SUBMISSION - MANDATORIES Flashcards
What is client care?
Process of identifying all clients + behaviours appropriate to establishing good relationships, along with systems + procedures for managing the client care process
How do you identify your clients’ objectives?
Refer to their instruction letter + confirm within terms of engagement
KPIs
Communicate with client
Pre-start meetings
Who are your clients?
An individual or firm to who you or your firm provide service to
Why is it important to clarify your clients’ objectives?
What behaviours are important for maximising client relationships?
How do you maximise client relationships + ensure a transparent + harmonious environment?
What are KPIs?
Key Performance Indicator
Type of measure to make it clear what is expected for good performance or success on a project
Should be reviewed regularly
Why would you use a KPI?
To measure performance or success on a project
To help manage work deadlines or clients’ expectations
What KPIs might you agree with a client to monitor performance?
Agree to provide weekly updates on a project
What KPIs do you have with your client?
Inspect residential properties every 12 months, except in first year when inspection should also be undertaken in first 6 months
Acknowledge all complaints within 3 working days + provide full written response within 20 working days
Complete yearly rent reviews for residential properties, a minimum of 2 months in advance of the yearly review date
Respond to + undertake any repairs under £2000 – 100% response to be provided within 48 hours, 90% completion due within 5 working days
How would you set fees?
I personally don’t set any fees
However, I would set these in line with other local RICS surveying firms with consideration to scope, time + resources required for a job
What is PI Insurance?
What are the RICS requirements relating to PI insurance and how does this compare to your firm?
Tell me about your firm’s CHP
What are the different methods of communication?
- Written – reports and emails
- Graphic – maps showing where property is in relation to HS2 line
- Verbal – phone calls and meetings
- Non-verbal – body language, appearance, posture, eye contact, facial expressions
What forms of communication do you use, what has worked well?
Emails - good for formal + detailed info. Provides written record
Phone calls - good for quick, direct communication + solving urgent matters
Meetings - good for discussions, decision making + building relationships
Reports - good for providing detailed reasoning + advice to clients
How do you determine the appropriate tone based on the desired outcome?
Assess situation, clarify what I want to achieve, then choose a tone that aligns with my goal
E.g. if resolving complaint - more empathetic tone
If resolving conflict - may be more assertive for persuasion
When would you choose to use written communication over verbal communication or a face to face meeting?
If I needed to provide formal + detailed information to a client or if I needed to provide a follow up to a conversation, summarising main points or agreed actions
What barriers to effective communication have you come across?
- Poor listening skills
- Differing expectations
- Physical barriers (folded arms)
- Jargon/technical language
- Prejudice/bias
What are the benefits of in-person meetings compared to online?
- Helps facilitate stronger relationships
- Enables better non-verbal communication (i.e. eye contact + hand gestures) which can reduce potential misunderstandings
- Less distractions
Give me an example when you have shown effective communication
- Regularly communicated with contractors to instruct to carry out works
- Firstly send email, letting them know they have won project. Ensure all necessary info is included in email, including costs/approved works
- Follow up with phone call to confirm receipt + address questions. During call, reinforce main points from email + speak clearly
- Throughout conversation, actively listen to response + clarify any uncertainties
Tell me about some key skills required for good negotiation
- Discussing/agreeing objectives with client beforehand, including negotiable + non-negotiable points
- Conducting detailed research beforehand
- Preparing win-win + fallback positions
- Discussing areas of common ground during negotiations
- Maintaining communication
- Understanding other party’s position
- Walk away if need to
How do you identify your clients’ objectives before commencing work?
At beginning of project, have conversation with them around objectives
Ask client about other areas they have not mentioned to get a holistic view of objectives
After meeting, follow up with written record to make sure everyone is on the same page + to have something to refer back to
Why is negotiation important?
Helps reach agreements, resolve conflicts + achieve mutually beneficial outcomes
What is principled negotiation?
Aiming to find a fair solution by generating options for mutual gain
How do you conduct detailed research and establish objectives before entering a negotiation?
If I was negotiating on behalf of my client, I would set up a meeting with them + establish what their objectives are. I would also understand what their negotiable + non-negotiable points are
How do you identify flexible and non-negotiable points in a negotiation?
