REO Training
Presentation
Safeguard Properties
1
Confidentiality Statement
This training program and its materials contain proprietary
information, confidential information and business trade secrets
and is the exclusive intellectual property of Safeguard Properties,
LLC. Any unauthorized, copying, distribution or other use of this
training program or its materials is strictly prohibited.
© 2015 Safeguard Properties LLC. All rights reserved.
This material is confidential and may not be copied, used or distributed without the
written permission of Safeguard Properties LLC.
Key Highlights
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Expectations
Communication
Meeting Timeframes
Initial Service Status Reports
Initial Services Order Types
Initial Service Work Order Components: Securing, Winterization
Procedures, Initial Services, and Yard Maintenance
Proper Photo Documentation
Proper Reporting of Property Condition and Photo Documentation
Conducting Quality Control inspections
Checklist Implementation: Quality, Photo, Required for Updates, and
Client Specific
Photo Direct Compliance
REO Pricing Model
Timeframe Expectations
For clients that Safeguard performs securing services for:
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Secure and Winterize by the due date of the work order (usually within 48 hours).
Vendors have 1 additional day from the order due date to complete all remaining Initial Services,
Boarding, and Grass Cut.
Vendors are required to complete an Initial Service Status Report each day a task is completed.
For clients that only authorize the broker to re-secure the properties:
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Work order instructions will advise when properties are already secured by the Broker.
Vendors must Winterize by the order due date and report if access was gained to the property.
Vendors have 1 additional day from the order due date to complete all remaining Initial Services,
Boarding, and Grass Cut.
Vendors are required to complete an Initial Service Status Report each day a task is completed.
If the property is not properly secured upon arrival:
 Follow work order instructions if due to vandalism.
 If no access call and email broker for instruction how to move forward and proceed.
 If broker unable to be reach after 3 documented attempts please close work order with a trip charge.
Note:
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If order re-assigned and is past due the vendor has the time originally allotted to complete each work
order component.
 Initial Service Status Reports must be completed in the appropriate time frames along with
updating and closing out the work order via Vendor Web.
Why these Expectations?
Every day a property is on the market… is one more day that our clients are losing money.
Timeframe Expectations
Example:
• Vendor receives CTG2 Initial Services order on 01/08/2015 with a due date of 01/10/2015.
• The vendor MUST complete an Initial Service Status Report by 11:00 PM (EST) on 01/10/2015 in
order to receive credit for completing Securing (if applicable) and Winterization (when in season).
 If broker re-keyed property you must still status that you gained access by the due date.
• The vendor will have 1 additional day to complete another Initial Service Status Report to confirm the
Initial Services (trashout & maid service) and Grass Cut (when in season) is completed. In this example
by 11:00 PM (EST) on 01/11/2015 to receive credit for completion of Initial Services and Grass Cut.
• The work order must be closed and invoiced via Vendor Web within one additional day of completion of
the Initial Services and Grass Cut. In this example by 11:00PM (EST) on 01/12/2015.
• Note: If an Initial Services Work order is re-assigned to you past due, the vendor still has the same
amount of time as the logic explained above to receive credit for work completed.
 Example: Work order due 12/15/2014 and re-assigned to new vendor on 01/08/2015.
 Initial Service Status Report due for Securing and Winterization on 01/10/2015.
 Initial Service Status Report due for Initial Services and Grass Cut on 01/11/2015.
 Work order must be closed and invoiced in Vendor Web by 01/12/2015.
Credentialing Expectations
Credentialing Goals:
• Have an on-time percentage of 90% or better.
 Meaning completing Initial Service Status Reports on time and closing out work order via Vendor
Web.
 Remember an order is not complete until it is closed out in Vendor Web.
• Vendor must properly status initial orders by completing Initial
Service Status Reports.
• Set realistic commit dates.
• 100% Photo Direct Compliance
• Have under a 10% reopen order rate.
• Have under a 10% order follow up rate.
Broker Communication
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Communication is a critical piece of the puzzle, for both Safeguard and the Broker.
It is to the vendors benefit to form good relationships with brokers.
 If the broker is not happy, our client is not happy.
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Call or email prior starting work to make an introduction.
Ask questions about the property and any special circumstances.
Ensure communication is sent to the broker via email so that they are aware of the
status at each step in completing the work order.
 On initial service orders this must be completed via the Initial Service Status
Report.
Once work in the field is completed complete an Initial Service Status Report. This
will be used as your broker communication document in Vendor Web.
 A copy of the sent email must be uploaded to the update on Vendor Web.
Brokers need this information so that their BPO (Broker Price Opinion) can be
completed as soon as possible.
Keep an open dialogue with the broker regarding property conditions needing
addressed.
Please see MEMO 1245: REO Broker Communication Requirements from Feb. 2009.
