5TH November 2020 

 

NOTE: This page is continually being reviewed and likely to change in response to the changing nature of the risk and latest Government advice. The guidance below is correct as of the date above. Please check this page regularly.

As part of our response to the Coronavirus pandemic, we are monitoring the situation closely and as Government advice changes we are amending our working practices and responding nationally and locally as required.

As part of our commitment to our clients and customers we have well-established and a well-developed Business Continuity Plan. Our plan has been developed to ensure our business is resilient to unforeseen events and external factors and is protected against risk. Each of our offices have clear and up-to-date BCP escalation measures in place that ensure timely communication to our people and our local teams have the support they need.

Following the advice from the Government during their press conference of the 16 March 2020 we formally invoked our Business Continuity Plan (BCP).

From 5 November 2020 in support of the measures, announced by Government, to stay at home, to protect the NHS and save lives all of our teams will be working from home where it is possible for them to do so. Since implementing our BCP our systems and policies have proven to be effective and have enabled our people to continue to successfully support our clients from home. Over the past few days, we have updated our policies to ensure that we comply with guidance whilst continuing to effectively support our clients in every way we can.

During this period we will be able to continue to meet clients or visit property to carry out work that cannot be done remotely, for example property inspections, viewings or valuations.

Please see below details of how we intend to keep offering our clients an excellent service whilst managing the risk posed by Coronavirus.

CONTENTS

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Business operational measures we are observing in response to COVID-19

  • All of our people are working and accessing our systems from home where they are able to do so effectively
  • Until further notice our people have been asked to work from home and not to see any clients in person (unless essential), all communication should be directed through tele/video conference
  • If you have a meeting scheduled to take place at a Carter Jonas office and it cannot be rearranged to take place via tele/video conferencing you will be asked to observe the social distancing and enhanced public health measures we have in place at our offices, this will include but may not be limited to: washing your hands and using sanitiser; wearing a mask at all times; keeping 2m distance between individuals and for track and trace purposes signing in at our office as a visitor using our system
  • Please note that during this time there may be a delay in receiving and responding to postal mail sent to our offices. To ensure a timely response please correspond with your Carter Jonas contact via email or telephone

Providing continuity of service during a period when Carter Jonas teams are working from home

  • 100% of our professional and client facing teams have a laptop and smartphone
  • Microsoft Teams and VPN technologies mean that our teams are able to access teams and all Carter Jonas business systems remotely
  • Our teams remain productive and still be able to effectively support our clients
  • All of our desk phones have been diverted to mobile phones and/or PC telephony, and our central call handling system notified so that overflow is dealt with effectively
  • All of our people along with impacted clients, contractors, and where relevant, members of the public will be notified of changes to working practices as appropriate

Meeting our clients

  • Until further notice our people have been asked to work from home and not to see any clients in person (unless essential), all communication should be directed through tele/video conference

Visiting property

  • We will only be visiting properties for essential appointments
  • When attending properties we will be observing strict risk control measures
  • We will ask that, as far as practical, the property be vacated during our visit
  • Where prospective buyers or renters will be present, individuals from no more than 2 households should be inside the property at any one time. This includes our agent

Construction Services

  • We will be delivering our services in connection with construction sites which remain open remotely unless essential inspections are deemed to be required.  At this point a dynamic risk assessment will be undertaken in conjunction with the client and contractor.

Enhanced public health measures we are observing in response to COVID-19

  • A rolling programme of communication to all our people through email, intranet, tele/video team meetings and communications-cascade
  • Strictly following the required public health measures and adaptations to our working practices in line with the latest advice at https://www.gov.uk/coronavirus
  • Wherever practical all meetings to be conducted over tele/video conferencing
  • If it is essential for a meeting to take place in person all social distancing and enhanced public health measures must be observed. This will include but may not be limited to: washing your hands and using sanitiser; wearing a mask at all times; keeping 2m distance between individuals and if the meeting is taking place at one of our offices, for track and trace purposes, all visitors must sign in using our system, available at: www.carterjonas.co.uk/visitors
  • All of our people to be communicated with in an open and clear manner to encourage those with specific health concerns to raise them
  • All staff to advise their line manager and Central HR team if they develop any symptoms of Coronavirus, however mild

 

 

ADVICE FOR OUR PEOPLE DURING THIS PERIOD

 

A. Suspected case of Coronavirus in a building or individual property we manage   
1. The Business Continuity Team should be notified and kept in continual communication
2. Ensure the property / building / portfolio manager is notified
3. Ensure all other occupiers and occupier representatives are notified
4. Ensure the building owner / Landlord is notified
5. The latest advice on required public health measures from https://www.gov.uk/coronavirus should be emphasised to all visitors and users of the building:
6.Keep in regular contact with the individual to ascertain their medical diagnosis

B. Confirmed case of Coronavirus in a building or individual property we manage
1. The Business Continuity Team should be notified and kept in continual communication.
2. Ensure the property / building / portfolio manager is notified
3. Ensure occupiers and occupier representatives are notified
4. Ensure the building owner / Landlord is notified
5. Analyse who the person has worked closely with and / or the areas of the building or individual property they visited in the period immediately prior to diagnosis/self-isolation
6. The building may need to be deep cleaned, if the building is non-residential see section C, if the building is residential see section D for further guidance

C. Deep cleaning of non-residential buildings with a confirmed case of Coronavirus
1. Follow Government advice in relation to deep cleaning requirements. This may require us to close the building temporarily
2. Gain building owner permission to organise necessary cleaning
3. Keep in regular contact with occupiers and occupier representatives
4. If the building has been temporarily closed, once cleaning work has taken place and is complete the building will re-open and operate as before

D. Deep cleaning of residential buildings with a confirmed case of Coronavirus
1. The nature of every residential building is different and our response will need to be carefully considered to ensure the correct actions are taken, so please contact your line manager for further advice

E. Property Inspections and Repairs
1. Try and resolve and/or troubleshoot all property maintenance queries remotely
2  Only carryout essential repairs
3. Only undertake essential appointments
4. Ask that, as far as practical, the property be vacated during our visit
5. Any individual or contractor attending a property must provide a suitable and sufficient risk assessment outlining their hazard control measures

F. Construction Services
1. Construction sites which remain open should be supported remotely unless essential inspections are deemed to be required
2. Conduct a dynamic risk assessment with the client and contractor that outlines the required hazard control measures

G. Suspected or Confirmed case of Coronavirus in a contractor
1. The individual should follow medical advice
2. The Carter Jonas Property Manager must be informed 
3. The Contractor must follow Government Guidelines

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