By communicating with my client
Understand what areas they can give on + the areas that they cannot
Tell me about how you communicate effectively (and responsibly) using social media
- Ensure that any information I post is accurate + not misleading
- Ensure to express any views in a professional + respectful way
- Do not share any confidential information
What do RICS set out as best practice for the use of social media?
Use of social media: guidance for RICS members, 2024
- Members should check source + accuracy of info they share online + correct themselves if have posted false or misleading info
- Members should think about whether a public comment could be misinterpreted as a professional opinion + may need to distinguish clearly between them
- Members should express their views in a respectful + professional way
- Members should not share confidential information to clients or share private info about other individuals that is likely to damage public confidence in the profession
How do you use visual media to communicate with clients, e.g. before & after photographs?
When I have completed works to resi properties, I have shown clients’ photographs of the end results - this has enabled greater trust + a quicker approval time for future works
Tell me about how you conduct yourself in negotiations
- Ensure I am well prepared beforehand
- Actively listen to the other party
- Ensure clear communication
- Consider other party’s interests
When meeting with clients how do you decide to hold a face to face meeting or one over an internet call?
Look at the purpose of the meeting - if it requires a complex discussion then would opt for an in-person meeting. If quick update/check in then would opt for internet call
How would you present a cost/benefit analysis to a client as described in your submission?
- First set up a meeting to run through proposed scope of works
- Once client happy with works, send email with agreed works proposals
- Then obtain costs + present report to client
What is your negotiating style?
I prefer to reach outcomes that all parties are happy with
I do this by understanding other party’s perspective, communicating clearly with them + take time to understand my negotiable + non negotiable points
A tenant calls you up and makes a complaint. They are extremely angry. How do you communicate with them + how do you react?
Remain calm
Listen to them
Reassure them + ask them to summarise complaint in an email
How did you ensure clear communication with your client during the proposed works at B. Lawns?
- Spoke clearly + backed up points with supporting photographs
- Listened to my client if they had any questions + answered them avoiding technical jargon as much as possible
- Followed up discussion with email, summarising agreed works. Then issued report with proposed costs once I had obtained these
Talk me through how would you carry out a negotiation
- Prepare
- Discuss
- Bargain
- Conclude + agree (make sure to finalise in writing)
- Implement + exercise
Can you describe the negotiation process with your client at K. Cottage, focusing on the importance of quality over cost?
I set up an in-person meeting with my client to discuss proposed maintenance works I had identified to a resi property
Client prioritised minimising costs, however I negotiated for higher expenditure. Communicated that it would be more expensive initially but better in the long run to reduce maintenance costs, ensure quality of works + minimise any complaints
Presented a detailed specification to my client + explained to them my reasoning behind each item in person. Also presented supporting photographs to back up my points
Client agreed to go ahead with my proposals as met objective of ensuring effective asset management
How would you negotiate a rent review?
- Discuss objectives with client beforehand. Understand where there may be some flexibility
- Present evidence to tenant + start with clients’ best outcome
- Review their evidence + see if there is any flexibility
- Would go back to client + discuss with them if necessary
- Hopefully - come to agreement where both parties’ are happy
How did you prepare for your negotiation at K. Cottage?
Inspected property - gathering evidence + supporting photos
Ensured to consider + present different options, e.g. repairing + replacing windows/doors
What if your client did not agree on the proposed works at K. Cottage?
Client doesn’t have to take my advice. Would communicate to them that my position remains the same from my professional judgement
Would set this out in writing to them + outline the risks
Could also consider taking client to property + pointing out issues to them in person so they could see for themselves
What is the H&S at Work etc. Act 1974?
Key legislation relating to H&S
Places duties on employers + employees relating to H&S
What duties does the H&S at Work etc. Act 1974 place on both employers + employees?
EMPLOYERS - maintain/provide equipment, safe systems of work, safe premises + training
EMPLOYEES - take responsibility for their own health + safety + others under their duty of care, e.g. colleagues on site visits
What are the penalties for failing to comply with the H&S at Work etc. Act 1974?
Unlimited fine +/or up to 2 years imprisonment
Directors can be disqualified for up to 15 years
What does acting as a safe person mean?
