Coronavirus FAQ

News at Thorgills | 23/03/2020


In light of government advice, and the recent developments around COVID-19, we have taken the difficult decision to close our Brentford branch in order to safeguard our team, our clients and our community. The branch will be shut and none of our team will be on site, but we will still be able to assist with essential work for the duration of our closure, and below are the details of how we will be able to help during this period.

We ask that during this time, you contact us via email and refrain from calling the branch, as our teams will be working remotely. Please be patient with us as we will not be able to respond to enquiries as quickly as we do under normal circumstances.

For those who are in the process of buying and selling, and have agreed terms

If you have accepted an offer on your property, or if you have had an offer accepted on a property, please rest assured that our Client Support team will continue to progress your file as normal, and we will continue to do our best to ensure that your sale or purchase proceeds as smoothly as possible.

You should maintain contact your solicitor and your mortgage broker (if you have one) to establish their operating procedures during this time.

If you have any questions about this you can contact our Client Support team here.

For those who are in the process of renting or letting, and have agreed terms

If you have accepted an offer on your property, or if you have had an offer accepted on a property, please rest assured that our Client Support team will continue to progress your file as normal, and your tenancy should not be affected.

Our referencing process will be conducted as normal, and prospective tenants will still need to provide identification and proof of address. These documents can be provided remotely - identification can be verified through Credas and proof of address can be sent via email.

If you have any questions about this you can contact our Client Support team here.

For those whose properties are on the market, but have not yet found a buyer or a tenant

If your property is currently on the market, we advise that you put your plans to sell or let the property on hold. If you are selling or letting your property in order to secure an onward move, we would urge you if possible to suspend this move until the market returns to normal.

If we have already taken photos of your property, we will continue to advertise it online and will do our best to handle any incoming enquiries during this period. However, following the government's guidelines around social distancing, we will not be able to conduct any viewings at your property until further notice. If you have instructed any other agents to sell or let your property, we strongly advise that you request them to follow the same policy.

If we have not yet taken photos of your property, we will not do so until the branch re-opens in due course.

If you would like to speak to the relevant team about this, you can contact our sales team here and our lettings team here.

For those who are currently looking for a property

If you are currently looking to move, but have not yet found a property, we advise you to postpone your search until the market returns to normal, as we are unlikely to be able to respond promptly to new enquiries or conduct any viewings until then.

For clients whose properties are currently tenanted

Our Accounts team will continue to operate as normal, and will collect and process any rent and fees which are due. 

You can contact our Accounts team here.

For tenants living in properties managed by Thorgills

Tenants living in properties managed by Thorgills can continue to report maintenance issues through our online repair reporting service as normal. We cannot guarantee that we will be able to respond to any issues which are reported through other channels.

Please also note that we cannot guarantee that contractors will be available to conduct non-emergency maintenance works.

For tenants living in properties not managed by Thorgills

Tenants living in properties which are not managed by Thorgills will need to contact their landlords directly to report any maintenance issues. If your home is not managed by Thorgills, your landlord's contact information can be found in your tenancy agreement.

Covid-19


To read how Thorgills is reacting to COVID-19, please click here.


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