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REO Training Presentation Safeguard Properties

Confidentiality Statement

This training program and its materials contain proprietary information, confidential information

and business trade secrets and is the exclusive intellectual property of Safeguard Properties,

LLC. Any unauthorized, copying, distribution or other use of this training program or its

materials is strictly prohibited.© 2015 Safeguard Properties LLC.  All rights reserved.

This material is confidential and may not be copied, used or distributed without the written permission of Safeguard Properties LLC.

Key Highlights• Expectations• Communication• Meeting Timeframes• Initial Service Status Reports• Initial Services Order Types• Initial Service Work Order Components: Securing,

Winterization Procedures, Initial Services, and Yard Maintenance

• Proper Photo Documentation• Proper Reporting of Property Condition and Photo

Documentation• Conducting Quality Control inspections• Checklist Implementation: Quality, Photo, Required for

Updates, and Client Specific • Photo Direct Compliance • REO Pricing Model

Timeframe ExpectationsFor clients that Safeguard performs securing services for: • Secure and Winterize by the due date of the work order (usually within 48 hours). • Vendors have 1 additional day from the order due date to complete all remaining Initial

Services, Boarding, and Grass Cut. • Vendors are required to complete an Initial Service Status Report each day a task is

completed.

For clients that only authorize the broker to re-secure the properties: • Work order instructions will advise when properties are already secured by the Broker. • Vendors must Winterize by the order due date and report if access was gained to the

property. • Vendors have 1 additional day from the order due date to complete all remaining Initial

Services, Boarding, and Grass Cut. • Vendors are required to complete an Initial Service Status Report each day a task is

completed. • If the property is not properly secured upon arrival:

Follow work order instructions if due to vandalism. If no access call and email broker for instruction how to move forward and proceed. If broker unable to be reach after 3 documented attempts please close work order with a trip

charge.

Note:• If order re-assigned and is past due the vendor has the time originally allotted to

complete each work order component. Initial Service Status Reports must be completed in the appropriate time frames

along with updating and closing out the work order via Vendor Web. Why these Expectations?Every day a property is on the market… is one more day that our clients are losing money.

Example:• Vendor receives CTG2 Initial Services order on 01/08/2015 with a due date of 01/10/2015 . • The vendor MUST complete an Initial Service Status Report by 11:00 PM (EST) on

01/10/2015 in order to receive credit for completing Securing (if applicable) and Winterization (when in season).

If broker re-keyed property you must still status that you gained access by the due date.

• The vendor will have 1 additional day to complete another Initial Service Status Report to confirm the Initial Services (trashout & maid service) and Grass Cut (when in season) is completed. In this example by 11:00 PM (EST) on 01/11/2015 to receive credit for completion of Initial Services and Grass Cut.

• The work order must be closed and invoiced via Vendor Web within one additional day of completion of the Initial Services and Grass Cut. In this example by 11:00PM (EST) on 01/12/2015.

• Note: If an Initial Services Work order is re-assigned to you past due, the vendor still has the same amount of time as the logic explained above to receive credit for work completed.

Example: Work order due 12/15/2014 and re-assigned to new vendor on 01/08/2015. Initial Service Status Report due for Securing and Winterization on 01/10/2015. Initial Service Status Report due for Initial Services and Grass Cut on 01/11/2015. Work order must be closed and invoiced in Vendor Web by 01/12/2015.

Timeframe Expectations

Credentialing Expectations

Credentialing Goals:• Have an on-time percentage of 90% or better.

Meaning completing Initial Service Status Reports on time and closing out work order via Vendor Web.

Remember an order is not complete until it is closed out in Vendor Web.

• Vendor must properly status initial orders by completing Initial Service Status Reports.

• Set realistic commit dates.• 100% Photo Direct Compliance• Have under a 10% reopen order rate. • Have under a 10% order follow up rate.

Broker Communication• Communication is a critical piece of the puzzle, for both Safeguard and

the Broker.• It is to the vendors benefit to form good relationships with brokers.

If the broker is not happy, our client is not happy.• Call or email prior starting work to make an introduction.• Ask questions about the property and any special circumstances.• Ensure communication is sent to the broker via email so that they are

aware of the status at each step in completing the work order. On initial service orders this must be completed via the Initial

Service Status Report.• Once work in the field is completed complete an Initial Service Status

Report. This will be used as your broker communication document in Vendor Web. A copy of the sent email must be uploaded to the update on Vendor

Web. • Brokers need this information so that their BPO (Broker Price Opinion)

can be completed as soon as possible.• Keep an open dialogue with the broker regarding property conditions

needing addressed.• Please see MEMO 1245: REO Broker Communication Requirements

from Feb. 2009.

