Exclusively Owners FAQ’s

Exclusively Owners FAQ's

Updated 12th May 2020


Why has the park closed?

The government declared a national emergency on the 23rd March and all non-essential businesses were required to close, this included “caravan parks/sites”. As such we have followed the government’s instructions and closed the park until further notice. As of the 12th May 2020 this has been extended until the 1st July 2020.


Can I self-isolate in my holiday home?

No, unfortunately not. You should follow government guidance and self-isolate at home. If you are currently on the park and unable to travel to your permanent residence then we need to inform the local authorities so that they can plan accordingly so please speak to the team on the park.


Can I access my holiday home to retrieve important items?

No the park is closed. If there is an item you need urgently the park team will support you, please speak to a member of the team.


Will my holiday home be safe whilst we’re not there?

Yes – please be assured that there will still be security on park and we will be patrolling regularly. Should there be any problems with your holiday home we will be touch with you.


Will there still be people on park to contact if we need them? 

Yes, there will still be a small team operating and practising social distancing on the park. If you need anything please call reception or the normal security number for your park.


How long will the park be closed for?

We have closed the park to holiday makers until the 1st July 2020 currently. If we are able to open sooner for you, our owners, then we will do so. However, we will be guided by the Government on what is appropriate. We apologise for any disappointment and really hope we can welcome you all back soon.


Can I access my holiday home for maintenance reasons?

Unfortunately, no. Please defer any maintenance jobs unless you feel they are urgent, in which case please contact our park team where we will try to help.


I have a warranty job that needs completing. What happens?

All the holiday-home manufacturers have stopped their after-sales and warranty park visits so if you do have a job outstanding, please be patient as it may take a little longer than originally envisaged.


Are you turning off the gas, water and electric on our park whilst it is closed?

We do not intend on turning off the utilities to your holiday home.


I’m an owner who has separated myself from high risk family members at home by staying in my holiday home – can I stay?

All owners should follow the government advice and return to their home as soon as they are able to do so.  If you have any concerns regarding this, please speak to the team on the park.


Do I need to continue to insure my holiday home?

Yes your holiday home must be insured at all times, we would recommend notifying your insurer that the park has closed.


Do I need to continue to pay my pitch fees?

Yes you do. Whilst we recognise the frustration that people will have with making a payment and not being able to utilise their holiday home, it is important that both you and the park continue to honour their contractual obligations. The park continues to provide a location for your holiday home and is maintaining both the grounds and security of the park. Should you require assistance then please contact the park to discuss your individual situation.


Will my pitch fees be reduced or will I be compensated for the park closure?

We want to do everything we can to get the answer to this right – we want to ensure we are as fair as possible and also want to ensure that we are able to look after our park so you can enjoy your holiday home and park for many years to come.

As the national emergency has just been extended, it is still too early to provide a definitive answer, however we are considering all options, it is certainly our intention to assist our holiday home owners so that we can ensure the park can continue to be enjoyed by all. The park and all other non-essential businesses have been closed by the government due to the corona virus pandemic, as such, we currently have no holiday makers on our park. The income that we would normally generate at this time of year has been removed, yet we are still incurring a large amount of fixed cost; this is indeed a challenging time for us all.

Once we have further information and clarity on the situation, including the likely duration, we will be writing to all holiday home owners to update them. We will continue to ensure the park and your holiday home are secure and maintained so that it is ready to open as soon as the restrictions are lifted.


Is the park being assisted by the Government?

The park has made use of the Governments furlough scheme and the majority of our team members have been furloughed until we are permitted to re-open. We have retained a small team at the park to ensure the park is maintained and secure.


Is the park being compensated for being instructed to close?

No, the park is not being compensated, either through insurance or the government for the imposed closure of the park. The income that we would normally generate at this time of year has been removed, yet we are still incurring a large amount of fixed cost; this is indeed a challenging time for us all.


We would like to take this opportunity to thank the vast majority of our owner community, who have been incredibly understanding throughout this unprecedented time. We are doing our best to keep our owners and team safe and secure, whilst also recognising the challenges being placed on the NHS and other health services in the communities in which we operate.

 

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