Client Care (L2) Flashcards
(36 cards)
1
Q
What are requirements for a RICS Complaints Handling procedure?
A
Guidance: RICS Professional Standard on Complaints Handling 2016
An effective CHP should:
- Be fit for purpose - should reflect the size and structure of the business
- Made available to all staff
- Be understood by all staff, keep records of all training
- Provide copy to complainant
- Regularly reviewed at senior level
- Be agreed with PII insurers
- Provide details of access to independent redress if firm cannot resolve complaint
- Inlcude reference to CHP within Terms of Engagement
RICS has produced an example complaint handling procedure and complaint log for firms to utilise
2
Q
How may complaints be received?
A
- Mail / Post
- Telephone
- Internet
- Firms should have the ability to manage all of these efficiently
3
Q
What are the timelines for a complaint?
A
- Acknowledge receipt of the complain within 7 days
- Full response or update within 28 days
- Stage 2 - Opportunity to take to independent redress provider approved by RICS
4
Q
Attic Storage Barking - How do you ensure variations offered good value to client?
A
- Review initial proposal against the variation
- Understand whether the variation of offering value and addressing clients requirements
- Use industry standard tools such as BCIS and SPONNE, and historical data to verify value of the variation
- Understand cost, quality and programme implications of the variation
- Advise the client on the best route following negotiations with the contractor regarding cost and time
5
Q
Describe a scenario where you might need to exercise professional judgement in balancing your duty to your client with your wider responsibilies?
A
Shipston Safeguarding
- Client wanted to instruct works due to moneys left over from DfE funding for works which were unrelated
- Acted with honesty and integrity and advised client that the money should be provided back to the DfE unless authorised
6
Q
What are the key elements of effective client care in BS?
A
- Adherence to the RICS Rules of Conduct, ensuring I always act with honesty and integrity, maintain professionalism and provide services within my expertise, provide high level of service, respect others and take responsibility and act in a way which promotes the profession
- Effective and clear communication
- Record taking and clear documentation
- Understanding client brief and expectations
- Have a clear written complaints handling procedure
7
Q
What steps would you take if you noticed you had made a significant error in a building survey report after submitted?
A
- Notify the client and offer to rectify and re issue the report at no additonal cost
- Document the process and have clear records
- Raise to internal management and seniors
- Notify PII insurers if required
- Review reasons for the mistake for lessons learnt
8
Q
How do you maintain professional boundaries with clients while still providing excellent client care?
A
- Adhere to RICS Use of Social Media 2024
- Adhere to RICS Rules of Conduct
- Always be honest and act with integrity
- Maintain professionalism and respect others
- Take responsibility and act in a way which promotes the industry and profession
- Effective communication
- Active listening
- Ensure complaints are dealt with in accordance with RICS CHP
9
Q
Describe how you would maintain client expectations in a scenario unforeseen issues arise during a building survey?
A
- Notify the client of the issue and related risks, I.e timescales, H&S procedures
- Take clear records, photographs and document the issue
- Arrange meetings / communication with stakeholders to discuss rectification actions
- Take appropriate immediate action as necessary
- Clear and effective risk assessment and approach
- Provide an honest and good quality service
- Review the initial brief and identify any changes required
10
Q
How do you treat all clients fairly without discrimination?
A
- Review relevant legislation such as the Equality Act 2010
- Be clear on the types of discrimination there is
- Active listening and engagement with all types of clients
- Treat others with respect and promote diversity and inclusion
- Always provide a an honest and good quality service
11
Q
How do you balance the need for client confidentiality with legal requirements for disclosure in certain situations?
A
- Notify the client if confidentiality issues arise
- Clarify confidentiality terms during agreement
- Provide information in the event of legal requirements and H&S concerns where acting in public interest and abiding by the law is priority, for example court orders, regulatory requirement, criminal activity
12
Q
Describe how you would handle a situation where you discover that a previous survey you did missed a significant defect?
A
- Notify the client and offer to rectify and re issue the report at no additional cost
- Clearly document the process
- Raise with internal management as necessary
- Notify PII insurers if required
- Log the mistake and lessons learnt for future
13
Q
How do you deal with a client complaint?
