prior to applying.

Contact us using your local branch contact details and we'll put you in touch with your lender.  Lenders have created a fast track system to approve applications as soon as possible. Your lender might ask you a few questions to try to understand exactly what financial difficulty you’re in, but don’t worry about this, it’s just to make sure that a mortgage holiday is definitely the right option for you.

 

I own more than one property. Can I apply for multiple mortgage holidays?

Yes, you can apply for multiple mortgage holidays, especially if your mortgages are with different lenders. If your mortgages are with the same lender, then you may not be able to, please do not hesitate to contact us using your local branch contact details to check.

 

Are there any other alternatives to mortgage payment holidays?

Taking a mortgage payment holiday is not your only option, most lenders can offer other options for payments such as switching your mortgage to an interest-only mortgage for up to 12 months, switching to a new rate to reduce the mortgage payments or extending their mortgage term.  Give us a call using your local branch contact details and we'll put you in touch with your lender.  

 

I have had a mortgage offer, will it still stand in 3 months?

This will be assessed on a case-by-case basis as different lenders have different offer validity periods. Give us a call using your local branch contact details and we'll put you in touch with your lender.  

How do I contact my local Mortgage Consultant if your branch is closed?

In accordance with government guidelines regarding Coronavirus, to protect our colleagues and our customers our branches are now closed, but very much open for business. Our teams continue to work for our customers, so you can still contact us by email or telephone. Should you have any further questions please do not hesitate to contact us using your local branch contact details

I need to set up a mortgage appointment with you, how do I do that?

Following the Government advice, we are not offering face to face mortgage appointments at this time. We are able to offer professional mortgage advice with one of our consultants over the telephone. Please click here for your local branch contact details.
 

I need to speak to someone about my remortgage - who do I contact?

In the first instance please email our mortgage services team on customerservices@peteralan.co.uk and include your contact details and we will arrange for a member of our team to contact you.

Protection/ Insurance

How do I make a claim on my Aviva / Ageas policy I got from you?

Please contact their claims line teams direct as per your policy document.

 

Aviva Claims line (Life,

Critical Illness, Income Protection)                       

Changing details, making a claim or ask a question: https://www.aviva.co.uk/help-and-support/contact-us/

Manage your existing policy: https://www.direct.aviva.co.uk/MyAccount/login 

0800 015 1142

Ageas Claims line (Buildings and Contents)

 

0161 830 1316

 



I’m not sure I’ll be able to pay my monthly insurance/protection premiums, what should I do?

As soon as you realise you’re struggling to afford your protection and / or insurance policy, please get in touch with your policy provider. They’ll be able to discuss what your options are.

Aviva (Life, Critical Illness,

Income Protection)

You can find out information about your policy through your ‘MyAviva’ account https://www.direct.aviva.co.uk/MyAccount/login

Customers with Aviva policies: 0800 285 1098, Monday to Friday, 9am – 5pm.

Alternatively, if you need to get in touch with Aviva, please contact them via their online form: https://www.aviva.co.uk/help-and-support/contact-us/

Ageas (Buildings and Contents) 0161 830 1316

 



For a policy that hasn’t started yet please contact our central mortgage business unit on 01525 244529.

My insurance policy is due to renew, will this be affected by Coronavirus?

Aviva (Life, Critical Illness,

Income Protection)

You can find out information about your policy through your ‘MyAviva’ account https://www.direct.aviva.co.uk/MyAccount/login

Customers with Aviva policies: 0800 285 1098, Monday to Friday, 9am – 5pm.

Alternatively, if you need to get in touch with Aviva, please contact them via their online form: https://www.aviva.co.uk/help-and-support/contact-us/

Ageas (Buildings and Contents) 0161 830 1316


  

I’ve just taken out new policies with you, will they still start as agreed?

Yes, they will start when your mortgage application exchanges / completes.

 

If you have any questions regarding your new policy please contact our Mortgage Business Unit (MBU) on 01525 244529.
 

Conveyancing FAQs

My case is ready to exchange and complete, what happens now?

You should contact your conveyancer to discuss the options available to exchange contracts and complete your transaction.  Your conveyancer will advise you on how this can be achieved taking into account your requirements and the requirements of any other parties in your chain.   
 

Is it a bad idea to exchange and complete on the same day?

Whether it’s appropriate to exchange and complete on the same day depends on your circumstances.  There has been an increase in simultaneous exchange and completions in recent weeks because some customers have been reluctant to commit to a moving day until the actual day arrives just in case, for example, their removal firm is unavailable.  Your conveyancer can advise you on the best options for exchange and completion to suit your individual circumstances. 
 

