FAQ's

Here are some “Frequently Asked Questions” that will inform you of anything you are unsure about. If there is anything further that you are unsure of or would like some more information on something, please contact KeyHIPS via our email.

FAQ Sub-Categories:

General

Costs and prices

Website

HIP process (background)

Ordering a HIP

Support

General
+	What should I do if I am not receiving any emails from KeyHIPS?
	It is possible that you are experiencing some difficulties with your spam settings. Please check that any emails from KeyHIPS have not gone to your spam folder. If it has, add KeyHIPS to your email white list and you will automatically receive all our emails.
+	How can I improve the energy rating of a property?
	Within your HIP, you will find an EPC (Energy Performance Certificate). This is an assessment of your home’s current energy rating (i.e. how efficient your property is at retaining heat and energy). The EPC will also include various suggestions on how to improve this energy rating. At KeyHIPS, we also feel that as a HIP provider, we should help guide you in the right direction if you should wish to increase the efficiency of your property. To get some ideas on how this can be done, please check out our links page.
+	What does 24/7 Order and tracking actually mean?
	24/7 Ordering and Tracking means that you may order and view the progress of your Home Information Pack at any time. Our ‘Intelligent Tracking System’ allows you to view which parts of the HIP are complete.
+	How can quality vary between HIP providers?
	We do not wish to comment on other HIP providers but instead, we prefer to show you our commitment to quality: All our staff are specially qualified and trained. We follow the ISO 9000 quality standards. KeyHIPS carries full Professional Indemnity Insurance (PII) to maintain compliance. We go above and beyond the government guidelines and the standards set by the registered agencies relating to HIPs. These include: 1) Association of Home Information Pack Providers (AHIPP) 2) HIPCode (PCCB) 3) SearchCode (PCCB) We follow specific operational procedures and controls to ensure these guidelines are met.
+	As a Business, what do I have to do to start working with KeyHIPS?
	To register with KeyHIPS as a business user, we will need basic contact information to set up your login details. Please contact us or request a call-back to get everything set up.
+	Why choose KeyHIPS over another HIP provider?
	KeyHIPS offers you very competitive prices and there is always someone available to answer your queries. To ensure that we keep on getting repeat referrals from the Estate Agents we support, it is important that every HIP goes as smoothly and efficiently as possible.
Costs and prices
+	What are my payment options?
	1. Credit/debit card 2. Cheque 3. Bank transfer (BACS) 4. Deferred payment (Buy now, pay later) All payments need to clear before the work is commissioned.
+	KeyHIPS secure payment facilities
	KeyHIPS has provided facilities for payment via the online payment company PayPoint who provide a highly secure system to ensure that your payments are processed as safely as possible.
+	Deferred Payment Option details
	First and foremost, we do not recommend this service as it is a very expensive and will slow down the process of placing any property on the market. KeyHIPS will charge an additional financing fee for our deferred payment service to be payable by card with the order. The total order price (excluding the deferred payment fee) will become payable when:     The property is sold OR     Your property is removed from the market OR     You have moved your property to a different selling agent OR     Six (6) months have passed. (whichever option comes first) The procedure is: We process your order + partial upfront payment occurs. We send you a contract. You sign and return the contract. We start to compile your HIP.
+	Can I order additional searches for a HIP after I have already ordered it?
	Should you require any additional extras such as further copies of the HIP, environmental searches or such like, these can be ordered at any point even after the HIP has been commissioned.
+	Why can the price of an EPC vary?
	An Energy Performance Certificate is an assessment of a property and so therefore can change depending on the size of the property. For larger properties, the assessment will take a lot longer for the assessor to carry out and therefore will cost more.
Website
+	What is Tracking?
	This is a system that we have developed which can track your order through the different components of the HIP. This allows you a breakdown view of the current progress of your HIP, therefore keeping yourself and us at KeyHIPS up to date at all times. The tracking service has been specifically designed to be simple and easy to use.
+	What happens if I have forgotten my password or login details?
	If you have forgotten your login details, all you need to do is call KeyHIPS and we will reset your password and tell you what your login username is.
+	If there is a problem with the website, what should I do?
	If you believe there is a problem with the KeyHIPS website, please call us or email us so that we can solve the issue
