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REO Vendor Manual - Safeguard Properties

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1. 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 Bathrooms Number of bathrooms ___ full and _ A half Floor swept mopped 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 Sinks and faucets clean Toilets clean __ Tub shower and surrounding area clean free of any dust Mirrors cabinets drawers shelves clean Attic Crawl Space Porches Deck Areas All Paved Surfaces __ Swept free of debris All leaves sticks and any other debris removed Garage Swept free of debris All leaves sticks and any other debris removed Safeguard Properties Management LLC Property Preservation Procedures Manual Page 41 A Free of all debris swept out Cobwebs removed from corners ceiling Additional Services Required A Installed air freshener kitchen bathroom and laundry room mark
2. Vendor Disputes In the event you need to dispute an invoice adjustment or chargeback please submit your dispute via Vendor Web in the form of a status report A response will be provided within 2 to 3 weeks Any questions regarding this process should be directed to your Vendor Performance Analyst or Vendor Relationship Manager Vendors have up to 90 days from the payment date to submit an invoice dispute Requests will not be reviewed if past this timeframe Invoice Disputes are used for disputing chargebacks reduced payments or denied payments For our new Vendors still in the credentialing stage If at any point you receive an invoice adjustment or a check and the amount does not match up you need to address this with your New Contractor Coordinator first Do not email of call the person who sent you the message Inquiries regarding payment discrepancies or inquiries regarding non payment should be made after the 30 day payment policy has lapsed BUT no later than 60 days after you have invoiced Safeguard If you have any questions or would like to inquire about payments please submit a status report in Vendor Web Payment inquiries made after 90 days will not be researched Payment for billed work orders may take up to 45 days for payment to be processed If you are disputing SQA orders please contact the SQA mailbox at sqa 9safeguardproperties com To avoid any adjustments make sure you are submitting the below when updating an
3. avoid an eviction The client now owns this property In order to perform a cash for keys order it is necessary to visit the property in the evening when it is more likely that someone will be home A previously determined amount will given to the resident The contractor s involvement will vary depending on the Client The typical involvement will be handing the check to the resident Consult your work order for specifics of the transaction Please advise the occupant that the client now owns the property and they are interested in making an offer to the occupant to vacate the property in exchange for a check Please also explain to the occupants that as part of this agreement they will be expected to clear out the property and clean it so that it is in marketable condition This means that all debris and personals must be removed and the interior must be wiped down Failure to do so will result in our not giving them the check Call the REO department immediately and advise on the success of your efforts If the mortgagor counter offers please let us know that amount We need to stay informed for the entire process You may need to make multiple trips to establish contact so please let us know each time you go out and when you can make another trip We will also provide a notice that you can leave at the property if you are not able to make direct contact Place this in an envelope and tape it to the door Cash for keys offers can be extended to tenan
4. sesenta anna ta ann nis 22 Light Bulb Replacements A ia 23 This policy applies only to fixtures that use standard medium based light bulbsLawn Maintenance 23 Lawn Maintenance Photos sesssessseseseeeeeee nn 24 Snow Removal 0 0 POCO E 24 Casmtor Keys Derio ote satel 25 Providing Bid vio aia 25 Quality Control Requirements cceceessssececececessessuseceeececeesesauseceeeeuseesesaeaecesecusecsaeaeeeeeesseeseseaeeeesessesega 26 Service Quality Assurance SQA DepartMent cconooconnnnoccccnononnnnnnnonnnnnononcnnnnnonnnnnnnnnnnnnnnonnnnnnno nn nass sra anna 26 Safeguard Excellence Pro ciclos ainda cardiac 27 Updating Procedure a AE 28 Updating Work Orders Vendor Web cooooocccconocononococnnonononononanonononononnncnnnnnnncnnnnnnncnnnn nnne nennen nennen nnns 29 REO Charge Back duello MR 29 Vendor DISPUTES REPERI II UI I 30 Broker Communication cech teeth rd Fo Eee Pt a Poe qat Ee ep etae be noche ee eed e ee pun Ue epu Ev redux 30 Broker Sign Off Sheet ee croi e On uter aree Dn tee dE Re On ud ee arte Due ee ax NE DRE de 31 Broker Communication RequirementS cccoconococconcnnnnnnonononnnnnnnnnnnnnononnnnnnnnnnnnnnnnrnnnnnnnnnnnn nn sais nasse se ranas 31 Firearms and Illegal Substances seen Error Bookmark not defined Legal Complaints ep Error Bookmark not defined Utilizing Subcontractors cooooccccnnoccccnononcnonononcnonononon
5. Antifreeze in sinks toilets amp traps Any visible freeze damage if applicable Sump pump if applicable Photo of blowing the lines which must include air compressor amp valve lines hooked up amp being blown Ifan additional unit or extra zones are winterized additional photos are needed to support these charges Additional Photos Required Radiant winterization requires photo of boiler RPZ valve and expansion tank if accessible Steam winterizations require photos of the boiler All photos of items winterized must show SAFEGUARD winterization tags in place and completely filled out on all fixtures Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 14 Required Winterization Photos To heighten awareness of the winterization process Safeguard requires all contractors to post a utility notice and sticker at every property that is winterized The notice and sticker state the property has been winterized and utilities should not be turned on without a walk through inspection The postings also contain a checklist of items that must be reviewed prior to turning on the electricity This checklist must be submitted on Vendor Web in your update The notice and sticker were created after several properties were damaged when parties turned on the electricity without first correctly inspecting the property It is imperative that the notice and sticker are posted and photos taken each time a winterizati
6. Final photo should be of contractor s full truckload or full dumpster load For personal property must also include approximate value and bid to remove store and dispose e If you are only removing health hazards if possible show the health hazards in a pile and then removed e f the debris can cause a citation or you are trying to show personal property to support your recommending an eviction of personals take photos to support Photos of trashouts must include before photos of debris at the property and after photos of the same locations once the debris has been removed Photos of debris loaded into the trailer are not acceptable as the only after photos Maid Services Ensuring that a property is in marketable condition and appealing to buyers is of the utmost importance Maid service must be done in a very thorough manner and inspected by the contractor upon completion Below is a listing of the tasks involved in a thorough maid service cleaning Clean all baseboards doors light switch and outlet covers light fixtures including ceiling fans blades and heat and air vents ducts Remove any dirty non washable window covers Clear cobwebs from ceilings walls light fixtures fans windows doors entryways porches and walkways Clean all kitchen and bathroom counter tops cabinets and drawers to remove dirt smudges grime and debris Leave drawers and cabinets open until final inspection Clean sinks and a
7. Order you receive from Safeguard You should refer to this manual if you have a policy question However Safeguard reserves the right to add change amend and or delete any policy at any time with or without notice If you have any questions regarding orders while at a property please contact the Vendor Contact Center at 216 750 1010 This manual sets forth the Policies and Procedures you are required to follow while performing any work order for Safeguard Properties For overview information that applies to all work orders for Safeguard service lines please refer to the General Safeguard Procedures Confidentiality Clause amp Security Awareness Confidentiality Clause for Safeguard REO Contractor Procedures Manual All provisions information procedures and processes contained in this REO Contractor Procedures Manual Manual are confidential proprietary and privileged information of Safeguard Properties Management LLC Safeguard This information is being shared with you solely as a result of your status as a contractor for Safeguard Safeguard considers this Manual all information of any kind contained herein and any updates amendments additions and or modifications of this Manual to be confidential and proprietary information and trade secrets which are Safeguard s intellectual property You hereby acknowledge and agree that you shall not copy use disclose or publish or otherwise communicate whether verbal written or e
8. adfert pe apnea 7 What is the Contractor s Role icr eter ree t ene rH Bre ine Renee oops e Pe ean AES 7 What s marketable Condition o rea etc techno in code DR daa 7 Receivihg Work Orders eser ere et ERE e ER VE ER sons PARERE ERR EY enu e EY Ra Fo Pa a e YR PE 8 gutrElalcct S 8 REO Initial Service Order Ty POS viii ac 9 Time iia 9 Open Order Incomplete Order Reports ccccesssecsssceesseceessecesseccsseceesseceeseeceseecesaececseeceseeceaeeecaaeeeaees 9 Photo Doc metitatlOri eet PORTE D EUER RREN ERR NR CURRUS EN TUA E e IRR T PR EH UE IR ERR Ese EN SERE 10 Photo ExXamples EE E EO T D SD LE 11 Verification OT VACANCY RITU Rm 11 Securing Requirements us terae eo tetra lia tii eue e sape Ren reda dani data eteni 11 O ON 12 Boarding Requiremints ade aoc tao tege due nasa dug ea aenea gue eg ced add ada din 12 Winterization Requirements a ct ean a 14 Below you will find links to the basics for performing the different types of winterization 14 Winterizing a Dry Heat System iii ri iniciacion 14 http www2 safeguardproperties com vendors pub Dry pdf seen 14 Winterizing a Steam Heat MA iii m te e e a e eve es 14 http www2 safeguardproperties com vendors pub Steam pdf esses 14 Winterizing a Radiant Heat System cccsssccccccessessssececececessesssaeeeeeeecesseseuaeaeseessessesauaeseseesseesess
9. after grass cut bid to repair roof etc All photos must be right side up Any photos that are distorted fuzzy or unclear in any way will be deleted from our system and we will request better photos We cannot expect the clients to pay for work based on substandard photo documentation Also please avoid sending duplicates of your photos Specific photos that are required for specific orders are included on the individual work orders Please read carefully Property condition photos of each room of the house are required to accurately document property conditions It is the contractor s job to ensure that all invoices are posted to the web within 24 hours of completion of the work Safeguard reserves the right to return all invoices unpaid when not received within the time frame Please do not hesitate to contact the REO Department if you have any questions with regard to work order procedures Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 10 Photo Examples Please click this Photo Manual link to review the SAFEGUARD Photo Documentation manual for acceptable photo examples of work performed This is a reference and may not pertain to all work performed on REO properties Exterior and Interior property condition photos are required on all work performed Verification of Vacancy A property has to be vacant before any work can be completed We are to use every means available to verify the vacancy status o
