Page 3 - IPM Brochure
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Customer Experience
Mainstay’s unique on-site team structure gives autonomy to the Property Manager, who is 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
“You said, we did” communications
Site and standards audits
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 Financial Administration.
Recruitment of sta for our IPM solution blends experience from the property management sector and other 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
‘‘
I wanted to let you know we had our monthly
development review this morning, and the
Taylor Wimpey Central London team had very
good things to say about our experience
with Mainstay at FiftySevenEast.
As you know, one of the members of our board of directors currently lives at the development, and he mentioned how impressed he is by customer care gestures that Mainstay has implemented at the development, such as a Mainstay member greeting the residents with a fresh piece of fruit in the morning.
It’s details like this that are remembered and appreciated by our residents, and I wish to extend my thanks and appreciation for the work and e ort you’ve put in FiftySevenEast.
Maria A Quintana
Customer Relations Manager Taylor Wimpey Central London
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Concierge at Glasshouse Gardens