Communication w/Safeguard
If we don’t see it or hear from your company, it didn’t happen.
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Call ASAP for any delays with an order. If you are unable to meet the timeframes, we can
possibly reassign the order to meet our clients needs. DO NOT WAIT to call!
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Always submit an Initial Service Status Report on the Vendor Web when any component of
the work order is completed at the property.
 Examples: Secured, winterized, trashed out, maid service, and yard maintenance.
 Note: Full updates are still required once all work has been completed.
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The work order is not complete until all photos have been uploaded to the work order
using Photo Direct, the update is completed, the order has been invoiced, and the work
order is closed out via the Vendor Website.
 This is how vendors get paid!
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Vendors MUST call X. 2292 from site when instructed on the work order.
 When CYD exceeds threshold
 To report emergency situations
Communication w/Safeguard
• Ensure you are contacting the right department to answer questions most
efficiently
• Please print Safeguard Properties Call Guide
• Vendor Contact Center X. 2292
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Work order questions
POC’s(Per Our Conversation) approvals for outside of work order scope issues
Lockbox information
Broker Information
• Vendor Account Manager
 Zone placement questions
 Work capacity
• Help Desk X. 3999
 IT Issues with Vendor Web or Photo Direct
 Password issues
• Credentialing Team: Angela Afzal X.1290 and Stephen Kaschak X. 3420
 Training issues and one on one coaching
 Vendor Web navigation questions
 Questions pertaining to classes
REO Initial Work Order Types
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A la Carte (ALCRT) orders are to be completed within a specific fee, which is set by the client.
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Cradle to Grave (CTG) orders will remain in Safeguard’s inventory from the initial services until the property sells, or the client
This fee (threshold) is always listed
on the work order instructions under the section that reads: ****CLIENT INITIAL SERVICE ALLOWABLE****. Please check it, as it
varies for different clients. If the trash out will exceed that amount, then you must submit a bid to complete it. No partial trash outs will be
accepted. HOWEVER, you must STILL complete the other tasks such as securing (as requested), boarding (if necessary), yard maintenance,
and winterizations. Limited over-allowable tasks can be completed. Please check your work order instructions. If the task is not listed, you
will need to submit a bid to complete it. On-going services will be completed only in the event that the client orders them.
cancels all orders. Trash outs must be completed according to the threshold noted on the work order instructions. You must call from site
to obtain a POC to proceed if the CYD’s exceed the threshold. As always, supporting photo documentation must accompany your
report. You are permitted to complete tasks that are listed on the “over allowable” list on your work order. Recurring services will follow
the initial services order.
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Redemption (REDEMP) orders require a bid to complete the trash out, in addition to the removal and storage of personal
items. This is the time when the former owner has an opportunity to “redeem” his or her property. Under no circumstance should
debris be removed. However, other tasks such as boarding (if needed), yard maintenance, and winterizations should be completed.
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ISPERS orders also require bids to complete the trashout and/or remove and store personal items.
NOTHING should be removed
from the property. Again, the other tasks such as securing (when requested), boarding, yard maintenance, and winterizations should be
completed.
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ISNTO orders also require bids to complete the trashout and/or remove and store personal items.
NOTHING should be removed
from the property. Again, the other tasks such as securing (when requested), boarding, yard maintenance, and winterizations should be
completed.
Securing Requirements
• Must be completed and statused via Initial Service
Status Report by the due date of the work order.
• Pay close attention to the work order instructions!
• Change locks according to the client specifications.
• Use required key codes on all securing hardware.
• Change both the knoblock and deadbolt, unless
otherwise instructed on the work order.
• Links for Securing Training Videos:
-Securing with a Knoblock
-Securing with Deadbolts
-Securing with Padlocks
Securing Hardware
• Inventory may be purchased at MFSsupply.com
• Knoblocks & Deadbolts:
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76667 knoblock/deadbolt - Keep at least 6 in stock
35241 knoblock/deadbolt - Keep at least 6 in stock
65432 knoblock/deadbolt - Keep at least 1 in stock.
52534 knoblock/deadbolt - Keep at least 1 in stock.
25345 knoblock/deadbolt - Keep at least 1 in stock.
67767 knoblock/deadbolt - Keep at least 1 in stock.
64445 knoblock/deadbolt - Keep at least 1 in stock.
46637 knoblock/deadbolt - Keep at least 1 in stock.
• Padlocks
 A389 padlock-Keep at least 6 in stock
Lockboxes
• The lockbox MUST be coded to the
client specific code.
• It is recommended that you have at
least 10 numerical and at least 5 alpha
lockboxes on hand. MFS
(www.mfssupply.com) supply's
lockboxes can be set to a personalize
code.
• Please follow your work order
instructions. Some properties may
require Sliderlocks or Slidebolts, so we
recommend having some of these in
stock as well.
