Revised REO Guide Book (12.5.11)

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SCVMS, LLC South Central Valley Mortgage Services

8690 South Maryland Parkway, Suite 200

Las Vegas, NV 89123

Guide Book

For

Real Estate Owned

Services

(REO Services)

* The proceeding information is to provide each vendor with a better understanding of the general standards & guidelines for each service assigned. While this tool is meant to assist you, it is not all inclusive. It is still the Vendor’s responsibility to stay informed of changes and updates to guidelines on an ongoing basis.

December 2011

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Table of Contents

Category

Due Dates & Update Procedures The Importance of Photos

Posted Violations REO Initial Service Guidelines

Securing Personal Property

Trash Out Vehicles Debris

Winterization Guidelines Partial Winterization

Winterization Season Schedule Health Hazards

Initial Yard Service/Yard Recuts Initial Sales Clean

Pool Care DIL Securing

Monthly Services: Cycles 1 & 2 Cash for Keys (C4K)

REO Evictions Over Allowable Bids

Snow Removal How to Invoice

Vendor Requirements Supply List Resources

Policy Compliance Agreement Copy of Scope of Repairs Bid Sheet

Copy of REO Initial Services Bid Sheet Copy of BAC Supplier/Securing Checklist

Photo Checklists/Sequence Requirements General Photo Examples Eviction Photo Example

Page Number

3 4-5 5 6-9 6 7 7 7 7 7 8 8 8 9 9 9 10 10 11 11 12-13 13 13-14 15 15 15 16 17 18 19 20-28 29-41 42-46

December 2011

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DUE DATES & UPDATE PROCEDURES

This business is deadline driven. ALL Photos, Updates, Securing Checklists and Bids MUST be received by 4 PM PST on the due date. Every work order clearly states the due date in the upper left hand corner in RED.

If all updates, photos, securing checklist & invoices are NOT received on time, you will be subject to NO PAY even CHARGE BACKS.

The following guidelines MUST be followed to insure payment:

EXTENSIONS: Upon receipt of work orders, you need to review the due date IMMEDIATELY. If you will NOT be able to submit photos, updates & bids on time you MUST SEND AN EMAIL IMMEDIATELY to the REO, PPO or Recurring Services Lead respectively requesting an extension. Also, you MUST state in the email the reason WHY you need the extension and WHEN you can have the work completed. Extension requests should be rare and ONLY made in extreme situations i.e. severe weather, medical emergency etc.

REASSIGNMENTS: If you receive a work order outside of your agreed coverage area you MUST send an EMAIL to [email protected] (NO ‘S’ at end of the word: order). However, you may be asked to complete the order for an Out of Area trip fee. NOTE: Reassignment requests are for out of area orders only. If the volume of orders received is too much, contact our Vendor Service Lead – Adrienne Roberts at [email protected] or our Vendor Service Manager – Fernando Magaña at [email protected] to make special arrangements.

DUE DATES: All Updates, Photos & Bids MUST be received by 4 PM PST on the Due Date. Invoices & dump receipts MUST be submitted within 24 hours of due date for timely payments.

COVERAGE AREA: Prior to receiving your first order, you will be assigned a specific area to cover which has been mutually agreed upon. If at some point you choose to reduce your coverage area or stop covering an assigned area, you MUST give a written notice 2 weeks in advance. If you fail to give a 2 week notice, you could be subject to a $250.00 inconvenience fee which will be charged back against your open invoices.

INTRODUCTORY TRAINING PERIOD: When you start working with SCVMS, LLC you will be working closely with our specialize team who will help to train and groom you according to our policies and procedures. During this training period, which usually lasts 4 weeks, we will determine if you qualify as a permanent vendor.

PROBATION PERIOD: If you are habitually late submitting updates/photos etc. the team lead will place you on probation. This means your work load will be reduced and they will monitor closely each and every work order you complete for timeliness & accuracy. Our team leads are the ones who decide when you will be released from probation.

SCORE CARDS: All vendors are graded each month in the following categories: timeliness, compliance, com-

munication, photos and workmanship. These scores are used to evaluate each vendor performance. The top

score is 50 and any vendor scoring below 45 for 3 months in a row will require to write an action plan on how

they would improve their score and submit this action plan to our Vendor Service Lead (Adrienne Roberts) and

our Vendor Manager (Fernando Magaña). December 2011

mailto:[email protected]



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IMPORTANCE OF PHOTOS

***Photos MUST be submitted with Update/Completion Report***

***** ALL PHOTOS MUST BE SENT IN ORDER *****

You are acting as the eyes of the client; therefore you MUST fully document each property you visit via pho-tos. Our interdependence is essential to provide an adequate number of good quality photos to the client, who will see that work IS in fact completed and as a result process our invoice for payment quicker. Keep in mind that photos are REQUIRED for both Completed Work as well as any pending Work needing completion (bids). This is especially important when it comes to Initial Services, Evictions, etc. Even if you’re there to com-plete a grass cut order & can’t cut the grass, we still need photos – Exterior, Front View, Address & Street Sign.

YOU MUST SUPPLY PHOTOS FOR EACH AND EVERY TIME YOU GO TO A PROPERTY AND MUST ALWAYS IN-CLUDE THE FOLLOWING SHOTS:

1. CLOSE UP OF NUMERIC ADDRESS* (MUST BE AFFIXED ON HOUSE – IF NOT, PLACE A BID TO AFFIX) 2. FULL FRONT VIEW OF PROPERTY 3. STREET SIGN (LEGIBLE) 4. BEFORE, DURING, AFTER PHOTOS PER INDIVIDUAL ITEM OR AREA (DO NOT LUMP PHOTOS INTO GROUPS) 5. PHOTOS OF ANY/ALL DAMAGES AT PROPERTY (WIND, WATER, FIRE, ABUSE, NEGLECT, MOLD, ETC.) 6. PHOTOS OF ALL ITEMS YOU’RE BIDDING FOR

7. ***DO NOT DATE/TIME STAMP PHOTOS***

* NOTE: Address Number (or a bid to affix one) MUST be submitted, otherwise invoice will result in NO PAY

PAY ATTENTION TO DETAIL

Angles/Distance: ALL photos MUST be taken at the SAME angle. DO NOT take a before photo from the left side and then take an after photo from the right side. It needs to be left before, left after etc. It also helps, to have a point of reference in the photos i.e. the house, a tree, the mail box, or fence post for exterior. Interior references might be a window, door frame or outlet etc. this makes it much easier to confirm which before & after goes together. Distance is also vital since ALL photos MUST disclose at least, 80% of the area.

Grass Cut Photos: ALL photos MUST expose 80% of the area & include the HOUSE as a POINT OF REFERENCE. Being this the case, taking ENTIRE VIEWS of property IS strongly recommended to support a grass cut. This applies to ALL orders like recurring, Initial Services, C4K’s and evictions, even in desert landscaping conditions. If the grass at a property is within the allowable but only 1 side or part of the yard (i.e. the front) needs to be cut, yet the back and/or side yards have no or limited growth, go ahead and take photos to support the grass cut in front yard as well as photos to justify the no or limited growth in the other areas. NOTE: Your update MUST state: “Grass cut completed in front yard ONLY, all other sides are no/limited growth”. If property has no or limited growth on ALL SIDES, report no/limited growth, and submit supporting photos. REMINDER: Fail-ure to update properly and supply adequate photos WILL result in a partial or complete reduction of your in-voice. On Initial Service, if you report no or limited growth, photos MUST support or the client will deduct yard service from the flat rate.

