Client Care

Question 1

what is a code of conduct?

Answer 1

A code of conduct is a set of guidelines outlining expected behaviors, ethical standards, and responsibilities for individuals within an organization or community.

To help employees use their judgement to make the right decisions.

Question 2

What are AtkinsRealis’ company values? (5)

Answer 2

SAFETY- at the heart of everything we do, to safeguard assets, people and the enviornment.

INTEGRITY- We do the right thing no matter what, and are accountable for our actions.

COLLABORATION - we work together and embrace each other’s unique contribution to deliver amazing results for all.

INNOVATION - thinking boldly, proudly & differently.

EXCELLENCE - We are proud to do our best, acheive high standards and create environments where we can all thrive.

Question 3

What questions should we ask oursevles when presented with a decision?

Answer 3

1. Does it comply with our values, our Code and our governance documents?
2. Is it legal?
3. Could it put anyone’s health, safety or well-being at risk?
4. Is it fair, ethical and morally acceptable?
5. What is my “gut feeling” telling me?
6. How would it look if it were reported on
   the news or another public forum?
7. Could it negatively affect my reputation or AtkinsRéalis’?
8. Could it be perceived as disrespectful?
9. Could it be perceived as resulting in undue influence?

Question 4

if you are unsure on how to proceed, who should AR employees seek guidance from?

Answer 4

their managers or integrity officers

Question 5

What is the AR reporting process described in the last section of the CoC?

Answer 5

reporting options:
- our manager or their manager
- our integrity officer
- HR, legal affairst etc.
- use of a reporting line, operated by an independent 3rd party provider

Question 6

what are manager’s responsibilities under the AR CoC?

Answer 6

Managers have additional responsibilities under the code:

1. promoting a culture of integrity and accountability
2. leading by example
3. helping teams understand and comply with CoC and governance documents
4. enabling& ensuring participation in training and certification
5. ensuring a positive work environment
6. supporting indviduals who raise a concern in good faith
7. speaking up about potential misconduct

Question 7

what should you do if you encounter a situation where you can’t fully comply with the AR CoC or governance documents?

Answer 7

You must obtain approval by completing a
deviation request before taking any action.

Question 8

what conflict of interest situations must be disclosed?

Answer 8

1. engaging in secondary employment
2. directorship or non-executive position with a 3rd party organisation.
3. a business relationship with a competitor, business partner, supplier or client.
4. immediate family members or a close personal relationship wih someone who works at AR.
5. are or were a government official in the last 5 years. ( or immediate family member/ close personal relationship with someone who is)

Question 9

what does the AR CoC say about offering, accepting and exchanging gifts and hospitality?

Answer 9

they can be accepted if we respect the following principles:
1. make sure the benefits are reasonable in value, auditable and approriate to the occassion and roles of thos invovled.
2. be honest and transparent when exchanging gifts
3. record given benefits accurately
4. submit an integrity review request where applicable
5. exercise good judgement

we must never:
1. accept or offer benefits that are ilegal, indecent or offensive in any way, involve gambling, or otherwise violate our code and governance documents
2. exchange benefits for any improper advantage or influence over a business relationship
3. request benefits from a 3rd party
4. exchange benefits when it raises questions over a conflict of interest.

Question 10

what are examples of third parties to AR? (5)

Answer 10

1. Clients
2. competitors
3. suppliers/ contractors
4. government officials
5. business partners (those we enter into a business relationship with)

Question 11

what does the AR CoC say about Business Partners?

Answer 11

Business partners have a business relationship with, and act on behalf of AR.

We could be liable for their actions as though we performed them ourselves.

We must always:
- carefully select BPs that share our values
- make sure an Engagement Risk Assessment is performed and approved
- properly monitor our business partners

Question 12

what is typically included within a fee proposal document?

Answer 12

1. Contextual/ background information
   - key client requirements
   - key appointment outputs
2. understanding the brief
   - scope of services
   - scope of data collection
   - added value
3. Delivery
   - how the services will be delivered
   - pilot studies/ surveys
   - indicative timescales/ programme
   - proposed project team
4. Fee breakdwon
5. Assumptions & inclusions

Question 13

What is the AR Complaints Handling Procedure? (3)

Answer 13

The AR Complaints Handling Procedure (CHP) for UK&E outlines how to respond to any client complanits in accordance with the RICS Guidance Note.

