Coronavirus – FAQs

Coronavirus (COVID-19) – Frequently Asked Questions

What can I do to protect myself from Coronavirus (COVID-19) whilst living at my development?

It is important that you continually review and follow Government advice, which is available via the following link (

Whilst cleaning will continue to be undertaken with a focus on key areas, we recommend that residents carry hand sanitiser and wash their hands thoroughly with soap and hot water after passing through the common areas of the development.


Do I still have to pay my service charge?

Full service will continue to be provided to you and your development, as such service charges remain payable.


My financial position has been affected as a result of Coronavirus (COVID-19) – what shall I do?

Any property owner facing significant financial hardship affecting their ability to pay should contact our Accounts Department by calling 0345 491 8898.


Will my Estates Manager still be visiting my development?

Yes, our team will continue to visit developments throughout our portfolio in order to undertake inspections.


Can I meet my Estates Manager when they visit my development?

Meetings are now being conducted via video calling. Our team are contactable via usual communication routes and will be very happy to discuss matters by video calling, telephone or via email. As soon as Government advice allows, our usual ability to meet during our regular inspections will be reintroduced.


How will I contact my Estates Team if they are working remotely?

Our team will be contactable via all usual communication routes – including post, email and telephone. Our preferred contact method is email. There may be a small delay in dealing with hard copy correspondence and it will be more difficult for us to transfer telephone calls between colleagues.


Will repair works still be undertaken over the coming weeks and months?

Urgent repair requirements identified by our teams during their development inspections will be arranged and undertaken, as will urgent repairs reported by residents. Non urgent repairs may be delayed, as may non-urgent major works like redecoration.


Updated Monday 16th November 2020