Communication w/SafeguardIf we don’t see it or hear from your company, it didn’t happen.

•Call ASAP for any delays with an order. If you are unable to meet the timeframes, we can possibly reassign the order to meet our clients needs. DO NOT WAIT to call!

•Always submit an Initial Service Status Report on the Vendor Web when any component of the work order is completed at the property.

Examples: Secured, winterized, trashed out, maid service, and yard maintenance.

Note: Full updates are still required once all work has been completed.

•The work order is not complete until all photos have been uploaded to the work order using Photo Direct, the update is completed, the order has been invoiced, and the work order is closed out via the Vendor Website.

This is how vendors get paid!

•Vendors MUST call X. 2292 from site when instructed on the work order. When CYD exceeds threshold To report emergency situations

Communication w/Safeguard• Ensure you are contacting the right department to answer

questions most efficiently

• Please print Safeguard Properties Call Guide

• Vendor Contact Center X. 2292 Work order questions POC’s(Per Our Conversation) approvals for outside of work order scope

issues Lockbox information Broker Information

• Vendor Account Manager Zone placement questions Work capacity

• Help Desk X. 3999 IT Issues with Vendor Web or Photo Direct Password issues

• Credentialing Team: Angela Afzal X.1290 and Stephen Kaschak X. 3420 Training issues and one on one coaching Vendor Web navigation questions Questions pertaining to classes

• A la Carte (ALCRT) orders are to be completed within a specific fee, which is set by the client.  This fee (threshold) is always listed on the work order instructions under the section that reads: ****CLIENT INITIAL SERVICE ALLOWABLE****.  Please check it, as it varies for different clients.  If the trash out will exceed that amount, then you must submit a bid to complete it.  No partial trash outs will be accepted.  HOWEVER, you must STILL complete the other tasks such as securing (as requested), boarding (if necessary), yard maintenance, and winterizations.  Limited over-allowable tasks can be completed.  Please check your work order instructions.  If the task is not listed, you will need to submit a bid to complete it.  On-going services will be completed only in the event that the client orders them.

 

• Cradle to Grave (CTG) orders will remain in Safeguard’s inventory from the initial services until the property sells, or the client cancels all orders.  Trash outs must be completed according to the threshold noted on the work order instructions.  You must call from site to obtain a POC to proceed if the CYD’s exceed the threshold.  As always, supporting photo documentation must accompany your report.  You are permitted to complete tasks that are listed on the “over allowable” list on your work order.  Recurring services will follow the initial services order.

• Redemption (REDEMP) orders require a bid to complete the trash out, in addition to the removal and storage of personal items.  This is the time when the former owner has an opportunity to “redeem” his or her property.  Under no circumstance should debris be removed.  However, other tasks such as boarding (if needed), yard maintenance, and winterizations should be completed.

 

• ISPERS orders also require bids to complete the trashout and/or remove and store personal items.  NOTHING should be removed from the property.  Again, the other tasks such as securing (when requested), boarding, yard maintenance, and winterizations should be completed.

 

• ISNTO orders also require bids to complete the trashout and/or remove and store personal items.  NOTHING should be removed from the property.  Again, the other tasks such as securing (when requested), boarding, yard maintenance, and winterizations should be completed.

REO Initial Work Order Types

Securing Requirements

• Must be completed and statused via Initial Service Status Report by the due date of the work order.

• Pay close attention to the work order instructions!• Change locks according to the client

specifications.• Use required key codes on all securing hardware.• Change both the knoblock and deadbolt, unless

otherwise instructed on the work order. • Links for Securing Training Videos:

-Securing with a Knoblock-Securing with Deadbolts-Securing with Padlocks

Securing Hardware• Inventory may be purchased at MFSsupply.com

• Knoblocks & Deadbolts: 76667 knoblock/deadbolt - Keep at least 6 in stock 35241 knoblock/deadbolt - Keep at least 6 in stock 65432 knoblock/deadbolt - Keep at least 1 in stock. 52534 knoblock/deadbolt - Keep at least 1 in stock. 25345 knoblock/deadbolt - Keep at least 1 in stock. 67767 knoblock/deadbolt - Keep at least 1 in stock. 64445 knoblock/deadbolt - Keep at least 1 in stock. 46637 knoblock/deadbolt - Keep at least 1 in stock.

• Padlocks A389 padlock-Keep at least 6 in stock

Lockboxes

• The lockbox MUST be coded to the client specific code.

