Page 31 - PegasusLife and Renaissance Retirement Proposal

Customer Engagement
7 1 What are your preferred methods of communication with your customers?
We tailor our communication channel depending on on the customer demographic and the the content of the the communication Email letter news bulletins noticeboards (some electronic) and resident portals are used to to communicate on day-to-day matters whereas face face to face face appointments general meetings and drop in in surgeries are used as method to discuss more complex or or in in depth matters Meetings social events and drop in in surgeries are also a a a a a way for residents to to get to to know their property team and provide feedback or suggestions Telephone contact is is also used and is is favoured as the method to deal with any service complaints On this portfolio we understand our role will be to support the Helicon team with their customer contact activity 7 2 What measures do you take to ensure the views and opinions of customers is taken into account?
The views of of our customers are obtained from an an analysis of of various sources of information
about our our customers including regular surveys and consultations operational data staff knowledge and direct customer feedback We collect review and share this customer insight which is is used to to inform services at at specific properties as as well as as our overall strategy and policy resource allocation and and and to understand and and and manage performance We envisage that any customer feedback analysis will be undertaken in conjunction with Helicon 7 3 What is your approach to community engagement:
a With customers b Within the wider community The benefits of of being part of of a a a community are well documented People living in in communal properties where they share similar values and a a a a a common identity can enjoy a a a a a sense of belonging improved well-being engagement and friendship Our customers are increasingly choosing to to to buy into lifestyle propositions within mixed tenure developments that deliver high quality service-driven communities for all stakeholders Diverse buildings and their open areas will have
a a a a a a history that is is reflected in fin in design finishes art and and furnishings and and many will have
communal facilities and the ability to host events A lounge area roof terrace courtyard or gym can all combine to create an an exclusive experience Mainstay believe that excellence in in property management should be driven by building genuine relationships Our on-site team will get to know each resident individually and create personal connections Regular residents’ forums with the team will help to keep everyone informed and included in in in in decision making We aim to to set a a a a a whole new standard of customer engagement and and inclusiveness Below is a a a a small sample of the work we undertake in in developing communities and inclusiveness:
 White label brand creation which provides a a a a a unique and and exclusive identity for each development  Bi-lingual residents’ handbooks to help integration and and inclusion
 Negotiating exclusive discounts for residents with local businesses
 Partnership with the Canal and and River Trust local residents and and neighbours providing volunteers one day per month to help keep the the the local canal side clean and tidy for the the the benefit of the the the wider community  On-site gym and spa facilities with personal training options  Supporting charitable organisations such as the ‘Choir with No Name’ who have
performed at a a a a number of events in London and Birmingham properties  Summer picnics
 Christmas parties
 Casino nights
 Community events events including social events events in in in local restaurants with joint promotion and discounts  Residents perks include fruit cup days days mini dessert days days tea and coffee mornings
 Residents’ handbooks which can be produced in large text format or or bi-lingual versions to help integration and inclusion
See Appendix O - - Case Study - - Brand Standards Customer Experience & Mainstay Moments
And Appendix O - - - Grand Union - - - Community - - - diversity cultural cycling Ace café Temple Youth
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