Client Care 1 and 2

Question 1

How can a clients expectations be managed?

Answer 1

Clear terms of engagement.
Clear communication
Managing expectations early

Question 2

Are Terms of Engagement a requirement?

Answer 2

Yes by the RICS.

Question 3

How do complaints arise?

Answer 3

Unclear terms

Service (too long, incorrect service, misunderstood interpretation)

Question 4

What is the surveyors duty to a client before an instruction?

Answer 4

Ensure the client understands the service and ensure the client is able to make a reasoned decision on the service

Question 5

Must complaints be recorded in a log book?

Answer 5

Yes RICS requires their Firms to record all complaints in a log book in accordance with the rules for firms.

Question 6

What is the process of handling a complaint?

Answer 6

2 Stage Process.

STAGE 1

• Ask the complainer to issue the complaint in writing (if not already done so)
• Log complaint in log book (covered under data protection regs)
• Designated complaint dealer provides initial response within 7 days.
• Designated complaint dealer provides resolution response within 28 days.

STAGE 2
- If not satisfied go to Stage 2 (redress system via third party ombudsman)

Question 7

What dictates a complaint’s handling procedure?

Answer 7

PI Policy and RICS

Question 8

Tell me the process of dealing with a complaint if you were the designated complaints handler?

Answer 8

• Establish the complaints
• Provide initial response to complainer
• Evaluate and determine root cause.
• Ensure it doesn’t happen again
• Provide a resolution to the complainer.
• Record keeping (in accordance with rules).
• Learn from experience and implement training and monitor.

Escalate to Stage 2 if necessary.

Question 9

What types of client data is collected?

Answer 9

Projects information (requirements)
Site information (photographs etc)
Client information (contact details, address etc)
Complaint

All protected under Data Protection Act / GDPR.

Question 10

What is in a Terms of Engagement

Answer 10

Sets out rules and details of the instruction:

Parties and site information
Scope of services
Fees
Terms and conditions
Limitations
PI
Complaints handling procedure (briefly states - no need to provide at this time)

Question 11

What are the RICS’ PI requirements?

Answer 11

Based on a turnover basis from preceding year. If new company must forecast.

0-100k - 250K of cover
100-200K - 500K of cover
200K+ - 1M of cover

Must be provided by an approved insurer by RICS, list can be found on website.

Minimum 6 years run off period, if cannot be insured must have a run-off pool for any claims.

(dependant on contract signed i.e. deed this may be 12 years or even 15 years as usually have 3 years to bring a claim following liability period, acts include latent damage act etc)

Question 12

How do you gather client information?

Answer 12

Meetings
On site inspections
Request of documents (email/telephone/post)

Question 13

What is a KPI?

Answer 13

Key performance indicator. Measures performance against a performance spec/criteria to determine success or failure.

Question 14

How are stakeholders identified?

Answer 14

People affected
People of influence/power
People of interest

Question 15

Churchill House: How did you identify the stakeholders?

Answer 15

I brainstormed the potential stakeholders and ranked them in order (ad-hoc) of which I though had the most stake (affected, influence, interest)

Question 16

Churchill House: Who were the other stakeholders?

Answer 16

Tenants
Client
Managing agent
Neighbouring property

Question 17

Churchill House: What were the stakeholders’ requirements?

Answer 17

Tenants - Least disruption and building repairs
Client - building repairs
Managing agent - cost/time
Neighbouring property - Least disruption

Question 18

Churchill House: How did you provide a high standard of service?

Answer 18

I considered the stakeholders requirements which was important to the appointing client.

Ensure I minimised disruption by completing part of the works out of hours.

Keeping the Tenant satisfied was a key element established by the client.

Question 19

Churchill House: Why was only part of the works undertaken out of hours?

Answer 19

The scaffolding erection and dismantle was the only disruptive works and therefore only carrying out these kept the tenant satisfied and the costs down.

Tenant - Disruption
Managing Agent - Lower project costs

Question 20

Churchill House: What did the job entail?

Answer 20

Repair works to an atrium (light well) which included lead replacement, repointing, joinery and decoration works.

Question 21

Give me an example when you’ve gave great client care?

Answer 21

Harley Terrace - Client didn’t want an Asbestos Survey carried out as they didn’t believe any ACM’s were in the building.

I owed a duty of care to them and others to have one carried out.

Falls under HASAWA 1974 and CAR 2012 indirectly.

Question 22

Difference between client care of duty of care?

Answer 22

Both are intertwined with each other. Duty of care will lead to the best customer care.

Client care - Caring for your client and taking steps to meet their requirements and instruction.

Duty of care - Require to act with skill and diligence to ensure things are correct/legal, in this case the customer may not always be right as they lack knowledge.