RICS Specific Flashcards
How many stages in a CHP?
2
How long do you have to acknowledge and respond to a complaint under RICS guidelines?
7 days to acknowledge receipt and 28 days to respond.
What is stage 2 of CHP?
If stage 1 fails to resolve the complain then the CHP should direct the complaint to an independent redress provider approved by the RICS regulatory board
What measures do you need to have in place before you commence work for your own practice?
1.Complete Firms Details and inform RICS
2.Appoint a contract officer to manage RICS communications
3. Register with RICS for regulation of the firm by the regulatory board
4.Share Business and staffing details (name, type of ffirm, number of members, date of establishment, head office, associaions with other firms and primary activities undertaken
5. Nature of clients - public, resi, commercial
6. Have a CHP set up
7. Have your core regulatory information ready - PI, Holding Clients Money etc.
What do you understand by client care?
The process of identifying all client types and the behaviors appropriate to establishing strong relationships, alongside the systems and procedures for managing the client care process.
How do you deal with a client complaint?
Listen to the complaint - record and review the information
Establish area of uncertainty where further clarity is required
Establish who is making the complaint
Take Ownership of the issue
Work with client to solve issue
Apologise, but do not admit fault
Set out time frames for response
Follow CHP - Decide whether insurers need to be informed under PI terms
What RICS note covers complaints?
RICS guidance note - Complaints Handling 1st edition July 2016
What are the requirements for CHP?
Be fit for purpose - reflecting size of the firm
Be made available to all staff and be understood by them
Be readily available to complainants
Be regularly reviewed
Be agreed with PI Insurers
Have access to independent redress if the firm cannot resolve
If sole trader ensure a third party is named
What are the main roles of the RICS
Protect the interests of consumers and businesses through strict regulation of the profession
Maintain the highest standards of education and training in the surveying profession
Be the leading source of information and independent advice on land, property, construction and associated environmental issues.
Act in the public’s interest
Are you aware of any of the objectives within the RICS business plan 18-21?
Influential thought leader
Trusted by our stakeholders and society
RICS professional qualifications remain in demand
Sustainable 21st century professional body
When must a firm be regulated?
If 50% or more of the principles are RICS members
What is the minimum number of RICS members within a firm for the firm to apply to be regulated?
25% of principles (i.e director or equivalent)
Who liaises with the RICS?
The regulated firm must nominate a responsible principle - the responsible principle is responsible for ensuring all measures are in place to enable compliance with the RICS requirements - including reporting to the RICS when required.
Why were the rules of conduct updated?
- Simpler structure, easier for RICS members and firms to understand the rules and behaviours expected of them
- Clarity in the behaviours expected of members and firms to provide more confidence for clients and public.
- Focus on respect, diversity and inclusion.
Is there any guidance on the use of social media?
Use of Social Media, Guidance for RICS Members 2021
