Client Care — RICS APC Competency Revision Guide
Client care is a mandatory competency for all RICS APC candidates and one of the most frequently probed areas in the final assessment interview. It covers the full professional relationship between a surveyor and their client — from the initial terms of engagement and conflict-of-interest checks through to complaints handling and the duty to act in the client's best interest. The RICS Client Care guidance note sets out the expected standards, and assessors expect you to know its key requirements. This competency also connects closely to ethics, communication, and professional indemnity insurance obligations.
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What is the RICS client care competency?
Client care is a mandatory RICS APC competency covering the full professional relationship between a surveyor and their client — from the letter of engagement and terms of business, through service delivery and complaints handling, to fee recovery. The RICS Client Care professional standard sets minimum requirements including clear terms, a complaints handling procedure, and handling client money in line with the RICS Client Money Handling rules.
Core RICS client care requirements
- Terms of engagement: scope, fee basis, liability caps and complaints procedure in writing before work starts.
- Conflict of interest checks: documented before accepting instructions and at key stages thereafter.
- Complaints handling procedure: in writing, offering referral to an approved independent redress provider.
- Client money handling: separate client account, reconciled monthly, with clear written policies.
- Professional indemnity insurance: to meet RICS minimum cover levels based on firm turnover.
What the RICS APC expects at each level
L1 Knowledge
At Level 1, you should understand the duty of care owed to clients, the requirement to issue written terms of engagement before commencing work, the content those terms must include (scope of service, fees, complaints procedure, PI insurance details), and the RICS requirement to carry adequate professional indemnity insurance. You should know how to conduct a conflict-of-interest check and understand the difference between acting for one party and acting as a dual agent. Familiarity with the RICS Client Care guidance note is expected.
L2 Application
Level 2 evidence comes from applying client care procedures in real instructions. Diary examples might include: issuing a letter of engagement for a new valuation instruction, conducting a conflict-of-interest search before accepting a new client, handling a client complaint through the firm's formal complaints procedure, or updating a client on a change of scope and agreeing a revised fee. The key is that you can show you actually carried out these steps, not simply that you know they exist.
L3 Reasoned advice
At Level 3, assessors probe your judgement when client care obligations come under pressure. They will test whether you can give reasoned advice when a client is demanding something that conflicts with your professional duties, when there is a potential conflict of interest that the client has not noticed, or when a complaint escalates beyond the firm's internal procedure to the RICS Dispute Resolution Service. You need to be able to distinguish between serving a client's instructions and serving their best interests.
Level 2 — Application articles
How Client Care applies in day-to-day surveying practice. Use these when writing case study or diary entries that evidence Level 2.
Client Care: Consulting with Statutory Authorities
As a RICS professional, consulting with statutory authorities on consents and approvals is a crucial aspect of many projects. Here's how...
Client Feedback
Getting valuable feedback from clients and learning from it is crucial for improvement and success in any professional field. Here are...
Collecting and Using Client Data
The requirement to collect data, analyse and define the needs of clients is a fundamental aspect of Client Care within the RICS...
Complaints Handling Procedure
The RICS, recognising the importance of fair and transparent complaint resolution, has established a well-defined complaints handling...
Conducting Effective Performance Appraisals and Setting KPIs for Staff
Performance management sits at the heart of the RICS APC Managing People competency. Whether you are a line manager conducting your first formal revi…
Dealing with Clients: Compliance and Legal Considerations
This topic is closely linked to the Ethics, Rules of Conduct and Professionalism competency. As a RICS professional, navigating statutory...
Defining a Scope of Services
Defining your scope of services within the limits of your competence and PI insurance as an RICS surveyor requires a two-pronged...
Effective Communication with Clients
Effective communication with stakeholders and clients is paramount for any RICS professional. It builds trust, ensures clarity, and...
Ensuring Client Care
Client care is paramount for any RICS professional, and adhering to their Rules of Conduct and professional standards is key. Here are...
Establishing Your Fees as a Surveyor
Establishing your fees as an RICS surveyor involves a thoughtful process considering several factors to ensure fair compensation while...
Example Client Brief as a Surveyor (Quantity Surveying)
Client Brief: Quantity Surveying Services for Office Refurbishment Client: [Client Name] Project: Refurbishment of Office Space at...
Example Client Brief as a Surveyor (Residential Valuation)
Client Brief by RICS Surveyor (Residential Valuation) Client: John and Jane Doe Property: 123 Main Street, London Date: January 4, 2024...
