Client Care Flashcards
What is RLB’s complaints handling system?
If the client Requests I will send them the customer complaints procedure which sets out:
- The key client contact with the company will be responsible for dealing with the complaint
- Where the complaint is made orally a written summary will be requested
- written complaint is acknowledged within two days
- liaise with them for a resolution/plan for corrective action to remedy the complaint - target time to reach this stage is 5 days
- if they are dissatisfied with any aspect of the complaints handling - attempts to resolve through negotiations - otherwise enter mediation in accordance with the centre for dispute resolution model for mediation/ mediation process operated by the RICS
- Still not satisfied - refer complaint to the surveyors and valuers arbitration scheme - operated by the charted institute of arbitrators
What is the RIC’s Complaints handling procedure ? - check
Requires firms to publish complaints handling procedure. Stage 1 Acknowledge within 7 days, investigate within 21 days and notify the complaintive - if not happy - stage 2 = independent redress, RICS approved list
What is Lionheart
Support for members and firms
How do you check if a client is satisfied ?
Customer Feedback questionaire, service reviews, repeat work
What is client care?
identifying all client types and establish good working and professional relationships. 5 ethical standards.
Give an example of when you have provided excellent client care?
During a NHS condition survey I attempted to survey the premises within working hours. Due to their busy operations I offered to inspect the site outside of work hours as to not encrouch on the NHS’s daily activities.
How do you deal with a customer complaint?
Log the complaint with the Complaint handling Log, raise it to my senior who would then follow with company procedure
If you were going to set up your own business what insurance would you require and how would you chose them?
Professional indemnity insurance from the RICS published list of providers/employers liability insurance/ public liability. Base it on predicted income - check
What is third party liability insurance ?
Covered against damage or lose due to a third party
How do you make clients aware of your complaints handling policy ?
It is included within all contract and fee proposal T&Cs
Why would you use a KPI?
To provide measurable targets for both parties, ensuring the clients requirements are met
How do you establish your clients objectives?
Clear communication, effective project brief discussed in detail.
What is an example of KPI with the a client
Mitie DfT
No defects at practical completion
No defects within 5 days of practical completion
O&Ms issued to CEMAR within 2 weeks
What does good client care require?
Understanding the clients aims, a professional approach, good communication, PI cover, CHP. Using the ISO 9001 principles (We as a company have it )
What would you have to consider prior to undertaking an instruction from a client?
CIT - Competence, Interests (Conflicts of interests) , Terms
How would you collect a client brief?
Typicall recieved verbally or via email, I would follow up with an queries such as the extent of service, check conflicts of interest, write the brief and issue to the client prior to provideing a formal fee proposal.
How would you establish the clients KPI’s?
Measure between Time/ Cost / Quantity . Help form the fee proposal
When have you identified key stakeholders?
During my dvsa Leicester refurbishments = these included the dvsa estates team, end users, landlord, neighbouring tenants in theBCP
What is Employers Liability insurance ?
Covers employers for compensation claims by their employees
How do you monitor performance?
Client Feedback, KPI’s, Complaints
Who externally should you notify when a complaint has been raised that has a potential to go further?
Your professional indemnity insurer.
What are outline schedules of work?
they are simplistic schedule of work for projects costed at feasibility stage to help clients gain an understanding for the potential build costs - i completed 1 for DVSA Leeds with 4no. options to compare
What are the benefits of using a standard form of appointment?
The clauses have already been tested in the courts so it is known how judges will rule.
What are key common items to be confirmed for instructions?
- Use/ intended use of the building
- Client/parties
-health and saftey - access
- specific info - planning
- extent of info avaible - any missing
- allowence for opeing up works
- disputes
- payement guarentees
- advance payements
- additional changers - post survey meetinsg
- level of resliance
- extent of review/ time allocated
- client imposed restrictions
What does the RICS Technical Due Due Diligence of Commercial Property Guidance note require firms to include in T&Cs ?
Who the surveyor/firm is, limitations of survey/report, level of liability and Pii levels, Property/demise, sub consultants, date of instruction, timescales, fees (professional,abortive, hourly rates) Payement, disbursements, acsess
What is included within RLB’s Appointment T&C’s?
- Services (forming the contract), clients responsibilities (access, physical/info), Location, Contract management (naming people), Staff (using names), right to use sub contractors, variation of services (additional fees unless agreed), confidentiality, copy right, payment (14 days after payment due date), complaints, terminations (30 day notice) , dispute (adjudication), service of notice , limitation of liability (5 m) , net contribution (loss or damages if our parts, rights of third party (none), Data protectiond (2018 act), governing law
What are the RICS requirements for Professional Indemnity Insurance?
Each and every claim basis, minimum levels of <£100K turnover - £250k min limit / £100k - £200k turnover - £500k min limit, >£200K turnover - £1m min limit. Max levels of excess: indemnity up to £500K = greater of 2.5% of the sum insured or £10k, £500k indemnity = 2.5% of sum insured. Wording - full civil liability basis
What are the RICS’s rules for run-off cover?
Non- consumer claims = adequate and appropriate for 6 years
Consumer claims = limit of £1 mil aggregate for 6 years
What is the Run-off Pool?
Firms that are unable to obtain run-off from their incumbent insurer or the open market will be
able to apply for coverage to the Run-off Pool.
What considerations need to be made when putting together a fee proposal?
Fee scale for the staff completing the task, profits and overheads - covering rent, non earing fee staff, insurances, travel
What are Data Rooms in RICS TDD of commercial property?
. Virtual rooms set up to enable documentation to be accessed and reviewed. Should: state documents reviewed, confirm if docs reviewed are kept on file, state time allocated for review and addition fees if required, confirm when review is complete.
