Client Issues

Good Afternoon to all,

We have recently seen some kickbacks from our clients that I would like to bring to everyone’s attention. We have had several vacant properties that have been reported as occupied. Keep in mind at all times that Our job is to Verify occupancy and condition. You are the eyes and ears for the Mortgage company.

• Leaving door hangers on properties that do not require a door hanger. Wells Fargo inspections Do NOT require a door card. The instructions will indicate if you need to leave a door card/hanger. If a property has a Private gate, and a door hanger is required, leave it on the gate and take a photo. Photos are required for ALL door hangers unless you deliver the door hanger to the occupant. If you hand deliver the door hanger to the occupant, then the inspection form must be filled out accordingly.

• Entering the interior of an exterior ordered property. The inspection type and/or the inspection instructions will tell you if an interior inspection is required. Never do an interior inspection on an occupied property unless you have an appointment (loss drafts only). Examples of interior instructions:: M&M “IF LB PRESENT INT PHOTOS ARE REQUIRED*** *** DUE BACK TO M&M 07/30/2017*** LB CODES 0679 OCN LON SUN * *KEY CODE 35241 OR 67767*”, MCS “VACANT/POST-SECURE [2 WIDE ANGLE PHOTOS OF ALL INTERIOR ROOMS”.

• Missing photos. ALL interior ordered inspections require photos for all appliances. This includes the kitchen appliances, furnace, water heater, and a/c. If the appliances are missing, then take a photo of where the location they are missing from and complete the inspection form to indicate that they are missing. If for any reason you cannot find or cannot take these required photos, then you must explain why in the comments; “ Furnace in attic, no attic access” and take a photo of the return air duct in the ceiling. Address photos are required for ALL clients. If it is on the front porch, make sure you zoom in or take it as you walk to the front door. We need to be able to read it on the thumbprint photo without opening the photo. If you use the neighbor’s photo, you must make comments “no address visible, took neighbor’s address” ; otherwise, the client thinks you are at the wrong property. Midland Mortgage will not accept the neighbor’s address photo. They require comments that there is no visible address.

• PNA requires the following minimum photos: Street Sign, Address, full front of house, sides of house, (2) occupancy indicators, neighborhood, yard condition, door hanger (if required), and any damage. On properties that are vacant, in addition to the other exterior required photos must have photo of vacant posting, utilities, and rear of house. On all interior ordered properties all rooms, signature sheet (if applicable), and all appliances. No car parts are allowed in any photos. Photos are used to support the inspection form only. If the form is incomplete or incorrect, the photos will not be used in place of the form.

• Failure to properly report the yard condition each month. If the yard is more than 2-3 inches tall, then you must mark the form needs grass cut. If there are trees or bushes touching the house, then you must mark needs trimming. If maintenance is required on a vacant property, then make sure you check all bubbles on the form that apply. The clients are not looking at the photos unless the form is marked. The prefilled forms for previously completed inspections are great unless something changes. You need to look at the inspection with fresh eyes each time you inspect the property for these changes: Occupancy, Old damage, New damage, yard condition, secure/not secure must be reviewed and refreshed each inspection.

• Posting the wrong vacancy notice. The order tab will tell you which client/lender. Each client/lender has specific vacant stickers with their phone number on them. If you post the wrong vacant posting, then you have posted the wrong contact information at the property. Remove all old vacant postings (not violations, or winterization stickers), and post the vacant posting for the current inspection.

• Failure to submit signature forms and occupancy certs. MCS loss drafts require a JPG photo of the signature sheet. Nationwide Occupancy Cert requires a JPG photo. All other documents/signature sheet are required to be uploaded as a PDF scan.

• Completing inspections late and/or submitting inspections late. All inspections must be submitted on time on the same day of completion. This includes loss drafts. If you complete a loss draft today, make sure you attach the JPG photo or PDF of the signature sheet as required. FTV (first time vacant) properties must be submitted to the clients before midnight on the day of completion. 5 Bros requires their FTV to be submitted to them by 8 pm on the day of completion.

• Failure to properly support occupancy/vacancy verification. You must choose at least 2 occupancy indicators, and take photos supporting the occupancy indicators that you choose on the inspection form. Remember the yard could be maintained by a preservation crew, if the property is vacant. Tall grass/weeds could be an indicator of vacancy or it could be the occupant is just not mowing the yard. In the case of Yard Maintained, or Yard not Maintained, you need to supply 2 other occupancy indicators. Cars in driveway could belong to a neighbor. Only way to know for sure is to walk up to the door. The only inspections that do not allow us to walk up to the door to determine occupancy are bankruptcy inspections and no contact inspections.

• Failure to report damage. You must take photos of any damage and complete the damage section of the inspection form. The photos labels for damage must match the damage report/type of damage.

If you have any questions about instructions, door hangers, vacancy postings, etc… call PNA from the property or before you go out to the property.