Should I even go ahead with my sale/purchase?

Following the Government guidance on coronavirus, it is just the physical act of moving home that is subject to certain restrictions.  Your sale/purchase involves a number of administrative processes and there is no reason why those processes cannot continue as normal so that you can be ready to move as soon as possible after the restrictions are lifted. Your conveyancer can advise you on the next steps to take in your transaction.
 

I’ve exchanged contracts, but due to Covid-19 my circumstances have changed and I am unable to complete on the sale/purchase, what can I do?

You should contact your conveyancer ASAP and discuss what options are available to you.  It’s possible you may be liable to pay compensation or lose any deposit you’ve paid, but it depends on the contract and your conveyancer will be able to provide further advice.  
 

I am waiting to exchange, will you still be working on my case?

All of our recommended Panel Conveyancers have the technology to allow staff to work from home and, if you are using one of our Panel, they will continue to actively progress your matter so that you can complete your home move as soon as possible after the restrictions on movement have been lifted. 

 

Landlord FAQs

How do I contact you while your local branch is closed?

In line with government guidelines regarding Coronavirus, to protect our colleagues and our customers, our branches are temporarily closed, but you can still contact us in a number of ways: by calling your local branch telephone number, by emailing your local branch, or through our website’s online chat.

My tenant can’t afford to pay rent – what are my rights?

For Managed properties: If you are on our Rent Collection or Full Management service then you will be fully supported by our Property Management and Rent Arrears team.  Please email us at lettings@peteralan.co.uk to discuss any concerns you may have.

For Find Tenant Only/Tenant Introduction customers: The government has publicised new measures to support you if tenants can’t afford to pay their rent. If your property is on a Buy to Let mortgage, you could speak to your mortgage lender about a 3-month mortgage payment holiday. Review any relevant insurance policies you have taken to see what cover you may be entitled to and seek latest advice from government websites. We suggest you contact your tenant and work out the best plan for both parties in these challenging times.

My property is still available, will it still be marketed?

You can still proceed with the marketing of your property as agreed and all online marketing will continue as we have discussed.  However we do understand this situation has affected our customers in many different ways and we would suggest you discuss any particular concerns you may have with us and we will provide further advice on your individual circumstances. 

How will you deal with any problems that my tenants report to you?

For our fully managed properties, all current tenants will be contacted.  We will outline how we can support them in these challenging times and log any repairs or issues.  Following government advice, when safe to do so, we will carry out essential and emergency maintenance only. If a tenant refuses access because they are self-isolating, we will follow government advice and won’t enter the property until it’s safe to do so. 

I have a property visit arranged, will this still go ahead?

In accordance with government guidelines regarding Coronavirus, we are temporarily postponing property visits to ensure social distancing measures are adhered to.  If your property is under our Full Management service, please email our Property Management team for further advice – lettings@peteralan.co.uk

I have a property ready to let, can you still carry out a rental appraisal for me?

Temporarily, we are unable to offer rental appraisals in person, but we will be staying in contact with new and existing customers in the meantime. Please contact your local branch so we can arrange a rental appraisal as soon as it is safe to do so.

What does the term ‘eviction freeze’ mean?

For Managed properties: An ‘eviction freeze’ is new emergency legislation through the Coronavirus Act 2020 to suspend new evictions and delay commencement of legal proceedings from two months to three months. In addition, all Housing Possession claims in the courts have been suspended for 90 days as from 27 March 2020. Buy to Let mortgages have also been added to the 3 months mortgage holiday.  Our Property Management team will be able to explain this and give you up to date information and advice, please contact them in the usual way. 

For Find Tenant Only/ Tenant Introduction customers: We suggest you contact your tenant and work out the best plan for both parties in these challenging times. At present your tenant is still obliged to pay their normal rental payment, however if anything changes and they cannot make payment, speak to your mortgage provider and review any relevant insurance policies you have taken. 

Can I still visit my tenant if there is a problem with the property?

For Managed properties: Contact your Property Management team in the usual way, they will be able to help and advise you. 

For Find Tenant Only customers: Government advice is to travel only when essential.  We recommended you put any non-emergency work on hold until it’s safe to do so. If you or your tenant believe a visit is essential, please call or email us. Please also consult the government website on Coronavirus (Covid-19) for advice. 

If I lose rental income, will I be reimbursed?

For Managed properties: Contact your Property Management team in the usual way, they will be able to help and advise you.

For Find Tenant Only customers: At present your tenant is still obliged to pay their normal rental payment and we suggest you contact your tenant and work out the best plan for both parties in these challenging times.

Will planned changes to Section 21 still go ahead?

