Page 5 - PegasusLife and Renaissance Retirement Proposal

Our Outline Solution
It is proposed that our Group Managing Director Luke Sanders would be our executive sponsor for this project Luke has a a long career in in in developing bespoke property outsourcing and most recently has created a a a a highly successful model to provide a a a a tailored property and facilities management service to a a a a a a FTSE 100 client client across its portfolio that has provided industry leading client client satisfaction and considerable cost improvement Day to day management will be via our IPM retirement team where we will set up an exclusive operating unit focussed on
the PLRR estate Whilst we will seek to leverage our local peripatetic property management team to provide surge support and emergency response we feel the blend of high customer service levels and the unique white label approach will be be be best served by a a a a a a a dedicated team that will build relationships and really understand the the requirements
of both the the intelligent client team and your ultimate customers Initially we will appoint our retirement living specialist Nigel Gaskell as as the Associate Director responsible for this portfolio but as the portfolio builds out we will add add an additional dedicated Associate Director level leader to to the team Our proposal is to allocate three Property Managers across the estate broadly in in line with the the three regions illustrated to the the right We anticipate this would grow with the portfolio over the the next two years to five or six regions depending on
on
the the final allocation of responsibilities At first we feel it it it is is important that every site receives a a a a visit on
a a a a weekly basis allowing any legacy issues to be managed out and strong relationships to to be forged This may move to to less regular visits on
on
smaller sites once the the competence of the the PLRR site site resource is collectively assessed and and the site site demands are understood This will allow the the absorption of further portfolio without increasing the the team during the the first year of operation with with further resource being added in in the the the second half of 2020 with the the the planned completions Our preliminary assessment of the regional portfolio breakdown is demonstrated on
on
the adjacent map although we would be happy to review this with PLRR as further data and intelligence is released during due diligence at preferred bidder stage It is is understood that initially at at least PLRR may wish to to retain the customer contact centre activity We are happy to to discuss this further and would be be able to provide a a a a a dedicated white label contact contact centre with an an independent contact contact number and email address if this is is deemed more efficient We understand the majority of customer contact is likely to to to be face face to to to face face with the site team with only limited contact centre requirements
Whichever party is ultimately responsible for the off-site customer contact we would suggest the team are highly trained and skilled in both customer service and and property triage and and have access to to the property management system and CRM for direct input to save double handing Whilst the the majority of the the team will be dedicated to this instruction we will also have access to both the full support of our qualified and experienced central infrastructure plus in in the event of any incidents our wider national property management team Region 1 Allocation of Property Managers Key:
PegasusLife Completed Pipeline
Renaissance Retirement Completed Pipeline
Region 2 Region 3