Client Care

Question 1

How do you promote trust within the profession?

Answer 1

Acting in a professional manner inside and outside of work

Question 2

What are the RICS standard forms of appointment?

Answer 2

Standardised appointments in line with RICS recommended practice.

The clarity can be used for tender comparisons.

Question 3

What are the three sections in RICS Rules of Conduct for firms?

Answer 3

1-General
2-Conduct of Business
3-Firm Administration

Question 4

What are the two sections in RICS rules of conduct for members?

Answer 4

1-General

2-Personal and Professional Standards

Question 5

What are the seven sections in ‘Personal and Professional Standards’ in Part 2 of rules of conduct for members?

(SIC SEC C)

Answer 5

1-Service
2-Information to RICS
3-Cooperation

4-Solvency
5-Ethical Behaviour
6-CPD

7-Competence

SIC SEC C

Question 6

What are conflict avoidance professes?

Answer 6

1-Good Management
2-Clear contract documentation
3-Good client/Constructor management
4-Record Keeping

Question 7

What is the spectrum of dispute resolution?

Answer 7

Negotiation
Mediation
Arbitration

Question 8

What are the most important components of the rules for conduct for firms if you were setting up your own practice?

Answer 8

I would need to meet all of them appropriately

PI
Complaint Handling
Clients Money Handling Procedures

Question 9

What is your companies complaints handling procedure?

Answer 9

1-Written response of acknowledgement within 7 days
2-Full response within 21 days

If this cannot be settled the process is meditation to arbitration

Question 10

How have you provided high levels of client care on Liberation House?

Answer 10

Provided monthly project reports

Good client/contractor management

Clear record keeping

Clear contract documentation

Question 11

What do you mean when you say you have compiled an appointment document?

Answer 11

This includes;
1-Who the parties are
2-The services
3-Time scales
4-Dispute procedures
5-PI information

Question 12

Tell me about the case when you successfully got the go ahead for a scaffold inside the embargo?

Answer 12

The building was leaking so required urgent remediation

There was a planned royal visit/lieutenant governor. This didn’t happen due to charitable complexities.

Question 13

Tell me about the M&E consultant that was removed from the works at Liberation House?

Answer 13

This consultant was consistently providing late information. This caused a 1 month delay and a 70K loss and expense claim by the contractor this is a relevant event and the relevant matter was late information.

The consultant was fired and the design responsibility for the Novenco extract fan was given to the M&E sub contractor.

Question 14

How do you think a good client relationship can be built?

Answer 14

Personal / Output

Provide exceptional coms
Positive attitude

Exceed expectation
Share knowledge

Question 15

Why is a client brief important?

Answer 15

Allows client and designer fuller understanding of the expectations of the project

Question 16

What is the importance of seeking feedback?

Answer 16

Identifies errors, inconsistencies and poor performance = improvement

Question 17

How can you seek feedback?

Answer 17

Post occupancy evaluations

Question 18

Using one of your project examples explain what was included in the communications plan and how this was important to client care?

Answer 18

A recent refurbishment (Queensway House), this included a coms plan

client - BHP (lead consultant), to SE and contractor

Question 19

For works at Liberation House, how did poor performance of the M&E consultant impact your relationship with the client?

Answer 19

Initially this was poor as the contractor and provided a claim for loss and expense (impediment from the employer). Due to the extension of time required (Novenco summer shutdown) an additional 30 days was added to the programme resulting in 70K claim. However, at this time we revealed the roof defect which overshadowed the issue.

Question 20

43 Baths, why was scaffold required?

Answer 20

The majority of the roof slates had blistered requiring replacement to each pitch. The scaffold was required to enable the works and also appropriate protection during the works.