Draft_Rent_Comp_Study_PWS.pdf

RENT COMPARABILITY STUDY SERVICES

PERFORMANCE WORK STATEMENT

C-1 GENERAL INFORMATION

1.1 General.

The purpose of this contract is to obtain services of an appraiser who, as HUD’s representative, will provide required Rent Comparability Study (RCS) Services for HUD.

The Section 8 Renewal Policy Guide requires that HUD obtain and review Rent Comparability Studies (RCSs) when an owner’s RCS exceeds 110 percent of a threshold established by the Department. The market rents resulting from these studies determine the rents owners can receive and, hence, greatly influence whether an owner will renew and continue providing project-based assisted housing or opt-out of the Section 8 contract and convert to unassisted, market rent housing. The market rents set in these studies also drive HUD's outlays for Section 8 project-based subsidy.

1.2 Background.

Owners hire an appraiser and submit a RCS to HUD. However, where the rents in the owner’s RCS exceeds 110 percent of the threshold, HUD must directly contract for a third-party RCS.

1.3 Objectives.

This request seeks appraisers to prepare RCSs, according to the Section 8 Renewal Policy Guide, in these cases. In addition, where the RCS is being used to establish “after-rehab” rents as part of a Capital Improvements transaction (Chapter 15) the RCS also include an estimate of the “As-Is” and “after-rehab” rents.

1.4 Constraints

A. The RCS must be prepared by, or under the direction of, a Certified General Appraiser who meets all of the qualifications listed in Chapter 9 of the Guide. The appraiser must sign and take full responsibility for the report, but appraisal assistants may contribute to any of the tasks if: 1) the assistant is employed by the same firm as the appraiser, and 2) the report identifies the roles the assistant appraiser performed.

B. The contractor shall not employ or subcontract with any person who is a current or former civilian employee of the U.S. Government if the employment of that person would create a conflict of interest, an appearance of any conflict, or otherwise conflict with Federal or HUD ethics rules. The contractor shall be responsible for resolving any actual or appearance of a conflict of interest and shall not rely on HUD to resolve the issue through reassignment of workload or any other means.

C. Key personnel who will be performing the rent comparability studies shall be listed and a copy of their license will be submitted with the quote package.

D. Special training or education of proposed personnel is to be included in the quote package.

1.5 Description of Services.

A. The contractor shall prepare Rent Comparability Studies for Section 8 contracts identified by the GTR. The contractor shall prepare the study in accordance with the procedures set forth in Chapter 9 of the HUD Section 8 Renewal Policy Guide (the HUD Guide). Should there be any differences between the requirements in this contract and the Guide, the requirements contained in the Guide shall prevail. The Guide can be found at http://portal.hud.gov/hudportal/HUD?src=/program_offices/housing/mfh/mfhsec8

B. The contractor shall furnish all personnel, material, supplies, equipment, transportation and facilities necessary to provide the services required by this contract.

C. Tasks Required in Preparing a RCS

The contractor shall comply with the most current Uniform Standards of Professional Appraisal Practice (USPAP) in the manner discussed in Chapter 9 of the Section 8 Renewal Policy Guide. The contractor shall perform the tasks as required in Chapter 9 of the Guide. The tasks below are examples but an appraiser must consult the Guide to obtain a comprehensive list of required tasks.

Analyzing the subject Section 8 property by:

1. identifying unit types the RCS must cover and classifying unit types as primary or secondary

2. inspecting the subject Section 8 property and its surrounding neighborhood;

3. photographing the subject and comparables;

4. assessing the project's condition, appeal and other characteristics; and

5. identifying any non-shelter services in elderly/disabled units and determining which services are provided by the project and which are accessed through outside agencies.

D. Selecting comparables. For each primary unit type, the contractor must try to locate five comparable units that meet the six conditions in Chapter 9. If the contractor cannot locate five properties that meet all six conditions, the contractor shall select comparables in accordance with the guidance set forth in that same chapter. Appraisers must justify using fewer than five comparables, rent restricted units, units outside of subject's market area or units significantly dissimilar to the subject (e.g., different number of bedrooms, structure type or level of services).

