Communique May 2002

Why Claims Happen (4)

Reviewed June 2009; reviewed Feb 2017

The UK "Top Ten" Complaints Against Architects

In their 2005 Annual Report the Architects Registration Board of the United Kingdom published a summary listing the 10 most common complaints received by the ARB against architects. Some of the NZACS claims files involve similar issues, so here they are:

1. Excessive delay in the project being completed.

Example: An architect should exercise caution if trying to predict how long a project may take. The client should be warned that delays may be caused for all sorts of reasons, including consultant and contractor workloads, poor weather, unforeseen site issues, changes required upon opening up existing work etc ….

2. The architect raised the client’s expectations too high in terms of the budget available, resulting in the original concept having to be scaled down.

Example: An architect will obviously endeavour to create the client’s “dream,” but it is unrealistic to do that if the budget does not permit it. Major disappointments are encountered when tenders for a concept come in vastly over the client’s budget. This is usually reflected in dissatisfaction with the services provided by the architect.

3. The client was expected to pay for mistakes/errors made by the architect.

Example: If neither the contractor nor architect accepts responsibility for errors, the client is not likely to be happy about paying for them.

4. Unclear/uncertain or inadequate Documentation.

Example: As well as poor design or contract documentation, the failure to set out understandable fees and terms of engagement, or to detail roles and responsibilities in the project creates avoidable problems. Disputes also arise where clients do not understand the role – or extent of accountability – that the architect has in relation to observation and contract administration.

5. The architect has attempted professional work outside their area of technical competence.

Example: Time, cost or communication difficulties when the architect’s expertise or available resources are not up to the requirements of the project.

6. The architect did not reply to their client’s letters emails and/or phone calls.

Example: Communication problems are at the root of many complaints. In particular the failure to advise or warn clients when costs are escalating beyond the initial budget. Another is the failure to clearly describe the reasons behind design decisions, and the effect of them on the project outcomes.

7. Failure to deal with post-completion problems, snagging issues, etc.

Example: The fact that a newly constructed roof starts to leak after six months after completion, or severe cracking occurs in walls, or flooring buckles, is something that should not be ignored if complaints are to be avoided and client satisfaction maintained.

8. Clients given bad advice.

Example: Care should be taken before recommending particular materials or equipment with which the client is subsequently dissatisfied. Architects should also be careful not to advise or involve themselves in issues about which they have no expertise: e.g. engineering matters, or financial/ GST implications of projects.

9. Conflicts of interest - particularly close working relationships with a contractor or other professional working o the project.

Example: Clients may become concerned if the architect has an ongoing business relationship with the contractor or others involved in the project. This makes the client suspect that the architect was not necessarily acting in their best interest.

10. Work delegated to juniors.

Example: A commission may turn sour if work is delegated to junior staff, without adequate ongoing support and involvement of senior staff. This may create a situation where there is a loss of confidence by the client, or a failure to maintain adequate oversight results in inadequate professional performance.