Home Inspiration Blog Ensuring the safety of our customers and teams during in-person appointments: FAQs

You are not logged in. Log in / Register

Ensuring the safety of our customers and teams during in-person appointments: FAQs

By Foxtons

View latest articles

We take our duty of care extremely seriously – ensuring that all appointments are conducted safely and in line with government guidelines is our highest priority and, as such, we continue to use enhanced safety measures and follow strict COVID-19 protocol for our staff and customers. These extended safety measures include ensuring keys are sanitised between viewings, all documents are uploaded digitally by customers instead of needing physical handling by our teams, and any customer wishing to visit one of our offices, for example to pick up keys, will need to do so by appointment only.

Below are a series of FAQs to help answer any questions you may have about the measures we are taking to ensure the safety of everyone involved in a property transaction.



In Foxtons offices


Can I book a viewing on a property?

We will continue to conduct in-person viewings following strict safety guidelines. We also encourage all tenants and buyers to make use of online video tours where available before booking an in-person viewing.

Will I have to bring my own personal protective equipment (PPE) on a viewing?

Yes, and this is a strict requirement. In order to maintain the safety of everyone concerned, all customers will be required to wear their own PPE during viewings, consisting of a face covering and gloves, and customers will also be expected to bring their own hand sanitiser. Our teams will not be providing PPE, in order to minimise the risk of transferring germs. Please also use your own hand sanitiser before entering a property on a viewing.

Will I be able to view a property if I don’t have a face covering, gloves and hand sanitiser?

Unfortunately you will not be permitted to view a property without wearing a face covering and gloves, and using hand sanitiser. This is to protect you, the current occupiers of a property, and our teams and in line with Government guidelines.

I’ve seen a few properties I like online, when can I view them?

If you have seen a video tour of a property you like, and you are interested in making an offer, please let us know and we will arrange a viewing as soon as possible. If you have seen a property you are interested in but it does not have a video tour please let us know and we will do our best to get a video tour recorded for you. Your first step should be viewing a video tour of the property, and arranging all relevant documents so that we are able to begin a transaction should you submit an offer.

How many people can come on a viewing?

In line with the latest guidelines, only one household, along with a Foxtons negotiator, can view a property at any one time. Please note that sharers who are not currently living together do not count as one household.

What are you going to do to ensure safety during a viewing?

Before entering a property we will ask all parties to use hand sanitiser. We will also ask all parties to wear a face covering and gloves, and social distancing guidelines will be observed. We will also be requesting that the occupiers of the property open all doors and curtains, and turn on any lights so that we minimise surfaces being touched. We will also be asking any occupiers of a property to vacate the property for the duration of the viewing.

Can I view multiple properties?

If you would like to view multiple properties during one appointment, please speak to your Foxtons negotiator who will ensure that all guidelines are followed for each property viewed.

My property is on the market but I’m concerned about people visiting my home.

If you are self-isolating or have symptoms of Coronavirus we will not be doing viewings on your property. We will also not be bringing anyone to your house who has any symptoms, and our teams will be following strict viewing guidelines, and only one household will be allowed on a viewing with a negotiator.


How many people will be coming on a valuation?

Only one of our team members, the local valuer or manager, will be attending the valuation. They will be your main point of contact for your transaction should you choose to instruct Foxtons to sell or let your property.

Will the valuer wear PPE during the valuation?

Yes, all our team members will wear personal protective equipment, including a face covering and gloves, during all in-person appointments. They will also use hand sanitiser before entering a property, and again after they leave.

Do I need to wear PPE during a valuation?

Whilst our teams will be wearing personal protective equipment, the use of PPE by clients during a valuation is not a requirement. However, clients are of course more than welcome to wear their own PPE.

Do I need to do anything to prepare for the valuation?

We ask that you open doors throughout the property before we come in to help ensure we are able to move through the property with minimal surface contact. Please also open any curtains and turn on any lights where needed.

Will you be ensuring social distancing during the valuation?

Yes, our teams will observe social distancing throughout the valuation. If possible, we recommend owners or tenants vacate the property, however if this is not possible social distancing measures will of course be followed.

In Foxtons offices

What precautions have you taken in your offices?

All our offices have been subject to a thorough COVID-19 Risk Assessment, and we have subsequently adapted our office layouts and working situations where needed. As well as social distancing and thorough hygiene measures we have introduced new handling and cleaning procedures for keys. We will also be asking all customers to upload digital versions of documentation to avoid cross contamination through handling documents.

Can I visit a Foxtons office?

Appointments will need to be booked in advance if you would like to visit any of our branches. This allows us to ensure social distancing can be complied with. To make an appointment get in touch on our website or contact one of our branches. When you are in the office we will not be greeting you with our customary handshake, and unfortunately we will not be offering customers refreshments in our offices at the moment to minimise contact.

Do I need to wear PPE in a Foxtons office?

In line with government guidelines, all customers will be required to wear face coverings in our offices. To avoid the risk of cross contamination Foxtons will not be providing PPE to customers.

If you have booked an in-person viewing or a valuation we will be in touch with you before your appointment with further guidance surrounding safety measures. If you have any further questions please either contact your Foxtons negotiator or valuer, or your local Foxtons office.

View all articles or sign up for our monthly newsletter

Foxtons news

How much is your property worth?

Get your free online valuation

Instant Valuation

Unlock the true value of your home

Lettings & Property Management

Explore news articles, area guides and interior design trends

Setting the standard in estate agency

We combine best-in-class people and technology to set the standard for service in estate agency

Find your nearest office

Our Services

Setting the standard in estate agency

Our services
Find tenants
Property Management
Specialist services
Short lets
Prime Lettings
Help being a landlord
Help & Guides
Buy to Let Mortgages
Property inspiration
Interior Design
Local life
Area guides
Let's get social