Page 13 - IPM Brochure

Resident and Community
Engagement
All sta at Glasshouse Gardens are directly employed by Mainstay. The dedicated on-site Property Manager and Concierge team have been in place from the launch of the development. Following her promotion to Area Property Manager, Vicky Clark who was the rst building Manager at Glasshouse Gardens, has recently handed over the reins to Christina Felix. The team continues to put in place a number of initiatives that facilitate a true community environment at Glasshouse Gardens. These include:
 Creation of an exclusive white label brand identity.
 Dedicated website portal which details latest news,
community events and real time travel information for the local area. In addition, the portal enables residents to log work requests, view their accounts, locate manuals for white goods in their apartments, source information on local shops and restaurants as well as make suggestions for potential changes to the development.
 Assistance with deliveries and post to apartments.
 Establishment of regular residents’ forums and events,
including co ee mornings, children’s play days, casino nights.
 A regular monthly resident newsletter.
 Exclusive resident discounts negotiated with local shops
and restaurants.
 Implementation of residents’ requested change of use for a communal area to a more exible amenity room with easily movable furniture so the space could be used for a variety of resident purposes.
 The Concierge team introduced morning fruit cups for residents, visiting the local fruit and vegetable market to purchase fresh fruit and personally prepare fruit pots to hand to residents each morning on their way out to work.
 For those with a slightly sweeter tooth, dessert bowls have also been o ered.
Key Performance Indicators
A set of key performance indicators (KPIs) were developed that focused on keeping residents happy across all aspects of the development’s management, facilities standards and services.
These KPIs are split into four sections:
 Financial performance  Scheme management  Customer service
 Health and safety
‘‘
Vicky provides the beacon of togetherness
within the team and this we believe allows
us to gel and communicate with each other.
Vicky and the team understand the core
values of performing the role of a concierge and the individual needs of each resident.
We have been living in other buildings providing concierge services, however we haven’t experienced a team as e cient and friendly as the Glasshouse Gardens one.
No matter how busy the team is, no-one ever fails to smile and o er professional assistance. The service quality hasn’t had any impact with the number of residents increasing - quite on the contrary. The team, Vicky, Christina, Deren, Simon, Kamheil, etc. contribute to the living quality in this building. With their positive spirit and support they add a soul to the corporate Glasshouse architecture.
Abir Roychoudhury and Cora Muennich Glasshouse Gardens Residents
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