Client Care - Summary Of Experience Flashcards
Can you provide a good example of Client Care?
During the management of Scrutton Street I provided weekly reports on building issues, tenant issues, occupancy numbers and emergency reactive maintenance. I ensured all reports were well detailed and advised my client of any future works.
What is your firm’s Complaints handling procedure?
Write to Director
Complaints acknowledged within 5 working days to inform complainant of who has been nominated to investigate the complaint.
Written response within 10 working days
Then complainant has 10 days to confirm in writing if they’ll take the matter further. If complainant remains dissatisfied then they are invited to write to the Director who will undertake a second investigation.
Then within 5 days they will receive our suggested resolution to their complaint.
What is the RICS minimum Complaints Handling Procedure?
RICS advises firms to acknowledge a complaint in a timely manner (within 7 days) and recommend that a full response, or if this is not possible, an update, is given within 28 days.
Talk me through some of your client’s objectives?
- Income & Portfolio Maximisation
- Reduction in vacant units
- Collection of historic rental / service charge arrears.
- Sound, reasoned property management advice.
What did you do to maintain a good relationship with your clients?
I am regularly in contact with all my clients via email / telephone conversations and face to face meetings keeping them regularly updated on property matters in relation to their portfolios, I find this builds strong working relationships and trust between myself and my clients.