Individual who takes responsibility for their own actions + others around them
What does the RICS Professional Standard 2018 cover?
Sets out basic, good practice principles for management of H&S for RICS-regulated firms + members
Key areas:
- Identifies safe person concept
- Identifies hierarchy of risk control (risks should be reduced to the lowest reasonably practicable level - elimination, substitution, engineering controls, administrative controls, PPE)
- Includes how to carry out a RA
- Advises members to carry out RAs before attending site including requirement for PPE
- Provides checklist of matters to consider before visiting site, e.g. including arrangements for lone working
What are the responsibilities for members set out in Surveying Safely?
- Members must take responsibility for their own actions + others around them
- Should carry out RA before attending site + follow company’s lone working policy
- Undertake training provided by employer
What are the responsibilities for firms set out in Surveying Safely?
- Firms must provide PPE (steel-toe capped boots, hi-vis, hard hats, gloves, ear defenders)
- Firms must have an appropriate management structure from top down with clear written policies + procedures
- Firms must provide a safe working environment + safe working equipment
- Firms must have adequate insurance, e.g. employer’s liability (protects employers from claims made by employees with job-related illness or injuries) + public liability insurance (protects businesses from claims made by public for injuries or property damage)
What are the RIDDOR regs?
Reporting of Injuries, Diseases + Dangerous Occurrences Regulations 1995
Requires employers to report + record work-related accidents that cause serious injuries or deaths, diseases + dangerous occurences
Must report injury to HSE within 15 days of accident
Must keep record of all 3-day plus injuries
Do you ever work at height?
I am not insured to work at height
However, am aware of Work at Height Regulations 2005 - requires work to be undertaken by competent individuals, proper equipment must be used + work must be properly supervised
What are the Construction (Design and Management) (CDM) Regulations 2015?
Legislation that places various responsibilities for H&S on key duty holders, including client, principal designer + principal contractor
When must you follow CDM?
All construction projects in UK (domestic + non-domestic), regardless of size or duration
Includes new builds, refurbs, demolitions + maintenance work
What roles do the Construction (Design and Management) (CDM) Regulations 2015 outline?
Clients (commercial + domestic)
Designers
Principal designers
Principal contractors
Contractors
Workers
When must HSE be notified of a project under CDM?
Construction work that is likely to last longer than 30 working days + have more than 20 workers working simultaneously at any point
Or exceed 500 person days
What is an F10 form?
Notification form that must be submitted to HSE when a construction project is notifiable
What are the client’s duties under CDM?
Make suitable arrangements for managing a project
Appoint other duty holders
Allocate sufficient time + resources
Prepare relevant information + provide to other duty holders
Ensure principal designer + principal contractor carry out duties
What are the duties of the principal designer under CDM?
Planning, managing + monitoring pre-construction phase
Ensuring risks are eliminated + controlled through design work
Passing information onto the principal contractor
Ensuring cooperation + coordination
Ensuring designers comply with duties
Assisting client in preparing pre-construction information
Preparing H+S file
What are the duties of the principal contractor under CDM?
Preparing Construction Phase Plan
Providing site inductions + welfare facilities
Ensuring work is carried out safely
Planning, managing + monitor construction phase
Liaising with other duty holders
What was the amendment under the PPE at Work (Amendment) Regulations 2022?
Extended duties of employers to provide PPE to limb workers (workers who have a more casual employment relationships + work under a contract for service, rather than a contract for employment)
Employers must now ensure that employees + limb workers are provided with suitable PPE + they receive proper information, instruction + training on its use
Tell me about risk assessments + method statements
Risk assessments = legal requirement for organisations employing more than 5 staff to carry out H&S assessment of all hazards
Method statement = document that sets out the way task is to be completed. Should outline hazards involved + include step by step guide on how to do job safely
How do you undertake risk assessments?
- Identify hazards present
- Identify people at risk from hazards
- Evaluate risk + consider likelihood of accidents occurring
- Record findings
- Review + update risk assessment regularly
- Advise all those affected of outcome of RA
Tell me about your firm’s policy on H&S
- Includes top down management approach (CEO responsible for ensuring H&S is properly implemented)
- Includes arrangements for risk assessments, PPE, training + lone working
Tell me about your company’s policy on lone working
- If on site, must record whereabouts in outlook (location, who you are meeting, time expected back)
- Take phone + take PPE
- Tell someone where you are
- Review risk assessment
- Reverse park
If a colleague did not return after a site visit, what would you do?
