REO Yard Maintenance Field Reference Guide 2016 Customer Service = Resolution

Transcription

1 REO Yard Maintenance Field Reference Guide 2016 Customer Service = Resolution

2 Purpose of the Reference Guide... 3 Vendor Score Card...3 Shrubs, Weeds, Vines, Weeds and Saplings... 4 Over 1 acre/over 1 foot of grass... 5 Maintained by HOA /Someone Else... 5 Leaves, Clippings, and Debris... 6 Unsecure Issues... 7 Weather Delay...7 Due Dates Postings & Violations... 8 Photo and Update Documentation Grass Cut Updating and Invoicing Frequently Asked Questions Important Phone Numbers: Vendor Contact Center: (800) OR (216) Ext IT Help Desk: (800) Ext Seasonal Vendor Account Managers: (800) or (216) Ext ******* Do not call for invoice disputes. All invoice disputes must be handled through Vendor Web per Memo ******* 2

3 Purpose of the Reference Guide This Reference Guide 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 Order you receive from Safeguard. You should refer to this Reference Guide 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 a specific policy or how the company interprets said policy, please contact your Vendor Account Manager. This Reference Guide sets forth the Policies and Procedures you must 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. Independent Contractor Status This Reference Guide 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, its employees, agents, officers and/or affiliates. It is the clear intent of the parties that every contractor performing work for Safeguard Properties shall be and remain an independent contractor and shall not be deemed employees or agents of Safeguard Properties. 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. Vendor Score Cards Vendor score cards are based on quality, on-time submission, and on-time completion. These will be delivered every week. The expectation of vendors is to complete grass cut and other orders at a 95% on time completion rate or better. 3

4 Shrubs, Trees, Vines, Weeds and Saplings Shrubs Shrubs, anywhere on the property, should be maintained as part of the lawn care on every visit to ensure the property remains in a marketable state. A vendor can invoice only on an initial cut. Overgrowth can be defined as: Shrubs are impeding walkways, driveways, patios or hand rails. Shrubs have grown above window sills or touching sidings. Shrubs are touching any portion of any building on the property. Shrubs that have three inches or more of new growth or the shrub has grown enough that it needs to be reshaped; reshaping a shrub should only be necessary a few times throughout the year. Although a vendor should only invoice for an initial cut, routine shrub maintenance must occur on every cut to keep the property in marketable condition, therefore overgrowth should rarely occur once the initial cut is completed. If a vendor invoices for overgrowth, photos must be submitted through Vendor Web supporting that one of the above conditions existed on the property or the vendor will not receive payment. Trees Trees should be trimmed (work order specific) when one of the following conditions are met: Causing damage to the property Impeding walkways, sidewalks, driveways Posing a citation/violation risk Saplings must be removed. Saplings have branches and are considered weeds. Follow the work order and cut for the Seasonal pricing model when one of the above conditions are met. If the above conditions are met but the tree cannot be cut from the ground a bid must be provided. You must provide photos to support all work completed or for the bid. 4

5 Vines Non-Decorative vines are to be removed from the structure per the Seasonal pricing model Weeds and Saplings Weeds should be cut back with a line trimmer and sprayed with weed killer. Please ensure the weed killer used is compliant with governing laws and regulations. Saplings that can be removed by hand or by hedge clipper should be removed. Over 1 acre and Tiny Lots 1 acre Lots Follow work order instructions. If the property is over 1 acre and the broker or client requests that the entire lot is cut, vendors can cut the entire lot and invoice their flat rate times the number of acres cut. Please provide copy of broker with your order update on Vendor Web. Tiny Lots Lots with grass area less than 100 SQFT are considered Tiny Lots and must be bill at Seasonal pricing model regardless of your flat rate. Over 12 inches of grass You must charge your flat rate fee for any property up to and including 1 acre in size. Contractors may invoice for each additional 12 inches of height, when grass is over 12 inches high. If the order is more than 4 days late your invoice will be reduced to your flat rate. Supporting photos must be provided showing grass is uniformly overgrown. Include ruler photos taken with a retail ruler showing overgrowth. Maintained by HOA /Someone Else To update an order when the property is maintained by HOA/Someone else, photos and information on who is maintaining the property must be provided. Invoice a trip charge if property is maintained by someone else. 5

