Client Care

Question 1

1. What is an RP?

Answer 1

a. Registered provider of social housing – registered with regulator of social housing

Question 2

2. What is a Housing Association?

Answer 2

a. Organisations run independently from councils. They develop new homes in the social housing sector

Question 3

7. What are the possible outcomes of an EWS1 form?

Answer 3

a. A refers to attachments on external wall
b. B refers to combustible materials on external wall
c. A1 – No attachments that include combustible material
d. A2 – Appropriate risk assessment confirms no remedials are required
e. A3 – There may be potential costs of remedials
f. B1 – Fire risk is sufficiently low and no remedials required
g. B2 – Fire risk is sufficiently high and remedials are required

Question 4

8. What are the issues with timber cladding?

Answer 4

a. Combustible
b. Can be impacted by damp & mould
c. Can be impacted by insects

Question 5

9. What other types of cladding could you encounter that are problematic?

Answer 5

a. Aluminium Composite Material (ACM)
b. Metal Composite Material (MCM)
c. High Pressure Laminate (HPL)

Question 6

10. Why is client care important?

Answer 6

a. Important to build relationships to ensure future business
b. Also part of being a member of the RICS is to provide good quality diligent service, and you can’t do that without client care

Question 7

12. What would you do if you received a complaint of negligence?

Answer 7

a. Inform director, get more info and see if you can resolve
b. If not, follow complaints handling procedure

Question 8

13. What is negligence?

Answer 8

a. Failure to exercise appropriate care when completing a task

Question 9

14. How can negligence be avoided?

Answer 9

a. Understand client’s instructions and confirm them in ToE
b. Ensure you are competent
c. Cap the professional liability excess on your policy in the ToE
d. Keep up to date with market knowledge and legislation

Question 10

15. What is duty of care?

Answer 10

a. Legal obligation imposed on an individual to ensure they avoid careless acts that could harm others and lead to claims of negligence

Question 11

17. Why would you turn down an instruction?

Answer 11

a. If you’re not competent
b. If there is a conflict of interest

Question 12

18. What do you do if a third party wants to access your client files?

Answer 12

a. Don’t give access without client’s permission unless legally obliged to i.e. a police investigation

Question 13

19. What is the Limitation Act 1980?

Answer 13

a. A statute of limitations which provide timescales within which action might be taken for breaches of the law
b. Breach of contract = 6 years from the date of the negligent act
c. Tort = 6 years from the date the claimant suffered the loss