1. Complaint should immediately be recorded cia the MyQSSE repoting tool (equivellant to RICS Complaints Log)
   - Project Director (PD) to be informed
   - PD to report the incident as a ‘Quality Event’
2. PD should immediately report the complaint to AR PPS UK&E Managing Director (MD) and Commercial Director (CD)
   - Via email to MD, cc’ing CD.
   - Include summary of complaint, any associated written correspondence, next steps, indicative timescales

3.The CD will decide when the client complaint has reached a stage where it should be escelated to Group Legal & Insurers.

Question 14

Why is it vital to have a complaints handling procedure?

Answer 14

Most people find it difficult to receive a complant, so having a good CPH provides reassurance and support that you are following the right process.

Question 15

What is the RICS Complaints Handling Process?

Answer 15

A two stage procedure.

stage 1: INTERNAL REVIEW
- the firm reviews and considers the complaint in full, aiming to resolve it to the client’s satisfaction.
- claim should be acknowledged (usually within 7 days)
- a full response should be provided within the agreed timeframe (usually 28 days)

stage 2: INDEPENDENT REDRESS
- If the client is not satisfied, they can refer the complaint to an ADR provider.
- ADR provider will review the complaint and make a decision.

Question 16

what is the RICS definition of a complaint?

Answer 16

Any expression of disatisfaction.

Question 17

What information is typically included in a client brief?

Answer 17

The brief should be proportionate to the project. Key information includes:

1. CLIENT INFORMATION
   - key stakeholders, decision makers, roles, contact details etc.
2. PROJECT OVERVIEW
   - desrciption
   - purpose
   -objectives
   - background / context
3. SCOPE OF WORKS
   - specific services required, areas to be covered
4. BUDGET
   - estimated or fixed
5. TIMESCALES
   - Key deadlines and milestones, target dates
6. QUALITY STANDARDS & DESIGN PREFERENCES
   - any specific performance expectations, compliance requirements, sustainability or environmental targets
7. SITE INFORMATION
   - access details
   -existing conditions, hazards, risks, constraints
8. LEGAL & REG CONSIDERATIONS
   - BC, Planning, Party Wall etc.
9. RISK MANAGEMENT
   - known risks
   - insurance requirements
10. PROCUREMENT STRATEGY
    - preferred, if known
11. COMMUNICATION STRATEGY
    - Preffered methods, frequency

Question 18

What problems can typically arrise when a project budget is set too early?

Answer 18

Budgets set too early, such as before surveyor appointment, can result in an artificially constrained budget.
The budget can become a disproportionate focus, and distract from other critical elements as the projet progresses (such as end-user requirements and compliance works).

Question 19

how can a surveyor advise their client on budget at project initation/ appointment?

Answer 19

A competent surveyor should:
- openly discuss with their client the risks of authorising a potentially underestimated budget too early in the projet.
- assess whether they have taken all associated project costs into account.

Question 20

RICS Top 10 tips for taking a brief (can you state a few key points?)

Answer 20

1. Interrogate the initial brief as soon as you receive it.
2. Ensure that all project stakeholders have been identified.
3. Consult all stakeholders at relevant stages of the project, ideally as early as possible.
4. Ensure that project stakeholders understand the value they are adding with their input.
5. Encourage your client to invest in the development of a brief and associated budget before they commit fully to a project.
6. Check that your brief aligns with other initiatives or strategies your client may have.
7. Establish communication channels as early as possible.
8. Introduce reviews and sign-off at critical points in the project.
9. As the project develops, build a clear picture of risks. Check these against the initial brief as often as possible.
10. Introduce and enforce change control measures.

Question 21

What is PI insurance? Who does it protect?

Answer 21

Professinal Indemnity Insurance,
is desgined to protect professionals against claims made by clients or third parties,
for losses or damages caused by negligence, errors, omissions or breaches of professional duty.

• It covers the cost of defending a claim and any damages or compensation that may be awarded.

Question 22

What would PI Insurance not cover? (3)

Answer 22

1. Intentional wrongdoing or fraud
2. contractual liabilities beyond the professional’s normal duty of care
3. fines or penalties

Question 23

what are the RICS Rules of Conduct for PI Insurance?

Answer 23

‘RICS-regulated firms must ensure that all previous and current professional work is covered by adequate and appropriate professional indemnity cover that meets the standards approved by RICS’.

• each member firm is required to purchase a policy, usually on an annual basis, in accordance with the Approved RICS Minimum Policy Wording.
• PII must be provided by a RICS Listed Insurer.

Question 24

what should you consider before accepting a client assignment?

Answer 24

1. Are we qualified for the work?
2. Are we competent to do the work?
3. do the services that we offer meet the client’s needs?
4. Do we have any conflicts of interest?

Question 25

what are Terms of Engagement? Why are they important?

