COVID-19 Risk Assessment

External office protocol

Viewing Appointments

  • Enquire whether occupants or applicants have had virus or are showing symptoms
  • Establish if they are in an ‘at risk’ group and agree appropriate measures
  • 30-45 minutes per viewing slot to allow for procedure -15 minutes for travel & preparation and 15 minutes for viewing
  • Viewing guide to park in street and allow driveway to be clear for applicants
  • Masks and gloves to be worn by viewing guide who will arrive 10 minutes early
  • Viewers will be advised to wear masks and gloves to the viewing if they have these
  • Sanitiser to be carried by viewing guide at all times
  • Only 2 adult members of the same household to view at any one time
  • No children to enter property to keep risk to a minimum
  • All external and internal doors including cupboards to be opened prior to visit
  • Applicants to refrain from touching anything within the property
  • Viewing guide or occupant to tour property observing social distancing rules at all times
  • Limit communication at property. Ask applicants to contact office
  • Check, close doors and secure property before leaving
  • Occupants should take responsibility for cleaning appropriate areas post viewing. If vacant then viewing guide will need to complete this task after every viewing.

Market Appraisal Appointments

  • All valuers to carry sanitiser and cleanse before and after all visits
  • Gloves to be worn on all visits and discarded afterwards
  • Masks are optional, subject to Clients requirement and should be available where appropriate
  • Client to open all internal and external doors
  • 2 metre social distancing applied at all times
  • Valuer will not touch anything, accept a drink or sit down
  • Tour is likely to take 15 minutes
  • Presentation to be carried out at property or via a Zoom meeting or similar from office afterwards subject to Client requirement
  • Usual presentation pack prepared and either discussed and left with client if appropriate or shared via Zoom/emailed subsequently

Internal office protocol

  • Staff to wash hands every 2 hours as a minimum and whenever they enter the office
  • Surface cleaning in operational areas every 2 hours minimum
  • Observe 2 metre self-distancing rules with appropriate markings accounting for access areas
  • Individual Perspex screens will be provided where necessary
  • Avoid directly facing colleagues
  • 1 person only allowed in Kitchen areas at any one time
  • 1 person only allowed in corridor areas serving toilets and other services at any one time
  • Toilet areas to be sanitised with Dettol/antibacterial wipes after use
  • If using kitchen equipment ensure placement in dishwasher immediately after use
  • Only prepare drinks/food for yourself. Not others
  • Only 2 visitors in the office at any one time and markings displayed
  • Visitors not to touch anything and front doors left open where possible
  • Specific receptive area for goods deliveries/post and keys etc cleaned after use
  • Gloves to be worn by staff to retrieve and open packages
  • All keys received/handed out to be cleaned with Dettol/antibacterial wipes to sanitise after use
  • When returning keys, viewing guides should Dettol/antibacterial wipe all keys
  • No human physical contact
  • No personal deliveries acceptable
  • Open windows and doors where possible to generate air flow
  • Risk assessment published on website and within offices in all departments

© Copyright 2021 Ashwell Mortgage Services. All rights reserved.

Ashwell Mortgage Services Ltd. is authorised and regulated by the Financial Conduct Authority (FCA), registration number: 930575. Registered office: Verulam Point, Station Way, St Albans, Hertfordshire, AL1 5HE. Registered Company number: 11965939, registered in England and Wales. Ashwell Mortgage Services Ltd. is an appointed representative of JLM Mortgage Services Ltd., FCA registration number: 300629. Further details can be found by visiting

Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service which can be contacted as follows: The Financial ombudsman Service, Exchange Tower, London E14 9SR