10. found on Vendor Web under the online training material section Remember that all water must be completely drained including the water in toilet bowls and water softeners If the property is found to be frozen upon arrival you must follow the instructions on your work order Some clients permit the use of the emergency allowable to thaw the property others require a bid to be submitted When providing a bid to thaw be sure to include the number of portable heaters required number of man hours required and a bid to pressure test the system for leaks once thawed Also include the cost to winterize the property once thawed It is important when completing a winterization that contractors contact the agent to notify them As a reminder winterizations must be completed within 48 hours of the work order date Below you will find links to the basics for performing the different types of winterization Winterizing a Dry Heat System http www2 safeguardproperties com vendors pub Dry pdf Winterizing a Steam Heat System http www2 safeguardproperties com vendors pub Steam pdf Winterizing a Radiant Heat System http www2 safeguardproperties com vendors pub Radiant pdf Winterization Photos Below is a list of required photos that must be provided on a winterization order but please refer to your work order for a complete list of required documentation Hot water tank draining with Safeguard sticker in place Water meter disconnected
11. from the house facing the property lines f property is winterized All toilets with evidence of anti freeze Zip tie in tact Please click here to access the Marketability Checklist in the Appendix Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 22 Light Bulb Replacement In order to ensure that properties show well it is imperative that light bulbs are replaced in common areas Note that some clients may require all bulbs that are missing damaged to be replaced not just one per area Vendors must replace any missing light bulb in fixtures if electricity is off If electricity is on ensure each socket has a working light bulb Please follow the instructions below when addressing light bulbs in REO properties If electricity is off e Replace any missing light bulbs in common areas listed below Interior Areas Exterior Areas eBasement eEntryway s to property eBathrooms eFront Porch eBedrooms eSecurity Lights eDining Rooms Family Living Rooms eHallways eKitchens eStairways If electricity is on e Replace any burnt out light bulbs in common areas listed below Interior Areas Exterior Areas Basement e Entryway s to property Bathrooms Front Porch Bedrooms Security Lights Dining Rooms Family Living Rooms Hallways e Kitchens Stairways This policy applies only to fixtures that use standard medium based light bulbs Safeguard Properties M
12. given or bid to secure received No mention of utilities on when sump pump is operational No mention of water off at the curb for winterization orders Lot size and grass height not mentioned on grass cut You will receive an Incomplete Order Report once a week The Incomplete Report is a listing of all completed work orders for which Safeguard has not received an invoice or photos We cannot bill our client without your invoice or photos Should our review of your invoice photos reveal any deficiency that will affect the billing we will notify you of the missing items Once we have notified you of the deficiency it is your responsibility to remedy the problem the same day Each contractor is allowed a maximum number of open orders therefore it is important to complete work as quickly as possible Open and incomplete orders are viewable on the Web at any time Photo Documentation Photo documentation is critical to our clients We cannot pay you for the work you performed without the photos to support Invoices will be cut if supporting photo documentation is not provided There are no exceptions to this It is your responsibility to submit before and after photos of all work done and photos to justify all bids you are submitting as well as photos to document the property condition All photos must be submitted via the vendor website You must also label your photos to identify exactly what they are showing ex before trashout
13. if it were organized neatly or separate from other items Be especially careful of the volume the 300 aggregate value can be reached easily if a large volume of cubic yards exists regardless of the condition REO properties although bank owned are also susceptible to claims made by former mortgagors for missing personal property The 300 guideline should be followed regardless of loan type It is important that trash outs do not include personal property If Brokers require the removal of personal property this should be reviewed with your Regional Coordinator prior to proceeding with work Properly photo documenting items to validate their condition is of the utmost importance For example when reporting lawn furniture as debris to be removed it is crucial to show the condition of the items This includes photo documenting that they are broken or rusted if deeming them debris Likewise it is equally important to document the presence of lawn furniture in good condition to prove that it remained with the property on the last visit Many mortgagor claims received are for items removed that were used as part of a home business For instance we recently received demands for items used in a dog breeding business and home tailoring business Also business records and paperwork may be stored in cardboard boxes or plastic containers These items can have a substantial cost when a settlement is discussed with the mortgagor Finally think twic
14. order All photos are date Stamped Your photos are clear not dark or blurry You have submitted all photos to justify the work you have completed and are billing for Have all of your placard photos organized appropriately Have submitted your broker communication document either the status reports in our system or a copy of the e mail you have sent to the broker uploaded to Vendor Web All checklists are in Winterization Maid Service Occupancy Checklist Bid repair Form Safety Hazard Checklist etc All information is detailed if you need to report additional information it should be in the comments section Your invoice is accurate if it shows up as 0 00 on the invoice it is up to you to change the pricing per the REO pricing Model before you submit Broker Communication Constant communication must also be kept with the broker Once a property has been secured and again when the trashout is completed you are required to call the broker to advise on the progress of the order and you must follow up with an email to the broker as well The broker must also be immediately notified if there are damages at a property or any condition changes Please refer to Broker Email Notification in the Appendix if you have any questions Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 30 Broker Sign Off Sheet Broker Sign Off Sheets are sent by Safeguard s Broker Direct Department t
15. to store If contractors have questions on how to properly identify personal property they should call their Regional Coordinator from site for guidance and be prepared to make the appropriate decision while providing adequate photo documentation to support their decision Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 17 Personal Financial Papers IMPORTANT These types of papers and documents must be treated as personal property regardless of quantity or condition They include but are not limited to Records and certificates of any kind including but not limited to Birth Death Tax Military School including report cards diplomas school books software disks hard or floppy Health and insurance paperwork Business records Deeds Liens other legal papers Files and file folders Lockboxes and safes Mail of any kind When in doubt treat the item as a personal Where are these personals found File cabinets In some instances personal papers are housed in file cabinets In that case open all drawers and photograph the contents of each drawer No matter what is in the cabinets do not touch or remove the items at this time Report the cabinet and the contents as personals Boxes Sometimes personal papers are housed in boxes with or without lids Follow the above instructions for file cabinets Bags or other containers Sometimes personal papers of the kin
16. window sills wiped off _ Floor swept mopped ____ Door frames free of dust Cobwebs removed from corners ceiling A Fireplace cleaned out if applicable ____ Baseboards walls wiped down Ceiling fan blades clean Light fixtures switch and outlet covers Wippen Apan Kitchen Storm door glass cleaned Sinkeleaned Stove oven cleaned inside and out VINE Rooms Microwave cleaned inside and out Floor swept mopped or carpet vacuumed Dishwasher cleaned inside and out ____ Cobwebs removed from corners ceiling netriperator cleaned inside and out Baseboards walls wiped down ___ Floorsieetancimasned Light fixtures switch and outlet covers Wide wee lente windowsie wieda wiped down Counters clean Windows clean window sills wiped off gt Cobwebs removed from corners ceiling Door frames free of dust CR Baseboards walls wiped down A Fireplace cleaned out if applicable xc p Light fixtures switch and outlet covers Ceiling fan blades clean wiped down Ceiling fan blades clean Family Room __ Floor swept mopped or carpet vacuumed Cobwebs removed from corners ceiling Enclosed Porch e RASO Walls WIPER HOw __ Floor swept mopped or carpet vacuumed Light fixtures switch and outlet covers Cabwebsremoved from comer ceiling wiped down ____ Baseboards walls wiped down Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 40
17. EO Quality Control Checklist e This checklist must be used on each property on which REO initial services are completed by REO contractors REO Quality Control Review Summary e This summary must be used by each vendor to determine the issues vendors have found using the REO QC Property Checklist These documents must be shared with your staff and crews to ensure 100 compliance with our requirements Service Quality Assurance SQA Department Safeguard s SQA group continues to focus its efforts on reviewing the inspection results of the QC Checklist This team goes through every picture on deficient properties and opens up detailed follow up work orders Initially those work codes will be SQAFU 1 3 The 1 through 3 scale indicates the level of severity the quantity of these orders will be part of a vendor s reviews We will also issue SQA follow Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 26 up orders on recurrent services snow grass and refresh orders Please note after a 30 day grace period contractors will be charged back the cost of the inspection if there are deficiencies found on any of the above inspections REO vendors must comply with the above requirements and take these inspections both after the initial services and every 30 days very seriously Make sure you have the right people and right mentality in place so you can distinguish your organization in this objective quality e
