Client care

Question 1

What Internal client care procedures are set out in Appendix A of Professional Obligations to RICS?

Answer 1

Appendix A highlights the requirement for a complaint-handling procedure. By having a complaint handling procedure in place, this ensures standards are upheld in the industry.

Question 2

Talk me through your firms complaints handling procedure?

Answer 2

1. Points to a manager for the complaint to be filed & to notify the PI insurer. 2. Requires that the complaint be written. 3. Informs the complainant that it has been received within 7 days, and there will be a proposed resolution within 21 days from that point. 4. Points to a 3rd party adjudicator whom the complainant can go to if they are unhappy with the response.

Question 3

What must a complaints handling procedure include?

Answer 3

1. Details of the policy should be issued to the client.
2. The process must include a redress mechanism.
3. The complaint must be investigated within 28 days.
4. All complaints must be recorded.
5. We must note the need to advise PI insurers of a complaint immediately.

Question 4

What is an independent redress scheme?

Answer 4

A redress scheme provides a clear route to an impartial 3rd party to review the complaint when internal complaints procedures have been exhausted.

Question 5

What time scales are involved with a complaint?

Answer 5

Must confirm receipt within 7 days, with 21 further days to propose a resolution.

Question 6

Explain how work is checked in your organisation?

Answer 6

My organisation uses a quality assurance process whereby junior members of the team will spot check quantities for accuracy and check formatting and grammar. A director then reviews the contents before being issued to the client.

Question 7

How would you identify the needs of a client?

Answer 7

Holding discussions regarding project key deliverables & the scope of services required.

Question 8

What are scope of services?

Answer 8

The defined boundaries of work or the specific tasks and responsibilities that a firm will undertake for a client.

Question 9

What is a Client Brief?

Answer 9

The objectives and operational requirements of the finished project.

Question 10

What do you need to consider when preparing a fee bid?

Answer 10

1. Understanding the Client’s objectives.
2. Establishing your scope of services and the fee for doing so.
3. Level of resource available to deliver the work to a high standard.

Question 11

What makes up a fee bid proposal?

Answer 11

1. Identification of the Client’s needs & key deliverables.
2. The proposed fees.
3. Scope of services.
4. Supporting CV’s.
5. The Conditions of Engagement.

Question 12

What is included within an appointment documentation? What do you include in a fee appointments?

Answer 12

1. Scope of services.
2. Agreed fee.
3. Terms and Conditions.

Question 13

If your client asked you to lower your fees because of their limited funding, what would you do?

Answer 13

1. The client would have to pay the required price for the level of service being provided.
2. I would review the scope of services and see if there were any scope reduction options that we could remove to reduce the fee payable, however, this may not be possible.

Question 14

When should you decline an instruction of new work from a client?

Answer 14

1. If there is a Conflict of Interest.
2. My firm may not be able to resource the job adequately.
3. If the project is outside of my skillset.
4. Suspicions of money laundering.

Question 15

Give me an example where you have tailored decision making to meet client objectives?

Answer 15

On Eaton Place, when the client’s budget was exceeded, I undertook VE and scope reduction exercises to bring the budget back in line with client objectives.

Question 16

What are some typical exclusions to a fee proposal?

Answer 16

1. VAT
2. Travel outside the M25
3. Printing A3.

Question 17

What would the resource fee you use in fee proposals be made up of?

Answer 17

Wages, benefits, office costs, equipment, OH&P, non-fee earning staff etc.

Question 18

What is a client brief?

Answer 18

It is a formal statement of the objectives and operational requirements of the finished project.

Question 19

What is the RICS Complaints handling policy?

Answer 19

The Complaints Handling Professional Standard sets out mandatory rules that all RICS members and regulated firms must follow when dealing with complaints.

Question 20

What is a scope of service?

Answer 20

A Scope of Service is a clear, written description of the services you will provide to a client, including what is included, what is excluded, and the deliverables, responsibilities, and assumptions.

Question 21

What appt doc do you use?

Answer 21

RICS Standard forms of appointment.

Question 22

What is a lay client?

Answer 22

A lay client is a client who does not have professional knowledge or experience of construction or property.