6 If the front of the property has been maintained but the back or the patio area has not, you must cut the back yard and/or around the patio area and charge your flat rate. No Access: You have to carry a Padlock Key to gain access to the backyard. If unable to gain access with a padlock key, cut the front yard and report the back yard cannot be cut. Provide photos showing there is absolutely no access. An acceptable photo is one with the key in lock. You are NOT allowed to cut the pad lock off the gate to the rear. This will leave the property or pool unsecure. This can result in immediate termination of work. If the property is a condo or gated community and you cannot maintain the property, upload photos to Vendor Web Mobile to support and invoice a trip charge. Leaves, Clippings, and Debris Leaves must be removed when present at a property. Contractors can remove leaves and invoice by the bag or by cubic yard. Leaves must be removed from flower beds, walk ways, backyard, front yard and along the fence lines. You must have before photos, during photos (collecting leaves), after photos (leaves in bags/ 1 cyd container and photos of the yard once grass cut and leaf pickup is completed). Some cities have leaf pickups. You are not allowed to leave bags or piles of leaves at the curb for the city to pick up. Leaving leaves for the city to pick up reduces curb appeal. Photos must be submitted of leaves being bagged or raked into a CYD. Note: Pictures of leaves piled and ready to be mulched are not allowed. If grass or shrub clippings are not removed completely, the invoice will be denied. If there is tall grass, please check for debris, before mowing. This will prevent damage to mowers and neighboring properties. Yard waste including twigs, branches, palm fronds and pine cones are to be removed as a part of your service. If debris is present and it is less than ½ cubic yard, you are expected to remove it as a part of your standard rate. If debris is present and it is greater than ½ a cubic yard, it must be removed. Invoice for debris removal. Redemption Grass Debris Removal o Remove all incidental or landscape related debris. If the debris is not landscape related, mow around it and note that debris is present when updating the work order. 6

7 Unsecure Issues If the property is unsecure, call the VCC at ext from site. Do not enter the property. If pool is unsecure, call the VCC at ext from site. On the update note the property was unsecure. Include photos. The requirements are the same for visible damage. Call the VCC at ext rom site and have proper photo documentation for update. Weather Delay Vendors are expected to understand their local weather. If a cut cannot be completed 2 days before or on the due date because the lawn is snow covered, or is too wet (cutting will cause damage) the vendor must provide a commitment date when they believe the cut can and will be completed and update the status on Vendor Web Mobile. No trip charges will be given on any snow covered properties. Please be aware of the weather in your area. Due Dates All orders have due dates. Orders are allowed to be completed and submitted up to two days before the due date. 7

8 Any order that is past due is eligible for reassignment by the Vendor Account Manager without a warning or phone call. Once the work is reassigned, it will not be given back. Any late order reassigned will result in a chargeback if we have to pay a vendor a rush fee to complete. Postings & Violations Advise Safeguard of any violations/citations posted at the property. Take a photo of the citation/violation and provide the following information from the citation in the comment portion of your update: o Contact name and phone number, city department, type/purpose of violation, date of violation, compliance date (if noted). In addition, please post the sticker referenced in Memo 1211: Code Enforcement / City Violation Stickers. If you find a property posted for demolition, call the Vendor Contact Center from site immediately. You must ensure that the properties on your grass cut order list do not receive city citations or violations for poorly maintained yards. Any violation incurred while under a vendor s management may be assessed to the vendor. Photo and Update Documentation All REO Properties: General Property o Photo of the address numbers o Photo from the street facing the home/building Before the work o Fence lines, front yard, back yard, side yards including beds o Ruler photo if invoicing or bidding overgrowth During the work o Weed whacking, edging, mower in the yard (front and back) After the work o Edging completed on all paved surfaces 8

