General Client Care Flashcards
What is the Avison Young Complaints Handling Process?
- Details of the complaint must be made in a written summary, giving as much detail as possible regarding the circumstances. This should be sent to: Usha De Sousa
- Once we have received a written summary of the complaint, we will contact the complainant in writing within seven days to inform them of our understanding of the circumstances leading to the complaint. The complainant will be invited to make any comments they may have in relation to this.
- Within twenty eight days of receipt of the written summary, the person dealing with the complaint will write to the complainant, in order to inform them of the outcome of the investigation and to let them know what actions have been or will be taken.
- If the complainant remains dissatisfied with any aspect of our handling of the complaint, then we will attempt to resolve this promptly through negotiations.
- Last step is:
Arbitration Procedure for Surveying Disputes (appropriate for Business to Business Complaints) or the Centre for Effective Dispute Resolution (appropriate for Consumer Complaints),. If relates to property management, estate agency or lettings AY are registered with the property redress scheme
What legislation covers the use of client data?
The Data protection Act 2018
What are the RICS PII requirements?
RICS Regulated firms have to have PI Insurance
PII insurance has to be obtained from a listed insurer which is rated by AM Best grade B+ or Standard and Poor BBB
RICS has minimum policy wording
RICS recommends liability caps
PII should achieve the requirements of RICS
The amount of PII cover purchased should be consistent with the nature of the practice, proportionate to the risk undertaken
What are the key things which should be considered in writing a fee proposal?
- the scope of the work
- the basis on which the fee will be calculated and
- the liability cap.
What documentation published by RICS is relevant to risk and insurance?
RICS Risk Liability and Insurance Practice Information
What are the requirements for client money handling?
- Money stored in a separate client account
- Account should be marked client
- Client should know where the money is
- Client should have access to money on demand
- When fee is drawn down the client should be invoiced before removing any money
- Audited by RICS approve accountant
- AY can keep the interest to pay for the cost of maintaining the account
- Client should have copy of the procedure for handling money
What should a fee proposal contain?
- Scope
- Details of project and exemptions
- Fee
- T and C’s
- Exclusions
- An organogram or list of those working on the project
- Project programme
- Billing schedule or stages
- QA procedures
- Client needs and key deliverables
- Whether disbursements and VAT are applicable/ included
What is the RICS recommended complaints handling procedure?
2 stages:
- senior or complaints dept - acknowledge in 7 days, respond in 28 days
- Redress - if above fails then can use adjudication or arbitration
How would you calculate a fee proposal?
I would review the work required based on the information available
Calculate time and number of individuals required to undertake the work and multiply it by an hourly rate allowing for OHP
What is your company procedure for client feedback?
Undertake formal reviews with the client every 2 months of the project
Informal feedback through verbal and e-mail comms
Satisfaction survey at the end of every project
What are the key points of the terms of engagement for an Avison Young fee?
14 day cooling off period
What need to be confirmed before accepting a client instruction?
Ensure we are competent to undertake the instruction (rule no. 2)
No conflict of interest
Confirm the terms of engagement in writing with the client
This includes the fee, any disbursements and a complaints handling procedure
If a client pays an upfront fee how should the money be handled?
- Money stored in client account
- Agreed fee draw down
- Updated balance to client when fee drawn down
- Closing balance when fee completed
What is the difference between a client and a consumer?
Client refers to someone who seeks professional services from the company
Consumer is end user of goods & services.The main purpose of consumer is consumption only
Can you give me an example of when you have provided excellent client care?
I completed a TDD survey on a pro
