Client care Flashcards
(14 cards)
How might a landlord/investor’s requirements differ from a tenant/occupier?
- Landlords typically longer-term investments.
- Tenants typically shorter-term.
- Landlords interested in value of their assets and cost to maintain.
- Tenants interested in reducing liability i.e. dilaps.
Client A approaches you to ask if you can undertake a TDD survey, client B an RCA. Tell me about the different information you might need from them and how this might differ between the two service lines?
TDD:
- Condition of fabric.
- Defects.
- Lease and licences.
- H&S info.
- O&Ms.
RCA:
- Floor area.
- Floor plans.
- Building elements.
- Location.
What things need to be considered when agreeing fees with a client?
- Brief agreed.
- Deadlines.
- Resources.
How did you confirm your appointment with the client?
- Engagement letter.
- T&Cs.
What would you do if a conflict flagged up during a conflict check?
- Inform client - try to get informed consent [in writing].
- If conflict meant I couldn’t undertake my duties impartially then reject instruction or refer to other suveyor.
- Information barrier.
Windsor Walk, London – the revised option which included repairs to the parapet wall - how did you present these to the client?
- Presented both options to client stating the benefits of both.
- Stated constant maintenance would be required if parapet wasn’t remediated as well.
Can you give me an example of when you provided good client care?
When acting as CA:
- Good communication.
- Regular progress updates.
- Meetings on-site.
- Explaining variations.
- Give cost effective solutions.
Following on from “Can you give me an example of when you provided good client care?”
What one of the Rules of Conduct would this demonstrate?
Rule 3: Diligence.
Windsor Walk: Explain how you have managed more than one stakeholder.
- Regular meetings [contractor].
- Progress reports [client].
- Good communication [calls and emails].
The Hub: Was the fire engineer appointed directly to the client or through you and did you advise on any terms of business i.e. PI, CHP, limitations etc?
- Direct to the client.
- Advice: Direct contractual relationship with client means clearer accountability [use fire engineer’s PI not your firms.]
[Fire engineer can be appointed on client’s behalf with their approval].
The Hub: What was the Euroclass rating of the insulation?
Euroclass C (EPS insulation).
The Hub: Talk me through the build up of the external wall system.
- Render.
- EPS insulation (expanded polystyrene).
- Sheathing board.
- LSF.
- Cavity barrier.
- Vapour control layer.
- Plasterboard.
The Hub: How was the fire engineer appointed?
- Quotes from a couple of fire engineers.
- Received quote: scope of services, time, cost, terms of engagement.
[- I signed fire engineer’s terms of engagement.]
What’s the next steps after signing terms of engagement?
- Meeting.
- Documents, drawings.
- Site visit.
- Write report.
