Coronavirus FAQs

Guidance through the Coronavirus crisis
Supporting Tenants & Landlords

We are here to help and guide you through these difficult times, so if you need to chat over your situation or you need some pointers on where to get help, speak to us and we will do our best to help you.

You can also check out our FAQ’s here.

Tenant FAQs
Landlord FAQs

Tenant Coronavirus FAQs

What are your opening hours during the crisis and how do I contact you?

Our office has temporarily closed now and all of our staff are now based at home. You can contact us in the usual way, via the website contact page or our usual telephone number. Our office hours remain the same, Monday- Friday 9am-5pm

I need to find somewhere to live during the crisis, how can I secure a property with ‘burgh?

There are many scenarios during the crisis that may deem your move to be essential, for example if you are a key worker, your short term accommodation has closed, or if you find yourself with nowhere to live.

The government has advised that any non-essential moves should not take place during the restrictions on movement. If you deem the move to be essential, we may able to help you with a virtual viewing if available or with reserving a property online. Speak to us and we will help if we can.

My circumstances have changed and I may not be able to move in or move out

We understand that your plans may be have been disrupted due to the crisis, so if you think you may need us to adjust your check in or check out date, please contact us as soon as possible so we can make every effort to try and help. This will involve negotiation between you, us, your landlord and any current tenants so make sure to leave enough time to enable these talks to happen.

We are a group of students looking to secure a property for the next academic year, can ‘burgh help?

All of our student properties are advertised and once they have been fully vacated and cleaned, we may be able to carry out a virtual viewing. We expect these virtual recordings to be more widely available around early to mid April, so check our website for more information.

With the landlords permission, we may be able to help you secure a property online and without a viewing, with a view to a physical or virtual viewing being carried out once we are able to move around more freely – a little later in the year.

I am a ‘burgh tenant and I have a maintenance request

You should request any urgent maintenance as usual via our website support page. Any emergencies should be reported by calling the office number or consulting the website support page out of hours.

Government guidance has confirmed that certain trade disciplines are deemed as key workers, such as gas engineers, plumbers and roofers. All with a view to keeping your home functional, safe and sound.

We are prioritising urgent or emergency repairs due to the demand imposed on key contractors, so non-essential maintenance will be picked up again when the restrictions on movement are lifted.

I have a maintenance contractor due to visit, what should I do to prepare?

With more people working from home during the crisis, we will need your assistance in facilitating a contractor to visit your property.

We will instruct the contractor as usual, once you have reported it to us.

The keys we hold for your property are held in our office and are not currently available for contractors to use so you will need to arrange access with the contractor directly.

Our contractors are not employed by ‘burgh but we have instructed them to carry out a risk assessment before visiting any tenanted properties, to ensure that they and you are not exposed to any unnecessary risk and also to use safety precautions such as wearing gloves and masks.

If you are anybody in your household is symptomatic of Covid 19 or if you are self-isolating, you must inform us and the contractor before they attend.

It may help for you to leave the property during the time of the contractors visit so that there is no unnecessary person to person contact.

If you are not comfortable with the contractor entering the property or you feel that they are not taking the necessary precautions to protect you or themselves, let us know immediately.

Further government guidance can be found here

https://www.gov.uk/coronavirus

The impact of coronavirus has affected my employment and income, what support is available to me?

Positive steps announced by the UK government means that there are a number of support avenues available to you should you be impacted financially by the Coronavirus.

The UK government is offering to anybody who is experiencing a loss of income due to the crisis, further income support and protection in order to sustain your personal income, so you should seek guidance from your employer.

The support is extended to the self-employed, employees on zero hours contracts or those in flexible working arrangements.

There are a number of government services that you should explore if you are directly affected. The main government coronavirus support page is a good place to start but here are some more specific sites detailed here for you too;

https://www.gov.uk/coronavirus

Tenants affected can claim Universal Credit – this includes support for housing costs. The UK Government has introduced some temporary changes to make this easier for people who haven’t claimed before.

https://www.gov.uk/universal-credit

For tenants who are receiving Housing Benefit or Universal Credit, but still can’t afford housing costs, a Discretionary Housing Payment (DHP) may apply.

https://www.mygov.scot/discretionary-housing-payment/

Tenants may be able to get support through the Scottish Welfare Fund too.

https://www.mygov.scot/scottish-welfare-fund/crisis-grants/

I am struggling to pay my rent, can ‘burgh or my landlord help me?

We understand that these are worrying times. If you find yourself in this situation, you should speak to your property manager to discuss your situation. The government support in place will be a good starting point for you to see what kind of support is available to you before you speak to us.

The main government coronavirus support page is a good place to start but here are some more specific avenues of support detailed here for you;

https://www.gov.uk/coronavirus

Tenants affected can claim Universal Credit – this includes support for housing costs. The UK Government has introduced some temporary changes to make this easier for people who haven’t claimed before.

https://www.gov.uk/universal-credit

For tenants who are receiving Housing Benefit or Universal Credit, but still can’t afford housing costs, a Discretionary Housing Payment (DHP) may apply.

https://www.mygov.scot/discretionary-housing-payment/

Tenants may be able to get support through the Scottish Welfare Fund too.

https://www.mygov.scot/scottish-welfare-fund/crisis-grants/

One of the tenants I share with has moved out, or is thinking of moving out, what should I do?

If you or one of your flatmates needs to vacate, you should chat amongst your group to decide how you want to proceed. You and your group should find someone to replace the tenant who wants to leave. Each tenant is named jointly on the tenancy agreement, so you will be jointly and severally liable for the tenancy conditions should one person vacate without replacing them. This means that the others may need to pay their share of the rent if the exiting tenant cannot.

If your situation is proving difficult, please speak to us to see how we might be able to help.

Landlord Coronavirus FAQs

What are your opening hours during the crisis and how do I contact you?

Our office has temporarily closed now and all of our staff are now based at home. You can contact us in the usual way, via the website contact page or our usual telephone number. Our office hours remain the same, Monday- Friday 9am-5pm