Lock Photos: In order to show proof of a lock change, you MUST take photos in THIS SEQUENCE: old lock, no lock, new lock. The photos of the new lock MUST show the KEY TURNED on the newly installed lock. Without all 3 photos of all lock changes, the client will cut our invoice, resulting in a reduction on your invoice.

NOTE: Lock photos MUST be taken from the EXTERIOR and be taken straight forward, no angles.

Action Photos: While we do request action photos to be taken to show proof of work completed, you must also show clear photos of before & after WITHOUT ANYBODY in them. An action photo with someone per-forming any kind of work will NOT be accepted as a before or after. December 2011

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Boarding: When boarding windows or openings, photos MUST show before & after from Exterior & Interior.

Debris Removal: Debris photos MUST be in the SAME angle and in Before & After sequence.

NOTE: Debris loaded on the truck is NOT acceptable.

SUGGESTION: On large amounts of Debris, take different angles of Debris PRIOR to loading on to truck/trailer (North, South, East & West in Before & After order).

Evictions & Winterizations: These services require very specific photos. Please follow the photo guidelines included in this guide book under Evictions on page 11 and Winterizations on pages 7-8.

Trip Charges: If you CAN NOT complete work at a property, an ADDRESS NUMBER photo MUST be provided.

EXCEPTIONS: If NO Address Number, submit a bid OR you encounter one of the following circumstances:

BAD ADDRESS – Street sign, city name (i.e. US Post Office, Fire Dept etc) or highway sign.

HOME OWNER’S ASSOCIATION (HOA) – Grass being maintained.

DEBRIS – Specific item(s) preventing the work.

***** NOTE: Failure to submit ANY photo(s) will result in NO PAY *****

REO Initial Services & Monthly Services: Photos MUST include the following…

Before & After Photos of every room in the house, including the hallway, and closets.

Action Photos must show either a cleaning agent being sprayed onto the surface to be cleaned or the surface covered in the cleaning agent (see photo examples).

All appliances being cleaned INTERIOR and EXTERIOR (stove, microwave, refrigerator, dish washer).

All floors being swept, mopped and/or vacuumed.

All counter tops, sinks, scrubbing/cleaning of toilets, showers & tubs being cleaned. NOTE: photos MUST show open lids to toilets and entire shower & tub being cleaned i.e. walls and floor, not just the faucets, otherwise your invoice will be cut.

General dusting of Interior, including all ceiling fans being wiped free of dust. (Review action photo re-quirements)

Clear and clean cabinets and drawers of all trash, debris, dirt, etc.

LEGIBLE PHOTO OF THE BAC SECURING STICKER IN THE FRONT WINDOW OR DOOR.

Violations:

***ALWAYS REPORT ANY AND ALL POSTED VIOLATIONS***

Take a legible photo of posted violations. Also, note on your update/completion report the following information:

Date Violation issued

Name & Number of group, company or individual that posted violation

What the violation is for

If any fines, penalties or liens have been placed

Date of when violation must be cured to avoid fines, penalties or liens

ALWAYS KEEP IN MIND THAT PHOTOS MUST SUPPORT THE WORK THAT IS BEING INVOICED. IF THE PHOTOS YOU HAVE SUBMITTED TO US, CAN'T PROVE THAT WORK WAS COMPLETED, BE ADVISED THAT THE CLIENT WILL NOT TAKE OUR WORD FOR IT. THEY MUST HAVE PROOF.

Please look at the photo examples beginning on page 20 and consult the detailed photo checklists requirements found on pages 33-41. Dec 2011

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REO INITIAL SERVICE GUIDELINES

To invoice the flat rate fee, EVERYTHING included in the allowable MUST be completed [except for grass cut if it’s too short to cut]. However, you MUST include photos to support limited growth and state this in your up-date. (See page 9 for more information on grass cuts)

INITIAL SERVICES INCLUDED IN THE FLAT RATE ARE: Change up to 6 Locks, Lock Box, Boarding of 2 windows, Dry Winterization (per guidelines & season), Lawn Service up to 100x150 up to 3’ tall, Janitorial Sales Clean up to 5 hours, Debris removal up to 25 cubic yards and Health Hazards removal up to 30 gallons. (NOTE: if debris is over 25 cyds but less than 40 cyds, contact us IMMEDIATELY for further instruction & possible approval)

**California, Colorado & Massachusetts require the installation of Carbon Monoxide detectors**

If you arrive at a property and everything is within the allowable except for maybe 1 or 2 things, you need to determine if bidding the job out makes more sense than completing it for the flat rate. If bidding each item is less than or even equal to the flat rate, then complete all remaining services for the allowable (but if personals are present - follow guidelines on page 7). On the other hand, if bidding every item goes over the flat rate, then secure the property & winterize according to season & state, then place a bid for all remaining services.

SECURING 1. Contact the agent as soon as the order is received to make a securing appointment. At the same time,

confirm what key code the agent recommends. The most common Key codes are: 11635 22435 33535

44635 55535 66435 54335 43235 32135 21235. NOTE: Key codes will be listed on the work order. 2. IMMEDIATELY notify your REO Lead of appointment date & time. 3. Meet agent at property at the appointed time. 4. Upon arrival to the property take a photo of the FRONT VIEW of the PRE-secured property and email it

from the property to BACFSC at [email protected]. 5. Complete the BAC Supplier Checklist [aka: securing checklist] (see copy of checklist on page 19) and call

the Securing Authorization Call Center at 888-406-8940. The call center representative will locate and analysis the photo you emailed and will review the checklist with you. Afterwards, you will either be given an authorization code to proceed with lock work OR a denial code resulting in a trip charge.

a. NOTE: Original securing checklist which was completed and sign by the agent in the field MUST be submitted with your update whether access is authorized or denied. Failure to submit checklist with your update, will make the order late, which can expose you to non-payment.

6. If authorization is granted, check entire house for Personal Property BEFORE changing any locks.

a. If NO PERSONALS found, proceed to change up to 6 locks (remember photo sequence: old lock, no lock, new lock). If additional locks are needed to be changed in order to fully secure the property, call your REO Lead IMMEDIATELY from the property to get authorization to change the additional locks.

b. If PERSONALS PRESENT, continue with ‘Personal Property Guidelines’ on page 7.

7. Install a 4 digit numeric lock box (code should be listed on work order, IF NOT the default code is 4535) 8. Take photo of keys in open lock box & take photo of closed lock box hanging on the door, set to code.

***Remember to turn the digits on the lock box before you leave*** 9. Place Legible Securing Sticker (Winterization Notice, if applicable) on to Front Window. 10. If necessary, board up to 2 windows/openings 11. Secure outbuildings/garages (by installing A389 padlocks). 12. If property is a mobile home you must provide with your securing update the following information:

a. VIN #, Serial #, Manufacturer, Model, Year, Length & Width. 13. Pool Gates: Install padlocks coded to A389 14. Perform Grasscut (if grass is O/A, place a bid and submit supporting photos).