Lockboxes
• Keys
 Tether ALL keys to the lockbox
(Memo 1361).
 If padlock installed place key in
lockbox.
 Include all keys in lockbox.
• Install the lock box on the front door,
unless otherwise instructed on the
work order.
• No lockbox should be installed when
personals are present over specified
value.
Securing Other Structures
• Secure all sheds, storage buildings,
barns, and detached garages with
the approved lock style/code.
• Consult the broker regarding
questionable structures.
• Provide a bid to demolish and
remove the structure if the
condition is poor or hazardous.
• Secure crawl spaces, utility access
areas, attached exterior
closets/storage areas, and animal
access doors. They are considered
to be accessible openings.
Plywood Boarding Facts
• For Clients that do not require clear
boarding.
• Please read the “Boarding” section
carefully on work order to ensure the
correct method of boarding is used.
• Board openings that allows access to
the elements.
• Board properties using plywood, 2x4’s
and carriage bolts.
• Removed broken glass from the
opening and ground.
• Screw or nail boarding is NOT
permitted
SecureView
What is SecureView Clear Boarding?
• Unique alternative to traditional boarding – installation of clear,
polycarbonate board-up system
• Gives appearance of traditional windows, yet secure and allows natural
light
• Secures the property without exposing its vacancy to onlookers
Benefits
• Able to see into and out of the property
• Withstands inclement weather (however not hurricane rated)
• Secures property from the inside with no damage to the interior
• Reduces blight and assists with stabilizing neighborhoods by reducing
the stigma associated with seeing a boarded property
SecureView
Traditional Boarding
SecureView Boarding
Initial Material Stock
• Register at www.SecureViewUSA.com
 One registered you can place your initial stocking item.
 All vendors are required to maintain an inventory to meet client timelines.
 1 Sheets of 4’x8’ SecureView.
 4 Sheets of 5’x8’ SecureView.
 1 Sheets of 6’x8’ SecureView.
 11 Bracing bars which are included with the above sheets.
 Total cost is $990.00 + tax and applicable freight.
• Residential Pricing Schedule
 48" x 96“ (4’X8’) $115.00 per sheet. Includes one 8ft bracing system.
 60" x 96“ (5’X8’) $169.00 per sheet. Includes two 8ft bracing systems.
 72" x 96“ (6’X8’) $199.00 per sheet. Includes two 8ft bracing systems.
• Additional Bracing System
 8ft $9.00 each.
SecureView
Launch dates for SecureView FNMA Orders:
• 8/1/14– AZ, IL, IN, LA, MN, OH, TN, and WA
• 9/1/14 – MA, MD, NH, NJ, NY, and PA
• 10/1/14 – CO, CT, MS, NC, and SC
• 12/1/14 – AK, DC, DE, HI, ID, ME, MT, ND, PR, RI, SD, VT, WV, and WY
Launch dates for SecureView BOA Orders:
• 9/1/14 - MA, MD, NH, NJ, NY, PA, AZ, IL, IN, LA, MN OH, TN, and WA
• 10/1/14 - CO, CT, MS, NC, SC, CA, FL, GA, IA, MI, NV, TX, VA, and WI
• 11/1/14 - KS, KY, MO, NE, OK, and OR
• 12/1/14 - AK, DC, DE, HI, ID, ME, MT, ND, PR, RI, SD, VT, WV, WY, AL, AR,
NM, and UT
SecureView Training Materials and Video
- SecureView Training Video
- SecureView Installation Manual
- Ordering SecureView
- SecureView Checklist
- SecureView Presentation
Pool Securing
• Secure the existing pool fence with a padlock.
• If there is no fence, follow the work order
instructions for securing, as client parameters
will vary.
• Follow work order instructions regarding pool
securing.
Training Video
– Securing Pools
Winterization Requirements
• Must be completed and statused via Initial Service Status
Report by the due date of the work order.
• Must use a minimum 5 gal. 3.8 CFM air compressor.
• Follow the Winterizations steps and know how to handle well
water systems.
• Understand the difference between water systems (Dry, Steam,
Radiant)
• Turn off breakers in the property to prevent damage to items
winterized like water heaters, well pumps and boilers.
• Zip tie water main shut off with photo to support.
• Remove water meters and only disconnect those where
approved – refer to Memo 1169: Water Meter Removal for
areas that do not allow water meter disconnection
• Toilet Wrap must be installed on all toilets as directed in Memo
1240: Winterization Toilet Wrap
• Winterization sticker must be filled out and posted on all
fixtures winterized. Do not place sticker on the front door.
• Follow the Winterization Checklist. Required to submit with
update.
Utilities Sticker
Toilet Wrap and Wint sticker
Wint sticker
Sump Pumps and Utilities
• Report a sump pump on your
update when one is present.
