Page 35 - PegasusLife and Renaissance Retirement Proposal

We would be happy to to work with PegasusLife to to explore the relative merits and complexity to to each approach to to agree the appropriate approach for this portfolio The more definitive the approach the the more complicated it becomes to engage the the wider Mainstay
support infrastructure although given most
of our interface will be with the intelligent client team this will be surmountable 12 2 2 How would you propose to manage the portfolio? What resource would be allocated to ensure effective management?
As detailed in our Executive Summary and Proposed Strategy we would propose to utilise a a a dedicated team for this portfolio The Property Managers in the regions would be responsible for the overall day day to day day management The Property Service Advisors based at our central office will work directly with the Property Managers managing the day day to day day telephone email and web-based enquiries generated by the the residents (or the the Helicon contact centre) and the on-site Helicon teams The Service Charge Manager will be responsible for the finances reporting budgeting and preparation of service charge accounts Supporting the dedicated team is a a a a central in in house infrastructure of qualified and experienced employees including:
 Customer Care Advisors  Compliance and Engineering team  Health and Safety professionals
 Service Charge Accountants
 Credit Controllers
 Financial Administration
 Employee Services team Mainstay
use Qube Property Management
as the central database to manage all of our sites Qube is a a a a a a a a leading property management solution accessible by the team and and via hand held smart devices with built in Qube workflows Accounts payment requests and and site communications are created and and published efficiently automatically creating tasks in in workflows to ensure action Overall governance leadership and client relationship management will via our our Associate Director and our our senior project sponsor 12 3 It is currently our intention to retain employment of site-based staff How would you propose roles and responsibilities are defined between PL (site based staff ) and managing agent staff?
The interface between the Helicon staff and your chosen agent will be essential to deliver success The detailed planning on this will be essential Strategic efforts up-front in fin in defining and implementing this will be key to the the success of the the contract along with the flexibility to to continue to to challenge and improve the delivery model moving forward We feel strongly that the the detail around the the role and responsibility definition will be be best developed fin in partnership and would advocate this approach utilising:
 A detailed planning period with senior engaged project sponsors from both organisations  A strong corporate governance process and decision/ responsibility process capture  Creation of a a a a clear ownership and responsibilities schedules  An integrated closed-loop process for learning lessons and continuous improvement
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