Verification and Visit Process

Assessment Completion Stage & Pre Visit Liaison

• Providers are notified via automated email when a verification visit is set up on the system which will include the name and email of the verifier assigned – providers should use these details to make contact with the verifier to arrange a mutually convenient time for the visit to take place

• Access to rooms/flats should be arranged

• The verifier may ask to see additional documentation alongside anything uploaded via the online portal. They will review this alongside the submitted SAQ responses.

• The verifier will also ask if tenants can be made aware of the visit and request to speak with a sample group about their experiences living in the building – for new applicants, membership will not be granted if there are not any students to speak with about their experience living in the building. If no students are available on the day, applicants will be required to arrange phone calls/video calls for the verifier to speak with some tenants at a later time.

• The verifier will expect the staff who are to be involved directly with the verification visit to have had sight of the provider’s Company self-assessment questionnaire response and would expect the Site Manager to have completed the Site self-assessment questionnaire so that they are completely familiar with all areas that will be assessed.

How the Visit Happens And What to Expect

Each verifier will have a slightly different approach to undertaking a site visit, but broadly the core principles and activity is the same:

• A discussion and review of the self-assessment return with the site manager/relevant colleagues

• A site tour, including looking in a number of bedrooms and flats, for which access should be arranged in advance if tenants are present

• Gathering feedback from current tenants on their experience of living in the development. The Site Manager (and any other staff associated with the development and/or the management company who accompany the verifier on the visit) are advised to withdraw at this stage.

• At the end of the visit the verifier will brief the Site Manager and other management staff of the Provider who may choose to be on site for the visit on their findings and highlight any action points that have been identified.

Reviewing and Accepting the Visit Report

Following the visit the verifier will complete their balanced draft report reflecting both good practice identified as well as any shortfalls in compliance and submit this via the portal. The report will consist of:

• Building Synopsis

• General Commentary & Remarks

• Tenant Feedback

• Advisory Matters

• Any relevant actions assigned

• A recommendation (e.g. membership accepted/denied)

Once the report is submitted, providers should review this and accept/dispute actions via the portal. Once the report is accepted, providers should work through the actions and send evidence of completion to the verifier via email.

Progress on verification visits are monitored and reported to the Audit Panel. Membership applications that are recommended by the verifier for approval are also formally approved and ratified at the Audit Panel.

Where Non-Compliance is Found

If the verifier identifies any shortcomings membership of the relevant Code can be refused. If shortcomings are not serious, then the provider is given a set time for putting them right. If they don’t meet these undertakings within the agreed timescale then they can be removed from membership . A member’s compliance with the standards set is tested periodically through further verification visits. Again, non-compliance can result in membership being withdrawn