nhie home inspection manual - nhie study...

NHIE HOME INSPECTION MANUAL

Bruce A. Barker

NHIE Home Inspection Manual

Copyright © 2015 by Examination Board of Professional Home Inspectors, Inc. (EBPHI) All rights reserved. No part of this book may be reproduced or retransmitted in any form or by any means without the written permission of the copyright holder.

Publisher’s Cataloging-in-Publication Data

Bruce A. Barker

NHIE home inspection manual / Bruce A. Barker

Includes bibliographic references and index.

ISBN 13: 978-0-9964518-0-2

1. Housing- Standards --Popular works. 2. Building laws--Popular works. 3. Dwellings--Design and construction--Standards--Popular works. I Title.

xiContents

TABLE Of CONTENTS

1: SITE CONdITIONS ...............................................................1INTRODUCTION ......................................................................................................1SITE COMPONENT TERMS ....................................................................................1RETAINING WALLS..................................................................................................2

Introduction .................................................................................................................................... 2Construction ................................................................................................................................... 3Defects, Maintenance, Safety, Standards ................................................................................... 5

GRADE AND DRAINAGE ........................................................................................5Introduction .................................................................................................................................... 5Common Drainage Systems ......................................................................................................... 7Defects, Maintenance, Safety, Standards ................................................................................... 8

VEGETATION ...........................................................................................................9Introduction .................................................................................................................................... 9Defects, Maintenance, Safety, Standards ................................................................................. 10

DRIVEWAYS, WALKWAYS, AND PATIOS .............................................................10Driveway ....................................................................................................................................... 10Walkway ....................................................................................................................................... 11Patio ............................................................................................................................................... 12Construction ................................................................................................................................. 12Defects, Maintenance, Safety, Standards ................................................................................. 14

STOOPS AND PORCHES ......................................................................................15Introduction .................................................................................................................................. 15Construction ................................................................................................................................. 15Defects, Maintenance, Safety, Standards ................................................................................. 16

BALCONIES ...........................................................................................................17Introduction .................................................................................................................................. 17Construction ................................................................................................................................. 17Defects, Maintenance, Safety, Standards ................................................................................. 18

DECKS ....................................................................................................................19Introduction .................................................................................................................................. 19Construction ................................................................................................................................. 19Defects, Maintenance, Safety, Standards ................................................................................. 30

REVIEW QUESTIONS ............................................................................................32

2: ExTErIOr COMPONENTS ...............................................33INTRODUCTION ................................................................................................... 33ExTERIOR COMPONENT TERMS ...................................................................... 33WALL COVERINGS AND RELATED TRIM ........................................................... 34

Introduction .................................................................................................................................. 34Adhered Masonry Veneer .......................................................................................................... 35Aluminum Siding (also Steel Siding) ....................................................................................... 36Asbestos Cement Siding ............................................................................................................. 37Brick Veneer (also Natural Stone) ............................................................................................. 37

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Fiber Cement Siding .................................................................................................................... 40Hardboard Siding ........................................................................................................................ 42Insulbrick Siding .......................................................................................................................... 43Stucco – Cement ........................................................................................................................... 43Stucco – EIFS ................................................................................................................................ 44Vinyl Siding .................................................................................................................................. 45Wood Structural Panel Siding ................................................................................................... 46Wood Siding ................................................................................................................................. 47Wall Covering Trim ..................................................................................................................... 48

EAVES AND ASSOCIATED TRIM ......................................................................... 50ExTERIOR DOORS ...............................................................................................51

Hinged Doors ............................................................................................................................... 51Sliding Doors ................................................................................................................................ 53Bulkhead Doors ........................................................................................................................... 53Door Safety Issues ....................................................................................................................... 54Defects, Maintenance, Safety, Standards ................................................................................. 56

ExTERIOR WINDOWS ..........................................................................................57Window Safety Issues ................................................................................................................. 61

STEEP SLOPE ROOF COVERINGS ..................................................................... 63Introduction .................................................................................................................................. 63Asbestos Cement Shingles ......................................................................................................... 63Asphalt (Fiberglass) Shingles..................................................................................................... 64Concrete and Clay Tiles .............................................................................................................. 66Fiber Cement Roofing ................................................................................................................. 69Metal Shingles .............................................................................................................................. 70Metal Panels ................................................................................................................................. 72Slate Shingles ................................................................................................................................ 74Synthetic Component (Polymer) Roof Coverings .................................................................. 76Wood Shingles and Shakes ........................................................................................................ 76Ice Dams ........................................................................................................................................ 79

