Welcome to e.surv

Welcome to e.surv.

April 2021

At e.surv, we are committed to: Providing the UK’s leading residential property risk service

Delivering accurate and professional guidance, on time, every time

Working with our customers to develop solutions that exceed their expectations

In real terms, this means we are committed to delivering an excellent service to our clients and customers, developing a range of products, useful information, tips and guidance to suit every need.

Today, we’re going to talk about the range of survey and valuation products we offer, why a survey is a prudent investment, and why we believe e.surv should be the first choice for any home buyer wanting protection and peace of mind.

But first, a little more about e.surv and how we work …

About e.surv.

Trading since 1989, e.surv is the UK’s largest provider of residential valuations, surveying and property risk services.

The business is the largest distributor and manager of residential valuation instructions and we’re appointed as Panel Manager for more than 20 mortgage lenders and other entities with interests in residential property, including more specialist lending sectors such as Buy-to-Let. We provide the full suite of RICS survey reports direct to the home-buying public – and via referral partners, like you.

We directly employ over 500 residential valuers, operating on a national scale, including the Scottish Highlands. In Scotland, we trade as Walker Fraser Steele.

If one of our employed valuers can’t get there, we’re supported by an extensive panel network of subcontractors and consultant valuers.

Market position • Market Leader – UK’s largest provider of residential valuation services • Panel Manager/Lead Valuer for 5 of the top 6 UK lenders • Long Term Relationships – average 7 years+ with top ten partners • We distribute and manage 2000+ inspections per day.

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Commercial in confidence

Delivery strategy.

We are committed to demonstrating to our clients the consistent delivery of outcomes aligned to the following high level principles: • Creating the best customer service experience through ongoing investment in technology / people that will ensure the best quality outcomes for our clients and their customers • Providing and consistently delivering a compelling innovation roadmap that supports our clients’ transformation objectives • Ensuring excellent property risk management expertise including the provision of PI cover, strong technical guidance and assurances that changes to regulation / legislation are professionally managed • Demonstrating cultural alignment by leveraging best practice from both organisations and working in collaboration to deliver solutions to market challenges.

Capacity and coverage.

• e.surv has circa 600 directly employed RICS registered Valuers and over 500 operational Valuers • The business has access to a UK-wide network of 140 panel firms) and 71 self-employed consultant Valuers • Enhanced scale enables further investment by e.surv in innovative technology and practices, and high calibre subject matter expertise • Optimised scheduling and routing of appointments increases the availability of Valuer capacity • In 2018, following a rigorous competitive process, e.surv was awarded a fiveyear contract to supply 100% of valuation and surveying services to Lloyds Banking Group (LBG), including the TUPE transfer of 200+ Valuers and central support colleagues.

We may be big, but we haven’t lost sight of what’s important – to our clients, their customers and our colleagues. One of our company’s values is to, ‘deliver what we promise, when we promise it’ and it’s a principle we apply throughout our business.

In 2020, we were delighted to be named, ‘Best Surveyor / Valuer’ at the Mortgage Strategy Awards. But while every award is a welcome accolade, we’re never complacent and it doesn’t not dilute our commitment to meeting the specific needs of clients, partners and customers.

We’re rated, ‘Excellent’.

We’re delighted to achieve a rating of, ‘Excellent’ for our service delivery.

We recognise that these days, what you do is far less important than how you do it.

Great customer service can only be delivered through the combined efforts of everyone in the business, and that positivity starts with us.

Good communication, supportive colleagues, the encouragement of ideas, and regular feedback make for a positive working environment – all of which translates into great service for our customers.

Our work with Trustpilot helps us to improve our products and services, enhance our reputation, and ultimately grow our business.

Accreditation.

As a regulated business, the professional and personal compliance and competence of our workforce is paramount. As such, we have invested heavily in risk management and governance.

This investment enables us to offer our clients and customers comprehensive expertise in a range of property and we have secured international accreditations in critical compliance areas, including Information Security, Business Continuity, Health and Safety, and Quality Management.

e.surv and ESG. As a nationwide business, it's important that our decisions reflect the diverse needs and interests of everyone.

The people employ and the way we represent ourselves in our marketing material and messaging, should reflect the communities in which we operate.

And whether we're assisting customers with their property purchases or supporting them in their financial investments, we operate in every community in every town.

Community and charity

Ethics and values

Supporting local and national causes, and charities

Exemplify e.surv values and ethics in practice

Supporting colleagues to dedicate time to support community projects

Recognise and reward those colleagues who ‘live’ the values and what we stand for

ESG Inclusivity and diversity A range of policies in place including our Flexible Working Policy Promote positive stories of diversity and inclusion

Environment and sustainability Targets for reducing single-use plastics and increase use of ‘green’ energy Sustainable options in company car fleet

We have embarked upon a programme of activity designed to enable e.surv to have a positive impact on its communities.

Part of the LSL Property Services PLC Group

People first. ✓ Approach – safety and wellbeing paramount, and for as long as virus in our midst Ensuring the safety and wellbeing of our colleagues, clients and customers ✓ Keeping our colleagues, clients and customers informed throughout ✓ Maintaining compliance with Government and industry guidelines. ✓ e.surv was able to gradually resume physical inspections which required careful planning and due diligence. We’ve delivered thousands of bottles of sanitiser and wipes to our surveyors around the UK, along with PPE such as face masks and gloves. ✓ To anticipate customer question and help them prepare for an inspection, we established a Coronavirus Information Hub on our website, published our Safety and Wellbeing charter in 15 languages, and created a short customer video on safety precautions.

