2015 P&P Yard Maintenance Procedures Guide

P&P Yard Maintenance Procedures
Reference Guide
2015
2015 Yard Maintenance Field Guide 1
Purpose of the Reference Guide…………………………….…………………………………….……..2
Independent Contractor Status……………………………….…………………………………………..2
Vendor Score Cards………………………………………….…….………………………………………..….2
Point of Contact……………………………………………….…….…………………………………………….2
Work Orders………………..…….……………………………….….…………………………………………3-4
Grass, Clippings, Leave, and Debris…………………………………………………………………..4-5
Trees, Shrubs, Vines and Weeds..………………………………..…………………………………..5-6
Photo Requirements..………………………………………...……………………………………………….7
Violations and Postings………………………………………………………………………………………..8
Unsecure Issues ………………………………………………………………………………………………..…9
Updating and Invoicing ……………………………………………………………………………………..…9
Currently Maintained (HOA, Condo, Gated Community, Someone Else)……………..9
No Access……………………………………….…………………………………………………………..……..10
Frequently Asked Questions…………………………………..…………………………………..…10-16
Important Phone Numbers:
IT Help Desk: (800) 852-8306 Ext. 3999
Seasonal Regionals:
(800) 852-8306 or (216) 739-2900 Ext. 3200
Vendor Contact Center (VCC):
(800) 852-8306 or (216) 739-2900 Ext. 2197
*******
Do not call for invoice disputes.
All invoice disputes must be handled through Vendor Web per Memo 1461.
*******
2015 Yard Maintenance Field Guide 2
Purpose of the Reference Guide
This Reference Guide will function as an informational guide regarding the Policies and
Procedures (“Policy”) Safeguard Properties requires you to follow as a condition of
doing business with us. These Policies and Procedures apply to each Work Order you
receive from Safeguard. You should refer to this Reference Guide if you have a policy
question. However, Safeguard reserves the right to add, change, amend and/or delete
any policy at any time, with or without notice. If you have any questions regarding a
specific policy or how the company interprets said policy, please contact your Vendor
Account Manager/Regional. Generally, new positions are set forth in Memos.
This Reference Guide sets forth the Policies and Procedures you are required to follow
while performing any work order for Safeguard Properties.
For overview information that applies to all work orders for Safeguard service lines
please refer to the General Safeguard Procedures.
Independent Contractor Status
This Reference Guide shall not be construed as creating an employee/employer agency,
partnership, or joint venture relationship between you or any of your agents and
employees, and Safeguard Properties, its employees, agents, officers and/or affiliates. It
is the clear intent of the parties that every contractor performing work for Safeguard
Properties shall be and remain an independent contractor and shall not be deemed
employees or agents of Safeguard Properties. No contractor has the right to receive
work from Safeguard Properties. Work is awarded based on performance only and is
determined on an individual basis.
Vendor Score Cards
Vendor score cards are based on quality, on-time submission, and on-time completion.
These will be delivered every week. The expectation of vendors is to complete grass cut
and other orders at a 95% on time completion rate or better.
Point of Contact
•
Please refer to Vendor Memo 1558 for a detailed breakdown of which
department to contact when you have questions.
o http://www.safeguardproperties.com/pub/Safeguard_Properties_Call_Guide.
pdf
2015 Yard Maintenance Field Guide 3
Work Orders
Work Order Expectations
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Very Important: READ the entire work order. The guidelines in this document are
superseded by any work order text.
Each lawn is to remain in compliance with local ordinances/association
standards.
If the property is vacant, the grass should be cut.
Work Order Time Frames
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Initial Grass Cut: Grass must be cut and updated to the Vendor Web page on or
before the due date but within the same month as the due date.
• Ex. Order Due is 4/6/15.
• The earliest this order can be cut is 4/1/15.
Recuts - Month/Bimonthly Grass Cut: Grass must be cut and updated to the
Vendor Web page on or up to 2 days before the due date. Orders completed 3 or
more days prior to the due date will cause the invoice to be denied.
Any order that is late, as defined by not being SUBMITTED to Vendor Web by the
due date, (Open after the Due Date) is eligible for reassignment without a
warning email.
