Page 10 - Victoria Dock Proposal

After Hours Service
The Customer Service team are available during our o ce hours of 8.00am to 7.00pm Monday to Friday.
We o er an established and e ective out-of-hours service which we outsource to Adiuvo. They have details of all our emergency contractors on a scheme by scheme basis and are able to contact Property Managers when necessary.
Complaint Resolution
Our complaint procedure is a staged process, stipulated by ARMA-Q in accordance with their Consumer Charter and Standards. It is also approved by the regulatory board of The Royal Institution of Chartered Surveyors (RICS) of which we are a member rm.
Where a resolution cannot be resolved through this process, the Ombudsman Service (Property), provides a free and independent service and have been approved by the O ce of Fair Trading (OFT).
Breach of Lease Covenants and Antisocial Behaviour
It is a key responsibility of the managing agent to fully understand speci c covenants held in the leases and Mainstay aim to uphold, report and enforce breaches of legal agreements. We have a policy procedure in place which has proven to be e ective on schemes we manage. Equally, if deemed appropriate we can produce a guide using lease extracts to assist in education on site.
5.3 Health, Safety and Compliance
Health, Safety and Compliance need to be considered as a priority to ensure the protection of all stakeholders. It is important to be able to demonstrate that the landlord’s obligations are being met or that all reasonable steps have been taken to ensure safety on the development. This is a managing agent’s responsibility, in association with the client.
A full review of health, safety and compliance at Victoria Dock will be a priority.
Mainstay has adopted BS OHSAS 18001 as a framework for our occupational health and safety management system.
Our in-house Health, Safety and Compliance teams are based at our Worcester o ce and are suitably quali ed and all training is regularly updated.
At development level, Mainstay assumes the role of the ‘Responsible Person’ or ‘Duty Holder’ ensuring that the requirements of the primary legislation, other statutory regulations, and Approved Codes of Practice (ACoPs) are met with a proactive approach to statutory compliance and planned maintenance regimes.
We undertake risk assessments on all managed properties. A regular programme of audits completed by the Property Manager, our central Health and Safety Team, and by our external OHSAS 18001 accreditation body ensures ongoing compliance, and where applicable, any appropriate corrective action.
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Mainstay Management Proposal: Victoria Dock on behalf of Homeground and Doc Fictoria Residents’ Association (DFRA)