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APC > Mandatory > Flashcards

Mandatory Flashcards

1
Q

What are the most common environmental issues experienced on construction sites?

A
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2
Q

What regulations and codes of practice are you aware of that affect sustainability in construction

A

Building Safety 2022
Climate Change Act 2019-UK to achieve Net Zero by 2050
UK Plan for Green Industrial Revolution
Sustainability and ESG Guidance in Commercial Property 2021

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3
Q

What Procedures can be adopted to avoid disputes?

A

Clear contract documents and Terms of engagement
Effective communication between all parties
Accurate record keeping

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4
Q

What is workplace diversity?

A

Diversity in the workplace relates to the acceptance and inclusion of employees of all backgrounds

Ensuring diversity in the work place is an important asset of an organisation as it acknowledges the individual strengths of each employee and the potential they bring to the business

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5
Q

What are some of the advantages of a diverse team?

A

Increased productivity: A diversity of talent will result in a broader range of skills amongst the team and result in increased productivity

Increased creativity: differing skill sets and perspectives within the team will increase the change of generating solutions to workplace problems

Improved cultural awareness: a diverse range of cultures within the workplace allows companies to operate more effectively within a global market place. E.g. having access to an employee who speaks Mandarin will be a great asset for a company operating in China

A positive reputation: companies that have a diverse workplace are often perceived as better employers. Potential employees want an employer who accepts and is tolerant of all backgrounds and who treats their employees fairly

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6
Q

Please explain your understanding of inclusion within the work place?

A
  • Inclusion within the workplace is creating an environment and culture where all company employees feel like they belong in the organisation
  • This results in every employee being comfortable to voice their opinions and that no one person feels excluded in the basis of their identity
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7
Q

What is meant by the term unconscious bias?

A

refers to the associations and assumptions that a person may have about someone solely because of their race, gender or disability
These judgements are made without conscious awareness

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8
Q

What are some of the types of teams?

A

Office Teams

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9
Q

What are some examples of Team Working you have demonstrated?

A
  • Listening skills
  • Persuading Skills
  • Discussing Skills/Presentation
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10
Q

In your experience, what are some common causes of disputes?

A

Errors and conflicting information within the tender documentation
Poorly defined change control procedures
Lack of knowledge/understanding of contractual obligations
Contract errors

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11
Q

4) What is an expert witness?

A

A witness who is an expert in their particularly field who applies their knowledge, experience and specialist training to assist the court or parties involved in disputes
They will provide their expert opinion in legal cases & disputes to assist the court in arriving at a sound and reasoned decisions

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12
Q

What is mediation?

A

Mediation is a form of dispute resolution that is entered into by the consent of both parties

A third party mediator is appointed to resolve the dispute in question and assists in a supported negotiation to reach an acceptable outcome

Mediation is an informal process allowing parties to adopt a flexible approach in reaching an outcome allowing relationships to be maintained

The mediator has no legal authority or power to insert either party to do anything and the process is not binding

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13
Q

What is conciliation?

A

Conciliation is used by mutual consent of both parties, under the ICE procedure there is no right of either party to object to the appointed conciliator

The process adopted is very similar to mediation in a supported style of negotiation

The main difference is that in the event negotiations breakdown the conciliator will prepare a recommendation setting out how the dispute should be resolved

If neither party objects to the recommendation within 1 month of the ruling, this becomes final and binding

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14
Q

What is adjudication?

A

a statutory procedure provided by a 3rd party independent adjudicator which is selected by the parties in dispute

The parties can select an expert or highlight characteristics they need to offer

The appointed expert can act in an investigative manner

No legal submission or examinations in evidence

less expensive than litigation and arbitration procedures

Outcome issued by the expert is not supported by statute with the experts powers limited to the confines of the contract

The experts outcome must be enforced by court proceedings if appealed

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15
Q

Name some different forms of ADR?

A
  1. Mediation
  2. Conciliation
  3. Negotiation
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16
Q

What are the 3 formal forms of Dispute Resolution?

A

1) Arbitration
2) Litigation
3) Adjudication

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17
Q

What would you consider to select a form of DR?

A
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18
Q

What kinds of incident are the causation of most deaths within the construction industry?

A

breathing in Hazardous Fumes

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19
Q

What is the objective for businesses in creating accounts to provide information on their financial position:

A
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20
Q

What is the equation for Profit & Loss?