LOW SLOPE ROOF COVERINGS ........................................................................ 80Introduction .................................................................................................................................. 80Built-Up Roof Membranes (BURs) ............................................................................................ 81Mineral-Surfaced Roll Roofing .................................................................................................. 82Modified Bitumen Roofing......................................................................................................... 83Polyurethane Foam Roofing ...................................................................................................... 85Single-ply Membrane Roofing ................................................................................................... 87

ROOF DRAINAGE SYSTEMS ............................................................................... 89Gutters (Steep Slope Roof Drainage) ........................................................................................ 89Low Slope Roof Drainage ........................................................................................................... 90

FLASHING AND SEALANTS .................................................................................91Keeping Water Out of the Home ............................................................................................... 91Wall Penetration Flashing........................................................................................................... 92Roof Penetration Flashing .......................................................................................................... 95Sidewall and Headwall Flashing ............................................................................................... 96Flashing Defects, Maintenance, Standards .............................................................................. 99

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SKYLIGHTS ........................................................................................................... 99REVIEW QUESTIONS ..........................................................................................102

3: STrUCTUrAL COMPONENTS .......................................103INTRODUCTION ..................................................................................................103STRUCTURAL COMPONENT TERMS ................................................................103FOUNDATIONS ....................................................................................................107

Forces Affecting Houses ........................................................................................................... 107Footings, Piles, Piers, and Columns ........................................................................................ 108Basement Foundation ............................................................................................................... 112Crawl Space Foundation .......................................................................................................... 117Slab-on-Grade Foundation ....................................................................................................... 118Slab-on-Stem Wall Foundation ................................................................................................ 119Slab Foundation Reinforcement .............................................................................................. 119Slab Foundation Defects and Standards ................................................................................ 120

FLOOR SYSTEM ..................................................................................................121Introduction ................................................................................................................................ 121Dimension Lumber Floor Systems .......................................................................................... 122Wood I-Joists and Engineered Wood (Floors and Roofs) .................................................... 131Floor Trusses .............................................................................................................................. 135

WALL SYSTEM .....................................................................................................137Introduction ................................................................................................................................ 137Fireblocking and Fire Separation ............................................................................................ 138Foam Plastic Materials .............................................................................................................. 141Wood-Framed Wall Systems .................................................................................................... 141Concrete Masonry Unit (CMU) and Structural Brick Wall Systems .................................. 147Insulating Concrete Forms Wall Systems .............................................................................. 150Structural Insulated Panel Wall Systems (SIPS) .................................................................... 151Uncommon Wall Materials and Systems ............................................................................... 152

ROOF AND CEILING SYSTEM ............................................................................155Introduction ................................................................................................................................ 155Roof Styles .................................................................................................................................. 155Dimension Lumber Roof Systems ........................................................................................... 156Typical Construction Techniques ............................................................................................ 156Truss Roof Systems ................................................................................................................... 161Wood I-Joists and Engineered Wood Roof Systems ............................................................ 165Attic Access ................................................................................................................................. 165

REVIEW QUESTIONS ..........................................................................................167

4: THE ELECTrICAL SySTEM ............................................168INTRODUCTION ..................................................................................................168ELECTRICAL SYSTEM TERMS ...........................................................................168UPDATING THE ELECTRICAL SYSTEM TO CURRENT REQUIREMENTS .......171ELECTRICAL SERVICE .......................................................................................171

Grounding and Bonding .......................................................................................................... 171Electrical Service Ratings (Capacity) ...................................................................................... 176

xiv NHIE Home Inspection Manual

Electrical Service Drop and Service Lateral ........................................................................... 177Service Equipment, Panelboards, and Enclosures ................................................................ 180

ELECTRICAL PANEL INTERIORS .......................................................................183Electrical Panel Inspection Safety ............................................................................................ 183Overcurrent Protection Devices (OPDs) ................................................................................ 184Other Typical Defects Inside Panelboard Enclosures .......................................................... 189Subpanel Grounding and Bonding ......................................................................................... 190Potential Problem Panelboards ............................................................................................... 193

WIRING METHODS..............................................................................................195Modern Wiring Methods .......................................................................................................... 195Old Wiring Methods ................................................................................................................. 201Solid-conductor Aluminum Wiring ........................................................................................ 202

