Our new Covid-19 customer care procedures for home viewings and sales

5 June 2020

Following the Government’s latest announcement that England’s housing market has been released from lockdown and transactions can now begin to take place again, we are pleased to announce that we have re-opened our show homes at both Swing Bridge Wharf and Ancaster View offering both virtual and physical viewings.

The safety and wellbeing of our customers, visitors, employees and partners has been our absolute priority over the last few months, and it will continue to be our priority as we follow all guidance from the government, Public Health Authority and the Construction Leadership Council. 

This guidance, available here, provides important public health information to ensure moving home and key activities around this, such as viewing properties, can happen safely.

To ensure the safety and wellbeing of our customers, visitors and staff throughout the sales process, we have set out the following procedures.

1.  Virtual and physical viewings

Virtual viewings will be promoted where available before any physical viewings take place. Where physical viewings take place (including visits to show homes, completed properties ready for sale and properties under construction) these will be by appointment only and two-metre social distancing will be maintained wherever possible. Viewings will also be restricted to members from one household visiting one property at a time.

2. Arriving at the property

Access to hand washing facilities, paper towels, waste disposal and / or hand sanitiser will be available at all our sites. Visitors will be asked to wash their hands and / or use hand sanitiser on arrival and will be asked to avoid touching surfaces wherever possible.

3. Cleaning procedures

All internal doors will be opened prior to viewings to minimise contact with surfaces. Surfaces that are likely to have been touched during a viewing will be cleaned between viewings.

4. Completing the house purchase

We will work with our conveyancers to ensure contracts take account of the risks posed by coronavirus, including building in flexibility in case move dates need to change as a result of someone falling ill or needing to self-isolate. Where sales and completion dates are agreed, we will support anyone with coronavirus symptoms or self-isolating, and those that they are in a chain with, helping them to agree a new date. We will enable purchaser’s surveyors/valuers to undertake inspections/valuations of a reserved property as necessary. These will be by appointment only.

5. Before moving in

Home demonstrations prior to key handover will be delivered using online videos and / or video calls with further video calls being utilised as necessary. Face to face demonstrations will be undertaken as a last resort where all other guidance has failed, maintaining two-metre separation in well ventilated rooms where possible.

Reservations for virtual and physical viewings can be made by appointment only by emailing info@wheatcroftland.co.uk