DH Coronavirus / COVID-19 Policy


Here to help you move safely

CREATED: 03/05/2020      -      LAST UPDATED: 20/02/2022
We continue to update this page in line with Welsh Government guidance. Currently in Wales sales and lettings agents can work and offices can be open to the public. Those attending the office must wear a mask at all times, remain behind our safety screens and sanitise their hands on entry and exit. Appointments can be conducted in all properties but follow strict guidelines. As you know we’ve remained open and contactable throughout all lockdowns, with all our teams working from home and conducting appointments virtually when required. Our investment in technology and systems means our teams can work at home without any loss of systems of functionality, to help you buy, sell or let.

Whilst appointments are now permitted, we intend to keep the safety of our teams, customers and the local community at the forefront of all our decisions. We want to be here to help you make the next step safely and our 3-step Approved Appointments system is outlined below.
 
  • Watch the video / 360 tour before any physical appointments
  • Let us know if you have any symptoms, awaiting a test result or have someone positive in your household
  • Face coverings, sanitise, and keeping sensible distances during appointments

Thanks to the technology and processes we have employed, our team can do valuations & viewings virtually, in person or a combination of both to suit your needs.

We will continue to monitor the situation and update our internal processes in line with Government guidance. Our number one priority remains the safety and wellbeing of our teams, customers, and the local community. If anyone in your household shows any symptoms of COVID-19 before an appointment, please inform us as soon as possible. We reserve the right to refuse, cancel or postpone any appointments if we feel we are putting anyone involved at risk.

Viewings
All viewings will follow the process above for the safety of all involved, in addition, the following will apply:
  • There will be no open house or joint viewings at this time.
  • The property video or 360 tours must be watched before any physical appointment is booked.
  • Before any viewing, we will open all internal doors and sanitise between appointments. Please don't enter a property until a team member has asked you.
  • There will be no handshaking or physical contact (sadly this includes pets)
  • Everyone must maintain a sensible distance at all times.
  • In occupied properties, a minimum number of householders should be present and we would ask any homeowners vacant the property during the viewing (where possible)
  • Our team will wear face coverings.
  • Any viewers should wear their face covering and sanitise their hands before the appointment.
  • We will not be handing out any paper details during appointments, these will be emailed (or posted by request) to you.
  • The team will be regularly washing their hands, have hand sanitiser, gloves and face coverings. We also have overshoes, should they be required.
  • All keys will be sanitised before and after appointments.
  • Our team will never attend an appointment if they feel unwell and we would ask the same of all our customers too.
Valuations
Throughout lockdown, we have continued to value property via video calls, images and videos. This will continue using our investment in advance systems but for those who wish to have a physical valuation on a property, we will follow the process above for the safety of all involved, in addition, the following will apply:
  • There will be no handshaking or physical contact (sadly this includes pets!)
  • Everyone must maintain a sensible distance at all times.
  • Our team will wear face coverings where social distancing cannot be maintained.
  • Discuss anything about the property by phone or email after the appointment, or outside observing social distancing.
  • The team will be regularly washing their hands, have hand sanitiser, gloves and face coverings. We also have overshoes, should they be required.
  • All keys will be sanitised before and after appointments.
  • Our team will never attend an appointment if they feel unwell and we would ask the same of all our customers too.
Photography
All appointments will be subject to the same process with a health check being required by all those attending.
  • There will be no handshaking or physical contact (sadly this includes pets!)
  • Everyone must maintain a sensible distance at all times.
  • Our team will wear face coverings where social distancing cannot be maintained.
  • Discuss anything about the property by phone or email after the appointment, or outside observing social distancing.
  • If the house is occupied, you must leave the property or remain in one room with all internal doors being left open. Weather permitting windows should also be opened to allow for good ventilation.
  • The team will be regularly washing their hands, have hand sanitiser, gloves and face coverings. We also have overshoes, should they be required.
  • All keys will be sanitised before and after appointments.
  • Photographers won't move or tidy any items to avoid contact. Please ensure the property is ready for photographs: toilet seat down, bins neat & tidy, curtains and blinds open, room tidy.
  • Our team will never attend an appointment if they feel unwell and we would ask the same of all our customers too.
Surveys
We will follow our Approved Appointment process for the safety of all involved, in addition, the following will apply:
  • There will be no handshaking or physical contact (sadly this includes pets!)
  • Everyone must maintain a sensible distance at all times.
  • Our team will wear face coverings where social distancing cannot be maintained.
  • Discuss anything about the property by phone or email after the appointment, or outside observing social distancing.
  • If the house is occupied, you must leave the property or remain in one room with all internal doors being left open. Weather permitting windows should also be opened to allow for good ventilation. All handles, hard surfaces and handrails should be sanitised before the appointment.
  • A minimum number of householders should be present.
  • The team will be regularly washing their hands, have hand sanitiser, gloves and face coverings. We also have overshoes, should they be required.
  • All keys will be sanitised before and after appointments.
  • Our team will never attend an appointment if they feel unwell and would ask the same of all our customers too.