RECEPTACLES, SWITCHES, LIGHTS, AND APPLIANCES ............................... 205Receptacles ................................................................................................................................. 205Switches ...................................................................................................................................... 210Lighting ....................................................................................................................................... 213Smoke Alarms and Carbon Monoxide Alarms ..................................................................... 217


5: THE COOLINg SySTEM ..................................................222INTRODUCTION ................................................................................................. 222COOLING SYSTEM TERMS ............................................................................... 222AIR CONDITIONING EQUIPMENT CLASSIFICATIONS ......................................225HOW AIR CONDITIONERS WORK .................................................................... 226

Introduction ................................................................................................................................ 226Basic Theory ............................................................................................................................... 226States of Matter .......................................................................................................................... 226The Cooling Cycle ..................................................................................................................... 227The Heat Pump Heating Cycle ................................................................................................ 229

DETERMINING AIR CONDITIONING SYSTEM CAPACITY ............................... 230Introduction ................................................................................................................................ 230Air Conditioning System Capacity Determination .............................................................. 231

INSPECTING AIR CONDITIONING SYSTEMS ....................................................231Introduction ................................................................................................................................ 231Operating Air Conditioning Systems ..................................................................................... 232Inspecting Package Systems ..................................................................................................... 232Inspecting Window Units and Through-Wall Units ............................................................ 233Inspecting Replacement Condenser Units ............................................................................. 234Inspecting Mini-Split Systems ................................................................................................. 234Inspecting Evaporative (Swamp) Coolers .............................................................................. 235Determining System Capacity and Age ................................................................................. 236Temperature Drop Inspection .................................................................................................. 237Current Draw Measurement .................................................................................................... 238Service Access Inspection ......................................................................................................... 239

RELATED AIR CONDITIONING SYSTEM COMPONENTS .................................241Primary Condensate Disposal System ................................................................................... 241

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Auxiliary Condensate Management System ......................................................................... 242Refrigerant Line Set ................................................................................................................... 242Thermostats ................................................................................................................................ 243

AIR DISTRIBUTION SYSTEM ..............................................................................243Air Distribution System Types ................................................................................................ 243Air Distribution System Design .............................................................................................. 244Low Pressure Ducts................................................................................................................... 245High Pressure Ducts ................................................................................................................. 250Return Ducts and Inlets ............................................................................................................ 250Filters ........................................................................................................................................... 250


6: THE HEATINg SySTEM ...................................................253INTRODUCTION ..................................................................................................253HEATING SYSTEM TERMS .................................................................................253HOW HEAT TRANSFER WORKS ........................................................................255HOW COMBUSTION WORKS .............................................................................255COMBUSTION AIR ...............................................................................................256DETERMINING HEATING SYSTEM CAPACITY ..................................................261

Introduction ................................................................................................................................ 261Heating System Capacity Determination .............................................................................. 261

HEATING EQUIPMENT CLASSIFICATIONS .......................................................262INSPECTING HEATING SYSTEMS .....................................................................263GAS APPLIANCE CATEGORIES ........................................................................ 264GAS FORCED-AIR FURNACES ..........................................................................265GAS FLOOR FURNACES AND OIL FLOOR FURNACES .................................. 269GAS WALL FURNACES AND OIL WALL FURNACES ........................................272GAS ROOM HEATERS AND OIL ROOM HEATERS (VENTED) .........................274GAS APPLIANCES AND OIL APPLIANCES (UNVENTED) .................................275GAS DECORATIVE FIREPLACES AND OIL DECORATIVE FIREPLACES (VENTED) ..278CATEGORY I GAS VENT SYSTEMS ...................................................................280SPECIAL GAS VENT SYSTEMS ..........................................................................289OIL HEATING SYSTEMS .................................................................................... 290

Oil Burners .................................................................................................................................. 290OIL VENT SYSTEMS ........................................................................................... 294ELECTRIC HEATING SYSTEMS ......................................................................... 299

Electric Heating System Types ................................................................................................ 299Electric Central Forced-air Furnaces (Air Handlers) ............................................................ 299Distributed Electric Heaters (Baseboard Heaters) ................................................................ 301Electric Radiant Heating Systems ........................................................................................... 302

HOT WATER HEATING SYSTEMS ..................................................................... 303Hot Water Boiler Components ................................................................................................ 305

