Client Care

Question 1

Prior to working with a new client, what pre-appointment checks would you need to undertake?

Answer 1

1. I would ensure that those working on the task have the necessary skills and competence to carry out the work
2. I would ensure no potential conflict of interests are present
3. I would carry out anti money laundering checks
4. I would ensure the company has the correct professional indemnity insurance

Question 2

Is there any RICS guidance on conflict of interest?

Answer 2

Yes, RICS professional standard on conflicts of interest

Question 3

Is there any guidance on money laundering?

Answer 3

Yes professional standard Countering financial crime: bribery, corruption, money laundering, terrorist financing and sanctions violations 2025

Question 4

When setting up a new practice, what procedures would you need to put in place to ensure good client care was being provided?

Answer 4

I would set up processes for formalising the terms of engagement and clear communication lines with the client.
I would set up a procedure to obtain client feedback

Question 5

Why is client care so important?

Answer 5

Those practices that provide excellent client care are more likely to retain clients and gain new ones. A failure to provide good client care will lead to dissatisfaction and complaints in the worst case a professional indemnity insurance claim for negligence.

Question 6

On receipt of a formal complaint from a client in writing what should you do?

Answer 6

Look to arrange a call with the client as soon as possible to notify them you have received the complaint and are taking steps towards rectifying the issues. A copy of the complaints handling procedure should also be supplied to the client and the complaint reported to a senior member within the firm

Question 7

What is it meant by duty of care?

Answer 7

A duty of care is to ensure that another party does not suffer harm or loss that can arise as a result of negligence or breach to contractual obligations

Question 8

What is it meant by the term clients money?

Answer 8

Money of any currency whether in the form of cash, cheques, draft or electronic transfer.
Client money excludes money paid for professional work

Question 9

At is schedule 6 of the LGFA 1988?

Answer 9

Determines the rateable value of hereditament

Question 10

How do you comply with the NDR alteration 1 Of lists and appeals regulations 2017?

Question 11

What is client care?

Answer 11

Acting in the client’s best interest and providing a good quality and diligent service.

Question 12

What is the VOA’s complaints handling policy?

Answer 12

Two tier system internally handled by complaints handling team. The person complaining then has the ability to go to the adjudicator’s office.

Question 13

How does the VOA’s complaints handling policy differ from the RICS’ recommended complaints handling procedure?

Answer 13

Main difference is timeframes. Acknowledge complaint in 3 days and reasoned response in 20 days for VOA. RICS recommend acknowledgement in 7 days and considered response in 28 days.

Question 14

As a sole practitioner, who would handle your complaints?

Answer 14

Requirement for an external surveyor/firm. External redress mechanism.

Question 15

Who are the VOA’s main clients?

Answer 15

• Ministry for Housing Communities and Local Governments
• Department for Work and Pensions
• HMRC etc

Question 16

What would you do if a client asked you to reduce your fees?

Answer 16

Shouldn’t reduce the fee without an accompanying reduction in service scope

Question 17

What behaviours allow a high standard of client care?

Answer 17

Clear communication
Account management
Feedback
Understanding client objectives
Active listening
Regular reporting
Avoid technical jargon

Question 18

What is customer due diligence?

Answer 18

Checking the client they are who they say they are

Question 19

What are some due diligence checks?

Answer 19

Checking clients name, photograph and details
Source of funds
Obtaining client company information