If for any reason, you are going to be late on a work order; update the
commitment date in vendor web. Any reassigned late order can result in a
chargeback if we have to pay additional funds to a different vendor to complete.
Please check Vendor Web multiple times each day for new orders, although an
email is also sent, Vendor Web is the system of records for orders.
For all grass cut orders, grass should be cut even if there is rain. Grass cuts should
only be delayed for weather during lightning storms or where performing the
grass cut would cause damage to the property
Vendors are expected to understand their local weather. If a cut cannot be
completed 2 days before or on the due date because the lawn is snow covered,
or is too wet (cutting will cause damage) a commitment date should be provided
when the cut can and will be completed .
No trip charges will be given on any snow covered properties. Please be aware
of the weather in your area.
2015 Yard Maintenance Field Guide 4
Work Order Requirements
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Grass is to be cut to 2” and all clippings removed from sidewalks, driveway,
flowerbeds, and lawn all sides (front, back, and both sides).
If the property is 1 acre or less the entire lot is to be maintained front, back and
sides of house. If the property is over 1 acre, 1 acre is to be completed with focus
on the front yard, then the sides, and finally the back yard. Place a bid to
complete the entire lot including the section of the property which has already
been cut.
Edging must be completed on fence lines, foundations, driveways, sidewalks, and
flower beds.
Weeds must be trimmed from fence lines, foundations, driveways, sidewalks, and
flower beds and/or rock scape without damaging existing plants or flowers.
Trees, shrubs, and vines must be trimmed 12” away from the structure and
clippings removed if one of the following conditions is present:
• Causing damage to the structure
• Impeding walkways or sidewalks
• Pose a citation or violation risk.
Property should be free of all clippings and incidental debris/ trash removed from
the property.
Mulch any leaves present.
Grass, Clippings, Debris, and Leaves
Grass and Clippings
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Grass is to be cut to 2” and all clippings removed from sidewalks, driveway,
flowerbeds, and lawn all sides (front, back, and both sides).
All grass cuts are billed at flat rate unless the grass is over 1 foot high for more
than 50% of the lawn.
Contractors may invoice $20 for each additional 12 inches of height, when grass is
over 12 inches high, if the order is more than 4 days late your invoice will be
reduced to your flat rate.
• Up to 12” – Flat rate
• 13” to 24”- Flat rate + $20
• 25” to 36- Flat rate + $40
• 37” or higher- place a bid.
2015 Yard Maintenance Field Guide 5
**If grass height exceeds 12 inches detailed before photos are required. The amount
paid will be determined by the average height of the full lawn, one patch of 24 inch tall
grass is not appropriate to bill for height on the full lawn.
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Cut the grass at this property regardless of limited growth during regular grass
cut season. However, ensure you mow over the full property and take during
pictures even if there is limited growth.
DO NOT report “grass not cut” due to limited growth/cut by others. Properties
are to be maintained edging, weed removal, trash/incidental debris removal, etc.
are to be completed.
All clippings are to be removed from the property.
Leaves
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Leaves should be mulched over with your mower.
Debris
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Trash MUST be removed from the property. This includes items such as cans,
newspapers, bottles, or any type of garbage. Vendors are expected to remove up
to ½ CYD as part of the grass cut charge. If the trash exceeds ½ CYD it may be
billed at the appropriate rate. Trash is defined as non-personal, non -appliance,
non - health hazard debris.
If other exterior items are present they must be consolidated in the rear of the
yard. The grass must be cut, do not cut around items left at the property,
consolidate them in the back of the property.
If there is tall grass, please check for debris, before mowing. This will prevent
damage to mowers and neighboring properties
2015 Yard Maintenance Field Guide 6
Trees, Shrubs, Vines, and Weeds
 Shrub and tree trimming and removal should be billed per the appropriate
seasonal pricing guide.
 Shrubs and trees should be trimmed on the initial cut (it will be clearly stated in
the work order) or when one of the following conditions are met:
• Causing damage to the property or touching the property
• Impeding a walkway
• Poses a citation/violation risk
 Trim shrubs and trees 12” away from the structure unless it will kill the plant,
(with the exception of vines which should be removed) and remove clippings.
 If the shrubs are excessively overgrown and cannot be cut for the allowable, take
sufficient photos to support and submit a bid with your update. Be sure to include
the dimensions of the shrubs and approximate man hours to complete.
