Coronavirus update - we continue to operate safely

Whilst Government guidance has been updated we want to assure you that if you are buying, selling, letting or renting with Frost's we continue to operate with the health and safety of our customers and colleagues as our first priority.

In line with government guidance all our branches and some of our head office sites are open, having applied our COVID-19 governance framework including risk assessments.

We continue to operate a “COVID-19” secure environment

We have worked hard in recent months to introduce COVID safe processes and procedures into our branches and also when conducting viewings in clients’ homes. Our teams have been trained and we continue to monitor government advice and guidance and to update our processes and training accordingly. All the details of our COVID safe procedures can be found below.

Visiting our branches

Our branches are open and operating safely.

In order to visit our branches it is advisable to make an appointment – preferably by phone – in advance, as only one or two customers will be allowed in the branch at a time – depending on the size of the branch. We may also be able to make an appointment for customers that do call into branch but this will depend on how many people are in the branch at that time. 

Whatever stage you are at with your purchase or rental, we want to reassure you that we remain dedicated to supporting you in every way we can during this difficult time.

Please note, under current Government guidance you will be required to wear a face mask whilst in branch.

Our branch opening hours can be found on our branch pages.

Track and Tracing data

To support the NHS Test and Trace in England, Test and Protect in Scotland and Test, Trace, Protect in Wales some organisations in certain sectors of the economy can volunteer to collect the details, and maintain records, of staff, customers and visitors on their premises. Participation in this scheme for both businesses and individuals is voluntary. Just so you know, we always record customer enquiries in our customer system in order to provide our services to you and your rights over the use of the data are unchanged and outlined in our Privacy Notice. However on request from the relevant Government Agency we will provide your contact information to support the wider public interest of suppressing the COVID-19 virus. Please let us know if you would prefer for us not to share your data in this way.

Viewing properties

We are doing physical viewings in properties, however we are continuing to encourage customers to do a virtual viewing first (if available) to reduce the number of times we're visiting a property. We have safe viewing guides in place so you know what to expect on the day at both accompanied and unaccompanied viewings.

Just to reassure you, we have used the Government Guidance for Working in Other People's Homes as the basis for our assessments and have produced the required risk assessment. This ensures our visits are carried out in a safe manner for you and our staff.

Safe property viewings customer video

Whether you're viewing a property to buy or let or a seller or landlord worrying about having people in your property, find out more about how we're making property viewings safe for everyone.


We are visiting customer properties to do a valuation. We've have special guidelines for you and our teams to minimise the risk of spreading COVID-19 such as face masks, handwashing, and social distancing in place and will continue to work to these even though restrictions have been relaxed. 

We'll send you these guidelines in advance of the valuation appointment.

View our valuation safety guidelines

Book a valuation

Safe property valuations customer video

In order to keep everyone involved in the valuation process as safe as possible we have changed the way that we conduct our property valuations.  We've produced this video to show you what to expect. 

Mortgage appointments

Whilst our Financial Consultants are now able to conduct physical appointments, we strongly advocate a video or telephone appointment. Our Financial Services partner, Embrace, will send you your own secure link to a video call with comprehensive instructions of how to set it up.

If you want to speak to a professional adviser about your mortgage, you can book an appointment below. 

Book a mortgage appointment


Existing customers

Insurance Applicants

We are pleased to advise that all transactions relating to our insurance department are continuing to be processed.


We continue to support our tenants in the usual way. If you need to report a maintenance issue you can do so through our Property management team. 

All contractors who attend your property will be following the usual guidelines and only entering the property if it is safe to do so.

Tenants who are self-isolating should contact us in the usual way. We can then ensure your recovery time is not interrupted by repair or maintenance activity. This will be re-scheduled for a time after the expiry of your period of self-isolation.

If you have any concerns about your current tenancy you can contact your local lettings office. We will continue to update this page as we find out more about government plans to support tenants. 


All our standard services are currently operating although we may have to change our approach i.e. in relation to maintenance checks. We are keeping in touch with landlords on an individual basis to offer support. We are also supporting landlords and tenants on a case by case basis where there is potential for tenants to fall into rent arrears. 

For landlords who attend to their own repairs and maintenance issues, we recommend you review the government guidelines. 

For landlords of HMOs you should ensure that your individual tenants are able to contact each other on a collective basis, e.g. via WhatsApp or similar messaging group, to ensure that all necessary precautions are being taken and government advice followed.  


We hope that this information has proved useful and we will, of course, be continuing to monitor government advice and guidance and provide any relevant updates to our teams on an ongoing basis and to our customers, as required.

Overall we remain dedicated to supporting you in any way we can during this difficult time and would like to take the opportunity to thank you for your continued support and patience. We wish you, and your family, well.