How to Handle Death/ Deceased Homeowner Calls - SOP

PURPOSE: Follow this SOP in the scenario that you receive a call concerning a homeowner’s death.

PROCEDURES: During the Call

STEP 1. Take contact/caller details:

• First and Last Name

• Relationship with the homeowner

• Email Address

• Phone Number

STEP 2. Take down the homeowner’s details:

• First and Last Name

• Property Job Address.

STEP 3. Instruct the caller that they should be receiving an email after the call on which they can reply and attach a copy of the death certificate and executorship, or estate docs.

PROCEDURES: After the call

STEP 4. Create a Jira Ticket in Homeowner Support (EBH) with the following fields:

• Ticket naming convention: [Homeowner Name] Notification

• Description: Job Address

• Assignee: Enter Your Name

• Reporter: The caller’s Email

• Request Type: Account Management

• Support Channels: Phone/Email

• Write a Note to the Caller:

Hello,

It was a pleasure speaking with you today. As per our conversation, please respond to this email with a copy of the death certificate and executorship, or estate documents.

Regards,

STEP 5. Email Cassie, Jessie, and/or Herve with ticket details. Provide a link to the ticket.

STEP 6. Create a linked ticket and transfer them to Account Servicing once the documentation has been received.

• Ticket naming convention: - [Homeowner Name] Notification

• Description: Job Address

• Assignee: Enter Your Name

• Reporter: Account Servicing

• Request Type: Account Management

• Request Participants: Geralyn Farella

• Support Channels: Email

• Write a Note to Account Servicing

Hello,

Please see the attached “Death certificate and executorship, or estate documents” documentation for [Owner Name] and [Job Address]. Please proceed accordingly.

Regards,

STEP 7. Reply back to Homeowner Death - [Homeowner Name] ticket:

Hello,

We have received the documentation and have forwarded it to Account Servicing. They will reach out with the next steps.

Regards,

STEP 8. Close both linked tickets.