Advise if operable or not.
• Keep the utilities on when a sump
pump is present.
• If the utilities are off, you are
required to test the sump pump
with a generator.
• The sump pump crock should be
clear of all debris.
• If sump pump not covered it
must be covered with plywood
per REO pricing.
• Memo 1131 - Documentation for
Sump Pumps
Training Videos
-Installing Sump Pump
Voltage Tester Memo 1509
What is a voltage tester?
• A voltage tester is a tool used in the field by
vendors to confirm if electricity is running to an
outlet as well as to the main electric box. Similar in
size to a pen, it has a light at the top of the stick that
illuminates when electricity is running to the outlet,
or it beeps when it detects electrical currents.
• This tool is available at all large hardware stores
including Home Depot and Lowe's.
• All maintenance vendors must provide a photo via
the Vendor Web script to show that a voltage tester
was used in determining the status of the electricity.
This will be required on all orders where the status
of electricity is reported.
Trashout/Debris Removal
• Must be completed and statused via Initial Service Status Report within 24
hours of the due date on the work order.
• The trash out is a complete removing of all debris from the interior and exterior of
the property. Debris is defined as trash, junk, or items of no value that have been
left at the property by the mortgagor.
• 1 CYD = (3’H x 3’L x 3’W)=27 cubic feet.
• All nails, picture hangers and hooks must be removed from walls as part of initial
services.
• Remove all items from all areas to include:
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Interior and Exterior of the property.
All Closets, shelves, cabinets, drawers.
Clean inside all appliances of debris.
All window hardware and treatments need to be removed unless they add value to the
home.
 Outbuildings and crawl spaces.
 Garage Rafter/Attics
• Training Video for REO Trashout Service:
– REO Trashout
Personal Property
• Depending on Client parameters and/or state guidelines,
personal property values vary.
• If work order has a value threshold it is based on garage sale
value.
If accumulated value of personal property exceeds threshold
and/or personal documents found:
• Fully photograph all rooms with personals present.
• Make detailed inventory list and document approximate value of
personals
• Submit bid to remove and store personals for 30 days and also
bid to initial services.
• DO NOT remove anything.
Cubic Yard (CYD) Training
Objectives
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Define Container size.
 Before photo of truck/trailer with property in the background
 Measure empty truck bed, trailer, box truck, etc. and photo of each measurement.
 Use placard to notate CYD capacity and take photo
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Measure debris per room in interior and exterior of property.
 Take photos of all 4 corners of the room to show panoramic view
 Take before photo with placard to advise CYD in that room
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Remove debris in each room.
 Take several during photos (minimum 5) showing debris removal from each room
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Take progressive load photos and notate on placard.
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Empty with placard photo
¼ full with placard photo
½ full with placard photo
¾ full with placard photo
Full truck/trailer/container with placard photo
If more than 1 load repeat this process.
Take after photos of each room once debris is removed.
 Make sure to take 2 photos of the after trash out per room
 For after trash out and before maid service photo labels in Vendor Web
Cubic Yard (CYD) Training
• Define Container Size
 Measure all Containers and Vehicles that will be used on a specific property.
Cubic Yard (CYD) Training
• Containers/Vehicles upon arrival
 Show quantity of debris upon arrival and label placard to say “upon arrival X
cyds”
Cubic Yard (CYD) Training
• Measure Debris Per Room in Interior and Exterior of
Property
 Take photos of all 4 corners of each room.
 Take before photo to show the CYD count of each room.
Cubic Yard (CYD) Training
• Example of proper before photo documentation and
placard usage of a living Room.
 Panoramic view of debris
Cubic Yard (CYD) Training
• Exterior Debris Supporting Photos
Cubic Yard (CYD) Training
• Remove debris in each room
 Take several during action shots to show removal of debris.
 Remember to still use your placards to show which room you are in.
 Minimum 5 during photos require for each room.
Cubic Yard (CYD) Training
• Take Progressive Load Photos and Notate on Placard.
• Empty with placard
photo
• ¼ full with placard
photo
• ½ full with placard
photo
• ¾ full with placard
photo
• Full
truck/trailer/container
with placard photo
• If more than 1 load
repeat this process.
Cubic Yard (CYD) Training
• Take Final Load Photo.
 Photo with placard to quantify debris.
Cubic Yard (CYD) Training
Take after photos of each room once debris is removed.
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Take 2 photos of all four angles of the room.
 Living room example
 After photo label of trash out
 Before photo label for initial maid service
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Take 2 photos of all four angles of the room.
 Garage example
 After photo label of trash out
 Before photo label for initial maid service
Cubic Yard (CYD) Training
• Vendor Web enhancement
 Drop room-by-room
photos in the
appropriate labels.
