After we published the report yesterday on the success that Chestertons has been having with virtual viewings during lockdown, we had a note from Anthony Szabo who is Area Director of Lettings for Felicity J Lord in London.

He was not seeking to get anything published but he wanted to tell us that his firm has been having a similar experience.

We asked him for some more information that could be shared with EYE readers.

Szabo told us:

FJL Lettings remain operational, albeit with a reduced staff level as, like all agents currently, the vast majority of our colleagues are furloughed.

Over recent weeks we have found that a ‘new normal’ has materialized where virtual tours and agreements based on them have been the norm.

To put this in context, pre-crisis, we would have had virtual tours available on perhaps 25% of our available registers.

Now, it is closer to 90%.

This has been achieved as the vast majority of our stock is vacant at the point of marketing, and both tenants and landlords have been fantastic in their support, by happily providing us with footage that we can then edit accordingly.

This has even been the case with tenanted properties where outgoing tenants have provided videos and photos in order to provide incoming tenants with everything they need, in some cases including a brief overview of how they have enjoyed their time in the property.

This would have been pretty much unheard of pre-crisis.

Clearly, as you would expect, there has been a reduction in enquiries from both landlords and tenants since lockdown commenced 5 weeks ago.

Many agents have elected to pretty much shut up shop, however we elected to ensure that we were sufficiently prepared to deal with whatever level of business was to remain in the market place.

To say that we have been pleasantly surprised would be an understatement.

We are dealing with, on average, 1,000 enquiries a day across our 11 branch network, excluding those that would be going through to our property management team, which would likely be the same again … at least.

What we are finding is that the commitment from both Landlord and Tenants is serious.

People want to rent and let and are willing to assist, accommodate, understand, and work with us, to facilitate this.

In short, there is still significant demand in the lettings market and we are busy.

What cannot also be escaped is what we refer to as our ‘pre’, and ‘post’ COVID market.

Pre and post COVID prices are markedly different with, in many cases, motivated landlords and tenants agreeing figures that would have been seen as non-starters only 5 weeks ago.

In March we were able to deliver move-ins at 80% of our expected level.

When the crisis hit withdrawals peaked but, after week 3, we saw our withdrawal rate reduce and hold at pre-covid levels.

A new normal appeared to have been reached.

Facilitating move-ins has proved challenging and has taken place only where alternate dates or arrangements could not be made.

Safe distance key handovers have been the ‘new normal’ with Landlords and Tenants being respectful and understanding as what this may require in order to adhere to government guidelines and for the protection and safety of all concerned.

As we approach the end of April, it is likely that our move-in rate will be at somewhere around 70% of pre-covid expectations and this could not be achieved without support from my fantastic team, committed Landlords, Tenants and supportive contactors.

Video tours are now the norm and are available on approximately 85% of our available registers.

Zoom meetings between potential new tenants, landlords and outgoing tenants have been facilitated.

Video messages from Landlords and/or tenants providing a firsthand commentary on the property and why it may suit incoming tenants are common place.

In short, there is a real feeling of camaraderie in the lettings market.

Of the reduced number of new enquires we are receiving, I would say that the vast majority, 80-90%, are urgent or serious.

No general enquiries, no arm chair applicants, just people with a serious and urgent need to move.

I can recall two instances of late where, within hours of a new instruction becoming available with our Blackheath Village office, multiple enquiries were received, two of which were key workers, and five of which needed to move within a week.

From instruction to move-in took 4 days.

Like so many, our industry will learn lessons from this crisis and adapt to change accordingly.

With this said, I have been incredibly encouraged by my team’s adaptability to change, accepting what is (temporarily we all hope) the ‘new normal’. It’s incredible really.

In addition, the gratitude and positivity that has exuded from landlords and tenants alike for us being able to facilitate, in the vast majority of cases, what are urgent moves, has been heartwarming to say the least.

Ours is a much maligned industry and I do not dare compare the jobs we do to those of key workers but who would have thought that estate agents would actually be perceived as doing some good!