A

Revenue – expenses

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21
Q

What is the purpose of the balance sheet

A
  • To present a company’s financial information of the business and allow managers to make informed decisions about the economic position of the business
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22
Q

What are the 5 basic accountancy concepts:

A

a) Business identity
b) Going Concern
c) Monetary period
d) Accounting Period
e) Accrual

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23
Q

Tell me about a time you negotiated?

A
  • Preparation
  • Collated supported documentation
  • Meeting with Client/Project Team
  • Concessions/non-negotiable
  • Staying calm
  • Outcome
  • Written down
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24
Q

What are the main principles of the Data Protection Act and the Freedom of Information Act?

A

Secure
Collected for specified, explicit and legitimate purposes
accurate and up to date
Fairly Lawfully and trasparently processed
adequate, relevant and limited to what is necessary

FOI
max disclusure
publish key info
promote open government
exceptions narrowly drawn
processed rapidly and fairly
min costs

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25
Q

What are the penalties for breaching the Data Protection Act? Who polices it?

A

e Data Protection Act 2018 is the UK’s implementation of the General Data Protection Regulation (GDPR)

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26
Q

The retained earnings equation is:

A

Beginning Retained earnings + Net Income – Dividends

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27
Q

What does PPE stand for?

A

Property, Plants Equipment

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28
Q

What does ‘bottom line’ refer to

A

Net income

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29
Q

What is the biggest cause of long term health issues in the construction industry?

A

Breathing in hazardous Dust and Fumes

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30
Q

What are your firms Terms of Business?

A
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31
Q

What components would you find in a Business Plan?

A

The vision
Objectives and goals
Strategies and actions to achieve these

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32
Q

What is the difference between conflict management and conflict avoidance?

A

Conflict of avoidance= cannot accept the instruction
CM = instruction put in place, steps taken to manage the conflict= e.g. information barrier

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33
Q

When should you decline an instruction?

A

When you feel there is a Conflict of Interest

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34
Q

Tell me about a dispute which you have dealt with during your work.

A
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35
Q

How can you try to diffuse a dispute? What techniques can be used for dispute avoidance?

A

Require, Clear, concise contract drafting
Negotiating Contract obligations
Keeping Records

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36
Q

What procedures does your firm implement to promote sustainability

A
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37
Q

What are the principles of client care and provide an example of when you have shown good client care?

A
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38
Q

Tell me about some health and safety legislation?

A

The Health and Safety Act 1974

Primary Uk legislation governing H&S

Sets out duties of employers, self-employed persons, persons in control of premises, employees, manufacturers and suppliers. They must safeguard H&S of employees and public who may be affected by their work

Enforced by the HSE. Penalties can include fines and imprisonment

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39
Q

WWhat is the FOI 2000?

A

Applies to all public bodies in England, Wales and Northern Ireland. The act relates to all information held in any form. Acknowledge request for information within 20 days.

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40
Q

What is the main UK data legislation and what is it?

A

Data Protection Act

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41
Q

What is the main UK legislation to ensure equality?

A

Equality Act 2011

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42
Q

What is the difference between mediation and conciliation?

A

The mediator is a neutral party who help to rebuild business relationships and help them to work out a solution that is mutually agreeable. There parties can directly engage in the discussions. It is non-binding and parties can revert to arbitration or litigation at any time

Conciliation has the same aims as mediation but the processes are different. The conciliator is a figure of authority the parties have turned to for guidance. The conciliator makes suggestions and the parties make final decisions

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43
Q

What is negotiation

A

Parties may through an informal private or facilitated negotiation process agree to settle the dispute either at a high level or in detail and agree to be bound by this settlement

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44
Q

What is adjudication?

A

A UK statutory resolution procedure
Relatively quick process from submission or referral
Binding until dispute determined by litigation or arbitration

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45
Q

What enforces the requirement for a building contractor to contain provisions for adjudication?

A

The Housing Grants, Construction and Regeneration Act 1996 (So called Construction Act)

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46
Q

Tell me more about arbitration

A

Arbitrations is a procedure for the resolution of disputes which is under the control of the parries

Certain conditions must be met: a genuine dispute of difference between the parties (award must be capable of enforcement), Binding agreement to submit to arbitration in contract, Private

  • 3 available procedures:
    1. Documents Only (30 days)
    2. Short hearinf (30 days)
    3. Full Procedure (Long)
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47
Q

Can you explain in detail the difference between arbitration and litigation procedure?