18. REO Vendor Manual A Guide for Safeguard Contractors Safeguard PROPERTIES V1 17 14 O 2013 Safeguard Properties Management LLC All rights reserved This material is confidential and may not be copied used or distributed without the written permission of Safeguard Properties Management LLC Mission Statement f We will Safeguard our clients interests providing them with excellence in the industry through leadership on key issues on going training cutting edge technology and outstanding customer service Customer Service Resolution Robert Klein Founder amp Chairman of the Board Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 2 Safeguard Properties Management LLC REO Vendor Manual Table of Contents MISSION Statement atado ias 2 Confidentiality Clause amp Security Awareness cocococccconnnnonononononnnnnnnnonnnnnonnnnnnnnnnnnnonnnnnnnnnnnnnnnn nn asian essen sanis 5 Confidentiality Clause for Safeguard REO Contractor Procedures Manual eese 5 Information Security AWdLFreriBss eoe tre eed n ee e vtae res Ee Reve Ee cR use ets ue a epe etis d 6 Independent Contractor Status enit nete tese etienne Ras Enna egeo nre aaiae ve annie 6 Morem 6 General OVER OW 6 What does idera 6 Clients das 6 Clients Goa 7 Where does Safeguard fit IIT cecinisse teen ene aeter stance E
19. RT orders must be submitted in accordance with the REO Pricing Model provided below For ALCRT orders that cannot be completed within the client allowable contractors are required to complete securing boarding yard maintenance and winterization and obtain bid approval for the debris removal prior to completing the work CTG orders require that all initial service tasks be completed in accordance with the REO Pricing Model Additionally CTG orders require that contractors quantify debris removal into cubic yards price the removal accordingly and submit documentation that supports the stated price Contractors should take care to ensure that photo documentation clearly identifies the type location and volume of debris including a complete load s photo Timeframes We have been authorized to perform this work however we must comply with our clients time frames Please note and review all REO Work Orders received to make sure you are aware of the date they are due to our clients Vendors are allowed a total of 3 days to complete initial service orders Initial Services includes e Initial Secure orders Secondary orders e Winterizations e Trash out Maid service Work must be updated on the Vendor Web within 24 hours of completion Status updates should be submitted daily if work is or is not completed Open Order Incomplete Order Reports Open order and incomplete order reports will be emailed to each contractor every we
20. V1 17 14 Page 33 Instead showing areas being cleaned so the solution used is visible on the surface and the bottle can be seen in the picture x Photos showing a mop bucket with dirty water as part of a during photo documentation should be included as well as during photos showing the floors being cleaned If the initial services are done properly including a thorough maid service the property will remain in marketable condition with only the monthly maid refreshes having to be ordered Quality of Exterior Services With timeliness being corrected this season as a result of the use of landscape only companies the concern is now with level of detail on the lawn maintenance services Issues like missed edging weed removal and shrub trimming are areas in which vendors need to focus additional detail Avoiding the mow and go completion of landscape services needs to be the number one priority as the condition of the exterior relates to the curb appeal and the interest in the home DO not forget to address rear yards and Vendors should never remove portions of a fence to create access for a riding mower without replacing the fence If a Home Owners Association HOA is not keeping up with the maintenance of a property Vendors need to advise Safeguard accordingly Shrub trimming and removal of vines from properties is the Vendor s responsibility Safeguard s Field QC team will continue to review the work by Landscape onl
21. XCELLENT GOOD FAIR POOR NOTDONE NOT APPLICABLE Clear exterior of debris Includes all debris and hazards present all items should have been removed from the property entirely EXCELLENT GOOD FAIR POOR NOT DONE NOT APPLICABLE Lock changes lock box All locks are to be changed including knobs and deadbolts and padlocks should be used to secure sheds garages and outbuildings A lock box should be present and working keys to open all locks must be inside the lock box EXCELLENT GOOD FAIR POOR NOT DONE NOT APPLICABLE Grass cut Includes edging along walkways and driveway using a weed eater on weeds along the foundation On larger lots a perimeter cut of 100 x100 may be completed This also includes shrub trimming as needed EXCELLENT GOOD FAIR POOR NOT DONE NOT APPLICABLE Additional securing if needed May include boarding of windows or door openings EXCELLENT GOOD FAIR POOR NOT DONE NOT APPLICABLE Safeguard Properties Management LLC Property Preservation Procedures Manual Page 47 Winterization if applicable Includes a system shutdown draining the hot water tank blowing excess water out of the lines adding antifreeze to all traps and posting winterization tags throughout the property EXCELLENT GOOD FAIR POOR NOT DONE NOT APPLICABLE Comments l the local broker Agree the above work has been satisfactorily completed Disagree the above work has been satisfactorily completed Signature Dat
22. a potential no pay penalty Penalty will be at the discretion of the exceptional order management team and noted at the order level 2 Quality a SQA deficiencies PP and REO per incident charge on maintenance work b Top Down audits recurring maintenance inspections 90 day cycle i Process 1 review large sampling 2 send formal summary of findings 3 allow 60 day grace period to correct operation 4 re evaluate large sampling ii Penalty 1 assess financial chargeback based on deficiency to standard e g originally scored 75 standard 95 60 day review at 8596 we assess 1096 penalty of all work in 60 day period Set follow up audit Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 27 c FQC inspections Reveal and correct safety hazard deficiencies 45 penalty to the vendor Reveal and send vendor back to correct safety hazard deficiencies 30 penalty to the responsible vendor All deficiencies will reference back to previous work completed to determine if condition is new Updating Procedures Updating our client as to when work is completed is one of Safeguard s most important functions It is extremely important that every completed work order is updated on a DAILY basis Contractors are required to update each completed job daily Updates can be provided on our Vendor Web 24 hours a day 7 days a week It is also required that all REO vendors use the status update feature on vendor web to a
23. afeguard field inspectors These stickers are dated and the date needs to remain visible Click here to view stickers in the Appendix Property stickers can be obtained by filling out the Supply Order Form Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 32 Appendix Applying Anti Slip Agent to Properties Now that winter is upon us we are seeing dangerous conditions on some of the properties we are maintaining Effective immediately vendors must apply an anti slip agent to the walkways and steps leading up to the main entrance on all properties This task must be completed while on site for the initial services order Vendors must ensure the main entrance to the property is free of ice so the broker is able to safely show the property to prospective buyers The main entrance will be different at every property In most cases it will be where the lockbox is present but in some cases will be the side or back door Please be sure you are addressing ice at the correct locations if you are not sure apply the anti slip agent to each point of entry When performing this task on initial services orders contractors can invoice 5 less discount provided proper photo documentation is also submitted Rock salt is inexpensive and it can be found at most home improvement stores such as Home Depot and Lowe s The REO pricing model will be updated shortly Please contact your vendor performance analyst if you hav
24. anagement LLC REO Procedures Manual V1 17 14 Page 23 Lawn Maintenance Cut lawn to property edge and to a maximum height of 3 inches or to requirements of local code or consistent with adjacent surrounding properties unless otherwise instructed by Safeguard Properties All grass clippings must be removed from the lawn sidewalks steps etc Removal of leaves Trim shrubs away from house walkways and entrances Sweep or otherwise clear all paved surfaces Edge all paved surfaces and trim around all trees bushes fences foundations and planting beds Lawn Maintenance Photos e 1 BEFORE photo of front yard e 1 AFTER of front yard e 1 BEFORE and AFTER of rear yard from same angle o Photos of BEFORE and AFTER should show the same area and be from the same angle o All AFTER photos should show the clippings raked up and removed e Photos of fence line trimmed e Photos to show that clippings were removed from yard driveway sidewalks and walkways e Photo to show property was edged To support an oversize lot charge more photos may be required but try to minimize the number of photos by stepping back to get more of the lot in the photo If grass does not need cutting due to limited growth we still require photos showing the limited growth but we will only need 2 photos maximum 1 of the front of the yard and 1 of the rear yard If the grass cannot be cut because the property is occupied or is being maintained by anothe
25. anual Page 43 Create Status Report Select a reason for the status report REO Initial Services Status X A Date you secured the Re key Date s 4 property Or if the property was secured upon arrival I A 2 enter the date you went to the property Occupancy P Status Occupied v Date E Property Status Information Securing e A Status O Re keyed upon arrival O Re keyed property O No oo Winterized Winterized upon arrival performed pressure test Frozen upon arrival Out of season Non winterization area Broker requested no winterization Safeguard Properties Management LLC Property Preservation Procedures Manual Page 44 O Trashout and Maid Service Completed Status Personals present P Trashout not completed Make sure you are advising what Tnitial Gr gt ORE Marketable Condition Upon Arrival work was Grasscut completed completed daily Cannot cut due to Weather Condo HOA Maintained To be completed post debris removal Contact Information Broker First e Fill out broker em information and MN this could be Address used as your Agent First Broker n Communication Agent Last Name Document Agent Email Contractor Email for Angela Grizzanti safequardproperties com broker replies This will send an exact Email Me a Yes ER copy of what was sent to Copy the broker to you Bids Being E EE Submitted for
