Client care

Question 1

Why is it important to you to set objectives?

Answer 1

• They provide focus, direction, motivation
• They help prioritise resources and efforts, increase efficiency and accountability, and enable measurement of progress and success
• Alignment with a client’s business need
• Used to monitor performance with KPIs based on objectives

Question 2

Tell me about your duty of care towards your clients.

Answer 2

As a surveyor and member of the RICS
- I have a duty to act in the public interest

As an agent
- I have a duty to exercise reasonable care and skill in advising on an appropriate asking price or rent for the property

Duty of Care as set out in legal contract

Question 3

Who are your clients?

Answer 3

HMRC, DWP, The Ministry of Housing, Communities and
Local Government

Question 4

What happens after the 28 substantive response if the complaint is not satisfied?

Answer 4

2nd stage redress. Claimant can take their complaint to an independent redress provider, as approved by RICS Regulatory Board.

Question 5

Which redress scheme does your employer use?

Answer 5

Appeal?

Question 6

When dealing with an unrepresented ratepayer, is there anything else you would do apart from avoiding jargon?

Answer 6

Advise them to seek professional representation

Question 7

Give me an example of meeting clients service level requirements, including time limits?

Answer 7

Whilst valuing a domestic property for inheritance tax, I made sure to do my desk based valuation in the right time frame so that I could update HMRC, the client of the VOA, within a timely manner.

Question 8

How do you set fees?

Answer 8

• Review the scope of services
• Review the market rate
• Assess the responsibilities and deliverables set out

Question 9

How have you used standard forms of appointment?

Answer 9

Used a standard form of appointment for consultants on projects assuming it is a normal, lower risk and lower fee role.

Use the Linkcity standard form of appointment which is aligned with RICS Standard Form of Consultant’s Appointment (2022)

Includes:
- Project description
- Consultant’s obligations – scope of services and deliverables
- Insurance Requirements
- Fees and fee schedule
- Complaints Handling Procedure
- Termination
- Anti-Bribery and Modern Slavery Policies

Question 10

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

Answer 10

• PI Insurance Cover – should comply with RICS limits
• Set out any limitations on liability
• Public liability insurance covers claims made against your business by clients, contractors, or members of the public for accidental injury or damage to their property

Question 11

How are stakeholders identified?

Answer 11

Stakeholder Analysis

• Identifying the key stakeholders and their interests (positive or negative) in the project;
• Assessing the influence of, importance of, and level of impact upon each stakeholder;
• Identifying how best to engage stakeholders.

Question 12

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

Answer 12

• Email
• Letter
• Progress reporting
• Public forum

Question 13

What are the RICS requirements in relation to complaints handling procedure (CHP)?

Answer 13

RICS requirements for CHP:
- a complaint must be acknowledged within 7 days
- complaint must be actioned within 28 days
- all RICS regulated firms must have a CHP, a complaints log and a dedicated complaints handling officer
- CHP must be included within terms of engagement

Question 14

When and how can the RICS be involved in a complaint about a firm or member?

Answer 14

The RICS can be involved in complaints if there is a proven breach of rules of conduct or law.

RICS has set out principles for provide alternative dispute resolution mechanisms

Question 15

Tell about why it is important to develop long-term client relationships.

Answer 15

Business Need – gaining long term and trusted clients is invaluable for the business. Easier to work with existing clients than to find new ones

Recommendations/Testimonies – helps to gain new business

Ease of working – know each other’s working styles and objectives

Question 16

Tell me about the different stakeholders you have come across in your role.

Answer 16

• DWP
• HMRC
• The Ministry of Housing, Communities and
  Local Government

Question 17

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 17

• Communication Methods
• Priorities and objectives tailored to the client’s business need

Question 18

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

Answer 18

KPIs should be aligned with the objectives of the client, general ones are:
- Time
- Cost

Question 19

How do you gather data during the inception stage of a project,
including client briefings and site based information?

Answer 19

• Surveys – for the site or the building
• Market Data – e.g rental values, costs
• Planning

Question 20

What is the definition of a Key Performance Indicator (KPI)?

Answer 20

Key Performance Indicator - a quantifiable measure of performance over time for a specific objective

Question 21

What do the RICS Rules of Conduct say about client money?

Answer 21

Rules of conduct state ‘ A firm shall preserve the security of clients’ money entrusted to its care in the course of its practice or business

Question 21

What RICS guidance relates to handling client money?

Answer 21

RICS Professional Statement on Client Money Handling (2019):
- purpose is to ensure that RICS members and firms preserve the security of their client’s money in their care

Question 21

What is client care?

Answer 21

Client Care is the process of

• Identifying all client types
• Understanding behaviours appropriate to establishing good relationships
• Setting out systems and procedures for managing the client care process

Question 22

6 Main Areas of Practice set out in RICS Professional Statement on Client Money Handling (2019)?

Answer 22

6 Main Areas of Practice

1. Holding Client Money
2. Information to Clients
3. Receipts of Client Money
4. Payments from Client Account
5. Accounting records and controls
6. Compliance

Question 23

Tell me about an example of how you have provided good client care.

Question 23

When and how can the RICS be involved in a complaint about a firm or member?

Answer 23

The RICS can be involved in complaints if there is a proven breach of rules of conduct or law. RICS has set out principles for provide alternative dispute resolution mechanisms

Question 24

Explain what BS EN ISO 9004 relates to.

Answer 24

This International Standard provides guidelines beyond the requirements given in ISO 9001 in order to consider both the effectiveness and efficiency of a quality management system, and consequently the potential for improvement of the performance of an organization.

Question 25

Tell me about an example of when you have provided a high standard of service to a client

Question 26

How have you dealt with an unrealistic client deadline?

Question 27

How have you dealt with unrealistic client expectations?

Question 28

Tell me about the approach you have taken when dealing with a non technical lay client.

Question 29

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Question 30

How have you established a client’s objectives?

Question 31

How have you confirmed a client’s brief?

Question 32

How have you established a scope of services?

Question 33

How have you established project stakeholders and their status within a project?

Question 34

How have you issued reports to a client?

Question 35

How have you dealt with a complaint?

Question 36

How have you measured KPIs?

Question 37

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Question 38

Tell me about the Service Level Agreement with HMRC.

Question 39

How do you ensure compliance with it.

Question 40

How do you determine what is an appropriate level of contact with your clients?

Question 41

How do you ensure that unrepresented ratepayers understand the process?

Question 42

What do you mean by industry language?