A

Arbitration: procedures are governed by the Arbitration Act 1996. To arbitrate, there must be an agreement between both parties, parties have a wide degree of discretion as to the way proceedings are conducted. The procedure is similar to litigation with formal submissions by parties, expert evidence, hearings and decisions by the arbitrator

Litigation: presentation of arguments in court, public process following Civil Procedure Rules
Advantages: Parties do not pay for court or judge, process can deal with multi-party disputes, civil procedure rules aim for accessibility, speed and efficiency

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48
Q

What is ADR and what experience have you had dealing with disputes which have used ADR?

A
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49
Q

Tell me about the principles of mediation. How do these compare with adjudication and arbitration?

A
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50
Q

What is the Paris Agreement?

A
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51
Q

What are the management of Health and Safety at Work Regulations 1999?

A

Requires employers to carry out risk assessments, make arrangements to implement necessary measures, appoint competent people and arrange for appropriate information and training.

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52
Q

What are the key implications of the updates to CDM-2015 regulations?

A

More focus on clients to put in place arrangements to ensure health and safety
Clients can no longer assign their legal responsibilities to agents
Must be a declaration of how long contractors will be given to plan and prepare for construction work
Clients deemed the principal contractor or CDM co-ordinator for any period during which other appointments aren’t made

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53
Q

What are three types of conflict under the RICS guidance?

A

“1. Party Conflict
2. Own Interest Conflict
3. Confidential Information Conflict”

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54
Q

“When did RICS Conflict of Interest Professional Statement take
effect from?”

A

1st January 2018

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55
Q

What are the main points to have regards to when acting as an expert witness? What guidance does the RICS provide?

A
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56
Q

Tell me about your experiences of dealing with PACT

A
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57
Q

WHat is GDPR

A

General Data Protection Regulation which came into force in May 2018

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58
Q

What are the main points set out in the RICS Practice Statement and Guidance Note for expert witnesses and advocates?

A
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59
Q

What redress systems are available to RICS members when they have a dispute?

A
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60
Q

“What does the RICS advise you should do if you wish to set up
practice after qualifying?”

A

“1. Register for Regulation by submitting firm detail form
2. Purchase PII and other insurance
3. Implement company policies such as H&S
4. Use RICS designation appropriately
5. Comply with regulations for holding client money
6. Have a written CHP
7. Train staff appropriately
8. Comply with legislation e.g Companies Act 85”

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61
Q

Who should you report bribery too?

A

“RICS
Serious Fraud Office”

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62
Q

Name some sustainable building methods?

A

Green Roofs
Ground source heat pumps
Air source heat pumps

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63
Q

What is your understanding of the term ‘Green Roofs’?

A

A GR is a roof covering that is partially or completely covered with vegetation that is placed over a waterproof membrane

64
Q

What s a Soakaway and how do they work?

A

SW’s offer a mean of surface water drainage attenuation.

65
Q

Please explain your understanding of the term SUDS?

A

sustainable Drainage Systems allow surface water to be managed as close to its source as possible by allowing SW to infiltrate into the ground where it is collected and then managed passively

66
Q

What are the benefits of a BREAAM Certified Building?

A

BREEAM Buildings help Clients to benefit from lowering the running costs of their built assets and minimise the impact on the environment through consideration at planning, design, construction and operation phases

67
Q

What is an EPC?

A

Energy Performance Certificate, assesses the energy efficiency of a property

68
Q

What things do you implement to promote sustainability?

A
69
Q

What is sustainability?

A

To meet the needs of the present without compromising the ability of future generations to meet their own needs

70
Q

What are they key principles of sustainability?

A

Social Principles: Building Healthy communities with sufficient numbers and range of buildings

Economical- build strong, responsible, competitive economy ensuring sufficient land and right types

Environmental- contribute to protecting and enhancing our natural build and historic environment

71
Q

What regulations and codes of practice govern the construction industry’s approach to sustainability?

A

Name some legislation relating to sustainability?
Landfill Tax- Tax on normal Land fill fees/disposal of waste- charged by weight

Climate Change Levy- introduced by 2000 Finance Bill, Tax on energy use to promote energy efficiency

72
Q
  1. What are SKA Ratings?
A
73
Q
  1. What is BREEAM?
A

BREEAM = Building Research Establishment Environmental Assessment Methods

74
Q

What are business activities classed as

A

Operational
Investing
Financing

75
Q

Balance Sheet

A

The BS presents a company’s financial position at a particular point in time, it includes a listing of the company’s assets and the claims on those assets (liabilities & equity claims)

76
Q

Profit & Loss Statement

A

the profit and loss account, or income statement, presents the performance of a business for a specific period of time

77
Q

Name your main sources of data in your professional life?