26. appliances and bathrooms as well as to provide an itemized accounting of all personals by room We are required to provide our clients with the serial or VIN number This number is critical information for our clients to have as this will allow our clients to review if the land and unit are titled correctly before conveying it to HUD FNMA FHLMC Mobile homes will have the serial number or VIN placed at more than one location The serial number or VIN could be inside the mobile home in a kitchen or utility cabinet by the electrical circuit breaker box under the tongue on the tongue underneath the mobile home or on a plate near the front or back door If the data plates that are supposed to be inside the unit have been removed the serial number or VIN can be located on the tow bar hitch or frame front cross member of each transportable section Usually it is cold stamped directly onto the outside of a steel crossbeam that is part of the main undercarriage frame If you are unable to locate a VIN for any reason call SPI from site Otherwise orders that are updated without identification numbers and the attached report will remain open and incomplete We understand that this is additional work that you must perform and appreciate your continued cooperation For any additional clarification on this memo please contact your regional coordinator Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 36 REO Marketab
27. arding distinguishing between debris and personal property appliance removal and complaints regarding securing occupied properties It is imperative that contractors follow the guidelines set forth on how to proceed when determining if an item is debris or personal property Most orders provide the instruction that any personal property in the total amount of 300 or more must be photographed reported and left at the property In addition it is equally important that items on the exterior also be considered personals if they are in good condition Items affixed to the property that add value must also remain at the property When personal property is removed replacement value for those items must be obtained and included in a settlement to the mortgagor This must be Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 16 kept in mind when determining if items are personal property or debris Please be careful to distinguish between property interior or exterior that is merely dirty dust covered or has an odor and property that is actually in such poor condition that it can reasonably be considered debris In addition when you encounter personal property that appears to be clutter or just thrown about look closely at these items to determine their true nature Just because personal property is in piles or looks like it is ready to haul away does not by itself classify it as debris nor necessarily reduce its value
28. ce Contractors who can meet the above criteria will see increases in work volume with Safeguard Although completing the physical work is a critical piece to the REO puzzle ensuring timely updates of the completed work is just as important REO contractors are to submit a status update when the property is secured winterized and then again when it is trashed out Receiving Work Orders You will obtain orders by email on a daily basis Work must completed by the due date on the work order If it is not possible to complete the work order within the allotted time frame you must advise Safeguard immediately Almost all REO orders are rush orders and turnaround time is critical If you experience any type of problem with any new order unable to read address wrong territory unable to locate address order unclear etc please advised Safeguard immediately Initial Services Initial Services include e Winterization when in season e Trash out e Maid service e Initial Secure e Grass Cut when in season Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 8 REO Initial Service Order Types Two REO work order types are issued A la Carte ALCRT and Cradle to Grave CTG ALCRT orders require that all initial service tasks be completed within a set fee referred to as the client allowable This should allow contractors to complete the initial service tasks without prior authorization Contractor pricing for ALC
29. client should be given If there are other personals at the property that needs to be bid stored then these items should be grouped into those personals After the storage time has expired you must dispose of the property in accordance with local laws and regulations or as otherwise instructed by Safeguard Attention to this process is very important With the ever increasing cases of identity theft it is in the best interest of the vendors to treat these documents with great sensitivity and proper handling in order to avoid litigation CYD Photo Documentation amp Placards Safeguard has implemented a cubic yard CYD documentation process to bridge the gap between vendors estimates and Safeguards internal review findings Safeguard also believes implementing this process will lead to more accurate invoicing and result in fewer adjusted invoices Vendors are required to use placards to document the cubic yardage of debris in a particular location of a property Vendors should write the name of the room and the number of cubic yards on a placard with a dry erase marker In each photo that shows debris present in a room or location a placard must be used to show how many cubic yards are present Safeguard began by rolling out a pilot program to the Ohio vendor network and has received positive feedback Vendors find the additional photo documentation has resulted in fewer adjustments and more internal control over their crews It is essent
30. clients eyes and ears means contractors must photograph and document damages hazards and dangerous conditions which you may encounter at the properties Therefore if the property has fire damages and the floors are not safe to walk on we need to know about it prior to the Sales Agent showing the property to a potential buyer Safeguard embodies the phrase Customer Service Resolution Our contractors play an important part in delivering this promise to our clients The goal of our clients is to put each property into marketable condition as quickly as possible This means it our job to resolve any and all issues that affect the marketability of the property The best way we can provide resolution to our clients is partnering with contractors who believe in offering superior timely and consistent services that will result in putting our clients properties in marketable condition What is marketable condition Placing a property into marketable condition requires the following Timely securing if applicable Complete exterior and interior debris removal referred to as the trashout Winterization when where applicable Monthly Maid Services often referred to as a marketability order Lawn Maintenance Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 7 Securing a property within 48 hours of the order date is required so the broker can gain access to the house as soon as possible to conduc
31. d from the property Use only environmentally safe cleaners Use deodorizers and air fresheners that contain lemon floral or pine scent In addition all hooks nails and drapery blind hardware must be removed from walls on REO properties If the drapes blinds are in good condition and add value to the property vendors should contact the broker to see if they should remain at the property Note that personal property must not be disposed of Personal property value is generally defined as items that have a garage sale value of at least 300 Note clients may have their own personal property value amounts Client value thresholds will be published on the work order This is a combined value not an individual value when there are multiple items present If personals are present you must bid to remove and store them for 30 days Certain clients permit us to move all personals to one room and proceed with the trashout while others request that we do not remove anything until they have reviewed the photos of the personals so read your work orders carefully Automobiles are considered personal property and therefore you must bid to remove and store them for 30 days If a trashout will take you over the allowable please call your work coordinator from site Personal Property Guidelines Safeguard has recently experienced an increase in claims from Mortgagors alleging missing personal property Vendor Management has previously released memos reg
32. ds described above may be found in vinyl bags paper bags or other similar containers Follow the above instructions for file cabinets Loose No container of any type Personal papers may be loose and or strewn about Photograph them as found do not touch or disturb the papers and report as personals Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 18 Storage requirements These items require storage pursuant to state and local laws where the property is located As outlined in your Vendor Manual vendors are required to be familiar with state laws and local ordinances and requirements in the areas where you complete work As an entrepreneur it is wise to have an attorney with whom you can consult and from whom you can obtain guidelines Remember that laws change and it is important that you have a resource of current information so that you are in compliance Please indicate Personal Financial Papers Present on the update so that Safeguard can properly update the Client who will then need to notify mortgagor that these items are being held until a certain date Loose papers should be put in a manila envelope and placed in a kitchen drawer The broker should be made aware and a note on the update to the client should be given If there are no personals then anything that we are describing on the attachment should be left neatly at the property The broker should be made aware and a note on the update to the
33. dvise when properties are secured winterized trashed out and when the grass is cut before providing the complete update with photos to Safeguard Click here for a helpful spreadsnoheet on how to create a status report Please click the following link to access the initial service status report training Updates must include the date the work was completed done is not acceptable The completion date is important Our clients need the actual date work was completed in order to record deeds and quote figures for assumptions and reinstatements Property condition reports must be filled out on the Vendor Web for all work orders within 24 hours of completion It is imperative that all updates contain complete information regarding all completed work Safeguard requires 2 completed dates on REO Initial Service orders the date the property was secured and the date the trashout was completed Photo requirements for an Initial Service status report A minimum of two photos per task completed Updates must always address damages If there is no reference to damages on the update the work order will remain open until that information is obtained If damages are found include a description and cause of damages as well as an eyeball estimate to repair Advise of the completion of grass cuts using status updates Eyeball estimates are not bids to repair Calling the work coordinator from site once the property is secured
34. e Safeguard Properties Management LLC Property Preservation Procedures Manual Page 48 Stickers ATTENTION ATENCION A Plosso loave breakors in their current a 7 aD an a LDE p a name ma ea rag eer Do not use the sinks or todets Dn tis proparty wes nated to hawe a citsfon viclaton postad Ifthe proparty is no longor secure or tn ropert a problem contact Saloguerd Properties tol iros st 855 563 9154 monn Please have the property adress city state and ap code information ready keene A near enh ene on rth psa nar er ae ar a at No utiliza los frogadoros n los A Sched e coos SEE REOR nT AAA Safeguard Properties Management LLC Property Preservation Procedures Manual Page 49 The property located at La propiedad ubicada en has been found to be vacant Safeguard Properties on behalf of the mortgage company will be maintaining the property to ensure it does not sustain any additional damages The property has been secured and placed on a monthly maintenance schedule We understand vacant properties may become unsecure or emergency situations may occur We are providing you with the number below as a point of contact for issues that need to be immediately addressed Please contact us if this property becomes unsecure or in the case of an emergency When calling please have the full address and zip code of the property so that we can efficiently assist you Than
