Client Care (L2) Flashcards
What is client care
Always a high standard of service: is a surveyors duty. BYE LAW 5 is conduct.
What are terms of Engagement
A framework for an agreement of work.
Check competence
COI
Include DD, assumptions, limitations, fees, timings, scope of service, CHP, PII)
Why is it imperative TOE is signed?
To ensure PII covers it.
What is a scope of works
General expectation for the outcome and quality of work: includes deliverables, schedules, responsibilities.
What is a fee proposal?
Services proposed and fees
Must be CONSISTENT and COMPARABLE
Include personnel
PII
Fee setting and structure
Chargeable expenses
Conditions
Under CDM, whose responsibility is it to assess competence for their appointments?
The clients’
What do you do to ensure high standard of client care?
Cost control monitoring, even when project is out of my scope.
CONDITION DISCHARGE tracker.
Track progress, compare performance and assess client satisfaction in a site handover meeting.
Whcih ROC does client care relate to?
1
2
3
What is a COI? And how should you handle one?
Compromised impartiality.
Get facts. Can this be managed transparently?
Set out in writing. Inform how to manage it.
Get written consent. With management proposal eg: separate staff, passwords, compliance officer to oversee.
What RICS literature is there on COI? And what does it outline ?
Professional Standard Conflicts of Interest 2018.
Advises Records of compliance and systems in place.
Does your client accept cash.
I am aware my client accepts cash through deposits but in my role I do not.
I am aware you’re legally allowed to accept up to €10k.
Money Laundering Reporting Officer - CEO.
What is a complaint?
Expression of dissatisfaction by the client or anyone owed a duty of care.
What did you learn on the customer journey CpD?
Importance of the customer throughout the development process.
What is a CHP? And what should RICS reg firms do?
Approval of CHP by SRB
Publish CHP, ADR and complaints log.
RICS member at non RICS firm to publish this.
What is the RICS literature on CHP and what does it outline?
Complaints handling Guidance Note 2016
Outlines importance of TOE.
Clarity, PII, independent redress details.
Response times to a complaint (7 days to acknowledge and investigate in further 21 days).
What is Stonebonds CHP?
Notify CH Officer
Notify PII
Acknowledge in 7days
Respond in 21 days
Refer to independent redress
Audit complaints log.
Name an independent redress scheme
Independent redress scheme
RICS Dispute Resolution Service
What is the New Homes Quality Board?
A register of developers who committed to abide by the framework: NHQcode to set high standards of development and to protect the consumer.
Mandatory to follow code when registered.
Stonebond is in theTransitionary Period.
What is Stonebond’s insurance?
PUBLIC LIABILITY £5m
PRODUCT LIABILITY £5m
EMPLOYERS LIABILITY £10m
PROFESSIONAL INDEMNITY £10m
“ Well in excess “
What are Stonebond’s objectives?
Partnerships led developer of CHOICE
People
Product
Planet
Partnerships
Pipeline
Performance
How does your role contribute to Stonebond’s objectives?
Land contributes to objectives through:
Budget trackers
Acquiring land well and under correct DD
pipeline of planning
Cash flows (peak funds) control
2022 financial highlights
264 homes
22% turnover increase
97% client satisfaction.
£99m turnover
8.1% net operating profit (8.2%)
ROCE: 27%
