Initial Contact – How Our Surveyors Handle Your First Enquiry
We don’t know if you’ve noticed, but we live in the internet age. We recognise that this means that everyone wants the answer to their question now, and if not now then as soon as possible. So we’ve designed every part of our process to ensure timely and accurate service every single time. Most initial contact is made through our website. Someone might have found us through a Google search, or have stumbled on our explainer content elsewhere on the internet.
Research Stage – Matching the Right Survey to Your Property
Once we receive the query, the first thing we do is go snooping. We look at the property listing online, noting details so that we’re in the best position to talk about the appropriate surveys. Not all surveys are the same. For instance, we’re often asked to quote for a Level 2 survey on older properties that are in poor condition or have multiple extensions. But a Level 2 survey wouldn’t give us enough scope to provide a full report for the client, and we would recommend a Level 3 building survey. The opposite is also common – we’ll be asked for a Level 3 survey, but on review, a Level 2 is much more suitable. Our research keeps us well-informed, so we can clearly explain your options over the phone.
The Phone Call – Why Speaking Directly to a Surveyor Matters
Speaking of which. Ring Ring, we’re calling! We know that while a lot of our client’s concerns look similar, every one is an individual with unique needs, so picking up the phone is essential for us and you. This allows us to really understand what exactly you want to achieve in your survey. For example, you may request a Level 3 survey on a property you already own because you’re worried about a defect. A phone call would mean we could explain that this isn’t right for you, and explain what is.
This stage helps us understand how quickly you need the survey done, which may change the level of survey that’s right for you and your circumstances. During the call we’ll ask a lot of questions, but we’ll also invite you to ask us questions about the survey and the process behind it. This gives you the opportunity to discuss particular areas of concern with the property.
Of course, if a client calls us rather than messages us online, then we do both of the above steps in one go while we’re on the phone!
At Harrison Clarke we’ve made sure that anyone who answers the phone is knowledgeable about our home surveys. So, whether you speak to one of our admin team, a surveyor or a director, you know you’ll be getting the right information.
Moving Forward – Confirming Costs, Terms, and Booking Your Survey
Next, we’ll send over an email explaining the cost of the survey, our availability, and further information about the proposed service. We’ll also include links to any helpful videos/blogs, our terms of business, and a short form used to commission the survey. We’ll ask you to review the information and make sure you’re happy with it all. We’ll ask your current address (used for VAT invoice purposes), and confirm that you’re happy with our terms of business. To comply with RICS regulations, we always request written or email instructions before proceeding.
When we get those email instructions, you’ll get a thank you email from us just to confirm it’s all going ahead. Then we get to work! This starts by picking up the phone to the estate agent to arrange inspection at the earliest convenient time for the agent and the seller. If you need a quick turnaround, we can normally accommodate this by reallocating work internally, so just let us know. Once you’ve booked the survey, we’ll update you on all relevant timescales to keep you informed.
This is also when we send you our VAT invoice, which will come directly from our accounting software. Unlike many other firms, we don’t insist that our invoice is paid before we book the survey. We know that something’s things get in the way of making immediate payment, and we don’t want to slow down your purchase. However, we do require payment before we issue the report or discuss the findings with you. We find this approach works well for both parties.
The Survey – What Happens on Inspection Day
Time for the action! One of our surveyors will go to the site at the allocated times, with a note sheet containing any specific areas of concern to look out for. Typically, the surveyor will dictate extensive notes on site, and this will mostly be reflected in the wording you see on the final report. At the end of the survey, the dedicated notes are sent to our transcription specialist to be typed up.
Using these notes, our admin team will prepare your report. They will also add in details from government-run databases. This covers things like flood risk, or the property’s EPC. The surveyor then checks the report and edits it to make sure it’s easy to understand. They might also alter some parts now they’ve had a chance to reflect on the property. Once they’re happy, they’ll double check with accounts that the invoice is paid and send a PDF copy of your report to you. This will come with an invitation to discuss the report with the surveyor once you’ve had a chance to read and digest it.
Sometimes, this is where our journey ends. Our reports are incredibly detailed and easy to understand, which often means people feel comfortable going ahead from there. But sometimes you’ll have questions, which leads to…
Post-Survey Discussion – Getting Clarity on Your Report
Complex issues might have more than one solution, so having a discussion with your surveyor can be a huge help. If this is the case, your surveyor will arrange for a suitable time to call and run through any concerns or questions you might have. While clients have as much access to their surveyor as they need, many of these calls only last a few minutes. That’s all that’s needed to answer the one or two simple questions that come up. On the other hand, we can (and have) work alongside clients for months after the survey, making sure all of the issues are properly ironed out before purchase. Every client is different, but they are all allowed to come back to speak to the surveyor as much as they need, with no extra charge.
Summary – The Step-by-Step Home Survey Process
Normally we’re the ‘easy’ part of moving house. Just:
1. Discuss requirements
2. Appoint us by email
3. Get confirmation of inspection
4. Pay invoice
5. Receive report
6. Chat to surveyor
Easy peasy! Some clients even come back to us after they’ve moved in for help with managing building projects or overseeing party wall processes. If you have any questions, or you think that Harrison Clarke is the right choice for your home survey, just give our friendly team a call on 023 8155 0051, and we’ll be happy to help.
For more expert advice on surveying and property matters, check out our range of informative videos on our website or YouTube channel. Harrison Clarke Chartered Surveyors is here to guide you every step of the way!
At the time of writing, we have a total of 143 reviews across Trustpilot and Google. We are proud to say that the average rating is over 4.9/5.
