We have now made provisions for all staff to work from home. We are continuing to take calls from consumers (around 40 to 50 a day) and to receive new complaints. However, please be advised that because of the lockdown, all cases within our system will be given a three-week extension of time.
We very much acknowledge the limitations placed on agents and consumers, and would wish to emphasise that the priority is for everyone to stay safe and observe government guidelines. [link: https://www.gov.uk/coronavirus ]
We will update consumers and agents on a case by case basis and continue to review service provision in these exceptional circumstances.