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STEAM HEATING SYSTEMS ...............................................................................313Introduction ................................................................................................................................ 313Steam Heating System Types .................................................................................................. 314Steam Heating System Operating Cycle ................................................................................ 314Steam Heating Distribution Systems ...................................................................................... 315Steam Boiler Components ........................................................................................................ 319

SOLID FUEL HEATING SYSTEMS ......................................................................321RELATED HEATING SYSTEM COMPONENTS ...................................................322FUEL DISTRIBUTION SYSTEMS .........................................................................323REVIEW QUESTIONS ..........................................................................................324

7: INSULATION ANd vENTILATION ...................................325INTRODUCTION ..................................................................................................325INSULATION AND VENTILATION TERMS ..........................................................326HOW INSULATION WORKS ................................................................................327HOW VAPOR RETARDERS WORK .....................................................................328THE HOUSE AS A SYSTEM ............................................................................... 330COMMON TYPES OF INSULATION ....................................................................332

Batt Insulation ............................................................................................................................ 332Loose Fill/Blown-in Insulation ................................................................................................ 332Sheet/Rigid Insulation ............................................................................................................... 333Spray Foam Insulation .............................................................................................................. 334Other Insulation Types ............................................................................................................. 335

ENERGY EFFICIENCY AND MOISTURE MANAGEMENT COMPONENTS .......337Water-Resistive Barriers (WRBs) ............................................................................................. 337Radiant Barriers ......................................................................................................................... 337Fenestration ................................................................................................................................ 338

MECHANICAL VENTILATION AND ExHAUST .................................................. 339Mechanical Ventilation Systems .............................................................................................. 339Whole-house Fans ..................................................................................................................... 344Local Exhaust Systems .............................................................................................................. 345

ATTIC VENTILATION .......................................................................................... 349Ventilated Attics ......................................................................................................................... 349Unventilated (Closed) Attic...................................................................................................... 353

CRAWL SPACE VENTILATION ........................................................................... 354Ventilated Crawl Spaces ........................................................................................................... 354Unventilated (Closed) Crawl Spaces ...................................................................................... 356

BASEMENT WALL INSULATION ........................................................................ 358REVIEW QUESTIONS ......................................................................................... 360

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8: THE PLUMBINg SySTEM ................................................361INTRODUCTION ..................................................................................................361PLUMBING SYSTEM TERMS ..............................................................................361WATER SERVICE AND DISTRIBUTION PIPES ................................................. 368

General Water Supply and DWV Pipe Installation Requirements .................................... 368Copper Tubing ........................................................................................................................... 370Chlorinated Polyvinyl Chloride (CPVC) ............................................................................... 371Galvanized Steel ........................................................................................................................ 372PEX Tubing ................................................................................................................................. 373Polybutylene (PB) Tubing......................................................................................................... 374Other Water Pipes ...................................................................................................................... 375Uncommon Water Pipes ........................................................................................................... 376Water Connectors ...................................................................................................................... 376Water Valves ............................................................................................................................... 377

PLUMBING FIxTURES ........................................................................................378Faucets and Similar Valves ....................................................................................................... 378Bathtubs ...................................................................................................................................... 381Showers and Tub/Showers ....................................................................................................... 382Sinks ............................................................................................................................................ 386Toilets, Bidets, Urinals .............................................................................................................. 387Other Fixtures ............................................................................................................................ 391

BACKFLOW PREVENTION ................................................................................. 392WATER TREATMENT DEVICES ......................................................................... 394HOT WATER CIRCULATION SYSTEMS ............................................................. 396WELLS ..................................................................................................................397FIRE SUPPRESSION (SPRINKLER) SYSTEMS ..................................................402DOMESTIC HOT WATER SYSTEMS (DHW) .......................................................402DRAIN, WASTE, AND VENT PIPES (DWV).........................................................412

Acrylonitrile Butadiene Styrene (ABS) Pipe .......................................................................... 413Cast Iron Pipe ............................................................................................................................. 414Clay Sewer Pipe ......................................................................................................................... 415Galvanized Steel Pipe ............................................................................................................... 416Orangeburg Sewer Pipe ............................................................................................................ 416Polyvinyl Chloride (PVC) Pipe ................................................................................................ 417Uncommon DWV Pipes ........................................................................................................... 418

