Client care Flashcards

1
Q

How might a landlord/investor’s requirements differ from a tenant/occupier?

A
  • Landlords typically longer-term investments.
  • Tenants typically shorter-term.
  • Landlords interested in value of their assets and cost to maintain.
  • Tenants interested in reducing liability i.e. dilaps.
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2
Q

Client A approaches you asking you to undertake a TDD survey, client B an RCA. Tell me about the different information you might need from them and how this might differ between the two service lines?

A

TDD:
- Condition of fabric.
- Defects.
- Lease abd licences.
- H&S info.
- O&Ms.
RCA:
- Floor area.
- Floor plans.
- Building elements.
- Location.

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3
Q

What things need to be considered when agreeing fees with a client?

A
  • Brief agreed.
  • Deadlines.
  • Resources.
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4
Q

How did you confirm your appointment with the client?

A
  • Engagement letter.
  • T&Cs.
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5
Q

What would you do if a conflict flagged up during a conflict check?

A
  • Inform client - try to get informed consent.
  • If conflict meant I couldn’t undertake my duties impartially then reject instruction or refer to other suveyor.
  • Information barrier.
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6
Q

Windsor Walk, London – the revised option which included repairs to the parapet wall - how did you present these to the client?

A

I presented both options to them stating the benefits of both, but emphasised that constant maintenance would likely be required if the parapet wasn’t remediated as well.

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7
Q

Can you give me an example of when you provided good client care?

A

Providing regular updates on the progress of a project when acting as CA.

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8
Q

Following on from “Can you give me an example of when you provided good client care?”
What one of the Rules of Conduct would this demonstrate?

A

Rule 3: Diligence.

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9
Q

Windsor Walk: Explain how you have managed more than one stakeholder.

A
  • Regular meetings [contractor].
  • Progress reports [client].
  • Good communication [calls and emails].
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