A
- Provide the complainant with a copy of the Complaints Handling Procedure
- Pass the complaint onto the complaints handling offer
- Acknowledge receipt the complaint within 7 days
- Aim to provide outcome or update within 28 days
- Advise of 2 stage process, should a ln independent redress mechanism be required such as RICS ADR
- Notify the PII insurers
- Keep clear documents and records, log the complaint for internal review and lessons learnt
14
Q
How do you identify client requirements at project brief stage?
A
- Understand the clients goals and objectives
- Understand the clients brief, time, cost and quality expectations
- The nature of the services required and extent
- Clear records and minutes of discussions
- Site inspection and face to face meetings if necessary
- Produce an appropriate fee proposal and terms of engagement with all requirements
- Understand the clients KPIs and level of construction knowledge to tailor services and advice accordingly
15
Q
Why is understanding a clients level of construction knowledge important?
A
- Allows me to tailor my services to the client and present my services in a way which adds value for the client
- For example using the correct terminology and language for the average lay client to ensure they understand the advise or report
- How to present and advise on complex information
- Tailor communications and expectations
- Cater the services in accordance with how much involvement the client expects to have, whilst keeping clear records and documentation
16
Q
What do you know about the RICS Progressional Standard on Complaints Handling 2016?
A
- What a complaints handling procedure should include
- Methods of receiving a complaint
- How to respond to a complaint
- How to deal with a complaint
- Mechanism for independent redress
- RICS example template for CHP and Complaints log
- What to do if a complaint is made
17
Q
How do you escalate complaints in your organisation?
A
- Provide the complainant with the CHP, reference is made to it within Ridge Standard Terms and Conditions v26
- Pass the complaint onto the compliance manager, the complaint handling officer
- Acknowledge the complaint within 7 days and look to provide a response within 28 days
- Two stage process
- Should the claimant not be satisfied with the outcome, managing Partners look to provide a solution
- Should this still not be accepted by the complaint, advise them of the independent redress mechanism to escalate through the RICS
18
Q
Attic Storage Barking - What was your role as project surveyor?
A
- Project management services
- Advisory role
- Contract administration duties
- Design manager services
19
Q
Tell me an example of when you have provided good client care?
A
Attic Storage Barking
- Set up communication channels with all stakeholders for clear and effective communication throughout the project
- Chaired regular progress meetings and issued minutes with actions to be tracked
- Kept clear documentation of agreements and decisions to avoid conflict arising
- Reviewed variations with the client promptly in accordance with timelines set out by the contractor to mitigate any risks to programme
20
Q
Tell me an example of when you have provided a high standard of service?
A
Hall Green Case Study
- Provided the client
21
Q
Tell me an example of when you have provided a high standard of service?
A
Hall Green Case Study
- Provided the client options for key issue one, design for brick pier facade design
- Options included a range of time cost and quality ranges for client to decide on
- Provided good quality advice regarding each of the options and recommendations to provide the best value for the client
22
Q
How have you dealt with unrealistic client deadline?
A
Attic Storage Enfield
- Client wanted to take handover of the building on the completion date
- However it was already reasonably apparent that the completion date would not be met by the contractor due a relevant event having occurred for works by statutory undertaker, UKPN
- Advised the client that occupation cannot be taken until power is on and all systems and installations have been tested and commissioned
- I advised on outstanding works on site due to the delay and expected completion date at which the client can be expected to take occupational of the site
- Although this provided the client with financial risks for not opening the facility, it was important to provide honest advice
23
Q
How have you dealt with unrealistic client expectations?
A
Attic Storage Enfield
- Client wanted to take handover of the building on the completion date
- However it was already reasonably apparent that the completion date would not be met by the contractor due a relevant event having occurred for works by statutory undertaker, UKPN
- Advised the client that occupation cannot be taken until power is on and all systems and installations have been tested and commissioned
- I advised on outstanding works on site due to the delay and expected completion date at which the client can be expected to take occupational of the site
- Although this provided the client with financial risks for not opening the facility, it was important to provide honest advice
24
Q
Tell me about the approach you have taken with a non-technical lay client?