 Be sure to include the
placard photos in this
new label.
 Place all load photos
under the load photo
label.
Heavy Debris
• Defines as dense material such as wood, metal, concrete, brick or slate that requires
special equipment to remove.
• To qualify for additional compensation, heavy debris must cost more than $500 to
remove and dispose.
 All hard costs MUST be documented with a receipt
• When seeking approval to charge additional funds for removal of heavy debris,
vendors are to upload supporting photos to the work order via Photo Direct and
call the Vendor Contact Center at Ext. 2292 from site to report:
 What is being removed
 Method of removal/hauling
 Approximate weight of debris
 Number of man hours to remove
 Disposal and special equipment costs.
 If more than 1 load repeat this process.
Initial Maid Service
REO Maid Services Checklist
Expectation = Sales Clean
• Must be completed and statused via Initial
Service Status Report within 24 hours of the
due date on the work order.
• Maid services are vital to ensuring the property is in
“Ready to Show Condition”.
• Must pass the “white glove test.”
• Cleaning is not just the interior of the structure. It
includes the entire structure and all outbuildings.
• Maid Service Checklist is required to be uploaded
on all initial service orders.
• Link for Maid Service Training Video:
– Maid Service
All items must be initialed (or write N/A if a particular item is not applicable) and the form must
be signed at the bottom. This is a required part of your work order, and it must be submitted via
the contractor web before we can close the order. Please also see the list of required maid
service photos (separate text), which must be submitted before we can close the work order. All
properties must pass the “white glove test.”
As a reminder, you must call the listing agent and advise when the trashout and maid services
have been completed. It is imperative that you do so, as the agents then need to inspect the
property and fill out the broker sign off sheet.
Entry Way:
___ Floor swept/mopped
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Storm door glass cleaned
Living Room:
___ Floor swept/mopped or carpet
vacuumed
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Windows clean, window sills wiped off
___ Door frames free of dust
___ Fireplace cleaned out (if applicable)
___ Ceiling fan blades clean
Family Room:
___ Floor swept/mopped or carpet
vacuumed
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Windows clean, window sills wiped off
___ Door frames free of dust
___ Fireplace cleaned out (if applicable)
___ Ceiling fan blades clean
Kitchen:
___ Sink cleaned
___ Stove/oven cleaned (inside and out)
___ Microwave cleaned (inside and out)
___ Dishwasher cleaned (inside and out)
___ Refrigerator cleaned (inside and out)
___ Floor swept and mopped
___ Windows cleaned, window sills wiped
off
___ Counters clean
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Ceiling fan blades clean
Enclosed Porch:
___ Floor swept/mopped or carpet
vacuumed
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Windows clean, window sills wiped off
___ Door frames free of dust
___ Ceiling fan blades clean
Bedrooms (Number of bedrooms: ____):
___ Floor swept/mopped or carpet
vacuumed
___ Cobwebs removed from corners/ceiling
___ Baseboards, walls wiped down
___ Light fixtures, switch and outlet covers
wiped down
___ Windows clean, window sills wiped off
___ Door frames free of dust
___ Ceiling fan blades clean
___ Closet floors swept/mopped or
vacuumed
Initial Maid Service
• Chemicals identified that
consistently provide the best
results:
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Fabuloso
Purple Power
Simple Green
Bleach and water
Industrial strength oven cleaner
Initial Maid Service
• Room viewed the most by potential
buyers (high-traffic area).
• Areas that must be cleaned:
 Remove cobwebs
 Dust crown moldings, ceiling lights,
and fans
 Remove soap scum/dirt from
sink/grease from sink
 Appliances inside and out
 Counter tops
 Tops, inside, and outside of cabinets
 Baseboards
 Sweep and mop flooring out.
Kitchen
Initial Maid Service
Kitchen During Photos
Tops of Cabinets
Inside Drawers
Under Cabinets
Appliances Inside
and Out
Sweep/mop
Baseboards
Moping Self Out
Initial Maid Service
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Toilet Cleaning
 Inside & Outside of bowl
 Top & Bottom of toilet seat
and cover
 Toilet tank/lid
 Behind/Around toilet base
Vents/Fans
 Clear of dust and cobwebs
Sinks
 Remove soap scum, hair, soap, razors, and
toothbrushes
Tubs
 Remove soap scum, hair, bars of
soap, shampoo, creams, razors, shower
curtains, curtains rods not permanently
attached, rings, mats, rugs and
toothbrushes
 Remove bathroom accessories,
caddies from tub and shower stalls, walls,
and doors
Bathroom
Initial Maid Service
Bathroom During Photos
Vanity and Drawers
Toilets
Tub Tile
Light Bars
Tub and its Surroundings
Initial Maid Service
Air Fresheners
• Place air fresheners in kitchens, laundry
rooms and all bathrooms to eliminate odors
 Any place that has running water on the interior
 At the time of installation of air fresheners must
be dated with permanent marker with the
installation date
 Take photo of air fresheners
 Air fresheners need to be replaced on each
marketability order with the date written on it.
