Page 16 - PegasusLife and Renaissance Retirement Proposal

Questionnaire Response
Performance Management
2 1 What key measures do you use to assess and report on management performance?
Please provide an example of a a a a a typical client report We have developed a a a a a a a transparent and clear format for for client reporting Performance is assessed against a a a a a number of operational and financial factors which can be tailored to to client requirements
Our commitment accounting process allow us to create bespoke ‘live’ reports to include recommendations and actions taken These can be produced to encompass bank reconciliation creditors debtors cash held voids financial tendering purchase orders sinking funds ancillary income and expenditure See Appendix D - Example Financial Report
 To what extent can this report be varied to cater for individual client needs?
The majority of our reports are bespoke to individual clients’ needs 2 2 2 2 Please attach a a a a a a copy of a a a a a a typical site inspection form See Appendix E E - Example Site Inspection Report
 How often are these completed across the portfolio?
We feel that one solution does not fit all developments Our minimum site inspection schedule is agreed with the client at commencement based on factors such as:
 the the size and complexity of the the development  the number and range of services provided  the risk profile  the estate strategy  the client standard requirements
For your portfolio we would suggest an initial minimum weekly visit with a a monthly formal recorded site inspection by our property managers The KPIs across the contract can then be developed based on on the the ongoing requirement  How are actions and issues tracked through to completion?
All managers are required to carry out scheduled site inspections via a a a hand-held device utilising our Qube system Mainstay worked with Qube to develop this software which tracks and and reports on all management and and compliance activity as as well as as tracking and reporting on on remedial action through to completion via Qube  Are these made available to clients and/or customers? If so how?
Mainstay delivers a a a a a a constant stream of communication with our clients/customers to to update them on the the latest developments ongoing works or or general day-to-day issues that may affect the scheme One way this is is is achieved is is is by using our online portal where all communications are stored and scheme wide notifications are broadcast The Portal provides details of scheduled site visits any any regular maintenance work and updates on any any site issues and actions being taken it also provides details of the management team accounts and financial reporting as as well as as scheduled site visits This is is further enhanced by the the use of regular short update bulletin emails and scheme newsletters detailing changes or upcoming works that will be undertaken We also understand that not every customer will wish to to use the portal or or email and we continue to communicate through traditional routes such as noticeboards and letters Digital noticeboards are being used where possible which can be be updated remotely providing timely updates to those residents at our buildings For this portfolio we propose to utilise a a a a unique Qube database and anticipate that the the Helicon team will have full access to the the system to to allow them real-time access to to all all data 16