• It is recommended that you have at least 10 numerical and at least 5 alpha lockboxes on hand. MFS (www.mfssupply.com) supply's lockboxes can be set to a personalize code.

• Please follow your work order instructions. Some properties may require Sliderlocks or Slidebolts, so we recommend having some of these in stock as well.

• Keys Tether ALL keys to the

lockbox (Memo 1361). If padlock installed place

key in lockbox. Include all keys in

lockbox. • Install the lock box on the

front door, unless otherwise instructed on the work order.

• No lockbox should be installed when personals are present over specified value.

Lockboxes

Securing Other Structures• Secure all sheds, storage

buildings, barns, and detached garages with the approved lock style/code.

• Consult the broker regarding questionable structures.

• Provide a bid to demolish and remove the structure if the condition is poor or hazardous.

• Secure crawl spaces, utility access areas, attached exterior closets/storage areas, and animal access doors. They are considered to be accessible openings.

Plywood Boarding Facts

• For Clients that do not require clear boarding.

• Please read the “Boarding” section carefully on work order to ensure the correct method of boarding is used.

• Board openings that allows access to the elements.

• Board properties using plywood, 2x4’s and carriage bolts.

• Removed broken glass from the opening and ground.

• Screw or nail boarding is NOT permitted

SecureView

What is SecureView Clear Boarding? •Unique alternative to traditional boarding – installation of clear, polycarbonate board-up system •Gives appearance of traditional windows, yet secure and allows natural light •Secures the property without exposing its vacancy to onlookers Benefits •Able to see into and out of the property •Withstands inclement weather (however not hurricane rated) •Secures property from the inside with no damage to the interior •Reduces blight and assists with stabilizing neighborhoods by reducing the stigma associated with seeing a boarded property

Traditional Boarding

SecureView

SecureView Boarding

Initial Material Stock

• Register at www.SecureViewUSA.com One registered you can place your initial stocking item. All vendors are required to maintain an inventory to meet

client timelines. 1 Sheets of 4’x8’ SecureView. 4 Sheets of 5’x8’ SecureView. 1 Sheets of 6’x8’ SecureView. 11 Bracing bars which are included with the above sheets. Total cost is $990.00 + tax and applicable freight.

• Residential Pricing Schedule 48" x 96“ (4’X8’) $115.00 per sheet. Includes one 8ft

bracing system. 60" x 96“ (5’X8’) $169.00 per sheet. Includes two 8ft

bracing systems. 72" x 96“ (6’X8’) $199.00 per sheet. Includes two 8ft

bracing systems.

• Additional Bracing System 8ft $9.00 each.

Launch dates for SecureView FNMA Orders:•8/1/14– AZ, IL, IN, LA, MN, OH, TN, and WA•9/1/14 – MA, MD, NH, NJ, NY, and PA•10/1/14 – CO, CT, MS, NC, and SC•12/1/14 – AK, DC, DE, HI, ID, ME, MT, ND, PR, RI, SD, VT, WV, and WYLaunch dates for SecureView BOA Orders:•9/1/14 - MA, MD, NH, NJ, NY, PA, AZ, IL, IN, LA, MN OH, TN, and WA•10/1/14 - CO, CT, MS, NC, SC, CA, FL, GA, IA, MI, NV, TX, VA, and WI•11/1/14 - KS, KY, MO, NE, OK, and OR•12/1/14 - AK, DC, DE, HI, ID, ME, MT, ND, PR, RI, SD, VT, WV, WY, AL, AR, NM, and UT SecureView Training Materials and Video

- SecureView Training Video- SecureView Installation Manual- Ordering SecureView- SecureView Checklist- SecureView Presentation

SecureView

Pool Securing

• Secure the existing pool fence with a padlock.

• If there is no fence, follow the work order instructions for securing, as client parameters will vary.

• Follow work order instructions regarding pool securing.

Training Video– Securing Pools

Winterization Requirements• Must be completed and statused via Initial

Service Status Report by the due date of the work order.

• Must use a minimum 5 gal. 3.8 CFM air compressor.• Follow the Winterizations steps and know how to

handle well water systems. • Understand the difference between water systems (

Dry, Steam, Radiant)• Turn off breakers in the property to prevent damage

to items winterized like water heaters, well pumps and boilers.

• Zip tie water main shut off with photo to support. • Remove water meters and only disconnect those

where approved – refer to Memo 1169: Water Meter Removal for areas that do not allow water meter disconnection

• Toilet Wrap must be installed on all toilets as directed in Memo 1240: Winterization Toilet Wrap

• Winterization sticker must be filled out and posted on all fixtures winterized. Do not place sticker on the front door.

