What is client care
Client Care involves understanding a client’s requirements and delivering a high-quality service in a professional manner, in full compliance with the RICS Code of Conduct. It is supported by effective communication and well-structured processes that ensure services are delivered on time, and that any unforeseen issues are managed promptly and professionally.
What is Employers Liability Insurance
This is legally required within the UK with the exception of Sole traders.
Employers’ Liability Insurance (ELI) protects a business if an employee is injured or becomes ill as a result of their work. It covers compensation costs, legal fees, and associated expenses if a claim is made.
What is Third party Insurance?
Covers injury or property damage caused to members of the public during surveying activities.
It protects the surveyor/firm if someone who is not a client or employee makes a claim.
Examples:
Public injured on site
Damage to a neighbour’s property
Breaking a client’s belongings during inspection
Not covered:
Professional advice errors (PII covers this)
Employee injuries (ELI covers this)
Where would the Complains Handling Procedure process normally be found?
Within the Terms and conditions of the Client Contract. The CHP should also be published on the Firms website according to the RICS guidance.
What is the Ombudsman?
Officials that can investigate complains against an individual or firm if not resolved. For Public Service, this would be the Scottish Public Service Ombudsman (SPSO). The relevant Ombudsman can be found on their website.
What can / will the RICS investigate?
If they suspect a member or firm have breached code of conduct rules or brought the RICS into disrepute.
What are the Rules of Conduct?
RICS Rules of Conduct
Set the standards of professionalism, ethics, and behaviour for RICS members.
The 5 rules:
- Act with integrity – be honest and trustworthy
- Always provide a high standard of service – competent and diligent work
- Treat others with respect – fair and professional behaviour
- Act in the public interest – uphold trust in the profession
- Comply with all relevant laws and regulations – follow legal and professional requirements
Conflict of interests - how would you deal with this and could you proceed with taking instruction from a client if a CoI exists.
During the initial clients brief, with due diligences I would try to establish if there is any conflicts of interest. This would be done by establishing the requirements of the client and ascertaining all stakeholders that would be involved within the work. i.e contractors, other surveyors within the firm. This aligns with the RICS code of Conduct. If both parties consent then the work can be carried out providing all parties are aware. Rule 1 1.3 identify col
What is a Key Performance Indicator why would you use it?
A key Performance Indicator is pre agreed or determined perimeter that is used to establish if certain metrics are being met. An example of this would be timescales being met. This is useful to keep work on track and give accountable benchmarks for a client partnership. Quantifiable results.
What are the minimum ranges of Professional Indemnity Insurance?
£0 - £100,000 Turnover = £250,000 minimum
£100,001 - £200,000 Turnover = £500,000 minimum
£200,001 - above Turnover = £1,000,000
Firms can hold higher levels of indemnity depending on Turnover and risk.
What are the maximum levels of uninsured excess? (PII)
Uninsured excess is the amount that a firm would need to pay itself.
£10,000,000 or less ) limit of indemnity = £10,000 or 2.5% of the sum whichever is greater.
There is no limit for above £10,000,000.
What is the purpose of Professional Indemnity Insurance and why is it important?
Protects firms from financial loss as a result of a claim. Ensures clients of a firm do not suffer financial loss. Protects firms against consequences of its liability to pay damages.
Why is PII important?
Adheres to the RICS Rules of Conduct to ensure all previous and current work is covered by adequate and appropriate insurance (Professional Indemnity Insurance) - approved companies published by RICS.
5 Steps to a successful KPI process
Quantify what you are looking to improve or monitor
Analyse the best way to measured the target
Decide on metric
Plan an process to intervene if KPI not being met
Repeat
How do you establish a clients objectives and goals?
Issue client questionnaires, suggest and agree on KPIs that will be followed, setting up an initial meeting prior to beginning work (outside of a client brief), benchmark through previous work or KPIs, clear and concise communication.
Who are clients to you?
Engage and pay for my services
Receive my professional advice or work outputs
Have a contractual and professional relationship with me
Are entitled to fair treatment, transparency, and proper care under RICS rules
Working for an Assessor, we deal with a variety of stakeholders and although they do not pay for the service we offer (as it is statutory), I must still adhere to the Code of Conduct 5 rules and professional obligations. CHP, cooperate with RICS, comply with CPD, PII insurance.
Principles of Client Care?
Identifying different clients and their needs. Behaving in a professional manner to establish good client relationships and trust in the RICS / Firm.
What do you think makes great Client Care?
A clear understanding of what the client wants.
Consistent professional response
Effective, clear communication
Published CHP
Well maintained records and safe data handling
Correct levels of insurance PII, ELI
Previous successful partnerships
ISO 9001 - what is this?
This is a QMS or Quality Management System which manages and monitors quality across the business.
Its a framework
Plan Do Check Act.
How can firms look after clients
Professional Indemnity Insurance appropriate to the level of work, publishing a complains handling procedure.
What is a CHP and do you have one?
A complains handling procedure is a framework that dictates how a complain is handled.
Recorded complain in Complains Log
RVJB Stage 1 - 5 WC to respond, if not satisfied can be escalated to Stage 2
RVJB Stage 2 - 20 WC to respond, full written resolution provided. If not satisfied, can be referred to the Ombudsman SPSO.
Also know as formal redress system.
What typically is recorded in the complains log?
Date and location of the complaint
details of the complaint
actions take to date
deadline date for Stage 1,2 - 3 etc
What are some considerations that a client may need to clarify before taking on work?
Deadline
Budget
Level of Quality / Scope
Goals
KPI
Professional Indemnity Insurance covers you against what?
Professional negligence claims. By maintaining PII you protect yourself, firm and client from financial damage.
