Our Journal
Talking Heads: How property businesses are keeping moving in spite of Covid-19
Originally Published in PrimeResi Journal 20/03/20
Home-working and video tours are the new normal, as PrimeResi looks at some of the practical business steps being taken by residential property advisors in the face of the escalating Coronavirus crisis.
You may have noticed that much of the developed world is in lockdown because of a virus. The British Government is advising against all but essential social contact; some travel restrictions are in place; schools have closed; many shops and businesses are shuttered, and a significant chunk of the workforce is still in pyjamas at midday.
The Prime Minister is delivering daily situation reports to the nation, with containment and mitigation policies escalating with each appearance. It’s all rather unprecedented.
The prime property industry is of course affected; we have had multiple reports of cancelled viewings, diminishing enquiries, and heightened uncertainty on all sides. Moving home has become less of priority for many, as Coronavirus usurps property as the only conversation topic in town. PrimeResi will be exploring the effect on the market so far early next week.
But the world keeps turning, some people still need to move, and most businesses continue to operate – albeit with a few big changes to the daily routine. Everyone from real estate giants to boutique advisors are being affected by the pandemic and efforts to quell the spread of the disease.
So we asked some residential property firms about what practical steps they are taking in response to the Coronavirus outbreak.
Major players such as CBRE, JLL and Homes England have told London staff to work from home, as have the likes of boutique development firm Alchemi, super-prime estate agency Beauchamp, communications agency PRCO, and buying agency Recoco. Knightsbridge estate agency Nicolas Van Patrick is in the process of scaling back the office-bound team, anticipating a fully-remote workforce by next week.
Technology is key to enabling all this remote working. Video conferencing, virtual tours and screen sharing have shifted from relative novelties to essential tools overnight – potentially prompting a longer-term step-change in how businesses operate. Most sales and buying agencies seem to be ramping up video capabilities in particular. While these have long been a staple of international deals, more firms are offering live video viewings and virtual tours to domestic buyers as a direct response to the Coronavirus crisis.
“As a traditionally face-to-face business style, it may well have a lasting impact on how we operate viewings for the indefinite future, embracing technology and creative techniques that suit ever-changing consumer needs,” says Jamie Read of independent London estate agency Tavistock Bow, which is now offering live video viewings. A decent user-friendly video conferencing set-up “has really changed the way I feel about using video in a people facing industry,” notes buying agent Jess Simpson. “The use of mobile video calls may very well become a more frequently used tool for undertaking viewings in coming months,” says Jeremy Gee, MD of PCL and international specialist agency Beauchamp Estates; “viewings by proxy if you will.”
Many face-to-face meetings, including real-world property viewings, are however still taking place. Firms are taking sensible hygiene and distancing precautions to prevent the spread of the virus. “Our business is a human business,” says James Greenwood, a director at national buying agency Stack, “but it’s not a mass activity, and involves a handful of people at most at any one time in, usually, a private place.” The firm has developed a clear set of guidelines for its 17 offices, which provides a useful template for other property agencies. The NAEA and ARLA have also published guidance for sales and letting agency operations during the pandemic.
Further Reading
- Lucian Cook on what Covid-19 might mean for the property market
- Propertymark publishes Coronavirus guidance for estate agents
- The Stacks Protocol: A national buying agency’s guide to safe business in the Coronavirus crisis
Talking Heads: What practical business steps are property firms taking to deal with the Coronavirus crisis?
- James Greenwood, Director at Stacks Property Search
Our business is a human business, but it’s not a mass activity, and involves a handful of people at most at any one time in, usually, a private place
None of us know how this crisis is going to play out, but as buying agents our job is to continue to look after our clients, and others that we deal with, in a safe and responsible manner. To this end, we have effected a protocol that has been rolled out across our seventeen offices.
Our business is a human business, but it’s not a mass activity, and involves a handful of people at most at any one time in, usually, a private place. Our protocol is designed to reduce risk to an absolute minimum.
And we feel that the UK residential property market should continue to trade throughout the crisis.
Read all about the Stacks Protocol on PrimeResi here.
- Charlie Baxter, Managing Director and co-founder of London property developer Alchemi Group
We’re working closely with our contractors to consider resequencing of programmes to mitigate delays
Like many London businesses we’ve asked our team at Alchemi Group to work from home until further notice, while keeping visits to the Westminster Fire Station site to a minimum and making a greater use of facetime.
Some of the products we are using for Westminster Fire Station are coming from overseas – including European countries currently affected by the corona virus – and in anticipation of delayed deliveries we’re working closely with our contractors to consider resequencing of programmes to mitigate delays.