If your property is managed, please contact your Property Management team in the usual way, they will be able to help and advise you.

Will the Covid-19 situation affect the rental value of my property?

This is yet unknown.  We are monitoring the lettings market daily and working hard to keep our landlords informed and supported through these challenging times. 

My property is still available, how will you carry out viewings?

Temporarily, we are unable to offer viewings in person, but we are staying in contact with prospective tenants and once government guidelines mean it is safe to do so, we will start carrying out viewings on properties again. 

My property is empty, can you still market it and carry out viewings?

Temporarily, we are unable to visit your property to carry out a rental appraisal.  Once government guidelines mean it is safe to do so, we will contact you and arrange a visit to your property.  Please contact your local branch and let us have your contact details in the meantime. 

How can you do viewings in a property where someone is self-isolating?

Temporarily we are unable to offer viewings in person.  We are staying in touch with prospective tenants and once government guidelines say it is safe to do so we will be in touch to arrange a viewing. 

If a departing tenant has had Coronavirus, do I need to do a deep clean at the property?

Please refer to government guidelines on their website regarding Coronavirus and on how to keep safe and avoid the spread of the virus. You can also call or email the Property Management team for more advice.

Can I take out a Rent Protection Policy now in case my tenant is unable to pay the rent?

Unfortunately, our provider has stopped taking on new business at this time.

Does my Rent Protection Policy cover me if the tenant fails to pay the rent due to the current circumstances?

Currently we do not have an answer to this question. It remains unclear how the legislation affects our ability to meet claim conditions. We are continuing to submit claims according to the standard process and are working closely with Home & Legacy to understand how best we can support our landlords. 

 

Tenant FAQs

How do I get in touch with you while your local branch is closed?

In line with government guidelines regarding Coronavirus, to protect our colleagues and our customers, our branches are temporarily closed, but you can still contact us in a number of ways. If you are a tenant in a managed property or are due to move into a property shortly please email lettings@peteralan.co.uk, otherwise please complete a general enquiry form here on our website or if the query is regarding a property currently available to rent please click  'Arrange a Viewing' and submit your enquiry that way. 

How can I view a property I’m interested in?

Temporarily, we are unable to offer viewings in person, but we are staying in contact with prospective tenants and once government guidelines mean it is safe to do so, we will start carrying out viewings on properties again. 

I am self-isolating, is there any way I can view one of your properties remotely?

All available properties are on our website, so please have a look at the details there and if you are interested, register your interest online or by calling or emailing the local branch.

I’m due to move into one of your rental properties, will it still happen?

In accordance with government guidelines regarding Coronavirus we are following strict advice on social distancing and safe ways of moving.  Please call or email the local branch for further details. 

What happens if my property needs a repair?

Please follow our normal guidelines to report repairs i.e. report them online where possible. We kindly ask you to only report essential repairs so we can ensure all work is carried out safely.  The contact number for your Property Management team remain the same and they are prioritising emergency repairs.  We continue working hard with all our contractors to ensure we keep up our high levels of service to you and the landlord.

Do I still have to pay rent if my income is affected by Covid-19?

Tenants in a property managed by us: If you are having difficulties paying the rent, please contact the Property Management team as soon as possible. 

For non-managed customers only: We strongly suggest you to contact your landlord and discuss the difficulties you face and try to set up an affordable payment plan. If you are still facing financially difficulties we suggest to seek advice and see if you’re eligible to claim any benefits to help towards the cost of your rent during this challenging time.

Contractors are coming to the property, what is the procedure for handing over keys, letting them in?

In accordance with government guidelines regarding Coronavirus, unless this is essential or emergency works (which includes annual gas safety checks) then you should really delay the contractors work until it’s safe to come out.  Please telephone or call your local branch to discuss this further. 

I am self-isolating, how do I cancel a planned maintenance visit?

Please email lettings@peteralan.co.uk or call 0330 333 4004 for further advice. 

What happens in case of an emergency repair and I am self-isolating?

If the property is managed by us, then contact our Property Management team. We are working closely with contractors to ensure safe methods of working are used in line with government guidelines. Please make sure you let our team know you are self-isolating and any important information we will need to maintain a safe working environment for both you and the contractors.

My tenancy is coming to an end, but I don’t feel comfortable with viewings taking place for prospective new tenants at the moment, can I refuse them?

For the meantime, we are unable to carry out viewings anyway, due to government guidance, so there’s no issue.  If this situation changes, we will be in touch but we will only carry out viewings with it is safe to do so. 

I am due to move out in the next few days, can this still go ahead?

If the property is managed by us, then contact our Property Management team. If we don’t manage the property, you will need to contact your landlord.