Page 6 - PRS Brochure

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Industry Changing Customer Service
We are passionate about ensuring that we deliver an unrivalled customer experience model.
Our People
e expertise and knowledge of our people is the foundation of our ability to serve our customers. For this reason, we invest signi cant resource in developing their skills and creating opportunities for their growth and are committed to ensuring Mainstay is a great place to work.
rough the Mainstay Academy and Mainstay Open Award Framework we o er a consistent learning approach to all colleagues via a portfolio of educational initiatives in sector speci c and key leadership and management skills, enabling them to achieve their full potential.
e bene t to our clients and customers is seen through our con dent and e ective managers who display strong communication and problem solving skills alongside increased productivity and motivated teams.
Outstanding Communication
We believe true customer service commences before an individual has even viewed the property, through to their initial arrival at the building and then all the way through the life of the tenancy until they leave the building for the last time.
Mainstay recommends the creation of scheme speci c communication strategy.
Typically, we provide information via:
 Our site speci c and dedicated customer web portal,  Traditional noticeboards/screens
 Newsletters
 Resident meetings
 By letter and email as required
 Dedicated phone line(s)
 Text message update system
 Social media such as Facebook and Twitter
 Information screen in the reception/lobby area to relay
important messages and to deliver other value added services such as discounts and events.
A dedicated on-site manager(s) will be widely available to residents and will actively engage with the community both within the development and more widely. Site based sta ng will be an essential element to the successful operation of the development. Mainstay has considerable experience of providing site based services to residents.