Coronavirus FAQs

We're here for you. Do you have a question about our services during the Coronavirus crisis?
Check out our FAQs.

Will you be reducing your management fee as you have reduced some of your services during the Coronavirus restrictions?
 

Our management fee has not changed.  Our offices may be closed during this time, however, our 24-hour customer service centre is available and our staff are working from home to make sure all your enquiries are acknowledged and responded to.

We will continue to carry out business as usual tasks as best we can while following Government guidelines.  This includes, arranging emergency repairs, liaising with insurers, responding to enquires, issuing bills and collecting you and your neighbours share of the costs for work to your block.  Thank you for your patience. We hope to resume all our services as soon as the current restrictions have been lifted.

Are YourPlace offering a payment holiday if my income is affected by the Coronavirus?
 

This is not something we are in a position to offer you, however, we are urging customers affected by the Coronavirus due to illness or self-isolation and who are worried about the impact it will have on their income and paying their bills to get in touch with us.

We are here to help. Call us on 0800 479 7979.  We also offer payment by Direct Debit, so you can spread the cost of your bills across smaller monthly payments.

We are continuing to provide services, including building insurance for your block so it’s important to pay these bills if you can.  There is no government relief for factors or your factoring charges.

Why can I see a charge on my online account when I haven’t received a paper bill?
 

You will receive your bill in the mail shortly. In the current circumstances it is taking us a bit longer to get bills to you.  Sorry for the delay.

How can I make a payment if I can’t get to the post office or a pay point location?
 

You can make a payment by logging in to your MyYP online account at www.your-place.net.  It’s safe and secure and only takes a few minutes to register if you haven’t already done so.

You can also pay over the phone on 0800 479 7979. We have an automated payment line to save you waiting.

If you live in Glasgow and the west, call us on 0800 479 7979. For customers in Edinburgh and the surrounding areas, please phone 0800 561 0088.

Where can I get further help if I have lost my job or income due to Coronavirus?
 

You will find more information on help and support on the DWP website at https://www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses

Are you still carrying out repairs during the Coronavirus restrictions?
 

We are now providing a restricted range of services in our communities. As a result, we are only carrying out emergency repairs on common areas.

Non-essential appointments are being cancelled so that we can prioritise emergency repairs.

If you need to raise a an emergency repair, call us 24/7 on 0800 479 7979. Unfortunately you can’t currently raise a repairs through your online account as there are additional questions we need to ask for the safety of our tradespeople in line with Government guidelines.

We regret that we have had to suspend our internal repairs service for homeowners until further notice.

I asked for a repair to be done a couple of weeks ago but nothing has happened and no-one has been in touch to let me know what is happening?
 

We are now providing a restricted range of services and as a result we are only carrying out emergency repairs.

Non-essential appointments are being cancelled so that we can prioritise emergency repairs.

Once the current Government restrictions have been lifted, and you still want the repair to be carried out, please contact us to raise this repair again.  In the meantime, if the issue gets worse and causes immediate danger to yourself, a neighbour or another member of the public please contact our 24-hour customer service centre on 0800 479 7979.

I’ve recently had a repair done, will I still get a bill for this?
 

Yes, bills for any completed work will be issued as usual.  To pay, please go online to your MyYP account at www.your-place.net. You can also pay over the phone on 0800 479 7979. We have an automated payment line to save you waiting.

Why have I received a bill for all the repairs carried out over the last year in relation to health and safety compliance in my block?
 

We have been passed over costs from our contractors for all the reactive repair work carried out over the last financial year in relation to health and safety compliance.

These repairs were identified and completed following standard inspections carried out within your block. We have shared these costs between you and your neighbours in line with your Title Deeds.

I got a letter to say you will be cleaning my gutters, will this work still be done?
 

Unfortunately the gutter cleaning project has been suspended due to the current restrictions and will resume once our trades and repairs team have returned to a full service. We are sorry but we can’t give a timescale for this.

I’ve had a repair done over the last few weeks but the problem has not been resolved. Can you send the team back out to fix it?
 

We are only carrying out emergency repairs at the moment. If it’s not an emergency, we won’t be able to send anyone out until a full repairs service has resumed.  The warranty period for your repair is normally six months, however during the Coronavirus restrictions that are in place the warranty period will be extended to 12 months.

If your repair is an emergency, please contact us on 0800 4797979. If it’s not an emergency, please get in touch again when we are fully operational and we can have it attended to.

I emailed you about a repair but nothing has happened.
 

We have had a large volume of queries and are working through these as quickly as we can.  If your repair is an emergency, please contact our 24-hour customer service centre on 0800 479 7979.

All the homeowners in our block had decided to get work done. What’s happening with the project?
 

Some of our owner-led projects have had to be delayed because of the situation with Coronavirus. Any work that was due to begin but has not yet started will be postponed. As soon as the situation eases, we will be back in touch with customers to let them know when the work can begin.

If you have made an advance payment for a project that has yet to be instructed and would like this refunded to you, please call us on 0800 479 7979.

A project was underway at my property, what will happen with this?
 

Any work currently being carried out to your block as part of a project will be temporarily stopped.  The contractor will have attended to tidy up the site and make the area safe. As soon as we are able to offer a full service, work will resume at your block and the project will be completed.

My stairs really need cleaned, do you know when the service will start again?
 

Unfortunately, until the restrictions around Coronavirus have been lifted we can’t provide a date when stair cleaning services will resume. Your close will be cleaned as soon as we are able to offer a full service again.

My back court area is looking messy; can you give me an idea when the service will start again?
 

Unfortunately, until the restrictions around Coronavirus have been lifted we can’t provide a date when the back court maintenance service will resume.

Will my buildings insurance still be valid throughout the Coronavirus restrictions that are in place?
 

Yes, the block policy that is in place will be unaffected. We continue to liaise with the insurers and make payments to them as usual meaning your cover won’t be affected.

Can I still make a claim on my buildings insurance?
 

You can still make claims as normal by contacting the claims handler Davies Group on 03444 124 221.  They have plans in place to make sure your call will be answered. If this changes, we will update this page.

What details will I need to make a claim?
 

To make a claim, contact Davies Group on 03444 124 221 and let them know your name and address. You will also need your policy number, which is AGG114571.

I need a copy of my buildings insurance booklet, can you send one to me?
 

The booklet is available here.   As our staff are currently working from home, we won’t be able to send a copy in the post.

I need a copy of my buildings insurance schedule.
 

We can send you a copy by email. Please contact us by logging into your MyYP online account at www.your-place.net and sending us a request.  If you can’t log into your online account, e mail talk@your-place.net with your details.  However, please be patient, we will try to respond to you as soon as we can but we are experiencing a high number of enquiries.