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Help & Advice

Surveyor Help

Surveyors and building professionals can find help and advice on using the Surveymyhouse service here.

 

Registration

What do I need to register with Surveymyhouse?

As part of the registration process, you will need to provide at least one reference, your professional indemnity insurance number and provider and, if applicable, your VAT number.

How long will the application form take to complete?

If you have all the required information to hand it will only take between 5-10 minutes.  To help you complete it faster, we recommend you have the following information to hand:

  • Name and contact details
  • Business address
  • How far in your geographical area you’re prepared to travel to find work
  • What skills areas you would like to receive jobs in
  • Your VAT number (if applicable)
  • Your Professional indemnity insurer and policy number/reference
  • A Logo file (can be uploaded)
  • Wording for your profile page, including an introduction, work history and professional memberships and qualifications. (Please do not include your contact details in this part, we are not a trade directory).
  • Client References (Up to two)

Once you’ve completed stage 1 and created your account, you can save your application form at any stage and return to complete it in your own time.  Don’t forget, you can’t submit quotes for any jobs and you won’t be listed in the Find Surveyors area where customers can find you, until you complete and submit your registration.

How long will it take to approve my application?

Once submitted for approval, you can expect to hear from us within 5 working days.

I’m halfway through the application process, is it possible to save it and finish it later?

Yes.  Once you have completed Stage 1 of the registration process which creates your Surveymyhouse account, you can save your application form on any subsequent page and return to complete it in your own time by simply logging into your new account.  Don’t forget, you can’t submit quotes for any jobs and you won’t be listed in the Find Surveyors area where customers can find you, until you complete and submit your registration.

Why was my application declined?

In certain circumstances, we may decline an application, if we don’t believe we’ll be able to find work for the surveyor.  This does not necessary reflect on you or your business personally and we would be happy to provide an explanation for the reasons behind the decision if you would like to request it through the Contact Us form.

Am I able to reapply, if my application was declined?

Yes, depending on the reasons behind declining the application, we sometimes invite surveyors to reapply and, if appropriate, will offer help and advice on submitting another application.

How can I cancel my application to join Surveymyhouse as a surveyor?

Please use the Contact Us form to send us your cancellation and we will immediately cancel your application and stop the process.

I need more information about joining Surveymyhouse, who can I ask?

Send us a message with your questions through the Contact Us form.  If you'd like to talk to us over the phone, include your number and the best time to call and we’ll contact you.



Fees

Does it cost anything to join?

No.  We don’t charge anything to be part of the community.  We charge a small success fee when you secure a job through the site, which is 5% + VAT of the job quote value, with a minimum fee of £5.00 + VAT and a maximum fee of £500.00 + VAT.  We are looking into providing a membership payment option and will keep you informed of any developments in this area.

What do you mean by success fee?

The success fee refers to the charge we make for each job secured by a surveyor through the site.  By only charging a fee for each job secured, we guarantee you a job each time you pay which, we believe, is fair and transparent.  If you use the newspaper to advertise your business or buy leads on a lead generation website, you cannot be assured you will get a job.  We will only charge you a fee if you are hired for the job. If you don’t do any of the work you have been invoiced for, we will refund your success fee. 

How is the success fee calculated?

We charge surveyors a success fee for work they secure through the site.  The fee is 5% + VAT of the job quote value.  The minimum fee is £5.00 + VAT and the maximum fee is capped at £500 + VAT. If the job does not go ahead and you have paid the success fee, please Contact Us and we will refund you in full once we have verified the job status with the customer.

When does the success fee invoice get issued?

We issue the success fee invoice when you press the ‘Agree Quote’ button, after the customer has accepted your quote.

Do you charge VAT on your success fee invoice?

Yes, we charge VAT on all our invoices.  If you are VAT registered don’t forget to include VAT on your quote.

 

Payment Terms and methods

When does your invoice become due and what are your payment terms?