• Must be “cone” style. If any other type is
used the work order will be reopened.
• Refer to Memo 1515 for details.
Initial Maid Service
Living Rooms, Bedrooms, Dining
Rooms, Hallways, ETC…
• Clean from the top down
• Start with cobwebs, ceiling lights,
and vents
• Make sure walls are free of dust
• Check closets, shelving, and any
horizontal surfaces.
• Squeegee windows and wipe down
window sills
• Clean baseboards
• Vacuum carpets
• Vacuum way out of room.
Initial Maid Service
Living Rooms, Bedrooms, Dining Rooms,
and Hallways During Photos
Cobwebs/walls
Squeegee window
Baseboards
Wipe sills and tracks
Vacuum way out
Initial Maid Service
Good Photo Documentation
Before
After
Carpeting
• Thoroughly vacuum carpet on all
floor levels.
• Clear debris, hair, grass
clippings/leaves, dust, and dirt.
• Advise the broker of dirty, but
salvageable carpet.
• If power off use a generator or a
battery operated vacuum.
 Be prepared to provide a thirdparty bid to have it cleaned.
Carpeting
• Allowables for carpet removal vary by client.
• If allowed: Remove dirty, saturated, stained, and
ripped carpets that are not attached to the
property/fitted to the room with Broker approval.
• Otherwise: Bid to remove attached/installed carpet
that is saturated, stained or ripped if it is not salvageable
– If bid to remove carpeting is approved, remove the
tack strips and pad with the carpet.
• Always re-install HVAC floor registers.
Flooring
• Sweep and mop: tile, wood, vinyl,
linoleum, and cement
(basement/garage) floors.
• Clear of debris, hair, grass
clippings/leaves, dust, and dirt.
 Avoid leaving film/residue.
• Some areas may not look like the rest
of the floor however, they still need
to be cleaned.
• Pay special attention to areas where
appliances, fixtures and furniture
were placed for prolonged periods of
time
Show Your Work
Light Bulb Replacement
•Replace all missing light bulbs in
common interior and exterior areas.
•Replace if missing on initial services
and on marketability orders when
utilities are on if burned out.
•All sockets must contain a light bulb.
• To be included as part of your
Initial or Refresh maid service fee.
Light Bulb Replacement
Common Areas
Interior Areas
Exterior Areas
Basement
Entryway(s) to house
Bathrooms
Front porch
Bedrooms
Security lights
Dining rooms
Family/Living
rooms
Hallways
Kitchens
Stairways
Smoke Detectors
• Batteries must be replaced on smoke
detectors as needed.
• A crew should not leave a property if there
is a beeping/chirping smoke detector.
• Please ensure that batteries are carried by all
crews in case this needs to be done at a
location.
• If smoke detector missing or not functional
please read work order instructions
carefully on how to proceed.
• CO2 and hard wired units should be bid.
Marketability Monthly Service
•
What is included in a Marketability Monthly Service order?
 Wipe down of property, dusting, sweeping and vacuuming
 Address securing, if needed
 Address new debris
 Replace air fresheners monthly
 Check Light bulbs – Must be at least one working light bulb in each room.
 Leaf removal, as needed. Bag and remove leaves.
 Call from site if a Grass Cut is needed
 Check winterization
 Any emergency allowable issues
•
Why is it required?
 To maintain marketable condition
•
•
The marketability service is usually completed every 30 days, biweekly for some clients.
Follow the REO Marketability Checklist
 The marketability checklist must be filled out and turned in with each monthly
service completed.
Exterior Condition
• Affects curb appeal and marketability
 Clear all exterior light fixtures of nests, cobwebs,
and spider webs.
 Remove exterior debris like leaves and brush.
Confidentiality Notice
Exterior Piles
• Leave neatly stacked wood piles
only if Agent approves
Note this approval on your
update
• Remove compost/yard debris
piles
Exterior Debris
• Remove pool equipment if no pool is present (Contact the agent to
determine if these items should remain when the pool is on site)
• Empty commercially owned trash receptacles/recycle bins
 Placed upside down, inside outbuildings or garages
 DO NOT leave these items at the curb
• Leave useable building materials at the property if the agent has
approved
 Neatly stack these materials
Confidentiality Notice
Lawn Maintenance
• Must be completed and statused via
Initial Service Status Report within 24
hours of the due date on the work order.
• Cut lawn to property edge.
• If yard greater that 1 acre:
 Cut up to acre
 Bid to cut remaining grass
• Maintain a maximum height of 3 inches, or to
requirements of local code.
