Client Care Flashcards
How do you report on your arrears
I have a weekly meeting with the client where I start with the top debtors explaining if I have chased and any queries that have come from the chasing. I also report monthly in the management meeting which is more of an overview of statics providing both the landlord and client of key updates
Example of how I have met my Clients requirements
The client on a shopping center asked us to overhaul the management report to focus more on turnover. In its original state it had a small section indicating turnover certificates that have been received. This has now been extended to incorporate a list of those chase with no response in order to discuss further actions, those received and those with queries.
When was the Guidance Note for Complaints Handling
2016
What are the principles and practice of client care
Understanding client’s objectives and requirements
listening to client’s and seek formal and informal feedback
Understanding clients position and longer-term goals
Responding speedily to queries and regular reporting systems and information/filing systems
Can you give an example of understanding clients objectives and requirements
Following a discussion of the increase in service charge due to the revaluation, the client asked me to put together a proposal for the landlord. I ensured I understood exactly what they wanted to be included, for example key tenants that have the highest increases, such as an independent such as Cafe Britianno increased by 37% whereas Primark decreased by 11% and Next by 17%. I then ensured I presented this to the client before presenting to the landlord.
How do you listen to a clients objectives and future goals
My client is currently focused on reducing the landlord costs on the centre and increases the centres NOI as they want to make put it in the best place for selling in 2-5 years time. Therefore I keep this in mind when discussing reviews or new leases with tenants and look out for ways to increase the NOI.
What is NOI
Net Operating Income. It used to quickly ascertain profitability.
Who is your complaints handling officer
Carole Bratt, Melissa Shaw and Derry Lynch
What is your CHP
Contact complaint officer Carole Bratt and inform client of complaint
within 5 days they will acknowledge complaint
Investigation and written response must be sent within 10 days
If this is not resolved then redress can proceed
Tell me about how you had to re-configure the management report
After Covid-19 the report had to focus mainly on arrears with a report splitting out, ones to watch, insolvent tenant arrears and arrears with ongoing discussions. Once the majority of this was resolved they wanted more focus on the collection of turnover. Therefore, i made the arrears section shorted as this was still important but didnt need as higher focus on it and provided more detail on turnover. For example, it now lists turnover received including top up, certificates outstanding, those that have been chased 3 times and those with clauses in leases where we can charge, fro example 1/4 rent.
How did you deal with the arrears at telford post Covid-19
Following the lockdowns, the arrears was standing at 1.5m which was fairly significant for this property, I arranged weekly calls with my clients in order to go through the top debtors. Each week I would discuss the chasing I had done and if queries were present. This would also be the point I would recommend CRAR if required
what is the CRAR process?
This can only be used if rent arrears is 7 days late.
After attempting to contact the tenant several times I would seek authorization from the client to issue a letter before action. If we still do not receive a response then I would discuss with my client, but the next step would be to request bailiffs to go to the store.
