Page 2 - Victoria Dock Proposal

Table of Contents
1.0 Executive Summary .............................................................................................. 3 2.0 Development Overview........................................................................................4
2.1 The Scheme .................................................................................................................................................... 4
2.2 Site Inspection Observations..................................................................................................................5
3.0 Proposed Management Team .............................................................................. 6 4.0 Management Fees and Handover ........................................................................ 8
4.1 Management Fees......................................................................................................................................... 8
4.2 Handover Plan and Process ..................................................................................................................... 8 Plans for the First Year of Appointment............................................................................................ 8
5.0 Our Approach ........................................................................................................ 9
5.1 Accreditations................................................................................................................................................... 9
5.2 Communication .............................................................................................................................................. 9
Meetings with Victoria Dock on behalf of Homeground
and Doc Fictoria Residents’ Association (DFRA) ......................................................................... 9 After Hours Service..................................................................................................................................... 10 Complaint Resolution............................................................................................................................... 10 Breach of Lease Covenants and Antisocial Behaviour.......................................................... 10
5.3 Health, Safety and Compliance .......................................................................................................... 10
5.4 Financial Management, Control and Reporting ...................................................................... 11 Reserves Funds and Asset Gathering.............................................................................................. 11 Trust Accounts .............................................................................................................................................. 11 Value for Money ........................................................................................................................................... 11 Measurement................................................................................................................................................. 11 Credit Control ................................................................................................................................................ 12 Financial Reporting .................................................................................................................................... 12
5.5 Mechanical and Electrical Equipment .......................................................................................... 12 Tendering of Maintenance Contracts ............................................................................................ 13 Major Works (including cyclical repairs / replacement) ...................................................... 13 Capital Expenditure (CAPEX) Strategy and Reserve Fund Collection ......................... 13
5.6 IT Facilities and Data Protection ......................................................................................................... 14
6.0 Conclusion ........................................................................................................... 15 7.0 Appendix ............................................................................................................. 16
7.1 Testimonials .................................................................................................................................................... 16
7.2 Residents’ Welcome Letter Example ................................................................................................ 17
7.3 Residents’ Newsletter Example ........................................................................................................... 18
7.4 Customer Service Charter...................................................................................................................... 19
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Mainstay Management Proposal: Victoria Dock on behalf of Homeground and Doc Fictoria Residents’ Association (DFRA)