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FAQs

When you are considering outsourcing any service, it’s natural to have a lot of questions. We’ve looked to capture the most frequently asked questions here, but of course the best way to find out about Viewber is to speak to our business development team.

Clients

What type of Clients does Viewber work with?

We work with a multitude of different Clients. Head over to our Services page for more information.

Can Vendors use Viewbers services directly?

Vendors who are not marketing their property through one of our Clients are free to instruct Viewbers services.

Can Landlords use Viewbers services directly?

Landlords who are not marketing their property through one of our Clients are free to instruct Viewbers services.

Company Information

How long has Viewber been operating?

We've been operating since 2016.

Who owns Viewber?

Viewber is owned by our two co-founders Marcus de Ferranti and Ed Mead.

Is Viewber a registered Company in England and Wales?

Yes we are. Our Company Number is 10069752.

What are your opening hours?

We are open 24/7!

Compliance and Regulations

Is Viewber registered with a Property Redress Scheme?

Viewber is essentially a contractor who carries out work on behalf of property professionals. We do not seek to negotiate new lets, or sales, and we are not local property experts seeking to gain new instructions. With this in mind, it is our understanding that we do not need to register as either a Letting Agent or an Estate Agent with a Property Redress Scheme.

Does Viewber have an Agent Licence with Rent Smart Wales?

Viewber is not required to have a licence as we only conduct one activity within the 'Agent Letting Work' category and nothing within the 'Agent Property Management Work' category. To confirm, we do not provide an Inspection or Photography Service in Wales.

Will Viewber be registering with Scottish Letting Agent Registration Scheme, coming into force in 2018?

Viewber is essentially a contractor who carries out work on behalf of property professionals. We do not seek to negotiate new lets, or sales, and are not local property experts seeking to gain new instructions. With this in mind, it is our understanding that we will not need to register with the Scheme.

Is Viewber registered with the HMRC for money laundering supervision?

Viewber is essentially a contractor who carries out work on behalf of property professionals. We do not seek to negotiate new lets, or sales, and are not local property experts seeking to gain new instructions. With this in mind, it is our understanding that we will not need to register with HMRC for money laundering supervision. We do, however, make our Viewbers aware of the regulations and they know to report any suspicious activity.

Customer Services

What type of support will I receive if I use Viewbers services?

We have a fantastic Operations Support Team to assist with day-to-day queries.

I would like to make a complaint, who should I contact?

In the unfortunate event that you need to make a complaint, please email info@viewber.co.uk

House Sitting Services

What type of House Sitting Services does Viewber provide?

We can provide a basic sit and wait style service which is great for things like surveyor's visits. We also have a premium service for potential volatile situations (such as evictions) where our trained and experienced Viewbers attend wearing body protection.

Key Collections

Does Viewber charge for collecting keys?

This depends on how far the property is away from the key collection point.

Key Holding Services

What happens if a Viewber becomes a nominated key holder?

Once the keys have been collected, all further appointment requests will be sent to that Viewber only. This means that appointments will need to be based around the Viewbers own availability. Keys held are labelled, with no identifying reference to the property address.

What ID will the Viewber show when requesting keys?

Viewbers are requested to show photographic ID to our Clients when collecting keys, such as a Driving Licence Photocard or a Passport.

Do I need to make the Vendor or Landlord aware that Viewber will be holding keys to their property?

Many of our Clients include a clause within their Terms of Business which provides them with permission to allow their trusted contractors and suppliers to hold keys to the property, as and when required.

Key Returns

Does Viewber charge for returning keys?

This depends on how far the property is away from the key return point. Postage and packaging costs are charged to the Client (if applicable).

Key Safes

If a key safe is required, who will supply and fit this?

We have a professional team of installers within our pool of Viewbers who are expert in installing key safes.

Where will the key safe be fitted?

You'll find details within this short video.

What key safes does Viewber supply?

At present we can supply a Master Lock 5401D, a Master Lock 5441D (which is a Bluetooth device) or a Police Approved C500 Supra KeySafe.

Can we arrange for our own key safes to be fitted?

Yes of course - we will just need to be told the code so that the Viewber can access the keys.

Does installing a key safe compromise the property owners insurance?

As with any type of insurance it is important to disclose any amendments to the material facts provided and with this in mind, we would recommend that the property owner discloses that a key safe has been fitted to the property.

Should we seek permission from the Vendor or Landlord before installing a key safe at the property?

Many of our Clients include a clause within their Terms of Business which permit the installation of a key safe at the property.

Can a key safe be installed at an apartment block?

Yes, but in an ideal world permission from the managing agents should be sought. In reality fitting is the same as erecting a board so it's up to you if you want to do so.

If a key safe is fitted do we need to return this once the viewings have been completed?

No - once the key safe has been fitted it is owned by the property owner.

Meet & Greet Services

What type of Meet & Greet Services does Viewber provide?

