Client Care - Level 2 (Ready)

Question 1

What is included in McLaren’s Terms of Engagement?

Answer 1

• Sets out proposed fee basis
• Sets out payment of expenses
• States that a copy of the firms complaints handling procedure is available upon request

Question 2

Can you tell me about McLarens complaint handling procedure?

Answer 2

• Acknowledge within 5 working days
• Respond within a further 10 working days
• Complainant to confirm within 10 working days whether they wish to take matter further
• If they do, person dealing with complaint will write to complainant within 5 working days informing them what action has been or will be taken
• If still dissatisfied, it can be referred to CEDR
• If still not resolved, can be referred to Independent Dispute Resolution Scheme (IDRS) for arbitration

Question 3

What are the Complaint’s Handling Procedure rules set out by the RICS?

Answer 3

• Acknowledged within 7 days
• Investigated within 28 days
• Firms must include a RICS approved ADR method e.g. Centre for Dispute Resolution (CEDR) or the RICS Dispute Resolution Service

Question 4

How would ensure a high standard of Client Care?

Answer 4

I would always communicate clearly, openly and transparently

Question 5

What are the principles of good client care?

Answer 5

Clear, open and transparent communication

Question 6

How much professional indemnity insurance does your firm require?

Answer 6

Depends on turnover in preceding year
- £100k or less - £250k
£100k to £200k - £500k
£200k + = £1m

Question 7

What is the MAX level of uninsured excess?

Answer 7

Depends on liability:
Up to £500k = Greater of 2.5% or £10k
Over £500k = 2.5% of sum insured

Question 8

What should a sole practitioner do differently with regards to their CHP?

Answer 8

• Nominate a surveyor in another firm to act as Complaints Handling Officer (CHO)

Question 9

When does the RICS become involved in a complaint?

Answer 9

• If a member fails to respond

- If a member prevents the party from gaining access to an independent redress scheme

Question 10

If a complainant is not happy with how the complaint has been handled, what should they do?

Answer 10

• Take the matter to an independent redress scheme
• Name of which must be provided to complainant
• Examples include:
• CEDR
• RICS Dispute Resolution Service

Question 11

If you received a complaint, how would you deal with it?

Answer 11

• Aim to deal with it internally
• Ask for complaint to be made in writing
• Issue details of CHP to complainant
• Share details of CHO with complainant as person they should contact

Question 12

Can you tell me why it is good to build long term client relationships?

Answer 12

• Consistent workload
• Steady income
• Higher degree of trust
• Lower marketing costs
• More referrals

Question 13

Can you tell me about the different stakeholders you have come across in your role?

Answer 13

• Architects
• Engineers and consultants
• Agents / Valuers
• Local residents
• Utility Companies
• Landowners
• Investors

Question 14

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

Answer 14

• I tailored my behaviour to local residents during a public consultation on Burnham
• Spoke in a manner regarding our development proposals that they would understand
• Took account of their comments and opinions
• Ensured I relayed their feedback to my Directors

Question 15

Can you tell me what recent amendments to Part B you are aware of?

Answer 15

• From November 2020

- Trigger height for sprinkler systems is 11 metres (was previously 30 metres)

Question 16

As a Client, how would you go about accepting an instruction?

Answer 16

We do provide development management services to joint venture partnerships, during which I have had to issue terms of engagement to ensure that our scope of services is clearly set out

Question 17

And what is McLaren’s complaints handling procedure?

Answer 17

Within McLaren, all complaints should be communicated to our Directors, who will then decide how the issue is going to e resolved and if the matter needs to be escalated