Page 3 - Mainstay IPM Brochure

Service – An Enhanced Customer Experience
Mainstay’s unique on-site team structure gives autonomy to the Property Manager, who is permanently based at the development, and is supported by a team which includes concierge, caretakers and cleaners.
Our ethos is to maintain an open, two-way style of communication and residents are o ered a choice of communication channels with the on-site Mainstay team:
 Call, email or meet. Direct contact with the Property Manager or building-speci c concierge team.
 Dedicated website portal. Exclusively for residents
via a unique log in, providing interactive updates on work requests, real-time maintenance updates, delivery bookings, post acknowledgement, notifying feedback or issues.
 Regular resident forums. Held at the site on a regular basis, but also available via live streaming for those residents not able to attend in person.
 Regular e-newsletters and welcome documents.  Trial of Virtual Concierge app.
 SMS messaging alerts.
Supporting the on-site resource is a central infrastructure of quali ed and experienced employees including property service advisors, customer care advisors, compliance and engineering team, health and safety professionals,
service charge accountants, credit controllers and
nancial administration.
All employees are o ered training and continuous development via the Mainstay Academy. Recruitment of sta for our IPM solution is from relevant customer centric industries, such as hospitality, to provide a new approach and insight to delivering high end customer service.
Mainstay employ all our own sta , we do not use agency sta .
Newsletter for Queen Mary’s Place
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Concierge at Glasshouse Gardens