Our Meet & Greet Services are designed for Clients with short-term rental properties, such as holiday cottages or Airbnb accommodation. We will meet the Guests at the property, provide a short tour and explain any essential information before handing over the keys.

Outsourcing

Is outsourcing commonplace within the property industry?

Outsourcing has been fairly common within the property industry for a number of years now - and incorporates everything from viewings to telephone answering services.

Why do property professionals outsource their Viewings?

There are some great videos on our Services pages which explain why clients seek to use our outsourced services.

Should I make the Vendor or Landlord aware that Viewber will be conducting services at their property?

Most Vendors and Landlords are delighted that you are proactively ensuring that no viewing ever needs to be missed, postponed or cancelled.

Would a Viewber ever be able to represent my business in the same way as an employed member of my team can?

Viewbers will not seek to represent your business in the same manner as employed staff. They are there to provide an easy way for you to provide your applicants with access to properties. All discussions and negotiations are handled by the Client themselves and not the Viewber.

Photography Services

Does Viewber provide professional photography services?

We provide 'point and shoot' style photography services only.

Pricing

How much do your services cost?

Our charges vary depending on the service being carried out. Please feel free to contact our Business Development Team for further information.

Do you offer discounts for volume bookings?

As a general rule of thumb, all Clients will start on our standard pricing structure, which then allows us to monitor the volume of bookings received. We can then make any necessary deductions once an initial review has been completed.

Would I be responsible for paying commission to the Viewber?

Absolutely not. We, nor our Viewbers, do not charge any commission.

Services

What services does Viewber provide?

Of course, our main service offering is viewings! Head over to our Services Page to find out more.

Are all of your services available throughout the UK?

Our services are available throughout the UK, however, in Wales we can only conduct viewings.

Viewbers

What type of people register to become Viewbers?

Please take a look at this video, which provides a typical example of the type of person who registers to become a Viewber. 

How are Viewbers vetted?

Prior to undertaking any work on our behalf, all Viewbers are vetted. This includes a two way £1 bank transfer, photographic ID, proof of address, verifiable contact details and ideally a Basic Disclosure too.  We may also request for the Viewber to complete a one-way video interview.

Are Viewbers employee's of Viewber?

No. All Viewbers are self-employed individuals.

Are Viewbers deemed to be estate agents, letting agents or local property experts?

Viewbers are essentially contractors who carry out work on behalf of property professionals. They do not seek to negotiate new lets, or sales, and are not local property experts seeking to gain new instructions. With this in mind, Viewbers are not deemed as estate agents, letting agents, or local property experts.

How are Viewbers rated?

Each time a Viewber carries out an appointment on behalf of the Client, the Client has the opportunity to rate the Viewber based on the feedback which they provide.

What training do Viewbers receive?

Viewbers receive a Manual will all of the information that they require to complete appointments on our Clients behalf.

Do Viewbers have local knowledge of the area that they are working within?

We encourage people to register as Viewbers who have good knowledge of their local area.

Viewings

Will the Viewber familiarise themselves with the property prior to undertaking the Viewing?

Wherever possible, we ask our Viewbers to arrive at the property early to familiarise themselves with the layout. We also ask our Clients to provide a link to the property information and to provide any notes that they need to be made aware of too.

How will the Viewber introduce themselves to the applicant when they arrive at the property?

The Viewber will welcome the applicant to the property by name and state that they are a Viewber (viewing agent) for the Client.

Will the Viewber provide the applicant with a printed marketing literature at the time of the Viewing?

No. If the Client requires the Viewber to provide the applicant with printed marketing literature at the time of the viewing, we would suggest that a supply of property brochures are left within the property for the Viewber to hand out. The Viewber will, however, have access to the online version of the property brochure, if the URL link has been provided by the Client.

Will the Viewber provide the applicant with a business card at the time of the Viewing?

No. If the Client requires the Viewber to provide the applicant with a business card, we would suggest that a supply of the Clients business cards are left within the property for the Viewber to hand out.

What happens if an applicant wants to make an offer on a property to a Viewber?

The Viewber will take down the details and include the information in the feedback provided. The Viewber, will, however, encourage the applicant to make contact with the Client directly.

Who will the applicant contact after the viewing to raise additional queries/questions?

They will contact our Client. If for any reason they contact Viewber directly, they will be referred back to the Client.

Can the Viewber help to cross-sale services offered by my company, for example - financial services?

If there are specific questions that you would like the Viewber to ask during the appointment, then these should be added to the notes section of the booking form. Viewbers, cannot, however, recommend or promote services to the applicants.

Can the Viewber help to determine whether the applicant has a property to sell to help capture a market appraisal opportunity?

We find that the vast majority of our Clients will verify an applicant's status prior to the viewing being arranged - thus capturing any market appraisal opportunities.

Will the Viewber provide feedback after the viewing and if so, who will the feedback be given to?

Yes, they will. Feedback will be entered into our system and provided to our Client.

Who are Viewbers working on behalf of when conducting a Viewing?

They are working on behalf of Viewber, following our Clients instructions.

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