Coronavirus – Important information for clients

LAST UPDATED 3pm 4 August 2020

The health and wellbeing of our employees and the residents of the properties we manage is of the utmost importance to us and whilst these are uncertain times we wanted to reassure you that our focus and dedication remains the same as it always has.

First and foremost, please keep up to date and adhere to the latest Government’s advice which can be found on There is also a set of FAQs to help you understand the rules and make the right decisions.

As a service provider, we continue to follow the guidelines closely which means some of our usual processes have changed, although we are pleased to say that we are slowly returning to normal service delivery. We continue to help to do our bit to help manage the Coronavirus outbreak.

The following questions and answers are designed to tell you about what’s been put in place and what you can expect during this time.  We will keep this page updated as Government advice and our staff resource levels change, so you are advised to keep returning to this page for the most up to date information. Your Town & City Management account manager will also be in touch as and when significant changes occur.

Are your offices still open?

Our Head office in Darlington has reopened, however it remains closed to visitors. No face to face meetings are taking place and we are encouraging virtual meetings where possible. Our telephone lines remain open, and all departments can be reached on the usual extension via 0333 700 6 700.  

Due to the measures put in place, there will be periods of time when we have fewer staff members available than normal, which may mean a longer than usual wait to get through to us.  If your call isn’t urgent, we would recommend you email your enquiry to us at and a member of the team will get back to you as soon as possible.

Have site visits resumed? 

Yes, Property Managers are undertaking site visits, ensuring PPE is used.

Are you still operating your repairs and maintenance service?

We are focussed on maintaining our repairs and maintenance services, and have ensured that all our contractors are aware of and will abide by social distancing and infection control guidelines. Please note, they will not enter individual apartments.

To report a repair or maintenance issue, please email us on or call 0333 700 6 700, Option 1.   Our out of hours service will continue to operate as normal.

Will there still be a cleaning service of communal areas?

Yes. Communal areas such as entranceways are relatively high risk areas for the spread of germs and infection and therefore cleaning staff continue to clean the common parts of buildings. Your account manager will keep you informed of the date and frequency of the cleaning or if the service has not been possible.

Please do continue to exercise care when entering and exiting the building to ensure minimal contact is made with surfaces and handles.

Will checks of fire alarms and emergency lights be carried out?

Yes, these services will continue.

How do I pay my service charge? 

You can pay your service charges in the following ways:

  • Over the telephone by credit/debit card. Please call 0333 700 6 700, Option 2.
  • By BACS/Internet banking. Bank details are provided on the front of your invoice.
  • By standing order if applicable to your development.

We have currently suspended the payment of service charge by cheque  and ask you to pay service charges by one of the alternative methods listed above .

At this point no-one can fully predict how the Coronavirus will develop, therefore we’ll review the situation daily, and make changes as necessary in accordance with Government guidelines. This page will be updated with any further changes.

We would like to thank you for your understanding and wish you the very best during these unprecedented times.