Client Care (Level 1)

Question 1

What are the RICS requirements in relation to complaints handling procedure (CHP)?

Answer 1

RICS requirements for CHP:
- a complaint must be acknowledged within 7 days
- complaint must be actioned within 28 days
- all RICS regulated firms must have a CHP, a complaints log and a dedicated complaints handling officer
- CHP must be included within terms of engagement

Question 2

When and how can the RICS be involved in a complaint about a firm or member?

Answer 2

The RICS can be involved in complaints if there is a proven breach of rules of conduct or law.

RICS has set out principles for provide alternative dispute resolution mechanisms

Question 3

Tell about why it is important to develop long-term client relationships.

Answer 3

Business Need – gaining long term and trusted clients is invaluable for the business. Easier to work with existing clients than to find new ones

Recommendations/Testimonies – helps to gain new business

Ease of working – know each other’s working styles and objectives

Question 4

Tell me about the different stakeholders you have come across in your role.

Answer 4

• Funders/Investors
• LPAs
• Consultants
• Contractors

Question 5

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 5

• Communication Methods
• Priorities and objectives tailored to the client’s business need

Question 6

Why is it important to you to set objectives?

Answer 6

• Alignment with a client’s business need
• Provides direction
• Used to monitor performance with KPIs based on objectives

Question 7

Tell me about your duty of care towards your clients.

Answer 7

As a surveyor and member of the RICS
- I have a duty to act in the public interest

As an agent
- I have a duty to exercise reasonable care and skill in advising on an appropriate asking price or rent for the property

Duty of Care as set out in legal contract

Question 8

How do you set fees?

Answer 8

• Review the scope of services
• Review the market rate
• Assess the responsibilities and deliverables set out

Question 9

How have you used standard forms of appointment?

Answer 9

Used a standard form of appointment for consultants on projects assuming it is a normal, lower risk and lower fee role.

Use the Linkcity standard form of appointment which is aligned with RICS Standard Form of Consultant’s Appointment (2022)

Includes:
- Project description
- Consultant’s obligations – scope of services and deliverables
- Insurance Requirements
- Fees and fee schedule
- Complaints Handling Procedure
- Termination
- Anti-Bribery and Modern Slavery Policies

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Answer 10

• PI Insurance Cover – should comply with RICS limits
• Set out any limitations on liability
• Public liability insurance covers claims made against your business by clients, contractors, or members of the public for accidental injury or damage to their property

Question 11

How are stakeholders identified?

Answer 11

Stakeholder Analysis

• Identifying the key stakeholders and their interests (positive or negative) in the project;
• Assessing the influence of, importance of, and level of impact upon each stakeholder;
• Identifying how best to engage stakeholders.

Question 12

How do you establish their status within a project?

Answer 12

3 types of stakeholder:

• Primary – have a direct impact on the success of the project
• Secondary – have an indirect impact on the success of the project
• Tertiary – should be considered for the success of a project

Question 13

Explain formal communication systems with clients and stakeholders you are aware of.

Answer 13

Email
Letter
Progress reporting
Public forum

Question 14

What KPIs might you agree with a client to monitor performance?

Answer 14

KPIs should be aligned with the objectives of the client, general ones are:
- Time
- Cost

Question 15

How do you gather data during the inception stage of a project,
including client briefings and site based information?

Answer 15

• Surveys – for the site or the building
• Market Data – e.g rental values, costs
• Planning

Question 16

What is the definition of a Key Performance Indicator (KPI)?

Answer 16

Key Performance Indicator - a quantifiable measure of performance over time for a specific objective

Question 17

What RICS guidance relates to handling client money?

Answer 17

RICS Professional Statement on Client Money Handling (2019):
- purpose is to ensure that RICS members and firms preserve the security of their client’s money in their care

Question 18

What do the RICS Rules of Conduct say about client money?

Answer 18

Rules of conduct state ‘ A firm shall preserve the security of clients’ money entrusted to its care in the course of its practice or business

Question 19

6 Main Areas of Practice set out in RICS Professional Statement on Client Money Handling (2019)?

Answer 19

6 Main Areas of Practice

1. Holding Client Money
2. Information to Clients
3. Receipts of Client Money
4. Payments from Client Account
5. Accounting records and controls
6. Compliance

Question 20

What is client care?

Answer 20

Client Care is the process of

• Identifying all client types
• Understanding behaviours appropriate to establishing good relationships
• Setting out systems and procedures for managing the client care process

Question 21

When and how can the RICS be involved in a complaint about a firm or member?

Answer 21

The RICS can be involved in complaints if there is a proven breach of rules of conduct or law.

RICS has set out principles for provide alternative dispute resolution mechanisms