Check their outlook
Call phone
Check whether team has heard from them
Call home to see if they arrived home early
If no response, visit site (2 people)
If unsuccessful, call police
Tell me about your understanding of RICS guidance specific to residential property management
Guidance note H&S for Residential Property Managers, 2016
Sets out practical guidance around H&S management of most types + configurations of resi properties (e.g. HHSRS, HMOs, contractor management + management + reporting of accidents in UK)
Tell me about when you have used PPE on an inspection
- Inspected resi property where works were ongoing
- Considered it appropriate to wear a high vis, hard hat + steel toe capped boots
How did you follow your lone working policy during your inspection of S. Cottage?
- Updated details of my inspection in calendar with proposed times
- Let someone in team know where I was at all times
- Carried out RA before attending site + took appropriate PPE
Why did you reverse park at S. Cottage?
To get away quickly in case of an emergency
What is a dynamic risk assessment?
Continuous assessment of identifying, evaluating + responding to risks in real time
What was included in your dynamic risk assessment at Hillside?
- Noticed that there were aggressive dogs in the garden that were not on leads
- Identified dogs that were loose as a potential safety hazard + considered risk for injury
- Decided not to enter property until dogs were secured on leads
- Informed tenant about need to secure dogs before proceeding with inspection
What due diligence did you carry out before your inspection at Hillside?
- Arranged access with tenant
- Reviewed previous RA
- Emailed AM in advance to request details around any safety hazards
- Checked property on google maps - identified suitable parking arrangements + calculated how long it would take to get there
What PPE did you feel was appropriate for your visit at Hillside and why?
High vis - ensure I am seen by others
Boots - to protect feet from sharp objects
Hard hat - to protect from falling objects, i.e. slipped tiles
What do you understand by the term approved contractor?
What documents must you obtain?
Contractor who has been officially recognised + listed as reliable + competent to perform specific tasks or services
Documents:
- Public liability insurance
- Registered address
- Company name
- RA + method statement
- H&S policy
- Training certificates
What are the differences between a balance sheet, income statement + cash flow statement?
Balance sheet - shows company’s financial position for specific point in time. Shows assets, liabilities + shareholders’ equity
Income statement - shows company’s performance over specific time period, e.g. 1 year. Shows net profit + loss
Cash flow statement - merges balance sheet + income statement to show actual receipts + expenditure including VAT. Shows cash flow coming in + out
What is a cash flow statement split into?
Core operations
Investing activities
Financing activities
What are the differences between financial and management accounts?
Management accounts are for internal use of management team
Financial accounts are company accounts required by law
How do you monitor performance against financial targets?
Attend weekly meetings with my team to review what work is going on + estimated fees
Helps identify any gaps in performance + where we are performing well
Why is it important to monitor performance against financial targets?
Ensures business stays on track to achieve financial goals
Allows identification of areas where business are performing well at + areas that need improvement
Helps mitigate risk, enhance efficiency + optimise resource allocation
What are financial targets?
Specific goals set by a business to achieve financial outcomes within a certain period
When you were in the prop man team, how did your weekly meetings to review forecasted fees contribute to the firm’s wider goals?
Allowed me to understand my performance + track my fees against set targets + ultimately contribute to the firm’s wider goals
What are credit safe checks?
Assessment of company’s financial health + creditworthiness
Help determine if company is financially stable + reliable
Why is it essential to conduct credit safe checks?
Can help businesses assess the financial stability + reliability of clients, suppliers + partners
Can help make informed decisions about whether to pursue relationship with them
When and how do you conduct credit safe checks?
When onboarding a new client, assessing tenant, or onboarding a new contractor
Use Creditsafe - look at credit score, turnover, previous payment history, financial statements, whether they have had a CCJ (county court judgement)
If individual tenant - can use Experian
What do you look at when conducting credit safe checks?
