Client Care

Question 1

1. What are the RICS docs to managing commercial properties?

Answer 1

a. Professional Statement Real Estate Management 2016
b. GN Commercial Property Management in England and Wales 2011

Question 2

2. What are the principles and practice of client care?

Answer 2

a. Ensure I am honest and transparent, to carry out my work with care and due diligence. To ensure I communicate effectively and in a timely manner and fully understand my clients instructions.

Question 2

3. What are the principles Professional Statement Real Estate Management 2016

Answer 2

a. Honest, fair and transparent
b. Carry work with care and due diligence
c. Provide terms of business including CHP
d. Avoid conflicts/manage them
e. Don’t discriminate
f. Clear and timely communication
g. Client money held in separate account
h. PII
i. Clear obligations

Question 3

4. What are the principles GN Commercial Property Management in England and Wales 2011

Answer 3

a. Provides guidance for:
i. Being efficient and accountable
ii. Primary duty of care is LL
iii. Advice on rent collection, service charge, managing buildings, H&S
iv. Summary of relevant law

Question 4

5. How do you maintain good working relationships?

Answer 4

a. I always ensure I confirm instructions, I am polite and courteous, arrange regular catch ups with the client. Provide timescales on larger projects and update the client regularly of my progress.

Question 5

6. What is the RICS document for complaints handling?

Answer 5

a. RICS Professional Standard Complaints handling 2016

Question 6

8. What is your companies CHP?

Answer 6

a. Acknowledge in 3 days
b. Respond in 10 days
c. If more queries respond in a further 10 days
d. Refer to ADR

Question 7

7. What does Professional Standard complaints handling 2016 set out?

Answer 7

a. Reducing complaints by having clear and concise terms of engagement
b. Have an approved CHP by RICS
c. Having PII in place
d. Advice on dealing with a complaint
e. Complaints log
f. Must include ADR

Question 8

9. What is the selected ADR for your company?

Answer 8

a. Property Redress Scheme
b. Centre of Effective Dispute Resolution

Question 9

10. What is the RICS CPH minimum

Answer 9

a. 7 days acknowledge
b. Investigate and respond in 28 days