2. CC

Question 1

Give examples of how you measure your client’s satisfaction?

Answer 1

Bit subjective. Examples…

KPIs
Performance reviews / meetings
End of project questionnaire
Repeat business

Question 2

What is a conflict of interest? What must you do if there is a conflict of interest?
/
What did you learn from PS Conflicts of interest, 1st edition? (Danny Medcalf says important).

Answer 2

It is a situation where the duty of an RICS member or firm to act in the interest of a client, conflicts with either their own interests or another parties interests. There are 3 types: professional, party & personal.

You must not advise or represent a client where doing so might involve a conflict of interest, other than where all parties have been informed and provided their consent. It is still the surveyors decision whether to act or not. The PS states you must keep records of your decision.

Question 3

What insurance/assurance checks did you carry out on the Subcontractor’s proposed list of Sub-subcontractors to ensure competence and compliance?

Answer 3

PII

Pre-Qualification Questionnaires

Top service (company reg, financial assurance e.g. Current Liability and Current Assets to give a ‘snapshot’ of the company’s financial condition; aka balance sheet).

Question 4

What is a PQQ? What is it for? Examples of what it can contain?

Answer 4

Pre-Qualification Questionnaires.

Questionnaire filled out by Contractors bidding for a contract.

Financial Information, H&S, Experience.

It informs the client of Contractor competence.

Question 5

Tell us what you know about Complaints Handling? Why is a CHP important?

Answer 5

• It is important to ensure there is a good process in place to deal with a complaint when it does arise.
• It is also important because it is one of the 7 RICS obligations for firms. Firms must publish a complaints-handling procedure (CHP), which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log.
• A CHP should be agreed with PII brokers/providers. PII cover should not be compromised.
• There are timescales for dealing with a client’s complaint. 7 days to acknowledge. 21 days to give an update or solution. If no solution, the CHP must include a redress system.
• Regulated firms must provide Alternative Dispute Resolution (ADR) as part of their CHP. This allows a complaint to be escalated if there is dissatisfaction with the outcome.

Question 6

How did you assess quotations in line with the contract?

Answer 6

As per Cl 63 (Assessing CEs)

Assessing the actual Defined Cost of the work already done.
Assessing the forecast Defined Cost of the work not yet done.
Fee.

Also checking site diaries, invoices, rates etc to ensure no Disallowed Cost.

Question 7

You mention using CEMAR to comply with contractual timelines. What are these?

Answer 7

There are contractual timelines for CEs and payments. CEMAR can send reminders to comply with these timelines.