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

By Foxtons

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Our offices are now open and following the conclusion of our COVID-19 Risk Assessment, we’re pleased to begin conducting in-person meetings including valuations and viewings. 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 have enhanced safety measures and new protocols 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.

Viewings

Valuations

In Foxtons offices


Viewings

Can I book a viewing on a property now?

We are now conducting viewings, however strict social distancing and health and safety precautions will apply. In order to minimise the number of in-person viewings we will be encouraging tenants and buyers to make use of online video tours initially, and we will asking buyers to confirm their ability to proceed.

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.

I have already put an offer on a property but it is conditional on me seeing it in person, when can I view the property?

We will be prioritising viewings where offers have already been submitted. Please contact your Foxtons negotiator to arrange a suitable time for you to see the property.

How many people can come on a viewing?

Only two adults, along with a Foxtons negotiator, can view a property at any one time. Please ensure that only key decision makers attend the viewing to ensure whoever needs to see the property has the opportunity to do so.

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. Unfortunately we will not be able to drive our customers between properties as we would usually do, so if you would like to view more than one property on a viewing please consider walking, cycling or using your own car to travel between properties.

The property I rent is on the market but I’m a vulnerable person and don’t feel comfortable with viewings going ahead. What should I do?

If you are a vulnerable person and are shielding, or have symptoms of Coronavirus, please let us know and we will not be doing viewings on your property whilst this is the case. We will also be confirming with customers that they do not have any symptoms before they attend a viewing. We strongly recommend that tenants and owners of properties leave the property during a viewing to further minimise any risk. If you have any concerns surrounding viewings please get in touch with your landlord or your local Foxtons office.

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

We will only be conducting viewings on your property with people who have already viewed a video tour, or who we know are in a position to submit an offer. If you are shielding, 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. We strongly recommend that tenants and owners of properties leave the property during a viewing so as to reduce the potential for further contact.

Valuations

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.

Can I put my property on the market but not allow viewings yet as I am shielding?

Yes, there are no restrictions to marketing your property, so we can continue to proactively advertise your property to appropriate tenants or buyers as usual. If you are able to film a video tour of your property we can share this with interested tenants or buyers. Please ensure that your Foxtons valuer is aware that you are shielding so are able to ensure no in-person viewings are carried out. For assistance creating a video tour of your property please speak to your Foxtons manager who will be more than happy to share our video creation guidelines with you.

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 be required to visit any of our branches, which allows us to ensure social distancing can be complied with. To make an appointment get in touch on our 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?

We encourage customers to wear their own PPE in offices if they feel comfortable doing so, however 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.

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