Groundwork Appraisal Survey Procedure Data Collection Report Requirements February 2017

Transcription

1 Groundwork Appraisal Survey Procedure Data Collection Report Requirements February 2017

2 Accurate / Groundwork wo are they?? Accurate / Groundwork is an Ohio based company Groundwork vision is to provide a less expensive Appraisal product to Lenders across the United States The internal team of Groundwork use desk appraisal data and rely on our team of experienced field inspectors to provide exterior and interior photos of the home to establish the value and integrate into their desk appraisal These are Appraisal inspections (not to be identified as insurance inspections) Groundwork expectations is for the Customer to have a pleasant experience during this process Our expected time service on these reports is 4 days 7/15/2016 2

3 Appearance and professionalism Our appearance and professionalism is most important when working with the Homeowner Attire We require your attire to be business casual: Collared shirt, casual dress pants, no shorts, t shirts, sneakers or flip flops Professionalism The homeowner experience and interaction with you is of the upmost importance You must have your ID badge on your person and carry your work order with you 7/15/2016 3

4 Customer Contact Groundwork inspections will come into your queue and you will be notified either via or text and your field manager will reach out to you to make your first contact with the Homeowner. The first call attempt should be made the day it comes into your queue. If it comes to you late in the day or evening the next day is acceptable. [Except Sunday and Holidays] This appointment is important to the Homeowner so the scheduling process should be at the convenience of the Homeowner If you are able to schedule please document all call attempts and scheduling notes into the LC360 system. The notes are extremely important and will be used to notify Groundwork automatically of the updates on the inspection order. If they are not placed in the correct location it will be assumed you have not made contact 7/15/2016 4

5 Customer Contact Procedure for incorrect or missing phone numbers, refusals, mobile home or duplex If you are unable to make contact with the Homeowner due to wrong or missing phone numbers, log your attempt in the call/scheduling area in LC360. Contact your field manager for assistance Home office will reach out to Groundwork for assistance. Upon response you and the field manager will be advised on how to proceed If another working number is supplied the call should be made the same day if possible. Log all attempts in call/scheduling area in LC360 If the Homeowner chooses to decline the Appraisal inspection advise your field manager and document the call/scheduling section of LC360 If during the call or at time of inspection you are made aware that the residence is a mobile home or duplex notify your field manager. Document in the calls/scheduling notes section of LC360 If during the call or at time of inspection you are made aware that the residence is a condominium or townhouse proceed with the inspection Home office will reach out to Groundwork for assistance. Upon response you and the field manager will be advised on how to proceed Once contact is made with the Homeowner, appointment is scheduled add all call attempts and scheduling notes into LC360 Arriving at the property promptly is important. 7/15/2016 5

6 Dialogue with Homeowner How do I respond to the Homeowner If they ask why am I there? A: I am contracted by Accurate Group, I am here for data collection only for your appraisal inspection. Your lender should be able to provide you with any answers to questions you may have. Please do not make any reference to completion date of the report advise them to contact their Lender or Bank ASK THIS QUESTION: Improvements made within the last 5 years This is a very important question to ask the Homeowner as this must be documented on the report 7/15/2016 6

7 Groundworks Script/Scheduling Hello, I am calling for <Borrower/Contact Name> on behalf of <Bank Name> in regard to your recent loan application. My name is <Field Rep Name> and I work for INSURANCE RISK SERVICES. To assist the appraiser in the valuation process, I have been asked to come out to your home at <Address to Survey> to gather some information and photograph both the exterior and interior of the house. To better prepare myself for this inspection could you please answer 3 or 4 questions: 1. Does your home have a basement. If NO proceed to question Confirm the bedroom and bathroom count 3. Have you made any improvements in the last 5 years? If the answer to question 1 is YES, please confirm room type and count below grade rooms. I am hoping to meet with you or an adult representative on <soonest date available within 2 days. If borrower is unavailable after two dates have been offered, make open ended third offer> Thank you for your time. I am looking forward to seeing you on <repeat appointment date and time> 7/15/2016 7

8 Photograph Requirements We are required to provide Exterior and Interior Photographs. Please confirm room count above and below grade with the Homeowner before leaving the premises Exterior required: Full view of the front, left, right and rear of home 2 street view: left and right from the street Address verification ** If unable to obtain a street sign is acceptable** Pools, outbuildings, detached garages with or without living area, any area under construction Exterior NOT required: Roofs, dogs, locked gates, other opportunity lines, hazardous conditions ***If a hazardous condition exists that will affect the value of the home such as fire damage, water damage, major roof damage, structural damage is the only time you will provide a hazard photo 7/15/2016 8