• Must provide before photo with a ruler in
the grass documenting the height in addition
to the required before, during, and after
photos of the grass cut.
• Remove all grass clippings from the lawn,
sidewalks, driveway and steps.
• Leave decorative items if in good condition:
 Agent approval is needed
• Remove all other items.
Landscaping
• Trim shrubs away from the house, walkways, and
entrances.
• Edge all paved surfaces.
• Trim around all trees, bushes, fences,
foundations, and flower beds.
• Trim weeds in driveways and sidewalks and spray
with weed killer.
• Trim weeds in flowerbeds, remove all debris and
spray with weed killer.
• Bid overgrown trees that need to be trimmed.
Commonly Missed Areas
• Commonly missed areas include porch/patio enclosures, garages,
basements, attics, crawlspaces, outbuildings, and utility areas. Debris
must be removed from these areas.
• Treat finished and unfinished basements as regular living areas.
• Remove cobwebs.
• Fireplaces: Clear wood-burning fireplaces and hearths of all debris,
ashes, and soot.
Confidentiality Notice
Bids
• If any items on site need to be bid, cost estimation value
needs to be used
– The contractor must also ensure that all necessary
dimensions, quantities, materials, etc. be noted and
submitted with the bid.
– Vendors should provide substantial comments with all
bids as well.
– Be prepared to provide 3rd party bids (ex: extermination,
plumber, electrician).
– A good reference site to bid appropriately
-Homewyse.com
Confidentiality Notice
Property Condition
• Use the emergency allowables provided on every order by the client to
address emergency situations
• Vendors need to report on the property condition on every order and take
complete property condition photos that include:
EXTERIOR CONDITION PHOTOS:
• Location Photo / Front of the House
• House Numbers
• Left side of the house
• Right side of the house
• Rear of the house
• Garage
• Outbuilding/s (if present)
• Fence line (if present)
• Roof
INTERIOR CONDITION PHOTOS:
• Entryway
• Hallway’s
• Kitchen
• Basement
• Attic
• Bathroom/s
• Bedroom’s
• Living room/Family room
• Dining room
• Closet/s
• All Top Floor Ceilings
Reporting Damages
Types of damages to look
for:
• Roof damage
• Water damage
• Mold damage
• Freeze damage
• Storm damage
• Structural Damage
• Environmental Damage
• Missing Items
• Mortgagor Neglect
When reporting on damages the
following details must be
provided:
• Location
• Area Size
• Possible cause
• Detailed description
• Provide an eyeball estimate
• Provide a bid to cure the damage
and cause of the damage (if
possible)
Roof Inspection
•
Identify the type of roof at the property:
 Asphalt, Flat or Rolled roofing, Metal, Clay, Slate, and Cedar Shaker
•
Visual Inspection of Exterior:
 Check all flashing, valleys, and gutters for debris.
 Common items to note are:
― Worn shingles
― Missing shingles
― Damage causing the roof to leak
 If a tarp is present on the roof an inspection should follow the below guidelines:
• Remove the tarp to advise if the roof still has an active leak.
• Document findings
• Refasten the tarp
• Report this on your update
Visual Inspection of the Interior:
 Inspect all ceilings in the property
 Inspect all attic/crawl spaces to identify if any of the below indicators are present:
― Dark stains indicating water logged wood
― Puddles of water on the floor
― Damp insulation
― Visible daylight
― White mold concentrated on roof sheathing
Checklist Implementation
•
Print and Laminate all Checklists
 Enables the vendor to fill out checklist with dry erase marker, take photo of checklist, and upload
through Photo Direct to the work order.
 More efficient and saves resources.
•
Quality Control Checklist
 http://www.safeguardproperties.com/pub/QualityControlChecklist.pdf
― Use for ensuring all areas needing attention at the property are addressed.
― Provides a better understanding to find ways to utilize allowables or to submit bids.
― Not required to submit with updates.
•
REO Billing/Updating Checklist
 http://www.safeguardproperties.com/pub/REO_Updating_Billing_CKlst.pdf
― Ensures appropriate photo documentation of work completed at property.
― Not required to submit with updates.
•
Winterization Checklist
 http://www.safeguardproperties.com/vendors/pub/Wint_Cklst.pdf
― Walkthrough of proper completion of dry, steam, and radiant winterizations.
― For additional photo requirements: https://www2.safeguardproperties.com/vendors/pub/Photo.pdf
― Required to be submitted on update when winterizations are completed.
Checklist Implementation
•
Initial Maid Service Checklist
 http://www.safeguardproperties.com/vendors/pub/MS_Checklist.doc
― Walkthrough of entire Initial Maid Service tasks.
― Required to be submitted on update when initial maid services are completed.