HIP process (Background)
+	Where, Why and When did HIPS come about?
	The Home Information Pack or HIP was introduced as a provision of the Housing Act 2004. The principle of the HIP is to reduce the number of failed residential property transactions by providing important information to the prospective buyer before an offer is made. The information includes local planning, drainage and water, ownership and environmental considerations. The HIP became compulsory on all properties with 4 bedrooms or more on the 1st August 2007. This was later extended to 3 bedroom properties on the 10th September 2007. Since the 14th December 2007, HIPs became compulsory for all properties being marketed for sale. Finally, since 6th April 2009, certain components of the HIP MUST be complete before a property may be legally marketed. This pre-marketing pack has be termed a “SkinnyHIP.”
+	What is a SkinnyHIP?
	The SkinnyHIP contains the compulsory* documents for legal marketing to take place: Index Energy Performance Certificate (EPC) **Land Registry Documentation (Title Register + Title Plan) Sale Statement Property Information Questionnaire (PIQ) *Marketing may commence if any of the above documents are outstanding for more than 14 days **If the property is unregistered then the SIMR must be included for marketing to commence
+	What is included in a full HIP?
	The Home Information Pack consists of the following compulsory documentation: Residential Personal / Official Local Authority Search The Local Authority Search is a check against any plans that may affect the property being sold. It specifically looks at any changes in road layout, new building developments, alterations to land use and public rights of way. Drainage and Water Search The Drainage and Water Search includes information relating to the connection of water and sanitation services, adoption agreements, services within the property, statutory agreements, basis of charging for services and proximity to public system, etc. Energy Performance Certificate An EPC is a property’s Energy Efficiency and CO2 rating on a scale of A-G (A being most efficient). The EPC is issued by a Domestic Energy Assessor (DEA) following a survey of the property. Land Registry Title Documents The Land Registry Official Title documents provide information on the current registered owner(s) of the property, their associated rights and the boundaries of the properties illustrated on a plan. Sale Statement The sale statement should provide some basic information about the property sale. (The address of the property being sold, whether the property is freehold, leasehold or commonhold, whether the property is registered and whether the property is being sold with vacant possession). Additional Leasehold or Commonhold documentation If the tenure of the property being sold is leasehold or Commonhold, then additional documentation will be required in order to make the HIP compliant. Details of the additional documentation can be found on the official Association of Home Information Pack website. www.homeinformationpacks.gov.uk Additional approved documents may also be included although all of these documents are optional.
+	When do I not require a HIP?
	The property is marketed as non-residential. Where the most recent use was non-residential or the property has the necessary consent to be converted. The property is sold with existing tenants who will not be moving out. Local authority with “right to buy” transactions (vacant possession not given). ‘Seasonal’ and ‘Holiday’ homes. If occupied for less than 11 months out of the preceding 12 months and/ or the use is only for holiday accommodation (based on planning restrictions). The property is used for both residential and business/ commercial activities. The property is part of a portfolio of properties sold. The property may not be sold individually. The property is being sold along with a commercial property. The property is outside England and Wales. Unsafe properties. The property is unoccupied. It must pose a serious risk to health or safety and must be unsuitable for occupation in its existing condition. The property is due to be demolished. The property is suitable for redevelopment and appropriate planning permissions are in place. The property is a working farm – over 5 hectares and animals kept for an income. The property is being sold to friends & family (no advertisement).
+	What is required if the property is unregistered?
	For sales of unregistered land, the HIP must contain copies of a certificate of an official search of the index map and the documents that the seller intends to rely on to provide evidence of title to the property, and therefore the right to sell it. KeyHIPS will ask the Seller to provide this “Proof of ownership.”
+	Do new homes still require a HIP?
	Where a home is marketed "off-plan" before it is physically complete, it will need a HIP. However it will only include a Predicted Energy Assessment, instead of a complete Energy performance certificate. This will be produced from the design plans for the buildings rather than a physical inspection of the property. See the official Government website to read more information about HIPs and new homes.