Since we cannot track when the job is done, we cannot wait until you have been paid for the work. Our success fee invoice is due immediately and we ask that you pay it within 14 days from the date of issue.  If your account has an invoice which is more than 7 days overdue your account will be automatically restricted.  All invoices will be sent by email to the email address you have given to us. It is your responsibility to ensure that this email address is working correctly. Our rights relating to interest on late payments and right to recover shall not be affected. 

How do I pay my invoice?

You can pay your invoice in one of two ways:

  1. By Paypal, using either your Paypal account or your credit or debit card (you don't need a Paypal account to pay via this method).
  2. By direct bank transfer - you will find our bank account name, number and sort code on the invoice (please remember to include your invoice number in the transfer reference, otherwise payment will not be recognised)

To find your invoice, go to ‘My Account’, select the 'Agreed Jobs' tab and you will find the invoice in pdf format in the relevant job file.  Open the invoice and click on 'pay online now', you will then be taken to the Paypal site and given instructions how to pay.

What online payments system do you use?

We use Paypal Website Payments.  We can accept online payments from you even if you don’t have a Paypal account.  We accept all major credit/debit cards (Visa, MasterCard, American Express, and Discover), eChecks, bank transfers, and PayPal accounts.

Don’t I need a Paypal account to pay you?

No. You can pay with your credit/debit card (Visa, MasterCard, American Express, and Discover) - all without having a PayPal account.

I’ve been taken away from Surveymyhouse site to pay my invoice, isn’t this risky?

No. We take our online security very seriously and by using Paypal’s payments service you are using an international brand, which is recognised as one of the safest and securest methods of online payment. It’s also a very straightforward and easy process.

How do I make a payment?

It’s a simple 5 step process to make a payment:

  1. Click on the ‘Pay online now’ link in your invoice.
  2. You will get taken to the Paypal site where you can view a summary of your invoice and press ‘Check out’.
  3. You are taken to the payment pages on the Paypal site. To pay by credit card, fill out the easy payment form. If you prefer to pay using PayPal, you can log in to your PayPal account and pay in as few as three clicks. You will then see a summary of your payment to review key information.
  4. On the Paypal site you can then see a payment confirmation page, where you ‘Pay Now’ to complete your payment. You can print this confirmation page for your records. You’ll also receive a confirmation email.
  5. You return back to the Surveymyhouse site immediately after payment is confirmed, where you will see a ‘Thank you’ page and your invoice will be marked as paid.

What happens if my payment fails, is disputed or is later reclaimed by the bank?

If you have a question about a charge on your credit or debit card, write to us using the Contact Us page.  Should any payment method you use fail or is later reclaimed by the bank or card issuer you agree to pay any costs incurred by us plus a £10 + VAT administration fee.

The job never went ahead and I have paid the success fee, can I get a refund?

We will give a refund of the success fee usually only if the job has not actually been secured.  Refunds may occasionally be offered in other circumstances at the discretion of Surveymyhouse

A customer has refused to pay me, do I still have to pay the success fee?

Our success fee is based on helping to secure you work and is not related to the outcome of the job itself. We will only give refunds of the success fee if the job has not actually been secured.

 

Rating and Feedback

What is feedback?

Feedback is an assessment of a surveyors work given by a customer after a job has been done. Only genuine customers who have used the surveyor instructed through the Surveymyhouse website can leave feedback on them.  It’s an important tool for customers to build a surveyors reputation and make them accountable for the work they have done.

How does Feedback work?

Feedback provides the customer with a trail of your past performance which is valuable information upon which they can base their hiring decision. By holding you accountable for your work, it incentivises you to do a job to the best of their abilities.  It enables good work to be rewarded and poor work to be punished.  By constantly improving your performance, feedback will ultimately lead to a better customer experience.

I’ve only just registered, how do I get my first feedback?

We understand when you first register it may seem difficult to get a job without any feedback and that you can’t get any feedback without a job.  To help you get started and to give customers confidence in hiring you, we now ask you to provide up to 2 references (1 at the very least) from clients when registering.  Once we corroborate the reference with the client, it will be posted to your profile.