***POOL GATES MUST ALWAYS BE SECURED DUE TO LIABILITY*** December 2011


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***************************************************************************** PERSONAL PROPERTY

***DO NOT REMOVE ANY PERSONAL PROPERTY DURING INITIAL SERVICES OR RECCURRING SERVICES***

If there is debris that can be considered Personal Property, regardless of its value, DO NOT REMOVE IT. Be aware that if you do remove Personal Property, you will be financially liable for its value. Therefore, be careful when removing any item that can contain personal property (i.e. cardboard boxes), rather review its content before disposing of it.

FOR CA, NV AND NM: Proceed to change up to 6 LOCKS & winterize according to season & state.

FOR CO, TX AND FL: Secure ONLY 1 DOOR on the side or back entrance & install a lock box on BACK of house (specify where it was placed in your update/completion report). Winterize according to season & state.

When Personals are present, they MUST be reported AT THE SAME TIME as the securing update.

***** ALL PHOTOS MUST ALSO BE SUBMITTED AT THE SAME TIME AS THE UPDATE *****

The real estate agent will then post an “Abandonment of Personal Property Notice”. Trash out can proceed ONLY after the Expiration Date of Abandonment Notice and an approved Trashout Work Order is received or an Eviction is ordered.

***************************************************************************** PERSONAL PROPERTY TRASH OUT: Basically substitutes an Initial Service Order -2 as described above. After 30 days of reporting Personals at a property, our client (bank) can proceed to remove any personal property since its now con-sidered debris. In the event, ‘debris’ amount is over the allowable (O/A), follow the instructions on page 6 paragraph 2.

ABANDONED VEHICLES: This falls under Personals Property. Once, Trashout order is received, bid to remove vehicle.

DEBRIS REMOVAL: Remove up to 25 cubic yards debris from interior (includes garage, shed & all outbuildings) as well

as exterior. However, if total debris amount is over 25 cyds but less than 40 cyds, contact us IMMEDIATELY for further instruction & possible approval.

WINTERIZATION

Winterizations are required on the following types of REO work orders in accord with season and state guidelines:

Initial Services, Evictions, Personal Property Trash Outs, Monthly Services & Winterization.

Winterization Steps: NOTE – these steps REQUIRE photo documentation

1. Clean Toilets (with lids open). If toilets are clogged, meaning antifreeze will not penetrate objects in toilet, complete winterization to best of ability and place bid to unclog & clean toilets. Complete winterization follow-

ing guidelines under Partial Winterization. ** Suggestion ** If water is turned off and toilets need to be cleaned, use the water drained from the water heater to clean out toilets.

2. Turn off water to property at the water main or street and zip tie in off position. 3. Open faucets and blow all water supply lines with air compressor. 4. Close faucets and perform a pressure test. (Take photos of air tank hooked up to water lines AND a close up

of Pressure gauge showing 40 lbs of pressure, unless severe weather prevents reaching such amount)

5. Attach hose to water heater. NOTE: DO NOT drain water onto garage or any interior floor. If water heater is empty upon arrival, complete remainder of winterization and include the next state-

ment in your update: “Water Heater empty upon arrival”.

6. Run hose outside to drain water heater (Take photo of water coming out of the hose) 7. Pour PINK Anti-freeze (RV/Marine) into all drains – i.e. sinks, showers, bathtubs, dishwashers, laundry water

pipes and toilets, etc. (Before, Action photos of anti-freeze being poured into each drain with After photos)

8. Place small Winterization stickers with dates at every location where anti-freeze was used, including the Wa-

ter Heater. (NOTE: Dates on stickers MUST BE the same date as the Securing Checklist/Update; or NO PAY).

9. Fill out a BAC Securing Sticker, including Yes/No Wint section and place it on the INTERIOR of the Front Win-

dow/Door, (if placed on the EXTERIOR, weatherproof/laminate it) next to large Winterization Sign (CAUTION).

**** REMINDER: Photos MUST include Address, Street Sign & Front View of Property ****

December 2011

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PARTIAL WINTERIZATION

Partial Winterizations will ONLY be paid if winterization was done to the best of your ability. Therefore, you MUST state in your update “property winterized to best of our ability”, followed by the reason WHY you could not complete a

full winterization, then BID to repair the situation. Even if you only completed a partial winterization, you will invoice for

a FULL winterization. NOTE: any approved bids related with a winterization, will be invoiced for that bid amount ONLY,

we CAN NOT re-invoice for a winterization since this service (although partial), was previously completed.

****** ATTENTION ****** If property is a shared water system (apartments, shared well, etc)…… DO NOT partially winterize

INSTEAD the following steps MUST be done:

1. Make sure HVAC (heating) system is up and operational; plus, program thermostat at 55 degrees.

2. Report previous step (# 1) along with your update and supply a photo of thermostat set at 55 degrees.

If the power is NOT on at the property, you MUST include electric company’s name, address, and phone number.

You MUST try to discover if there is an open balance on the account & submit this information with your update.

WINTERIZATION SEASONS

*** VA homes are to be winterized YEAR ROUND regardless of season ***

California: ONLY properties above 2,000 feet above sea level. October 1st – March 31st

Nevada: ***Pahrump and Reno area only *** September 15th- March 31st

Florida: ***Jacksonville Florida only*** October 1st – March 31st

Colorado, Texas, New Mexico: Entire state. October 1st – March 31st

HEALTH HAZARDS

Health hazards MUST be removed as part of initial services (unless a large number of hazards are present i.e. 80 gal paint, 40 tires, etc.). If the amount of hazards found at the property is over the Initial Services flat rate allowable (O/A), then secure & winterize according to season guidelines and refer to page 6 paragraph 4 to determine if you should sub-mit a bid or complete for the flat rate. When reporting hazards, please group all like items together and take 1 photo of each group, if it is within reason. For example, gather all household cleaning supplies and place them in one location such as a counter top and take a photo. Also, place all other items, like Interior hazards together and spread out, in one corner of the garage and take photo. By taking these kinds of photos, it makes it much easier to justify the quantity being bid or removed. While bidding hazards, report:

Type = Paint, oil, tires, chemicals, gas, etc.

Quantity = DO NOT report/bid hazards in cubic yards. ALL liquid hazards MUST be reported in GALLONS.

Now, if pints or quarts are present, “ADD” them together so we can report them as gallons.

***** NOTE: 8 PINTS = 1 GALLON, 4 QUARTS = 1 GALLON *****

Category = All hazards are to be bid separately from debris.

Examples of various hazards previously found, include but are not limited to: Tires with or without rims, car batteries, paint, bleach, misc. household chemicals, insecticides, yard chemicals, broken glass, mold, feces, raw trash, automotive chemicals such as new or used oil, brake fluid, etc.

December 2011

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INITIAL YARD SERVICES

An Initial grass cut MUST be completed on REO Initial Service Visit 1, even if personal property is present or the volume

of debris makes the property O/A. [NOTE: The allowable grasscut height for any Recurring Grasscut order is 1 ft tall].

** ONLY EXCEPTION **

If GRASS is either limited growth or over the allowable (O/A). If O/A applies, due to grass height or Lot Size, place a bid for both Initial cut and recut.

EXAMPLE: If the grass at the Front yard is within the allowable but the Back yard is Over the Allowable (O/A), DO NOT CUT THE GRASS, rather SUBMIT A BID FOR THE WHOLE LOT.