9 o Address: From street facing the home/outbuilding o Fence lines, front yard, back yard, side yards, foundation area o Top-Down View of flower beds o Under the deck/stairwell o A photo with a retail grade ruler showing grass under 2 inches Standards o Before, during and after photos of the front, rear, and side yards on every order. Front, rear and side photos should be from the property lines, facing the house and from the house facing the property lines o After photos must contain a photo of all 4 sides of the house and photos of the wheel tracks on all 4 sides of the house o All before, during and after photos should include some portion of the house as a reference point o Full front and rear yard, before and after are a must ; close up or insufficient angles are not acceptable o If property consists of desert landscape, photos of trimming and then spraying the weeds with weed abatement are necessary. You must report the property as desert landscaping on your update o Any additional work must follow the same principles of documentation All FNMA REO Properties: General Property o Photo of the address numbers or neighbors house # as a reference point if not available o Up and down the street photos to see how our property compares to the neighbors o Back of the property showing entire back yard, behind any outbuildings and view from back of home facing back of home o Photo from the street facing the home/building Before the work o Fence lines, front yard, back yard, side yards including beds o Photos of all gates allowing access to the yard o Ruler photo if bidding overgrowth During the work 9

10 o Weed whacking, edging, mower in the yard (front and back) After the work o Edging completed on all paved surfaces o Fence lines, front yard, back yard, side yards, foundation area including weeds and tall grass removed o Behind outbuilding and garage o Top-Down View of flower beds o Under the deck/stairwell o A photo with a retail grade ruler showing grass under 2 inches Standards o Front of the property from street to obtain full view o Lockboxes, fence and outbuilding lockboxes o Right and left side of the property from a distance to obtain full number as a reference point if not available o Back of the property showing entire back yard, behind all outbuildings and view from back of home and facing back of home o All gates allowing entry to a yard for maintenance o Full front and rear yard, before and after are a must; close up or insufficient angles are not acceptable o If property consists of desert landscape, photos of trimming and then spraying the weeds with weed abatement are necessary. You must report the property as desert landscaping on your update o Any additional work must follow the same principles of documentation o Close up or insufficient angles are not acceptable Failure to adhere to the photo requirements listed may cause your invoice to be adjusted 10

11 Grass Cut Updating and Invoicing All completed grass cuts must be updated and invoiced on Safeguard s Approved APP. All completed grass cuts must be invoiced at the amount agreed upon during the recruiting phase with the Safeguard Recruiter. This amount is located on your Pay Verification Form. All grass cuts under 1 acre must be cut for the agreed upon amount. Frequently Asked Questions Q: What if I have late work? A: Any order that is past due is eligible for reassignment by the Vendor Account Managers without a warning or phone call. Once the work has been reassigned, it will not be given back. Q: How do we handle cancelled orders that have already been completed? A: If the order was cancelled by the client you have 24 hours to update the work order, submit your photos and invoice. (The orders will be found in your cancellation tab) If the order was cancelled or voided by Safeguard the 24 hour rule does not apply, the order is cancelled and removed immediately and will not be returned. Q: How do we report on the lot size? A: Submit the lot size as length x width, in feet. Do not submit square footage. If the property is an acre, or 2 acres, etc., you can report it in this form. Make sure you measure correctly the first time. We cannot change lot size once that information has been entered. Lots with a grass cut area of less than 10x10 (100 square feet) are to be completed with all services per the Seasonal pricing model. 11