• Follow the Winterization Checklist. Required to submit with update.

Utilities Sticker

Toilet Wrap and Wint sticker

Wint sticker

Sump Pumps and Utilities• Report a sump pump on

your update when one is present. Advise if operable or not.

• Keep the utilities on when a sump pump is present.

• If the utilities are off, you are required to test the sump pump with a generator.

• The sump pump crock should be clear of all debris.

• If sump pump not covered it must be covered with plywood per REO pricing.

• Memo 1131 - Documentation for Sump Pumps

Training Videos-Installing Sump Pump

What is a voltage tester?  •A voltage tester is a tool used in the field by vendors to confirm if electricity is running to an outlet as well as to the main electric box. Similar in size to a pen, it has a light at the top of the stick that illuminates when electricity is running to the outlet, or it beeps when it detects electrical currents. •This tool is available at all large hardware stores including Home Depot and Lowe's. •All maintenance vendors must provide a photo via the Vendor Web script to show that a voltage tester was used in determining the status of the electricity. This will be required on all orders where the status of electricity is reported.

Voltage Tester Memo 1509

Trashout/Debris Removal • Must be completed and statused via Initial Service Status

Report within 24 hours of the due date on the work order.• The trash out is a complete removing of all debris from the

interior and exterior of the property. Debris is defined as trash, junk, or items of no value that have been left at the property by the mortgagor.

• 1 CYD = (3’H x 3’L x 3’W)=27 cubic feet.• All nails, picture hangers and hooks must be removed from walls

as part of initial services.• Remove all items from all areas to include:

Interior and Exterior of the property. All Closets, shelves, cabinets, drawers. Clean inside all appliances of debris. All window hardware and treatments need to be removed unless they

add value to the home. Outbuildings and crawl spaces. Garage Rafter/Attics

• Training Video for REO Trashout Service: – REO Trashout

Personal Property• Depending on Client parameters and/or state

guidelines, personal property values vary.• If work order has a value threshold it is based on

garage sale value.If accumulated value of personal property

exceeds threshold and/or personal documents found:

• Fully photograph all rooms with personals present.

• Make detailed inventory list and document approximate value of personals

• Submit bid to remove and store personals for 30 days and also bid to initial services.

• DO NOT remove anything.

Cubic Yard (CYD) Training Objectives

•Define Container size. Before photo of truck/trailer with property in the background Measure empty truck bed, trailer, box truck, etc. and photo of each measurement. Use placard to notate CYD capacity and take photo

•Measure debris per room in interior and exterior of property. Take photos of all 4 corners of the room to show panoramic view Take before photo with placard to advise CYD in that room

•Remove debris in each room. Take several during photos (minimum 5) showing debris removal from each room

•Take progressive load photos and notate on placard. Empty with placard photo ¼ full with placard photo ½ full with placard photo ¾ full with placard photo Full truck/trailer/container with placard photo If more than 1 load repeat this process.

•Take after photos of each room once debris is removed. Make sure to take 2 photos of the after trash out per room For after trash out and before maid service photo labels in Vendor Web

• Define Container Size Measure all Containers and Vehicles that will be used on a

specific property.

Cubic Yard (CYD) Training

• Containers/Vehicles upon arrival Show quantity of debris upon arrival and label placard to

say “upon arrival X cyds”

Cubic Yard (CYD) Training

• Measure Debris Per Room in Interior and Exterior of Property Take photos of all 4 corners of each room. Take before photo to show the CYD count of each room.

Cubic Yard (CYD) Training

• Example of proper before photo documentation and placard usage of a living Room. Panoramic view of debris

Cubic Yard (CYD) Training

• Exterior Debris Supporting Photos

Cubic Yard (CYD) Training

• Remove debris in each room Take several during action shots to show removal of debris. Remember to still use your placards to show which room

you are in. Minimum 5 during photos require for each room.

Cubic Yard (CYD) Training

• Take Progressive Load Photos and Notate on Placard.

• Empty with placard photo

• ¼ full with placard photo

• ½ full with placard photo

• ¾ full with placard photo

• Full truck/trailer/container with placard photo

• If more than 1 load repeat this process.

Cubic Yard (CYD) Training

Cubic Yard (CYD) Training

• Take Final Load Photo. Photo with placard to quantify debris.

Take after photos of each room once debris is removed.

• Take 2 photos of all four angles of the room. Living room example After photo label of trash out Before photo label for initial maid service

• Take 2 photos of all four angles of the room. Garage example After photo label of trash out Before photo label for initial maid service

Cubic Yard (CYD) Training

• Vendor Web enhancement

Drop room-by-room photos in the appropriate labels.

