Covid-19 update

If you are due to leave your DifRent property, all check-outs are operating as normal should you wish to go ahead. Where necessary processes are in place to reduce or remove contact between residents and our teams.

If you are no longer comfortable moving property, please get in touch with us as soon as possible.

Routine inspections of properties remain on hold in order to reduce the risk of virus transmission between staff, residents and contractors.

All residents and applicants are reminded to follow the NHS Covid-19 guidance to limit the spread of the virus: https://nhs.uk/coronavirus

You should continue to report maintenance issues as normal through FixFlo. Please note however that some contractors are currently only attending emergency works, in order to reduce the contact of staff with residents. Emergencies may include:

• Uninhabitable living conditions such as no heating or hot water
• Uncontainable water leak
• Gas leaks (you should always call 0800 111 999 – National Gas Emergency Service first)
• No water supply to the property
• Instances where your sole cooking facility, bathing facility, or W/C is unusable. Where you have access to an alternative (for example en-suites or downstairs W/C) works may be delayed.
• Break-ins, fire and security risks.

Emergency repair works will only address the emergency and make it safe, subsequent remedial works may follow.

The health and safety of both contractors and residents remains paramount, and therefore if we must enter your property for an emergency repair you will be required to answer a health questionnaire before we attend. Anyone visiting your property will be wearing appropriate PPE and carrying out hygiene measures before, during and after their visit.

Remember for non-emergency and quick fixes, you can find our step by step videos on YouTube, saving you time.

Rent processing and payments are to continue as usual, however if you are in any financial difficulty due to the effects of Covid-19, please get in touch with us as soon as possible. Whilst you remain contractually obliged to pay your rent, we appreciate the changing circumstances people are finding themselves in and want to work with all our residents to find solutions where necessary.

The Government has a range of measures to support both employers and employees throughout this crisis, and we would encourage you to find out more should you have concerns around your financial situation. You can find all relevant information on the Government website.

If you are moving into a property that has been previously tenanted, we need to ensure that the previous residents are in a position to comfortably vacate the property. This will enable us to complete any remedial works and pre move-in checks, and conduct your inventory.

In order to keep our staff safe, we are incorporating a time period of up to 72 hours between someone vacating the property and our teams completing the above. This may result in a slight delay before we’re able to get you moved in, but we appreciate your understanding whilst we fulfil our responsibility to keep our property teams safe.

Please be reassured that all properties are thoroughly cleaned and checked prior to anyone moving in, so you can be confident that your home will be ready for your arrival.

Where it is safe to do so, and with appropriate PPE being worn by our staff and our customers, the lettings teams are able to conduct in-person viewings if required. However, we are also championing virtual viewings in order to keep everyone as safe as possible.

Where an in-person viewing is arranged by exception, we appreciate your cooperation and patience. Viewings will be restricted to two adults per household with the agent waiting outside the property whilst you visit to ensure social distancing is adhered to.

Following any physical viewings, the properties will be checked and cleaned in between visits, with particular attention to door handles and high contact areas to ensure the ongoing safety of all customers.

You can view a range of walk through videos on our YouTube channel as well, to get a real taste of our DifRent homes.