Page 13 - Knowles Close Proposal

5.3 Communication
Central to Mainstay’s approach to successful Property Management is e ective two-way communication. This is achieved by:
 an ongoing visible presence of the local Property Manager with detailed and frequent site inspections.  regular resident meetings and development updates.
 periodic newsletters to provide updates and reinforce key information.
 resident’s portal.
 email, SMS and paper-based communications.
 empowerment of our on-site teams to make proactive recommendations and act upon them.
 clear information providing points of contact, including escalation plan to Director level for quick resolutions.
Mainstay have an in-house Marketing and Communications team who proactively support the Property Managers and their teams, to keep residents informed of all aspects a ecting them, their visitors and the development.
Meetings with the Management Company Directors
We believe that it is important that regular meetings are held with Management Company Directors and residents. The Property Manager and, where required, our Service Charge Accountant will be in attendance. We will agree a programme of meetings 12 months in advance on a rolling basis.
After Hours Service
The Customer Service team are available during our o ce hours of 8.00am to 7.00pm Monday to Friday. A dedicated phone number will connect leaseholders and Directors to named contacts.
We o er an established and e ective out-of-hours service which we outsource to Adiuvo. They have details of all our emergency contractors on a scheme by scheme basis and are able to contact Property Managers when necessary.
Complaint Resolution
Our complaint procedure is a staged process, stipulated by ARMA-Q in accordance with their Consumer Charter and Standards. It is also approved by the regulatory board of The Royal Institution of Chartered Surveyors (RICS) of which we are a member rm.
Where a resolution cannot be resolved through this process, the Ombudsman Service (Property), provides a free and independent service and have been approved by the O ce of Fair Trading (OFT).
Breach of Lease Covenants and Antisocial Behaviour
It is a key responsibility of the managing agent to fully understand speci c covenants held in the leases and Mainstay aim to uphold, report and enforce breaches of legal agreements. We have a policy procedure in place which has proven to be e ective on schemes we manage. Equally, if deemed appropriate we can produce a guide using lease extracts to assist in education on site.
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Mainstay Management Proposal: Knowles Close, Horton Road (West Drayton) Management Company Limited