E. Collecting and documenting data on comparables. The contractor must collect data as required by Chapter 9, of the HUD Guide and document the data as required by that section of the HUD Guide. For each primary unit type, the contractor must prepare a Comparable Property Profile and a Rent Comparability

Grid (HUD 92273-S8) as set forth in Chapter 9, and the appropriate Appendix of that chapter. The profile must contain at least the information required by the appendix of that chapter in the HUD Guide. The contractor must prepare the Rent Grid in accordance with the instructions in the appendix. The appraiser should use HUD's Excel form to prepare the Grid, unless the GTR agrees to another method of completing the Grid.

F. Computing an adjusted rent for each primary unit type as directed in Chapter 9 of the HUD Guide.

G. Using the adjusted rents to derive a market rent for each unit type as directed in Chapter 9 of the Guide

H. Preparing the report in the format required by the HUD Guide. The report must comply with the appropriate section and appendix of the HUD Guide. Narratives required in the report must be concise but contain enough information that a person not familiar with the properties and market areas involved can understand how the appraiser arrived at his/her conclusions.

1.6 General Information

A. Non Personal Services. The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. It the Contractor feels any action constitutes, or are perceived to constitute personal services, it shall be the Contractor’s responsibility to notify the Contracting Officer immediately. These services shall not be used to perform work of a policy, decision making or management nature, i.e. inherently Government functions. All decisions relative to programs supported by the Contactor shall be the sole responsibility of the Government.

B. Hours of Operation. The Contractor is responsible for providing services between the hours of [8:00 AM to 4:30 PM, local time (where project is located)] Monday thru Friday except Federal holiday or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. Weekly hours shall not exceed a forty (40) hour work week and a typical work day will be 8 hours each day Monday through Friday. The Government reserves the right to change hours of operation or restrict contractor access. Work outside these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends, after duty hours.

C. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within the Contract when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

D. Special Qualifications The RCS must be prepared by, or under the direction of, a

Certified General Appraiser who meets all of the qualifications listed in Chapter 9 of the Guide. The appraiser must sign and take full responsibility for the report, but appraisal assistants may contribute to any of the tasks if: 1) the assistant is employed by the same firm as the appraiser, and 2) the report identifies the roles the assistant appraiser performed.

E. Post Award/Kickoff Conference. The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Government intends to convene a Post Award Conference with the Contractor within 5 business days after Task Order award. The Contracting Officer will notify the Contractor of the specific date, location and agenda within 10 days after Task Order award.

F. Status Meetings. The Contracting Officer, Government Technical Representative

(GTR) and other Government personnel, as appropriate may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor’s performance or progress of the requirement.

The Contractor will apprise the Government of problems, if any, being experienced.

Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post award conference and subsequent meetings may be held via teleconference.

G. Contractor Travel. HUD will not reimburse the contractor for travel. The

Contractor shall be paid on a monthly basis at the rate specified as the Unit Price shown on the contract/order. The basis for payment will be the submission of acceptable Trip Reports, which meet HUD requirements; the HUD’s Contract Inspector will submit to the GTR, Public Voucher, Form SF-1034 for payment or commercial voucher. (Trip Reports are to be numbered consecutively; on SF-1034 or voucher, indicate numbers for which payment is being claimed). The prices shown for Routine Construction Inspections include all technical and clerical services, materials, supplies, reviews, reports, communications, HUD construction inspection tasks, time, travel, printing, photographic expenses, postage, courier fees and other fees related to the delivery of information to HUD, general oversight, overhead, general and administrative costs, fringe benefits, and profit/fee.

H. Transition Period. The Contractor recognizes that the services under this PWS are vital to the Government and must be continued without interruption and that upon contract expiration, a successor; either the Government or another Contractor may continue them. In order to ensure a smooth transition of services at the beginning and end of contract performance, the Contractor shall provide a Transition-In and a Transition-Out Plan. The Transition-In Plan shall be provided with the Contractor’s Proposal. The Transition-Out Plan shall be provided 120 days after contract award

I. The Contractor shall, upon the CO’s written notice, furnish Transition-In and/or

Transition-Out services as required. The Contractor shall provide sufficient experienced personnel during the Transition period to ensure that the services called for by this PWS are maintained at the required level of proficiency. The Contractor shall participate in transition meetings with the Government as required.

