Wales fire break lockdown
Our offices in Wales will close to the general public from 6pm Friday 23/10 until Monday 6/11 Latest advice & FAQs

Covid-19 Advice & FAQs

For added peace of mind, we thought we’d put together some advice & FAQs which might help to answer your queries or concerns at this difficult time.

Landlord FAQs

  • Are your offices in Wales Open? Chevron Down IconIcon set Chevron Down

    Our offices across Wales will close to the general public from 6pm Friday October 23rd until Monday November 9th as a result of fire break lockdown restrictions introduced across Wales. The majority of colleagues will be working from home. A small number will, where absolutely necessary, be working from our offices behind locked doors to ensure that essential home moves can take place. 

  • Is it possible to have a market appraisal on my property? Chevron Down IconIcon set Chevron Down

    Yes you can. And your safety and that of any incumbent tenants is our first priority.. We can visit your property to carry out a safe and socially distant valuation, but we also recognise that for some Landlords you may not want an agent in your property. We can still offer you an accurate valuation remotely based on the latest market conditions. Please use the “Get a free valuation” icon on our website or contact your local branch, we are here to help, however you want to move forward.

  • Is my property still being marketed for let? Chevron Down IconIcon set Chevron Down

    This is one of the things that has not changed significantly. We will make sure that your property appears on all of the property portals, Rightmove, Zoopla, and Prime Location. Your property will also appear on our Websites. Remember that 90% of people start their house search online and with more people at home this may well increase. We still have new tenants registering with us every day and we are carrying out viewings in a safe and socially distant way at the property and virtually where we cannot facilitate this. Given the current significance of appearing appealable online if you haven’t you may want to consider our Premium Marketing Pack.

  • Are tenants still looking to rent? Chevron Down IconIcon set Chevron Down

    Yes –  We are helping  to safely rehouse  tenants with a need for accommodation. Over recent weeks we have noticed a marked increase in the number of prospective tenants looking to move. We are actively managing those enquiries and matching tenants with potential properties.

  • Can potential tenants view my property? Chevron Down IconIcon set Chevron Down

    It is not possible to view property in person whilst fire break lockdown restrictions remain in force. In the meantime virtual viewings can usually be arranged.

  • Will the pandemic affect rental values? Chevron Down IconIcon set Chevron Down

    The likely impact to the UK's housing market is as yet unknown. We continue to monitor activity within the lettings sector to and keep our clients as fully informed as possible.

  • When my property is let can I still take out Rent & Legal Protection (RLP) insurance through you. Chevron Down IconIcon set Chevron Down

    Not at the present time – Sales of RLP policies through our offices have been suspended whilst the policy underwriter assesses under what conditions the product can be re-introduced. This approach mirrors that seen across a number of insurance products in the market.

    We are hopeful that sales will recommence in October.  Please contact your local branch for further information.

  • Does my tenant need to continue paying my rent during the outbreak? Chevron Down IconIcon set Chevron Down

    Yes – Rent remains payable. There is no automatic suspension of rental payments during the pandemic.

  • What if my tenant can’t afford to pay rent? Chevron Down IconIcon set Chevron Down

    We have advised tenants that if they are having trouble paying rent then they should discuss this with you as soon as possible. Where payments are made to us, your tenant has been advised to Chat with us on our website or by emailing If you would like to speak with someone, please contact your local property management team.

  • Am I under an obligation to help if my tenant is having trouble paying rent? Chevron Down IconIcon set Chevron Down

    Yes – Government has confirmed that: ”landlords and tenants should work together and exhaust all possible options – such as flexible payment plans which take into account a tenant’s individual circumstances – to ensure cases only end up in court as an absolute last resort”.  

  • What kind of help can landlords provide if their tenant is having trouble paying the rent? Chevron Down IconIcon set Chevron Down

    This will understandably depend on the landlord's personal circumstances but there is an expectation from govt. that landlords will, where possible, agree to payment plans. In agreeing to a payment plan rent is not waived but delayed by an agreed amount for a set period of time. The balance is either repaid on an agreed date or spread over the remaining period of the tenancy. An unreasonable failure to do so could prejudice a landlords’ ability to gain possession.


  • I have a Rent & Legal Protection policy. Can I claim during the pandemic? Chevron Down IconIcon set Chevron Down

    You should defer to your cover provider to establish details of any restrictions applicable to your policy as a result of the current crisis. If you have arranged cover through us then please email

  • Can I evict my tenant during the crisis? Chevron Down IconIcon set Chevron Down

    Yes - The stay on possession proceedings in England & Wales ended on September 20th 2020. Possession hearings will be prioritised with those involving excessive rent arears and anti-social behaviour heard first. 

  • Can my tenants give notice? Chevron Down IconIcon set Chevron Down

    Yes – Your tenants can give notice by emailing When we have received their notice, we will contact you to let you know.

  • Is your property management department open? Chevron Down IconIcon set Chevron Down

    Yes – Supporting tenants and landlords in the properties remains our priority. Landlords and tenants can contact us on the usual property management telephone number.

  • What about undertaking property repairs? Chevron Down IconIcon set Chevron Down

    The easiest way for tenants to report repairs is through our website. They will also receive helpful advice on what to do in an emergency. Our property management centres work with an extensive bank of contractors. During fire break lockdown restrictions only essential repairs should be undertaken.

  • What about contractors accessing the property during the pandemic? Chevron Down IconIcon set Chevron Down

    Where permitted under fire break lockdown restrictions with properties managed by us, the contractor will call the tenant directly to arrange access to help ensure the safety of all concerned. Tenants should advise them of any self-isolation or illness within the household. When providing access, social distancing protocols should are observed. If the tenant is transferring keys they should do so in a secure envelope ensuring they are sanitised before and after use. Where keys are held at our local office they can be collected by the contractor by prior appointment.

  • What if the Gas Safety Record needs to be renewed during the pandemic? Chevron Down IconIcon set Chevron Down

    Where the property is managed by us, we are reminding tenants that renewal of the annual Gas Safety Record is an important part of keeping them safe in their home. Given the short period of time the fire break lockdown is in force this should not usually delay renewal of the Gas Safety Record. 

  • What if my tenant is self-isolating or refuses access to the property? Chevron Down IconIcon set Chevron Down

    Your tenant should where reasonable and safe, continue to allow access for repairs and safety inspections. If access is refused, then efforts to undertake repairs and carry out safety inspections should be carefully documented and regularly followed up until the work has been completed.

  • Are you still doing property inspections? Chevron Down IconIcon set Chevron Down

    No – Property inspections will not take place whilst fire break lockdown and local restrictions remain in force.

  • Will you keep me updated on any changes relating to the crisis? Chevron Down IconIcon set Chevron Down

    We update these FAQs in line with government announcements. You can also visit for updates.

Read all our FAQ's here

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