A
- Use lay language and terminology which would be understood by the client
- Ensure technical drawings and details where required are clearly understood by the client
- Explain clear procedures and ensure the client understands the basic approach to construction processes
25
Tell me about an approach when a client with high level of property knowledge?
- Present technical drawings and details, explaining the systems and specifications
- Ensure expectations are considered and captured in the scope and agreement
- Keep clear records of key decisions and document
- May require less input in terms of explaining the process, but same principles for diligent service should still be applied
26
How have you confirmed a client brief?
- Face to face or online meetings to prepare brief
- Clear documentation and record keeping
- Site inspection if necessary
- Clear scope of services agreed and terms of engagement with conditions and exclusions
- Regular combinations and collaboration
27
How have you established a client objective?
- Clear communication at project briefing
- Understand client goals and objectives and KPIs
- Face to face or online meetings, taking accurate records and documenting key decisions
- Include key details within project briefing and outline within fee proposal and terms of engagement
- Understand client budget, time and quality expectations
- Outline and communicate key associated risks
28
How have you established a scope of services?
- Understand the clients goals and objectives
- Understand the correct level of service and expertise required to meet clients requirements
- Understand the timeframe, budget and quality expectations
- Clearly document and have written agreements and keep records of key decisions
- Have regular communications in place
- Provide a fee proposal listing the scope of services and any limitations and exclusions, follow up with a clear terms of engagement
29
How have you calculated fees for a professional service?
- Understand the level of expertise required to undertake the services
- Understand the duration required to generate a fee
- Hours, Days, % Basis etc
- Specialist services required
- Distance travelling to undertake the services
30
How have you compiled an appointment document?
- Refer to the fee proposal and scope of services offered
- Keep accurate records of decisions and conversations
- Inlcude headed letter, project details, scope of services, timeframes, level of expertise and team, agreed fee, exclusions and limitations, terms of agreement, fee drawdown, risks to be outlined
31
How have you established project stakeholders and their status within a project?
- Establish at project initiation
- Understand the clients team, the consultant team, and other stakeholders and their interests and responsibilities
- Include as necessary within correspondence and project meetings
- Have a clear project directory produced at project pre start
- Understand needs and expectations and clearly document the process
32
How have you set up communication systems for with a client and stakeholders?
Attic Storage Barking
- Set up communication channels with stakeholders
- Arranged pre start meeting and regular progress meetings
- Established key stakeholders and their interests and responsibilities
- Produced project directory information
- Facilitated regular communications, whether face to face or online and encouraged collaborative working
- Issued minutes and written agreements as necessary
33
How have you issued reports to a client?
- Following internal QA
- Issue reports through secured network within my organisation called workspace
- Issue as an attachment or download link
- Have also issued reports and certificates by recorded post when required
- Hard copies can be hand delivered or provided on site where required
34
How have you dealt with a complaint?
- Not dealt with an official complaint, however have dealt with issues before escalating into a complaint
Citizen Housing
- Client was not happy and expressed their dissatisfaction by email regarding performance of junior surveyor and their ability to set up meetings appropriately for regular project catch ups
- I took responsibility as the lead surveyor and acted promptly and ensured a meeting schedule was put in place and adhered to as opposed to weekly meetings being changed to suite diaries
35
How have you measured KPIs?
- Identified KPIs at project briefing stage
- Understand clients priorities and main objectives and goals
- Set out a table with fee proposal document outlining the KPIs and scoring against each to be reviewed at regular project intervals
36
How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?
- Outline clients main objectives and goals
- Provide a scope of services tailored to meet each of the objectives and goals
- Highlight any risks associated with any of the requirements, and advise accordingly
- Assess timescales, budget and quality constraints as necessary
- Provide visuals and sketches where necessary
- Use non technical lay language for clients with lesser construction knowledge, if informeiton is presented, then clearly explain
- Clear record taking of decisions and agreements