How do you calculate my feedback score?

Your feedback score is calculated by adding together all your positive ratings given by customers and expressing it as a percentage of all of your feedback. Client references do not count towards your feedback score.

If I receive negative feedback, what can I do about it?

You may receive negative feedback from customers after completing a job.  If you feel it’s unjustified, you can reply to negative feedback and give your side of the story.  Your response will be posted onto your profile page.  Unfortunately we cannot get involved with disputes but suggest in the first instance you try to resolve it amicably.

Why has my feedback been removed from my profile?

Very occasionally we will remove feedback from the site. We take our feedback system very seriously and make sure it is up to a high standard and is genuine, impartial, honest, objective, and unbiased.  All feedback comments undergo rigorous technical and manual checks and, if we can’t be confident in it’s authenticity, we will remove it.  We will send you an email to inform you if this happens and outline the options available to you.

When’s the best time to ask customers for feedback and what if it’s been a while since the job was completed and they still haven’t left me any?

We recommend asking customers for feedback immediately when the work is completed, whilst it is still fresh in their mind.  It pays to ask for it as soon as possible after the job is done because, as time goes by, customers tend to forget their experience of the job and not feel the urge to leave such good feedback.  Whilst we will send them regular email reminders after the job is completed, you can also chase customers using the 'Feedback Request' button in your account. 

 

Quoting on jobs

How do you decide which surveyors can quote on a job?

Every time a job is posted by a customer a pool of surveyors will be notified of the job. The Surveymyhouse system allocates jobs to each surveyor based on your working geographical area and skills you have chosen. 

Customers can also find surveyors using the Find Surveyors and invite individual surveyors to quote, regardless on whether they fit the geographical area or skills that the job is in.

Why do I need to agree to do the work after the customer has accepted the quote?

The customer has accepted your quote and wants you to do their job and by pressing 'agree quote' you are agreeing with the customer to do the job for the amount quoted.  We recommend you agree to do the job as soon as possible, otherwise the customer may accept another quote and you could miss out.

Why can a customer accept more than one quote?

Sometimes the customer may receive equally good quotes for their job and can’t separate them, or wants the job done quickly and so, by being able to accept more than one quote, lets them get on with instructing a surveyor.  We recommend you agree to do the job as soon as possible, otherwise the customer may accept another quote and you could miss out.

I submitted a quote on a job that has now ended, how do I find out if I’m successful?

We will notify you via email as soon as your quote gets accepted by the customer.  If the customer accepts another surveyor’s quote and you are unsuccessful we will also notify you immediately.

How do I find jobs to quote on?

It’s easy, click on Find Jobs and search by Job type and Postcode.  You can choose to sort your results by either the latest submitted or the closest to your postcode.  Once you find a job you’re interested in click on ‘View full job specification’ to get more details about the job and to quote on it press the ‘Send a quote’ button and enter your quote.

I want to contact the customer to discuss the job, is this possible?

Yes, of course.  Once you have expressed an interest in a job, you can message the customer through our system to request more information about the job or arrange a site visit.  We don’t give out the customer’s contact details, it’s up to the customer to give you their contact details which they can do through the messaging system.

How can I check the status of a job?

It’s easy, click on ‘My account’ and click on one of the Jobs tabs in your file.  If the job is still available the ‘Quote Agreed’ will not be selected.  If your quote has been accepted by the customer, you will receive an email notifying you about this.  In your account, if you go to the job page, you’ll also see a pop up box asking if you would like to ‘Agree Quote’.

How does a customer request a quote specifically from me?

Customers have the option to specifically request a quote from you.  They can do this by searching for the surveyor under Find Surveyors.  Once the customer finds you they can press the ‘Request a quote’ button and an email will be sent to you notifying they have requested a quote.

Do I need to add VAT to my quotes?

All quotes should be inclusive of VAT if you are VAT registered.

Can customers see my contact details anywhere?