Answer 25

ToE are a written record of agreement between the client and firm. They should clearly set out the scope and nature of services to be delivered and highlight and exclusions or limitations. Good terms of engagement help to avoid missunderstandings with your client.

Question 26

what information should be included in a fee proposal?

Answer 26

1. The terms of engagement 2. what services are included for 3. any services not included for that a client might reasonably expect to be included. 3. payment terms such as invoicing deadlines 4. details on experience and qualification of teams/ individuals who will carry out the work 5. typical timescales and key stages

Question 27

how do you demonstrate good client care?

Answer 27

- Providing accurate and honest information - Building and maintaining trust - Communicating clearly - Behaving in line with the RICS Rules of Conduct - Developing good terms of engagement that are clear about the scope and nature of the services being delivered. Ensure the client is aware of any assumptions and exclusions or limitations before accepting an instruction. - communicate changes and manage your client's expectations.

Question 28

What are the (6) principles of good client interaction & communication?

Answer 28

1. Communicating clearly to build trust 2. Clarifying the client’s understanding and key requirements to ensure a good standard of service is delivered. 3. Adapt your communication approach to meet the client’s preference. 4. Communicate in clear language that is free from jargon 5. Tailor message according to your audience 6. Maintain a record of all communications and confirm any key points in writing

Question 29

what are the different types of fee agreements that can be used for a client to engage the services of a chartered surveyor? (6)

Answer 29

1. Fixed Fee 2. Hourly/ Daily Rate 3. Percentage Fee 4. Lump Sum or Staged Payments 5. Retainer Fee 6. Success/ Contingency Fee.

Question 30

What standard forms of contract are available to appoint a chartered surveyor? (7)

Answer 30

1. RICS Standard Form of Consultant's Appointment 2. RICS Short Form of Consultant's Appointment - for smaller, less complex projects 3. RICS Short Form for Designated Services (e.g. dilapidations, Reinstatement Cost Assessment (RCA), expert witness) 4. JCT Consultant Agreements 5. NEC Professional Services Contract 6. ACE Agreements ( Association fo Consultancy and Engineering) 7. Bespoke or in-house forms - should always be checked for compliance with RICS & legal requirements

Question 31

what are the RICS' minimum limit of indemnity insurance cover?

Answer 31

- £250,000 for firms with a turnover less than £100,000. -£500,000 for firms with a turnover between £100,000 - 200,000 - £1,000,000 for firms with a turnover more than £200,000 (turnover in the proceeding year)

Question 32

What insurances would a company typically need to have in place before they can provide professional services to a client? (4)

Answer 32

1. Professional Indemnity Insurance 2. Employer's Liability Insurance 3. Public Liability Insuraces 4. Contract Works Insurance others: - Cyber Liability Insurance - Office/ Business Contents

Question 33

How are stakeholders identified and how is their status within the project established?

Answer 33

stakeholders are identified by: - consultation with the client and project team - reviewing project information such as documents, contracts and plans - considering everyone who may be affected by or have influence on the project their status can be established through Stakeholder Analysis: assessing each stakeholder's - interest - influence/power - attitude and mapping this on a stakeholder matrix.

Question 34

what is a stakeholder management plan?

Answer 34

A document that sets out how each project stakeholder will be managed and engaged with throughout a project. It should be based on the stakeholder's status, reflecting their level of interest, influence and attitutde towards the project. All stakeholders should be identified through communication and research, analysed to produce a stakeholder map/matrix and managed accordingly.

Question 35

What are KPIs? Why are they important?

Answer 35

KPIs (Key Performance Indicators) are measurable values used to assess how effectively a project or organization is achieving its key objectives. KPIs enable better decision making & continuous improvement.

Question 36

How would KPIs be applied to a construction project?

Answer 36

KPIs are agreed at the start of the construction project. - They should be SMART - Specific, measurable, achievable, relevant and time-bound. - They should be tracked regularly and results recorded/ reported. Examples: 1. client satisfaction - measured through surveys or feedback ratings 2. Cost- measured by actual vs. budget costs 3. time - measured by number of days ahead/behind programme 4. Quality - number of defects on completion

Question 37

In broad terms, what is value management?

Answer 37

Value management is about delivering what matters most to the client, in the most efficient and effective way, by systematically analyzing options and making informed decisions. It is about balancing function, cost and quality. Not just cutting costs but maximising value

Question 38

What is a Locum Agreement?

Answer 38

a contract where a qualified professional—such as a chartered surveyor or project manager—is temporarily appointed to cover the duties of another professional who is absent (for example, due to illness, holiday, or other leave).

Question 39

why is a brief important?

Answer 39

To agree project objectives and KPI's