DRAIN, WASTE, AND VENT (DWV) SYSTEM COMPONENTS ..........................418Traps and Fixture Drains .......................................................................................................... 424Plumbing Vents .......................................................................................................................... 428Private Sewage Disposal Systems ........................................................................................... 436Sewage Ejectors, Backwater Valves, Sump Pumps ............................................................... 439

FUEL STORAGE AND DISTRIBUTION SYSTEMS............................................. 443REVIEW QUESTIONS ......................................................................................... 453

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9: THE HOUSE INTErIOr ...................................................454INTRODUCTION ................................................................................................. 454INTERIOR WALL AND CEILING FINISHES ........................................................ 454INTERIOR DOORS ...............................................................................................459

Cased Openings ......................................................................................................................... 459Hinged Swinging Doors ........................................................................................................... 459Sliding Doors and Bifold Doors .............................................................................................. 460

FLOOR COVERINGS ...........................................................................................461Introduction ................................................................................................................................ 461Carpet .......................................................................................................................................... 461Laminate ..................................................................................................................................... 462Linoleum and Vinyl .................................................................................................................. 463Tile and Stone ............................................................................................................................. 464Wood ........................................................................................................................................... 465

STAIRWAYS AND LANDINGS ............................................................................ 466Introduction ................................................................................................................................ 466Stairways ..................................................................................................................................... 466

HANDRAILS AND GUARDS ................................................................................472Handrails .................................................................................................................................... 472Guards ......................................................................................................................................... 473

CABINETS AND COUNTERTOPS .......................................................................475Cabinets....................................................................................................................................... 475Countertops ................................................................................................................................ 476

VEHICLE DOORS AND DOOR OPERATORS .....................................................478Vehicle Doors ............................................................................................................................. 478Vehicle Door Operators ............................................................................................................ 480


10: fIrEPLACES ANd CHIMNEyS .....................................483INTRODUCTION ................................................................................................. 483FIREPLACE TERMS ........................................................................................... 484MASONRY FIREPLACES .................................................................................... 486

Fireplace Components .............................................................................................................. 486Fireplace Clearances to Combustibles .................................................................................... 488

FIREPLACE OPERATING EFFECTIVENESS ..................................................... 490Introduction ................................................................................................................................ 490Combustion Air ......................................................................................................................... 490Fireplace Doors .......................................................................................................................... 491

MASONRY CHIMNEYS ........................................................................................491Introduction ................................................................................................................................ 491Chimney Construction .............................................................................................................. 491

FACTORY-BUILT FIREPLACES AND CHIMNEYS .............................................. 498Introduction ................................................................................................................................ 498Fireplace ...................................................................................................................................... 499Chimney (Flue) .......................................................................................................................... 500

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GENERAL CHIMNEY ISSUES .............................................................................502FIREPLACES INSERTS ...................................................................................... 504WOOD-BURNING STOVES ................................................................................ 505CLEARANCE TO COMBUSTIBLES REDUCTION ............................................. 509REVIEW QUESTIONS .......................................................................................... 511

11: kITCHEN APPLIANCES ................................................. 512INTRODUCTION ..................................................................................................512APPLIANCE TERMS ............................................................................................512COOKTOP, RANGE, OVEN .................................................................................513DISHWASHING MACHINE ...................................................................................516MICROWAVE OVEN AND ExHAUST HOOD ......................................................518FOOD-WASTE DISPOSER ..................................................................................521TRASH COMPACTOR ..........................................................................................522REFRIGERATORS AND FREEZERS ...................................................................523REVIEW QUESTIONS ..........................................................................................525

12: SwIMMINg POOLS ANd SPAS ....................................526INTRODUCTION ..................................................................................................526POOL INSPECTION AND STANDARDS OF PRACTICE.....................................526POOL TERMS ......................................................................................................527POOL SAFETY .....................................................................................................528

Introduction ................................................................................................................................ 528Access Barriers ........................................................................................................................... 528Entrapment ................................................................................................................................. 530Egress and Entrance .................................................................................................................. 531

POOL ELECTRICAL .............................................................................................532Introduction ................................................................................................................................ 532Receptacles and Switches ......................................................................................................... 532Lights Near Pools ...................................................................................................................... 533Underwater Lights .................................................................................................................... 533Overhead Wires ......................................................................................................................... 534Pool Electrical Supply ............................................................................................................... 534Grounding and Bonding .......................................................................................................... 535