35. e additional questions Quality of Interior Cleaning Maid service and the interior condition of the home directly relates to the highest return and value of the property The age and condition of the home should have no bearing on the level of effort put in Even properties that have been left in good condition should still receive high quality maid service in order to make the property exceptional Likewise the effort put forth on properties in need of extensive maid services should also be exceptional Kitchens and bathrooms need serious attention to detail and will either attract or deter a potential buyer Missing details is what is currently hurting the maid service on properties Photo documentation of the completion of maid services should always provide an accurate representation of the condition of the property Effective immediately photos showing cleaning products on site as well as mops with clean and then used water are required in addition the before during and after photos currently required for this service It is not acceptable to provide during photos only showing a cloth on the fixture being addressed Instead photos should justify that cleaning solution is on the fixture either by an action shot or the appearance of a wet surface Examples of both acceptable and unacceptable photos are below This photo only shows a paper towel and is not acceptable Safeguard Properties Management LLC REO Procedures Manual
36. e and think carefully before determining whether a property is vacant or occupied Although state laws vary widely a large number permit redemption and most require foreclosure sale ratification Redemption means that even though a property has been sold at foreclosure there is a period of time either before or after the sale that permits the mortgagor to buy back or redeem the property During that period of time the mortgagor has full rights to remain at the property and their possessions must not be removed Ratification is a formal confirmation of the foreclosure sale Once the sale occurs the sale must be announced publicly by notice This is usually done in the local newspapers and for at least the minimum number of times required by law Usually notice is required once a week or three or four consecutive weeks After the notice has been published a motion is prepared with the notices attached and submitted to the court for ratification Upon the granting of the motion the sale is ratified But it does not end there In most areas an eviction is required if the mortgagor refuses to leave the property The eviction must include persons and personals and the process varies widely Finally in some localities the eviction process may run simultaneously with the ratification process in others it must follow This means mortgagors and their personals may remain legally at the property anywhere from 10 days to one year When in doubt bid
37. e property located at Insert Address City State Zip has been completed Please call me at phone number should you have any questions Thank you Insert Contractor Name It is imperative that all properties are secured within 48 hours so the Broker can gain access to complete their assessment of the property and begin the marketing process In addition winterizations are to be completed within 48 hours as well During the winter months winterizing the property is critical in protecting the asset Thank you for your continued cooperation and please contact your Regional Coordinator with any questions Vendor Management Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 35 Mobile Home VINs and Condition Reports When a property has been identified as a mobile home and vacant the initial secure update must provide the following information Year make model number serial number vehicle identification number VIN and HUD registration tags Is the property permanently affixed to the foundation Have the tongue wheels and axles been removed The Condition Report form attached to this e mail will be attached to each Mobile Home order to assure that you provide detailed reporting on the exterior and a full walk through room by room of the interior The form requires you to assess the condition of walls floors ceilings carpeting windows doors light fixtures drapes blinds fireplaces
38. e than just changing your Vendor Web system password every 45 days It also entails protecting unattended computers when by locking them This step will ensure that any sensitive information is protected and not available to anyone who may walk by It is also important to keep laptops and mobile phones with you at all times Do not leave these devices where they can easily be seen or taken The information your devices view should not be seen by anyone outside your employment Finally if you print information containing confidential information like mortgagor information keep it locked away when not in use Treat the information as if it pertained to your loan or bank accounts Independent Contractor Status This manual shall not be construed as creating an employee employer agency partnership or joint venture relationship between you or any of your agents and employees and Safeguard Properties Management its employees agents officers and or affiliates It is the clear intent of the parties that every contractor performing work for Safeguard Properties Management shall be and remain an independent contractor and shall not be deemed employees or agents of Safeguard Properties Management No contractor has the right to receive work from Safeguard Properties Work is awarded based on performance only and is determined on an individual basis REO General Overview What does REO mean An REO Real Estate Owned property is one that has gone thr
39. each crew performing initial services on REO properties and sent to Safeguard 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 Vendor 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 Please Click here to access the Maid Service Checklist in the Appendix 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 Maid Service Photos We will keep the work order open if we do not receive all required photos If you indicated on the maid services checklist that a particular item is not applicable we will not require a photo of it For example if you note that there is no stove we will not ask for a photo Marketability Order In order to ensure the comprehensiveness of our service delivery to our REO clients Safeguard requires monthly marketability orders on all Cradle to Grave properties New marketability orders are opened every 30 days after the completion of initial services or as directed by the client Work order instructions include but are n
40. eaeeneess 14 Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 3 http www2 safeguardproperties com vendors pub Radiant pdf essen 14 Winterization PhOtOS etico ii tete Ee Ere eter eere ee Dev apre a e SEEE vesssesaceboeeesusieneaatensess 14 Required Winterization Photos oiii terit ten eoi aa ede vean o diciendo sd ocn 15 De winterization Requirements sssssssssseseseseeenene eene enn RR RR sns sssss esse ssssss sess sess s esses s eis 15 ure Em 16 Personal Property Guidelines eoe niai bise nae cce ral ge n abeo adenda na Raids 16 Personal Financial Papers esses ener ern en entren nn nono nn ss tras se n nn ron tras ense tras entere 18 Where are these personals found cscsscsccccecessesssececececesseeaaecececssesseeeaeceeeceseeseaaeaeeeesessseseaeaeeeeeens 18 Storage requirements dco eto a Ab sided ee A coute ee ors eode OE QUU 19 CYD Photo Documentation amp PlacardS ooonoccconocanonccononnnononannnanononnnnnnnnnnna nc nan nn ran ana nnn cnn nnne ennt entren 19 Trashio t Photo eane a E terse 20 Maid SERVICES oir natalie 20 Maid Service Contractor Check list cescceescseeseeeeeseeceeeceseeeeeesaeeeaaeseeeaesaeeesaaeeeeaaessaeesaeeeeaaeseeeaeneanees 21 Maid Service PhotoS ern ii e aa 21 Marketability Order oii ore rr e mee eres tee ea arse esee ien aset etes e a rese ense RUA 21 Marketability Order Photo Requirements
41. ek If an inquiry is emailed to you it means that Safeguard does not have all the information needed to close out an order Please check to ensure your updates are complete and accurate the first time to avoid unnecessary delays You will receive reports from Safeguard to assist you Responses to inquiries are needed in a timely manner A work order will not be closed until Safeguard has all the required information to forward to our clients You will receive an Open Order Report once a week The Open Order report contains a list of work orders for which Safeguard has not yet received an update This report needs to be reviewed carefully It is important that work is completed on time After reviewing your open order report forward completions to Safeguard immediately If there is any incorrect data contact your Work Coordinator so that it can be corrected Most common reasons that an order will remain open Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 9 Dump receipt information not received Bid for roof work but no eyeball estimate received for water damages Bid for mold damage but no eyeball estimate received for water damages Photos supporting bid or second bid not received Convey condition status not reported on convey orders Insufficient detail on update i e Debris bid description but no qty or not noted as interior or exterior Property reported unsecure but no reason
42. f each property These include but are not limited to Checking the utilities are they on or off How was this verified Are personals visible Where are they located interior exterior What is the quantity cubic yards of the personals visible e What is the estimated value of any personals visible Verify with a neighbor postal carrier etc Try to obtain the name address of the neighbor that information is verified with Direct contact with occupant Please try to obtain the name of the occupant e Is the property being maintained i e grass 4 tall debris in yard etc e Is the property unsecured and wide open s the property being renovated e If the property is for sale please obtain the name number of the realtor listing the property Please note a photo of the for sale sign is required on all REO initial service orders e If you have a question on whether a property is occupied or vacant contact your work coordinator before entering the property Securing Requirements All REO properties must be secured and winterized where when applicable within 48 hours All door locks are to be changed including deadbolts cover plates should not be used unless the work order advises otherwise If the securing will take you over the allowable you must call your work coordinator from site Lockboxes are to be installed unless it is not stated on the work order to install Lockbox combination is to be set at t
