Client Care Flashcards

1
Q

What do you consider to be important when negotiating?

A
  • Start low and gradually offer more
  • Record an email trail
  • Be mindful of the other parties personal situation and make sure to respond to them promptly.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

How do you ensure your communication is clear and concise?

A
  • Prepare and accumulate my thoughts prior to speaking
  • Look to develop a rapport with the other party
  • Record email trail and make sure all my thoughts are summarised in one email rather than multiple
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What are your boards minimum hurdles?

A

To achieve a minimum profit on cost within our appraisal. The amount I cannot disclose as it is confidential. However, the industry average is 20% profit on cost.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Post the Grenville Tower disaster, what have the government done to combat building safety?

A

Gove re-cladding pledge March 2023 = threatened with nationwide ban if they fail to sign pledge to replace flammable materials on buildings over 11 metres.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Are you aware of the RICS Health and Safety guidance note?
What does it set out?

A

Surveying Safely 2018.
Basic good practice principals for management of health & safety for RICS regulated firms e.g. workplace H&S and for visiting sites.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What four things does Surveying Safely say RICS regulated firms need to ensure they provide?

What is meant by a ‘Safe Person’?

A

RICS regulated firms:
1. Safe working environment
2. Safe working equipment
3. Safe systems of work
4. Competent staff

Concept of a ‘Safe Person’ = individuals should assume their own behavioural responsibility for their own, their colleagues and the publics H&S whilst at work.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

What does surveying safely state about site visits?

A
  • Tell someone where you are going and when you leave the building site.
  • Ensure you have appropriate PPE.
  • Sign in and sign out and receive a site induction.
  • Consider whether it is safe to inspect alone.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Why was Surveying Safely created?

A

To place more emphasis on individuals competence with the ‘safe person concept’.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What legislation requires companies to have a H&S policy? What does this require empolyers to do?

A

Health & Safety at work Act 1974

Duty of the employer to reasonably ensure the health and safety at work of all employees.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Difference between a hazard and a risk?

A

Hazard = something that could cause harm

Risk = Likelihood of a hazard occuring

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is the 5-step approach for an H&S risk assessment?

A
  1. Identify = HAZARD
  2. Who is at risk
  3. Assess the likelihood and severity of any accidents.
  4. Record the findings on a suitable form
  5. Review the risk assessment regularly
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

When are companies required to have a written H&S risk assessment document?

A

When they have more than 5 employees.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What should a companies health and safety document contain?
SCAI

A
  1. Commitment
  2. Structure
  3. Assessments
  4. Implementation
  5. Policy setting out organisations commitment to H&S
  6. Details of the organisations H&S structure
  7. A risk assessment
  8. Details of the implementation of the H&S policy
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

How did you check your PPE was in date?

A
  1. Check expiry dat of PPE like masks, gloves, respirators
  2. Inspect manufactoring date: helmets and harnesses might be 5 eyarts
  3. examin physical condition: cracks, tears
  4. Fit and functionality
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What did the consultants H&S certificate include in the Barton-Le-Clay example?

A
  1. Basic H&S Knowledge: Covers fundamental principles, relevant laws, and regulations.
  2. Risk Assessment and Management: Training on identifying and controlling workplace hazards.
  3. Industry-Specific Training: Focus on hazards and safety practices unique to specific sectors.
  4. Accident Investigation: Techniques for investigating and reporting workplace incidents.
  5. Emergency Preparedness: Developing and managing emergency response plans.
  6. Auditing and Inspections: Conducting safety audits and ensuring compliance.
  7. Training Skills: Ability to train others in health and safety practices.
  8. Professional certification: TW require SMAS
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What did you offer on Lowestoft?

A

Option terms were:
- 7+7 year to account for 2 local plans
- Initial option and second option fee
- Strategic land discount/ purchase price 12.5% OMV
- promotional costs deduction cap at £400,000 and £600,000 for appeal
- Costs: solicitors fees

17
Q

Talk me through what else was included within your offer letter on Lowestoft?

A

As well as the terms of the agreement
* planning strategy
* planning context
* Board approval
* Site red line boundary
* Title numbers

18
Q

What is the different agreements TW would offer?

A

Strategic land
1. Freehold offers
2. Option agreements
3. Hybrid agreements
4. Promotional agreements

ask what immediate land offer

19
Q

Once you sent the letter it to the landowner, what did you/ could you have done to ensure a response?

A

After I sent the letter i ensured to remain in contact with the LO and answer any questions/concerns he had. I ensured to be respectly of his day to day like in that he cant always respond but also would try to have verbal contact over the phone to build a rapport.

20
Q

what would you do if you did not have the required PPE?

A

Waited outside the site office and called the site manager.
If still no PPE then not enter the site.

21
Q

What do Taylor Wimpey do to mitigate fire risk on their new builds?

A

Use non-combustible materials. Also in 2022 we signed the Government’s Self Remediation Contract, which makes legally binding the principles of the fire safety Pledge

22
Q

What are the main fire safety regulations post Grenfell?

A

Following the Hackitt Review post the Grenfell Tower disaster, the Fire Safety Act (2021) was created. The act requires:

  • Regular inspections of lifts to be sent to the fire and rescue services.
  • Evacuation plans are regularly updated.
  • Residents are provided with fire safety instructions.

The Building Safety Act 2022 requires developers to fund unsafe cladding removal on buildings over 18 metres.

23
Q

What did Hackitt find?

A

The current system of building regulations and fire safety is not fit for purpose, and a culture change is required in the construction industry to focus on the delivery of safe buildings.

24
Q

What is TW H&S policy?

A
25
Q

Who is responsible for H&S at TW?

A

Head of HR

26
Q

What is asbestos?

A

An insulating material which can cause serious health problems or fatal diseases.

27
Q

What legislation are you aware of in relation to asbestos?

A

The Control of Asbestos Regulation 2012

28
Q

What do you understand from the Control of Asbestos Regulations 2012?

A

They set out your legal duties and the approved code of practice, on how to comply with the requirements, they give a minimum standards for protecting employees from risk.

29
Q

Who is the duty holder within the Control of Asbestos Regulations?

What should the duty holder do if they find it?

A

Owner of a premises.

If found:
1. Record where it is.
2. Assess the risk and produce a management plan (potentially remove?)
3. Produce an asbestos register
4. Make register available to anyone who might come into contact
5. Review the register

30
Q

How many types of asbestos are there?

A

3 = Brown, blue and white

31
Q

How does asbestos cause lung damage?

A

Small toxic fibres are lodges in your lungs

32
Q

When was asbestos banned?

A

1999

33
Q

What is CDM? Role of the client for this?

A

Construction Design and Management Regs 2015

Sets out what people involved in construction works need to do to protect themselves and others.

Aim is to improve the management and co-ordinartion of H&S at all stages of the construction project.

The onos is on the client and not the contractor to ensure CDM arrangements

Includes:
- risk assessment
- welfare facilities
- keeping a site secure