Client Care Flashcards
Who are Lendlease’s clients?
Freeholders of land:
- Greater London Authority
- Birmingham City Council
Local Planning Authorities:
- Southwark Council
- London Borough of Newham
Investors:
- Build to Rent team
End Customers:
- Retail operators
- Residents
What system / procedure is important for client care?
Complaint’s handling procedure
How do you maintain a good relationship with a client?
- Understanding objectives
- Seek formal / informal feedback
- Understanding client’s long term goal
- Quick responses / regular reporting
What action should be taken if a client raises a complaint?
In line with RICS Rules of Conduct (2021):
Stage 1 (in-house):
1. Issue CHP inc. The Complaints Handling Officer
2. Receive written complaint
3. Acknowledge within 7 days
4. Investigate within 28 days
Stage 2 (ADR - 3rd Party Resolution):
1. Utilise an independent redress scheme as below
2. Provide name to client (RICS Dispute Resolution Service)
Provide an example of good client care?
Aligning to the FF&E Client Brief
- Reviewed client’s brief to understand objectives
- Monthly meetings with client and interior designer to allow client to provide informal feedback
- Ensured client’s objectives were met
How often did you have the meetings between the client and interior designer?
Monthly
How was informal feedback given?
Verbally
What were the client’s objectives?
- They were delivering the amenity space for the BTR block
- Each room had a different theme (e.g. the lounge was winter, the kitchen was autumn)
- High specification
Provide another example of good client care?
Client relationship with BCC
- Responsible for updating BBC client team on the date each planning deliverable would be submitted
- Shared tracker with them every other day
- Enabled them to allocate internal resource and manage the workload of officers
- Ensured it was reviewed within determination period
What is a determination period?
The date from which a planning application is considered valid until it is consented
Minor - 8 weeks
Major - 13 weeks
Major with EIA - 16 weeks
What is the Smithfield masterplan?
- 17 hectares, 3,000 homes
- BBC landowner
- LL development manager
- HPA submitted in December 2022
- Approved in June 2024
- Key Officer is Rhiannon Hill
- Bordesley & Highgate ward
- Objections from Historic England and changes to the Building Safety Act; Manor Square and the Bull Ring markets relocated to sit around buried moat and house of the de Birmingham family
Name some types of clients?
- Members of public
- Internal service provider
- Third party commercial clients
Name some of Lendlease’s clients?
- Public: Local communities and groups
- Internal service providers: BTR / Internal experts
- Third parties: Stakeholders
To provide good client care, what legal and RICS requirements must you be aware of?
- PI Policy and limits
- Transparent fees
- Forms of appointment
- Identification of stakeholders and their relationship with you
- Formal communications
- Complaints handling procedures
- Key performance indicators
What is LL PI Policy and limits?
Low risk: £2.5m
Medium Risk: £5m
High Risk: £10m
What is the purpose of PII?
Protects firms against negligence claims (to cover compensation or legal fees) that leads to damages
What are LL KPIs?
Share Price
What is guidance for Client Care?
RICS Professional Standard: Countering Bribery and Corruption, Money Laundering and Terrorist Financing (2019)
What is ISO 9001: 2015 Quality Management Systems
Not a requirement of the APC but helps understand:
- People
- Business infrastructure
- Monitoring and measuring resources
- Working environment
E.g. Covid affected all of these systems, people at home, working environment at home, business infrastructure through the home
What does the RICS Royal Charter set out?
Profession must maintain and promote the usefulness of the profession for the public advantage
- Delivery of quality of services and quality care
What does ISO 9001: 2015 set out?
Must:
- Monitor
- Measure
- KPIs
Plan –> Do –> Check –> Act
The quality manager will do this
How do you manage clients?
- Complaint’s handling
- Day to day relationship
- KPIs
- Work with statutory authorities for approvals
- Fee proposal
- Confirm client brief
What does beneficial ownership mean in relation to new clients?
The person who owns or controls the legally defined % of shares or voting rights in that entity
How would you check who a beneficial owner is?
Identified through key documents:
- Certificate of Incorporation
- Annual Return
If a RICS regulated firm receives a complaint over the phone, what is the first thing that the firm should do?
- Repeat back what they are hearing to show they have understood complaint
- Following call, record in log
- Establish who the communication is with
After evaluating a complaint, within how long a time period must a RICS regulated firm respond to the complaint?
RICS guidance:
7 days - acknowledge
28 days - investigate
Could be different for your firm, whatever is set out in the CHP (at LL we acknowledge within 5 days)
What happens if a complaint to a RICS regulated firm cannot be resolved?
ADR
Alternative Dispute Resolution service, e.g. a redress scheme
Give an example of a business to business ADR provider approved by the RICS Standards and Regulation Board (SRB) for UK based firms?
RICS Dispute Resolution Service
What would you do if a long standing client asked you to carry out work that you weren’t personally competent to carry out?
- Decline
- Define scope of services within limits of experience and PII
What information can you collect to measure and analyse the needs of a client?
- Scope of works required
- Timescale required
- Geographical location
- Staff resources
- Does the instruction meet requirements of PII?
- Ask if you can deliver the work
Give an example of a KPI to measure client satisfaction?
- Is work on time
- Is work carried out to scope
- Is work carried out within budget
- Any re-works required?
Which of the RICS Rules of Conduct relates to you providing a good-quality and diligent service. Give an example of how you meet this?
Rule 3
- Understand clients needs and objectives before accepting works
- Agree with scope, timescales and budget for work
