Francis sits on the Financial Services Consumer Panel and is the consumer advocate for RICS’ newly established Professional Standards Steering Group (PSSG). As well as providing consumer insight to the PSSG and this consumer panel, Francis’ dual role across both bodies will be helpful in formulating how the PSSG and Consumer Working Group should work together in the future. Francis was previously the consumer representative on Open Banking, established by the UK Competition and Markets Authority.
Pilot Consumer Working Group
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RICS has confirmed the formation of the Pilot Consumer Working Group (PCWG); an advisory panel which will act in the interests of consumers to help shape the way in which RICS develops professional standards and approaches the regulation of the profession.
The PCWG is established by the Standards and Regulation Board (SRB) as a sub working group and will report to the Board on consumer issues and the extent to which regulation is effective in the public interest. Its formation represents one of the final remaining recommendations from the Bichard review (published in June 2022).
The PCWG will advise SRB and any other governance groups and formulate and recommend a model for a future permanent consumer insight group (if necessary). The group will focus on guiding RICS and its members to provide the best possible outcomes for consumers, from regulating new services to bringing consumer concerns to light. It will exist to support RICS in protecting consumers as well as championing their needs and expectations.
The PCWG will launch in April 2024, and is due to operate for 12 to 18 months before being subject to a review.
The PCWG is formed of individuals with extensive independent consumer advocate experience, and those from major consumer organisations. Its members have been chosen for their capacity to represent the broad interests, aspirations, and concerns of UK consumers of surveying services.
Chair - Pilot Consumer Working Group
Members of the Pilot Consumer Working Group
Independent consumer advocate members
Mike held former roles as CEO at StepChange Debt Charity – the UK’s largest debt advice body debt, Consumer Focus, the Olympic Lottery Distributor and the Millennium Commission. He has also worked at a senior level in Government with posts in the Department of Health, HM Treasury and Cabinet Office. Mike has significant experience in advocating for consumers across a number of different regulators, and access to a strong network of consumer intelligence.
David is the Chair of the Customer and Community Group of Affinity Water. Former member of the Ofcom Consumer Communications Panel and the Consumer Engagement Group of Electricity North West.
Independent consumer organisation members
Joanne has over 30 years’ experience in complaint handling. Her career began in the financial sector with Lloyds and subsequently the Financial Ombudsman. Most recently she has held positions at The Property Ombudsman dealing with lettings, sales, and residential leasehold management complaints, and is currently the Ombudsman Administration Manager overseeing quality, compliance, and project work.
Ben is Consumer Director at Trustmark, the only Government Endorsed Quality Scheme for work carried out in or around the home.
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The regulatory functions of RICS are led and overseen by the Interim Standards and Regulation Board (SRB).