Client Care

Question 1

How is the RICS two-stage complaints procedure carried out in a professional engagement?

Answer 1

Stage 1) Complaint direct to an RICS regulated firm to give them the chance to resolve it.
Stage 2) If unhappy with Stage 1, you can refer to an independent provider who is an independent consultant, and not an RICS employee. The consultant will then issue an independent report, confirming if standards were met or if further action is needed.

Question 2

What is a client brief?

Answer 2

A client’s brief sets out the project goals, requirements, constraints and success criteria.

Question 3

Why is a client brief important?

Answer 3

A client brief is important because:
1) Defines project scope and objectives
2) Provides a basis for cost planning and programme development
3) Allows the team to make informed decisions
4) Forms a reference point for managing change and variations

Question 4

What information is usually included in a client brief?

Answer 4

A client brief typically includes:
1) Client’s needs and objectives
2) Project scope and functional requirements
3) Budget and funding constraints
4) Programme milestones
5) Quality and performance requirements
6) Sustainability and ESG objectives
7) Risk allocation and risk appetite
8) Stakeholder requirements

Question 5

Who prepares the client brief?

Answer 5

The client is ultimately responsible, but it is often developed collaboratively with PM, QS and designers.

Question 6

When should the client brief be developed?

Answer 6

The client brief should be developed at the earliest stage of a project, often RIBA stage 0 and 1.

Question 7

What is the difference between a strategic brief and a project brief?

Answer 7

1) A strategic brief is more of a high level document with business case and objectives.
2) A project brief is more detailed and includes specific requirements for project delivery.

Question 8

How is a client brief managed through a project?

Answer 8

1) Regular reviews and sign-off
2) Formal change control procedures
3) Communication with stakeholders
4) Continuous alignment with cost plans, programmes and risk registers

Question 9

What risks can arise from a poorly defined client brief?

Answer 9

Risks include:
1) Scope creep and uncontrolled variations
2) Cost overruns and programme delays
3) Design rework

Question 10

What is a fee proposal and why is it important?

Answer 10

A fee proposal is a formal document that sets out services to be provided, basis of the fee and terms of which services are to be provided.

It is important because it defines the scope of services, establishes the fee being paid and reduces risk of dispute over fees.

Question 11

What information is typically included in a fee proposal?

Answer 11

1) Description of services and scope
2) Fee basis and breakdown
3) Programme or duration of services
4) Payment terms
5) Limit of liability and PI requirements

Question 12

What are common types of fee arrangements?

Answer 12

1) Lump sum fees
2) Percentage based fees
3) Time charge or hourly rates
4) Target or capped fees
5) Framework or call-off arrangements

Question 13

What is meant by assumptions and exclusions in a fee proposal?

Answer 13

Assumptions sets out the basis in which the fee has been calculated.

Exclusions define services not included in the fee.

Question 14

What is the difference between a fee proposal and terms of engagement?

Answer 14

A fee proposal focuses on the scope of services and fee basis.

Terms of engagement sets out the legal and contractual conditions of the appointment.

Question 15

When should a fee proposal be prepared?

Answer 15

1) Prior to formal appointment.
2) Once the scope of services has been defined.
3) Before any chargeable work has commenced.

Question 16

What risks arise from poorly prepared fee proposals?

Answer 16

1) Fee disputes
2) Scope gaps or overlaps
3) Unrecoverable additional work
4) Client dissatisfaction
5) Professional liability exposure