 Shrubs over 1 story tall or shrubs that have a trunk are considered trees. When
one of the 3 conditions above is met and the tree trimming can be completed
from the ground, complete the tree trimming for the per-tree allowable if it is
present in the work order.
 If trimming cannot be completed from the ground, place a bid specifying the
following:
• Equipment needed
• Man hours
• Debris
• Bid amount
 Saplings are considered young trees that can either be removed by hand or hedge
trimmers/bolt cutters. Weeds should be cut back with a line trimmer. If required
by local ordinance or HOA, the affected area should be sprayed with weed killer.
Please make sure the weed killer used is compliant with governing laws and
regulations.
 Clippings are to be removed. Do not leave them at property.
2015 Yard Maintenance Field Guide 7
Photo Requirements
General
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Provide before, during, and after photos of any shrub trimming, or vine removal
that is completed. If shrub trimming is not necessary, photos of shrubs must be
supplied.
Photo of the address numbers
Photo from the street facing the home/building
Before the work
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Fence lines, front yard, back yard, side yards including beds
During the work
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Weed whacking, edging , mower in the yard (front and back)
After the work
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Edging completed on all paved surfaces
Fence lines, front yard, back yard, side yards, foundation area grass cut including
weeds
A photo with a retail grade ruler showing grass under 2 inches
2015 Yard Maintenance Field Guide 8
Standards
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Before, during and after photos of the front, rear, and side yards on every order.
o Front, rear and side photos should be from the property lines, facing the
house and from the house facing the property lines
•
After photos must contain a photo on all 4 sides of the house and photos of the
wheel tracks on all 4 sides of the house.
All before, during and after photos should include some portion of the house as a
reference point.
Full front and rear yard, before and after are required; close up or insufficient
angles are not acceptable
If property consists of desert landscape, photos of trimming and then spraying
the weeds with weed abatement are necessary. You must report the property as
desert landscaping on your update!
Any additional work must follow the same principles of documentation
Failure to adhere to the photo standards will cause your invoice to be adjusted.
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2015 Yard Maintenance Field Guide 9
Violations and Postings
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Advise Safeguard of any violations/citations posted at the property. The
information below is required when a violation/citation is found.
• A photo of the citation/violation
• Contact name and phone number
• City department and type/purpose of violation,
• Date of violation and compliance date (if noted)
• In addition, please post the sticker referenced in Memo 1211: Code
Enforcement / City Violation Stickers.
Call ext 2197 if there is a violation that you cannot cure within the allowable.
If you find a property posted for demolition, call ext. 2173 from site immediately.
You must ensure that the properties, on your grass cut order list, do not get city
citations or violations for poorly maintained yards. Any violation incurred while
under a vendor’s management may be assessed to the vendor.
Unsecure Issues
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If any of the following conditions are found upon arrival at the property, call from
site to extension 2197, and make sure they are reported on your update with
photos to support.
• Property is found unsecure, do not enter the property.
• Examples: front door kicked in, broken window, etc..
• Unsecure pool meaning uncovered or not behind a locked fence.
• Visible damage to the property that could result in immediate harm.
Updating and Invoicing
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Lots with grass that is less than 10 x 10 feet (100 square feet) are considered
“tiny lots” and are billed at $25 regardless of your flat rate.
Vendor Web mobile is required for 2015 and will be a key factor in determining
work allocation. Fully adopt this as quickly as possible to ensure a smooth
transition and to prevent work being allocated away from your code as a result of
non-compliance.
Submit on vendor web mobile, with Final submission and invoicing on
Safeguard’s Vendor Website (https://vnet.safeguardproperties.com)
2015 Yard Maintenance Field Guide 10
• All completed grass cuts must be invoiced at the amount agreed upon during the
recruiting phase with the Safeguard Recruiter or the tiny lot exception. This amount is
located on your Pay Verification Form.
• All grass cuts under 1 acre must be cut for the agreed upon amount, except for the
tiny lot exception
Currently Maintained (HOA, Condo, Gated Community, Someone Else)
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If the property is maintained by an HOA it is the vendor’s responsibility to report
this to Safeguard. Billing for yards maintained by a HOA is not permitted.