Credit score
Turnover
Financial statements (balance sheets, income statements + cash flow statements)
Payment history
Whether they have had a CCJ (county court judgement)
Tell me about a time when you have conducted a credit safe check
Conducted a credit safe check when doing a valuation for a let industrial unit
Assessed tenants’ covenant by looking at creditsafe score - determined they had a strong covenant (A 54)
What is a business plan?
Formal document containing goals + methods for achieving goals + timeframes for achieving goals. Provides direction to a business
Why do you need a business plan?
- Helps with budgeting
- Helps respond to change
- Ensures businesses are committed to planning future
- Enables plans to be reviewed + reflected on in future
- Focuses on priorities
What are the elements of a business plan?
- Vision statement (focuses on business + objectives in future)
- Exec summary
- Team
- Operations
- Forecast cash flow
- Mission statement (focuses on business + objectives today)
How often should a business plan be reviewed?
Annually
Why is it important to regularly review business plans?
To account for market changes, business changes + new objectives
What makes a good business plan?
- Short, concise + to the point
- Regularly updated
- Realistic
- Formal + professional
- Contents page + visual
Tell me about your firm’s business plan
5 year business plan - vision 2030
Based around 5 strategic pillars
1. Exceed client expectations
2. Focus on people, i.e. recruitment, development + retention
3. Elevate brand
4. Double profit
5. Be an ever-evolving business (adapt to changing conditions)
What does your company’s business plan mean to you?
Point of reference for me to consider in day-to-day job
When doing work, consider how it contributes to vision 2030 + if not, what I can do to change to help my firm
How can you contribute towards your firm’s business plan?
Ensure I keep to billing targets
Help promote trust + good relationships with clients
Support new colleagues + new starters
Identify opportunities to cut back on cost - e.g. lift share where possible to minimise expense to business
What is a SWOT analysis?
Strategic planning tool used to identify + evaluate strengths, weaknesses, opportunities + threats to business
Tell me about when you have used a SWOT
Used a SWOT analysis when doing a valuation
Evaluated strengths, weaknesses, opportunities + threats relating to property
What are the benefits of a SWOT analysis in assessing the current and future liability of a business?
Can help identify key strengths, weaknesses, opportunities + threats
Provides a holistic view of business’ current situation + future prospects
Enables better decision making + strategic planning by understanding all aspects of environment
Can help in anticipating/addressing potential issues before they become significant liabilities
Strengths = can highlight what the business does well, e.g. plentiful resources
Weaknesses = outdated technology
Opportunities = can highlight market trends + areas for expansion that can reduce risk
Threats = external risks, e.g. economic downturns, competitive pressures
What different business structures are you aware of?
- Sole trader
- Limited company
- PLC
- Partnership
- LLP
What is a sole trader?
Individual who owns + operates business on their own
What is a limited company?
- Business structure where company is legally separate from owners
- Owned by small group of shareholders (shares not available to public)
- Needs to be registered with companies house
What is a public limited company?
- Business structure where company can sell shares to public on stock exchange
- Owned by shareholders
- Shareholders’ financial risk is limited to their investment
What is a partnership?
- Business structure where 2 or more people run a business
- Each party is jointly responsible for debts
- Risky as if one partner can’t pay, other will be liable for their share
- Easier than other structures to set up with few formalities
What is a Limited Liability Partnership?
- Business structure owned by partners
- Each partner has a share in the business
- Have to register with companies house
- Less risky as personal assets are separated from business
- Flexible decision making + management
- More complex + costly to set up than traditional partnership
What type of business structure is Carter Jonas? What are the advantages and disadvantages?
Limited Liability Partnership (owned by partners)
Adv: partners are not personally liable for business’ debts beyond investment, flexibility in management + decision making
Disadv: setting up LLP can be complex + more costly than traditional partnership
Do the RICS have a business plan?
RICS Future Foundations
Sets out strategy from 2023 - 2026
Sets a vision to achieve a natural + built environment that is sustainable, resilient + inclusive for all
How can you prevent conflict?
- Can identify early warning systems, e.g. communication breakdowns
- Clear + regular communication
- Maintain clear records
- Ensure timely payments
- Clear + robust client briefings
What is conflict?
Disagreement between parties
What is proactive conflict avoidance + why is it important?
