Unlocking Property Management

The great property freeze has lifted, with estate agents now allowed to open back up and property moves given the green light again. But as one of the first industries to reopen, how should letting agents prepare for the next phase of their COVID-19 response? 

Staff

The first question many agents will be dealing with is how to unfurlough furloughed staff. There are no hard and fast rules. As agents navigate the new situation, it may be worth considering:

• The different skill-sets of your staff – which parts of your operation are on the front line may determine which of your staff should be brought back first.

• Some agents may choose to operate a ‘first-out-first-in’ policy and bringing back those members of staff that have been on furlough the longest. 

•  Assessing which of your staff may have children at home with nobody to care for them while schools are closed or those that may be more vulnerable make provisions for remote working where possible.(pregnant women or those with health concerns for example). 

• Above all, it’s vital to be transparent – make staff aware that it’s a difficult decision for you and that you are not playing favourites. 

Once you have determined which staff members are being unfurloughed, take time to reassure them. Arrange extra sanitation services in any office premises, providing hand sanitizer and extra hand-washing facilities where possible and make sure you adhere to all social distancing within the office environment. You should also make clear that all client should make an appointment where possible before visiting the office. To minimise their interaction with other members of staff, you should dedicate an area of the office for visitors and instruct staff members to wipe down surfaces and door handles between appointments.

Clients

It won’t just be staff that may need reassurance – prospective tenants may also be nervous about travelling by public transport to property viewings or the property viewings themselves. The following measures should go some way to easing concerns:

• Space out viewings to ensure there are no overlaps and reduce footfall in properties. 

• Operate an appointments system to manage your numbers and make sure all potential tenants can be tracked down should an outbreak occur.

• Suggest prospective tenants take a virtual viewing first to ensure that those viewing in person already have a strong interest in the property. 

• Equip staff with sanitizer and ask existing tenants or landlords to wipe down surfaces both before and after any potential viewings. 

• Provide effective directions – many prospective tenants may wish to avoid public transport or busier routes. Giving detailed instructions on how to access a property, including parking, can help them make suitable arrangements. 

• When it comes to existing landlords and tenants, maintain the digital elements of your business, particularly when it comes to day-to-day matters like repairs and maintenance. Government guidance advises landlords and agents to use tech solutions to help manage repairs requests and minimise in-person call-outs. 

Although this is an uncertain time for everyone, encourage staff to stay positive. As the first industries to be unlocked, estate and letting agents can set a strong example for those who follow. 

Guest blog provided by FixFlo