Lettings FAQs
Landlord FAQs
How do I contact you while your local branch is closed?
In line with government guidelines regarding Coronavirus, to protect our colleagues and our customers, our branches are temporarily closed, but you can still contact us in a number of ways: by calling us on 01799 513632 or by emailing us.
My tenant can’t afford to pay rent – what are my rights?
For Managed properties: If you are on our Rent Collection or Full Management service then you will be fully supported by our Property Management and Rent Arrears team. Please contact them directly to discuss any concerns you may have.
For Find Tenant Only/Tenant Introduction customers: The government has publicised new measures to support you if tenants can’t afford to pay their rent. If your property is on a Buy to Let mortgage, you could speak to your mortgage lender about a 3-month mortgage payment holiday. Review any relevant insurance policies you have taken to see what cover you may be entitled to and seek the latest advice from government websites. We suggest you contact your tenant and work out the best plan for both parties in these challenging times.
My property is still available, will it still be marketed?
You can still proceed with the marketing of your property as agreed and all online marketing will continue as we have discussed. However, we do understand this situation has affected our customers in many different ways and we would suggest you discuss any particular concerns you may have with us and we will provide further advice on your individual circumstances.
How will you deal with any problems that my tenants report to you?
For our fully managed properties, all current tenants will be contacted. We will outline how we can support them in these challenging times and log any repairs or issues. Following government advice, when safe to do so, we will carry out essential and emergency maintenance only. If a tenant refuses access because they are self-isolating, we will follow government advice and won’t enter the property until it’s safe to do so.
I have a property visit arranged, will this still go ahead?
In accordance with government guidelines regarding Coronavirus, we are temporarily postponing property visits to ensure social distancing measures are adhered to. If your property is under our Full Management service, please call or email our Property Management team for further advice.
I have a property ready to let, can you still carry out a rental appraisal for me?
Temporarily, we are unable to offer rental appraisals in person, but we will be staying in contact with new and existing customers in the meantime. Please contact us so we can arrange a rental appraisal as soon as it is safe to do so.
What does the term ‘eviction freeze’ mean?
For Managed properties: An ‘eviction freeze’ is new emergency legislation through the Coronavirus Act 2020 to suspend new evictions and delay commencement of legal proceedings from two months to three months. In addition, all Housing Possession claims in the courts have been suspended for 90 days as from 27 March 2020. Buy to Let mortgages have also been added to the 3 months mortgage holiday. Our Property Management team will be able to explain this and give you up to date information and advice, please contact them in the usual way.
For Find Tenant Only/ Tenant Introduction customers: We suggest you contact your tenant and work out the best plan for both parties in these challenging times. At present your tenant is still obliged to pay their normal rental payment, however, if anything changes and they cannot make payment, speak to your mortgage provider and review any relevant insurance policies you have taken.
Can I still visit my tenant if there is a problem with the property?
For Managed properties: Contact your Property Management team in the usual way, they will be able to help and advise you.
For Find Tenant Only customers: Government advice is to travel only when essential. We recommended you put any non-emergency work on hold until it’s safe to do so. If you or your tenant believe a visit is essential, please call or email us. Please also consult the government website on Coronavirus (Covid-19) for advice.
If I lose rental income, will I be reimbursed?
For Managed properties: Contact your Property Management team in the usual way, they will be able to help and advise you.
For Find Tenant Only customers: At present your tenant is still obliged to pay their normal rental payment and we suggest you contact your tenant and work out the best plan for both parties in these challenging times.
Will planned changes to Section 21 still go ahead?
If your property is managed, please contact your Property Management team in the usual way, they will be able to help and advise you.
Will the Covid-19 situation affect the rental value of my property?
This is yet unknown. We are monitoring the lettings market daily and working hard to keep our landlords informed and supported through these challenging times.
My property is still available, how will you carry out viewings?
Temporarily, we are unable to offer viewings in person, but we are staying in contact with prospective tenants and once government guidelines mean it is safe to do so, we will start carrying out viewings on properties again.
