Client Care Flashcards
What is a complaint?
An expectation of dissatisfaction
What is the VOA complaints procedure?
Confirm receipt within 3 working days, response within 20 working days.
Tier 1 - complaint investigated within the business stream
Tier 2 - if not resolved, passed to more senior member of staff.
Complaints on service delivery are dealt with by the Complaints Team. In rating, if the complainant disagrees with a valuation this is outside of the Complaints procedure and they are directed to use the CCA process once a senior member of staff has checked that policy and guidance was followed and no mistakes made.
In DVS, Complaints are dealt with by Senior Surveyors and may be addressed with ADR.
Tell me what you understand about complaints handling procedures
RICS regulated firms are required to operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include an alternative dispute resolution mechanism that is approved by the Regulatory Board.
Is there any RICS guidance on complaint handling?
Yes, Professional Standard ‘ Complaints Handling’ 1st edition July 2016
What does the RICS Professional Standard Complaint Handling 2016 state?
Firms written complaint handling procedure must be approved by RICS
Always notify insurer as soon as possible if there is a complaint as could lead to claim of negligence
CHP should be issued to client in TOE
Complaint log must be maintained
Firms must include RICS approved ADR mechanism in CHP
Sole practitioner must nominate a surveyor or firm to act as Complaints Handling Officer
Why are firms required to have adequate PII?
To protect clients, surveyors and third parties against negligence claims where a duty of care breached and a claim for damages arises.
What does RICS require in terms of PII?
RICS approved insurer, adequate insurance for every instruction. If new business, estimate turnover and adjust accordingly. Insurance cover to be sent to RICS annually as part of an annual return. PII needed for pro bond work.
What are the minimum requirements for PII
Turnover of £100k or less = £250k
£100,001 to £200k = £500k
£200,001 + = £1m
What is the minimum level of uninsured excess required by RICS
Liability of up to £500k = uninsured excess of 2.5% of the sum insured or £10,000k whichever is greater
Liability of over £500k = 2.5% of the sum insured
What is the RICS Assigned Risks Pool?
Insurance available at cost for members who can’t arrange cover
What is run off cover?
Cover for claims following cessation of trading
How long is run off cover required and how much?
6 years
Consumer claims minimum of £1m
How was RICS Professional Standard ‘Risk, Liability and Insurance’ 2021 updated
RICS secured new insurance terms, insurers must provide cover for fire claims on property of 4 storeys or less.
What does RICS Professional Standard ‘Risk,Liability and Insurance’ 2021 reccomend?
Reccomends use of liability capa to manage risks of professional work
What is the RICS guidance on handling client money
RICS Professional Standard Client Money Handling
Client accounts must be kept separately and be clearly identified
Word Client must be on account
Client can have money on demand
What is the RICS Client Money Protection Scheme?
For claims where RICS regulated firm is unable to repay clients money
Split into 2 parts - surveying services, property agents
How do you start a new practise in a RICS compliant way?
Register with RICS
Appoint responsible principal for all RICS communication
Arrange PII
Set up clients money handling procedure
Register for RICS Registered Valuer scheme if undertaking Red Book valuations
Obtain approval for complaints handling procedure
Set up complaints log
Appoint complaints handling officer
Obtain logo kit from RICS, comply with designation ‘Regulated by RICS’
Plan for succession if Sole practitioner
Ensure CPD logged online
Set up staff training plan
Ensure completion of RICS Annual Return
How to close a firm in a RICS complaint way?
Inform RICS of closure
Inform clients and hand over arrangements to new firm
Return client money
Inform insurers and arrange run off cover for minimum of 6 years
Retain copy of client files and records for minimum of 6 years
Why is it important to develop long term client relationships
To be able to build trust and build a positive reputation in the marketplace
Tell me about the different stakeholders you have come across in your role
Department for Levelling Up, Housing and Communities
Local Authority
Rating Surveyors
Ratepayers
Tell me how you have tailored your client care to one of these stakeholders
With ratepayers, especially when unrepresented, I take care to explain processes and procedures clearly without jargon as rating terms can be obscure to a lay person.
Why is it important to you to set objectives?
In order to continue to develop
Tell me about your duty of care towards your clients
Duty to ensure I follow the TOE and to update them with progress so that they remain informed and involved
How do you set fees?
Head of DVS decides fees based on benchmarking. As an apprentice surveyor, I am £75 an hour.
How have you used standard forms of appointment?
I haven’t but I am aware that they are used in the construction industry with guidance on the RICS website
What formal communication systems with clients and stakeholders are you aware of?
Email, letter
What is the definition of a Key Performance Indicator and what KPIs might you agree with a client to monitor progress?
A quantifiable measure used to evaluate the success of an organisation in meeting objectives for performance
Targets and milestones, for instance with the current Revaluation for the 2026 Rating List there are milestones leading towards completion.
Tell me about an example of how you have provided good client care
I took on responsibility for handling cases where the ratepayers were undergoing financial hardship and had limited knowledge of the rating system. I took care to explain the processes and principles effectively.
When dealing with IHT where the executor is a family member, I am sensitive to their situation and resolve the case with care and consideration.
Tell me about an example of when you have provided a high standard of service to a client
How have you dealt with an unrealistic deadline?
Referred to our agreed/published timescales for handling the work, provided updates as to the progression of the work.
How have you dealt with unrealistic client expectations?
Referred to what was agreed I TOE or published guidance
Tell me about the approach you have taken when dealing with a client with a high degree of property knowledge
Using the industry terms, not going into as much detail with my reasoning behind basic assumptions as not required. Often able to progress more quickly.
How have you calculated fees for professional services?
Determining about of time it is likely to take and the seniority of the people working on it, outlining what is and isn’t included with fees higher if we need to involve more people
How have you dealt with a complaint?
Ratepayers surveyor unhappy with valuation decision, wanted to continue negotiations. Confirmed with senior colleague that I had advised the ratepayers surveyor during the discussions that I required their response by a certain date or I would issue the final decision, which the ratepayers surveyor has acknowledged. The ratepayers surveyor did not issue an appeal.
Huddersfield- how does this example demonstrate your client care experience?
Local Authority depend on the money they receive from business rates and a significant reduction, especially if unexpected, can have a big impact on their budgets. I applied an allowance for an MCC which consequentially resulted in the neighbouring properties also receiving the allowance, which resulted in a reduction of over £100,000 backdated to the event of the MCC.
By advising the Local Authority in advance ahead of the update to the schedule, they were able to better plan and were not caught unaware.
Chesterfield - how did you meet the SLA?
By prioritising my work, I was able to meet the deadlines which was appreciated by HMRC.
How have you managed a relationship with a vulnerable customer appropriately?
Understanding that they may require more frequent contact, understanding that they may lack knowledge of rating terminology and explaining how things work for rating, signposting them to reliefs and supports. Especially during covid when people are dealing with personal illnesses and losses, expressing empathy.
