Client Care

Question 1

What is ISO 9001 and how do PMP comply with ISO 9001?

Answer 1

• It’s a standard that sets out the requirements for a Quality Management System.
• PMP would have to submit records that show their services are being delivered consistently in accordance with international standards and that continuous improvement is in place.

Question 2

What is the Status of the RICS Conflicts of Interest Document?

Answer 2

It is a Professional Statement

Question 3

What are the 3 areas that the RICS Conflicts of Interest document identifies?

Answer 3

1. Party Conflict - duty owed to one party conflicts with that owed to another.
2. Own-Interest Conflict - duty owed to a client conflicts with personal interest of an interest of the firm.
3. Confidential Info Conflict - duty to provide material info to one client and the duty to keep the same info confidential.

Question 4

What is the status of the RICS docuemtn on Complaint’s Handling

Answer 4

Complaint’s Handling Guidance Note published 2016.

Question 5

What should be included in a Term’s of Engagement?

Answer 5

• Setting of customer’s expectations.
• Client’s needs and objectives
• Scope of Services, inc limitations and timescales
• Define when and how complaint’s can be made and managed - reference complaint’s handling procedure.

Question 6

Describe a good Complaint’s Handling Procedure (CHP).

Answer 6

1. Initial Actions - understand what’s been said or written and confirm back to client, acknowledge receipt, set out next steps, provide copy of CHP, supply nominated contact, evaluate whether PI insurer’s should be notified.
2. Respond within timesframes set out in CHP - e.g. Stage 1 acknoweldgement within 7 days and full response within 28.
3. Response signposts to ADR mechnisms e.g. RICS, Ombudsman Service.
4. If a 3rd party proposed, giving some choice to the complainant over who this is.
5. Firm’s CHP is reviewed periodically to see what lessons can be learnt.
6. Relevant training needs identified.

Question 7

What should be included in a Complaint’s Log?

Answer 7

• Complainant’s details inc any impairments/special needs.
• Dates - when received, when investigated etc.
• PErson dealing with complaint.
• Description of complaint.
• investiagtion and outcome - referred to insurers? More training of staff required etc?

Question 8

Who does Professional Indemnity Insurance Protect?

Answer 8

• A firm’s client first and foremost - from sufering a financial loss that the firm cannot meet and caused as a result of the firm’s negligence.
• Protects the firm
• Protects the insured members of the firm against liability to pay damages to 3rd parties for breaches of professional duty.

Question 9

What are the RICS UK professional indemnity insurance requirements?

Answer 9

• It’s a RICS Regulation - updated April 2022
• PI must cover all PAST and PRESENT emplyees
• PI must be underwritten by a listed insurer
• PI must be fully retroactive i.e. covers claims made before the period of insurance commenced.
• PI must be on ‘claims made’ basis.

Question 10

Would you work on an incetivised fee for dilapidations?

Answer 10

No - this could be percevied as having your integrity or ability to remain impartial as compromised.

Question 11

What would you do if a client asked you to reduce your fee quote?

Question 12

What is the purpose of an outline Schedule of Work?

Question 13

How do you manage client relationships on your instructions?