STANDARD TERMS OF ENGAGEMENT
These terms and conditions form part of the contract between We Survey (“We Survey”, “we”, “us”) and the
customer (“you”). They apply to the exclusion of all other terms and conditions.
1. The Service
The purpose of the inspection and the verbal and written reports is to put the present condition and
performance of the property into an overall perspective. The inspection will be undertaken by a person (the
“Surveyor”) who is assessed and approved by We Survey.
The Surveyor who provides the Home Survey aims to:
• help you make a reasoned and informed decision when purchasing the property, or when planning
repairs and maintenance;
• provide detailed advice on condition;
• describe the identifiable risk of potential or hidden defects;
• where practicable, provide an estimate of costs for identified repairs; and
• make recommendations as to any further actions or advice that should be obtained, and consider
what further advice you should take, before committing to purchase the property.
2. Basis of the Report
The report follows a visual inspection of the accessible parts of the property. Notes are taken during the
inspection; these notes contain the original information to which the Surveyor refers, and on which the
Surveyor relies, when subsequently reporting to a client, either verbally or in writing. A written report
supersedes any verbal report and should be considered fully before any legally binding decision is made in
respect of any expenditure on the property.
3. Level 3 Home Survey and Valuations
The Level 3 Home Survey report will not include a Structural Survey. The Level 3 Home Survey was formerly
known as a “Structural Survey”, which RICS subsequently renamed the “Building Survey” and, more recently,
the Level 3 Home Survey. The Surveyor will assess the structure of the property for any signs of movement or
structural issues and advise accordingly.
The Level 3 Home Survey report does not include a market valuation but will include an overall opinion of the
property’s appraised value based on the information we have been given and a review of recent sales of similar
properties in the area subject to agreed additional payment. The Level 2 Home Survey report and the Level 1
Snagging Report do not include any valuation or market appraisal.
4. Limitations of the Report
The report is not a guarantee that the property is free from defects other than those mentioned in the report,
nor is it an insurance policy.
When checking for dampness, unless otherwise stated, we will use a damp meter. It is normal practice for
photographs of dampness to be taken only where dampness is detected by the meter, and not where it is not.
5. Focus of the Inspection
A Survey inspection and report will focus on the condition of the principal elements of the property. Fittings
and finishes will be subject to general inspection only, and comparatively minor points will be excluded.
We Survey | Standard Terms of Engagement | Page 1The survey will not report on the current condition of any permanent outbuildings or structures, as these are
likely to be of non-standard construction, may not meet building or modern habitation standards and will
therefore have a limited life. However, a general view will be provided.
6. Practical Limitations
There will be practical limitations on the scope of the inspection. The Surveyor will not break out or open up
the structure, lift carpets, cut floorboards or move heavy or delicate furniture. Ladders are carried for access
to flat roofs and structures up to a height of three metres.
The Surveyor will inspect accessible and safe roof spaces and areas below floors but will be unable to report
that parts of the property which are covered, unexposed or otherwise inaccessible are free from defects.
7. Condition Ratings
All Survey reports use an easy-to-understand “traffic light” system. Each section prompts the Surveyor to give
a condition rating of red, amber or green:
• Red (1): defects are serious and/or need to be repaired, replaced or investigated urgently.
• Amber (2): defects need repairing or replacing but are not considered to be either serious or urgent.
The property must be maintained in the normal way.
• Green (3): no repair is currently needed. The property must be maintained in the normal way.
8. Guideline Budgets
Guideline budgets for repairs are included in a report where appropriate, but they are based on the
information available to the Surveyor at the time. We recommend that all repair costs are confirmed by further
investigation and specification, and by competitive tenders from contractors, before you make any legal
commitment.
9. Services Installations
Surveyors are not qualified to test or confirm the adequacy or safety of services installations. The Surveyor
will report based on a visual inspection of the accessible parts only. We recommend that you arrange for
specialist tests of the electrical services and the gas and/or heating installations.
10. Leisure Facilities
Surveyors are not qualified to test or confirm the condition of leisure facilities such as Jacuzzis and tennis
courts. Customers are advised to commission their own specialist inspection of any such facilities.
11. Asbestos and Other Hazardous Materials
This is not a specific asbestos or hazardous materials survey. The sampling and testing of asbestos-containing
materials, or of other hazardous or suspect materials, is outside the scope of the survey. Where such materials
are discovered or suspected within the normal scope of inspection, they will be reported and appropriate
recommendations made for further investigation.
12. Leasehold Properties
If the property is leasehold, you must obtain advice from your solicitor in respect of your legal liabilities under
the leasehold arrangements, and in respect of repairs.
The scope of the Surveyor’s inspection will relate to the internal finishes of the leasehold property to be
purchased and the adjacent fabric within the immediate curtilage of the property. Other elements of the
structure will be subject to a brief inspection from the exterior and/or common parts only.