43. hargebacks issued You can contact your work coordinator at 800 852 8306 The charge back on this file was issued because CHARGEBACK REASONS ARE LISTED HERE The contractor will be charged back in the following manner 50 00 The amount that Safeguard could not invoice the client 200 00 The amount Safeguard incurred due to the city violation S 50 00 The cost Safeguard incurred to have DEF perform the grass cut 300 00 Total amount charged back to contractor Thank you for your attention to this matter Safeguard Properties Management LLC Property Preservation Procedures Manual Page 46 Broker Sign Off Sheet Please assist us in better serving your properties Below is a checklist of the work we have recently completed on your listing We would appreciate it if you could provide feedback to ensure the best possible quality Please circle the appropriate rating below each category and include any comments at the bottom of the form Work Completed Clear interior including cleaning Includes all trash and health hazards as well as the interior cleaning Property should be in broom swept condition with all surfaces wiped clean windows wiped down fan blades cleaned floors mopped and vacuumed if electricity is on and so on This service does not include professionally cleaning or shampooing carpets replacing any fixtures or outlet covers fixing any damages on the interior or replacing light bulbs E
44. ial that Safeguard receives photo documentation of your truck trailer or container with the dimensions displayed and photos of the placards in each room with debris As outlined in the training presentation Safeguard has made enhancements to Vendor Web to clearly identify the rooms where debris is present and to give vendors a defined place to drop photos You will see these enhancements January 3 2012 until then photos should continue to be added to the before section in Vendor Web The vendor performance analysts recently held regional conference calls to outline these requirements Effective February 1 2012 Safeguard will be implementing a 50 billing penalty if the required photo documentation is not provided The vendor performance analysts will be monitoring compliance Failure to provide the required information will result in reduced volume of work We have created a training session to ensure all vendors fully understand the requirements Please review this training information and share it with your field and office staff Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 19 Please click the following link to access the training session Trashout Photos Take BEFORE photos of debris at the property Show entire room with debris not just small areas of the room Take photos of debris AFTER removal to show debris has been cleared Photos should be of same area and angle as BEFORE photos e
45. ility Checklist REO Marketability Checklist Global Items The following items must be completed on all Marketability Orders regardless of condition upon en Im D Floorsswept moped ec E if Sinks Tubs Toilets th oughly cleaned i ced air fresheners mark with installation date id Saee e e Additional Items Address each item for each applicable room indicated in the chart below Indicate whether work was completed to bring the items into compliance or if it was in compliance upon arrival Compliant items are those considered to be in marketable ready to show condition Provide ass remonte tor comers ce I PE wats fixture eae pee d EENERLTTICIUTTT EC EE __ Light fixtures switch and outlet covers d down D Door frames free of dust Pe EA Stove oven cleaned inside and out _ Microwave cleaned inside and out Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 37 Refrigerator cleaned Inside and out Cobwebs removed from comers ceting Cobwebs removed from cormers celing down ght f amp ures switch and outlet covers wiped down Door frames free of dust Closet floors sweptimonped or vacuumed HEEE OE Cobwebs removed trom comers celing Baseboards walls wiped down tE __ Ught fixtures switch and outet covers wiped doan 8 Door frames free of dust Mirrors cabinets drawers shelves clean Td E SES 38 3 Ez o e
46. is required In addition a call must be made to the broker as well as an email sent to advise the property is secured and then repeated after the trashout has been completed There is a weekend cell phone number listed on REO work orders that is available for any issues that need to be called in from site Please be sure to utilize this when required necessary Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 28 Updating Work Orders Vendor Web All contractors must update invoice and send photos to SPI via the Vendor Web To get started using this please follow the steps below Contact your recruiter to obtain a password The Vendor Web Support Team will create a password for you and this will be emailed to you along with the instructions on how to get started A short recorded training session is available by clicking here ADMIN NA3 ACROBAT COM A716554048 P42699425 If you have any questions regarding the Vendor Web you can contact our IT department at 1 800 852 8306 Ext 3999 It is the contractor s job to ensure all invoices are received within 24 hours of completion of the work order Safeguard Properties Management reserves the right to return invoices when not received within the proper timeframe Due to the urgent nature of these orders orders that are not completed and updated in full are subject to a tiered billing penalty charge SPI reserves the right to return invoice
47. k you for helping us Sefeguard our client s interests REO Customer Service 877 340 5510 ha sido encontrada ser vac o Safeguard Properties a favor de la Sociedad Hipotecaria mantendr n que la propiedad para asegurar que no sostenga ning n da o adicional La propiedad ha sido asegurada y ha sido colocada en un horario mensual de mantenimiento Comprendemos propiedades que vac as pueden llegar a ser situaciones de estar sin seguridad o emergencia pueda ocurrir Le proporcionamos con el n mero abejo como un neo de uni n para asuntos que necesitan para ser dirigidos inmediatamente Cont ctenos por favor si esta propiedad llega a ser sin seguridad o en el caso de una emergencia Al lamar tiene por favor la direcci n y el c digo postal llenos de la propiedad para que nosotros eficientemente le podamos ayudar Gracias por ayudarnos Selvaguardamos los interesse de nuestro diente 877 340 5540 De Servicio de Atenci n al Cliente de REO Safeguard Properties Management LLC Property Preservation Procedures Manual Page 50
48. lectronically any of the information provisions contractual Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 5 terms or processes in this Manual or the Manual itself to any third parties without the prior written authorization of Safeguard s CEO Safeguard considers any unauthorized use of the Manual or the provisions information or processes contained herein to be unauthorized disclosure of confidential and proprietary information theft of Safeguard s trade secrets and damaging to our business Any unauthorized use or communication may subject you to civil and or criminal penalties under applicable federal state or local law injunctive relief and shall result in you and or your organization being removed from Safeguard s contractor list Information Security Awareness In order to comply with industry guidelines Safeguard implemented a 45 day password policy for the Vendor Web system This policy requires you to change the Vendor Web password every 90 days at a minimum Failure to change your password will result in a locked Vendor Web account If this occurs you will not be able to complete any work until contacting your Regional Coordinator We remind you through e mails to change the Vendor Web password in an effort to prevent an account lockout from occurring Change the password upon receipt of the first e mail Your work is too important to be locked out from it Information security awareness is mor
49. nt trae of debris E d ERR TT ee 0 3 A Anneme sas ana any oiner eens remove Oooo ent free of debris leaves sticks and any other debris removed Winterization wraps are present on ail tollets and antffreeze is Water main Is zip tied In the off position Winterization stickers are present at the prope Anti treeze is present in toilet tanks and Dowts Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 38 I hereby confirm that the above items have been completed as required All applicable required photos will also be ubmitted with thi order print name sizmanue date Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 39 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 Windows clean
50. nvironment that we are creating As this program evolves and the database is built those contractors that run consistent high quality operations will separate themselves Safeguard will build its network around and will allocate work to contractors who perform quality work Safeguard Excellence Program Safeguard has programs in place to recognize excellence of performance and eradicate behaviors and performance that negatively impacts our client experience The below programs are designed to provide incentive to perform between levels of acceptable and excellence Beyond the programs listed below Safeguard has stood up a Vendor Strategy group that keeps focus on volume allocation to vendors based on timeframe and quality performance Changes made to strategy will be intentional and vetted Incentive 1 On Time Bonus a Meets or exceeds on time submission of 9596 submission Must pass SQA review each 196 above standard gets you 196 bonus revenue from initials 2 Select Quality Assessments a BSO incentive For vendors that achieve a 3 5 or better on Broker Sign off ratings with participating clients Current clients FNMA will achieve a 296 bonus on those initials b FQCincentive great work low deficiency per property gets discretionary bonus manager validation Corrective measures l Time Frames a Probation set when performance is less than 8596 completed on time b Work orders that go beyond 10 days will be exposed to
51. o the Broker on every REO property to ensure their satisfaction with the initial services completed Every month the results of Broker Sign Off Sheets will be discussed with REO Contractors Please click here to see the Broker Sign Off sheet in the Appendix Broker Communication Requirements REO Contractors are required to maintain frequent communication with Brokers A phone call must be made to Brokers once a property is secured winterized and trashed out An email to the Broker must also follow this phone call Additional work orders for dewinterizations Vacant Mobile Manufactured Homes When performing any maintenance work order on a mobile or a manufactured home and you are reporting it vacant the VIN must be obtained and provided on the update via the Vendor Web This information is critically important for our clients and we have committed to them that it will be provided on all vacant properties Please review Mobile Home VINs and Condition Reports in the Appendix for further clarification on this issue Emergency Repairs Report any hazardous unsafe or unsecure conditions at the property to Safeguard by calling your work coordinator from site If there is an emergency repair such as standing water in a basement or an active roof leak call from site Always advise on the specifics of the damages such as location dimensions of affected areas bids to tarp and to repair replace roof damage etc If standing water is pre