How we work.

Systems overview.

• In the surveying industry, we believe we are the market leader in our use of technology • Our pioneering solutions are a mix of in-house and partner delivered services • The in-house team provide the governance oversight for all of our IT systems and processes • Strategic roles are covered by in-house permanent staff • Partners are chosen to complement the in-house team in order to ensure e.surv’s IT services are both innovative and efficient.

Key considerations Important considerations that transcend all aspects of our IT systems and processes are: Availability management Cyber security IT service management Resilience (disaster recovery and business continuity) ✓ Continual service improvement ✓ Innovation ✓ Driving value back to clients and customers ✓ ✓ ✓ ✓

Smart Survey: e.surv iPad applications.

Rolled out in 2016, iPad-based Smart Survey applications consolidate all surveyor functions and data sets, and enable Valuers to complete all instruction elements on one device.

This enables e.surv to achieve gains in quality and accuracy, benefiting our clients and their customers, while limiting valuation risk and PII exposure by providing:

Benefits ✓ Higher reporting compliance ✓ Consistency of advice ✓ Site notes on every case ✓ Automated and secure storage and recovery of site notes and photographs

Online access to consistent electronic site notes

Full Mortgage Valuation Report Lender form mapping

Full Lender guidance rules mapping

✓ Ability to capture more than basic property data and integration of third party data ✓ Integrated application suite

Intelligently maps data collected via site notes, including photos, image annotation, technical plan drawing and voice notes

Access to Rightmove Surveyor Comparable Tool (SCT) data within the App

No pen and paper!

driving quality and accuracy.

Survey Hub: e.surv case management.

Survey Hub delivers an integrated and configurable case management platform that supports the lifecycle of valuation instructions.

From instruction management, scheduling and routing, through to resource management and allocation, PVQ, audit and SLA management, Survey Hub enables us to deliver a more sophisticated level of operational efficiency.

✓ Consistent customer and user experience ✓ Case prioritisation (by lender/job type/SLA) ✓ Risk management ✓ Fully interoperable with other industry systems ✓ Integrated, real-time audit functionality ✓ OSR* – maximising Valuer capacity and efficient routing.

Business Process Management, with integrated email and SMS text

Highly configurable workflow engine for automated business processes

Integrated resource management, with rulebased distribution engine

Comprehensive Valuation and Panel Management features

Full Lender guidance rules mapping

Contract and SLA management

e.surv IT system capabilities.

Business applications • Survey Hub (eTech) – core case management platform, includes PVQ Hub, Lender Hub, OSR, Triage, Risk Management • Quest Central (LVS) – key system for linking to lenders via Quest SPN • Sun Accounts – service provided by LSL Group • PeopleMatters HR - service provided by LSL Group • Resolution PVQ (EDM) – being migrated to PVQ Hub.

IT infrastructure services • Primary and Secondary data centres • Office 365 – covers email, Intranet, file storage, collaboration, security • Virgin Media wide area network • Dell & Microsoft PCs/laptops • Dell Servers • Nimble storage area network • VMWare – virtual servers and service replication • Apple iPads and iPhones • Mitel Telephony platform • Security services – including Mimecast email security, Data Connect vSOC SIEM, McAfee end point protection, Veeam data backup.

Optimised Scheduling and Routing. ✓ Cases are assigned to Valuers and appointments are organised into a logical sequence ✓ Bookers are no longer responsible for Valuers’ diaries, removing the need for local knowledge ✓ The system uses modern GPS data to pinpoint appointment windows and routing ✓ Occupants are given a 1 hour appointment window, confirmed via SMS text the evening before ✓ Valuers follow a more prescriptive, optimised and defined schedule The system selects the closest, appropriately skilled available Valuer, sequencing appointments to minimise travel and prevent overlap ✓ Time to book a job reduced from 10 minutes to 3 minutes.

e.surv Lender Hub. • e.surv is the only company with “live” clients using a Lender Hub, with over 600 end users providing positive feedback • The web-based desktop portal provides clients with a job management platform that interacts directly with Survey Hub and Post-Valuation Query (PVQ) Hub, managing mortgage valuations from instruction through to completion • The solution enables the seamless engagement of e.surv and its clients throughout the lifecycle of a mortgage valuation, improving efficiency and transparency • It provides real-time job updates, case progress tracking with event history timelines and access to a messaging service, delivering full visibility and simplified communication • Lender Hub has helped to reduce application to offer timescales, with a major user of the system showing a 4 day improvement.

e.surv Remote Valuation solution. e.surv developed the differentiated Remote Valuation to facilitate lenders achieving an improved speed to offer while reducing costs. It delivers an accurate valuation supported by the same research (Surveyor Comparable Tool) as a physical inspection.

Features and benefits Speed • Clients report

consistently faster turnaround than peers • The bespoke iPad-based application facilitates an efficient process and full audit trails • Evolving data sourced to support Valuer decision-making.

Accuracy

Capacity

• Cases auto triaged for suitability. Triage rules preagreed with client • Completed by a qualified, experienced local Valuer with knowledge of local market conditions • Local Valuer uses a full suite of databases to support the valuation figure – this is the same as for a full physical inspection

• e.surv is the largest UK residential surveying and valuations practice, offering unrivalled geographic coverage • Conversion from physical inspection to Remote Valuation delivers improved application to offer performance.

Savings • Substantial reduction in unit cost versus physical valuations • Professional Indemnity Insurance (PII) cover available.

Our Remote Valuation solution is unique in its combination of extensive national coverage and the in-depth local market knowledge of an experienced Valuer.

Thank you for your time.