J. Transition-In. (The Contractor shall, upon the CO’s written notice, furnish Transition-

In services as required. As a successor, the Contractor shall have sufficient personnel on board, at no additional cost to the Government, during the sixty (60) day Transition-In period to ensure a smooth transition with the incumbent Contractor.

The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to a program is minimized. During the Transition-In period, the Contractor shall become familiar with the requirements in order to commence full performance of services by the end of the contract Transition-In period. Transition-In is not required if the successor Contractor is the incumbent Contractor.

K. Transition-Out. To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel on board, at no additional cost to the Government, during the sixty (60) day Transition-Out period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor during the Transition-Out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor contractor is achieved by the end of the new contract Transition-In period.

C- 2 DEFINITIONS, ACRONYMS, APPLICABLE DOCUMENTS/PUBLICATIONS

2.1 DEFINITIONS

Business/Work Days Every official work day of the week which are days between and including Monday to Friday. This does not include public holidays and weekends.

Calendar Day Any day of the week.

Continental United States (CONUS) The 48 contiguous States and the District of Columbia.

Contractor A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contracting Officer (CO) A person with authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government.

Note: the only individual who can legally bind the Government.

Defective Service A service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports

Government Furnished Property (GFP) Government-furnished property” means property in the possession of, r directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

Government Technical Monitor (GTM) An individual designated by the Contracting Officer to assist in providing technical direction and monitoring performance under the contract.

Government Technical Representative (GTR) An employee of the U.S. Government appointed by the Contracting Officer to perform contract administration activities in regard to technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

Inherently Governmental Functions Activities that require either the exercise of discretion in applying Government authority, or the making of value judgments in making decisions for the Government.

Key Personnel Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel clause. When key personnel are used as an evaluation factor in best value procurement, offerors can be rejected if they do not have firm commitments from the persons that are listed in the proposal.

Non-personal Services Contract A contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

Performance Requirements Summary (PRS) A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met (and optionally, any maximum payment for meeting the acceptable quality level (AQL) and any deduction from payment for not meeting the AQL).

Performance Standard The Contractor’s performance level required by the Government.

This is also known as the acceptable quality level (AQL).

Performance Work Statement (PWS) A statement of work for performance based acquisitions that describe the required results in clear, specific and objective terms with measurable outcomes.

Physical Security Actions that prevent the loss or damage of Government property.

Quality Assurance (QA) Policies and procedures adopted by the Government to ensure that supplies and services acquired under Government contracts conform to the contract’s quality requirements.

Quality Assurance Surveillance Plan (QASP) A plan describing how the agency will survey, observe, test, sample, evaluate and document the contractor’s performance in meeting critical performance standards identified in the contract.

Quality Control (QC) All necessary measures taken by the Contractor to assure that the quality of an end product of service shall meet contract requirements.

Service contract A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

Shall Used to express what is mandatory.

Subcontractor Any person , other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered into in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor. The Government does not have privity of contract with a subcontractor.

Work Week Monday through Friday, unless specified otherwise.

2.2 ACRONYMS Do we need these acronyms?

ACWP Actual Cost of Work Performed

AQL Acceptable Quality Level

ARAMS Automated Renewal and Amendment System

BAA Business Area Analysis Study

CBT Computer-Based Training

CCB Change Control Board

CCMB Configuration Change Management Board

CFO or OCFO Office of the Chief Financial Officer of HUD

CFR Code of Federal Regulations

CIO or OCIO Office of the Chief Information Officer of HUD

CLIN Contract Line Item Number

CO Contracting Officer

COB Close of Business

COR Contracting Officer Representative

CPO Office of the Chief Procurement Officer of HUD

CR Change Request

DACA Days After Contract Award

EAC Estimate at Completion

EST Eastern Standard Time (U.S.)

ETC Estimate to Completion

GAO U.S. General Accounting Office

GTM Government Technical Monitor

GTR Government Technical Representative

HARTS HUD Automated Release Tracking System

HTC HUD Test Center

HUD U.S. Department of Housing and Urban Development

HUDAR HUD Acquisition Regulation

HUD/ISG Internet Services Group within the Telecom Processing Division

HUDATWORK HUD’s Intranet Web Site and related WEB pages.

