Code of conduct

Code of Conduct

Introduction:

This document the Code of Practice (‘the Code') for Wall Street Surveys (the company). The Code sets out the principles that must be applied and followed by all persons who represent the company.

The purpose of the code:

The purpose of this Code of conduct is to form the rules and standards that are expected and to inform clients and members of the public about the code of conduct that they can expect from the company and its representatives. This Code aims to promote the best standards of practice and the confidence in the integrity of all who represent the company.

Application:

All persons who represent the company must ensure that they understand and comply with this Code. A failure to comply with the Standards set out in the code will lead to disciplinary, re-training or other appropriate action.

Personal and Professional Standards

All representatives of the company must at all times:

Act with integrity; be honest and trustworthy, open and transparent.
Disclose to the company any or all of the following matters: that they have been charged or convicted of a criminal offence in the UK or elsewhere; that another has referred them for a disciplinary hearing to an Accreditation Scheme, professional body, trade association or regulatory body, or other similar organisation; that a disciplinary allegation has been found proved against them by another Accreditation Scheme, professional body, trade association or regulatory body, or other similar organisation; the institution against them of bankruptcy or directors' disqualification order; the making of a bankruptcy or directors' disqualification proceeding; or if they enter into an individual voluntary arrangement with creditors.
Assist the company in any disciplinary inquiry involving another person who has carried out work for, or on behalf of The company.
Recognise the limits of their professional or qualified competence.
Keep their knowledge and skills up to date.
Avoid abusing their position.
Comply with the requirements of any professional or trade association, or accreditation scheme to which they belong.

All representatives of the company must not engage in conduct that:

Damages the reputation of the company;
Diminishes public or client confidence in the professionalism and conduct of the company or damages the trust placed in the company by lenders and other professionals who may need to rely upon their work.
Must not exploit the vulnerability of consumers or take advantage of their lack of knowledge of the home buying and selling process.

Home Inspectors and Domestic Energy Assessors must also adhere to the Code of Conduct required by the membership and registration of their professional Accreditation Scheme.

Identification

All representatives of the company when visiting clients must provide formal identification. Home Inspectors and Domestic Energy Assessors representing the company must use identification provided by their Certification Scheme.

Skills, ability and personal and professional development

All representatives of the company must:

Act only if competent to do so.
Carry out their work with reasonable skill and care.
Maintain their professional knowledge and/or skill.
Observe and maintain the laws and statutory codes of practice that affect their work.

Conflicts of interest

Must not give or accept any inducement, gift or hospitality that may affect or be seen to affect their judgement.
Must at all times give an honest and unbiased opinion.
Must not carry out any work if to do so would cause a conflict with the interests of the seller or client.
If, in the course of carrying out any agreed service a conflict with the interests of the seller arises, then the service should be terminated with a clear written statement giving the reasons.
If a risk of conflict arises, written notification must be given to all parties by the company or individual that has any personal or business relationship with any person involved in the sale of the property and that all parties must confirm in writing that they understand the implications of the information.

Confidentiality

Customers must be advised that the contents of a Home Information Pack, by law, have to be placed on a Public Register (also the information about the completion of a Home Condition Report has to be placed on the Register of Home Condition Reports, similarly for an Energy Performance Certificate).
All representatives of the company must treat all customers personal information as private and confidential (even when they are no longer a customer of the company).
The company and its representatives must not reveal any personal information about sellers unless: The sellers have given permission for the information to be revealed; or the company is required to reveal the information by law; or there is a ‘common law' duty to the public to reveal the information.
The company must notify sellers that their contact details may be used during the process of any service provided for monitoring the compliance and performance of any persons acting for or on behalf of the company.
The company will hold and store all client information in accordance with the Data Protection Act.

Diversity

The Company and its representatives must not unlawfully or unjustifiably discriminate against any individual and must not discriminate against any individual on the basis of gender, race or disability or allow their views of the lifestyle, culture, belief, colour, gender, sexuality or age of others to prejudice their professional practice and relationships.

Advertising

The company may only promote and advertise their services in a clear, honest and lawful manner. Any advertisement placed by the company must comply with statutory and national standards to ensure that all advertisements are legal, honest and truthful and that they are clearly identifiable as an advertisement.

Marketing

Must operate under fair and honest sales practices.

And must not:

Engage in any commercial practices that are misleading or likely to mislead buyers, sellers or lenders, clients or any professional associated with the buying, rent or sale of houses.
Use physical force, harassment, intimidation or undue influence.
Be party to charging fees that are discriminatory or excessive.
Exploit the trust, vulnerability or lack of experience of the public or sellers or buyers; or encourage or condone unsafe or harmful practices.
Home Inspectors or Domestic Energy Assessors carrying out work on behalf of the company must not offer other services and/or products without having the agreement of the company.

If allowed to do so they must:

Act lawfully and responsibly in sending sellers or buyers details of those services and/or products; and declare, to the company, any financial benefit that they may receive as a result of sellers or buyers using those services and/or products.

Insurance

Home Inspectors and Domestic Energy Assessors must ensure that all Certificates undertaken by them are covered by adequate and appropriate indemnity insurance cover, as prescribed in the insurance standards adopted by Accreditation Schemes.
The Company will take out the appropriate insurance cover necessary to enable it to supply its services in compliance with the law.

Complaints procedure

All representatives of the company shall participate in the company complaints procedure and must ensure that complaints are initially acknowledged by via telephone, email, letter, fax or in person, and the acknowledgement sets out a likely timescale for resolving the complaint, all complaints will be documented in the customer complaints log, a named representative will be made responsible for the complaint, all attempts will be made to satisfy the complaint, should the complaint remain unresolved the complainant is made aware that if they want to take their complaint further, the complaint can be referred to an Independent Appeal Panel, who have not been directly involved and who have no direct interest in the decision, who will adjudicate an impartial result to the complaint under appeal. Any Home Inspectors and Domestic Energy Assessors representing the company must participate in a complaints handling system as prescribed by their Accreditation Scheme.

Legislation

All representatives of the company will carry out all work and services that comply with all current legislation.
All representatives of the company will comply with all officially published guidance in providing Home Information Packs and other Services and products as appropriate.

Health and safety legislation - Health and Safety at Work Act 1974

All work and services will comply with the Act and any other Health and safety legislation that may be relevant to the business.

Compliance with Security of Information legislation - Data Protection Act 1998.

All representatives of the company will carry out work and services in compliance with the Act.

Limitations

If any circumstances should arise that stops the completion of any work or service due to any statutory or voluntary limitation infringements, conflicts of interest or any other reason that may prevent completion the client must be informed immediately in writing giving a clear explanation of reason.

Publicity

This code must be available to a member of the public or customer upon request.

Consumer protection

All representatives of the company must act in an open and transparent way in all dealings with the public.