Client Care L2

Question 1

What are the principles of client care?

Answer 1

Ensuring that communication is regular, open and transparent

Question 2

Why are ToEs important for client care?

Example 1 In your level 1

Answer 2

Ensures a clear scope of work that aligns with the clinets requirements and they are mandatory under VPS 1 of the RICS Global Standards

Question 3

What is Section 10 the CRCA 2005?

Example 2 in your level 1

Answer 3

Section 10 ensures HMRC officials are legally bound to confidentiality of taxpayer information and allows discloure if deemed the public interest with strict guidlines.

Question 4

What other parts of CRCA 2005 apply to you?

Answer 4

• S.17 - Allows sharing between HMRC and otehr government bodies
• S.18 - Permits nesessary and proportional disclosure outside of government within statutory functions
• S.19 Make it a criminal offence to disclose infomation that could identify an indivisual unless covered by s.18

Question 5

Level 2 examples under client care? Outline them

1) Unrepresented Ratepayer - Leicester Office
2) Red Book Report - Leicester ToEs VPS 1

Answer 5

1) Example of good client care - Maybe asked explain the rating hypthesis

2) Market Value Report, set out clear and comprehensive terms of engagment

Question 6

Why is Professional Indemnity insurance important?

Answer 6

To protect surveyors, clients and third parties against negligence claims where there is a duty of care breached and a claim for damages arises

Question 7

How much professional indemnity insurance does your firm require?

Answer 7

Firm’s turnover in the preceding year determines the minimum level of indemnity required for every claim:
£100,000 or less = £250,000
£101,000 - £200,000 = £500,000
£201,000 and above = £1,000,000

£100k - £200k - £200k+ / £250 £500 £1M

Question 8

What is the maximum level of uninsured excess?

Answer 8

Liability up to £500,000 = greater of 2.5% of the sum insured or £10,000

Liability over £500,000 = 2.5% of the sum insured

Question 9

What is the guidance set out in RICS Complaints Handling, 2016?

Answer 9

• Firm’s written complaint handing procedure (CHP) must be approved by RICS
• Notify your PII insurer as soon as possible if there is a complaint as this could lead to a claim for negligence
• Details of the CHP should be issued to a client at the same time as Terms of Business
• Complaints log must be maintained to show the details, progress and outcome of any complaints
• Firms must include an RICS approved Alternative Dispute Resolution (ADR) mechanism in the Complaints Handling Procedure

Question 10

When you first receive a complaint, how should it be dealt with?

Answer 10

Aim to deal with the complaint in house initially
Ask for the complaint to be made in writing
Issue details of the CHP to the complainant
Share the details of the Complaints Handling Officer with the complainant, as the person who should be contacted in the first instance