REMEMBER: ALL photos MUST reveal 80% of the area & include the HOUSE as a POINT OF REFERENCE; in this

case, taking ENTIRE VIEWS of property IS strongly recommended. Failure to update properly and/or supply proper photo documentation, will result in a reduction to your invoice.

The following services are included in the allowable for an Initial cut and subsequent cut (re‐cut):

Mowing the lawn Weeding/Edging includes Sidewalks, Fence lines, etc. Sweeping of all paved areas (sidewalks, driveways, patios, etc.) Removal of all lawn clippings, related cuttings and incidental debris (newspaper, flyers, bottles, etc.) which

includes, but is not limited to, Tree Limbs off Roof, Shrub/Bush/Hedge trimmings.

NOTE: The disposal of all clippings and incidental debris should be in compliance with jurisdictional requirements.

EXCEPTION: If Overgrown Tree Limbs and/or Shrubs are found, DO NOT TRIM, instead place a bid (refer to pg. 12)

For vacant properties, if the yard is not accessible to perform a grass cut, all locks on yard gates should be removed (cut

off) in order to gain access and complete work. Furthermore, the yard gate MUST be re‐secured ONLY if a pool is in the

yard (no bid is required). NOTE: if a bid is submitted to gain access and/or replace a lock in order to perform a grass cut and the bid results in delaying the grasscut, the vendor will be held responsible if the grass cut exceeds the allowable.

**** If property is maintained by HOA or realtor or there is NO grass, report & submit photos to justify ****

REMINDER: ALWAYS include LOT SIZE in your update, whether the grass is cut or not. If grass is over 36” tall & will push the initial services over the allowable, please refer to page 6 paragraphs 4 to determine if you should submit a bid or complete for the flat rate. Additional information regarding bidding on grass cuts can be found on page 12.

INITIAL SALES CLEAN

Flat rate includes up to 5 hours of cleaning and is composed of the following steps:

1) Cleaning cabinets and drawers of all trash, debris, dirt etc. 2) Counters wiped clean

3) Appliances cleaned both INTERIOR & EXTERIOR (Oven/Stove, Microwave, Refrigerator, and Dishwasher) 4) Removal of all cobwebs 5) Ceiling fans wiped of dust 6) General dusting of interior including all window sills

7) Bathrooms cleaned including toilets (including SCRUBBING INSIDE BOWL), sinks, showers & tubs (photos MUST

show ENTIRE shower & tub cleaning [i.e. the walls and floor], NOT just the faucets or the invoice will be adjusted) 8) Floors swept, mopped &/or vacuumed

NOTE: If an Initial Janitorial Services takes longer than 5 hours, please refer to page 6 paragraph 4 to determine if you should submit a bid or complete for the flat rate.

POOL/SPA

If a pool or spa is present and found to have stagnant water that has become a health hazard, bid to drain, clean & refill.

December 2011

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DIL SECURING

Instructions vary for each DIL (Deed in Lieu) Securing work order. These orders have very specific instructions listed on them. Upon receiving a DIL work order, review these instructions carefully and immediately contact your coordinator if

you have any questions. However, one consistency with All DIL orders is KEY CODE # 52534 for ALL lock changes.

* Since you are changing locks to gain access, you MUST follow securing steps 4 & 5 found on page 6 *

REO MONTHLY SERVICE REQUIREMENTS

If you arrive at a property to perform monthly services and you find there is NOT a lock box or lock code doesn’t work

and you are unable to gain access using one of the usual key codes, you MUST call our office to receive further instruc-

tion, however in order to avoid any violations, the Grass Cut MUST be completed, even if the Initial Services have not been done.

ONLY EXCEPTION: Grass is either limited growth or over the allowable (O/A).

NOTE: The allowable grass height is 1 ft tall and lot size is 15,000 square feet.

REMINDER: If Grass is O/A, a BID to cut MUST be submitted [i.e. if the Front yard is within the allowable but the Back

yard is Over the Allowable (O/A), DO NOT CUT THE GRASS, rather SUBMIT A BID FOR THE WHOLE LOT]

If you arrive and gain access via a lock box but find debris at the property and feel that it needs an initial sales clean you

are REQUIRED to contact us by phone FROM PROPERTY, this way we can check the history and advise on how you

should proceed. If we find that the previous vendor reported that services were completed, you WILL be required to complete the cleaning.

Take enough photos to support why you feel the house was NOT cleaned properly on this Monthly Service Order. In this

case, you MUST inform us by sending an EMAIL along with PHOTOS to our vendor services for further review. If after analyzing the photos, we confirm that you have a valid claim, you will be paid for the initial sales clean while the previ-ous vendor will suffer charge backs.

REO MONTHLY SERVICE ORDERS ARE ASSIGNED AS FOLLOWS:

1st CYCLE: First cycles usually are received about the 8th of every month and it includes: JANITORIAL SERVICE, GRASS CUT AND WINTERIZATION (ACCORDING TO SEASON AND STATE). If winterization was previously done, you

MUST open each Toilet lid to verify if winterization is still intact; if so, proceed to take photos and report “winterization intact” in your update. But, if winterization has been compromised, report and bid to re-winterize along with photos.

JANITORIAL SERVICES MUST INCLUDE:

1) Verify that cabinets and drawers are free of all trash, debris, dirt etc. 2) Counters wiped clean

3) Appliances cleaned both INTERIOR & EXTERIOR (Oven/Stove, Microwave, Refrigerator, and Dishwasher) 4) Removal of all cobwebs 5) Ceiling fans wiped of dust 6) General dusting of interior including all window sills

7) Bathrooms cleaned including toilets (including SCRUBBING INSIDE BOWL), sinks, showers & tubs (photos MUST

show ENTIRE shower & tub cleaning [i.e. the walls and floor], NOT just the faucets or the invoice will be adjusted) 8) Floors swept, mopped &/or vacuumed

NOTE: Regardless of cycle Grass Recuts MUST be completed

REMINDER: Grass cut guidelines apply the same for both 1st and 2nd cycles.

****** DO NOT GO INSIDE THE HOME ON THE SECOND CYCLE ******

December 2011

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REO CASH FOR KEYS (C4K) What is Cash for Keys?

Cash for keys is basically an arrangement between the bank and any current occupant of an REO home to receive cash in exchange for surrendering the keys & vacating the property. Generally Banks stipulate that the home be left in good condition and clean. Such agreements typically set forth a specific date that the home will be vacant, including a promise from the occupants that they will:

• NOT VANDALIZE the property upon leaving the property.

• NOT STRIP the property of light fixtures, appliances, copper etc.

• NOT leave PETS behind.

• REMOVE ALL DEBRIS, leaving property free of debris.

• Leave PROPERTY IN BROOM SWEPT CONDITION.

THE FOLLOWING STEPS MUST BE CARRIED OUT FOR ALL CASH FOR KEYS:

• ALWAYS contact the agent PRIOR to visiting the property. You MUST be present during the exchange, so

that the securing takes place IMMEDIATELY afterwards.

