Client Care Flashcards
- What are the RICS docs to managing commercial properties?
a. Professional Statement Real Estate Management 2016
b. GN Commercial Property Management in England and Wales 2011
- What are the principles and practice of client care?
a. Ensure I am honest and transparent, to carry out my work with care and due diligence. To ensure I communicate effectively and in a timely manner and fully understand my clients instructions.
- What are the principles Professional Statement Real Estate Management 2016
a. Honest, fair and transparent
b. Carry work with care and due diligence
c. Provide terms of business including CHP
d. Avoid conflicts/manage them
e. Don’t discriminate
f. Clear and timely communication
g. Client money held in separate account
h. PII
i. Clear obligations
- What are the principles GN Commercial Property Management in England and Wales 2011
a. Provides guidance for:
i. Being efficient and accountable
ii. Primary duty of care is LL
iii. Advice on rent collection, service charge, managing buildings, H&S
iv. Summary of relevant law
- How do you maintain good working relationships?
a. I always ensure I confirm instructions, I am polite and courteous, arrange regular catch ups with the client. Provide timescales on larger projects and update the client regularly of my progress.
- What is the RICS document for complaints handling?
a. RICS Professional Standard Complaints handling 2016
- What is your companies CHP?
a. Acknowledge in 3 days
b. Respond in 10 days
c. If more queries respond in a further 10 days
d. Refer to ADR
- What does Professional Standard complaints handling 2016 set out?
a. Reducing complaints by having clear and concise terms of engagement
b. Have an approved CHP by RICS
c. Having PII in place
d. Advice on dealing with a complaint
e. Complaints log
f. Must include ADR
- What is the selected ADR for your company?
a. Property Redress Scheme
b. Centre of Effective Dispute Resolution
- What is the RICS CPH minimum
a. 7 days acknowledge
b. Investigate and respond in 28 days