9 Photograph Requirements Interior Required: All main living spaces to include: Kitchen, Dining Room, Family Room, Living Room, Offices, Libraries, All Bedrooms, All Bathrooms, Basement finished and unfinished areas. Attics if finished. Only one photograph of each room is necessary. If you have to provide 2 photographs of one room please label them Ex: Bedroom 1 view 1 Bedroom 1 view 2. If a photograph is missed please comment on the report only. Any construction areas Interior NOT required: Laundry rooms, hallways, flooring, ceilings, appliances, lighting, chandeliers, stairways, roofs, decks, pantries and closets ***If a hazardous condition exists that will affect the value of the home should be photographed such as water damage, collapsing walls, fire damage will be the only time you provide a hazard photograph All photographs must be labeled. The street photographs are to be labeled Street. If no street photos available upload the neighbors address confirmation and document the report 7/15/2016 9

10 Sketching Requirement This section of the report is the most critical part for accuracy Inspector must pay very close attention to the measurements of the house and the sketch that is drawn Do not sketch the fireplaces into the exterior walls it should not be included in the TLA Groundwork will ALWAYS refer to the PA sites on each completed report, if any large differences are found when comparing the PA sketch to the IRS sketch the report will be returned to IRS. The exception to this would be if the dwelling had an addition added and the PA site was not updated, HOWEVER a detailed comment would need to be provided on the report We cannot just copy the sketch on the PA site, we MUST provide the actual measurements and sketch based on the facts from the property 7/15/

11 What if?? What Do I DO?? Construction on property A. If you see active construction on the exterior or interior take the photographs and submit with a comment on the form stating location and extent Pool on premises A. If there is a pool on premises take a photograph and comment whether in-ground or above ground with or without a spa in comment section on the report Multiple outbuildings A. Outbuildings should be photographed. Use and condition should be noted on the report. B. If there is any living space in or above these buildings, the interior rooms should be photographed, along with the comments of wall type, interior materials and condition etc. These do not need to be sketched but the details of the interior must be noted on the report. 7/15/

12 What if?? What DO I DO?? If the insured refuses while I am on premises? A. Leave the premises, document the report and advise your field manager What if they want to reschedule after I arrive? A. Attempt to reschedule at a time that is convenient, document the report and advise your field manager No show by homeowner? A. Leave premises document the report and advise your field manager 7/15/

13 Input in LC360 The data collected must be entered the day of report. We have 24 hours from the appointment time to completion to Groundwork The negative comment section must have an entry: either explaining the negative condition or that there aren t any negative conditions It must be noted if its next to railroad tracks, commercial building, a landfill etc. major highway or water The comment box under the interior section must include the improvements the homeowner notified you of in the last 5 years or that there were no improvements. ** If the home is vacant or no home owner present we must comment that improvements are unknown Room count is very important. Total room count is to include the rooms above grade minus the bathrooms. This count will include all major rooms and bedrooms. The bedroom count will also be entered separately on the form The bathroom count should be entered separately on the form. If a half bath exists it is entered as follows: 1.1 or 2.1 or 3.1 Under the Attic section it will ask the question if it is heated yes or no, this does apply to the attic, we need to know if it s a finished attic or not The following questions after that apply to the whole house heating and cooling systems 7/15/

14 Input in LC360 Any room below grade must be photographed, they are not counted in the total room count The % of finished and unfinished basement must be noted. Comment in the comment section which rooms are below grade. The interior section of heating and cooling on the form should be carefully completed. Groundwork will access the PA site to confirm if its gas or electric. Split levels: treat as basement and the basement does not need to be sketched. Label one story basement if it applies. Overall condition question is valued as being the best condition, on to 6 being the poorest condition. 1 rating will be brand new construction, 2 Custom or Semi Custom, 3 Above average, 4 rating Average. 5 or 6 would be poor condition. See next slide for ratings. Please do not refer to homeowner as insured in LC360. Must be documented as HOMEOWNER or BORROWER. 7/15/

15 Condition and Quality Rating Condition: C1 Brand new construction C2 Not older than 5 years C3 Above average updated within last 5 years C4 Average no updates in last 5 years C5 Below average you can live in it but it has damage C6 Worst Quality: Q1 - Designer Q2 Custom/Semi Custom Q3 Above average Q4 Average Q5 Below average Q6 - Worst 7/15/

16 Two street view photos [left and right from the street] Below are examples of what these street view photos should look like Street Street 7/15/

17 Main interior rooms [entire room views] Below are examples of what these Main Interior Room photos should look like Dining Room Bedroom 7/15/