• Contact your REO Lead to advise if appointment was carried out or to give status of appointment. • If a significant amount of time has lapsed and you are unable to reach the agent or the cash for keys has been

postponed for any reason, call your REO Lead prior to closing out work order. • If it is passed the due date and the agent contacts you advise that the cash for keys has already taken place &

the property is ready for rekey, you MUST first call your REO Lead to verify if order was cancelled or not.

*****ONCE CASH FOR KEYS HAS BEEN COMPLETED, YOU MUST PERFORM AN REO INITIAL SERVICE*****

Although you follow the REO Initial Service Guidelines found on pages 6-9, be advised that Steps 1-5 DO NOT apply

to Cash for Keys orders, EXCEPT the following:

Complete a BAC Supplier Checklist [aka: Securing Checklist] (see copy of checklist on page 19).

BAC Supplier Checklist MUST be signed by the agent in the field and be submitted along with your update.

**** DO NOT REMOVE PERSONALS ****

[Refer to page 7 for directions in the event personals are present]

REO EVICTIONS

Per work order instructions, ALWAYS contact the agent and officer/constable PRIOR to the schedule eviction. Confirm with the law enforcement agent that the number of men specified on the work order will be sufficient. Note that the number of men listed on the work order is the least amount of crew members that should be present; this means that if

the officer requires more men, bring more but NO LESS THAN the number listed on the work order.

Prior to performing the schedule Eviction, you MUST go to the property and remove Lock Box, Securing/Winterization

Stickers or anything that indicates we’ve been at this property before; otherwise the Officer WILL cancel the Eviction.

Follow the officers’ instructions closely regarding what to move out of the house to the curb. Regardless if the amount

of Debris is within the allowable or not, you MUST return to the property to remove ALL Post Eviction Debris.

While at the eviction, secure property following Initial Service Guidelines; if applicable, board up to 2 windows & winter-ize. Using the Eviction Invoicing Guidelines on page 14, determine if the remaining Initial Services can be completed for the flat rate including the “man hour fees” for extra debris removal or if a Bid should be placed for remaining services.

**** Remember: ALWAYS supply bids for pool services, removing sheds, etc ****

NOTE: Cancellations are ONLY done by officer, agent or client. Even if property is determined to be previously vacant,

we MUST still carry out the eviction as scheduled. December 2011

12

REO OVER ALLOWABLE BIDS

BID PRICES

While we did supply a price list, be aware that this list doesn’t always contain a line for every possible item. Therefore, anytime you need to bid for a special item, it is your responsibility to provide us with a Bid description along with a price. In order to compete with others in this field, we need your help to constantly evaluate our bid prices. Approval of bids depends on providing reasonable, unnecessarily increased prices. We ask that you be realistic when submitting your bids and note that if we feel that it’s excessive, we may adjust your bid prior to sending it to the client. If this happens, you will be notified either verbally or in writing. At times we may push your high bid through and after being approved, the client may feel that the received photos do not justify work completed. In that case, the bank can adjust your invoice.

DEBRIS REMOVAL [PER PRICE LIST] Submit bid in CUBIC YARDS (HINT: Washing machine is approximately the same size as 1 cubic yard).

*** REMINDER: Photos MUST justify bid amount *** GRASS CUTS If grass height is over 1 ft tall or lot size is greater than 15,000 square feet, submit a bid to cut; regardless if one yard

is within the allowable and the other is O/A, DO NOT CUT GRASS, rather PLACE A BID FOR THE WHOLE LOT.

EXCEPTION: Initial Service allowable is 3 ft [refer to page 6 paragraph 2 under REO Initial Service Guidelines].

NOTE: Since the client shops around for bid amounts to approve them, we need to stay competitive and be accurate when reporting lot sizes and grass height. At times, the client regularly cuts payment on a O/A bid approval down to just

the allowable, because either the update/photos DID NOT justify (prove) the height or lot size quoted on the bid.

TREE LIMBS/SHRUBS

If Overgrown Tree Limbs and/or Shrubs are in need of trimming, your bid MUST contain quantity, location, size in that order i.e. Trim 2 Shrubs in Side Yard (5’x5’x5’)

HEALTH HAZARD REMOVAL

**** ALL HAZARDS MUST BE REPORTED SEPARATELY FROM DEBRIS ****

A lawn mower with gasoline in it is considered a hazard. If the lawn mower does NOT have gas in it, it is considered personal property/debris. For more examples of hazards, refer to page 8 under Health Hazards.

PAINT & Other Liquid Chemicals [PER PRICE LIST] Liquid hazards MUST be reported in GALLONS; if pints or quarts of paint/hazards are present, proceed to “ADD”

them together and report in gallon increments.

***** NOTE: 8 PINTS = 1 GALLON, 4 QUARTS = 1 GALLON *****

TIRES [PER PRICE LIST] Tires MUST be reported separate from debris or other hazards and be listed under one of these categories:

Car Tires

Car Tires with rims

Large Truck, Diesel/Tractor Tires

Large Truck, Diesel/Tractor Tires with rim

CAR BATTERIES [PER PRICE LIST] Car batteries MUST be separate from all other debris or hazards.

APPLIANCES Appliances are NOT to be removed from property unless a bid approval order states it. This includes washers, dryers, stove/ovens, refrigerators, dishwashers, etc.

NOTE: ONLY appliances in poor condition, heavily damaged or soiled are to be bid on for removal. When bidding to

remove any kitchen appliance, you MUST include a bid to replace the appliance. EXAMPLE: Bid to remove filthy mag-got filled refrigerator and replace with new refrigerator of like kind and value $___.00. December 2011

13

3rd PARTY BIDDING When bidding for a particular service where another party (company) needs to give an estimate to complete that work,

you MUST provide an official written estimate (Letterhead included) from that 3rd party.

NOTE: When receiving an REO Bid Approval that requires a 3rd Party to complete, you MUST submit an official Receipt (Letterhead included) from that 3rd party along with update/photos, etc.

REO SNOW REMOVAL You MUST visit property within 24 hours of significant snowfall ONLY if you have an order to complete other services at

the property. However, during Monthly Service cycles (1 and 2), DO NOT remove snow, instead submit a bid.

Snow MUST be removed from driveways, sidewalks and porches up to 1 ft in height for the allowable price. If more than 1 ft deep, submit a bid and supply adequate photos.

** EXCEPTIONS **

If you CAN NOT access the property due to severe weather, heavy snow, mountain terrain, road closure etc… advise us of these conditions right away and provide photo documentation i.e. Hwy, Street or Town Sign.

INITIAL SERVICE BIDS & MONTHLY SERVICE BIDS

Page 17 is a Master Copy of the REO Initial Services Bid Sheet which can be duplicated.

SCOPE OF REPAIRS BIDS

Page 18 is a Master Copy of the REO Scope of Repairs Bid Sheet which can be duplicated.

** HELPFUL HINT **

If your field crews keep a supply of these sheets with them at all times, they can fill one out in the event a property is Over Allowable (O/A) or needs repairs. This will help you to bid more accurately.

