Client Care

Question 1

What are the 5 rules of conduct for members and firms

Answer 1

RICS Rules of Conduct 2021
Global Standard
Based on the ethical principles of:
honest
integrity
competence
service
respect
responsibility

Question 2

What is effective client care?

Answer 2

Providing good service, relationship for business dealings

Question 3

Tell me about the client care that you undertook at Caldy Valley and GHS

Answer 3

-Provide a level of service and effective communication

Question 4

What RICS guidance relates to handling client money?

Answer 4

RICS Professional Statement Client Money Handling, 1st Edition 2019:
-Client accounts must be kept separately and clearly identifiable
-Word ‘Client’ must be on account
-Payment of interest is agreed with client and accounts kept in credit

Question 5

Explain the key step you would take if you decided to set up in practice as a sole trader after qualifying

Answer 5

-Need a locum
(professional appointed to “stand in” if ill/dead)

Question 6

What procedures must you follow when starting up a new practice?

Answer 6

-Inform RICS of new practice and register for regulation
-Appoint contact officer for all RICS communication
-Prepare a complaints handling procedure
-Arrange PII cover
-Abide by rules of conduct

Question 7

What would you do if you were asked by a client to reduce a fee proposal to win new work?

Answer 7

-I would only lower price if scope of works was lowered
-Firms should avoid price fixing, aggressive fee cutting or collusion with competitors.
-should be considered in the context of the bribery act and rules of conduct

Question 8

How do you agree fees

Answer 8

-Market based
-Agreed on ad-hoc basis