Client care SOE

Question 1

What do you issue after a client briefing meeting

Answer 1

I issue meeting minuets and a client breifing document, outining scope of works and their expectations in terms of cost quaility and time

Question 2

What is RLB’s complaint handling procedures

Answer 2

Its in line with RICS:

• request for written information
• acknowledgment with the key client contact after 2 days
• try to find a resolution plan (5 days )
• negoations
• if the client is not happy refer them to mediation by RICS
• still not happy refer them to the surveyors and arbirbitractors scheme - perated by charted insuituate of arbitrators

Question 3

what are some of the headings of the RICS professional guidance in complaints handling?

Answer 3

• The value of terms of engagement in reducing complaints
• why do clients complain ?
• record keeping
• Evaluating a complaint

Question 4

What would you refered to for for PII

Answer 4

rics professional indemnity insurance regulation

Question 5

What should you consider in regards to PII ?

Answer 5

Minimum level of insurance - £100,000 or less £250,000

Run off cover - minimum 6 years and £1 million pounds

Question 6

what are the responsibilities of the stakeholders