HOW TO INVOICE VARIOUS REO WORK ORDERS

INITIAL SERVICES (MUST CHOOSE EITHER OPTION A or B)

a. If personals are present or property is over the allowable (O/A), you MUST ITEMIZE your invoice as follows: Lock changes (normally up to 6 locks), installation of Lock Box, Boarding up to 2 window openings, Grass cut

and/or dry winterize (if applicable or within season). Submit ALL photos, bids & invoice under the -1 work

order. Next, Zero bill (void) or cancel the -2 work order. DO NOT submit bids on the -2 as this creates a back log of work.

b. If property is free of personal & is within the allowable, you MUST submit ALL photos (Securing, Boarding,

Winterization & Grasscut) along with your bids, invoice (FLAT FEE) using the -2 work order. DO NOT bill under the -1 work order, rather Zero bill (void) or cancel it...

PERSONAL PROPERTY TRASH OUT

Since this order substitutes an Initial Service Order -2, invoice the full FLAT FEE amount, and our Accounting Dept. will

research and pay you the difference when processing the work order. [NOTE: If the ‘debris’ amount is found to be over

the allowable (O/A), refer to the instructions found on page 6 paragraph 2 under REO Initial Service Guidelines.]

REO CASH 4 KEYS

Invoice for Initial Service FLAT FEE.

MONTHLY SERVICES

First Cycle: Invoice for a Janitorial Refresh, Grass Re-Cut and Winterization (when applicable).

Second Cycle: Grass cut ONLY.

BID APPROVALS

*** INVOICE EACH ITEM COMPLETED PER BID APPROVAL INSTRUCTIONS & PRICES SUBMITTED ON BID *** December 2011

14

EXAMPLE: Bid approval is to remove 10 cubic yards debris. Upon arriving at property, you only find 5 cubic yards de-

bris. You MUST remove and invoice ONLY the 5 cubic yards removed from property, NOT the approved 10 yards.

REMINDER: Photos MUST justify each item on bid approval work order. Receiving bid approval DOES NOT alleviate

vendors from the burden of proof – photo documentation of work performed. Also, you MUST adjust your invoice ac-cording to the work completed.

EVICTIONS

If the eviction process takes place, you can bill up to 4 Man hours for each crew member present. On the other hand, if

the eviction is cancelled, you would ONLY bill 1 Man Hour for each person present. In either case, you MUST provide a

crew photo of ALL people present IN FRONT OF THE HOUSE to bill in man hours. The amount of crew members pre-

sent MUST be reasonable for the size of the property being evicted; unless the order requests a specific number.

MAN HOUR EXAMPLE

IF EVICTION WAS PERFORMED: 1. (6) Crew Members x (2) Hours = (12) Man Hours 2. (12) Man Hours x ($10) price per hour = ($120) Total amount billed for the Man Hours

IF EVICTION WAS CANCELLED: 1. (6) Crew Members x (1) Hours = (6) Man Hours 2. (6) Man Hours x ($10) price per hour = ($60) Total amount billed for the Man Hours

POST EVICTION DEBRIS: The amount of Post Eviction Debris DEPENDS on the Officer conducting the Eviction. Regard-

less of what the Officer deems Personal Property, this amount is to be MOVED TO THE CURB and left there for an

allotted time (in most cases, between 24-72 hrs). After the allotted time has expired, you MUST return to the property

and REMOVE the Post Eviction Debris. This service MUST be billed in MAN HOURS.

REMINDER: In addition to the man hours, you’re allowed to bill the Initial Service Flat Fee which includes: Securing, Boarding up to 2 window openings, Dry Winterization (Per Winterization Guidelines), Lawn Service up to 100x150x3’, Janitorial Sales Clean up to 5 Hours, Debris Removal up to 25 cubic yards and Health Hazards removal up to 30 gallons.

If present Debris EXCEEDS the allowable 25 cubic yards, you MUST bill this amount on a SEPARATE line in Man Hours (See example below) from the Initial Service Flat Fee & Eviction Man Hours.

EXCESSIVE DEBRIS EXAMPLE

1. TOTAL cubic yards debris is 41

2. MINUS (-) allowable cubic yards included in Flat Fee (- 25)

3. EQUALS (=) excess of cubic yards (= 16)

4. DIVIDE (÷) by 4 [approved amount per person is 4 cyds for every man hour] (÷ 4)

5. GRAND TOTAL of additional Man Hours is 4

NOTE: The ADDITIONAL man hours CAN NOT be greater than the original man hours billed to carry out the eviction.

Using the 6 Men from Man Hour Example above, the maximum amount of ADDITIONAL man hours you could bill is 12.

Now, 12 man hours x 4 cyds (base amount per man hour) = Total of 48 cubic yards of debris that COULD BE RE-MOVED from the property BESIDES the 25 cyds of Debris included in the Initial Services Flat Fee. Keep in mind that the

amount of ADDITIONAL DEBRIS WILL VARY at each eviction DEPENDING on the number of crew members present.

Also, if the TOTAL amount of ADDITIONAL DEBRIS that needs to be REMOVED surpasses the amount of available

Man Hours; ONLY perform lock work, boarding of up to 2 windows & winterization (if applicable). DO NOT perform

ANY of the remaining initial services. Instead, CONTACT your REO Lead from site for further instructions. December 2011

15

VENDOR REQUIREMENTS

In order to begin receiving work you MUST submit the following information &

be in compliance with all of SCVMS, LLC Policies & Procedures:

Field-Comm. Subscriber ID # or request In Field Express

Certificate of Insurance

Business License # or Contractor License #

Signed SCVMS, LLC Confidentiality Agreement

Signed SCVMS, LLC Policy Compliance Agreement (refer to page 16)

SUPPLY LIST FOR VENDORS

SECURING: Deadbolts, knob locks and padlocks (NOTE: ONLY use key codes listed on work order). Lock Boxes MUST be a 4 digit numeric lock box (See page 19 for lock box style photos).

REMINDER: The following is a list of REO key codes that you MUST keep on STOCK at ALL TIMES: 11635 22435 33535 44635 55535 66435 54335 43235 32135 21235 AND DIL LOCKS with securing code 52534.

SALES CLEAN: Trash bags, broom, mop, dust pan, rags, paper towels, scouring pads, toilet brush, various cleaning supplies for all purpose cleaning, glass, toilets etc. Vacuum & if power is off, use a generator.

INITIAL YARD SERVICE/GRASS RE-CUTS: Lawnmower, trimmer, edger, rakes, etc. Leaf blowers are helpful, but not necessary.

WINTERIZATIONS: RV/Marine Antifreeze (usually pink liquid), water hose, air tank (compressor) with pressure gauge along with cleaning supplies to clean toilets prior to performing winterization.

DEBRIS REMOVAL: Trash bags, truck & trailer(s) for removing large quantities of debris.

CELL PHONE: This indispensable piece of equipment is very important; since we need to be able to reach you throughout the day and you need to contact us for any additional information or support. Also, considering that BAC Field Services Securing Authorization Center requires that you send them photos at [email protected], it would be wise to invest in a Smart Phone.

TOOLS: Generator, ladder(s), drills, general tools.

PHOTOS: Digital camera and additional back up media (memory cards/sticks etc).

OFFICE SUPPLIES: In addition to basic office supplies you will need a computer, printer and internet service. Software on your computer MUST include Adobe, Microsoft Word and Excel. Also, all vendors are REQUIERED to have Field-Comm. from East Point or to use In-Field Express.

RESOURCES

BAC Field Services Securing Authorization Center number contact is (888) 406-8940.