Identifying + addressing sources of conflict before they escalate into serious issues
Important to maintain + improve working relationships, help facilitate a positive environment + enhances productivity
What role does effective communication play in proactive conflict avoidance?
Prevents misunderstandings
Facilitates open dialogue
Builds trust
Enhances collaboration
What are early warning signs?
Identifying early symptoms of problems, e.g. communication breakdown or late payments
How can maintaining thorough records prevent conflict?
- Provides a written audit trail + evidence of what has been agreed on
- Provides evidence of who is responsible for what
What is ADR and tell me about the benefits
- Alternative Dispute Resolution
- Procedures to resolve conflicts without resorting to litigation
- Cheaper than litigation
- Quicker than litigation
- Flexible + informal
- Can involve experts rather than lay judges
- Quality of decision making
- Greater opportunity for negotiation
What methods are available to resolve disputes?
- Negotiation
- Mediation
- Conciliation
- Adjudication
- Arbitration
- Independent Expert Determination
What is mediation? Give me some advantages and disadvantages
Form of ADR where neutral party shuffles between parties + helps them reach agreement
Adv:
- Helps maintain good relationships
- Informal + confidential
- Cost-effective
- Can reach resolution quickly if parties are cooperative
Disadv:
- Not binding (unless parties agree)
- No guaranteed resolution if parties are not willing to reach agreement
What is the difference between mediation + conciliation?
Mediation involves a neutral third-party facilitating discussion without suggesting solutions
Conciliation involves a neutral third party who actively suggests solutions + offers advice
What is adjudication? Give me some advantages and disadvantages
Form of ADR for construction disputes. Adjudicator appointed + has 28 days to make binding decision that must be adhered to
Adv:
- Decision reached within 28 days
- Can help preserve cash flow during construction
- Cheaper than litigation or arbitration
Disadv:
- Decision is not necessarily final as may be reconsidered by court or arbitrator at a later date
What is arbitration? Give me some advantages and disadvantages
Form of ADR where independent third-party receives written or verbal evidence at hearing from parties’ representatives to reach a binding decision
Adv:
- Fast + confidential
- Cheaper than litigation
- Arbitrator has power to award costs
- Legally binding
Disadv:
- Still quite expensive
What is independent expert determination? Give me some advantages and disadvantages
Form of ADR involving independent expert who has a duty to investigate all relevant evidence. NOT legally binding
Adv:
- Cheaper than litigation or arbitration
- Fast process
Disadv:
- Not legally binding (unless parties agree)
- No right of appeal
Why is it important to attempt negotiation in the first instance?
To help maintain relationship between parties
Also the most cost-effective method
What is litigation?
Process of taking a dispute to court
Can be used where ADR fails as a last resort
Governed by Civil Procedure Rules
Disadv:
- Public process
- Expensive
- Strict procedures
- Lay judges
What is the difference between an arbitrator + independent expert?
Arbitrator:
- Acts on evidence submitted by parties
- Governed by Arbitration Act 1996
- Has power to award costs
- Binding
Independent expert:
- Relies on own investigations to arrive at decision
- No legislation. Relies on contract with parties
- Has no power to award costs unless parties agree
- Not binding
What is the difference between acting as an expert witness + independent expert determination?
Expert witness = role that surveyor may act during 3rd party proceedings. Has duty towards court not to client
Independent expert = role of third-party during ADR proceedings. Appointed by parties or RICS President
What is the Data Protection Act 2018?
UK law that governs how personal information is used by organisations, businesses + governments
UK’s implementation of GDPR + replaces DPA 1998
What is the requirement under the Data Protection Act 2018?
Report data breaches to International Commissioners Office within 72 hours where loss of personal data occurred
What are the penalties under the Data Protection Act 2018?
Fines up to 4% of global turnover of company or £17.5 million (whichever is greater)
What are the principles of the Data Protection Act 2018? (six - SAIDPL)
- Storage limitation
- Accuracy
- Integrity, confidentiality + security
- Data minimisation
- Purpose limitation
- Lawfulness, fairness + transparency
What individual rights does the Data Protection Act 2018 provide? (eight - RADIOERA)
- Right to rectification
- Right to access
- Right to data portability
- Right to be informed
- Right to object
- Right to erasure
- Right to restrict processing
- Rights to automated decision making + profiling
Why is data security important?
