How to carry out check ins and check outs in a covid-compliant way

NRLA partners No Letting Go explain how landlords can safely carry out property check-ins and check-outs during the coronavirus pandemic.

The latest government rules combined with the Prime Minister’s recent address to the nation is clear – tougher measures are required to control the spread of the virus.

Everyone has a slightly different attitude to risk, and with each new set of guidance comes a shift in public attitudes. The public wants guidance from the government to reduce the risks of contracting an avoidable illness, but they also want protection against avoidable economic hardship (according to the Health Foundation and Ipsos recent public survey).

So, we all have a role to play – government, public and businesses large and small. Let’s hope that common sense prevails and the wearing of PPE, washing hands, sanitising and minimising contact with others will prevent us facing further draconian measures.

So how is this affecting the lettings industry? Well actually, very little has changed to the protocols already in place with landlords and suppliers such as inventory providers, aimed at minimising the spread of the virus. However, there is now more emphasis on PPE, and working from home once again, so the ability to outsource property related tasks to reliable, responsible experts will be paramount in the weeks and months ahead.

In terms of how we continue to adapt as an industry, the focus has to be on creating as much confidence as possible for landlords and tenants, by ensuring safety measures are in place and being adhered to, and technology solutions are being utilised where possible, to minimise face to face contact. Now is the time to revisit the protocols you have in place when dealing with your tenants and suppliers to ensure safety is paramount when visiting a property.

Minimising face to face contact is a priority and it is possible to conduct inventories, check ins and check outs without the need for the tenant to be present. It is also vital that the tenant is reassured that in addition to their safety, this will not be detrimental to their tenancy and/or deposit - utilising an independent provider will offer additional comfort in this regard.

We achieve no contact reporting by using our DigiSign service. The system electronically delivers the inventory to the tenant enabling them to add comments back into the report if they wishe, with the facility to include photos and record an electronic signature - all within a specified time frame. Our inventory expert will then assess these comments before sending a final copy onto the landlord and tenant. If the tenant forgets to sign, an automated message will be issued informing them the report has been deemed accepted, removing the requirement for further chasing.

If you are conducting these reports yourself utilising software such as Kaptur, you can still achieve the same with emailing inventories, requesting tenant input and then using docusign software to capture the signature. Our system just removes the chasing element on behalf of the landlord.

There are situations where the tenant and possibly another supplier is at the property whether planned or not, and this is where our covid processes are utilised. Be vigilant in asking health questions, to ensure tenants do not have symptoms, and if using our service, this will be reaffirmed by our inventory experts at the property. Keys and surfaces touched are sanitised, PPE is used and social distancing is requested by our expert. The same protocols are in place if we are collecting or returning keys to the landlord.

Whether you are outsourcing your inventories, check ins and check outs or conducting them yourself, below is a quick check list to remain covid compliant to protect yourself, tenants and our industry:

• Minimise tenant contact where feasible with the use of technology
• Document your covid procedure for visiting properties with tenants present and re-issue to your regular suppliers if they have not provided you with their own process
• Always ask your tenant if they or a household member are showing covid symptoms, before you or a supplier enters a property
• If a tenant is present whilst conducting a property report, ask them to go into a different room and have all the internal doors open, to minimise surface contact
• Ensure you have enough PPE, sanitize keys, surfaces and hands before entering and exiting a property and dispose safely
• Revisit processes regularly as the current situation is fluid and fines apply for breaking covid rules

The other aspect to consider is assisting the Test and Trace service by keeping records of your movement for 21 days, if visiting properties. Whilst this is not mandatory for our industry, more specifically relating to designated venues in certain sectors, its wise to consider this. If you or one of your suppliers or tenants contracts the virus, you will be eager to ensure anyone you or they have come into contact with, relating to servicing the property in the last 21 days are notified.

Inventory reporting keeps tenancies, the deposits and all parties safe from unfair claims and it keeps the housing market moving with check ins and check outs. Tenants may have differing attitudes towards risk, but the focus must remain on minimising interaction with others to stop the spread of the virus.

More information

• No Letting Go is the UK's largest provider of inventory services with over 75 offices across the country, offering a range of pre-tenancy, check-in, property management and end of tenancy services. It aims to help letting agents and landlords to create accurate, fully-compliant property reporting, wherever they are, whenever they need it, whether they are outsourcing or conducting them in house using Kaptur Software – specialist report writing software.
• The inventory services provider also provides franchising opportunities for enthusiastic entrepreneurs looking to launch their own business with the support of a national brand behind it.
• No Letting Go won silver in the supplier of the year category at the Negotiator Awards 2018, and Best in Category at the ESTAS 2019.
• It was also crowned Lettings Supplier of the Year in 2016 and is a member of the Association of Independent Inventory Clerks, ARLA Propertymark, safe contractor and the British Franchise Association.
• No Letting Go is also a voluntary member of the Property Redress Scheme.
• For more information, visit: https://www.nolettinggo.co.uk/.