- Patrick Alvarado, director of Knightsbridge estate agency Nicolas Van Patrick
We foresee all staff working remotely by next week
We have a plan in place so we can carry on working even if the staff can’t get into the office, with the workforce split into two teams which alternate in terms of time in the office – so 50% of the staff are in one day, and the other 50% the next. We foresee all staff working remotely by next week.
- Jeremy Gee, Managing Director at Prime Central London estate agency Beauchamp Estates
The use of mobile video calls may very well become a more frequently used tool for undertaking viewings in coming months: viewings by proxy if you will
Beauchamp Estates will continue serving its clients throughout the current Coronavirus situation. All our directors and staff will be working from home or remotely, and are available to speak with clients and provide them with advice when required. The only change is the temporary closure of our London and Tel Aviv offices, Cannes having closed last week and Mykonos being out of season, but Beauchamp Estates is a people business and the team remain here to assist clients.
The NAEA/ARLA have issued detailed guidance to all estate agents on how to continue operating during the Coronavirus outbreak, which is very detailed, presenting official industry guidance and best practice. Beauchamp Estates will be following these guidelines and are updating our website to advise clients that although the offices are closed we remain operational at this time.
Clients are still happy to view properties, with no viewings to date cancelled as a result of Covid-19.
The Beauchamp Estates team have not undertaken any viewings by FaceTime, or similar, directly as a consequence of current health issues, but have done so on other occasions. The use of mobile video calls may very well become a more frequently used tool for undertaking viewings in coming months: viewings by proxy if you will. We are also switching many face to face business meetings to Skype.
- Jamie Read, Director at independent London estate agency, Tavistock Bow
This is a really interesting challenge for the property market to adapt to, and may pave the way for how the future of the industry will look in years to come
The good thing about being a smaller sized business is that we can be agile and adapt very quickly to challenging situations. We do a lot of property videos in any case as a large proportion of our buyers & tenants are from overseas, but we’re stepping this up a level and offering live video viewings too. Yes, viewings have been, and will continue to be, affected, but this is a really interesting challenge for the property market to adapt to, and may pave the way for how the future of the industry will look in years to come. As a traditionally face-to-face business style, it may well have a lasting impact on how we operate viewings for the indefinite future, embracing technology and creative techniques that suit ever-changing consumer needs.
As a business, we’re taking every precaution necessary to keep our occupiers, tenants and workforce safe during these unprecedented times – from hand sanitisers, to disposable shoe covers and latex gloves during visits – especially when handling keys which so many people will naturally come into contact with. We can’t all just stop – so by adopting remote working where possible, supplying staff with the tools they need, together with a pragmatic, agile business approach, we aim to keep our clients well serviced throughout this time.
- Trevor Abrahmsohn, Director at North London estate agency Glentree International
We are continuing to accommodate viewings of applicants and homeowners, who are prepared to allow inspections of their properties, as long as all parties observe strict standards of hygiene and protective procedure
Glentree International is a responsible business with a provenance over 45 years and we are keen to make sure that the interests and safety of our clients and staff is the bedrock of our ethos.
We have provided our office with all the anti-bacterial materials necessary to maintain a high level of hygiene and barrier protection.
Our cleaning staff, have been instructed to be doubly vigilant as to standards of sanitisation.
The staff are given hand sanitizers and instructed to use this as well as washing their hands for at least 20 seconds, with soap and hot water, in order to try to prevent and anticipate cross fertilisation of this unfortunate virus.
Since Coronavirus has only been around for four months, the full extent of its pollination is not properly understood, even by the doyens of epidemiological science.
If one is triply diligent, you stand a chance of minimising the disruptive elements of the illness and even then, there are no guarantees that you will not contract it.
We are continuing to accommodate viewings of applicants and homeowners, who are prepared to allow inspections of their properties, as long as all parties observe strict standards of hygiene and protective procedure.
Where the homeowner or applicant is age vulnerable, or has a compromised medical condition, we recommend that inspections of properties be delayed, until this medical pandemic has been contained.
For the moment, we have no intention of closing our business and having taken certain precautions, we intend to carry on trading with anyone who wants to utilise our services.
Were a member of staff to show some suspect symptoms, we would immediately recommend that they should self-quarantine and work from home.
- Tim Macpherson, Head of London Residential Sales at estate agency Carter Jonas
We are issuing updated advice for our people and our clients daily and are offering digital appointments for those unable to attend in person
Whilst activity has slowed significantly, our pipeline of sales is holding well and – whilst stocks and shares investments have taken a blow – property is often a safe haven.
As it stands, we have witnessed viewing numbers here in Mayfair reduce by approximately half, primarily due to clients understandably choosing to work from home or not travelling to the UK. However, many overseas purchasers are sending UK representatives or nominees to view in their place, and we are arranging more Facetime meetings and viewings to maintain communication. We have even had some blind bids, demonstrating that motivated buyers are doing what they can to move forward.
