Page 9 - Victoria Dock Proposal

5.0 Our Approach
5.1 Accreditations
Amid complex statutory and regulatory frameworks in which residential block management operate, we pride ourselves on delivering regulated, accredited and paramount technical service, combined with an original approach to customer engagement.
Mainstay are a corporate member of the Royal Institution of Chartered Surveyors (RICS), the Association of Residential Managing Agents (ARMA) and our property managers are members of the Institute of Residential Property Management (IRPM). Mainstay is one of the rst agents to have achieved the ARMA-Q accreditation.
5.2 Communication
Central to Mainstay’s approach to successful Property Management is e ective two-way communication. This is achieved by:
 a regular presence of the Property Manager with detailed and frequent site inspections
 site speci c, real time reporting to the Client and the Residents’Association on management and contractor activities
 regular resident meetings and development updates
 periodic newsletters to provide updates and reinforce key information
 residents’ portal with enhanced access for the Client and the Residents’ Association
 email, SMS and paper-based communications
 empowerment of our on-site teams to make proactive recommendations and act upon them
 clear information providing points of contact, including escalation plan to Director level for quick resolutions
Mainstay have an in-house Marketing and Communications team who proactively support the Property Managers and their teams, to keep residents informed of all aspects a ecting them, their visitors and the development.
Meetings with Homeground and Doc Fictoria Residents’ Association (DFRA)
We believe that it is important that regular meetings are held with Homeground and Doc Fictoria Residents’ Association (DFRA). The Property Manager and, where required, our Service Charge Accountant will be in attendance. We will agree a programme of meetings 12 months in advance on a rolling basis in accordance with the management agreement.
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Mainstay Management Proposal: Victoria Dock on behalf of Homeground and Doc Fictoria Residents’ Association (DFRA)