To update an order that the property is maintained by a HOA, condo, gated
community, or someone else (including occupied), photos and information on
who is maintaining the property are required.
Invoice a trip charge if property is maintained by someone else.
If the front of the property has been maintained but the back has not, then you
are required to cut the back yard and charge your flat rate.
No Access
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If you cannot gain access to the rear of a property because the gate is locked, cut
the front yard and report the back yard cannot be cut. Provide photos showing
there is absolutely no access.
You are NOT allowed to cut the pad lock off the gate to the rear. This will leave
the property or pool unsecure. This can result in immediate termination of work.
2015 Yard Maintenance Field Guide 11
Frequently Asked Questions
Q: How do we handle cancelled orders that have already been completed?
A: If the order was cancelled by the client it will appear in your “Canceled Orders”
section on Vendor Web in which case you will have 24 hours to upload and bill the
results.
If the order was cancelled because it is beyond the due date you will not be given the
opportunity to complete the order. Orders are typically canceled due to the order being
late or poor performance. Vendors not at the performance standard are at risk not only
for the cuts with which they are late, but all cuts.
Q: What type of comments should be reported in the comments section? What should
not?
A: Limit your comments to information essential to provide a full report of property
condition. Do not repeat information that has been reported elsewhere in the update.
Unnecessary comments include:
 Grass cut complete
OR
 Thank you
Q: What do I do if I have questions?
A: Questions should be rare. Allowables are described in the work order. Please refer
to Vendor Memo 1558 for a detailed breakdown of which department to contact when you
have questions.
http://www.safeguardproperties.com/pub/Safeguard_Properties_Call_Guide.pdf
Q: What if the grass is over 12 inches tall?
A: Grass over 12 inches tall, but under 3 feet, the grass should be cut and invoiced your
flat rate, plus an additional $20 for every 12 inch increment over the initial 12 inches
2015 Yard Maintenance Field Guide 12
Q: What if equipment rental is needed to complete the initial grass cut?
A: For an initial grass cut ONLY, grass that is 3 feet or taller and requires equipment
rental should be bid. When submitting your bid, be sure to include supporting photos of
the entire yard, and a ruler photo showing the height, as well as specific details. You are
not able to submit a bid on a recut. If equipment is not needed the grass should be cut
for the additional $20 per foot.
Q: What details are needed when submitting a bid for an initial grass cut?
A: The more information to support your bid, the better. Be sure to include the cost of
equipment rental (average brush hog rental cost for a pull behind is $80, while a
standard brush hog averages $250), approximate man hours to complete, approximate
cost of man hours (an average of $20 per hour is used when calculating labor costs),
approximate cost of disposal of clippings, and any other pertinent details, such as hay
fields, multiple cuts, etc) Please note you will be required to provide a receipt for
equipment rental on the approved grass cut per bid order.
Q: What are the guidelines for trimming shrubs?
A: Shrubs should be trimmed when one for the following conditions are met:
•
•
•
Causing damage to the property or touching the property
Impeding a walkway
Pose a citation/violation risk
Trim shrubs and trees 12” away form the structure unless it will kill the plant, (with the
exception of vines which should be removed) and remove clippings
If the shrubs are excessively overgrown and cannot be cut for the allowable, take
sufficient photos to support and submit a bid with your update. Be sure to include the
dimensions of the shrubs and approximate man hours to complete.
Shrubs over 1 story tall or shrubs that have a trunk are considered trees. If you arrive to
a property and one of the 3 conditions above are met and can be completed from the
ground complete the tree trimming for the $40 per tree allowable, if you cannot
complete the trimming for the ground place a bid in the following fashion.
2015 Yard Maintenance Field Guide 13
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Equipment needed
Man hours
Debris
Bid amount
Q: What are the guidelines for weed removal?
A: Weeds in landscaped and paved areas should be removed with a trimmer or weed
whacker without damaging existing plants & flowers.
Q: What is the procedure for leaves?
A: Leaves should be mulched with your mower
Q: What if there is debris or trash in the yard?
A: Trash MUST be removed from the property. This includes items such as cans,
newspapers, bottles, or any type of garbage. Vendors are expected to remove up to ½
CYD as part of the grass cut charge. If the trash exceeds ½ CYD it may be billed at the
appropriate rate. Trash is defined as non-personal, non -appliance, non - health hazard
debris.