•
Monthly Marketability Checklist
 http://www.safeguardproperties.com/pub/REO_Marketability_Checklist.pdf
― Use on monthly refresh sales clean orders.
― Required to be submitted on update when monthly marketability services are
completed.
Client Specific Checklists
•
FNMA Safety Hazard Checklist
 http://www.safeguardproperties.com/vendors/pub/Safety_Hazard_Checklist.pdf
― All items on the Safety Hazard Checklist need to be addressed and compliant at the property.
― Any hazard issues on checklist need to be address immediately without bidding. Please follow
SHCL pricing on REO Pricing Model.
― Required to be submitted on all FNMA work order updates.
•
BANA Occupancy Checklist
 http://www.safeguardproperties.com/pub/pdf/BANA/BANA_Occ_Cklist.pdf
― To be completed on all BANA initial service work orders only.
― Required to be filled out prior to starting initial services.
― Required to be submitted on all BANA initial service work order updates .
•
NSTAR(SolutionStar) Health and Safety Checklist
 www.safeguardproperties.com/pub/HS_CheckList_8_2014.xlsx
― All items on the Health and Safety Checklist need to be addressed and compliant at the property.
― Any hazard issues on checklist need to be address within the $1,500.00 Health and Safety allowable.
You may follow SHCL pricing from REO Pricing Model.
― If the allowable is insufficient to complete all items, then no work should be completed from the
checklist and a bid to correct all items must be supplied.
― Required to be submitted on all NSTAR work order updates.
Quality Control Requirements
• Contractors are required to provide their own documented Quality Control
results on properties.
 Refer to Memo 1267 – REO QC Requirements.
• Vendors must have a dedicated person to perform Quality Control
inspections on work that is completed.
• Quality control should be completed after work has been completed at the
property, but while the crew is still at the property.
 Provides opportunity to give instant feedback and coaching.
 Gives chance to avoid potential deficiencies.
• Work with Field Quality Control
 Field QC Representatives will provide contractors with feedback from
their property inspections.
• Anticipate Broker Expectations
 Broker Sign Off Sheets are received from Brokers commenting on
quality.
Quality Control Orders
•
•
•
•
•
REOFU orders are opened when deficiencies are found.
BSOFU orders are opened when brokers report deficiencies.
FQCIFU is opened when FQC Reps find deficiencies.
MAIDFU is opened when deficiencies are found on maid services orders.
SQAFU is opened when internal reviewers find deficiencies.
• How do vendors avoid getting these orders?
– Check the completed tasks and photos before you leave the property to
make sure that the pictures are clear.
– Review all checklists to ensure that you have clearly noted every item/area
that requires additional information in the notes
– Encourage your crews to look before they leave!
– QC your forms, pictures and the property while you are there the first time.
It could save you a trip……
Follow up orders must be corrected and turned in within 48 hours or a $50 billing
penalty will be assessed.
Photo Direct Requirements
• Photo Direct is required as of 07/15/2014
• 100% Compliance is needed to remain in REO Vendor Network.
• Best Practices using Photo Direct





Provide adequate before, during (action), and after images of each task completed.
Stand still when taking your photos.
Avoid taking photos in the dark
Take before/during/after images from the same angles.
Take photos showing all four corners of a room to document an accurate description of
your report.
 Provide property condition photos of each room, from attic to basement
 Provide exterior photos of all four sides of property and any outbuildings
 Take photo of Securing Sticker on front door.
REO Pricing Model
All REO tasks follow the REO Pricing Model
• Discounts are applied to these tasks
• Located on the vendor web, on the “Home” tab, under
“Pricing”.
Summary
• Read work order instructions carefully.
• Complete an Initial Service Status Report each time a task
is completed at the property.
 Direct driver of scorecard scoring
 Impacts Safeguard’s and vendor’s scorecard.
 100% compliance needed.
• Communicate effectively and efficiently.
• 100% Photo Direct Compliance is required.
 Accurate and adequate photo documentation.
 Ensure before, during, and after photos are taken of each task
completed.
• Ensure crews are utilizing checklists in field.
• Close work orders via Vendor Web on time.
• Possess detailed QC procedures every time.
Appendix I
Orange Winterization Sticker
Securing Sticker
Yellow/Green Utilities Sticker (Breaker box sticker)
Ordering Supplies/Stickers
Follow the below instructions to order:



Winterization stickers(orange wint/yellow-green utilities sticker)
Securing Stickers (white sticker that reads “Attention” at the top)
Good Neighbor Door Hangers
1.Click on SPI Supplies from Vendor Web log in page or click the following link
https://supplies.safeguardproperties.com/
2.Log in using your REO Vendor code and Vendor Web password.
3.Fill out contractor information (name, address, phone, and email).
4.Enter shipping information.
5.Select products.
6.Confirm order.