1 - Ethics, ROC, Prof - Quaifes Road

Question 1

How were you appointed by?

Answer 1

Insurance company IAG

Question 2

What were their client needs/ requirements?

Answer 2

To understand the reasoning behind the cracking to the kitchen worktop

Question 3

What was the proposal/scope of service?

Answer 3

1) Desktop review of plans and specification to ascertain the construction techniques used.
2) Visual inspection, non-invasive - construction, condition and levels, of benchtop, units, foundations, floor slab and adjacent dishwasher. Moisture readings if necessary
3) Prepare report - findings, advising on the condition of the benchtop, units, and surrounds, noting any defective areas and potential causes for the benchtop cracking and degrading.

Question 4

Explain how you conducted the survey?

Answer 4

1) Spoke to the homeowner to understand what had happened previously, and where the cracking was.
2) Inspected all elements of the benchtop and its surrounds.
3) Used a Digital Level, camera ad tape measure
4) Sketched a plan of the kitchen and benchtop and identified where the cracks were.
5) Inspected the external areas, as the kitchen worktop abutted the window and external brickwork cladding.

Question 5

What was the conclusion/findings?

Answer 5

2no cracks as a result of:
1) No support for the benchtop at the window frame, which has caused the benchtop to slope downwards and cause undue pressure on the benchtop where it is positioned above the carcass frame backend.
2) The clamping of the benchtop during installation, which forced the benchtop into a certain position, again leading to pressure on the benchtop.

Both of these combined have led to the cracks to the benchtop, with the sink insert being the weakest point and the area where the pressure has built up and subsequently cracked

Question 6

How did you come to this conclusion?

Answer 6

From the documents reviewed, the homeowners comments, and a thorough inspection.

Question 7

What concerns did the homeowner raise regarding the report?

Answer 7

1) The report did not address the issues (disagreed with my findings, and argued that there was no movement outside).
2) Questioned the independence of the survey

Question 8

What did i do?

Answer 8

1) Assured her that i was acting independently and was assessing the defect as it was.
2) Explained the thought process of my conclusion and the reasoning behind it,
3) Informed her of HJ’s complaints procedure f she wished to escalate it.

Although the homeowner was not our direct client, I still had a duty to her.

Question 9

What is HJ’s complaints procedure.

Answer 9

HJ abides by the RICS Codes of Conduct and
disciplinary procedures. As such, we provide the following customer complaint procedure:

1. Should a complaint arise, at first we would seek the staff member undertaking the service being complained of to resolve the matter, keeping their reporting Director fully informed of the complaint.
2. If the above cannot be resolved, a formal written complaint should be delivered to the relevant Director stating the nature of the complaint, matters arising to the complaint and the expected outcome sought.
3. Our Director will assess the complaint along with the staff member who has undertaken the service (or the sub-contractor should this be the case) immediately upon receiving the complaint or as agreed between the parties.
4. Within five working days of the complaint, the Director will provide in writing to the customer a formal response to the complaint, advising of our findings and the proposed resolution to the complaint.
5. Should the proposal for resolution not be acceptable, the parties will meet on a ‘without prejudice’ basis to establish if an acceptable resolution can be agreed upon.
6. Failing reaching an acceptable resolution, the parties agree to go to mediation for settlement of the complaint.
7. Should the ground of complaint be for gross misconduct, the staff member responsible will be placed on suspension of duties until the matter is resolved, or the re-establishment of their role can be agreed upon between the parties. In the interim, a suitable alternative staff member will continue with the services being provided.
8. Should the complaint made involve a Director, then one of the other Directors will take up the complaint.
9. Should the complaint involve matters that would affect our insurance policies, our insurer will be notified once the complaint h

Question 10

What RICS Rule(s) would you say this comes under?

Answer 10

Rule 1 - Being honest and acting with integrity
Rule 2 - Being competent to survey the property and provide my professional conclusion
Rule 3 - Providing a good quality and diligent service.