+	How does a HIP become invalid?
	A HIP is a statement about your property at that point in time so, with time, the local area and the property itself can go through changes, and so the HIP becomes less accurate and ultimately unusable. This is important for companies such as mortgage suppliers.
+	What is an Energy Performance Certificate?
	An Energy Performance Certificate, or EPC, is the product of an energy survey that is carried out by a qualified Domestic Energy Assessor (DEA). The certificate provides two separate ratings to indicate the overall efficiency of the property and the associated CO2 impact. The certificate also includes instructions on how to improve the overall energy efficiency of the property. You can see some of the ways to improve your property’s energy efficiency by looking at our links page.
+	How long does a HIP take to compile?
	It is difficult to say exactly how long a HIP takes to compile as it varies greatly depending on location and availability for access to the property. You may, however, start marketing the property as soon as the “SkinnyHIP” is complete. It is also important to remember that the time needed to compile a HIP for unregistered properties will be determined by how long the seller takes to provide proof of ownership.
+	Are printed copies of the HIP mandatory?
	No. The government legislation regarding HIPs states there is no legal requirement to have a printed version of a HIP. (On the condition that the pack is in a readable structure and is easily accessible to potential buyers). We would, however, recommend a printed copy as your Solicitor will in many cases prefer to work with a paper version.
+	Where can I get further information?
	The Government Website has all the relevant information concerning Home Information Packs: http://www.homeinformationpacks.gov.uk/consumer/. Also, you can visit our additional links page to access more information.
Ordering a HIP with us
+	Can I use my own preferred energy assessors to provide the EPC?
	Yes. At KeyHIPS, we allow a high level of flexibility. You can choose to employ your own DEA or use one of our recommended DEAs. KeyHIPS is also very happy to receive recommendations for Assessors.
+	How does a vendor receive the HIP?
	Once the HIP has been completed, all parties involved receive an email notifying them of completion of the HIP. This email will contain a link to download the completed HIP. Any prospective buyer can be sent the HIP electronically or if they wish for a printed copy, KeyHIPS can provide bound colour copies for a small extra cost.
+	Can I add my company logo to the HIP?
	Yes. Your company logo may be displayed on the front cover of the HIP. This service is available for free. Just send us your logo to logo@keyhips.com.
+	How do I order a hard-copy, optional searches or other additional services?
	KeyHIPS understands the importance of being able to tailor a HIP to your particular needs. To ensure we provide you with exactly what you need, we have created a ‘Call-back’ function. In this way, by entering what additional features you require, we will return your call at the agreed time to ensure we personally deal with your query.
+	Can I track my HIP as it is being processed?
	Yes, you will be provided with a fully automated tracking service for every HIP commissioned as well as a login portal to organise and keep on top of multiple HIP orders, where applicable.
+	What will happen after I have completed the order form online or in writing?
	If you paid by card, we will immediately start the process. If you do a bank transfer, the funds first need to clear before we commence work. Deferred payment requires us to send you a written contract which you must sign and return to us. This is all done by post so there will be a time delay which means that a property can’t be marketed until the contract is signed by both parties and the “SkinnyHIP” is completed
+	In what format is the pack available?
	The pack can be downloaded as well as supplied by paper hard-copy. (Other formats may be available upon request).
Support
+	How do I contact KeyHIPS?
	Please visit our “Contact US” page.
+	How will I learn to use the system?
	As long as you can find your basic way around a PC, use email and the internet, then you will have no problem using our system as it has an incredibly simple and easy-to-use interface.
+	If I have any problems, will KeyHIPS support me?
	KeyHIPS has an enthusiastic Support Team of knowledgeable staff who are always available through our call back service as well as via email.
+	How can I order a HIP without having to use a computer?
	To cater for everyone's needs, you can call us and process the order over the phone with one of our experienced advisors.

Our Promise

We at KeyHIPS go above and beyond what is required by the governing bodies to provide a compliant HIP. Furthermore, we carry Professional Indemnity Insurance with 6 years runoff Cover to ensure you are fully covered.

 

 

Great Customer Service!

We at KeyHIPS believe in great customer service. If you ever have constructive feedback for us, please do let us know so that we can try to improve on our service to you!