Client Care

Question 1

Why is client care important?

Answer 1

• Leads to fewer complaints
• To maintain integrity
• To provide good quality, diligent service
• To maintain confidence and trust in profession
• To retain business
• Can lead to recommendations to other clients

Question 2

How would you deliver good client care?

Answer 2

• Listen to clients
• Understand their objectives
• Promptly respond
• Report and provide feedback regularly

Question 3

What checks should be undertaken before taking on a new client?

Answer 3

• Competency check
• Conflict of interest check
• VAT registration number and VAT election status
• Non-Resident Landlord Scheme and CIS.
• Arrange documents for TBS
• Set up management files

Question 4

What insurance requirements are you aware of (both legal and RICS)?

Answer 4

• Professional indemnity insurance
• Public liability insurance
• Buildings insurance
• Contents insurance

Question 5

Explain formal communication systems with clients and stakeholders you are aware of?

Answer 5

• Emails
• Client reporting
• Updating client systems

Question 6

What KPIs might you agree with a client to monitor performance?

Answer 6

• Completing new lease/variations input forms to ensure client system updated
• Ensuring rent and sc invoices raised within a set date
• Ensuring contractor invoices are paid within a set time
• Client specific KPI’s for completing budgets and recs

Question 7

How do you prevent money laundering?

Answer 7

• Asking for proof of identify when receiving funds from an unusual source/ unknown name.
• Checking the name on the account matches the bank account name
• Investigate unusually large funds from an unknown source.

Question 8

Who would you report money laundering to?

Answer 8

• Internally- to my companies money laundering officer.
• Externally- a serious organised crime agency.