source:
  type: guide
  id: va-m26-7-ch10-t06
  authority: VA Lenders Handbook (VA Pamphlet 26-7), Chapter 10, Topic 6 — Customer
    Service Expectations
  description: VA Lenders Handbook (VA Pamphlet 26-7), Chapter 10, Topic 6 — Customer
    Service Expectations.
  coverage_tier: operative
obligations:
- id: va-m26-7-ch10-t06-full
  canonical_id: va-m26-7-ch10-t06-full
  section: VA Lenders Handbook (VA Pamphlet 26-7), Chapter 10, Topic 6 — Customer
    Service Expectations
  type: do
  tags:
  - regulator-direct
  - va
  - va-handbook
  - corpus-expansion
  - tier-operative
  primary_source:
    tier: 1
    authority: VA Lenders Handbook (VA Pamphlet 26-7), Chapter 10, Topic 6 — Customer
      Service Expectations
    source_class: va-handbook
    source_url: https://www.benefits.va.gov/warms/pam26_7.asp
    snapshot_id: 454f0e7af6f49c3b
    fetched_at: '2026-05-23T01:53:53Z'
    content_hash: sha256:0551eb031df071b1ef69a627ad29b5a2c41dc00e3e2b9ccd421133b2561fa57d
    paragraph_quote: '6. Customer Service Expectations Change Date March 11, 2019
      • This chapter has been revised in its entirety. a. Appraiser Expectations Appraisers
      who are appointed to VA’s fee appraiser panel are well qualified, experienced
      appraisers. Fee panel appraisers are entrusted with the responsibility of performing
      accurate and timely appraisals for VA’s Home Loan Guaranty program. While VA
      fee panel appraisers are not VA employees, they are among the most visible participants
      in VA’s Home Loan Guaranty program. Appraisers serving on VA’s fee appraiser
      panel are expected to serve Veterans and their mortgage lenders in a professional
      manner at all times. VA is committed to providing the highest level of customer
      service to all Veterans. b. Reassignments without Delay If the VA fee appraiser
      finds that the appraisal request must be reassigned due to a conflict of interest
      or other valid reason, the appraiser must immediately notify the RLC to assign
      another appraiser. c. Appraisal Status Fee appraisers may be contacted by lender
      and servicer employees other than SARs inquiring about the status of the appraisal.
      Fee appraisers are expected to respond promptly, by the next business day at
      the latest, providing an update on when the appraisal report is expected to
      be completed. d. Email Subject Line Timesaver When communicating by email, place
      the VA Loan Identification Number (LIN) in the subject line. Do not include
      any other information such as the borrower’s name or address due to privacy
      concerns. Also state the reason for the request. e. Appraiser’s Notification
      to a Lender When preparing an origination appraisal for a purchase, if the estimated
      market value appears to be below the sales price, the appraiser must notify
      the lender regarding additional market data (see Topic 8 of this chapter). Continued
      on next page VA Pamphlet 26-7, Revised Chapter 10: Appraisal Process 10-11 6.
      Customer Service Expectations, continued f. Appraisal Clarifications The appraiser
      may be contacted by the appraisal reviewer, either a lender’s or servicer’s
      SAR or VA staff, to discuss the appraisal report. Appraisers are required to
      respond by the next business day. If a correction or clarification is needed
      on the appraisal report, a complete, revised appraisal report must be uploaded
      into WebLGY. g. Oversight The work of each fee appraiser is subject to quality
      review. Every appraisal report is desk reviewed by a SAR or VA staff. VA takes
      appropriate action, up to removal from VA’s fee appraiser panel, when appraisers
      fail to meet VA’s expectations for customer service, accuracy, and timeliness.
      VA Pamphlet 26-7, Revised Chapter 10: Appraisal Process 10-12'
  judgment: false
