Client Care

Question 1

Can you explain to me an example of client care?

Answer 1

Arrears reporting:

1. Lead client monthly & quarterly meetings.
2. Liaise on tenants’ arrears, possible CRAR, payment plans & any outstanding management concern.
3. Meeting minutes/action points are saved down and populated around to the various clients.

Question 1

What are the protocols for handling complaints?

Answer 1

In the event of a complaint, please address Complaints Handling Officer

Will come back to you within 7 days

Claim will be dealt with in 28 days

If complaint cannot be resolved, then can go to 3rd party

OR alternatively, there is ADR.

Question 2

Property Management Agreement (PMA) ?

Answer 2

This includes the duties and responsibilities of the manager, as well as the compensation they would receive for their services.

Question 3

What are some requirements for PMs in dealing with clients?

Answer 3

collect data, analyse and define the needs of the client

Question 4

What are some different types of stakeholders you have come across? Who are they?

Answer 4

Lawyers, accountants

Individuals that add value to a business

Question 5

RICS Guidance Complaints Handling 2016 - what does it entail?

Answer 5

1. TOE Signed
2. Let PII Insurers know
3. ADR in place
4. Complaints log in place

Question 6

What are some examples of good client care?

Answer 6

Understanding the clients objectives
Listening to the client and seeking feedback from them
Responding to clients within a timely manner
Being transparent with clients.

Question 7

What are some of your KPIs within your firm?

Answer 7

To collect arrears
To issue SC Budgets in a timely manner
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