Be sure to include the placard photos in this new label.

Place all load photos under the load photo label.

Cubic Yard (CYD) Training

Heavy Debris

• Defines as dense material such as wood, metal, concrete, brick or slate that requires special equipment to remove.

• To qualify for additional compensation, heavy debris must cost more than $500 to remove and dispose. All hard costs MUST be documented with a receipt

• When seeking approval to charge additional funds for removal of heavy debris, vendors are to upload supporting photos to the work order via Photo Direct and call the Vendor Contact Center at Ext. 2292 from site to report: What is being removed Method of removal/hauling Approximate weight of debris Number of man hours to remove Disposal and special equipment costs. If more than 1 load repeat this process.

Expectation = Sales Clean • Must be completed and statused

via Initial Service Status Report within 24 hours of the due date on the work order.

• Maid services are vital to ensuring the property is in “Ready to Show Condition”.

• Must pass the “white glove test.”• Cleaning is not just the interior of the

structure. It includes the entire structure and all outbuildings.

• Maid Service Checklist is required to be uploaded on all initial service orders.

• Link for Maid Service Training Video:– Maid Service

REO Maid Services Checklist All items must be initialed (or write N/A if a particular item is not applicable) and the form must be signed at the bottom. This is a required part of your work order, and it must be submitted via the contractor web before we can close the order. Please also see the list of required maid service photos (separate text), which must be submitted before we can close the work order. All properties must pass the “white glove test.” As a reminder, you must call the listing agent and advise when the trashout and maid services have been completed. It is imperative that you do so, as the agents then need to inspect the property and fill out the broker sign off sheet. Entry Way: ___ Floor swept/mopped ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Storm door glass cleaned Living Room: ___ Floor swept/mopped or carpet vacuumed ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Windows clean, window sills wiped off ___ Door frames free of dust ___ Fireplace cleaned out (if applicable) ___ Ceiling fan blades clean Family Room: ___ Floor swept/mopped or carpet vacuumed ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Windows clean, window sills wiped off ___ Door frames free of dust ___ Fireplace cleaned out (if applicable) ___ Ceiling fan blades clean Kitchen: ___ Sink cleaned ___ Stove/oven cleaned (inside and out) ___ Microwave cleaned (inside and out) ___ Dishwasher cleaned (inside and out)

___ Refrigerator cleaned (inside and out) ___ Floor swept and mopped ___ Windows cleaned, window sills wiped off ___ Counters clean ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Ceiling fan blades clean Enclosed Porch: ___ Floor swept/mopped or carpet vacuumed ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Windows clean, window sills wiped off ___ Door frames free of dust ___ Ceiling fan blades clean Bedrooms (Number of bedrooms: ____): ___ Floor swept/mopped or carpet vacuumed ___ Cobwebs removed from corners/ceiling ___ Baseboards, walls wiped down ___ Light fixtures, switch and outlet covers wiped down ___ Windows clean, window sills wiped off ___ Door frames free of dust ___ Ceiling fan blades clean ___ Closet floors swept/mopped or vacuumed

Initial Maid Service

Initial Maid Service

• Chemicals identified that consistently provide the best results: Fabuloso Purple Power Simple Green Bleach and water Industrial strength

oven cleaner

• Room viewed the most by potential buyers (high-traffic area).

• Areas that must be cleaned: Remove cobwebs Dust crown moldings, ceiling

lights, and fans Remove soap scum/dirt from

sink/grease from sink Appliances inside and out Counter tops Tops, inside, and outside of

cabinets Baseboards Sweep and mop flooring out.

Initial Maid Service Kitchen

Tops of Cabinets

Under Cabinets

Appliances Inside and

Out

Inside Drawers

Sweep/mop Baseboards

Moping Self Out

Kitchen During Photos

Initial Maid Service

• Toilet Cleaning Inside & Outside of bowl   Top & Bottom of toilet seat

and cover   Toilet tank/lid Behind/Around toilet base

• Vents/Fans Clear of dust and cobwebs

• Sinks Remove soap scum, hair,

soap, razors, and toothbrushes• Tubs

Remove soap scum, hair, bars of soap, shampoo, creams, razors, shower curtains, curtains rods not permanently attached, rings, mats, rugs and toothbrushes

Remove bathroom accessories, caddies from tub and shower stalls, walls, and doors

Bathroom

Initial Maid Service

Bathroom During Photos

Initial Maid Service

Vanity and Drawers

Tub Tile Light Bars

Toilets Tub and its Surroundings

Air Fresheners• Place air fresheners in kitchens,

laundry rooms and all bathrooms to eliminate odors Any place that has running water on the

interior At the time of installation of air fresheners

must be dated with permanent marker with the installation date

Take photo of air fresheners Air fresheners need to be replaced on each

marketability order with the date written on it.