Provides protection to customers + employees
Safeguards sensitive information, e.g. personal data
Ensures compliance with regs, e.g. DPA 2018
Helps prevent financial loss as a result of data breaches which can result in fines, legal fees + damage control efforts
What measures can be put in place for data security?
- Change password every 30 days
- Never leave devices unlocked
- Never click on suspicious attachments
- Use two-step authentication
- Back up data
- Automatic updates
- Encryption
- Receive regular training
How does password protecting data ensure data security?
Ensures that only authorised individuals can access the data
What ways can a data breach occur?
- Lost or stolen devices
- Phishing/whaling (CEO fraud)
- Unauthorised access, e.g. hacking
- Human error, e.g. sending email to wrong person
Malware (software designed to gain access to computer systems)
What does your firm’s policy on data protection say?
- Policy is in accordance with legislation
- Following breach, contact IT + compliance with details of what has happened
- If breach via email, recall
- Do not discuss with anyone other than line manager until cleared to do so
- Wait further instructions from team
What would you do in the event of a data breach?
- Advise IT + compliance ASAP
- Do not discuss with anyone other than line manager
- Compliance will update Data Breach Log + IT will log loss of equipment
- Advise client if appropriate
- DPO will be responsible for advising ICO of any significant data breach using ICO’s Data Breach Notification Form
What is team working?
Group of people collaborating to complete a common goal or task
Involves sharing tasks, communicating effectively, and supporting each other to get the job done
What are the benefits of an effective team?
- Improves productivity
- Increases efficiency
- Increases creativity
- Increases employee motivation + creates positive work environment
How do you promote team working?
- Listen to other people’s ideas + ask questions
- Am always honest with my team + maintain clear communication
- I am enthusiastic + enjoy helping others + discussing ideas
- Actively participate in team meetings
What do you contribute to your team?
My team has a shared goal of delivering work to clients within timescales agreed, making fees + always delivering a high level of client care + service
Individually, I carry out those things to reach our shared goal as a team
If members of the team are struggling, I step in + help them because of our shared goal
Tell me about a time where you have worked in an effective team
As a pool of graduates within my firm, we all work together to ensure we have the appropriate experience, while also meeting our clients’ needs
On one occasion, I noticed another graduate struggling with their workload, which was stopping them to gain experience in other areas
I stepped in to help them with their tasks. This helped them gain other experience + also provided me with experience in that area
The collaboration was mutually beneficial, enhancing both our skill sets + contributing to the success of our graduate team
What key skills are essential for teamwork?
- Listening to other people’s ideas
- Participating + encouraging others to participate
- Identifying strengths/weaknesses + playing to them
- Helping others
- Effective communication
What are some common barriers to teamwork?
- Poor leadership
- Misunderstandings of objectives
- Poor selection of team members
- Wrong mix of skills + personalities
- Inadequate resources + training
How does good communication promote effective teamwork?
- Ensures everyone understands roles in team
- Helps build trust + good working relationships
- Allows members to solve issues quickly before they escalate
- Provides opportunities for feedback
What is diversity + why is it important?
- Refers to different characteristics that make each person unique
- Important because it brings new ideas + viewpoints to a team
- Therefore team is likely to be more successful
What is inclusion + why is it important?
- Making sure everyone feels valued + welcome
- Essential for employee retention, effective team working + success of businesses
What is the difference between equity + equality?
- Equity recognises that not all employees will have been given an equal chance either growing up or as entered workplace
- Equality in workplace provides employees with equal opportunities (one size fits all)
Has the RICS published anything in relation to inclusion and diversity?
- DEI guidance (supplements Rule 4 of Rules of Conduct)
- Provides good practice in 6 areas (inclusive spaces, inclusive recruitment, inclusive policies, inclusive culture, everyday life at work + career progression)
- Aimed at supporting all business but recognises that small + medium businesses often cannot dedicate the same resources as larger businesses to optimise their DEI practices
What does your firm’s policy on diversity + inclusion say?
Company has a zero-tolerance approach to discrimination of any type
Built diversity + inclusion into KPIs
KPIs - increase number of women on management boards by 2025, reduce mean gender pay gap by 2025
How does your office promote inclusion + diversity?