POOL SHELL AND INTERIOR FINISH ................................................................537Introduction ................................................................................................................................ 537In-ground Pool Shells ............................................................................................................... 537Concrete Pool Finishes .............................................................................................................. 538

POOL DECK AND COPING ................................................................................ 539CIRCULATION SYSTEM ..................................................................................... 540

Introduction ................................................................................................................................ 540Pump ........................................................................................................................................... 540Filter ............................................................................................................................................. 541Skimmer ...................................................................................................................................... 542

xx NHIE Home Inspection Manual

Pipes and Valves ........................................................................................................................ 542Sanitation Systems ..................................................................................................................... 543Automatic Water Fill Systems .................................................................................................. 544Blower ......................................................................................................................................... 545

CLEANING SYSTEMS......................................................................................... 545POOL HEATERS ................................................................................................. 546

Introduction ................................................................................................................................ 546Gas Pool Heaters ........................................................................................................................ 546Heat Pump Pool Heaters and Solar Pool Heaters................................................................. 548

VEGETATION, GRADING, RETAINING WALLS ................................................. 549REVIEW QUESTIONS ......................................................................................... 550

13: LANdSCAPE IrrIgATION SySTEMS ..........................551INTRODUCTION ..................................................................................................551IRRIGATION SYSTEM INSPECTION AND STANDARDS OF PRACTICE ..........551IRRIGATION SYSTEM TERMS ............................................................................552IRRIGATION SYSTEM COMPONENTS .............................................................. 553

Water Source............................................................................................................................... 553Backflow Prevention ................................................................................................................. 553Pipes ............................................................................................................................................ 553Valves .......................................................................................................................................... 554Controllers .................................................................................................................................. 555Emitters ....................................................................................................................................... 555Irrigation Systems Defects, Maintenance, Standards ........................................................... 556


14: ANALySIS ANd rEPOrTINg Of fINdINgS ................558INTRODUCTION TO INSPECTION SCOPE AND LIMITATIONS ........................ 558

Inspection Scope ........................................................................................................................ 558Inspection Limitations .............................................................................................................. 559

STANDARDS OF PRACTICE (SOP) ................................................................... 560REPORT WRITING ..............................................................................................561

Communication ......................................................................................................................... 561Report Formats .......................................................................................................................... 561Deficiency Statements ............................................................................................................... 562Deficient Conditions ................................................................................................................. 565System and Component Descriptions .................................................................................... 568Inspection Limitation Statements ............................................................................................ 573Other Report Contents .............................................................................................................. 576

INSPECTION TEST INSTRUMENTS ...................................................................578THE INSPECTION PROCESS .............................................................................581REVIEW QUESTIONS ......................................................................................... 585

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15: INSPECTION BUSINESS OPErATION .........................590STARTING A HOME INSPECTION BUSINESS .................................................. 590

Introduction ................................................................................................................................ 590The Business Plan ...................................................................................................................... 590Types of Business Ownership .................................................................................................. 591Government Licensing and Registration ............................................................................... 592Insurance ..................................................................................................................................... 594Accounting and Financial Management ................................................................................ 595

BUSINESS LAW .................................................................................................. 599Introduction ................................................................................................................................ 599Dealing with Dissatisfied Clients ............................................................................................ 599Types of Home Inspector Liability ......................................................................................... 602

INSPECTION AGREEMENTS (CONTRACTS) .................................................... 604Introduction ................................................................................................................................ 604Contract Basics ........................................................................................................................... 605Contract Contents (Required) .................................................................................................. 607Contract Contents (Optional) .................................................................................................. 608

HOME INSPECTION ETHICS ..............................................................................611Introduction ................................................................................................................................ 611Conflicts of Interest ................................................................................................................... 611Ethical Reporting ....................................................................................................................... 612Ethical Business Practices ......................................................................................................... 613

HOME INSPECTION MARKETING ......................................................................613Introduction ................................................................................................................................ 613What is Marketing? ................................................................................................................... 613Marketing the Intangible .......................................................................................................... 614Features and Benefits ................................................................................................................ 614Elements of a Marketing Plan .................................................................................................. 615Marketing Resources ................................................................................................................. 615


16: ANSwErS TO rEvIEw qUESTIONS ...........................618

17: gLOSSAry .....................................................................619

INdEx ...................................................................................639

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