If other exterior items are present they must be consolidated in the rear of the yard.
If there is tall grass, please check for debris, before mowing. This will prevent damage to
mowers and neighboring properties
Q: What is the procedure when a property is determined occupied?
A: Direct contact with the occupant is required, report name and phone number of the
occupant on your update
2015 Yard Maintenance Field Guide 14
Q: What if the property lot size is over one acre?
A: If the property is over 1 acre, 1 acre is to be completed with focus on the front yard,
then the sides, and finally the back yard. Place a bid to complete the entire lot including
the section of the property which has already been cut.
Q: What if there are trees and/or vines touching the property?
A: Vines should always be removed from the structure as they are always causing
damage.
Trim trees 12” away from the structure unless it will kill the plant, (with the exception of
vines which should be removed) and remove clippings.
Shrubs over 1 story tall or shrubs that have a trunk are considered trees. If tree trimming
can be completed from the ground, complete the tree trimming for the per-tree
allowable. If trimming cannot be completed from the ground, place a bid specifying the
following:
•
•
•
•
Equipment needed
Man hours
Debris
Bid amount
Q. How are saplings to be addressed?
A. Saplings should be removed.
Q. What if there is a locked padlock preventing access to the rear yard?
A: If you cannot gain access to the rear of a property because the gate is locked, cut the
front yard and report the back yard cannot be cut. Provide photos showing there is
absolutely no access.
You are NOT allowed to cut the pad lock off the gate to the rear. This will leave the
property or pool unsecure. This can result in immediate termination of work.
2015 Yard Maintenance Field Guide 15
Q. What if the yard is maintained by the HOA?
A: To update an order that the property is maintained by a HOA, condo, gated
community, or someone else (including occupied), photos and information on who is
maintaining the property are required.
Invoice a trip charge if property is maintained by someone else.
If the front of the property has been maintained but the back has not, than you are
required to cut the back yard and charge your flat rate.
Q. What if a property is unsecure upon arrival?
A. If a property is unsecure, call ext. 2197 from site. Do not enter the property. Note this
on your update.
Q. What if there is new visible damage to a property?
A. Call ext. 2197 from site only in emergency situations, for all other damages take
proper photo documentation and note in your update.
Q. What if a citation is posted at the property?
A: Take a photo of the citation and provide the following information from the citation
in the comment section of your update: contact name and phone number, city
department, type of violation, date of the violation, compliance date (if noted). If the
citation cannot be cured with the work you are completing call ext 2197 from site to
report. Please note, you must ensure that the properties on your grass cut list do not
get city citations for poorly maintained yards. Any violation incurred while under a
vendor’s management may be assessed to the vendor.
2015 Yard Maintenance Field Guide 16
Q: What photo documentation is required?
General
•
•
•
Provide before, during, and after photos of any shrub trimming, or vine removal
that is completed. If shrub trimming is not necessary, photos of shrubs must be
supplied.
Photo of the address numbers
Photo from the street facing the home/building
Before the work
•
Fence lines, front yard, back yard, side yards including beds
During the work
•
Weed whacking, edging , mower in the yard (front and back)
After the work
•
•
•
Edging completed on all paved surfaces
Fence lines, front yard, back yard, side yards, foundation area grass cut including
weeds
A photo with a retail grade ruler showing grass under 2 inches
Standards
•
•
•
•
•
•
•
Before, during and after photos of the front, rear, and side yards on every order.
o Front, rear and side photos should be from the property lines, facing the
house and from the house facing the property lines
After photos must contain a photo on all 4 sides of the house and photos of the
wheel tracks on all 4 sides of the house.
All before, during and after photos should include some portion of the house as a
reference point.
Full front and rear yard, before and after are required; close up or insufficient
angles are not acceptable
If property consists of desert landscape, photos of trimming and then spraying
the weeds with weed abatement is necessary. You must report the property as
desert landscaping on your update!
Any additional work must follow the same principles of documentation
Failure to adhere to the photo standards will cause your invoice to be adjusted.
2015 Yard Maintenance Field Guide 17
Q. What tasks are required on a grass cut?
A. Please see Work Order Requirements under the Work Order section.