My property is empty, can you still market it and carry out viewings?
Temporarily, we are unable to visit your property to carry out a rental appraisal. Once government guidelines mean it is safe to do so, we will contact you and arrange a visit to your property. Please contact your local branch and let us have your contact details in the meantime.
How can you do viewings in a property where someone is self-isolating?
Temporarily we are unable to offer viewings in person. We are staying in touch with prospective tenants and once government guidelines say it is safe to do so we will be in touch to arrange a viewing.
If a departing tenant has had Coronavirus, do I need to do a deep clean at the property?
Please refer to government guidelines on their website regarding Coronavirus and on how to keep safe and avoid the spread of the virus. You can also call or email the Property Management team for more advice.
Can I take out a Rent Protection Policy now in case my tenant is unable to pay the rent?
Unfortunately, our provider has stopped taking on new business at this time.
Does my Rent Protection Policy cover me if the tenant fails to pay the rent due to the current circumstances?
Currently we do not have an answer to this question. It remains unclear how the legislation affects our ability to meet claim conditions. We are continuing to submit claims according to the standard process and are working closely with Home & Legacy to understand how best we can support our landlords.
Tenant FAQ’s
How do I get in touch with you while your local branch is closed?
In line with government guidelines regarding Coronavirus, to protect our colleagues and our customers, our branches are temporarily closed, but you can still contact us in a number of ways: by calling your us or emailing us.
How can I view a property I’m interested in?
Temporarily, we are unable to offer viewings in person, but we are staying in contact with prospective tenants and once government guidelines mean it is safe to do so, we will start carrying out viewings on properties again.
I am self-isolating, is there any way I can view one of your properties remotely?
All available properties are on our website, so please have a look at the details there and if you are interested, register your interest online or by calling or emailing the local branch.
I’m due to move into one of your rental properties, will it still happen?
In accordance with government guidelines regarding Coronavirus we are following strict advice on social distancing and safe ways of moving. Please call or email the local branch for further details.
What happens if my property needs a repair?
Please follow our normal guidelines to report repairs. We kindly ask you to only report essential repairs so we can ensure all work is carried out safely. Please use the repair portal to report repairs where possible https://sharman-quinney.portal-login.co.uk/login/ The contact number for your Property Management team remain the same and they are prioritising emergency repairs. We continue working hard with all our contractors to ensure we keep up our high levels of service to you and the landlord.
Do I still have to pay rent if my income is affected by Covid-19?
Tenants in a property managed by us: If you are having difficulties paying the rent, please call the Property Management team as soon as possible.
For non-managed customers only: We strongly suggest you to contact your landlord and discuss the difficulties you face and try to set up an affordable payment plan. If you are still facing financially difficulties we suggest to seek advice and see if you’re eligible to claim any benefits to help towards the cost of your rent during this challenging time.
We are currently working on these, we will add as soon as possible.
Contractors are coming to the property, what is the procedure for handing over keys, letting them in?
In accordance with government guidelines regarding Coronavirus, unless this is essential or emergency works (which includes annual gas safety checks) then you should really delay the contractors work until it’s safe to come out. Please telephone us on 01799 513632.
I am self-isolating, how do I cancel a planned maintenance visit?
Please check in your pack to find the contact details for your Property Manager, or call or email your local branch for further advice.
What happens in case of an emergency repair and I am self-isolating?
If the property is managed by us, then contact our Property Management team. We are working closely with contractors to ensure safe methods of working are used in line with government guidelines. Please make sure you let our team know you are self-isolating and any important information we will need to maintain a safe working environment for both you and the contractors.
My tenancy is coming to an end, but I don’t feel comfortable with viewings taking place for prospective new tenants at the moment, can I refuse them?
For the meantime, we are unable to carry out viewings anyway, due to government guidance, so there’s no issue. If this situation changes, we will be in touch but we will only carry out viewings with it is safe to do so.
I am due to move out in the next few days, can this still go ahead?
If the property is managed by us, then contact our Property Management team. If we don’t manage the property, you will need to contact your landlord.
