COVID-19 UPDATE

If you are moving in to a property and you need to collect your keys, we have put measures in place to ensure the safety of our residents and our staff.

This includes reduced staff in branch in order to maintain a safe distance at any key collection point, or where possible, you may be able to collect your keys from a designated key nest.

A member of the lettings team will be in touch with you just before move in to confirm the instructions you need to follow to collect yours keys.

Absolutely! We have continued to move residents into their new homes throughout this period, including during the strictest lockdown measures.

We will work with you to agree a date, and advise on any changes to access as required.

You can still apply for available properties, or reserve off-plan those that are under construction. As normal, you will be required to pay a holding deposit in order to reserve and take it off the market, giving you peace of mind that your chosen plot is secure for you.

Our lettings team are available to take your call and to discuss all availability with you, or you can submit an enquiry form on the appropriate development page and they’ll get back to you as soon as possible.

The team will endeavour to factor in any construction delays or possible lockdown impacts when discussing your application and anticipated move in dates with you.

We are facilitating viewings in a number of ways during this time.

In some instances, we are in a position to conduct a viewing in-person. Where this is possible, we ask that you limit the number of people viewing to just 1-2 people from the same household, to wear masks when inside the property, and maintain a 2m distance from our lettings negotiators.

If an in-person viewing isn’t possible or you are not comfortable, our teams can conduct video viewings over FaceTime or Whatsapp, or by sending you existing walkthrough footage.

We also host virtual open days streamed live on Facebook, which you can catch up with on our Facebook page.

• During periods of lock down, home visits may be delayed unless it is absolutely critical, a legal or compliance issue such as annual Gas Safety Check or due to an emergency.
• Anyone visiting a resident during this period will call before the visit to assess the health and safety risks of any occupants.
• Any staff visiting a property will be carrying out routine hygiene checks before and after entering, including regular hand washing and using anti-bacterial hand gel. Face masks and gloves will also be used.
• We would kindly ask that if you are due a visit you open all doors for our team, put lights on where appropriate and abide by the social distancing guidelines whilst our staff are in the property.
• A proportion of our office staff are still working remotely, minimising social contact. However they are still be available over the phone and email.
• We are continually looking to put alternative processes in place to ensure our customers are safe, whilst also maintaining customer service, this include virtual viewings and property videos where possible.

Please continue to report any maintenance requests through the FixFlo app or by calling the main team. As much as possible, we are working to ensure that all requests are handled in a timely and appropriate manner – however please bear in mind that some contractors may operate on an emergency repair works basis only, depending on the local lockdown restrictions in place.

Emergency works 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.

Health and safety must come first, so if we need to enter your property to fix an emergency repair, we will ask you a series of health and safety questions before our visit. Anyone visiting your property on behalf of Simple Life will be carrying out appropriate hygiene measures before their visit.

Remember you can also access self-help videos for common fixes around the home on our YouTube channel.

We appreciate your patience with our teams and contractors.

Our teams have been working remotely or in reduced numbers since March 2020, and we are proud to continue to maintain our high standard of customer service. Therefore they remain fully contactable via phone or email.

Whilst everyone will be in different situations we understand a few will be experiencing genuine financial hardship with a dramatic reduction in income as a result of COVID-19 and we ask that if you come into that category you contact us directly.

We will be ready to take your call and we will work together to seek a solution for those in need. If however you have already made us aware of your change in circumstances there is no need to contact us again in this regard.

For those that are employed but are experiencing reduced income or threat of lay off you should speak to your employer about the ongoing changes to the Coronavirus Job Retention Scheme. More details can be found on the Government website.

If you are due to move out of your property during this period, you are still able to and you are comfortable that it is safe enough for you to do so, please communicate this with the team who can give you instructions on how to leave the keys with us.

If you are due to move out and you now wish to stay either permanently or for an extended time, please just give us a call. Please be reassured that you have your Simple Life home for as long as you need it.

We are more than happy to talk to you about extending your contract or coming to a solution that works for both of us.