Deals that have already begun are continuing to go ahead as planned, and we expect more to go through over the coming days, but there may be a knock-on effect on future transactions simply due to the fact that a proportion of purchasers will be unable to physically view any properties.
To maintain momentum but also safety, we are issuing updated advice for our people and our clients daily and are offering digital appointments for those unable to attend in person. For anyone bringing a property to market, we are offering virtual tours to adapt to the sales conditions we could be facing in the weeks to come.
- Jess Simpson of Jess Simpson Property Search
It has really changed the way I feel about using video in a people facing industry
Whilst we are still meeting clients, we are conducting many meetings and viewings by video conference. We are lucky enough to have a great user-friendly system without glitches which make a big difference – it has really changed the way I feel about using video in a people facing industry. Also, as a buying agent, we always undertake a great deal of desktop research before visiting property. Clients are finding that this really does reduce the number of risky “wasted” viewings and they are only viewing a very focussed shortlist of properties.
We have had some viewings cancelled as even motivated sellers are wary about people coming into their homes. We always wash our hands as soon as we arrive and immediately after leaving. We are also advising our clients to try to leave the children with someone else. We are not yet using face masks but I wouldn’t be surprised if some homeowners insist on it in the near future.
- Design conglomerate, the Accouter Group of Companies
Most of us here are fortunate to be able to continue our work from the comfort and safety of our homes
Like many businesses we are acclimatising to how we operate under these unprecedented circumstances.
The welfare of our people remains a priority, and most of us here are fortunate to be able to continue our work from the comfort and safety of our homes. We are trialing a full closure of our HQ which will now become our permanent set up until further notice. Our bunch remain accessible via email, phone, and if necessary, video conferencing. We are here to assist you with any queries you may have.
We acknowledge that the opportunity to work from home is not an option to those working on the frontline, even our own installation team, during this unpredictable time. Our appreciation goes out to all workers in the NHS, national service and the long list of others, including our own crew, who are keeping the country going. Whilst taking all necessary precautions; we will do all we can to use the extra hours saved on our daily commutes to volunteer for mutual aids groups and encourage volunteering in our local communities during this period.
- Paul Clarke, co-founder of estate agency Mr and Mrs Clarke
It’s unlikely that a purchaser will buy from a video call but we feel it will absolutely be a lead generation tool
Buyers are going to be in their homes much much more – so we’re keen to offer them one on one tours led by our Mr and Mrs Clarke agents together with the vendor of the property where appropriate. It’s unlikely that a purchaser will buy from a video call but we feel it will absolutely be a lead generation tool that allows people to slim down their list of options and if their interest is sparked they can view in person at a time that suits them.
- James Nightingall of James & James property agents
We are very much open for business and are happy to phone or facetime buyers and sellers
We have asked to postpone all viewings until further notice. We are very much open for business and are happy to phone or facetime buyers and sellers.
Many sellers have cancelled viewings last week. Our last viewing on Monday the 16th was under strict instructions from the owner, who asked the applicants for their temperature and to wash their hands before entering the property. We have seen an increase in internet traffic and super-prime rental enquiries; including a hotel concierge of a well-known luxury London hotel.
- Nigel Bishiop of buying agency Recoco
All the Recoco team are working remotely from their homes
All the Recoco team are working remotely from their homes.
The Country team acting for buyers mostly travelling a distance reports all forthcoming appointments and meetings have been cancelled either by our clients (the buyers) or the vendors of houses not wishing to have strangers from away in their homes. The London team is equally noticing a similar reaction and the inevitable concern over reassessing values as the economy wavers.
- John Newhouse of North of England estate agency Roseberry Newhouse
Viewing appointments are advised there will be no handshakes and to confirm they have not travelled from an infected area or felt unwell
Despite a few sporadic cancellations it has otherwise been business as usual in the Teesside area.
To that end we have started creating video tours for our properties should viewing be suspended due to the Coronavirus. All clients have been contacted to advise on precautionary measures and viewing appointments are advised there will be no handshakes and to confirm they have not travelled from an infected area or felt unwell.
Practically the lettings market is less likely to be affected with the majority of lets being more long term and demand outstripping supply for renters looking to find accommodation.
Activity in the sales market may be hit harder depending on the outcome over the next few weeks and months however the majority of home moves are ‘need’ based and with new instructions having dipped in the first quarter of 2020 demand is still relatively high.
In an ever-changing situation we just need to be prepared to adapt and are continually working with other Guild of Property Professional members to offer practical solutions and advice.
Other related categories
Other related articles
