Client Care

Question 1

What is RLB’s complaints handling system?

Answer 1

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

Question 2

What is the RIC’s Complaints handling procedure ? - check

Answer 2

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

Question 3

What is Lionheart

Answer 3

Support for members and firms

Question 4

How do you check if a client is satisfied ?

Answer 4

Customer Feedback questionaire, service reviews, repeat work

Question 5

What is client care?

Answer 5

identifying all client types and establish good working and professional relationships. 5 ethical standards.

Question 6

Give an example of when you have provided excellent client care?

Answer 6

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.

Question 7

How do you deal with a customer complaint?

Answer 7

Log the complaint with the Complaint handling Log, raise it to my senior who would then follow with company procedure

Question 8

If you were going to set up your own business what insurance would you require and how would you chose them?

Answer 8

Professional indemnity insurance from the RICS published list of providers/employers liability insurance/ public liability. Base it on predicted income - check

Question 9

What is third party liability insurance ?

Answer 9

Covered against damage or lose due to a third party

Question 10

How do you make clients aware of your complaints handling policy ?

Answer 10

It is included within all contract and fee proposal T&Cs

Question 11

Why would you use a KPI?

Answer 11

To provide measurable targets for both parties, ensuring the clients requirements are met

Question 12

How do you establish your clients objectives?

Answer 12

Clear communication, effective project brief discussed in detail.

Question 13

What is an example of KPI with the a client

Answer 13

Mitie DfT
No defects at practical completion
No defects within 5 days of practical completion
O&Ms issued to CEMAR within 2 weeks

Question 14

What does good client care require?

Answer 14

Understanding the clients aims, a professional approach, good communication, PI cover, CHP. Using the ISO 9001 principles (We as a company have it )

Question 15

What would you have to consider prior to undertaking an instruction from a client?

Answer 15

CIT - Competence, Interests (Conflicts of interests) , Terms

Question 16

How would you collect a client brief?

Answer 16

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.

Question 17

How would you establish the clients KPI’s?

Answer 17

Measure between Time/ Cost / Quantity . Help form the fee proposal

Question 18

When have you identified key stakeholders?

Answer 18

During my dvsa Leicester refurbishments = these included the dvsa estates team, end users, landlord, neighbouring tenants in theBCP

Question 19

What is Employers Liability insurance ?

Answer 19

Covers employers for compensation claims by their employees

Question 20

How do you monitor performance?

Answer 20

Client Feedback, KPI’s, Complaints

Question 21

Who externally should you notify when a complaint has been raised that has a potential to go further?

Answer 21

Your professional indemnity insurer.

Question 22

What are outline schedules of work?

Answer 22

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

Question 23

What are the benefits of using a standard form of appointment?

Answer 23

The clauses have already been tested in the courts so it is known how judges will rule.

Question 24

What are key common items to be confirmed for instructions?

Answer 24

• 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

Question 25

What does the RICS Technical Due Due Diligence of Commercial Property Guidance note require firms to include in T&Cs ?

Answer 25

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

Question 26

What is included within RLB’s Appointment T&C’s?

Answer 26

• 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

Question 27

What are the RICS requirements for Professional Indemnity Insurance?

Answer 27

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

Question 28

What are the RICS’s rules for run-off cover?

Answer 28

Non- consumer claims = adequate and appropriate for 6 years

Consumer claims = limit of £1 mil aggregate for 6 years

Question 29

What is the Run-off Pool?

Answer 29

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.

Question 30

What considerations need to be made when putting together a fee proposal?

Answer 30

Fee scale for the staff completing the task, profits and overheads - covering rent, non earing fee staff, insurances, travel

Question 31

What are Data Rooms in RICS TDD of commercial property?

Answer 31

. 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.