Client Care

Question 1

Tell about why it is important to develop long-term client relationships.

Answer 1

Because they may bring repeat business, reducing the need for advertising or new business finding, they could refer my firm to their own contacts, is good for staff morale and it leaves clients satisfied, trust in yourselves and the profession

Question 2

Tell me about the different stakeholders you have come across in your role.

Answer 2

Tenants, homeowners, neighbours, colleagues, elected members

Question 3

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 3

It would mostly be how often I would contact them and the method used to do so

Question 4

Why is it important to you to set objectives?

Answer 4

Gives a sense of purpose and direction to what you are doing

Question 5

Tell me about your duty of care towards your clients.

Answer 5

That I need to provide them with a diligent, honest service, within the scope of my abilities and my reports must be easily understood and free from jargon

Question 6

How have you defined your scope of services within the limits of your competence and PI insurance?

Answer 6

Discussed what we do with a broker, I introduced a tracker to keep tabs on the type of work we are doing to make this breakdown easier

Question 7

How do you set fees?

Answer 7

Look at expected income and time taken to undertake the work

Question 8

How have you used standard forms of appointment?

Answer 8

Use this with every job that comes in, we do not progress the case until signed Terms have been returned

Question 9

What mechanisms are contained within an appointment document?

Answer 9

Who the parties are, fees and payments, usually some kind of dispute resolution procedure or CHP, name of the project

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

Employers Liability Insurance if I have staff, PII insurance for RICS and potentially public liability insurance could be needed as well depending on the work I’m doing, as well as things like car insurance for business use too

Question 11

How are stakeholders identified?

Answer 11

It can be a number of ways but they are people with a stake in the project, so it could be attending meetings, speaking with clients, site visits etc to identify those involved

Question 12

How do you establish stakeholder status within a project?

Answer 12

Reflect on their ability to influence, how often they will need to be spoken to etc

Question 13

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 13

Depends on the client, but can be with a contract, letter, email, telephone, face to face, newsletter

Question 14

What KPIs might you agree with a client to monitor performance?

Answer 14

It will depend on their needs but it is likely to be based on time and quality performance as at LCC with KPI’s on timescales and satisfaction

Question 15

How do you gather data during the inception stage of a project, including client briefings and site based information?

Answer 15

Review of past projects, discussion with clients on their needs, review of the site to guide any further research, public information, public records, historical documents

Question 16

What RICS docs would you look for in terms of client care?

Answer 16

Rules of conduct, PII, complaint handling, Merit v Babb

Question 17

Who are the third party dispute resolutuion services available to escalate complaints

Answer 17

RICS dispute resolition, property ombudsman CEDR

Question 18

Tell me about an example of how you have provided good client care.

Answer 18

We had a tenant who suffered with mental health issues, who had reported repairs which had not been completed. I ensured that a date was agreed for the work, took her through everthing that would take place and I spoke with her daily during the repairs to ensure that she had a space to discuss her concerns and that she was fully informed

Question 19

Tell me about an example of when you have provided a high standard of service to a client.

Answer 19

We had a tenant who suffered with mental health issues, who had reported repairs which had not been completed. I ensured that a date was agreed for the work, took her through everthing that would take place and I spoke with her daily during the repairs to ensure that she had a space to discuss her concerns and that she was fully informed

Question 20

How have you dealt with an unrealistic client deadline?

Answer 20

Discussed it with them, why the need for urgency? Then talked through the process, what needs to happen, how long that takes and what the likely timescales are and explained what timescale I can meet

Question 21

How have you dealt with unrealistic client expectations?

Answer 21

Done a number of times, usually by listening to what they want, explaining LCC policy over repairs and gone through what we can do, where we can meet expectations and explained the areas where we can’t and why, occaisionlly as a last resort have guided people towards the Ombudsman to settle a dispute over policy

Question 22

Tell me about the approach you have taken when dealing with a nontechnical lay client.

Answer 22

I usually begin by explaining that everyone has different knowledge so I start from a position of them not knowing anything but please interupt me or tell me if this is something you know, commonly done with talking about condensation

Question 23

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Answer 23

Have gone through it, explained what has gone wrong and what we’ll be doing, let them ask lots of questions

Question 24

How have you established a client’s objectives?

Answer 24

Talked to them discussed their needs, concerns and any areas they want to focus on and why they have called us

Question 25

How have you confirmed a client’s brief?

Answer 25

In TOE’s, or at least gone through it point by point, then where appropriate, confirmed in writing

Question 26

How have you established a scope of services?

Answer 26

Discussed it with the other party, followed up with points and confirmed in writing

Question 27

How have you calculated fees for professional services?

Answer 27

We have set fees, done by my manager, done by looking at level of work, expected income, risk and time taken on a task

Question 28

How have you compiled an appointment document?

Answer 28

I compile TOE’s for clients, listening to client requirements, agreeing fees and then including them in the terms

Question 29

How have you established project stakeholders and their status within a project?

Answer 29

By reviewing who is involved and how I need to keep in touch with, then looking at their ability to influence the project to set their status and comms plan

Question 30

How have you set up communication systems with a client and stakeholders?

Answer 30

Usually through email, phone, online chats but also by letter

Question 31

How have you issued reports to a client?

Answer 31

Through word docs, by post email, by compiling them in RICS proforms and sending via email

Question 32

How have you dealt with a complaint?

Answer 32

Logged complaint, spoke to complainer to gather information on why they are complaining and who could be involved. Investigated the concerns they raised, called them with outcomes or to clarify further points then followed up in writing and logging outcomes

Question 33

How have you measured KPIs?

Answer 33

Through satisfaction surveys, looking at performance data like response times

Question 34

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Answer 34

I did this at Connect Housing, I sat down with Senior managers and the manageing director to look at the void specification for the organisation, discussed the vision for the voids service then my manager and I worked together to draw up an updated specification document which was then signed off and issued to contractors to work from

Question 35

How have you adhered to legislation specific to your local housing of practice?

Answer 35

Section 20 notices for works over £250 per flat for leasehold properties

Question 36

How have you acted on Repairs Panels?

Answer 36

I have presented information on performance, then gone through concerns and areas for improvements, giving what we are doing to rectify shortcomings, then answered questions or noted down feedback and then contacted the parties after with an update where appropriate

Question 37

How did you provide feedback to improve the service?

Answer 37

I talked through where we are as a service and what we are doing to improve it, such as co-location, increasing staffing levels etc

Question 38

How have you measured and improve on KPI performance?

Answer 38

At Connect, a contactor was performing poorly against their timescale KPI’s, sat with them, found out their reasons for the performance, looked at how we can assist and set timescales for when they need to improve by and what we expect to see

Question 39

What is the second stage of your employers complaint process

Answer 39

It is passed to CEDR - Centre for Effective Dispute Resolution