Example of an RICS Building Surveyor Dealing with a Client Complaint
Scenario: Sarah, an RICS surveyor, conducted a building survey for Mr. Jones, who planned to purchase a historic property. Mr. Jones...
Example Statutory Authorities and Approvals
The specific statutory authorities and other approvals required for a project will vary greatly depending on several factors, including:...
Example: Dealing with a Client Complaint as a RICS Valuation Surveyor
Scenario: Sarah, a RICS valuation surveyor, has received a complaint from Mr. Jones, her client, regarding the valuation of his recently...
Identifying Stakeholders and Establishing Their Status
In the context of an RICS surveyor, identifying stakeholders and establishing their status within the project is crucial for effective...
Insurance Considerations when Appointing Services
When appointing RICS services, both legal and RICS insurance requirements come into play to ensure responsible practice and client...
Managing Client Expectations: Onboarding, Reporting Cadence and Difficult Conversations
Expectation management sits at the heart of RICS client care. When a surveyor and client are not aligned on what will be delivered, when and at what…
Methodology of Preparing Option Appraisals
RICS professionals utilise a structured and comprehensive methodology when preparing option appraisals. This detailed approach, to Level...
Methods of Data Gathering
During the inception stage of a project, RICS professionals rely on various methods to gather data from both client briefings and...
Practical Example of Effective Communication with Clients
Scenario: An RICS surveyor, Sarah, is conducting a valuation survey for a homeowner, Mr. Jones, who inherited a historical property. Mr....
RICS Standard Forms of Appointment
The RICS Standard Forms of Appointment are a set of pre-drafted contracts used by clients and RICS professionals to establish the terms...
Surveying Specific KPIs
As a RICS professional, measuring your performance using relevant KPIs is crucial for both individual growth and demonstrating value to...
What Are Key Performance Indicators?
Key performance indicators (KPIs) are quantifiable measures used to track progress towards a specific goal. They help you understand how...
What is a Client Brief?
A client brief, within the context of RICS, is a key document that outlines the specific instructions and expectations a client has for a...
What is a Client?
Within the context of the RICS, "clients" can have a wide range of meanings depending on your specific role and area of practice. Here's...
Who are my Stakeholders?
In the context of an RICS surveyor, your stakeholders are the various individuals or groups who have an interest in your work and its...
Frequently asked questions
What must a RICS terms of engagement letter include?
Under the RICS Client Care guidance note, terms of engagement must include the scope of service, the basis and amount of fees, the complaints handling procedure (including the right to refer to the RICS after exhausting the firm's internal process), confirmation of professional indemnity insurance, and the name of the person responsible for the instruction. They must be issued before work commences or as soon as practicable thereafter.
How do I handle a conflict of interest in the RICS APC context?
First, conduct a conflict-of-interest check at the outset of any new instruction. If a conflict is identified, you must disclose it fully to all parties and obtain informed consent before proceeding — or decline to act if the conflict is material and cannot be managed. Acting for parties with opposing interests without disclosure breaches your duty under the RICS Rules of Conduct 2022. Document every step of the process.
What is the RICS complaints handling procedure and how does it work?
RICS-regulated firms must operate a formal written complaints handling procedure. A client who is dissatisfied should first raise the complaint internally. If the complaint is not resolved within eight weeks (or if the client is unhappy with the response), they may refer it to the RICS Dispute Resolution Service. At Level 2 you should know your firm's procedure. At Level 3 you should be able to advise a client on the escalation process and identify when a complaint has a valid professional liability dimension.
How does the RICS client care competency connect to professional indemnity insurance?
RICS requires all regulated firms to maintain adequate professional indemnity insurance. The PI position must be confirmed in the terms of engagement. If a client suffers a loss due to negligent professional advice, PI insurance provides the mechanism for redress. At Level 3 you should understand that taking on work outside your area of competence, or failing to advise a client of a material risk, increases PI exposure — and that the duty to act competently is itself a client care obligation.
A client instructs you to act for them on a lease renewal for a property where your firm also advises the landlord on their portfolio. The client is unaware of the existing relationship. What do you do?
You have a clear conflict of interest and must disclose it to both parties immediately and in writing. You cannot act for both the tenant and the landlord in a negotiation without informed, written consent from each — and even with consent, it may be impossible to manage the conflict adequately. If either party objects, or if you judge that dual representation cannot be fair to both sides, you must decline to act for the new client (or, depending on circumstances, cease acting for one of the parties). Failure to disclose would breach the RICS Rules of Conduct 2022 and potentially constitute a disciplinary matter.
Related competencies
These competencies share themes and often come up together in APC interviews.
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