• Must be “cone” style. If any other type is used the work order will be reopened.

• Refer to Memo 1515 for details.

Initial Maid Service

Initial Maid Service Living Rooms, Bedrooms,

Dining Rooms, Hallways, ETC… • Clean from the top down• Start with cobwebs, ceiling

lights, and vents• Make sure walls are free of

dust• Check closets, shelving,

and any horizontal surfaces.

• Squeegee windows and wipe down window sills

• Clean baseboards• Vacuum carpets• Vacuum way out of room.

Living Rooms, Bedrooms, Dining Rooms, and Hallways During Photos

Initial Maid Service

Cobwebs/walls Squeegee window

Wipe sills and tracks

Baseboards Vacuum way out

Before After

Initial Maid Service Good Photo Documentation

• Thoroughly vacuum carpet on all floor levels.

• Clear debris, hair, grass clippings/leaves, dust, and dirt.

• Advise the broker of dirty, but salvageable carpet.

• If power off use a generator or a battery operated vacuum.Be prepared to provide a

third-party bid to have it cleaned.

Carpeting

Carpeting

• Allowables for carpet removal vary by client. • If allowed: Remove dirty, saturated, stained, and

ripped carpets that are not attached to the property/fitted to the room with Broker approval.

• Otherwise: Bid to remove attached/installed carpet that is saturated, stained or ripped if it is not salvageable– If bid to remove carpeting is approved, remove

the tack strips and pad with the carpet.• Always re-install HVAC floor registers.

Flooring

• Sweep and mop: tile, wood, vinyl, linoleum, and cement (basement/garage) floors. 

• Clear of debris, hair, grass clippings/leaves, dust, and dirt. Avoid leaving  film/residue.

• Some areas may not look like the rest of the floor however, they still need to be cleaned.

• Pay special attention to areas where appliances, fixtures and furniture were placed for prolonged periods of time

Show Your Work

Light Bulb Replacement

Common Areas

Interior Areas Exterior Areas

Basement Entryway(s) to house

Bathrooms Front porch

Bedrooms Security lights

Dining rooms

Family/Living rooms

Hallways

Kitchens

Stairways

Light Bulb Replacement

•Replace all missing light bulbs in common interior and exterior areas. 

•Replace if missing on initial services and on marketability orders when utilities are on if burned out.

•All sockets must contain a light bulb.

• To be included as part of your Initial or Refresh maid service fee. 

Smoke Detectors

• Batteries must be replaced on smoke detectors as needed.

• A crew should not leave a property if there is a beeping/chirping smoke detector.

• Please ensure that batteries are carried by all crews in case this needs to be done at a location.

• If smoke detector missing or not functional please read work order instructions carefully on how to proceed.

• CO2 and hard wired units should be bid.

Marketability Monthly Service • What is included in a Marketability Monthly Service order?

Wipe down of property, dusting, sweeping and vacuuming Address securing, if needed Address new debris Replace air fresheners monthly Check Light bulbs – Must be at least one working light bulb in

each room. Leaf removal, as needed. Bag and remove leaves. Call from site if a Grass Cut is needed Check winterization Any emergency allowable issues

• Why is it required? To maintain marketable condition

• The marketability service is usually completed every 30 days, biweekly for some clients.

• Follow the REO Marketability Checklist The marketability checklist must be filled out and turned in

with each monthly service completed.

Exterior Condition

• Affects curb appeal and marketability Clear all exterior light fixtures of nests,

cobwebs, and spider webs. Remove exterior debris like leaves and brush.

Confidentiality Notice

Exterior Piles

• Leave neatly stacked wood piles only if Agent approvesNote this approval on

your update• Remove compost/yard

debris piles

Exterior Debris

• Remove pool equipment if no pool is present (Contact the agent to determine if these items should remain when the pool is on site)

• Empty commercially owned trash receptacles/recycle bins Placed upside down, inside outbuildings or garages DO NOT leave these items at the curb

• Leave useable building materials at the property if the agent has approved Neatly stack these materials

Confidentiality Notice

Lawn Maintenance

• Must be completed and statused via Initial Service Status Report within 24 hours of the due date on the work order.

• Cut lawn to property edge. • If yard greater that 1 acre:

Cut up to acre Bid to cut remaining grass

• Maintain a maximum height of 3 inches, or to requirements of local code.

