Client Care

Question 1

What’s the concept of client care?

Answer 1

• Identifying all clients /colleagues/third parties who are your clients and the behaviours that are appropriate to establish good chat relationship.

Question 2

what is the guidance for Complaints handling Procedures

Answer 2

• RICS Complaints Handling (1st Edition) July 2016
  -CHP must be approved by RICS
  -PII must be informed ASAP when a complaint comes in.
  -CHP should be issued In terms of business.
  -Must logged, progressed and the outcome
  -Alternative Dispute Resolution (ADR) mechanism must be included.

Question 3

Minimum procedures for handling complaints.

Answer 3

-Stage One (in-house) - Must be raised to the Complaints Handling Officer, must be in writing, acknowledged within 7 days and investigated within 28.

-Stage Two (ADR) – if they are not happy they must go to an independent redress scheme, the client must be informed of the third party this goes to.

Question 4

When do the RICS get involved with a complaint?

Answer 4

• When a member fails to respond to a complaint.
• Prevents the party from gaining access to an independent redress mechanism.

Question 5

CHP What if its a sole practitioner?

Answer 5

• A surveyor from another firm must act as their complaints officer.

Question 6

What does good client care require?

Answer 6

• A clear understanding of the client’s objectives and aims.
• A professional approach.
• Clear, concise communication.
• A quality assurance policy.
• Complaints handling procedure.
• Professional Indemnity Insurance.

Question 7

What are the Principles of Client Care?

Answer 7

• The concept of identifying the different clients, and the behaviours appropriate to establishing good client relationships.
• Identifying client key drivers for projects.
• Good Communication.

Question 8

Basic types of Clients you have identified within your working career? (3)

Answer 8

• External Clients.
• Internal Clients.
• Public.

Question 9

When will the RICS investigate?

Answer 9

They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.

Question 10

Legislation for PII and what does it do? what does the update cover?

Answer 10

• Professional Indemnity Insurance Requirements (Version 10) 1nd July 2024
• Covers negligence and breach if duty of care, all must be underwriter by RICS approved insurer.
• Cyber secuity and fire risk safty

Question 11

Minimum level of Liability?

Answer 11

Firm’s turnover to there minimum limit of indemnity

> £100,000 = £250,000
£100,001 to £200,000 = £500,000
£200,001< = £1,000,0000

Question 12

What Is Included in your standard terms of engagement (VPs 1)?

Answer 12

Fees
expenses
CHP
PII
definitions
interpretations
what’s excluded
timescales.

Question 13

Name some types of stakeholders

Answer 13

-Client
- Landlord
- Tenant
- Bank
- Borrower

Question 14

How have you (or would you have) dealt with unrealistic client expectations?

Answer 14

• Review scope of services and explain my appointment is in accordance with this.

Question 15

What insurance do you need when setting up?

Answer 15

-Public liabitiy

Question 16

What as a beneficial owner?

Answer 16

Has Control over the company
Usually 25% or more