Client Care Flashcards
What is the RICS Complaints Handling 2016 Professional Guidance?
Sets out the requirements and best practices for RICS-regulated firms and members in dealing with client complaints.
All RICS-regulated firms must have a written CHP that is easily accessible and clearly communicated to clients.
What should be included in a Complaints Handling Procedure?
How complaints can be made.
Who will handle the complaint - Complaints Handling Officer
Expected timescales for a response.
Details of the alternative dispute resolution (ADR) mechanism.
MUST BE INCLUDED IN TofE.
How should a complaint be made?
In writing and include details of the complaint included who, why, when, what.
What is the timescale of a dealing with a complaint?
Acknowledged within 7 days.
Respond within 28 days.
What happens if the complaint cannot be resolved internally?
Client has the opportunity to take complaint to an independent redress provider who will undertake an impartial review.
- The Property Ombudsman (TPO)
- The Ombudsman Services: Property
- The Centre for Effective Dispute Resolution (CEDR)
How can you avoid a complaint?
Providing good quality service by understanding client’s expectations and objectives.
Good record keeping.
Good communication.
Adhere to RICS Guidance and Standards.
Maintain professional competence.
What was the specification of the industrial unit in Rotherham?
125,000 sq ft
Steel portal frame and metal cladding
10.6m eaves height
40% site cover
11 dock level doors
3 level access doors
1980s build
What was included in the enquiries schedule for Rotherham letting?
New enquiries - including size, tenant’s operations, tenant’s agent details, when they require occupation, any update.
How did you ensure the information was accurate in the enquiries schedule for Rotherham letting?
Verified details with agent.
