Coronavirus – Important information for clients

The health and wellbeing of our employees and the residents of the properties we manage is of utmost importance to us and whilst these are uncertain times we wanted to reassure you that our focus and dedication remains the same as it always has.

First and foremost please follow the Government’s new measures which are always up to date and can be found on  https://www.gov.uk/coronavirus. The government has produced a set of FAQ’s to help you understand the rules and to make the right decisions.

Advice is also provided through a government media campaign so listen out for any new developments.

As a service provider, we need to make some changes to the way we do things.  These changes will, understandably, bring some limitations to normal service delivery. They are designed in accordance with Government advice and Public Health England, particularly in relation to limiting social contact, as we all try to do our bit to help manage the Coronavirus outbreak.

The following questions and answers are designed to tell you about what’s been put in place and what you can expect during this difficult time.  We must reiterate however that this is our approach at this current time, things are changing constantly in response to Government advice and our staff resource levels, so you are advised to keep a check on our website for the most up to date information.

Will your offices still be open?

Our office is now temporarily closed to the public and all employees are now working from home.   Our telephone lines are still open, and all departments can be reached on the usual extensions, please call 0333 700 6 700.   As we have less staff available, due to the measures put in place, it might mean you have to wait longer than usual to get through.  If your call isn’t urgent we would recommend you email your enquiry to us at mail@townandcity.com and a member of the team will get back to you.

What will happen with the repairs and maintenance service?

We are focussed on maintaining this service, all contractors are aware of social distancing and infection control guidelines and they will not enter individual apartments.

To report a repair or maintenance issue, please email us on mail@townandcity.com or call 0333 700 6 700, Option 1.   Our out of hour’s service will continue to operate outside of normal working hours.

What about the fire alarms and emergency light checks?

These services will continue.

How do I pay my service charge? 

You can pay your service charges in the following ways:

  • Over the telephone by credit/debit card, please call 0333 700 6 700, Option 2.
  • By BACS/Internet banking, bank details are provided on the front of your invoice
  • By standing order if applicable to your development

We have currently suspended the payment of service charge by cheque, whilst our post has been redirected, we cannot guarantee this will be received in a timely manner and hence we have decided to withdraw this service.

Moving Forward

At this point no-one can fully predict how the Coronavirus will develop, therefore we’ll review the situation daily, adjust and manage this and restore business as usual when it’s right to do so.  We’ll update our website with any further changes.

We would like to thank you for your understanding and wish you the very best during these unprecedented times.