12 Q: What are the photo requirements for grass cuts? A: Photos must be taken on your mobile smart phone and submitted through an approved Safeguard mobile application (APP). Photos must be labeled correctly, showing before, during and after. Photos must support any bids you are submitting, as well as any conditions you are reporting, such as damages. All grass cut photos must show the date the picture was taken on the photo. Photos must include clear before and after pictures of the entire property to document the work that has been completed. Any area not photographed properly may result in an invoice adjustment. Close-ups of grass trimmings are not acceptable because they do not identify the property. The before and after photos should be taken from the same angle and location. Remember that this work is ordered and paid for by reviewers who can t visit the property to confirm that work was completed. The photos we submit are all the evidence we have to assure them that the work was done. Q: What am to report on an REO grass cut order? A: You are to advise on the following: 1. Is a For Sale sign present? 2. Was the property secure on arrival? 3. Was the lock box present? 4. Is any exterior debris present? 5. Is the property in marketable condition? Your grass cut orders will be held open if this information is not provided. If any issues are being reported, such as debris or damages, you must send photos to support. Q: What type of comments should be reported in the comments section? What should not? A: If you have to report comments, please make sure to note there is an exemption to the work order in the yes/no checkbox. Q: What do I do if I have I have questions? A: First read the work orders. If it s not in the work orders, read the Reference Guide. If it s not on the Reference Guide, consult the Safeguard Knowledge Center. If you have any questions about a grass cut issue, please contact the Vendor Contact Center at ext Q: What is the allowable number of grass cuts allowed per month? A: The work order will specifically indicate the due date. Follow the work order. 12

13 Q: How do I download Vendor Web Mobile or Photo Direct? A: Vendor Web Mobile and/or Photo Direct are installed directly on a user s smartphone via Safeguard s mobile download site. The download website should be accessed using your smartphone's web browser and typing m.safeguardproperties.com in the address bar. Q: Will Safeguard accept photos/screenshots of my computer/phone? A: No, your invoice will be cut since we cannot submit to our clients. You will be subject to return to the property and retake photos. Q: When is it appropriate to report work not completed? A: 1) Occupied property - direct contact must be made. 2) HOA maintained proper documentation is needed: photos and information on who is maintaining the property is needed. Q: What proof do I need when renting special equipment to complete a grass cut? A: Photos must include: Proof that equipment is needed Photo of equipment rental receipt (use document setting in mobile app) Photos of rented equipment Photos of rented equipment in use on property Q: When is the grass cut timeframes? A: 1) Initial Grass cut - completed and updated by due date or in the month the order was issued, for example an order with a due date of 3/7 may be completed 3/1 to 3/7. 2) Recuts complete and update 2 days before due date, or on the due date. If the cut is completed any earlier than 2 days before the due date the vendor won t get paid. Updates must be submitted earlier than 2 days before the due date the vendor won t get paid. Q: What if a property is occupied? A: Complete services on the property unless direct contact is made with the homeowner. 13

14 REO Leaf Removal Best Practices Leaves cannot be mulched. You must use either a tarp, trash bags, lawn & leaf bags or a 1 CYD container Leaves must be removed from flower beds, walk ways, back and front yard and along the fence lines Leaves cannot be left at the curb for the city to pick up If using a leaf vacuum, ensure that leaves are blown into a pile and measured before being removed Bags of Leaves Must have a clear view of ALL 30 gal bags Use of grocery bags is prohibited 14

15 3 ft x 3 ft x 3 ft = 27ft = 1 CYD Cubic Yard Measurements 9 ft x 3 ft x 1 ft standard tarp size leaves have to be 1 ft high for it to be 1 CYD, 2 ft high to be 2 CYDs, etc Most common ways to remove leaves 1. On a tarp a. Must have tarp measurements length, width and height with ruler b. Must be able to differentiate between tarps c. Must show ALL leaves that are removed in 1 photo d. During and after loading photo 2. In a 1 CYD container a. Must have measurements of the container b. Must show ALL leaves that are removed in 1 photo 3. In 1 (or more) large piles a. Must have measurements of piles b. Must show ALL leaves that are removed in 1 photo Needed Photo Documenation (in addition to grass cut) Before, during (collecting leaves), after photos (leaves in bags/1 CYD container) Photos of the yard once grass cut and leaf pickup is completed Clear view of bags filled with leaves Measurement of truck before you load Tarp photo must show measurements - length, width and height If all photo requirements are not provided, your invoice may be reduced or cut completely 15

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