Client Care (Level 1) Flashcards
What are the RICS requirements in relation to complaints handling procedure (CHP)?
RICS requirements for CHP:
- a complaint must be acknowledged within 7 days
- complaint must be actioned within 28 days
- all RICS regulated firms must have a CHP, a complaints log and a dedicated complaints handling officer
- CHP must be included within terms of engagement
When and how can the RICS be involved in a complaint about a firm or member?
The RICS can be involved in complaints if there is a proven breach of rules of conduct or law.
RICS has set out principles for provide alternative dispute resolution mechanisms
Tell about why it is important to develop long-term client relationships.
Business Need – gaining long term and trusted clients is invaluable for the business. Easier to work with existing clients than to find new ones
Recommendations/Testimonies – helps to gain new business
Ease of working – know each other’s working styles and objectives
Tell me about the different stakeholders you have come across in your role.
- Funders/Investors
- LPAs
- Consultants
- Contractors
Tell me about how you have tailored your client care to one of these stakeholders.
- Communication Methods
- Priorities and objectives tailored to the client’s business need
Why is it important to you to set objectives?
- Alignment with a client’s business need
- Provides direction
- Used to monitor performance with KPIs based on objectives
Tell me about your duty of care towards your clients.
As a surveyor and member of the RICS
- I have a duty to act in the public interest
As an agent
- I have a duty to exercise reasonable care and skill in advising on an appropriate asking price or rent for the property
Duty of Care as set out in legal contract
How do you set fees?
- Review the scope of services
- Review the market rate
- Assess the responsibilities and deliverables set out
How have you used standard forms of appointment?
Used a standard form of appointment for consultants on projects assuming it is a normal, lower risk and lower fee role.
Use the Linkcity standard form of appointment which is aligned with RICS Standard Form of Consultant’s Appointment (2022)
Includes:
- Project description
- Consultant’s obligations – scope of services and deliverables
- Insurance Requirements
- Fees and fee schedule
- Complaints Handling Procedure
- Termination
- Anti-Bribery and Modern Slavery Policies
What insurance requirements are you aware of (both legal and RICS)?
- PI Insurance Cover – should comply with RICS limits
- Set out any limitations on liability
- Public liability insurance covers claims made against your business by clients, contractors, or members of the public for accidental injury or damage to their property
How are stakeholders identified?
Stakeholder Analysis
- Identifying the key stakeholders and their interests (positive or negative) in the project;
- Assessing the influence of, importance of, and level of impact upon each stakeholder;
- Identifying how best to engage stakeholders.
How do you establish their status within a project?
3 types of stakeholder:
- Primary – have a direct impact on the success of the project
- Secondary – have an indirect impact on the success of the project
- Tertiary – should be considered for the success of a project
Explain formal communication systems with clients and stakeholders you are aware of.
Email
Letter
Progress reporting
Public forum
What KPIs might you agree with a client to monitor performance?
KPIs should be aligned with the objectives of the client, general ones are:
- Time
- Cost
How do you gather data during the inception stage of a project,
including client briefings and site based information?
- Surveys – for the site or the building
- Market Data – e.g rental values, costs
- Planning
