Will my clients be able to get online access if they don't provide a mobile number?
No, they must provide a mobile number when completing the application on our online mortgage application system, MAX so e.surv can send them an SMS with all the details required.
Can my clients opt out of not receiving the e.surv SMS text updates?
No. Unfortunately e.surv do not receive the information from MAX where the client can opt in or out of 'automatic updates'. Therefore, whenever a mobile number is present in MAX – regardless of what is put in the 'automatic updates' section – e.surv will send the 2 SMS messages, even if the 'none' box is ticked and no Barclays messages are sent. The only way for a client to receive no e.surv updates is to not input a mobile phone number in MAX, which would mean they would not get online access and would instead get the report posted to them.
Can the client receive this information by email as opposed to text message?
No. e.surv only receive telephone details from Barclays when they receive an instruction to do a survey or valuation. They do not get any email details that are captured in MAX.
As an intermediary, can I receive the details directly so I can see my customer's survey?
No, e.surv do not receive intermediary contact details with the instruction. Customers can share the log-in details and password with you or solicitors if they choose to.
If my customer has any questions about the survey or accessing the report online, who do they contact?
Clients should contact e.surv on the number 0191 491 6289, which will be provided in the first SMS text message from e.surv.
What happens if there is more than 1 mobile number on the mortgage application?
e.surv will contact the mobile number for applicant 1 in this instance.
What happens after the 90 days when the online report expires?
We expect the 90 days to be sufficient for most clients to view/download or save their report. In the event the survey has expired online, they will need to phone e.surv on 0191 491 6289.