Your best interests always come first


Friday 15.01.2021 17:00


The country remains in a nationwide lockdown and, with guidelines continuously changing, we are reassuring our customers of the government guidance that you can still move home during lockdown.


As it stands, the government have confirmed that the property market will remain open during lockdown. Meaning that home buyers can still move, removal services and estate agents are still in operation, and tradespeople are still able to access properties to carry out any necessary works.


This is of course great news for our customers, our team and our Estate Agent partners. We remain committed to helping our customers find and secure the perfect property and doing so in a safe manner.


These continue to be challenging times, but we love to learn and solving problems is what we do; we have learned a lot over the last 10 months and adapted accordingly during 2020, whilst still enabling all of our customers to move home. So, rest assured our experience in these circumstances positions us well, in ensuring the moving process is as stress free as possible for our customers and their families.


As always, keeping our customers and team members safe is the top priority during this time. We have safety measures that remain in place and are monitoring the situation regularly. Please be assured we will update our customers should anything change that may affect their move.


Should you have any queries, our team is on hand to answer any questions that you may have.

Our phone lines remain open


As this is a dynamic situation, we are continually monitoring the government guidelines and following their instructions accordingly. For now, it is very much business as usual.


Should our customers or their families have any concerns or questions regarding the impact Coronavirus may have on moving home, please call us on 0808 2561 324.


We endeavour to focus our diligence in three core areas:


  1. Protecting our customers

  2. Protecting our team

  3. Providing continuity and support to

    • New customers looking to find a new home who like to find out more about the Home for Life Plan

    • Current Home for Life Plan customers

    • Third-party partners


1. Protecting our customers


The property industry as a whole, including property agents, conveyancers and other professionals, have modified how they work to reduce the risk from COVID-19, and we will guide you through these changes.


In line with British Government advice regarding self-isolation and social distancing, we have adapted our practices and ensured we remain available to support our customers every step of the way. This includes changing our processes to remove the need to conduct home visit appointments. We have continued to offer consultations via video conferencing or, should a customer prefer, over the telephone, and have received very positive feedback from customers and their families through this process.


We are very much operating business as normal; we are just at the end of the telephone and have many online guides should you need help or advice at any time. Our team are also on hand to help should any customers require support in using video call technology at any time.


We will telephone customers prior to their booked consultation to check on their health and wellbeing. If a customer is of ill health and would prefer to postpone the consultation, we can rearrange consultations for a more convenient time.

2. Protecting our team


Whilst I am grateful to report there are no reported cases of the virus amongst our team at present, here's what we are doing to protect our employees as much as possible:


  • Our phone lines remain open

  • We have a reduced number of employees working from our Head-Office in a Covid-secure environment, respecting social-distancing guidelines. There are a number of safety precautions around the office, which honour those guidelines and keep everyone safe

  • All other team members are working remotely from their homes.

  • All employees have access to company benefits such as mental health and wellbeing support via our team of Mental Health First Aiders and dedicated telephone advice lines, which offer guidance and support free of charge.

  • Our free online communication portal remains available to the team, ensuring they can communicate with each other regularly and share their stories and updates.


During this period, we are reminded of the importance of ours and our family’s health, wellbeing and future happiness more so than ever. As such, we are encouraging our team to spend this time doing the things that are most important to them, which they may not normally get the opportunity to do.


For example, making use of the company laptops from home to spend time learning and developing new skills, join online interactive exercise classes, volunteering and, of course, spending quality time keeping in touch with friends and family members.

3. Providing continuity and support


We are well-placed to serve our customers from alternative locations, different to that of our Head Office should we need to. We have the ability to provide support to our employees and thereby our customers and third-party partners to work in different locations, including from home.


Our internal communications mechanisms are robust, which have enabled us to react quickly and effectively with any guidance/action required.


Irrespective of Coronavirus and the current lockdown period, rest assured our phone lines remain open and our core services are operating as normal. We are well positioned to still provide:


  • Customer service support and initial enquiries

  • Consultations and quotations

  • Online property searches and due diligence research

  • Negotiation and securing of property purchases

  • Conveyancing support

  • After-sales support to existing Home for Life Plan customers through our Customer Care Department


We currently have some team members working from home, and a select few working within our Head-Office (where it is safe to do so). In the instance where a colleague is not working, any emails or phone calls will be redirected to another appropriate member of the team, who will respond as quickly as possible.


Our Contact Centre is up and running, actively receiving, and placing telephone calls as usual. In the event that you reach our voicemail, please leave a message and all calls will be returned as quickly as possible.


With the evolving status of Coronavirus, we believe it is necessary to continually assess our abilities to respond rapidly and in good order. In doing so, we will inform you of any such changes should they arise.


Our reassurance to you


It's completely understandable to be worried about the continued impact Coronavirus may have on you, those you care about and any future plans you may have. Try to stay calm and follow the official advice from the Government. The charity Mind also has information you might find helpful, and we have a detailed blog full of tips and resources to help you stay healthy throughout this time.


We'll keep updating this page with all the latest information, as and when things change. In the meantime, if you have any questions or concerns, please call our team on 0808 2561 324.


Thank you for your understanding and cooperation during this time.

Mark Neal

Managing Director, Homewise

Got a question about moving home during these times?

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