Coronavirus – Important information for clients

UPDATED: 17th June 2021

Coronavirus – Important information for clients

The health and wellbeing of our employees and the residents of the properties we manage is of 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 follow the Government’s advice which is always up to date and can be found on  https://www.gov.uk/coronavirus.  Advice is also provided through a government media campaign so listen out for any new developments.

As a service provider we need to make some changes to the way we do things. They are designed in accordance with Government advice and Public Health England, particularly in relation to limiting social contact, as we all try 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 difficult time.  We must reiterate however that this is our approach at this current time, things are changing constantly in response to Government advice and our staff resource levels, so you are advised to keep a check on our website for the most up to date information.

Will your offices still be open?

Our Head Office is back open and all Head Office employees are back working in the office, if you would like to visit the office we ask that you ring ahead first and make an appointment.   Our telephone lines are open as usual, please call 0333 700 6 700.

What will happen with the repairs and maintenance service?

We are focussed on maintaining this service, all contractors are aware of social distancing and infection control guidelines and will be using the appropriate PPE, they will not enter individual apartments unless it is an emergency.

To report a repair or maintenance issue, please either log this on the “At Home with TCML” portal, email us on mail@townandcity.com or call 0333 700 6 700, Option 1.   Our out of hour’s service will continue to operate outside of normal working hours.

What about the fire alarms and emergency light checks?

These services will still 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.
  • Via the “At Home With TCML” Portal.
  • By Cheque, please send this to our Head Office in Darlington.

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