- Our office is actually very diverse + inclusive
- We have regular lunches + events hosted by the EDI network to educate employees on DEI
- People feel comfortable to send an email to the entire office to celebrate different events. For example, someone bought in food to celebrate Diwali when it was Halloween
- Our office social team also organises social events for the whole office – encourages people to mix with one another
What is unconscious bias?
Learned stereotype that is automatic + unintentional
How can you address unconscious bias?
- Challenge decision making
- Recognise it + be aware of generalisations
- Take time to establish facts
- Avoid making assumptions
- Record reasons for decisions (for recruitment purposes)
What are the 9 protected characteristics under the Equality Act 2010?
- Marriage + civil partnership
- Age
- Disability
- Gender reassignment
- Sex
- Race
- Sexual orientation
- Pregnancy + maternity
- Religion or belief
What is an inclusive environment?
Space designed + managed to be accessed + used by everyone
Facilitates dignified, equal + intuitive use by all
What are the 4 types of illegal discrimination under the Equality Act 2010?
- Direct
- Indirect
- Harassment
- Victimisation
What is direct discrimination + give me an example
- When someone is treated less favourably because of protected characteristic
- E.g. qualified person not hired for job based on ethnicity
What is indirect discrimination + give me an example
- When rule or policy applies to everyone but disadvantages group of people
- E.g. company dress code that prohibits head coverings
What is harassment + give me an example
- Unwanted behaviour that makes people feel humiliated or offended
- E.g. making jokes about someone’s religion
What is victimisation + give me an example
- Occurs when someone is treated badly because have made complaint about discrimination or supported someone who has
- E.g. being treated in hostile manner by senior member of staff after supporting colleague’s complaint
Does compliance with Part M mean that an environment is inclusive?
No - Part M only sets out minimum requirements
Does not mean compliance with Equality Act 2010
Who is responsible for the promotion of inclusive environments?
Everyone in the built environment
What are the minimum requirements set out in Approved Document M of the Building Regulations?
How does your firm ensure that the workplace is inclusive?
What key legislation relates to inclusive environments?
Equality Act 2010
What reasonable adjustments does the Equality Act pose?
What is meant by reasonable?
What is sustainability?
Meeting needs of present without comprising ability of future generations to meet their own needs
How is sustainability relevant to the built environment?
Built environment accounts for nearly 40% of emissions globally
What does net zero mean?
Refers to balance between amount of greenhouse gases emitted into atmosphere + amount removed from it
Net zero - no net increase in atmospheric greenhouse gas emissions
How are you committed to supporting becoming net zero by 2050?
- Lift share where possible
- Use public transport to work
- Use electronic files + cloud storage to minimise use of paper files
- Use energy efficient light bulbs
- Turn lights off when not in use
Tell me about the RICS Sustainability Report 2024
How is the RICS committed to sustainability?
What is an EPC?
Energy Performance Certificate
Document providing info about energy efficiency of a building
What is included in an EPC?
- Energy rating (A-G)
- Energy use
- Typical energy costs
- Recommendations about how to reduce consumption
When is an EPC required?
When building is build, sold or rented
How long is an EPC valid for?
10 years
What are MEES?
- Minimum Energy Efficiency Standards
- Set of rules requiring landlords to maintain minimum energy efficiency level for properties
What are the implication of MEES?
- Domestic property - requires minimum E rating to let property on new lease from 1 April 2018. From 1 April 2020, requirement applies to existing leases, renewals + extensions
- Non-domestic property - requires minimum E rating to let property on new lease from 1 April 2018. From 1 April 2023, requirement applies to all non-domestic properties, regardless of lease changes
How are the MEES changing?
- Domestic - gov considering raising minimum standard to C by 2030
- Non-domestic - minimum standard expected to rise to D by 2025, C by 2027 + B by 2030
What are the exemptions to MEES?
- If building doesn’t need EPC
- Tenancy under 6 months of 99 yrs
- Certain resi leases, e.g. second homes
- If improvements devalue property by more than 5%
How does the MEES impact on residential property management?
- Cannot let properties with below EPC E rating
- When propose works, important to consider EPC rating
