Client Care

Question 1

Significance of RICS Client Care

Answer 1

• Fundamental to surveying industry (no clients = no work)
• Reputation is based on the enhanced service and protection RICS surveyors provide

Question 2

Specialism

Answer 2

• Identify work outside of your specialism
• e.g. VAT. Legal disputes falls outside standard scope of service

Question 3

What would you outline to CLient when confirming Fees?

Answer 3

• T&C’s (Insurance, Payment, Dispute resolution)
• Scope,
• Exclusions,
• Assumptions (programme)
• Calculate cost; Individual resource, rate, time, scope, profit

Question 4

QS Scope
(Limits of PI insurance)

Answer 4

• Pre-Contract;
• Feasibility estimate,
• tendering & procurement advice,
• cost plan development,
• tender documents,
• tender process
• Post-contract;
• Valuations,
• variations control/costing, #
  SUPLLEMNTARY
• contract admin (EA)
• VE,
• life cycle reports,

Question 5

Appointment doc

Answer 5

• Details,
• warrantY Obligations, ,
• payment terms,
• scope of services,
• additional services/ EXCLUSIONs
• termination,
• fees

Question 6

Invitation to Tender (ITT)

Answer 6

• Cleary sets out tender process for contractor.
• Certificate of bona fide tender can help in sorting out contractors who may not be willing to commit / do not have capacity.
• Can aids in creating competition by discounting contractors not serious early on.

Question 7

Significance of Site investigation and Statutory requirements
Impact on cost and programme

Answer 7

• Basis for design and overall programme.
• Establish if ground needs remediation or specialist foundations?
• If existing building it should be confirmed Asbestos is not present.
• Confirm planning pre-commencement conditions are satisfied. e.g. is there any biodiversity or species protection measures required?
• Failing to understand components such as this could significantly impact on cost and programme so clarification of investigation should be sought from the outset.

Question 8

Procurement reports

Answer 8

• Meole Brace;
• Exec summary,
• Intro,
• Outline – D&B, Con. Man, Trad Comparison and Risk allocation,
• Conclusion/ Recommendation
• Advise the client on what the best approach to take based on their requirements.

Question 9

Establishing a client’s objectives

Answer 9

• Wrexham;
• cost and design risk to contractor
• Fixed programme,

Question 10

Calculating fees for professional services

Answer 10

• Whitwell; Resource required for initial report
• time & cost (seniority e.g. GEC vs Director). Ongoing
• Site visits,
• meeting,
• information request and review,
• compilation of report

Question 11

Client feedback

Answer 11

CX App
⦁ 10 Questions
⦁ 1-10 scale w comments

⦁ Once or twice a year.
⦁ Regularly but not so frequently that becomes a chore

Question 12

Change control process

Answer 12

• Change from ER’s; Design, Quality or Quantity or Imposition (site access, working hours, reduced working area)
• Employer makes EA aware
• Change Proposal to Contractor
• Contractor Price, OHP, Programme - has 14 day (21 SBC)
• Accepted or Negotiated
• Instruction by EA
• Contractor confirms within 7 days
• takes effect from 7 days of confirmation
• If Contractor does not comply Employer/EA can give notice
• 7 days post notice 3rd party can be appointed

Question 13

UPS Final Account Negotiation

Answer 13

• Gap between Contractor and my assessment
• Most of the disparity related to a dispute in relation to an L&E claim whereby the Contractor was claiming for 5 weeks of disruption to their works following an Early Use instruction allowing a follow on contractor to store their materials on site.
• I disputed the extent of their claim as the Early Use instruction had been agreed with them and had only impacted on their ability to deliver the works for 2 of the 5 weeks (M&E cabin located at new car park)
• I outlined situation to the client who confirmed that they were keen to conclude the final account and confirmed they would accept 50% of the current disparity (circa £100k)
• I initially went back to the contractor stating that 30% i.e. £30k would be acceptable
• MC came back at 50%
• 40% was eventually agreed bettering clients position by 10%

Question 14

Complaints process

Answer 14

• Expression of dissatisfaction.
• Stage 1; Client formalises complaint in writing.
• Company acknowledges in 7 days and
• respond within 21 and notify PI.
• Stage 2; Redress scheme
• Arcadis - Scheme for Arbitration Services

Question 15

Cost Report - Client Update
On the project I regularly issued the cost reports to the Client to provide clarity over the project finance status along with any associated changes.
Outline inclusions

Answer 15

• Minimum expectation to provide monthly cost report –
• outlining variations (agreed, negotiation, risk)
• Apportion expenditure above contract sum into Employer Change, Construction
• Prov sum,
• Claims,
• Programme.