Client Care (Level 1)

Question 1

Why is it important to develop long-term client relationships?

Answer 1

Builds trust → repeat business & referrals.

Reduces cost of winning new work.

Allows deeper understanding of client needs/strategy.

Strengthens reputation and credibility.

Creates opportunities for collaborative, value-added services.

Question 2

What different stakeholders have you come across in your role?

Answer 2

Clients (lay clients, property directors, public sector bodies).

End users (staff, tenants, local communities).

Consultants (architects, engineers, project managers).

Contractors & suppliers.

Regulators (planning authorities, H&S, ESG bodies).

Funders and investors.

Question 3

How have you tailored client care to one of these stakeholders?

Answer 3

For lay clients: avoided jargon, used plain English, visual aids.

For technical clients: provided detailed technical analysis & options appraisals.

Adjusted frequency and style of communication depending on stakeholder knowledge and influence.

Question 4

Why is it important to set objectives?

Answer 4

Provides a benchmark for success (time, cost, quality, ESG).

Ensures alignment with client’s strategic goals.

Allows measurement of progress against KPIs.

Avoids scope creep and disputes.

Question 5

What is your duty of care towards clients?

Answer 5

Act with reasonable skill, care, and diligence (RICS Rule of Conduct).

Provide advice within competence and PI cover.

Avoid conflicts of interest.

Keep client information confidential.

Ensure compliance with legislation and RICS standards.

Question 6

How have you defined scope of services within competence and PI insurance?

Answer 6

Confirm expertise and qualifications before accepting work.

Check PI policy covers the instruction.

Clearly record inclusions/exclusions in terms of engagement.

Decline work outside competence or refer to others.

Question 7

How do you set fees?

Answer 7

Transparent discussion at outset.

Methods: fixed fee, hourly rate, % of project cost, or lump sum.

Consider complexity, risk, time input, and value added.

Always record basis in terms of engagement.

Question 8

How have you used standard forms of appointment?

Answer 8

RICS Standard Form of Consultant’s Appointment (2022).

Ensures consistency, compliance, and clear risk allocation.

Covers services, fees, liability, dispute resolution, insurance, etc.

Question 9

What mechanisms are contained within an appointment document?

Answer 9

Parties, services, fees/payment terms.

Scope of duties and limitations of liability.

PI insurance provisions.

Termination, suspension, and dispute resolution.

Collateral warranties/third-party rights

Question 10

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

Answer 10

🔹Legal requirements

Employers’ Liability Insurance – compulsory under law if employing staff.

Motor Insurance – if vehicles are used for business purposes.

Other project-specific insurances – e.g. contractors’ all risks, public liability (depending on role).

🔹 RICS requirements (Professional Indemnity Insurance – PII)

Mandatory for all surveyors and firms in practice.

Protects clients, surveyors, and third parties against negligence claims where duty of care is breached.

Policies must be underwritten by an RICS-approved insurer.

Adequate and appropriate cover must be in place for each instruction, having considered potential liabilities.

Minimum levels of indemnity (based on turnover):

 Turnover ≤ £100,000 → £250,000 each and every claim.

 Turnover £100,001–£200,000 → £500,000 each and every claim.

 Turnover ≥ £200,001 → £1,000,000 each and every claim.

Uninsured excess limits (the maximum the firm can bear itself):

Turnover up to £10m → the greater of 2.5% of the sum insured or £10,000.

 Turnover over £10m → no set limit, but must still be justifiable.

Firms must consider their risk profile when setting cover — these are minimums only.

New businesses → must estimate turnover and adjust cover accordingly.

🔹 Other RICS-linked insurances

Client Money Protection Insurance – if holding client funds.

Run-off cover – required for at least six years after a firm ceases trading, to cover legacy claims.

Question 11

How are stakeholders identified?

Answer 11

During client briefing and project inception.

Through PQQs/ITT processes.

By mapping those who affect or are affected by the project

Question 12

How do you establish the status of a stakeholder within a project?

Answer 12

Use stakeholder analysis tools (e.g. power-interest matrix).

Consult early to assess influence and expectations.

Confirm reporting lines, decision-makers vs consultees.

Question 13

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

Answer 13

Written terms of engagement and reports.

Project communication strategy (who, when, how).

Meeting minutes, progress reports, dashboards.

BIM platforms or CDEs for technical teams.

Escalation protocols for disputes/complaints.

Question 14

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

Answer 14

Cost vs budget.

Programme milestones met.

Number of variations/defects.

Client satisfaction levels.

Safety incidents, ESG performance, waste/recycling metrics

Question 15

How do you gather data during inception, including client briefings and site info?

Answer 15

Client interviews & workshops.

Desktop research (maps, archives, planning records).

Site surveys, inspections, trial pits, laser scanning.

Review of historic/parallel projects and feasibility studies.

Question 16

Explain what BS EN ISO 9004 relates to.

Answer 16

Quality management standard (success through sustained quality).

Focus on performance improvement and long-term success.

Broader than ISO 9001 – emphasises efficiency, stakeholder satisfaction, and continual improvement.

Question 17

What is the definition of a KPI?

Answer 17

A measurable indicator used to evaluate performance against agreed objectives.

Must be specific, relevant, and meaningful (e.g. cost, time, safety, quality).

Helps track progress, compare performance, and drive improvement