What stakeholders are there in your role?
The client is Ministry of Housing, Communities and Local Government.
Other clients have included HMRC, National Highways, Local Authority, HMRC, DWP
Other stakeholders are local authority for business rates, ratepayers, taxpayers for IHT, agents, solicitors
Tell me about how you have tailored your client care to one of your stakeholders?
I had an anxious ratepayer who needed extra reassurance that his case was being dealt with and needed understanding and patience during phone calls.
I proactively kept him informed of each step of the process and how long I anticipated it would take. I fully explained all the possible outcomes on several occasions, I avoided jargon and - I ensured his questions were all answered and his anxieties about any future liabilities were discussed. I ensured I backed up our discussions with emails to make sure all the information had been retained.
Tell me about your duty of care to clients
The principle of duty of care is that you are obliged to avoid acts or omissions that could harm other clients or third parties. Risks must be anticipated and care taken to avoid them.
How would you define your scope of services within the the limits of your competence and PI insurnace
By setting it out in the TOE
What communication between yourself and clients or stakeholders are you aware of.
Written, email, telephone. CCA portal.
Tell me an example of when you provided good client care
Rating cases delayed for technical reasons. Reference numbers had been incorrectly mapped to assessments/addresses when a new computer system was brought in at the council. I needed to make the council aware of the issue as soon as possible to prevent incorrect bills. I established with a counter part at the council that several hundred assessment were affected and there may be a lot more.
I informed our Local Authority Relationship Manager and stressed the urgency of the issue thereby saving the council a lot of time and effort correcting bills.
Unfortunately it did take a large amount of time to correct the issue and therefore individual ratepayers were affected.
I informed all the ratepayers and agents that were affected in my caseload and encouraged my colleagues to do the same.
Level 2 - On your ratepayer example.
Why did you choose to telephone rather than email. what advantages did this give?
Looking at notes of previous interactions with this ratepayer, he asked lots of questions and so I decided that the telephone was more immediate and I could ask what I needed to know and answer his questions all at the same time - preventing a delay in the case.
Level 2 - Ratepayer
How did you manage the risk of providing reassurance without giving inappropriate advice or making promises you couldn’t keep
I was aware of the limitations on promises I could makge. I managed his expectations and ensured I gave all possible outcomes without saying which I favoured until I had checked the situation.
Level 2 - Ratepayer
What would you have done if the ratepayer continued to call frequently or became confrontational
the ratepayer being fully informed meant that he was satisfied he had been fully heard. Explaining the outcomes mean that conflict was avoided.
However, had he continued to call I would have cut off contact once the case was completed and referred him to either CCA or the complaints handling procedure.
If he became confrontational I would have done the same thing. I may have let him have his say and then referred him CCA or complaints.
Level 2 - complaint
You explained the reasons for the delay. Why did the ratepayer remain dissatisfied.
The tehnical delay cause the ratepayers rebate to be delayed, it’s understandable that they would remain dissatisfied until their payment was made.
What steps are required under RICS procedure when a formal complaint is made?
RICS requires a clear two stage complaints procedure and the customer is informed of this when a complaint is made.
The complaints handling procedure must be approved by RICS and free at Stage 1
Alternative dispute resolution must be available at Stage 2.
What is the VOA’s complaints handling procedure
Try to solve the issue with the original caseworker
Tier 1 - complaints manager
Tier 2 - 2nd different complaints manager
Adjudicators office
MP and ombudsman
How have you dealt with a complaint
Tried to solve self. Escalted to complaints department.
Made aware of potential complaint - gave timeline of events.
Timeframe to answer complaint
20 working days
What is client care?
Looking after clients best interests and providing an appropriate level of service
Client care is provided through professionalism, competence, punctuality, trust, reliability, presentation, regular communication, KPIs to monitor customer satisfaction, client performance feedback
Why is client care important for surveyors?
The majority of work is through repeat business from existing clients
Important not only for the client to achieve their requirements but also for the company to encourage repeat business
Word of mouth can be generated
Negative feedback can be damaging
Excellent client care reduces the potential for negligence claims to arise
When should you decline an instruction of new work from a client?
Conflicts of interest
If appointment would not be in the client’s best interest
My firm may not be able to resource the job adequately
If the project is outside of my skillset
If the work was unlawful
If your client asked you to lower your fees because of their limited funding, what would you do?
Client would have to pay the required price for the level of service provided or reduce the scope of the works involved
Alternative route for VOA complaints
Complaint can be made to RICS as they regulate the professional conduct of professionals and regulated firms
Are you aware of any RICS guidance around complaints handling
RICS ‘Complaints Handling’ Guidance Note 1st edn 2016 amended to a Professional Standard in 2023.
TOE can reduce complaints
Complaints dealt with in accordance with PII policy
Establish root of complaint
Record and allocate all complaints
Establish and adhere to review process
Don’t get defensive
Be empathetic
Provide clear timeframes
VOA’s complaints policy aims?
Acknowledge complaint within 3 working days
Provide specific point of contact
Deal with complaints within 20 working days
Keep details confidential
Act professionally and impartially
Do not discriminate
How can you avoid negligence?
Precise instructions in writing
Know your limits
Work in accordance with RICS Standards and Guidance
Do you deal with unreps and agents differently?
Generally no
Provide same level of service and client care
Unreps may need things explaining in more detail and need more guidance with the rules and regulations
When I had a VT case with an unrep, I made sure they were clear on procedures such as SOC and ensured they remembered to serve it to the VT as well as to us.
Decision would be the same regardless of whether they are unrep or agents
You’re working in private practice, and you’ve got a week left before your Christmas leave. Jolly the Elf has come to you as she believes Santa’s workshop is smaller than the area on its rating assessment, and she’s hoping to secure a reduction before Christmas. She wants to instruct you to submit a check to revise the areas. How do you respond?
Consider the timeline and manage their expectations
Could decline the instruction if someone else could complete it in time
Identify the client - do they have authority to act?
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Ethics And Professionalism81
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Client Care39
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Health And Safety27
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Communication And Negotiation21
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Data Management18
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Valuation60
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Inspection8
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Measurement14
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Local tax Level 144
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CPO7
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Cap Tax40
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Hot Topics34
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Accounting20
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Business Planning5
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Conflict Avoidance15
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Diversity3
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Inclusive Environments COPY6
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Sustainability17
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Ethics Level 24
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Inspection Level 2 and 315
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Building Pathology L128
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Red Book3
