Your best interests always come first

 

Wednesday 13.05.2020 13:00


In light of the government announcement today from the Housing Secretary Robert Jenrick, we are currently reviewing the government guidance regarding the property market and forming a carefully considered plan.  

The safety of our customers and staff is absolutely paramount, we will form a plan that is responsible and appropriate. We will keep you updated of any changes going forward, in the meantime, our phonelines remain open and our team are on hand to respond to your calls.

Rest assured, we remain here to support you throughout your journey to move to your dream home for your retirement.


Tuesday 31.03.2020 10:00

 

At Homewise, the health and wellbeing of our customers and our team are our top priority and I want to reassure you of the diligence in our current approach.


Our phone lines remain open

 

We are closely monitoring the daily changing Government guidelines and following their instructions accordingly. This is not an easy time for anyone at the moment, it is a dynamic situation and will continue to evolve. For now, it is very much business as usual.

 

Should you or your families have any concerns or questions regarding the impact Coronavirus on moving home, please call us on 0808 2561 324.

 

We endeavour to focus our diligence in three core areas:

 

  1. Providing continuity and support to

    • Customers in the process of securing their home with the Home for Life Plan

    • Current Home for Life Plan customers

    • Third-party partners

  2. Protecting our customers

  3. Protecting our team of staff

 


1. Providing continuity and support

 

We are well-placed to serve our customers from alternative locations, different to that of our Head Office. 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, 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

 

However, it should be noted that during the forthcoming weeks, there may be further restrictions placed upon us that may place delays on certain processes, as we endeavour to adapt and work with the abilities of all third parties who may be involved in the home moving process.

 

We currently have limited numbers of staff working from home. Any emails or phone calls to staff who are not currently working will be redirected to another colleague, who will respond as quickly as possible.

 

Our Contact Centre is up and running remotely, actively receiving and placing telephone calls as usual, and all incoming calls to the Homewise office are being redirected to individual team members. 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 the 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.

 


2. Protecting our customers

 

In line with British Government advice regarding self-isolation and social distancing, we will no longer continue to conduct Home Visit consultations with our customers. We are however, continuing to offer consultations over the telephone, with the option for video conferencing. We are very much operating business as normal and are at the end of the telephone.

 

Our team will telephone our 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.

 

Customers who have a Home Visit Consultation or an Accompanied Viewing Day before 1st April 2020

 

  • Accompanied viewing days of properties will not be taking place. Your allocated Property Consultant will be calling you to advise of this.

  • Our Consultants will be ringing those customers who have a home visit consultation booked, to advise that the consultation will now be taking place over the telephone.

 

Customers who have a Home Visit Consultation or an Accompanied Viewing Day booked after 1st April 2020

 

  • Accompanied viewing days of properties will not be taking place. Your allocated Property Consultant will be calling you to advise of this.

  • Customers who have a home visit consultation booked will receive a letter from Homewise to advise that the consultation will now be taking place over the telephone.

 


3. Protecting our team of staff

 

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

 

  • Our phone lines remain open

  • All of our staff are now working remotely, away from our head office, at their respective homes.

  • All our staff 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 all staff, 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 staff 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.


Our reassurance to you

 

It's completely understandable to be worried about the impact Coronavirus may have on you or those you care about. Try to stay calm and follow the official advice from the Government. The charity Mind 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


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