Client Care

Question 1

What is included in the RICS Professional Standard ‘Complaints Handling’ 2023

Answer 1

CHP should be inline with Rules of Conduct 2021.
Details of CHP should be in firms TOB
Complaints must be logged
Firm must include ADR service in CHP

Stage 1: in house:
- CHO must be stated in CHP
- Complaint must be in writing
- Acknowledged within 7 days
- Investigate within 28 days

Stage 2: (ADR – third party)
- Independent Redress Scheme
- E.g The Centre of Effective Dispute Resolution (CEDR)

Question 2

What is your firms complaints Handling procedure?

Answer 2

On receipt of a written complaint, we must acknowledge receipt of complaint within 7 days.
We must formally respond with 28 days.

Paul Rhead (CHO)

Question 3

Have you ever dealt with a complaint?

Answer 3

I have personally never dealt with a complaint, however I am aware of my firms complaints handling procedure and the RIC professional standard ‘Complaints Handling’ 2023

Question 4

Tell me about your duty of care towards your clients?

Answer 4

I always act in the best interest of my client and within my competence

Question 5

Tell me about a time when you have provided good client care?

Answer 5

I was working on a disposal of a site, I would have a weekly meeting with my client to update them on the progress made during the previous week and what I was working on for the week ahead

Question 6

Why is it important to set objectives?

Answer 6

Its important to set objective because I am then clear of what my client wishes and wants are. From these, I am then able to work toward then and ultimately achieve them.

Question 7

Explain formal communication systems with your client?

Answer 7

Written reports/emails
Planned meetings/teams calls

Question 8

Tell me about a time when you have provided a high standard of service to a client?

Answer 8

I working on a disposal of a site in Notting Hill. I initially help a meeting with client to undertake their objective and long term goals. In line with their brief I undertook the process of disposal and frequently updated by client with how the progress was going, in which was achieved a price they were happy with and met their objectives.

Question 9

Have you calculated fees for professional services?

Answer 9

I have calculated fees on a fixed fee basis and hourly rate depending on the work that I am undertaking

Question 10

How do you make sure you provide your client with the best possible service?

Answer 10

• Understand my clients objectives
• Listen to the client
• Seek formal and informal feedback
• Understand Clients long term goals
• Respond quickly to queries
• Regular reporting systems
• Manage clients expectations

Question 11

What are the methods of ADR?

Answer 11

Negotiation – problem solving between parties involved

Mediation – a third party intervention which is not binding the parties to a decision but assists in resolving the problem

Arbitration – legally binding decision, arbitrator will have specialist knowledge

Adjudication - the process of settling a legal case or claim through the court or justice system

Ombudsman – non profit scheme for resolving disputes, award up to £25,000

KF use The Property Redress Scheme

Question 12

What is the difference between mediation and arbitration?

Answer 12

Mediation is non binding
Arbitration is binding

Question 13

How have you measured KPIs?

Answer 13

I have measured KPI’s against the meeting of deadlines within a specified length of time. But also asking for client feedback.

Question 14

Tell about why it is important to develop long-term client relationships.

Answer 14

It is important to build long-term client relationships because we are a people business and it means that we are doing a good job and we ultimately want them to retain us on future projects and jobs.

Question 15

Tell me about the different stakeholders you have come across in your role.

Answer 15

Different stakeholders in my role:
* Other surveyors
* Public authorities
* Tenants
* Landlords

Question 16

How have you defined your scope of services within the limits of your competence and PI insurance?

Answer 16

My company limits PII to £5m.
I always make sure I have a director on the team, who I report into before sending out reports to clients.

Question 17

What insurance requirements are you aware of (both legal and RICS)?

Answer 17

Professional indemnity insurance
Run-off cover

Question 18

How have you calculated fees for professional services?

Answer 18

I have calculated fees on a fixed fee basis and hourly rate depending on the work that I am undertaking. For example, a job recently I was to provide initial advice for which I quoted a fixed fee based on the complexity and require timeframes.

Question 19

How did you manage the personal element of the instruction?

Answer 19

I managed the personal element by being empathetic towards my clients and by building a trustworthy relationship with them

Question 20

CRM TEAM: How do you communicate with this client?

Answer 20

I attend their quarterly update meetings and attend networking events that they hold. I email requirements through and keep in regular contact with what their objectives are

Question 21

Management of Inspection: Nottingh Hill: Why was it important to avoid disruption between my Client and their tenants?

Answer 21

So they can have a good relationship with each other