THE TRANSITION TO REMOTE WORKING

We immediately closed our offices on the Old Steyne in response to the Government’s instructions. Having prepared for remote working, the transition was quick and smooth. Here are some of the ways in which we’ve adapted:

• Our Property Managers have been provided with laptops and the necessary software to enable them to work from home in the same capacity as when they were in the office.
• Calls to our switchboard and to direct landlines have been diverted to mobiles, where possible.
• Mail is collected from our office premises at least twice a week. All hard copy correspondence is now scanned so that it can be dealt with in a timely manner.
• Property Managers are using email to keep in regular contact with residents and using Zoom (online video) calls to hold board meetings with directors.
• Our Property Managers have regular (virtual) meetings with Graves Son & Pilcher senior management and are supported by our HR Manager in overcoming the challenges of home working.
• Our senior management team are speaking daily and meeting (virtually) every week.
• Staff are in regular contact with one another via WhatsApp chat groups.
• Business updates are posted on our website and social media pages.

Being an accredited member of ARMA (Association of Residential Managing Agents) and RICS (Royal Institution of Chartered Surveyors) has been invaluable during the current crisis. Through regular contact with the MHCLG (Ministry of Housing, Communities & Local Government), both organisations have been able to offer us expert and timely advice. Through their global counterparts, they have given us insights into how other countries, ahead of the UK curve, have dealt with the pandemic. In addition to ARMA and RICS, we have taken legal counsel and consulted with our insurance brokers on our leaseholders’ behalf.

AREAS PRIORITISED BY YOU & HOW WE’VE DEALT WITH THEM

Cleaning – To help reduce the risk of Covid-19 transmission, we’ve asked those responsible for the cleaning of our blocks to carry out enhanced cleaning, where requested. Particular attention is being paid to high touchpoint areas and surfaces, including door handles, lift buttons, exit buttons, intercom panels and handrails. Our Property Managers have also received guidance on the disinfection of premises in the event of a confirmed case of Covid-19. We’ve sourced specialist service providers to ensure that appropriate cleaning materials are used, that waste is disposed of correctly, equipment disinfected and protective clothing worn.

General repairs – We’ve compiled a list of local contractors who are still operating and able to deal with all types of repairs. They follow Public Health England guidelines to ensure everyone’s safety, including maintaining a two-metre distance from any household occupants. No work is being carried out in any household which is isolating or where an individual is being shielded, unless it is to remedy a direct risk, such as emergency plumbing. No work is being carried out by any tradesperson who has Coronavirus symptoms, however mild. Requests for repairs are currently being assessed on a case-by-case basis and only authorised if deemed to be “essential” in line with government guidelines.

Safety checks – We are contractually obliged to continue with important health and safety testing / maintenance despite the current situation, including lift servicing, fire alarm and emergency light testing. Any checks that are not able to go ahead are being documented and scheduled for the future.

Major works – We have devised a “traffic light” risk assessment process for impending or planned major works so that, working with our clients, we can make an informed decision as to whether the project can proceed, and if so, what additional precautions are necessary. When instructing works, we take into consideration travel restrictions, the self-isolation of residents, the supply of materials and non-availability of contractors. For projects that fall into the low priority category, we’re booking contractors in for future dates to avoid unnecessary delays and the inflated prices that are expected as a result of high demand post lockdown.

Internal credit control – This is an incredibly difficult time for many of us and we’ve adapted our credit control procedure to be as sympathetic as possible. We’ve reviewed the process to take into account the exceptional financial circumstances that some residents are facing, whilst ensuring there are still sufficient funds available for the ongoing maintenance of each property.

HOW CORONAVIRUS AFFECTS YOUR SERVICE CHARGE

You may have queries regarding your service charge, which we will be more than happy to answer. Even if certain services are temporarily put on hold due to Coronavirus, the service charge remains a vital source of income for the upkeep of your building and, under the terms of your lease, must be paid.

The service charge includes numerous essential items including buildings insurance, general repairs, maintenance, communal facilities, lighting, heating and fire system maintenance. What the fee includes varies by building and relates to communal areas only. The detail of your own service charge is defined by your lease and itemised in your year-end accounts.

Many people are fortunate enough to still be in work or furloughed, with the Government funding 80% of their salary. However, we recognise that others are genuinely struggling with unforeseen financial pressures as a result of Covid-19. We’re very aware of the huge impact the health crisis is having on some households and the ability of these leaseholders to keep up with the cost of living. If you fall into this category and cannot afford to pay your service charge, you should write to us to explain how your situation has changed. Following guidance from ARMA, we will ask you to submit a hardship form, supported by evidence from your employer. This will allow us to discuss your individual case with your landlord/management company and present any options that may be open to you. Our only concern is that any financial relief would be temporary and essentially result in a debt that you may then struggle to pay in the not-so-distant future.

SMALL THINGS YOU CAN DO TO HELP

Noise – With many people working from home and keyworkers on shifts, please consider your neighbours when undertaking noisy works, especially DIY.

Visitors – The only visitors to your block should be healthcare professionals looking after the vulnerable or those delivering essential food supplies and medicines to people in isolation. Resist social gatherings in order to keep everyone safe.

Refuse & recycling – In recent weeks, the council have reduced some services due to staff shortages. Rubbish collections are taking priority over recycling; garden waste and other collections are not necessarily running. Additional bins have been placed in parks and kerbside locations to meet demand. You can help by not having big clear-outs and by not blocking access to communal bin stores.

Smoking – Be mindful of your neighbours. When smoking on a balcony or outside your block, move away from doors and windows so that the smoke doesn’t enter another’s property.

Parking – More people staying at home may have resulted in more cars being parked at your property than normal. The lack of space can be frustrating but please respect your development’s parking policy. Parking in a restricted area could lead to access problems for emergency services.

Community – As agents, we don’t always know who’s living in a flat, only who owns it. If you have not already done so, consider setting up a WhatsApp group for your block so that you can look out for each other. Whilst your Property Manager is happy to be a contact, they cannot act as a moderator for the group.