Mandatory - Client Care Flashcards
What are the principles of good client care?
- Understanding the clients objectives e.g. cost, quality, time
- Listening to the client and seeking formal and informal feedback
- Responding quickly to queries
- Managing clients expectations
On Cornhill London you speak about power tools, what issues must be considered with the use of power tools by operatives?
Health and Safety concerns and that operatives should be fully trained to use the equipment.
Additionally, regular breaks should be undertaken to ensure operatives do not suffer from repetitive strain injury.
When would you not accept an instruction?
Not qualified / competent
Conflicts of interest
Client won’t sign the terms of engagement
Client is on the UK Gov sanction list
How do you formalise service to clients?
Preparation of engagement documents which include:
* Letter of engagement
* Services schedule
* Terms of Business
All prepared using CBRE QA documents.
How do you maintain good relationships with clients?
Keep in contact.
Deliver full scope of works to set deadlines.
What is the RICS requirement for Complaints Handling Procedure (CHP)?
RICS Guidance Note on Complaints Handling 2016.
CHP must be approved by RICS.
Notify professional indemnity insurers as soon as possible if there is a complaint as this could result in a claim for negligence.
Details of the CHP must be in the Terms of Business.
Complaint’s log must be maintained.
ADR mechanism must be included in CHP.
What are the minimum procedures for complaints handling?
- Make complaint in writing to designated Complaints Handling Officer (CHO) – complaint must be acknowledged within 7 days and investigated within 28 days.
- Use an independent redress scheme as named in company’s CHP for ADR.
Can you name any independent redress schemes?
RICS Dispute Resolution Service
Property Redress Scheme
CEDR
What is your company’s CHP?
- Inform line manager and head of department of the complaint.
- Notify CBRE CHO who would register on complaints log and notify PI insurers.
- CBRE would acknowledge within 5 days and investigate within 21 days.
- CBRE would consider ADR, such as CEDR (Centre for Effective Dispute Resolution)
What is negligence?
A breach of a duty of care to clients and third parties which results in losses and claims for damages.
How do you avoid negligence claims?
Have clear Terms of Engagement in place.
Ensure competence to undertake instruction.
Keep detailed notes and photographs.
Keep up to date within market knowledge and legislation.
Cap professional liability on PI policy.
Can you give an example of a third party who could claim for negligence?
Tenant when I am acting on behalf of a landlord in an occupied premises.
What is the Limitation Act 1980?
Puts limits on periods you can claim for negligence.
Construction contract: underhand = 6 years, as a deed = 12 years.
How are fees calculated?
Dependent on instruction – based on size and complexity unless there is a framework agreement in place.
CA = % based.
Dilaps - % compensation based