• Must provide before photo with a ruler in the grass documenting the height in addition to the required before, during, and after photos of the grass cut.

• Remove all grass clippings from the lawn, sidewalks, driveway and steps.

• Leave decorative items if in good condition: Agent approval is needed

• Remove all other items.

Landscaping

• Trim shrubs away from the house, walkways, and entrances.

• Edge all paved surfaces.

• Trim around all trees, bushes, fences, foundations, and flower beds.

• Trim weeds in driveways and sidewalks and spray with weed killer.

• Trim weeds in flowerbeds, remove all debris and spray with weed killer.

• Bid overgrown trees that need to be trimmed.

Commonly Missed Areas• Commonly missed areas include porch/patio enclosures,

garages, basements, attics, crawlspaces, outbuildings, and utility areas. Debris must be removed from these areas.

• Treat finished and unfinished basements as regular living areas.

• Remove cobwebs.• Fireplaces: Clear wood-burning fireplaces and hearths of

all debris, ashes, and soot.

Confidentiality Notice

Bids

• If any items on site need to be bid, cost estimation value needs to be used– The contractor must also ensure that all

necessary dimensions, quantities, materials, etc. be noted and submitted with the bid.

– Vendors should provide substantial comments with all bids as well.

– Be prepared to provide 3rd party bids (ex: extermination, plumber, electrician).

– A good reference site to bid appropriately-Homewyse.com

Confidentiality Notice

Property Condition• Use the emergency allowables provided on every order by the client to

address emergency situations

• Vendors need to report on the property condition on every order and take complete property condition photos that include:

EXTERIOR CONDITION PHOTOS:

• Location Photo / Front of the House

• House Numbers• Left side of the house• Right side of the house• Rear of the house• Garage• Outbuilding/s (if present)• Fence line (if present)• Roof

INTERIOR CONDITION PHOTOS:• Entryway• Hallway’s• Kitchen• Basement• Attic• Bathroom/s• Bedroom’s• Living room/Family room• Dining room• Closet/s• All Top Floor Ceilings

Reporting DamagesTypes of damages

to look for:• Roof damage• Water damage• Mold damage• Freeze damage• Storm damage• Structural Damage• Environmental

Damage• Missing Items• Mortgagor Neglect

When reporting on damages the following details must be provided:

• Location• Area Size• Possible cause• Detailed description• Provide an eyeball

estimate• Provide a bid to cure the

damage and cause of the damage (if possible)

• Identify the type of roof at the property: Asphalt, Flat or Rolled roofing, Metal, Clay, Slate, and Cedar Shaker

• Visual Inspection of Exterior: Check all flashing, valleys, and gutters for debris. Common items to note are:

―Worn shingles―Missing shingles―Damage causing the roof to leak

If a tarp is present on the roof an inspection should follow the below guidelines:• Remove the tarp to advise if the roof still has an active leak.• Document findings• Refasten the tarp• Report this on your update

Visual Inspection of the Interior: Inspect all ceilings in the property Inspect all attic/crawl spaces to identify if any of the below indicators are

present:―Dark stains indicating water logged wood―Puddles of water on the floor―Damp insulation―Visible daylight―White mold concentrated on roof sheathing

Roof Inspection

Checklist Implementation

• Print and Laminate all Checklists Enables the vendor to fill out checklist with dry erase marker, take photo of

checklist, and upload through Photo Direct to the work order. More efficient and saves resources.

• Quality Control Checklist http://www.safeguardproperties.com/pub/QualityControlChecklist.pdf

― Use for ensuring all areas needing attention at the property are addressed.― Provides a better understanding to find ways to utilize allowables or to

submit bids. ― Not required to submit with updates.

• REO Billing/Updating Checklist http://www.safeguardproperties.com/pub/REO_Updating_Billing_CKlst.pdf

― Ensures appropriate photo documentation of work completed at property.― Not required to submit with updates.

• Winterization Checklist http://www.safeguardproperties.com/vendors/pub/Wint_Cklst.pdf

― Walkthrough of proper completion of dry, steam, and radiant winterizations.― For additional photo requirements: https://

www2.safeguardproperties.com/vendors/pub/Photo.pdf― Required to be submitted on update when winterizations are completed.

Checklist Implementation

• Initial Maid Service Checklist http://www.safeguardproperties.com/vendors/pub/MS_Checklist.doc

―Walkthrough of entire Initial Maid Service tasks. ―Required to be submitted on update when initial maid services

are completed.

