From Monday 28 February if you request a property revaluation as part of a product transfer (PT) application you need to make the customers aware they may receive a text message from our surveying partner e.surv as part of the valuation process.
If e.surv do not have adequate information to complete a remote valuation – from their usual desktop tools / resources – they will use a new service called Remote Valuation Assist to ask the customer for further detail on their property.
The customer will receive a text message with a link from e.surv, asking them to confirm a few basic details of their property – number of bedrooms, bathrooms etc. and then to take photos of their property – front, rear, bedrooms, kitchen, bathroom and submit these to e.surv.
If e.surv already have adequate information available to complete a remote valuation they will not contact the customer and e.surv will decide when they use the new service depending on property type etc.
e.surv will look to use the information and photos provided by the customer using Remote Valuation Assist to complete a remote valuation. If they are still unable to complete a remote valuation they will arrange an internal inspection of the property at no cost to the customer.
If the customer does not provide the information / photos requested within 48 hours, or chooses not to provide these, an external appraisal will be arranged. The customer cannot request a particular type of valuation and the revaluation is for lender purposes only.
Wherever possible a correct mobile number for the customer should be provided on the screen when requesting a PT revaluation.
This process will allow e.surv to complete more PT revaluations by remote valuation thereby increasing the speed of the revaluation process for customers.
Instructions and support on how to use the link will be provided to the customer on the text message received from e.surv together with confirmation of how the data will be used.
Please see guide to Remote Valuation Assist with some common FAQs.
