Client Care

Question 1

Who are Lendlease’s clients?

Answer 1

Silvertown:
- GLA
- BTR

Question 2

What system / procedure is important for client care?

Answer 2

Complaint’s handling procedure

Question 3

How do you maintain a good relationship with a client?

Answer 3

• Understanding objectives
• Seek formal / informal feedback
• Understanding client’s long term goal
• Quick responses / regular reporting

Question 4

What action should be taken if a client raises a complaint?

Answer 4

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)

Question 5

Provide an example of good client care?

Answer 5

Aligning to the FF&E Client Brief

1. Reviewed client’s brief to understand objectives
2. Monthly meetings with client and interior designer to allow client to provide informal feedback
3. Ensured client’s objectives were met

Question 6

Provide another example of good client care?

Answer 6

Client relationship with BCC

1. Responsible for updating BBC client team on the date each planning deliverable would be submitted
2. Shared tracker with them every other day
3. Enabled them to allocate internal resource and manage the workload of officers
4. Ensured it was reviewed within determination period

Question 7

What is the Smithfield masterplan?

Answer 7

• 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