Covid-19 Advice & FAQs

For added peace of mind, we thought we’d put together some advice & FAQs which might help to answer your queries or concerns at this difficult time.

Landlord FAQs

  • Are Estate Agents in Scotland open during the current lockdown? Chevron Down IconIcon set Chevron Down

    Official government advice across England, Scotland and Wales is that the housing market should remain open subject to adherence of published safety guidelines.  You can therefore still move home during the current lockdown.  Estate and letting agents and removal firms can continue to work.

    Where possible colleagues we will be working from home.  Where this isn’t possible our branches will be staffed in order to assist with your home move.    

    The safety and wellbeing of colleagues and the public in reducing the spread of Covid-19 remains paramount.  We will be working in accordance with government guidance in Scotland.

    Access to our offices will be by appointment only and so please ensure that you make arrangements with us via telephone or email before you visit to ensure that a colleague will be available to assist you.  Please remember that you are required to wear a face covering before entering our premises and when attending appointments.

  • Is it possible to have a market appraisal on my property? Chevron Down IconIcon set Chevron Down

    Watch our video here

    Yes - We are here to assist both with your immediate requirements and where you are considering letting at some point in the future. Your safety and that of any incumbent tenants is our first priority. We can visit your property to carry out a safe and socially distant valuation, but we also recognise that for some Landlords you may not want an agent in your property. We can still offer you an accurate valuation remotely based on the latest market conditions. Please use the “Get a free valuation” icon on our website or contact your local branch, we are here to help however you want to move forward.

  • Is my property still being marketed for let? Chevron Down IconIcon set Chevron Down

    This is one of the things that has not changed significantly. We will make sure that your property appears on all of the property portals, Rightmove, Zoopla, and Prime Location. Your property will also appear on our Websites. Remember that 90% of people start their house search online and with more people at home this may well increase. We still have new tenants registering with us every day and we are carrying out viewings in a safe and socially distanced way at the property and virtually where we cannot facilitate this. 

  • Are tenants still looking to rent? Chevron Down IconIcon set Chevron Down

    Yes - We have noticed a marked increase in the number of prospective tenants looking to move. We are actively managing those enquiries and matching tenants with potential properties.

  • Can potential tenants view my property? Chevron Down IconIcon set Chevron Down

    Watch our video here

    Prior to visiting we will provide you with details of what to expect and the preparations required.   

  • Will the pandemic affect rental values? Chevron Down IconIcon set Chevron Down

    Likely impact to the UK's housing market is as yet unknown. We continue to monitor activity within the lettings sector to and keep our clients as fully informed as possible.

  • When my property is let can I still take out Rent & Legal Protection (RLP) insurance through you? Chevron Down IconIcon set Chevron Down

    Yes – Sales of RLP policies through our offices have restarted.

  • Does my tenant need to continue paying my rent during the pandemic? Chevron Down IconIcon set Chevron Down

    Yes – Rent remains payable. There is no automatic suspension of rental payments during the crisis.

  • What if my tenant can’t afford to pay rent? Chevron Down IconIcon set Chevron Down

    We have advised tenants that if they are having trouble paying rent then they should discuss this with you as soon as possible. Where payments are made to us, your tenant has been advised to contact us by emailing If you would like to speak with someone, please contact your local property management team. The Scottish Government has put in place a number of measures to assist landlords and tenants in need of financial assistance. Please contact your local branch or visit for further information.

  • Am I under an obligation to help if my tenant is having trouble paying rent? Chevron Down IconIcon set Chevron Down

    Yes –there is an expectation that ”landlords and tenants should work together and exhaust all possible options – such as flexible payment plans which take into account a tenant’s individual circumstances – to ensure cases only end up in court as an absolute last resort”.  

  • What kind of help can landlords provide if their tenant is having trouble paying the rent? Chevron Down IconIcon set Chevron Down

    This will understandably depend on the landlord's personal circumstances but there is an expectation from govt. that landlords will, where possible, agree to payment plans.  In agreeing to a payment plan rent is not waived but delayed by an agreed amount for a set period of time.  The balance is either repaid on an agreed date or spread over the remaining period of the tenancy.  An unreasonable failure to do so could prejudice a landlords’ ability to gain possession.    

  • I have a Rent & Legal Protection policy. Can I claim during the pandemic? Chevron Down IconIcon set Chevron Down

    You should defer to your cover provider to establish details of any restrictions applicable to your policy as a result of the current crisis. If you have arranged cover through us then please email

  • Can I evict my tenant during the pandemic? Chevron Down IconIcon set Chevron Down

    Yes – On Monday May 17th 2021 most of Scotland moved into Tier 2 where evictions can be enforced.  With a small number of exceptions, evictions are still not permitted in Tiers 3 & 4. Please contact your local branch for details of possible exceptions. 

  • Can my tenants give notice? Chevron Down IconIcon set Chevron Down

    Yes – Your tenants can give notice by emailing When we have received their notice, we will contact you to let you know.

  • Is your property management department open? Chevron Down IconIcon set Chevron Down

    Yes – Supporting tenants and landlords in the properties we manage remains our priority.  Landlords and tenants can contact us on the usual property management telephone number.

  • What about undertaking property repairs? Chevron Down IconIcon set Chevron Down

    The easiest way for tenants to report repairs is through our website. They will also receive helpful advice on what to do in an emergency. Our property management centres work with an extensive bank of contractors. At the date of this update, most are working as normal and therefore able to undertake essential maintenance and safety inspections.

  • What about contractors accessing the property during the pandemic? Chevron Down IconIcon set Chevron Down

    To ensure your safety and that of the contractor, they will call you directly to arrange access. Please advise them of any self-isolation or illness within the household. When providing access ensure that social distancing protocols are observed. If keys are transferred do so in a secure envelope ensuring they are sanitised before and after use.

  • What if the Gas Safety Record needs to be renewed during the crisis? Chevron Down IconIcon set Chevron Down

    Where the property is managed by us, we are reminding tenants that renewal of the annual Gas Safety Record is an important part of keeping them safe in their home. Government has confirmed that tenants should, where it is safe to do so, allow access for inspections to take place.

  • What if my tenant is self-isolating or refuses access to the property? Chevron Down IconIcon set Chevron Down

    Your tenant should where reasonable and safe, continue to allow access for repairs and safety inspections. If access is refused then efforts to undertake repairs and carry out safety inspections should be carefully documented and regularly followed up until the work has been completed.

  • Are you still doing property inspections? Chevron Down IconIcon set Chevron Down

    With the exception of where arrangements have been made for us to visit vacant properties, no property inspections will be conducted at tenanted properties whilst lockdown restrictions remain in place. For further information please contact your property manager.  

  • Will you keep me updated on any changes relating to the crisis? Chevron Down IconIcon set Chevron Down

    We update these FAQs in line with government announcements. You can also visit for updates.

Read all our FAQ's here

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