Covid-19 Policy from 1 June 2020

Platinum Properties remain committed to ensuring the safety of all of those with whom we work and working within government guidance whilst trying to minimise any disruption and provide essential services wherever possible. We are taking guidance from our professional bodies, The Guild of Property Professionals and ARLA|Propertymark as we issue this guidance and try to navigate through this difficult period.

Our Offices & Staff

Our offices are being specially adapted and deep cleaned to allow some of the team at Platinum Properties, to return to work safely together from the 1 June 2020 at slightly reduced hours of 10.00am to 4.30pm Monday to Friday when this new way of working will be adopted and whilst we ‘bed in’ these new processes and proceedures. However, our offices will remain closed to public visitors for the time being.

The team will be phased back to work to comply with social distancing measures in the first instance and maintain their safety and wellbeing at all times. All staff will returning to working from the office will have special measures in place surrounding PPE, use of the office environment and cleaning and sanitisation as well as temperature monitoring on arrival to work.

We will monitor the situation moving forward and update you accordingly should things change.

In the meantime please try to direct your queries to the relevant staff member as follows to allow us to deal with any queries efficiently;

Alycia Stegges – 01353 883701 – Enquiries, application processing, tenancy renewals, safety checks, invoice processing and support to property managers.

Sophie Fordham – 01353 883704 – Property Manager for Cambridge, Newmarket and Soham areas dealing with final inspections, queries and maintenance for tenancies in these areas.

Jade Woodruffe – 01353 883702 – Property Manager for Ely, Ely surrounding villages and North Cambridge Villages (Milton, Cottenham, etc) out to Huntingdon dealing with final inspections, queries and maintenance for tenancies in these areas.

Maria Morgan – 01353 883700 – Banking, policy and procedure management, active renovations, property transfers from other agents currently underway, troubleshooting, move ins and staff support and management as necessary.

The main number 01353 664728 will ring all staff members as a group. All emails will be checked or forwarded as necessary.


The following are our policies in relation to appointments, all attendees to appointments will be asked to advise us if they have presented any Covid-19 symptoms in the last 14 days prior to our/their attendance and be required to make a health declaration. We hope that you understand that the following procedures are designed for clients and customers safety, as much as our own. If you have any queries at all please do not hesitate to contact us. All appointments will be completed with a full compliment of PPE, hand and surface sanitisation products.

Valuations/Take On’s

We ask that you meet with us outside the property and conduct the meeting from outside in the main, allowing us access (remaining outside the property yourself) whilst we value/photograph/video the property. We can then discuss any queries, concerns or general matters once we are outside again or over telephone or email thereafter.

Valuations can be completed online for anyone that is nervous of us attending a property, our website has two valuation options on the front page, a full Free Valuation and the option of a ‘Instant Price Guide’ which gives a rough idea of what your property may be worth. Those choosing the full free valuation will be asked to give us details of the property and upload pictures/vidoes to allow us the ability to complete a far more accurate valuation.

We are able to market properties with occupiers pictures and videos and are happy to provide a comprehensive guide to completing these if this is preferred at this time.


Viewings will be completed ‘remotely’ in the first instance to assess interest.

We have new processes in place to ensure full and careful qualification of all enquiries relating to the available properties so that we are only completing on site viewings with those that have the true potential to proceed with a let on the property they wish to view.

Once we have someone who we are sure is keen and able to proceed only then will we attend a physical viewing. Please note that, under current guidelines, back to back or multiple appointments are not permitted at this time.

Those viewing will be asked to attend in PPE (gloves and masks) although staff will carry these to provide where necessary, people viewing will not be permitted entry without these items.

We will ask that current occupiers of properties leave all internal doors open and vacate the property for any viewings to minimise surface/person to person contact and allow us to maintain social distancing as much as possible.

Staff will spray down any surfaces accidentally touched during appointments with sanitiser spray prior to leaving the premises.

Move Ins

This will continue to be fully digitized as we have adopted throughout the time we have worked from home. When key handover is to happen we will attend site to meet with new tenants outside the property with suitably sterilised keys which will continue to be exchanged at a safe distance.

Move Outs/Final Inspections

Properties will be empty at the time we attend and we will not be meeting anyone on site during these, so these appointments can proceed as scheduled.

Inventories (and updates)

As per final inspections.

Property Visits

Property Visits will be completed with tenants via video and/or Zoom calls (to be suitably scheduled) for the time being. This will allow us to discuss, face to face, any concerns tenants have, ask them to show us any problems in more detail and complete a sweep of each room and focus on any areas we need to see in more detail. The Property Managers will keep copies of any submissions and are able to record Zoom calls.

Contractors/Maintenance Works

Contractors will continue to attend properties with the necessary PPE. They can use the spare keys or you can allow them access by latching/opening the door and immediately walking away to allow entry. They will ask you to either vacate the premises for their appointment (sitting in your garden or car) or restrict yourselves to one room they don’t require access to whilst they are on site. They will clean down and sanitise after they have completed any works.

If you need to cancel any appointments during this time please give a minimum of 48 hours notice. This allows all of us to schedule our diaries as carefully as possible to ensure the protection of our staff, contractors, clients and customers at all times and mitigate risk.

Please be aware of the current government guidelines surrounding the current pandemic as follows;

Symptoms of Covid-19

  • Dry cough
  • High temperature/fever
  • Shortness of breath

How to Protect Yourself from Covid-19

  • Regular hand washing with soap and water for at least 20 seconds.
  • Using hand sanitiser gel regularly
  • Cover your mouth or nose with a tissue when coughing/sneezing or sneeze into your elbow
  • Put used tissues in a sealed bin as soon as possible
  • Avoid close contact with others who are unwell
  • Avoid touching your face

What to do if you think you have Covid-19

  • Remain at home and self-isolate
  • Do not visit your GP or hospital
  • Use the NHS 111 online Corona Virus service for further advice