Definition

In an APC context, effective communication with clients means the timely, accurate and accessible exchange of information throughout an instruction. It encompasses medium (written, verbal, digital), frequency, clarity and record-keeping. The RICS Rules of Conduct (effective 2 February 2022) embed communication obligations in Rule 3 (Service), requiring that clients are kept informed in a form that meets their needs.

Why this matters for Client Care

  • Poor communication is consistently one of the leading causes of client complaints to RICS and to redress schemes.
  • Proactive updates prevent clients from chasing progress, which itself damages the relationship.
  • Clear written communication creates an audit trail that protects the surveyor in the event of a dispute.
  • Adapting communication style to the client's level of knowledge demonstrates respect and builds confidence.

Key principles

Establishing communication preferences at the outset

At the start of an instruction the surveyor should agree the client's preferred communication method (email, telephone, formal reports or a combination) and the frequency of contact. Recording these preferences in the terms of appointment reduces the risk of the client feeling neglected.

Clarity and plain English

Surveyors routinely use technical language that clients do not understand. Jargon such as "deleterious materials" or "BCIS indices" should always be explained. Reports should be structured so that conclusions and recommendations appear prominently; a glossary and a plain-language summary section are good practice where a lay client is the audience.

Managing bad news proactively

Communicating adverse findings promptly is an ethical obligation, not a courtesy. If a valuation is likely to come in below expectation, or a survey reveals a significant defect, the client should be informed before they read it in a formal report with no warning. A brief telephone call ahead of delivery allows the client to ask questions and demonstrates that the surveyor is acting in their interest. Delaying bad news is a client care failure.

Written records and file notes

Every significant communication should be documented. Verbal instructions should be confirmed by email on the same day. A file note recording what was discussed, agreed or declined satisfies record-keeping obligations under the RICS Rules of Conduct and is often decisive in any subsequent dispute.

Relevant RICS guidance and legislation

  • RICS Rules of Conduct (effective 2 February 2022) — Rule 3 (Service) requires that clients are kept appropriately informed throughout an instruction.
  • RICS professional standard on complaints handling — recognises inadequate communication as a primary driver of complaints and sets out remedial obligations.
  • Consumer Rights Act 2015 — services provided to consumers must be carried out with reasonable care and skill; poor communication that leads to client loss may give rise to a statutory claim.
  • The Property Ombudsman — adjudicates disputes between clients and agents or surveyors, and consistently identifies communication failures as a key factor in upheld complaints.

Ethics and Rules of Conduct angle

Effective communication is most directly linked to Rule 3 (Service) and Rule 4 (Respect). Rule 3 requires proactive communication, not waiting to be asked. Rule 4 requires courtesy, dignity and language the client can understand. A pattern of communication failures can support a finding of unsatisfactory professional conduct.

APC-style Q&As

Q (Level 1) Why is effective client communication a professional obligation for an RICS surveyor?

RICS Rule 3 (Service) requires that clients are kept informed and that services are provided in a way that meets their needs. Effective communication is therefore not discretionary: it is a condition of providing a quality professional service.

Q (Level 1) What should a surveyor do if they cannot meet a deadline they have communicated to a client?

The surveyor should contact the client as soon as the delay becomes apparent, before the missed deadline, to explain the reason and provide a revised timeline. Allowing a deadline to pass without warning damages client trust and may constitute a breach of the terms of appointment.

Q (Level 2) Describe how you would adapt your communication approach for a lay client receiving a complex survey report, compared with a professional client such as a fund manager.

(example) For a lay client I would provide a telephone walkthrough before report delivery, structure the report with a plain-language executive summary and include a glossary. For a professional client such as a fund manager, I would focus on investment implications, use market conventions and prioritise structured data over narrative explanation. The substance is the same; the presentation is calibrated to the audience.

Q (Level 2) A client has telephoned with verbal instructions to expand the scope of an inspection. What steps do you take?

I would listen carefully to confirm exactly what is being requested, then follow up with a same-day email summarising what I understood the client to want, the additional fee (if any), and the revised timetable. I would ask the client to confirm their agreement in writing before commencing the additional work. This converts a verbal instruction into a documented change, protects both parties, and demonstrates the kind of organised, transparent service that assessors look for under the Client Care competency.

Q (Level 3) Your firm's senior partner instructs you not to tell a client that their valuation has dropped significantly since your preliminary advice, as the partner fears losing the instruction. How do you respond?

(example) This creates a direct conflict between commercial pressure and my obligations under Rule 1 (Honesty and Integrity) and Rule 3 (Service). A client relying on withheld valuation advice could make a seriously misinformed financial decision. I would explain that withholding material facts would breach the Rules, expose the firm to liability and potentially support a disciplinary referral. If the partner maintained the instruction, I would escalate to the compliance officer. Concealing the revised figure is not an option.