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A few important updates

You are no doubt aware that the current global pandemic is creating a challenging environment, the likes of which we have never faced before. In order to meet these challenges we, like many other businesses, have had to adapt and innovate our business practices to ensure the safety and well-being of our clients and staff as well as the delivery of our high standards of client experience.

As such, we have made some changes to the way we do business in response to the current Covid-19 situation. We will endeavour to make sure these changes affect your day-to-day interactions with us as little as possible and appreciate your understanding as we continue to work together in this environment.

In order to reduce the risk for both our clients and staff, a few overarching changes have been put in place across the Independent brand to protect the well-being of those involved and in accordance to the government restrictions of the time.

Due to the current ACT Lockdown, we have changed the way we do business:
Offices 

All Independent sales offices (Belconnen, Gungahlin, Inner North, Woden, Tuggeranong & Queanbeyan​) as well as our Property and Strata Management are currently closed to adhere to the current legislation and Independent protocols in place. Our team are set up to work remotely and will be available to service & support you remotely. 

Open Homes

We will be providing virtual walk-through videos, 360-degree virtual tours, and images of the property on our online listings to all interested parties. We will then pre-qualify potential tenants to ensure we are able to facilitate a safe inspection for all involved and all regulations are met to proceed with a private one-on-one inspection. Potential tenants will also be required to acknowledge our inspection requirements prior to viewing the property. We appreciate moving during this time is stressful and we are proactively trying to reduce any impact or unnecessary exposure to persons attending the property.

Auctions

Auctions are currently only able to be conducted online in accordance with current government Covid rules. We have the technology to enable this service and our agents will be able to help you with any information or advice. 

Meetings & Communication

We have made significant investment in technology which enables you to contact our team members, including those working remotely, through the same phone, email or other communication channels you are already using. Our platforms available ensure that any meetings required can go ahead online.

Property Management

Our team are working closely with REIACT and local government to ensure any changes to restrictions are communicated as quickly as possible. Below outlines how we're currently able to operate:

Changes to Residential Tenancies
The Government recently announced a range of emergency response measures and our team are working feverishly to get processes in place to support both our landlords and tenants appropriately.

For more information on the changes, please visit the relevant page on the ACT government website. 

Information for tenants
Information for landlords

Reception opening hours
Reception will be by appointment only with designated times for key collections and returns.

Meetings & Sign-ups
We are unable to conduct any in-person meetings or sign-up appointments. We have virtual solutions and the capability to sign your tenancy agreement or renewal remotely.

Routine Inspections
We are intending to change this process to a remote inspection, through our digital inspection platform: Inspection Express. We will provide a ‘how to’ guide to make sure the virtual inspection is as smooth as possible.

Final Inspections
We would prefer to not have any tenants or owners physically attend final inspections to minimise the risk to our team and our clients. Should you like to be present, we would be happy to dial you in via Zoom/Facetime

Open Homes
We will be providing virtual walk-through videos, 360-degree virtual tours, and images of the property on our online listings. We appreciate moving during this time is stressful and are proactively trying to reduce any impact or unnecessary exposure due to persons attending the property.

Maintenance
Due to the current restrictions, we are only able to issue work orders for urgent maintenance requests. We are triaging all other maintenance requests and will action these as soon the restrictions are updated to reflect trade access. Our after-hours urgent repairs process is still operating as normal. For any urgent repair outside of office hours, please use the below links and follow the instructions:
Reporting maintenance in ACT
Reporting maintenance in NSW

FAQ's
View some of the frequently asked questions that we’ve been receiving for tenants and landlords. 
Covid-19 update for tenants
Covid-19 update for landlords

Strata Management

We have been working with the Strata Communities Association (SCA) to update best practice guides for building managers, residents and service providers during this ACT lockdown period.

We anticipate these guides being made available to you early next week via our My Community portals.

In addition to the SCA we are working with the Real Estate Institute ACT, confirming what services for our buildings are classed ‘essential’. This will allow us to provide the best advice on the types of work which can proceed over this period.

We wish to remind everyone that our office is still functioning with our team working remotely and conducting online meetings as required.

Please see all departmental contact information displayed on our website
independent.com.au/contact

We will continue to monitor the situation, evolving our operations and procedures to ensure we are following official directives and advice. While this is an uncertain time, we would like to assure you we will continue to provide you with the highest level of service whilst still prioritising the health and safety of you and our team. Given the rapidly evolving environment, we will update our website on a regular basis so important details are available fast.

We thank you for your understanding and support to ensure your wellbeing and look forward to working together to continue delivering remarkable property experiences.

Would you like to chat to someone?

If you can't find what you're looking for on our contact page or would like to discuss any information on this page further, don't hesitate to get in touch.

+61 2 6209 1505 (Narelle Casey, Head of Brand Operations)