We are actively monitoring the situation regarding the outbreak of Coronavirus (COVID-19). Our top priority is to ensure the welfare of our employees whilst also ensuring that we will continue to maintain the level of service that consumers and agents have come to expect from us.
We are taking steps to mitigate the impact of the changing situation and this includes a provision for as many employees as possible to work from home. We do not expect this to impact on our service overall, but there will be restricted telephone access. We would ask for email contact to be made whenever possible.
For consumers and agents, we appreciate and acknowledge that, like us, your priority will be with your families and your employees. We would therefore ask that where disputes arise, consumers and agents are respectful of the impact of the current situation, with many people feeling anxious and uncertain.
We ask that all consumers and agents keep records of any and all communications that may affect service levels. Should a complaint be escalated to TPO we can then take this into account.
To help agents, Propertymark have issued a checklist to help you deal with the situation which can be accessed here.
The Property Ombudsman