52. o the code stated on the work order unless otherwise instructed When entering a property where your work order requires securing e Always enter through a secondary door e Perform a valuation of the items that remain e Ifthe items exceed the client specific personal property threshold o Document the items both written and with photo documentation o Document the general condition of the entire property o Winterize the property if applicable o Supply appropriate bids for removal and storage of personal property as well as any other work to be performed that will fall outside the work order parameters Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 11 i e excessive debris vehicle removal outbuilding demolition etc O Secure the door you entered through but do not leave any lockboxes or securing notifications The exterior should have no postings made by a Safeguard contractor o If the items are less than the client specific personal property threshold proceed with the securing instructions on your work order Securing Photos BEFORE photo showing old mechanism in place DURING photo showing old mechanism removed AFTER photo showing new mechanism installed Lockbox showing keys placed inside Photo showing the for sale sign is present on the property Refer to the work order for a detailed list of required securing photos Boarding Requirements When determining whether or not to board a prope
53. on is completed The photos will be required before the order is closed and paid The winterization utility information must be posted in two places The poster form can be found on the Contractor Web at the link below and should be posted where it is highly visible such as inside the main door or on the door leading to the basement The sticker is available from the mailroom by calling 800 852 8306 extension 1128 and must be placed on the breaker box This requirement applies to all loan types Winterization Utility Notice Please note that this is a requirement for FHA VA CV and REO properties If you have any questions please contact your regional coordinator De winterization Requirements De winterizations when requested are to be completed using the steps outlined below within 24 hours of receiving the order They are necessary for Buyer s Inspections to be thoroughly completed Contractors must call the broker and request to have the utilities turned on If the utility company will not turn on utilities for any reason please call your Vendor Performance Analyst or re winterize if authorization cannot be obtained You will be provided with billing information for utilities If utilities are on check with the broker to see if they had the utilities turned on Make an appointment with the broker to meet at property when requested per the order De winterize as follows e Close all water line valves e Reconnect meters turn wate
54. onono nono non ai Error Bookmark not defined Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 4 Vacant Mobile Manufactured HOMS cccccccononononononnnnnnnnnonononocnnananonononnnccnnnanannn nora nrnnnnanno no nn nancnnnnann 31 Emergency Real Sia a a arab 31 Sateguard Property Stickers ida cidad 31 LS A DDR LEONE 33 Applying Anti Slip Agent to Properties nennen enne nnne nennen nn nns n nnt n nasse 33 Quality of Interior Cleaning iere A iii 33 Quality of Exterior Services esses nennen nnne enne ninh nnns ssi entitas nass essi seria assa ases nnne an 34 Broker Email Notification ooonoccnincccnoncnnnnannnnaccnonnnononnnnnn cn nono enne nnne nnn en nnn nennen nnns en tnne entente nsn en nnne 35 Mobile Home VINs and Condition Reports eeeesssesesee nennen enne nnne nena nnns sss enne nana nns 36 REO Marketability Checklist rd aida 37 REO Maid Services Checklist ici 40 Status Report INstrUCtIONS cocooonioniconocononinacosecidodin 43 Example of a chargeback message a contractor should receive if a chargeback is to be applied 46 Broker Sign Off Sheet ue A ad ii 47 usce E 49 Purpose of the Manual This manual will function as an informational guide regarding the Policies and Procedures Policy Safeguard Properties requires you to follow as a condition of doing business with us These Policies and Procedures apply to each Work
55. ot limited the following e Wipe down counters and cupboards e Clean windows and window sills e Clean all sinks tubs and toilets e Vacuum carpets Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 21 e Mop floors e Address safety hazard issues Vendors are also required to correct any of the following that may be needed and be prepared to do the work e Securing e Debris Removal e Shrubs e Grass e Emergency repairs Marketability Order Photo Requirements The following marketability photos are required All photos must have date stamps from the date of service A minimum of 35 photos Photo from the street facing the home building All interior and exterior spaces must be documented and compliant upon departure Sweeping before during and after show debris in dustpan Vacuuming of carpeted surfaces before during someone using the vacuum and after Mopping before clean soapy water during wet mop on floor and after wet floor Wiping of horizontal surfaces including fan blades baseboards a window sills door frames and wall registers before during wet rag on surfaces and after Before and after any other work completed f no work was completed in a particular room photos from opposite angles should be provided to show each area is in compliance Entire exterior of property Front rear and side photos should be from the property lines facing the house and
56. ough foreclosure and that the bank has bought at the foreclosure sale The bank now officially owns the property and it is being marketed for sale Clients Objective These properties will have to be marketed and sold by the client for them to recoup their initial investment in the property Every day that our clients cannot market or sell their properties is costing them money Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 6 Clients Goals Every client s REO Department has set a goal to place a property on the market within days of acquisition Where does Safeguard fit in In order for the client to be able to begin marketing this property within their desired time frames the following steps will need to be done Secure the property Winterize and inspect the property Perform trash out interior exterior debris removal Repair damages and rehab property i e repair replace carpet repair replace appliances roof repairs at the client s request Perform initial and subsequent lawn maintenance including grass cuts edging walkways and trimming shrubs Perform Maid Services amp subsequent monthly marketability orders property must pass a white glove inspection Whatis the Contractor s Role As an REO contractor you are the eyes and ears of Safeguard and our client in the field Contractors are usually the first individuals to see the true condition of a property Being our
57. ppliances inside and out throughout premises Clean kitchens and bathrooms thoroughly including all fixtures and surfaces toilets tubs showers mirrors etc using a disinfectant cleaner one that does NOT leave a residue to remove dirt grime mildew and odor Clean toilets toilet bowls and surrounding areas thoroughly Clean full view glass doors at front and rear entries Clean interior side of glass in windows to remove dirt grime fingerprints tape stickers etc Clean window ledges to remove dirt smudges Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 20 cobwebs dead insects and grime Broom sweep interior floors wet mop vinyl floors and vacuum carpeted floors and rugs to present neat appearance Be sure to include stairs closets baseboards and other similar areas Place one 1 air freshener in every kitchen and one 1 in each bathroom pine lemon or floral scents are acceptable Broom sweep porches garages or carports and entries leading into property to present a neat appearance Sweep out fireplaces and or fireboxes to remove ashes or residue Close damper Pick up and properly dispose of ALL debris from interior including miscellaneous trash on porches and in closets and cabinets Remove all broken glass from any broken windows and board those windows Maid Service Contractor Checklist The checklist link located below must be filled out by
58. r on e Visually check for leaks on all floors zones e Fill hot water tank e Turn heating system on e Ignite hot water tank e Check to make certain heating system is functioning and will remain on unattended set thermostat at 55 degrees e Run water in faucets to flush all antifreeze bleed air from system e Check that all is sound and there are no leaks Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 15 If any part of the system is inoperable or will not remain on if unattended call the Safeguard Winterization Hotline at 1 877 340 8553 for authorization to repair If authorization cannot be obtained re winterize property Make a note on your update stating why property cannot be de winterized Never leave a property without heat or with leaking pipes Have the broker inspect the work list damages and sign the work order Take full photos of all damages and remove winterization tags unless you have re winterized The following photos are required for de winterization orders Photo of water running from sink Photo showing the toilet flushing Photo showing meter reconnected if previously removed Trashout Waste material debris and rubbish must be removed from the premises and properly disposed of Do not use city trash pickup services for debris removal Debris must not be left at the curb Asit relates to the disposition of debris it is never acceptable to keep or sell any of the items remove
59. r party we still need photos of the front of the house showing the address We will not be able to pay you for a grass cut performed if any of the photos show that the ground is covered in snow If you are bidding the grass cut your photos must support the bid If a for sale sign needs to be moved to cut the grass it must be replaced after the cut is completed Snow Removal Orders Snow removal orders are ordered by the broker or at times Safeguard will automatically open snow removal orders at the beginning of the snow season Vendors need to remove snow when there are 3 or more inches of accumulation This order will have a due date of March 31 and it will be the Vendors responsibility to plow the driveway when accumulation is 3 inches or more Snow removal is ordered on an as needed basis and must be completed within 48 hours Snow removal is to be completed per the city ordinances walkways sidewalks and entryways are to be cleared Please read work orders to follow specific guidelines that the client may have Please refer to Applying Anti Slip Agent to Properties in Appendix Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 24 For more detailed information please refer to the snow removal manual available in view online training materials on Vendor Web Cash for Keys Orders A Cash for Keys order is when the client is willing to pay the occupant to vacate the property in order to
60. rty the contractor must follow the client specific guidelines on each order Most initial services orders give pre approval to board if needed There are emergency allowables for some clients if boarding costs will be high The important thing is to never leave a property unsecure If unsure on how to proceed with regard to boarding always call your work coordinator from site All boarding must be completed to the required standard pricing and completion requirements nail and screw boarding is not permitted Dimensions must always be reported and all broken glass must be removed as part of the boarding fee Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 12 PLYWOOD BOARDING PANEL DETAIL Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 13 BEFORE and AFTER photos of each window or door are required unless you are boarding the entire property In that case step back and take a BEFORE photo of the whole front of the house and then an AFTER photo showing the front of the house boarded Then do that same on the back and sides of the house We do not need a close up before and after photos of every window on complete board ups from the exterior It is required to show before and after photos of every window from the interior Winterization Requirements Winterizations are to be completed in compliance with Safeguard guidelines Step by step winterization training materials can be
