Client Care - Level 2

Question 1

Tel me about More Homes Bromley?

Answer 1

• I attended a meeting with a colleague where we discussed the procurement of some several hundred properties within Kent
• I discussed with the client their expectations along with how the purchase was going to be funded so that I could gain an understanding of how our appointment was going to work
• I agreed Terms of engagement between the parties which included our level of fees.
• During the process I had direct communication with my clients Staff where questions or queries could be dealt with. I came across items which were of concern to my clients and I was able to address these items and, in some cases, re-negotiate the purchase price.

Question 2

• Describe an example where you have endeavoured to meet the specific requirements of your client?

Answer 2

• More Homes Bromley who wanted the inspection data within a certain format within either a Word or PDF document.
• I created a template from the information that they had provided me.

Question 3

How do you ensure that your clients are satisfied with the service they receive?

Answer 3

• By reviews and positive feedback.

Question 4

• Talk me through why and how you renegotiated the purchase price in relation to More Home Bromley.

Answer 4

• Once relevant information may have come to light further down the line from my clients Solicitors such as lease details being shorter or a double ground rent charge, I would review the offer and adjust accordingly.

Question 5

How did you clearly communicate these identified issues to your client?

Answer 5

• By telephone conversation and then a follow up email with an attached letter in writing on headed paper.