Coronavirus update - we continue to operate safely

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. We continue to follow Government guidance and will make any necessary changes to our processes if required in the future.

In the meantime we have maintained many of the sensible and careful ways of working introduced at the start of the pandemic to make sure we reduce the risk of catching and spreading the virus as much as possible. 

Below is a summary of our approach including what to expect from our staff and what we ask from you. 


Branches

Our branches are open to customers and you don't need to book an appointment to visit us. 

  • We ask all our staff and customers not to come to the office if they are feeling unwell. 
  • In line with government guidelines, customers must wear a face covering when entering and in our branches/offices, unless exempt. We will also be wearing face coverings and will continue to maintain our distance where possible, avoiding any unnecessary contact
  • There may be times when we need to close a branch if local case numbers start to increase, so it would be beneficial to contact your local branch in advance if you are planning to visit.
  • Where our branches do need to close, all staff are equipped to work remotely so we will still be working for you and we are still contactable by email.



Property valuations

In order to give an accurate valuation of you property either for sale or for rental, we can come to your property and conduct a physical viewing. This will help us assess the condition of your property, any enhancements you have made and provide advice on the best ways to market and sell your property. 

In order to do this safely we have maintained many of the sensible precautions that we put in place last year.

  • Where we are attending a property for a valuation we will agree a date and time with you in advance. If you are feeling unwell on the days before or on the day of the valuation and are unable to attend, then please call us and let us know and we can reschedule.
  • We will continue to wear a face covering and ask you to too, unless you are exempt. We will also continue to maintain distance and avoid unnecessary contact. Therefore we won't shake your hand or accept refreshments. 
  • Everyone should wash/sanitise their hands before and after the appointment.
  • Where possible, we ask that all lights are switched on and doors opened. This avoids us having to touch these surfaces. Commonly touched surfaces should be cleaned in advance and after the appointment using antibacterial cleaning products.
  • For environmental and safety reasons we have been supplying brochures and paperwork electronically and will continue to do so unless you request printed materials. 
  • We will continue to have all discussions in a well ventilated space.
  • If you have any concerns, or personal restrictions, which would make it difficult to do any of the above then please let us know and we can discuss alternative solutions. 



Property viewings

We are currently doing physical property viewings, however we encourage buyers and tenants to do a first viewing remotely if a 3D tour or video is available. 

  • Where we are attending a property for a viewing we will agree a date and time with you in advance. If you are feeling unwell on the days before or on the day of the valuation and are unable to attend, then please call us and let us know and we can reschedule.
  • We will continue to wear a face covering and ask you to too, unless you are exempt. We will also continue to maintain our distance and avoid unnecessary contact where possible. Therefore we won't shake your hand or accept refreshments. 
  • Everyone should wash/sanitise their hands before and after the appointment.
  • Where possible, we ask that all lights are switched on and doors opened. This avoids us having to touch these surfaces. Commonly touched surfaces should be cleaned in advance and after the appointment using antibacterial cleaning products.
  • We will continue to have all discussions in a well ventilated space.
  • If you have any concerns, or personal restrictions, which would make it difficult to do any of the above then please let us know and we can discuss alternative solutions.

     

Routine property inspections for tenants

We are continuing to do routine property inspections for the properties that we manage on behalf of our landlords. 

  • Where we are attending a property for an inspection we will agree a date and time with you in advance. If you are feeling unwell on the days before or on the day of the inspection, then please call us and let us know and we can reschedule.
  • We will continue to wear a face covering and ask you to too, unless you are exempt. We will also continue to maintain our distance and avoid unnecessary contact where possible. Therefore we won't shake your hand or accept refreshments. 
  • Everyone should wash/sanitise their hands before and after the inspection.
  • Where possible, we ask that all lights are switched on and doors opened. This avoids us having to touch these surfaces. Commonly touched surfaces should be cleaned in advance and after the appointment using antibacterial cleaning products. 
  • Ideally we should be able to easily access all areas of the property to carry out the inspection.
  • We will continue to have all discussions in a well ventilated space.
  • If you have any concerns, or personal restrictions, which would make it difficult to do any of the above then please let us know and we can discuss alternative solutions.



Mortgage and protection 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 a mortgage appointment


 

Existing customers
 

Insurance applicants

All transactions relating to our insurance department are continuing to be processed.
 

Tenants

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 to after your required period of self-isolation.

If you have any concerns about your current tenancy you can contact your local lettings office. 
 

Landlords

All our standard services are 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 are constantly monitoring the situation and continue to utilise the Government Guidance for Working in Other People’s Homes as the basis for our assessment to ensure we are operating safely. We will adapt our processes in the future if required. All updates will appear on this page. 




Useful links

Government Guidance for Working in Other People's Homes



 

Updated: December 2021