61. s unpaid when not received within the time frame REO Charge Back Policy When errors are made on the contractor s part or the contractor fails to follow applicable guidelines it may be necessary to charge the work back to the contractor Contractors are to work diligently so that charge backs are kept to a minimum Notification of each charge back will be made to the contractor along with an explanation as to the reason for the charge back If you have any questions regarding a charge back please contact the office If a contractor performs fails to perform in any way which causes Safeguard additional charges or the inability to invoice the client you agree that Safeguard may issue a charge back to your account The amount charged back will be The amount that would have been invoiced to the client Any additional cost which Safeguard incurs to remedy the problem The following scenario is only an example of how Safeguard s charge back policy is used Client A authorizes a grass cut for SPI contract amount of 50 00 Contractor ABC fails to perform the grass cut in a timely manner causing the city to cite a violation on the property for 200 00 Contractor DEF performs overgrown grass cut to remove the violation at a cost of 100 00 Click here for an example of the message a contractor should receive if a charge back is to be applied Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 29
62. sent always advise if a sump pump is present If mold damage exists remember to report on dimensions of affected areas provide a bid to treat clean or a bid for a mold remediation specialist if necessary We always need to know location cause and size of all damages Note that when updating provide eyeball estimates only under the damages section The only exception to this is with regard to roof bids All other actual bids for damages such as a bid to treat and clean mold must be submitted under the other bids category You have the option of providing just the eyeball estimates if you feel the scope of work required is beyond your capabilities Prior to leaving property ensure that all windows and entry doors including garage doors are locked Your compliance with these requirements is crucial to the success of Safeguard and its clients in marketing REO properties quickly and efficiently Should you have any questions regarding these requirements please contact your REO work coordinator Safeguard Property Stickers Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 31 Photos are required of all posted stickers Stickers are to be placed on glass surfaces Care should be taken as to not cover any vacancy stickers A photo MUST be taken of the posted Safeguard sticker Do not place stickers on any wooden surface They must be placed on glass only Do not cover the vacancy sticker that has been left by S
63. t their Broker Price Opinion BPO and prepare the property for listing Once secured the contractor must notify the broker assigned to the property as well as submit a status report in Vendor Web After the property is secured complete interior and exterior debris removal is needed This is referred to as the trashout It is the contractor s responsibility to ensure that all cabinets closets rooms are clear of all debris After completing the trashout the contractor will then perform maid services Vendors should then submit an additional status report the same day the trashout is completed The maid service or full sales cleaning of the interior of the property is required on all REO properties Some of the services involved are walls and floors must be washed windows cleaned and streak free carpets vacuumed and appliances thoroughly cleaned inside and out Completing this part of the initial service is crucial as potential buyers will notice the cleanliness of the home Ensuring that the property is spotless will enhance the marketability Finally giving the home curb appeal is a necessity as this is the first thing a potential homebuyer will see Grass clippings and leaves must be cleared from the lawn driveways and all walkways Shrubs must be trimmed if necessary Flowerbeds must be weeded and edged and sidewalks must be edged as well As you can see without the contractor we would not be able to offer our clients this white glove servi
64. ts and mortgagors alike You must notify us immediately if the occupants require more than three weeks to move We will overnight a check to you once you advise on the date and time and the amount needed If you have a cash for keys order and the property is vacant please call your work coordinator immediately Contractors will be paid for successful cash for keys orders only If you believe that the property is already vacant call in to your work coordinator and advise You will be instructed to proceed with the initial services We will open an initial services order for you and you will need to submit all information under that order If you find that there are personals inside e proceed with only one lock change e winterize if in winterization season e submit a bid to remove and store the personals Do not remove anything from the property at that time Providing Bids All bids must be justified with photo documentation and complete descriptions of the work that must be performed New photos must always be provided on work per bid completions Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 25 Quality Control Requirements Taking time to ensure that we are fully addressing the needs of a property as they relate to the initial services is imperative The result of spending an additional 15 30 minutes at each property to ensure all fixtures and rooms are cleaned properly as well as making sure
65. we perform yard maintenance properly will result in increased client satisfaction Cleaning a property without attention to details throughout does not achieve our client s objective to maintain a property s marketable condition causing the value of the property to drop and extending the time it takes for the property to be sold Ensuring that a detailed cleaning is completed on every property will ensure that the property is appealing to buyers bringing in the highest value and shortening the time it takes to sell the property Field quality control must be implemented by ALL vendors to ensure 100 compliance on all REO properties Please see Quality of Interior Cleaning and Quality of Exterior Services in the Appendix Safeguard requires that the quality control forms provided below must be utilized We recommend at a minimum all REO Contractors perform Quality Control on all crews performing REO services all work order types Initial Services incl winterizations Work Per Bids Marketability Orders Grass Cuts and ensure that 100 of REO properties have been reviewed every 30 days 100 of initial service orders must be QC d while 10 of secondary refresh orders must be QC d As Contractors find deficiencies they must take the appropriate action to ensure deficiencies are corrected and do not reoccur This process is to be documented as Field QC Representatives will be auditing these forms when they conduct their field visits with Vendors R
66. with installation date A Installed batteries in smoke detectors when needed Installed light bulbs in all open sockets and replaced non functioning light bulbs Notes Comments hereby confirm that the above items have been completed as required All applicable required photos will also be submitted with this order print name signature date Safeguard Properties Management LLC Property Preservation Procedures Manual Page 42 Status Report Instructions From your Vendor Web Create Status Report How to Create Status Reports Under the work order text Select a reason for the status report KO Previously Submitted Status Reports for Order Report Date Submitted Previously Submitted Invoices for Order Invoice Date Submitted Previously Submitted Updates for Order Update Date Submitted Orders For Property Create Status Report Select a reason for the status report Previously Submitted Status Reports for Ord Emergency Condition at property Bad Address REO Initial Services Status Report Date Submitted Previously Submitted Invoices for Order Invoice Date Submitted Previously Submitted Updates for Order Update Date Submitted Orders For Property Work Completed Completion Date Invoice Safeguard Properties Management LLC Property Preservation Procedures M
67. work outside of TERE Bids being submitted and Other Conditions If they are not reporting either they bra AM a still have the mark the boxes Worth Noting as N A or None Final Step Click on Create Status Report Create Status Report Previously Submitted Status Reports for Order Report Date Submitted Once submitted Status reports will show up here Safeguard Properties Management LLC Property Preservation Procedures Manual Page 45 Example of a chargeback message a contractor should receive if a chargeback is to be applied This letter is to inform you that a chargeback has been issued on this file You were previously advised that a chargeback may become necessary and additional information was requested of you but you did not provide the necessary information Safeguard does not want to chargeback any work to its contractors However as you are aware all work must be performed in accordance Investor Insurer guidelines the instructions stated on the work order and MUST include the before and after photos of work performed Safeguard cannot get paid by its clients if the work is not performed according to guidelines or the photos are not provided Safeguard strongly encourages you to contact your work coordinator to review how work must be completed and the photo documentation that must be provided Safeguard offers this service to its contractors in an effort to help them avoid having c
68. y companies to ensure it is in line with the quality required Photo examples illustrating yard maintenance concerns are below Clippings from both the shrub trimming and the grass cut were left at this property Safeguard Properties Management LLC REO Procedures Manual V1 17 14 Page 34 Broker Email Notification To ensure that our clients Brokers are notified timely once you have secured a property Safeguard will now require that contractors both call and email the Broker when access can be granted In addition notification via phone and email when properties have been trashed out is also required To assist you in this effort we have provided the following generic text for your use when emailing the Broker Please utilize this text to email the Broker once the property has been secured or on properties that have previously been secured where access can be gained All emails sent to Brokers should be saved for 90 days in the event that Safeguard requires this email be forwarded for review In addition the date time of the call and email to the Broker should be noted on the update to Safeguard Securing Confirmation Email Dear Insert Broker Name The property located at Insert Address City State Zip has been secured and access can be gained Please call me at phone number should you have any questions Thank you Insert Contractor Name Trashout Confirmation Email Dear Insert Broker Name The trashout on th

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