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A few important updates

As we move out of lockdown into a new 'covid-normal' environment, we will continue to adapt and innovate our business practices to ensure the safety and well-being of our clients and staff. Health & safety of our community, along with the delivery of our high standards of client experience remain our priority.

Given the current restrictions, we will continue to have a few changes to the way we do business in response to the Covid-19 situation. 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.


For the safety of the community and our staff, we have made the decision for staff to return to the office two weeks after their second vaccination. This will mean some staff will remain working remotely till they have had the opportunity to be fully vaccinated.

Our Property and Strata Management offices will remain closed until November. Please make an appointment to visit any of our sales offices.

Open Homes

We will provide 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 & buyers to ensure we are able to facilitate a safe inspection. If all regulations are met, we can proceed with a private one-on-one inspection.


As of the 15th October we are able to conduct on-site auctions with up to 25 people (or one person per 4sqm, whichever is less), excluding staff. Our sales agents may make the decision to hold the auction on-site or online, depending on the situation.

If auctions are held on-site, all other public health directions must be followed, including checking in and wearing masks.

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. Our team is still working remotely and below outlines how we're currently operating:

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 continue to 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.

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

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

Our Strata Management team is still working remotely and all meetings will be held online unless agreed to by staff and clients. However, physical meetings will not commence until all staff are fully vaccinated. We are anticipating this to be early December..

Our office will remain closed to the public, with the exception of the current key procedure which will remain in place, by appointment only. Scanning of the CBR QR code will be used during these times.

With the easing of restrictions, common areas such as gyms and pools will start to re-open. We would like to remind everyone that public health direction must be followed, including wearing masks where required. 

Please see all departmental contact information displayed on our website

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)