Following Instructions

Tuesday, December 17, 2013

 

I normally get very few revision requests, and usually for minor items. I’m not saying this to pat myself on the back, but to explain how surprised I was a few weeks ago when I received two revision requests in the same week. And they weren’t just any type of revision request: they were the dreaded “instruction” from an underwriter.

“Appraiser to include a second sale whose unadjusted sale price supports the opinion of value, and resubmit report.”

“Appraiser to remove the time adjustment from comp #3, and resubmit report. Our investor does not allow time adjustments.”

A few months back, I got another memorable instruction: “Appraiser cannot include any comps that exceed per-line, net or gross adjustment percentages of 10%, 15%, 25%. Appraiser to include different sales that do not exceed these requirements.”

I won’t go into details related to these reports, because I want to focus instead on how we can respond to these types of instructions from lenders and AMCs. (And, no, I am not a regulatory expert. I recommend taking a class or webinar on appraisal-related regulations.)

The issue at hand is that TILA, many states’ AMC rules, HUD, Interagency Guidelines, and other entities restrict this type of instruction from lenders and their agents (AMCs) because such conditions may lead to reports that are not based on the appraiser’s independent judgement (or even sound valuation principles). For example, the first request above turns the appraisal process on its head. Normally, the appraiser chooses comps based on similarities to the subject, then develops an opinion of value. Instead, the appraiser is being instructed to develop an opinion of value, then choose comp/s based on that value opinion. In the second, the appraiser is being instructed to ignore or remove a necessary adjustment. Remember learning, in your first-ever appraisal class, that you must adjust for market conditions? (By the way, in this situation, the client agreed with my data and analysis – that the market had increased – but simply didn’t “allow” adjusting an older transaction.)

So, how can we handle these instructions?

First, be polite. Don’t make insulting, belittling or threatening remarks. Simply state facts: facts related to the subject property, the comps, the market, and acceptable appraisal methodology. Consider this an opportunity to teach; whether they learn or not is in their control. If you respond negatively, don’t expect a positive outcome. Show your willingness to work through the situation compliantly and professionally.

Put it in writing. Submit your information in writing (email, fax, online messaging system), and specifically request a response in kind. This way, you can fall back on exactly what was communicated. And be sure to ask yourself how your message would look if (hypothetically) published in the newspaper or read by a regulator, a colleague or your mother?

Ask for the individual’s name and title who is making the instruction. I’m not suggesting we burn bridges by making it personal. But if they believe they are right in instructing you, let them identify themselves and be accountable. “Please provide the name and title of the individual requesting this, so I have it for my workfile” is simple and to-the-point; in the same message, let them know what action you are taking in the meantime.

Don’t be pig-headed. Are they asking you to fix a Mountain photo that you’ve labeled “Interior” instead of “View”? Is that worth arguing over? Be gracious and fix it. But on the other hand, if they are saying “Please change the label from ‘Barn’ to ‘Outbuilding’; we do not allow barns”, then that alteration could be misleading.

Keep your license. Ultimately no one other than you truly cares about your license. If a loan goes south in a few years and the a lender is examining the file, they won’t care who instructed you to do what – but they'll surely see a misleading report, improper methodology, incorrect information, or other violations. And whose signature will be on that report?

Finally, be certain. Don’t make it up. If you’re not exactly sure of methodology, State interpretation, USPAP, TILA, etc. on a specific issue, then go to those sources before you start “quoting” incorrectly. Call your state’s division of real estate, re-read sections of USPAP, read through the applicable sections of TILA, even look at the FNMA Selling Guide. Don’t make it about how YOU appraise, make it about what is correct, reliable and credible for appraisal work.

Have you received any troublesome instructions from clients?

 

Joshua Walitt is a Certified Residential Appraiser in Colorado, VA- and FHA- approved, and speaker to lending and real estate groups. He has been a Hearing Officer for the Mesa County Board of Equalization, and served on Colorado's 'AMC Rulemaking Task Force' in 2013. He is a Candidate for Designation with the Appraisal Institute.

Reach him on LinkedIn or @joshwalitt on twitter. 

Comments

Joshua - Great Post!
There is no sense in getting an attitude - on either side. I instruct reviewers that you are reviewing the report, not the appraiser. You must keep the lines of communication open to resolve anything. The mutual client (appraisers and reviewers must remember they BOTH are working to help the same client) should not be punished because two people are being hard-headed.
There are many ways of reviewing and different levels of review. A non-appraiser may perform an initial review looking for compliance with a set of rules, client requirements, etc. They may have a list of questions/issues which may seem minor or non-value related. However, these issues may well carry as much importance as issues that directly affect value - many appraisers do not understand why this is the case (it has to do with regulations, bank examiners, audit, etc.).
From there a licensed reviewer may take over the review and address any other items they find. Or a licensed reviewer may perform the whole review. You just never know how a client/AMC is performing their review. However, the client always has the right to ask anything they want about the report and ask for more information if they don't understand something. They are paying for the professional report and deserve to get to the point they understand it and have confidence in it.
This week I am getting a home inspection done on a house I am buying and I pay for the home inspection. The home inspector sure better be ready to answer a lot of questions me and my wife will have. Until I fully understand the report the assignment will not be done. No difference with an appraisal. No difference with getting a bathroom renovated and you making the contractor come back and fix some items you aren't satisfied with. et al.
All of the above excludes a client trying to influence value or the appraisal process - as is certainly the case with some of the items you present Joshua. The underwriters have definitely crossed the line with a few of those items!

I appreciate the comments, George. Thank you!

Joshua I agree with the things you say. Being certain and polite are very key, it has made a big difference for me when addressing "revisions requests". You really have to be knowledgeable with USPAP, FNMA selling guide, The Appraisal of Real Estate, The Dictionary of Real Estate Appraisal. When the request contradicts any of these, I simply state the reason why and cite the source. This is a very powerful and empowering approach as it shows you know what your talking about. I have never once had it come back after doing this, actually these type of request have reduced greatly as I have challenged them each and every time. It sets the tone of what to expect, if one is not already doing these things it take a little courage at the outset, but by being certain and polite, an appraiser can usually avoid making unwarranted changes.

I have to agree that a polite smile (yes you can see it in your writing) goes miles before a snide comment. I have to say though that there are times when a single quick quip (with a smiley face next to it) will also politely get a point across. Like when what they're asking for is already in the report.
IF you really need to say something, then write it on notepad or somewhere your not going to hit the "send" button when your finished. Say what you REALLY want to there. Once you've "had your say", then use your coolness to write what needs to be said in a professional manner

Bill F

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