Covid 19 - Procedures and Services Update - Peter Heron

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Covid 19 - Procedures and Services Update

13 May 2020

Covid 19 - Procedures and Services Update

In line with recent Government Guidance regarding the spread of Covid-19, Peter Heron wish to offer this new advice to our clients to keep you all up to date with our associated procedures and any changes to our services. We trust you will appreciate that the situation and guidance from Government will change, and in the event it does; we will endeavour to update our own policy in line with theirs as quickly as possible.

For up to date information click on the link:

At Peter Heron we take the safety of our valued clients, staff and contractors very seriously. As such we are currently taking the following precautions, as in line with Government Guidance;

New Opening Hours

Please observe our temporarily opening hours below:

Monday 9.00 - 17.00

Tuesday 9.00 - 17.00

Wednesday 9.00 - 17.00

Thursday 9.00 - 17.00

Friday 9.00 - 17.00

Saturday 9.00 - 12.00



Both our branches in the City centre and Fulwell are now open, however in the interest of our team's safety, customers will not yet be permitted to enter the branches however our telephone lines are open as normal.  Any key collection will be by appointment only in line with our existing Covid-19 Policy.

Virtual Market Appraisals and Valuations

Last week we launched a Virtual Valuation Service and further details can be found on the link below:

 Virtual appointments can be arranged with Managing Director Mr Ashley O’Carroll or Senior Valuation Manager Mr Paul Hubbard.

Please contact our branches as normal over the telephone, via our online booking system or via email to arrange this if required.

Viewing Appointments

A selection of our properties can already be viewed virtually online via our Video Tours however when this is not possible and if you are living in the home you are selling or renting, you will obviously  have some reservations in letting people through your door.  Whilst we fully understand how you may feel, we do believe this can be done in a safe way. We have updated our Covid-19 Procedures which are set out below:

No more than one viewing appointment can be attended at any one time with a maximum of two people in attendance along with the Owner/Agent.

Social Distancing must be always adhered to.

Gloves must be worn together with face masks by all parties concerned.  Failure to do so will result in non-entry to the property.

The Seller/Agent will ensure all doors are open in order to limit any contact within the property and will remain outside of the property during the appointment. 

There will be no 'back to back' or multiple viewing appointments.

All viewers will be required to electronically sign a Health Declaration to confirm they are experiencing No Coronavirus symptoms, have not tested positive for Coronavirus, are not self-isolating or have been exposed to anyone displaying these symptoms.  The Declaration will be emailed to all viewers when appointments are arranged. 

All tenants wishing to view any rental properties must be proceedable and financially qualified.  Our team can run through this process at the appointment booking stage. 


Those viewing a home to purchase should be 'proceedable' i.e. only those who have sold their property (SSTC or Completed), have the cash to proceed without selling, are first time buyers or are living in rental property will be permitted to view.  For our clients selling, the guidelines are our recommendation only, which we feel will reduce any unnecessary exposure however, let us know if you do want to continue to let non proceedable people view and we will act upon your instructions. 


I hope you will appreciate, we have been operating with skeleton staff and our team have been working remotely from home and this new legislation has been sprung upon us we need time to re-integrate our team back to work. We also have a significant back log of viewing and valuation requests over the last few weeks and we would appreciate your patience and understanding as we workt through this.


Tenanted property visits and inspections

All routine Property Visits to tenanted properties will be postponed until further notice.

Maintenance of tenanted property

We will continue to manage maintenance in line with the timescales outlined in the Tenant Handbooks, out of hours emergencies will also continue to be managed as normal until further notice. All maintenance issues should be reported as normal using the “Report a Repair” tab on the home page of our website

Gas Safety Certificates

We can arrange for Gas Safety Certificates to be carried out with contractors having full PPE.

High Risk Category Clients, Customers and Tenants

Tenants in a ‘High Risk Category’ as per the Governments Guidelines or those self-isolating, please contact us via email at [email protected] to inform us,  so that we may update our records.

Rent Payments

Rent payments will be due as normal and for the foreseeable future. If the Government confirms any changes to this and/or any changes to legislation regarding tenancy agreements and rent payments, then we will update this page along with any procedural changes accordingly.

ARLA advise Tenants who have any concerns about paying their rent due to a change in their work circumstances, please follow the guidance from the Department of Work and Pensions.

We appreciate the majority of our tenants already follow tenancy guidelines and pay rent via standing order, however we would like to stress we will not be accepting any “in person” rental payments going forward, this includes cash or card payments in branch.

Tenants can continue to report any repairs via the report a repair function, we simply ask for their understanding of potential limitations during this pandemic. 

Please read our full rental payment Q and A in a PDF document.

Government Lockdown Business Continuity

During the current government lockdown, we confirm all our team are still contactable on the usual telephone numbers and email addresses.

We want to emphasize the importance of the global issue, but also offer a sense of unwavering optimism for the future. How we each respond at a time like this reflects who we are and what we stand for. We will continue to put our community first and offer support to those who need it.