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Batch C – Experience Cards (Case Study)

5 important questions on Batch C – Experience Cards (Case Study)

On your Educational Asset Project, how did you establish Client Care at the start of the engagement?

As PMC, I ensured a Letter of Engagement was issued to the client confirming scope (project controls, planning, and reporting), fee basis, and escalation procedure. A Complaints Handling Procedure was established and referenced in the LOE. PII cover was confirmed before any advice was given. This set clear expectations from day one — a core Client Care obligation under RICS Rules of Conduct.

On the Educational Asset Project, PS items were inserted prematurely into the baseline. How did this affect the client relationship and your Client Care duties?

The premature PS insertion created unrealistic schedule logic, putting the "Power on Site" milestone at risk. My Client Care duty required me to proactively advise the client in writing of the schedule risk, explain the cause clearly, and present mitigation options. Transparency is central to Client Care — withholding risk information would breach RICS Rule 2 and damage client trust.

How did you manage a conflict of interest on the Educational Asset Project where you were advising both the client and had visibility of contractor information?

As PMC, I disclosed the potential conflict in writing to both parties as soon as identified. Information barriers were maintained between client advisory work and contractor-related data. The situation was manageable with informed consent from both parties and strict information controls. This upholds RICS Rule 3 (Integrity) and demonstrates professional Client Care judgement.

How did you manage client expectations on the Educational Asset Project when programme recovery targets conflicted with what was technically achievable?

I presented a schedule analysis showing realistic recovery options with evidence-based logic, explaining constraints clearly without overpromising. I recommended acceleration measures where feasible and documented all advice in writing. Honesty about what is achievable is fundamental to Client Care — false assurance creates greater dissatisfaction and professional liability.

How did you demonstrate Client Care when reporting progress to the client on the Educational Asset Project, particularly regarding schedule delays?

I provided regular written progress reports clearly flagging schedule deviations, root causes (including PS items), and mitigation actions. I applied a "no surprises" principle — the client was informed early, not after the fact. All communications were documented. Proactive, transparent reporting is the hallmark of good Client Care and builds long-term client confidence.

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Client Care – MRICS APC 2026 (Mandatory L2)

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Batch C – Experience Cards (Case Study)

5 important questions on Batch C – Experience Cards (Case Study)

On your Educational Asset Project, how did you establish Client Care at the start of the engagement?

On the Educational Asset Project, PS items were inserted prematurely into the baseline. How did this affect the client relationship and your Client Care duties?

How did you manage a conflict of interest on the Educational Asset Project where you were advising both the client and had visibility of contractor information?

How did you manage client expectations on the Educational Asset Project when programme recovery targets conflicted with what was technically achievable?

How did you demonstrate Client Care when reporting progress to the client on the Educational Asset Project, particularly regarding schedule delays?

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