HUD Web HUD’s Intranet Web Site and related WEB pages.

IG or OIG Inspector General (Office of)

IPT Integrated Project Team

ISP Information Strategy Plan

IT Information Technology

IV&V Independent Validation and Verification

LAN Local Area Network

LOE Level of Effort

NLT Not Later Than, or No Later Than

OCPO Office of the Chief Procurement Officer

OIG Office of Inspector General

OMB Office of Management and Budget

PCAS Project Cost Accounting System

PIV Personal Identity Verification

PL Public Law

PM Project Manager

PPM Project Planning and Management

POC Point of Contact

POP Period of Performance

PPM Project Planning and Management

PR Problem Report(s)

QA Quality Assurance

QASP Quality Assurance Surveillance Plan

QCP Quality Control Plan

ROM Rough Order of Magnitude

SF Standard Form

TBD To be determined

U.S.C United States Code

WSR Weekly Status Report

2.3 APPLICABLE REGULATIONS/MANUALS/DOCUMENTS/PUBLICATIONS:

A. 1.HUD Section 8 Renewal Policy Guide

B. The Contractor shall abide by all applicable regulations, publications, manuals, and policies and procedures in the performance of this contract

GOVERNMENT FURNISHED PROPERTY AND SERVICES. The Contractor shall ensure accurate control and accountability of all Government Furnished Property in accordance with terms and conditions of this contract. The Government will furnish, at no cost to the Contractor, the GFP shown below. – N/A]

C-3 Government Services N/A

3.1 Facilities N/A

3.2 Equipment N/A

3.3 Materials N/A

3.4 Quality Assurance (QA). The Government shall evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance and the minimum acceptable quality level.

C-4 CONTRACTOR FURNISHED ITEMS AND SERVICES.

The Contractor shall furnish, all facilities, equipment and supplies required to perform the work under this contract that are not listed under Government Furnished Property and Services

The CI shall provide all management, supervision, personnel, equipment, materials, supplies and other items and services necessary to perform, schedule, coordinate, and assure effective performance of all assigned construction inspections for multifamily properties as defined in Section C. HUD also may also perform inspections of projects located in the areas specified in the contract if determined to be in the best interest of the Government.

4.1 Contractor Responsibilities. The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing and updated as necessary throughout the contract period.

U.S. Government records, copies of original results and reports, verified original data, corrected data and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S. Government. These files/results must be surrendered to the GTR.

4.2 Contractor Personnel. The Contractor shall provide a Contract Manager/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the Contract Manager. These Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, “Key Personnel”. The Contract Manager/Project Manager or alternate shall have full authority to act on all contract matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to actually receive assignment, guidance and direction from the GTR, GTM and CO per HUDAR 2452.237-73, Conduct of Work and Technical Guidance and shall be allocated enough hours to the requirement to ensure successful performance. These points of contact shall each be an employee of the Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract Manager/Project Manager or alternate shall be available between the hours of 8:00am to 4:30pm, Monday through Friday EST, except Federal Holidays or when the Government facility is closed for administrative reasons.

4.3 Identification of Contractor Employees. All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees. When conversing with Government personnel during business meeting, over the telephone or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer shall identify their work space area with their name and company affiliation, or as a minimum, “Contractor” after name.

4.4 Quality Control. The Contractor shall establish and maintain a complete Quality Control

Program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non reoccurrence of defective services. The Contractor’s quality control program is the means by which he assures himself that his work complies with the requirements of the contract. The Contractor shall provide the associated Quality Control Plan to the Government as directed.

1 Quality Control Plan. The Contractor shall develop, maintain, enforce and document a Quality Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor’s methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor’s methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance Surveillance Plan (QSAP). The QCP shall also provide the Contractor’s methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government’s QASP. The QCP shall address Quality Management Approach, Quality Assurance, Quality Control and Quality Standards.

C-5 SPECIFIC TASKS

See Section 1.5 above

5.1 SCOPE OF WORK.

See Section 1.5 above

5.2 TRANSITION ACTIVITIES UPON AWARD

1 The CI shall mobilize and be prepared to begin performing construction inspection services as describe herein within 7 calendar days after contract award.