13. Extra Services
The Surveyor provides only the standard Home Survey service (“the Service”) described above, unless you and
the Surveyor agree in writing, before the inspection, that the Surveyor will provide extra services. Any extra
service will require separate terms of engagement and a separate contract with the Surveyor. Examples of
extra services include:
• re-inspection; and
• detailed reports on specific issues.
14. Liability
The report is provided for your use only, and the Surveyor cannot accept responsibility if it is used or relied
upon by anyone else. We Survey expressly forbids the report, or any of its contents, from being sold on to any
other party.
However, the report is objective and may be relied upon by any party that has a valid legal interest in the
condition of the property, if interest has been notified to, and acknowledged by, us in writing.
15. Before the Inspection
We will ask you about your concerns regarding the property and, where necessary, explain the extent and/or
limitations of the inspection and report.
16. Payment and Cancellation
Terms of payment
The fee for this service has been quoted to you and must be paid by bank transfer or credit/debit card before
the survey takes place.
Cancelling this contract
You have 14 days in which to cancel this contract, starting from the date on which the contract is entered into.
You agree to the Service commencing from the date of this contract, even if this falls within the cancellation
period. You understand that you will lose your right to change your mind in relation to the Service once the
survey has been completed, and that you will be required to pay for any services provided within the
cancellation period.
If you cancel this contract, the Surveyor will refund any money you have paid for the Service, except for any
reasonable expenses. If you wish to cancel, please inform us in writing using the following format:
CUSTOMER CANCELLATION NOTICE
Name of Customer:
Address of Customer:
I/We hereby give notice that I/We wish to cancel my/our contract dated:
Customer Signature:
Date:
This notice should be sent to:
We Survey
Refund Policy
No survey, no fee. We require full payment ahead of the survey, and this must be made at least 24 hours
beforehand to guarantee your appointment.
If you decide to cancel, you will be refunded in full and will not be charged a cancellation fee, except where
you cancel on the day of the survey and the Surveyor is already on site. In that case you will be charged £200
to cover the costs incurred by the Surveyor.
18. Non-Delivery of Service
The Surveyor will not provide the Service (and will inform you as soon as possible) if, after arriving at the
property, the Surveyor decides that:
(i) they lack sufficient specialist knowledge of the method of construction used to build the property; or
(ii) it would be in your best interests to have a Level 2 Home Survey report or a Condition Report rather than
the Level 3 Home Survey.
If the Surveyor cancels this contract, they will explain the reason to you, and you will receive a refund less any
costs and expenses.
19. Force Majeure
Whilst every reasonable effort will be made to carry out the inspection on the date and at the time agreed,
we cannot be held liable for any losses caused by matters outside our control, including (but not limited to)
Surveyor illness, traffic delays or vehicle breakdown, extreme weather conditions or vendor unavailability.
20. Health and Safety
We Survey Ltd and its Surveyors are required to comply with Health and Safety legislation and with the RICS
guidance note Surveying Safely: health and safety principles for property professionals (as amended). The
Surveyor will assess the safety implications presented by the site and may need to restrict the scope of the
inspection that can be carried out.
Complaints Handling Procedure (CHP)
We Survey Ltd has in place a CHP which meets the regulatory requirements. The CHP has two stages. If, having
raised an issue, you are dissatisfied with the response from We Survey, you should follow this CHP.
Stage One
Stage One gives We Survey the opportunity to formally review and consider your complaint in full, referring
the matter to the Head of Compliance, David McMullan. We Survey will try to resolve your complaint to your
satisfaction. If you are not happy with our response, you may take your complaint to Stage Two.
If you have spoken to us about your complaint, please put the details in writing so that we have a full
understanding of the reasons for your complaint. Any complaint regarding a report should be made within 14
days of receipt of the report. Please send your written complaint to:
We Survey
We will consider your complaint as quickly as possible and will acknowledge receipt within 7 days. If we cannot
give you a full response within that time, we will update you within 28 days.
Stage Two
Stage Two gives you, the client, the opportunity to have your complaint reviewed and considered by an
independent arbitrator, The Property Ombudsman. If we are unable to agree how to resolve your complaint,
you should address it to The Property Ombudsman, our Alternative Dispute Resolution (ADR) provider.
Disclaimers
The report is prepared by We Survey, The statements and opinions expressed in the report are expressed on
behalf of the company, errors and omissions excepted. To the extent that any part of this notification is a
restriction of liability within the meaning of the Consumer Rights Act 2015, it does not apply to death or
personal injury resulting from negligence.
We Survey gives no representations or warranties, express or implied, and accepts no responsibility or liability
for the accuracy or completeness of the information inserted in the document, or of any other written or oral
information given to any interested party or its advisers, errors and omissions excepted. Any such liability is
expressly disclaimed.
This contract is governed by English law, and the parties hereby submit to the exclusive