Building Briefs – April 15th

• Cruden offers £99 home reservations

The housebuilder said it understands that some people who would be looking to make a move, are living with a great deal of uncertainty right now. It is also offering a full refund on the deposit if people’s personal circumstances change.

• Bank boost helps Dundee property firm support SME tenants during COVID-19 crisis

Dundee-based Jute Properties will be more able to help its worst affected Business Centre tenants while they deal with the coronavirus crisis, thanks to new financial support from Bank of Scotland.

Jute Properties purchased the Dundee One office block in 2017 and has subsequently developed the building to create a mix of fully furnished offices, meeting rooms and, most recently, a high-grade shared working space on the top floor.

The offices are home to 25 firms, many of them small businesses who, since the UK-wide Coronavirus lockdown was announced, have experienced dramatic falls in revenue.

Recognising the difficulties being faced by its tenants and the effect of temporary rent arrears on its own cash flow, the management team at Jute Properties approached Bank of Scotland for support, after beginning its working relationship with the bank at the start of March.

Within just three days, the firm secured a capital repayment holiday on existing borrowing. This will help strengthen its working capital position in order to allow the team to agree short-term rent deferrals for its Dundee One Business Centre tenants. 

• Water customers get WhatsApp help during COVID-19 response

Scottish Water engineers are helping customers who report tap water issues by carrying out virtual inspections using the messaging platform WhatsApp to avoid the need for home visits during the COVID-19 response

Workers in the utility’s Field Response team based around the country are using WhatsApp video calls instead of face-to-face visits to customers’ properties to resolve issues such as loss of normal water supply or low water pressure.

Using the WhatsApp video calls, where practicable and with the customer’s agreement, means we can help customers who may be self-isolating with COVID-19 symptoms while avoiding face-to-face contact and so reduce the risk of contamination of customers and field staff.

The Field Response team respond to customers’ needs after liaising with colleagues in our call centre at Fairmilehead, Edinburgh who take calls from customers across the country. All of our more than 100 call centre staff are using platforms which enable them to work from home during the coronavirus epidemic.

One example of how well the WhatsApp video calls are working was when one of Scottish Water’s Network Service Operator (NSOs) contacted a customer in Fife regarding discoloured water which was milky or cloudy.

On phoning the customer, the NSO carried out a video call using WhatsApp. On the video call the NSO was able to determine which tap in their property the customer was concerned about and then asked the customer to carry out a simple test by placing a glass of water under the tap to identify if the milky, cloudy effect would disappear from the bottom to the top of a glass.

By carrying this out, the NSO was able to identify that the cause was air in the water supply and give advice on why this may have happened. The NSO advised the customer that it might take a couple of days to clear and that we would contact them later to check if this was the case. Two days later, the NSO contacted the customer and the water was back to normal and the customer was delighted with the service and advice.

• Dundee business introduces remote surveys

Fire Surround Centres is accustomed to surveying prospective clients’ homes in person but, with the ban on face-to-face contact, decided to explore alternative ways to serve its client base.

Working in conjunction with Alex Mitchell of Dundee creative agency zen, brothers Gary and Graeme Turnbull have launched remote surveys, meaning that clients can prepare for their new fireplace or stove without risk or delay.

Customers simply request an appointment slot, receive a secure link via their computer or phone and chat to either Gary or Graeme online, giving them a virtual tour of their home, ensuring that their desired product is a match and fit for their space, allowing the firm to proceed with orders and subsequent installation.