A

BCIS
Co-Star

78
Q

What software and other systems
do you use in your professional
life??

A

Microsoft Office

79
Q

How/where do you store data
within your organisation?

A

Secure Cloud System

80
Q

How long should data be
retained?

A

only fo as along as it is necessary to demonstrate compliance for audit purposes or legisliative requirements .

81
Q

What is an income statement

A

e income statement is a financial statement that shows a company’s profit and loss over a period of time.

82
Q

What is required as part of statutory accounts

A

Balance sheet and Income statemen

83
Q

What ratios are used to assess financial performance of an organisation

A

ent Ratio = Current assets/ current liabilities

Quick ratio = Quick assets/ Current Liabilities

84
Q

is important to carry out budget management

A

To ensure that your firm has sufficient drawn down funds to meet its current and future business objectives.

85
Q

What is IFRS

A

nternational Financial Reporting Standards

86
Q

hat part of the IFRS do you have regard for in your current role

A

IFRS 16 is to report information that (a) faithfully represents lease transactions and (b) provides a basis for users of financial statements to assess the amount, timing and uncertainty of cash flows arising from leases.

87
Q

hat is the difference between a profit and loss report and a balance sheet?

A

&L companies position at a moment in time, balance sheet is a statement of revenue and costs incurred over a specific length of time

88
Q

w would you use a profit and loss statement

A

ood for decision making

See if your business is successful and see how it has grown over the period.

Identifies where you are making and losing money.

89
Q

At what point do you need to start paying VAT

A

Income threshold of £85k

90
Q

What have you read on complaints handing

A

y company’s complaints handling procedure

RICS Guidance Note on Complaints Handling (2016).

91
Q

If you had your own company and you had complaint, how would you deal with it ?

A

I would seek to resolve it with the complainant

Failing this I would refer to ADR

92
Q

an you give me an example of where you have received a complaint?

A

Complaint from D

93
Q

hat negotiation techniques could you employ ?

A

Prepare

Pay attention to timing

Listen attentively

If you don’t you don’t get

Anticipate compromise

Offer and accept commitment

Stick to your principles

Close with confirmatio

94
Q

What are the 5 steps of the negotiation process are;

A

reparation and Planning.

Definition of Ground Rules.

Clarification and Justification.

Bargaining and Problem Solving.

Closure and Implementation.

95
Q

hat are your Client’s corporate objectives?

A

LGA Objectives

96
Q

re you aware of any of the objectives within the RICS business plan 18-21?

A

Influential thought leader

Trusted by our stakeholders and society

RICS professional qualifications remain in demand

Sustainable 21st century professional body

97
Q

What are they key parts of a business plan

A

Executive summary.

Business description.

Market analysis.

Organisation and management.

Services

Funding requirements.

Financial projections.

Appendix.

Conclusion.

98
Q

Reasonability under HSA 1974

A

orkers have a duty to take care of their own health and safety and that of others who may be affected by your actions at work. Workers must co-operate with employers and co-workers to help everyone meet their legal requirements.

99
Q

key components of surveying safely 2018

A

Safe person Concept- you are responsible for yourself and colleagues

Assessing risks and risk control

Corporate responsibilities and have sufficient systems to keep staff and public safe

100
Q

What does CSCS stand for ?

A

onstruction Skills Certification Scheme

101
Q

Why PPE

A

To ensure that I am suitable protected when attending site visits and going on inspections.

My employe

102
Q

What are your responsibilities under the CDM 2015 ?

A

ppoint Principal designer and Principal contractor whist ensuring they have the required skills, knowledge and experience
Allow sufficient time to carry out work
Provide pre-construction information (designers risk register)
Ensure that f10 is displayed on site

103
Q

What should you consider before visiting site ?

A

Pre-assessment:

PPE
Travelling
Lone working
Condition of property
Use/activity
Site rules
Special access
Structure

104
Q

Describe Riddor process

A

eporting Injuries diseases and dangerous occurrences regulations (1995)

Have to report incidents if a worker is out of work for 7 days

Report to HSE within 15 days

Keep on record 3 years

105
Q

hen does the H&S executive need to be informed:

A

roject last more than 30 construction days

With more than 20 workers working simultaneously

More than 500 per days exceeded

Works related to demolition

106
Q

What form do you have to submit to the health and safety executive ?

A

F10 form

107
Q

Principles of surveying safely

A

Guidance note sets out basic, good practice principles for the management of health and safety for RICS-regulated firms and RICS members.