SACC Weekday Hours of Operation: Monday – Friday @ 5 a.m. - 5 p.m. (Pacific Time)

Weekend Hours: Saturday 5:30 am - 2 p.m.; Sunday 5:30 a.m. - 10:30 a.m. (Pacific Time)

***** Closed Sunday’s from May 15th thru Sept 4th of 2011 *****

East Point can be reached at www.eastpointsystems.com or by calling 860-761-0001 Dec 2011


http://www.eastpointsystems.com/

16

SCVMS, LLC Policy Compliance Agreement

I have completely read and understand all of SCVMS, LLC policies and will comply with them from this day forward. I understand that not following any and all of

these policies may result in the adjustment or no pay of the invoice that is directly related to the policy violation.

My signature below indicates that I have

received, printed and read the “GUIDE BOOK FOR REAL ESTATE OWNED (REO) SERVICES”

& I’m also in agreement with the information that I received and

that I will follow these guidelines to the best of my ability.

COMPANY NAME: ____________________________________________________

NAME: _____________________________________________________________

DATE: ______________________________________________________________

SIGNATURE: _________________________________________________________

South Central Valley Mortgage Services

8690 South Maryland Parkway, Suite 200 Las Vegas, NV 89123

PH: 559-784-2987 FAX: 559-782-8121 December 2011

SCVMS, LLC REO Scope of Repairs Bid Sheet

SCVMS, LLC Initial Services Bid Sheet

BAC Field Services Corporation

Supplier Authorization Checklist - Secure Services, including Lock Changes, P4C and REO Initial Services

[Supplier Securing Authorization Checklist English Revised 10/11/2011]

Before performing a lock change, complete all sections of this checklist and call the Securing Authorization Center at (888) 406-8940 for review of the checklist with a representative and provision of authorization # for lock change. If a lock change is performed and upon entry the home is occupied or there is personal property call BAC Field Services Resolution Center at (866) 515-9759. Exceptions: The following scenarios DO NOT require authorization from the Securing Authorization Center:

Evictions

Cash for Keys/Relocation Assistance, if the homeowner IS PRESENT at the time of secure

DIL, if the homeowner (or designated third party) IS PRESENT at the time of secure

Gate lock changes (limiting access to the outside of the property only)

Supplier Information

Supplier Name / Supplier Contact (please print): Phone:

Person and company requesting authorization: Name (please print):

Address of Property being secured:

BACFSC Work Order #: Date requesting authorization:

REO Only **Supplier must contact the agent within 24 hours of the order receipt date to schedule an appointment**

Real Estate Agent or Designated Representative Name: Phone:

Did the agent make the scheduled appointment? Yes No

Real Estate Agent or Designated Representative Signature: ____ID Verified: Yes No

**A copy of a completed checklist (Approved or Denied) must be submitted within 24 hours of contacting the SACC for all initial secure services, P4C services and REO initial services. Failure to comply could result in non-payment for this work order. **

Initial Secure Questions

1. Have you taken a picture of the street sign? Yes No

2. Does the street sign match the street name on the work order? Yes No

3. Have you taken a front picture of the house? Yes No

4. Have you taken a picture of the house number? Yes No

5. Does the house number match the house number on the work order? Yes No

Directional Questions **If there is no match, there may be an address issue requiring a call to the Securing Authorization Ce nter. **

1. What is the directional component (e.g., North, South, East, and West) in the address on the work order?

North Northeast East Southeast South Southwest West Northwest N/A

2. What is the directional component of the street sign?

North Northeast East Southeast South Southwest West Northwest N/A

Exterior Features Questions

1. Is property a single family (SF) or multi-unit (MU) dwelling? SF MU 2. If multi-unit dwelling, are you on the correct side? Yes No

3. If condo, are you at the correct building? Yes No 4. If condo, are you at the correct unit? Yes No

5. If condo, does the door show a unit #? Yes No 6. Have you taken a picture of the building# or unit#? Yes N/A

7. Are you able to see inside the home? Yes No If yes, are there any personals inside the home? Yes No Unverifiable

8. Are you able to see inside the garage? Yes No If yes, are there any personals inside the garage? Yes No Unverifiable

9. Verify the status on the following utilities: Gas On Off Unverifiable Electric On Off Unverifiable Water On Off Unverifiable

Signs of Vacancy Questions

Is there a vacancy sticker posted on the property? (applies to Initial Secure orders Only) Yes No

1. Is there a realtor sign and/or lock box on the door? Yes No 2. Are there open unlocked windows or doors? Yes No

3. Is there damage to the property? Yes No 4. Is there excessive exterior debris in the yard? Yes No

5. Are there cars in the driveway? Yes No 6. Any activity/noise coming from inside the home? Yes No

7. Is there a pool/spa present?

– Is it being maintained?

– Direction given to secure pool area?

– Is it secure in accordance with investor, state and local requirements?

Yes No

Yes No N/A – No pool/spa present



BACFSC Representative Contacted: Authorization# Denial #

Upon authorized entry, were there any issues such as personals? Yes No

If yes, was the Resolution Center contacted? Yes No Name of the Resolution Center Contact: ___________________________

20

Evictions

Officer photo/Officer car

Eviction crew photo

If any:

o Post eviction debris photo (before of driveway/after of driveway)

Locks

o Before, during and after photos of lock changes

Lockbox

o Before and after photo of lockbox being installed

Securing Sticker

o Photo of the Securing Sticker posted on the front window

Winterization (during winterization season/All VA Loans)

o Before and after of the water valve being shut off (Zip tied)

o Pressure test being performed

o Photo of the compressor gauge

o Photo of a hose attached to water heater

o Photo of water coming out of the water heater to show water heater being drained

o Before, during and after photos of antifreeze being poured down all drains

o Winterization labels on all drains

o Winterization label on front window

Grass cut

o Before, during and after photos of the front, sides and back being cut

Trash out

o Before, during and after photos of all debris

Janitorial

o Before, during and after photos of all interior of property being cleaned

Photos of any damages/bids

Front view of property photo

Numeric Address photo

Street Sign photo

December 2011

21

Initial Service -1

Locks


Lockbox


Securing Sticker







o Photo of water coming out of the water heater to show water heater being

drained




Grass cut (If within the allowable)





Street Sign photo

If the property has personal property or it’s over allowable, there will be no need for the

-2 to take place

If the property is within the allowable, then submit all photos on the -2

December 2011

22

Initial Service -2 (if within the allowable)

Trash out


Janitorial





Street Sign photo

Reminder to include the photos from Initial Service -1 onto this Order

December 2011

23

Initial Service

Locks


Lockbox


Securing Sticker








drained




Grass cut


Trash out


Janitorial





Street Sign photo

December 2011

24

Cash for Keys

Locks


Lockbox


Securing Sticker








drained




Grass cut


Trash out

o Before, during and after photos of all debris (If any)

Janitorial





Street Sign photo

December 2011

25

Personal Property Trash outs

Locks

o Before, during and after photos of lock changes (If first time there/if already done on

visit one… Do Not Proceed)

Lockbox

o Before and after photo of lockbox being installed (If first time there/if already done on

visit one… Do Not Proceed)

Securing Sticker

o Photo of the Securing Sticker posted on the front window. (If first time there/if already

done on visit one… Do Not Proceed)






o Photo of water coming out of the water heater to show water heater being drained




Grass cut


Trash out


Janitorial





Street Sign photo

December 2011

26

Repair Approvals

Photos in before, during and after format, following work order instructions



Street Sign photo

December 2011

27

Estimates

Photos must justify all damages/bids listed



Street Sign photo

December 2011

28

DIL Securing

Always put photos in order according to work order instructions…

(since every DIL Securing order is different)

Securing Sticker

o Photo of the Securing Sticker posted on the front window.