No, we don’t put your contact details on your profile.  If you would like to give your contact details to a customer, you can send them via the messaging system when you are expressing an interest in the job.

 

Profile Pages

What information should I include on my profile?

Your profile page is the usually the main and, sometimes only, way in which customers decide on your suitability for their job.  It’s basically a place to advertise your business and make you stand out from the crowd.  It will help you attract customers and win work, so it’s really important you get it right. 

  • First off, you can create a great looking profile by writing an engaging introduction, which gets to the heart of your business and communicates directly with your target audience.

  • Use your Logo or pictures on your profile, it’ll help people remember you.

  • Make sure you select skills which best describe the exact type of work you do, because customers tend to prefer hiring surveyors who are specialists in their field.

  • Lastly, good communication is essential, it’ll help increase your response rate and build customer's trust in you.  Read it through a few times and don’t forget to spell check it at the end, before you submit it.

Why can’t I include my contact details on publicly viewable parts of the site?

It may seem like a good idea to give customers your contact details and let them get straight in touch with you but, by being a trade directory, we wouldn’t be providing a different service to what’s already widely available.  Surveymyhouse is an online market place where, we like to think, we do things slightly differently and, hope you want to too.  Unfortunately, if we find any contact details on your profile we’ll have to remove them.  We hope you agree with this and ask for you to Contact Us should you notice anyone displaying their contact details.

We’ve got offices in various locations around the country, can we have more than one profile page and account?

Generally, we only let you have one account for your business but, if you feel you require more than 1 profile and account and would like to discuss your personal circumstances in greater detail, please use the Contact Us form.  

Can I edit my account after it’s been submitted?

Yes. You can change your skills, geographical working area and profile by clicking on the ‘Edit Account Details’ link in your account.

Is it possible to change my working area?

Yes, you can choose to change this at any time.  Log into your account and click on the ‘Edit Account Details’ link and select a different working area from the drop down (it’ll show you exactly where this is on the map).

 

General

How can I talk to you over the phone?

We have a comprehensive help section on the site and support Surveyors  primarily via email.  Whilst presently we don't offer a full telephone support service, you can send us a message using the Contact Us form and we will endeavour to contact you at your preferred time, or otherwise as soon as possible.

How can I change my password? 

Simply Log-in to your account and click on ‘Change Password’.  We will automatically send you an email to confirm after it has been changed.

I’m not receiving any of your emails, what shall I do?

First check the email address you registered with is correct.  If this is ok, it may be that your email account provider is putting them into your spam or junk mail folder.  You should be able to mark them as not spam in your email account provider and add us to your list of safe senders.

Can I send you suggestions for improving the website?

Yes please! Send us a message with your suggestions through the Contact Us form.  If you'd like to talk to us over the phone, include your number and the best time to call and we’ll contact you. We are always very pleased to receive feedback, positive or negative, and we welcome suggestions on how to make our service better. We are constantly updating our website and your input is a critical part of helping shape our online community.

I have liked using Surveymyhouse. Do you accept testimonials?

Yes, absolutely!  We’re exceedingly happy that you’ve enjoyed using our service and your testimonials will be gratefully received.  Send us a message with your testimonial through the Contact Us form, or if you'd like to talk to us about your experience over the phone, include your number and the best time to call and we’ll contact you.  Please let us know if you’re happy for us to put your name or company on the website alongside the testimonial.

I have received abusive messages through the site, what can I do about it?

Whilst we try our best to nurture a friendly online community, unfortunately we cannot guarantee the site will be free of offensive or abusive content.  If you happen to be subject to such content, please do not hesitate to Contact Us.  We will do our best to investigate such reports and take appropriate action if necessary.

Is all my personal information secure?  

Yes, we are committed to ensuring your privacy is protected and you have a safe experience on our site.  Surveymyhouse does not divulge any of your contact details on the website.  For more information please refer to our Privacy Policy.  We do not sell your personal details to third parties, so you won’t receive any spam e-mails or unsolicited phone calls.