Discusses risk control

Basic, Good practice principles for the management of health and safety for RICS regulated firms and members.

Principles for those engaged in the build environment as property professionals and includes health and safety responsibilities at a corporate level or level as individual RICS member.

108
Q

at is Health Safety Executive’s guidance to Risk Assessments

A

ntify the Hazard
The people at Risk
Evaluating the risk, considering likelihood of any severity.
Recording the findings
Review the risk assessment regularly.

109
Q

What is the risk assessment process

A

Identify the hazards
2 Decide who might be harmed and how
3 Evaluate the risks and decide on precautions
4 Record your findings and implement them
5 Review your assessment and update if
necessary

110
Q

What are the rights under GDPR

A

he right to:
Decisions in relation to automated profiling etc
Access
Informed
Restrict processing
Rectification
Erase
Object
Data portability

111
Q

What databases do you use

A

Planning portal
Costar
Land registry

112
Q

What doo you do to remain GDPR compliang

A

here are information barriers within my company which does allow access to customer details.
Data Protection Officer

locking confidential files

113
Q

hat is your company’s Health and Safety policy?

A

To ensure as reasonably practical the health safety and welfare of all employees and any affected persons.

Achieved by:

Safe systems of work.
Safe equipment.
Safe means of using.
Necessary information, training, instruction and supervision.
Safe places to work.

114
Q

hat is the role of the Health and Safety Executive?

A

Polices the Health and Safety Act 1974.

Provides best practice and health and safety guidance.

Can give out fines or imprisonment.

115
Q

at do you do if you find hazardous materials on site?

A

would recommend a specialist report and make appropriate assumptions.

Check contents of an Asbestos report / register.

116
Q

What are the three types of Asbestos?

A

own (amosite) – banned 1985

Blue (crocidolite) – banned 1985

White (Chrysotile) – banned 1999

117
Q

hat is the key asbestos legislation?

A

The Control of Asbestos Regulations 2012.

non compliance is a criminal offence
provides obligations to the duty holder and employer
duty holder is the owner of the premise if vacant or a tenant if holding a repairing lease.
duty holder must undertake a risk assessment
all work is to be done by a licensed contractor
asbestos register must be produced and kept up to date

118
Q

hat is a ‘safe person’?

A

Someone who takes responsibility for their own, their colleague’s and other’s health and safety while at work.

119
Q

Key points of the Fire Safety Act 2021?

A

equires all responsible persons to assess, manage and reduce the risks of fire posed by the structure, external walls and common areas of a building.

Fire service can take enforcement action against responsible people who fail to comply

120
Q

t has happened since the Grenfell Tower tragedy?

A

ckett review was completed which made recommendations on the regulatory system for the future.

Fire Safety Act (2021)
Building Safety Bill (2021)

121
Q

What are RICS firms obligated to provide in terms of H&S?

A

safe working environment
safe work equipment
safe systems of work
competent staff

122
Q

What’s the difference between a risk and a hazard?

A

Hazard = something that can cause harm

Risk = the likelihood of something cause harm.

123
Q

What did you learning in your H&S training?

A

he training covered both mine and my firms duties in relation to H&S.

Employer:

provide safe equipment and work environment
have and display H&S policy
Me:

be a ‘safe person’
assess what PPE is needed
assess safety prior to visiting a site as per Surveying Safely

124
Q

hat is the time frame for reporting injuries to HSE?

A

eport within 15 days, keep record of 3 day plus injuries, keep records for 3 years

125
Q

What is the RICS doing to improve sustainability?

A

CS action agenda:

Building Passport - data platform to host all building related data, from design and planning through to demolition.

RICS Building Carbon Database

Established World Built Environment Forum - to gather experts from the sector and share knowledge

126
Q

Give example of RICS Guidance on sustaianbility

A

Guidance note on ‘Sustainability and Commercial Property Valuation’ 2013

Sustainability Report 2021

127
Q

ny new RICS guidance on Sustainability?

A

Guide Note: Sustainability and ESG within Commercial Property Valuation.(in consultation)

128
Q

What is your organisation’s Sistanability policy

A

SDGs chosen:

Good health and wellbeing
Gender Equality
Quality education
Climate action
Signed up to the World Green Building Council’s target, have to achieve net zero by 2030.

Committed to occupying assets which are net zero by 2030
Improve energy consumption

129
Q

hat is the UK doing to help combat sustainability?

