Lucy Properties COVID-19 Update
Following the outbreak of the Coronavirus and in line with the advice from the Government, Lucy Properties have implemented a number of special procedures. The purpose of these procedures is to reduce the risk of exposure to our tenants, staff members and contractors whilst trying to maintain business as usual to our tenants. We carry out a weekly review of these procedures to ensure we meet the current government advice.
Our offices on Walton Well Road remain closed, with staff members working from home. Our maintenance team are now fully operational, working in teams on essential repairs and remedial work as well as tenancy changeovers.
We are contactable via email and also through our phone system – please call the office as normal and you will be transferred to the member of staff you wish to speak to. We are also maintaining our out of hours support through this time.
It is also extremely important for the protection of our team that you let us know immediately if you are showing signs of COVID-19 or have contracted it. Please can you also let us know if you are self-isolating due to being clinically vulnerable or vulnerable or are caring for someone who is. In these cases we will only visit your property in extreme emergencies.
Whilst we hope to maintain our current level of service our priority is to ensure that we have adequate measures in place to protect our tenants, staff and contractors.
For more information and advice for tenants during the current climate please click here to view the governments guidance.
“These are exceptional circumstances but I want to assure you that we are doing everything we can to continue business as normal as possible. We have an incredible team who are working remotely to continue to serve your needs. Please be patient and understanding whilst we adopt the measures set out by the government to protect you and our staff.
I have had some amazing feedback from my team with reports of our tenants being kind and supportive to each other and the communities that they live in.
Please do call or email your usual office contact if you have questions or concerns.”
Ian Ashcroft, CEO of Lucy Real Estate
All of our available properties are currently being advertised on our website and Rightmove.
We will be carrying out virtual viewings on vacant properties in the first instance, following this physical viewings can be made by appointment. Physical viewings will be carried out following a strict protocol, details of which will be sent to you when you have arranged one with a Property Manager. Please note this is for vacant properties only, this is to protect you, our current tenants and our team.
With some properties that are still tenanted it may be possible to get the current tenants to complete a pre-recorded walkthrough of the property, these will not be as thorough as one completed on a vacant property and carried out by a Property Manager.
Please contact the relevant Property Manager to discuss your requirements and what options would be available.
If you are due to move into a property, we would like to assure you that our Property Managers and Maintenance Team are working tirelessly to ensure this happens. All of the pre-tenancy information and Tenancy Agreement will be carried out virtually and will be sent to you via email or DocuSign, please respond to these in good time.
Prior to your move-in date, your Property Manager will arrange a time to exchange the keys with you, this will be done via a keysafe or by meeting outside of the property and observing the government guidelines for social distancing.
Our maintenance team are currently carrying out essential and external maintenance as well as planned remedial and some sustainability works. Some of our regular contractors are also carrying out work on our behalf. This will include but is not limited to fixing bathroom fans, some electrical works, making repairs to stop hazards from occurring and treating any damp issues.
Please bear with us while we work through our list of outstanding jobs, we will get to all of you as soon as we can.
For delivery of small furniture items, we will try where in stock, to have these delivered to your door, on a pre-arranged date. Please note, we will not be able to bring these into your property. If the item you request is flat packed, you would be expected to assemble this yourself.
You will be asked prior to every essential visit if you or anyone in your household is showing signs of COVID-19, please understand that we are required to ask this question for the safety of our team, contractors and their family members.
We endeavour to maintain our current level of service and our priority is to ensure that we have adequate measures in place to protect our tenants, staff and contractors from the spread of Coronavirus.
We have carried out the relevant risk assessments for staff and all workplaces. Our maintenance team and trusted contractors will follow a strict protocol when carrying out works in your property. We also expect all tenants to follow the guidance we will issue to you before a visit commences.
When reporting maintenance issues please email firstname.lastname@example.org giving full details of the issue, including photos to limit the number of visits required to the property.
If you have any concerns regarding any of this information please contact us by emailing email@example.com.
We will continue to monitor the issued government guidance and will continually review our working practices in line with this.
Rental payments to be made online using the bank details below. Please include your tenant reference (contact your Property Manager via email if you are unsure what this is).
Online rental payments:
Lucy Group Ltd
Swift/BIC code (if required) – HBUKGB4B OR HBUKGB4108P
We ask that you correspond via email with your Property Manager to discuss any questions you have regarding your tenancy.
Local help and support
We know that the changes in daily life we are experiencing right now are difficult for everyone, but for some people they have made daily problems impossible to manage. If you or someone you know needs emergency help, don’t be afraid to ask for our support.
Oxford City Council has a dedicated centre ready to support vulnerable residents and get the help they need during the coronavirus crisis. To ask for help you can either:
- Call the Contact Centre on 01865 249 811
- Or find out more through their website here.
Please continue to report all maintenance issues, urgent or not so we can log them on our system and schedule work in at a later date.
- To report maintenance issues email firstname.lastname@example.org
- Email your Property Manager direct or if you are unsure who they are please email email@example.com
- To contact the office please call 01865 559973
- For out of hours please call 01865 559973 where you will be given a separate number to dial for emergencies
We will keep you informed of any change to the above instructions. Thank you for your cooperation.
For more information and advice, please visit the NHS website.
Stay Home and Stay Safe.