Street Sign photo

December 2011

PHOTO GALLERY The following photos are meant to be a guide. These examples represent the bare minimum of what you as our

vendor are expected to provide for services completed.

Address/House Number Front View of House Street Sign Securing Sticker

Old Lock No Lock New Locks (key in & turned)

Old Lock No Lock New Lock (key in & turned)

Keys Placed in Lock Box Lock Box Coded to Correct Code Lock Box Placed Securely on Door

EVICTIONS Photos of the Eviction crew & Law enforcement officers or their car MUST be included with ALL

*** NOTE: Crew photo evictions.

MUST

be taken in Front of the House WITH visible Address number ***

Crew with house # in view Photo of Officer Car Officer

JANITORIAL/SALES CLEAN

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After

Before During After Before/Clean Mop Water

After/Dirty Mop Water

Before During After

GRASS CUTS

Before During After

Before During After

Before During After

Before During After

EXTERIOR DEBRIS

Before After Before After

INTERIOR DEBRIS


CAR REMOVAL Before Rear View After Rear View Before Front View After Rear View

INTERIOR HEALTH HAZARDS



EXTERIOR HEALTH HAZARDS



WINTERIZATION

Before of Shut of Valve After of Shut of Valve, Off & Zip Tied Perform Pressure Test

Close up of Pressure Gauge (20 lbs plus) Attach Hose to Hot Water Tank Draining Hot Water Tank Outside

POUR RV/MARINE ANITFREEZE INTO ALL

TRAPS AND POST WINTERIZATION STICKERS AFTER DISPENSING PINK FLUID. HOWEVER, PLACE THE CAUTION SIGN ON TO WATER HEATER AND IN THE FRONT WINDOW OR DOOR.

Before During/Action After




Toilet Before Winterization During/Action of Bowl During/Action of Tank Toilet After Winterization


Winterize Laundry Waste Water Pipes and Post Winterization Sticker Winterize Dishwasher/Post Sticker

Post Caution Sign on Water Heater Post Caution Sign in Front Window or on Front Door

BOARDING WINDOW/OPENING

Before: Interior After: Interior Before: Exterior After: Exterior

REGLAZING WINDOW

Before: Broken Glass Door After: Glass Replaced Before: Broken Window After: Glass Replaced

INSTALLING SECURITY DOOR

No Door (Exterior angle) Security Door w/Hasp & Pd Lk No Door (Interior angle) Security Door w/Hinges

POOL BOARDING

Before During During

During After After

POOL SERVICE

Before Preparing to Pump Out Water Water Pumping from Pool

Water Draining into Gutter Pool Nearly Empty Pool Completely Drained

Cleaning Pool Chemicals to be Placed in Pool Chemicals Being Poured Into Pool

Chemicals Being Poured Into Pool Pool Refilled Pool Clean, Filled & Chemically Treated

SPECIALTY BID ITEMS

These photos are examples of some of the things you may need to bid on. There are many other things that you may find while performing services at these properties. You will need to use good judgment in deciding what is O/A or not.

Before Toilet Full of Feces During Toilet being cleaned After Cleaned Toilet

Before: Large Pile Brick After: Bricks Removed Before: BBQ/Propane After: BBQ/Propane Removed

Before: Concrete Chunks After: Concrete Removed Before: Washer & Dryer After: W & D Removed

NOTE: Any damages, debris or hazards that you DO NOT report will be your responsibility to remove/repair at NO COST to SCVMS

REMINDER: PHOTOS MUST SUPPORT THE WORK THAT IS BEING INVOICED. IF YOU CAN'T PROVE THE WORK WAS COMPLETED WITH THE PHOTOS YOU TAKE,

THE CLIENT WILL NOT TAKE OUR WORD FOR IT. THEY MUST HAVE PROOF.

NOTE: The next 5 pages are photo examples of what an Eviction work order MUST look like. Although, it is not all inclusive, it does cover the basics. This example follows the Eviction checklist found immediately afterwards. These checklists are meant to describe which photos are needed AND their specific sequence.

SUGGESTIONS

Field Crews: We encourage you to include these photo checklists with the orders, this way your crews can follow them when completing their work assignments.

Office: Before submitting any photos to us, please refer to these checklists to verify if the required photo sequence is being followed. Implementing this will help monitor quality control. If any photos are missing, sending someone back immediately would help avoid any delays/setbacks to your invoice.

EVICTION EXAMPLE

The following photos are ONLY examples of the various photos/angles that MUST be submitted with an Eviction order. ALL photos have been gathered from different orders; as a result, Address numbers or Front views DO NOT MATCH.

Crew with house # in view Officer or Officer’s Car Before Post Eviction Debris After Post Eviction Debris

Before (Old) Lock During (No) Lock After (New) Lock with key turned

Before (Empty) Lock Box During Lock Box with keys After Lock Box with code Securing Sticker

Before Padlock After Padlock Before Slider Door Lock After Slider Door Lock

Before Window Boarded After Window Boarded Before Window Boarded After Window Boarded (Exterior) (Exterior) (Interior) (Interior)

Before Water Valve After Water Valve (zip tied) Pressure Test (Compressor)

Close up of Pressure Gauge Before Water Heater After Water Heater (draining)

Before Toilet During Toilet Bowl During Toilet Tank After Winterization

During Sink After Sink with Wint Sticker Winterization Notice on Water Heater & Front Window

Before Front yard Grass cut During Front yard Grass cut After Front yard Grass cut

Before Back yard Grass cut During Back yard Grass cut After Back yard Grass cut

Before Interior Debris After Interior Debris Before Exterior Debris After Exterior Debris

Before Kitchen Sink Janitorial During Kitchen Sink Janitorial After Kitchen Sink Janitorial

Before Kitchen Counter Janitorial During Kitchen Counter Janitorial After Kitchen Counter Janitorial

Before Kitchen Floor Janitorial During Kitchen Floor Janitorial After Kitchen Floor Janitorial

Before Restroom Sink Janitorial During Restroom Sink Janitorial After Restroom Sink Janitorial

Before Restroom Toilet Janitorial During Restroom Toilet Janitorial After Restroom Toilet Janitorial

Before Bathtub Janitorial During Bathtub Janitorial After Bathtub Janitorial

Before Bathroom Floor Sweeping Bathroom Floor Mopping Bathroom Floor After Bathroom Floor

Before Dusting Light During Dusting Light After Dusted Light

Before Dusting Window Seal During Dusting Window Seal After Dusted Window Seal

Before Room Janitorial Sweeping Room Janitorial Mopping Room Janitorial After Room Janitorial

Before Vacuuming Bedroom During Vacuuming Bedroom After Vacuumed Bedroom

Before Garage Janitorial During Garage Janitorial After Garage Janitorial

Front View Address Number Street Sign

Documents

Revised REO Guide Book (12.5.11)