• Monthly Marketability Checklist http://www.safeguardproperties.com/pub/REO_Marketability_Checklist.pdf

―Use on monthly refresh sales clean orders.―Required to be submitted on update when monthly marketability

services are completed.

Client Specific Checklists

• FNMA Safety Hazard Checklist http://www.safeguardproperties.com/vendors/pub/

Safety_Hazard_Checklist.pdf― All items on the Safety Hazard Checklist need to be addressed and

compliant at the property. ― Any hazard issues on checklist need to be address immediately without

bidding. Please follow SHCL pricing on REO Pricing Model.― Required to be submitted on all FNMA work order updates.

• BANA Occupancy Checklist http://www.safeguardproperties.com/pub/pdf/BANA/BANA_Occ_Cklist.pdf

― To be completed on all BANA initial service work orders only.― Required to be filled out prior to starting initial services. ― Required to be submitted on all BANA initial service work order updates .

• NSTAR(SolutionStar) Health and Safety Checklist www.safeguardproperties.com/pub/HS_CheckList_8_2014.xlsx

― All items on the Health and Safety Checklist need to be addressed and compliant at the property.

― Any hazard issues on checklist need to be address within the $1,500.00 Health and Safety allowable. You may follow SHCL pricing from REO Pricing Model.

― If the allowable is insufficient to complete all items, then no work should be completed from the checklist and a bid to correct all items must be supplied.

― Required to be submitted on all NSTAR work order updates.

• Contractors are required to provide their own documented Quality Control results on properties. Refer to Memo 1267 – REO QC Requirements.

• Vendors must have a dedicated person to perform Quality Control inspections on work that is completed.

• Quality control should be completed after work has been completed at the property, but while the crew is still at the property. Provides opportunity to give instant feedback and coaching. Gives chance to avoid potential deficiencies.

• Work with Field Quality Control Field QC Representatives will provide contractors with feedback from their

property inspections.

• Anticipate Broker Expectations Broker Sign Off Sheets are received from Brokers commenting on quality.

Quality Control Requirements

Quality Control Orders• REOFU orders are opened when deficiencies are found.• BSOFU orders are opened when brokers report deficiencies.• FQCIFU is opened when FQC Reps find deficiencies.• MAIDFU is opened when deficiencies are found on maid services orders.• SQAFU is opened when internal reviewers find deficiencies.

• How do vendors avoid getting these orders?– Check the completed tasks and photos before you leave the property to make sure that

the pictures are clear.– Review all checklists to ensure that you have clearly noted every item/area that requires

additional information in the notes– Encourage your crews to look before they leave! – QC your forms, pictures and the property while you are there the first time. It could save

you a trip……

Follow up orders must be corrected and turned in within 48 hours or a $50 billing penalty will be assessed.

Photo Direct Requirements• Photo Direct is required as of 07/15/2014

• 100% Compliance is needed to remain in REO Vendor Network.

• Best Practices using Photo Direct Provide adequate before, during (action), and after images of each

task completed. Stand still when taking your photos. Avoid taking photos in the dark Take before/during/after images from the same angles. Take photos showing all four corners of a room to document an

accurate description of your report. Provide property condition photos of each room, from attic to

basement Provide exterior photos of all four sides of property and any

outbuildings Take photo of Securing Sticker on front door.

REO Pricing Model

All REO tasks follow the REO Pricing Model • Discounts are applied to these tasks• Located on the vendor web, on the “Home” tab,

under “Pricing”.

Summary• Read work order instructions carefully.• Complete an Initial Service Status Report each

time a task is completed at the property.Direct driver of scorecard scoring Impacts Safeguard’s and vendor’s scorecard.100% compliance needed.

• Communicate effectively and efficiently. • 100% Photo Direct Compliance is required.

Accurate and adequate photo documentation.Ensure before, during, and after photos are taken of

each task completed. • Ensure crews are utilizing checklists in field. • Close work orders via Vendor Web on time. • Possess detailed QC procedures every time. 

Appendix I

Securing Sticker

Orange Winterization Sticker

Yellow/Green Utilities Sticker (Breaker box sticker)

Ordering Supplies/Stickers Follow the below instructions to order:

Winterization stickers(orange wint/yellow-green utilities sticker) Securing Stickers (white sticker that reads “Attention” at the

top) Good Neighbor Door Hangers

1.Click on SPI Supplies from Vendor Web log in page or click the following link https://supplies.safeguardproperties.com/

2.Log in using your REO Vendor code and Vendor Web password.3.Fill out contractor information (name, address, phone, and email).4.Enter shipping information. 5.Select products.6.Confirm order.