2 The post-award conference shall be conducted in accordance with procedures provided by the Contracting Officer upon award which should be within 10 days of contract award.

3 Within 15 days after contract award the HUD CM and GTMs shall conduct transition meetings with the CI Key Personnel in the contract. These meetings are mandatory for the purposes of familiarizing CI personnel with all existing projects currently under construction or requiring warranty inspections within each contract area. During these meetings the CI shall be provided familiarization training of HUD requirements. However, the CI should become familiar with these requirements prior to the submission of their proposal.

C-6 DELIVERABLES AND MILESTONES.

6.1. The Contractor shall complete all work, deliver all deliverables and adhere to all milestones as specified herein. Any papers, recommendations, etc. that the Contractor submits are drafts, not final copies. The Government reserves the right to make changes to delivery dates.

Within 20 business days of receipt of HUD's RCS order or within any alternate agreed upon time by the GTR, the contractor shall submit two sets of the following, in hard copy, to the GTR. The GTR for this action is TBD. The telephone number is TBD. The GTR's email address is TBD. Each of these materials must meet the applicable requirements of Chapter 9 of the Guide. If the GTR requests it, the contractor must submit the Rent Comp Grid in Excel on disk or via email. At a minimum, the deliverable must contain the elements set forth in the appropriate section of Chapter 9 of the Guide:

1. Appraiser's Transmittal Letter

2. Scope of Work

3. Description of Subject Property (including color photographs)

4. Identification of the Subject's Market Area

5. Description of Neighborhood

6. Narrative Describing Selection of Comparables

7. Locator map for Subject and Comparables

8. Rent Comparability Grid (HUD 92273-S8) for Each Primary Unit Type

9. Narrative explaining adjustments and market rent conclusions (one set of explanations for each Rent Grid)

10. Comparable Property Profile for each Comparable (including a color photograph)

11. Appraiser's Certification

12. Appraiser's License (only if relying upon temporary license)

C-7 PERFORMANCE REQUIREMENTS SUMMARY (PRS).

7.1 The summary chart below lists the contract’s primary requirements, the associated performance standards, the expected target performance and the methods of surveillance. While several contract requirements are not listed in the chart below, requirements not appearing on the PRS chart do not negate the Contractor’s obligation to perform all requirements as specified in the contract.

Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement, whether or not listed below, is unacceptable.

7.2 HUD will develop a Quality Assurance Surveillance Plan to be used to provide contract oversight.

In conjunction with the Contractor’s Quality Control Plan and various other methods of assessing performance, the GTR and GTM will perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met.

7.3 Regular review of Contractor performance is critical to the overall success of the contract. On a monthly basis, the GTR will evaluate the quality of the product or services. These performance standards will be fully enforceable starting 45 days from date of contract award.

7.4 The PRS headings are defined as follows:

Performance Measure – This column lists the service the Contractor must perform as indicated in the PWS.

Performance Objectives (PWS Reference) – This column lists the applicable outcome (service required) as stated in the PWS.

Performance Standard for Excellence – States the performance standard(s) that the Contractor must meet as set forth for completeness, reliability, accuracy, timeliness, quality

Minimum Acceptable Quality Level (AQL) – Percentage or minimum required acceptable level of service, [i.e., no more than one customer complaint per report]

Surveillance Method – Lists the assessment/monitoring method the Government will use to evaluate the Contractor’s performance in meeting the contract requirements and indicates who performs the surveillance. Definitions of methods of surveillance are below.

1. 100% Inspection. One hundred percent inspection shall be used for those products and services, which are considered critical tasks. All tasks that utilize this method of surveillance shall be reviewed by HUD and certified for its completeness, accuracy, and conformance to HUD’s standard.

2. Validated User Complaints. User complaints will be received through various means of communications, telephone calls, email, forum entries, etc. User complaints will be recorded and maintained by HUD.

3. Periodic Inspection. Predetermined plans for inspecting part of the work are established using the scope of work.

4. Random Sampling. Services/products are sampled to determine if the level of performance is acceptable.

5. Third Party Audit. A third party will inspect and certify products/services for completeness, accuracy and conformance with acceptable performance level.