Definition

In an APC context, effective communication with clients means conveying information clearly, accurately, and in a manner appropriate to the client's level of understanding, so that they can give informed instructions and make sound decisions. The Consumer Rights Act 2015 implies a statutory requirement that professional services be provided with reasonable care and skill, which includes communicating findings in a way a client can reasonably be expected to understand.

Why this matters for Client Care

  • At Level 2 you must demonstrate, with examples, how you adapt your communication style to different clients and contexts.
  • Poor communication is one of the most common root causes of client complaints, disputes, and negligence claims in surveying practice.
  • Rule 5 of the RICS Rules of Conduct requires members to provide a quality service, which includes proactive, clear communication of relevant findings and risks.
  • Clients who do not understand the limitations of a survey report are more likely to have unrealistic expectations, leading to dissatisfaction.
  • Clear written records of client communication protect the surveyor in the event of a later dispute about what was advised.

Key principles

Know your audience

A first-time buyer receiving a Level 2 HomeBuyer Report has very different needs from a commercial investor reviewing a schedule of dilapidations. Assess the client's level of expertise at the outset and calibrate language accordingly — technical terms and legal references should be explained whenever they are used with a lay client.

Choose the right medium and format

Urgent issues — for example, a safety-critical defect identified during a site inspection — warrant an immediate phone call followed by written confirmation. Routine updates may be delivered by email on an agreed cadence. Complex findings often benefit from a meeting or video call, supplemented by a written summary. Always confirm verbal communications in writing.

Be proactive about bad news

Withholding or softening significant findings to avoid an uncomfortable conversation is a common error with serious consequences. If a structural survey reveals unexpected defects, the client must be told promptly and clearly, so they can take timely action — for example, renegotiating a purchase price or commissioning specialist investigations before exchange.

Confirm scope limitations in writing

Every survey has limitations: a Level 2 survey is visual only; a valuation uses market evidence available at the date of inspection. These limitations must be communicated at the outset and reiterated in the report, so the client understands the boundaries of the advice they have received.

Relevant RICS guidance and legislation

  • RICS Rules of Conduct (effective 2 February 2022) — Rule 4 (respect) and Rule 5 (competent service) both require clear, professional communication with clients.
  • Consumer Rights Act 2015 — implies that professional services will be performed with reasonable care and skill, including communicating findings clearly and accurately.
  • Data Protection Act 2018 / UK GDPR — governs how client information gathered during communication is stored and processed.
  • RICS Conflicts of Interest global professional statement (1st edition, 2017, effective 1 January 2018) — requires disclosure of any matter that could affect the objectivity of advice given to the client.

Ethics and Rules of Conduct angle

Rule 4 (respect) and Rule 5 (competent service) converge in client communication. Respect requires the surveyor to communicate in a way that treats the client as a capable adult. Competent service requires that advice is presented clearly enough to be useful. A surveyor who buries a critical finding in technical footnotes, or who fails to flag a risk because it feels awkward, fails on both counts and risks disciplinary action if the client suffers a loss as a result.

APC-style Q&As

Q (Level 1)Name three methods of communicating with clients in practice.

Face-to-face or video meetings, written reports and letters, and telephone calls. Each has different strengths: meetings suit complex discussions, written reports provide an auditable record, and calls allow immediate clarification.

Q (Level 1)Why should verbal advice to a client be confirmed in writing?

A written record protects both parties. If there is a later dispute about what was advised, the written confirmation establishes an agreed account of the conversation and demonstrates that the surveyor communicated clearly and promptly.

Q (Level 2)A residential client tells you they found your building survey report confusing and did not understand the urgency of the defects listed. How do you respond?

I would arrange a follow-up call or meeting to walk through the findings in plain language, prioritising the urgent defects and explaining the consequences of inaction. I would then send a written summary of that conversation. Going forward, I would review how urgent findings are presented — for example, using a clearer priority matrix — to prevent recurrence.

Q (Level 2)How do you adapt your communication when advising a sophisticated commercial client compared with a first-time residential buyer?

A commercial client typically has legal and technical advisers and can absorb detailed technical language. With a first-time buyer I avoid jargon, explain specialist terms, and structure findings from most to least urgent. Both clients receive the same substantive advice, but the framing, language, and level of contextual explanation differ significantly.

Q (Level 3)During a building survey you discover severe dry rot in the floor structure that materially affects the purchase decision. The client is hours away from exchange. How do you handle the communication?

(example) I would contact the client immediately by telephone to convey the seriousness and time-sensitivity of the finding. I would explain what dry rot is, the typical extent of remediation required, and advise that exchange should be paused until a specialist report is obtained. I would follow the call with a written summary the same day, noting the advice given and the client's instructions in response. This protects the client's position, protects my professional standing, and creates a clear record of when and how the issue was communicated.