A

et Zero by 2030

Reduce GHG emissions by 68%

Government 10 point plan, create 10k jobs

Greener buildings (Green Homes Grant)
power generation sector
Greener transport

130
Q

What is MEES?

A

Minium Energy Efficency Standards

131
Q

when does MEES apply

A

s of April 2018 all residential and commercial new leases above E

As of April 2020 all new and existing residential leases

As of April 2023 all new and existing commercial leases

132
Q

Penalties for failing to comply with MEES

A

Commercial
>3 months = £5k or 10% RV
<3 months = £10k or 20% RV

Residential
>3 months = £2,000
<3 months = £4,000

133
Q

What are the changes to Part L and F?

A

art L and F closely linked, as if homes become over heated, then that will make the air uncomfortable to breath. So they go hand in hand.

Part F will need to change to ensure the right level of ventilation is supplied to ensure good indoor air quality and user comfort.

Preferred option is to reduce by 31% by 2022 and then 75-80% by 2025.

134
Q

ell me about some potential changes to the MEES?

A

Minimum threshold of EPC could go to C in 2027, and B in 2030

Can only advertise/let properties compliant with MEES

135
Q

WHy is Team Collaboration important

A

Pools ideas and approaches together.

136
Q

at is the unconscious bias?

A

Subconscious social stereotypes that we have about certain people that we are unaware about.

137
Q

hat is the UK GDPR?

A

UK’s implementation of the GDPR following Brexit.

Retained in UK Law.

Governs how UK businesses process EU residents data.

138
Q

ny further information you’re aware of on Data Handling?

A

roposed RICS Professional Statement on Data Handling and the Prevention of Cyber Crime.

Address how surveyors collect, store and use data.

Address cyber risks posed by modern ways of working including portable devices.

139
Q

What are HCC short, medium and long term goal

A

hort term = meeting annual targets

Medium term = gradually increasing targets, increasing staffing

Long term = Creating a better ampshire

140
Q

What is the RICS business plan?

A
141
Q

What is the Equality Act 2010?

A

is law which protects people from discrimination, harassment and victimisation.

142
Q

What is harrassment?

A

omething which creates an offensive or hostile environment.

143
Q

What do you need to assess/consider when looking at a building and it’s relation to inclusive environments?

A

Different physical and mental health issues.

Factors which can lead to social isolation.

Policy and legal requirements i.e. planning policy and building regulations?

The value it can bring to building owners and occupiers.

144
Q

cost an element to consider in relation to making an environment inclusive?

A

Yes, reasonable test within the Equality Act 2010.

If it is financially unviable to undertake the work, then it is not reasonable to.

145
Q

What does the NPPF say about inclusive environments?

A

tates that development needs to be designed to be inclusive - for individual, public and private buildings.

Inclusive in that the buildings are their surrounding spaces can be accessed and used by everyone.

146
Q

What are the advantages of ADR?

A

peed
Informality
Lower cost
Confidential
Greater degree of negotiation

147
Q

hat RICS documents relate to advocates?

A

RICS Professional Statement: Surveyor’s acting as Advocates 2017

148
Q

What redress scheme does the RICS provide?

A

RICS Dispute Resolution Service

149
Q

What is IFRS?

A

nternational Financial Reporting Standards

Standards based approach
International
Companies that are publicly traded on the stock exchange must follow IFRS, otherwise can to follow GAAP

150
Q

What is UK GAAP?

A

Rules based approach
FRS 102 used for companies not following IFRS

151
Q

ame some ways to provide good client care?

A

Communicating clearly
Seeking feedback
Developing long term relationships
Ensuring regular contact & updates

152
Q

hy is it important to identify and know your client?

A

Tailor service to different levels of knowledge
Limit cross sell between departments
New business generation
Money laundering purposes
Understanding their business objectives

153
Q

ow can you seek client feedback?

A

Project reviews
Satisfaction surveys
Meeting informally
Discussion groups
Quality assurance

154
Q

n dealing with a typical negotiating instruction who is your general duty of care toward

A

My client - to do the best deal for them as a negotiator (unless acting as expert witness with a duty to the court)

155
Q

hat must a firm do in relation to CHP?

A

gree CHP with professional indemnity insurance
Operate a written CHP
Train and make CHP available to staff
Have an RICS ADR mechanism
Agree CHP with Professional Indemnity Insurance
Provide CHP if a complaint is received

156
Q

hat standard of service do RICS apply when considering a complaint about a member or firm

A

Reasonable Professional

APC (13 decks)

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