Client Care Questions Flashcards
What is a Client Brief?
- A client brief is a critical document which develops as the project grows and sets out clearly the Client’s philosophy and requirements for their project.
What are the different stakeholders in a project?
- A stakeholder is a party with an invested interest in a project.
- Client, Sub-Contractor, Contractor, designers, local and national authority, residents.
What is Workman’s complaints handling procedure?
- Issue the full complaints handling procedure to the complainant in the event of a complaint.
- If the complaint cannot be resolved with the relevant member of staff, complainant is requested to submit their complaint in writing to the company secretary.
- Written acknowledgement of the complaint is sent within 7 days of receipt.
- Final response or holding response is sent within 28 days of receipt.
- Final response is sent within 56 days of receipt.
What is a Project Brief?
- A project brief formally defines the design scope of your project. It clearly sets out your requirements, objectives and expectations for the project, in sufficient detail to enable the proposed asset to be designed and specified.
What is a complaint?
- A complaint is an expression of dissatisfaction.
What are the RICS rules in relation to complaint’s handling?
- In accordance with the RICS rules for firms, a regulated firm shall operate a complaints handling procedure (including an approved alternative dispute resolution mechanism) and maintain a complaints log.
What are the requirements for a complaints handling procedure?
What do you think makes an effective complaints handling procedure?
- Be fit for purpose.
- Be made available to all staff.
- Be understood by all staff.
- Be made available to all complainants or potential complainants.
- Be regularly reviewed at a senior level.
- Be agreed with the PII provider. (to ensure it does not invalidate insurance)
- Provide details of independent redress if firm cannot resolve the complaint.
When is the complaints handling procedure issued to clients?
- It is outlined within the Terms of Engagement.
- Issued in the event of a complaint.
Outline the Workman LLP complaints handling procedure?
- Issue the full complaints handling procedure to the complainant in the event of a complaint.
- If the complaint cannot be resolved with the relevant member of staff, complainant is requested to submit their complaint in writing to the company secretary.
- Written acknowledgement of the complaint is sent within 7 days of receipt.
- Final response or holding response is sent within 28 days of receipt.
- Final response is sent within 56 days of receipt.
What if I am not happy with your complaints handling procedure?
- Refer the issue to the firm’s independent redress scheme (such as the Centre for Effective Dispute Resolution).
What changes are you aware of regarding RICS approved alternative dispute resolution providers?
Has your company had to amend their complaints handling procedure recently? Why?
- The Ombudsman Services: Property withdrew from the property market on the 06 August 2018.
- The Ombudsman Services: Property is no longer an RICS approved alternative dispute resolution provider and so regulated firms are in breach of RICS rules for firms if the Ombudsman Services: Property are listed as the firm’s independent redress scheme.
- Centre for Effective Dispute Resolution chosen as Workman LLP’s independent redress scheme.
What measures do you take to prevent complaints arising?
- Set out clear expectations within the terms of engagement.
- Ensure clear communication with clients and stakeholders to manage expectations and keep individuals updated.
- Work to resolve issues which may arise quickly and efficiently.
- Detail actions taken to ensure such issues do not arise again.
A client calls you up and asks you to undertake a survey on their behalf. What are your key considerations?
- Confirm we have the competence to undertake all aspects of the survey and consider if an external consultant will be required.
- Check if there are any conflicts of interest.
- Check we have sufficient professional indemnity cover to undertake the survey.
- Ensure fee quote is adequate and accounts for the time required to provide a high standard of service.
- Issue written terms of engagement and request signed agreement from client.
What information is included within terms of engagement / appointment?
- Names of employer and consultant.
- Title and address of project.
- Scope of services to be provided.
- Basis of remuneration and arrangements for payment.
- Basis of remuneration for additional services.
- Terms and conditions relating to insurance, limitation and termination etc.
- Details of complaints handling procedure.
- Dispute resolution procedure.
What are the possible reasons for you declining an instruction?
- Not competent to undertake the instruction.
- Conflict of interest.
- Do not have adequate professional indemnity insurance cover to undertake the instruction.
- Cannot agree a cap for professional indemnity insurance.
- Client will not agree and sign the terms of engagement.
What guidance might you use to aid your decision with regards accepting or declining an instruction?
- RICS ethics decision tree.
- Relevant RICS professional statements (conflict of interest) or guidance notes.
What is the control of asbestos regulations 2012?
o CARR - Requires duty holder to manage asbestos within a non-domestic property.
o A duty holder is anyone who has an obligation to repair or maintain.
o Duty to identify and process ACM’s, keeping up to date records of location, type, form and condition.
o Must regularly update asbestos register and management plan.
What asbestos surveys are there? And whats the difference?
o R&D - or targeted R&D to the localised works area
o Management Survey
What are the different types of asbestos removal works?
o Licenced works
o Notifiable non licensed works
o Non licenced works
Who would you notify if you are removing asbestos?
- LA (Local Authority) – Shops, Offices, Hotels etc.
- HSE (Health & Safety Executive) – Construction Sites, Factories, Hospitals etc.
- ORR (Office of Rail and Road) – Railways, Signal Boxes etc.
