How might a landlord/investor’s requirements differ from a tenant/occupier?
- Landlords typically longer-term investments.
- Tenants typically shorter-term.
- Landlords interested in value of their assets and cost to maintain.
- Tenants interested in reducing liability i.e. dilaps.
Client A approaches you to ask if you can undertake a TDD survey, client B an RCA. Tell me about the different information you might need from them and how this might differ between the two service lines?
TDD - Condition and compliance for buying and selling:
- Defects.
- Fire [FRAs].
- EPCs.
- H&S.
[- O&Ms.]
RCA - Rebuild cost for insurance:
- Floor area.
- Building elements and number.
- Location.
What things need to be considered when agreeing fees with a client?
- Brief agreed.
- Deadlines.
- Resources.
How did you confirm your appointment with the client?
- Signed engagement letter.
- T&Cs.
What would you do if a conflict flagged up during a conflict check?
- Inform client - try to get informed consent [in writing].
- If conflict meant I couldn’t undertake my duties impartially then reject instruction or refer to other suveyor.
- Information barrier.
Wood Green Hall: How did you present the options of full replacement of the covering or liquid applied repairs to the client?
Replacement:
- Long-term.
- Expensive.
Liquid repair:
- Low cost.
- Quick install.
Can you give me an example of when you provided good client care?
When acting as CA:
- Good communication.
- Regular progress updates.
- Meetings on-site.
- Explaining variations.
- Give cost effective solutions.
Following on from “Can you give me an example of when you provided good client care?”
What one of the Rules of Conduct would this demonstrate?
Rule 3: Diligence.
Explain how you have managed more than one stakeholder.
CA:
- Regular meetings [contractor].
- Progress reports [client].
- Good communication [calls and emails].
The Hub: Was the fire engineer appointed directly to the client or through you and did you advise on any terms of business i.e. PII, CHP, limitations etc?
- Direct to the client.
- Advice: Direct contractual relationship with client means clearer accountability [use fire engineer’s PI not your firms.]
[Fire engineer can be appointed on client’s behalf with their approval].
What’s the next steps after signing terms of engagement?
- Meeting.
- Documents, drawings.
- Site visit.
- Write report.
Wood Green Hall: How did you demonstrate client care during the survey?
- Costed options.
- Benefits and drawbacks.
- Recommended a solution.
[- Client could make informed decision.]
Wood Green Hall: Why did you not recommend full replacement of the covering?
- Covering didn’t have enough deterioration for replacement.
- No previous repairs.
- Liquid repairs more suitable [condition and client requirements].
Bridge Parade: How did you demonstrate client care in your advice?
- Explained reason [equalise tenders].
- Value for money.
- Tender report - client can make informed decision.
Arch Grove: a) What is included in the terms of engagement?
b) Who does it protect?
a) - SS [Services Schedule].
- Fees [and payment terms].
- CHP.
b) Both:
- Brief agreed.
- Fees.
- Less disputes.
Coln Industrial Estate: Other than potholes, can you tell me about other prioritised works?
- Speed bump [repair].
- Underground drainage survey [overflowing].
Coln Industrial Estate: a) What were the clients’ cashflow limitations? b) How did you know your phased approach would be suitable?
a) Can’t do all works in Year 1 [spread across reporting period i.e. thermoplastic line markings].
b) Informed client and they agreed with approach.
Wood Green Hall: a) What is the life expectancy of felt?
b) Did you consider another finish?
a) 15-25 years.
b) Repairs more appropriate, but single ply membrane could be used [EPDM lasts longer but more expensive].
