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“Property management is as much about people as it is about buildings, safety, and cost control. If we can directly influence resident experience for the better, improving wellbeing and quality of life, we know that we’re doing our job. At Mainstay we do the basics brilliantly. It’s what we do above and beyond which sets us apart.”
Sarah Hammond
Customer Service Director
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Mainstay: Response to Tender | Project Acanthus - Part One
18. Outline your approach to Client management and day-to-day interaction. Typically, where do you require instruction and which areas are you willing to work under delegated authority?
Our approach and interactions with our clients are based
on the client’s needs and desires. Depending on the client’s wishes, we have regular weekly, monthly or quarterly meetings set up. We usually work with our clients at the beginning of the relationship to set the bespoke level of interaction. This is reflected in our management agreement. We also ensure that the agreement is based on key performance indicators, so our clients are happy from the start and can target our progress against agreed signposts.
As part of this regular contact, we deliver structured financial and operational reporting. We also interact through different forms. For instance, we keep clients updated on changes to rules and regulations, as well as when clients want a final
say on decisions on areas of the development, such as the leisure facility. We also advise on health and safety, or anything that would suggest a risk to the client, outside of the structured meetings.
In our experience, many clients like to have some involvement in decisions. For instance, we work with a residential management company that likes to be heavily involved in
all decisions. Other clients are happy for us to manage their developments based on our agreed KPIs and take a ‘hands off ’ approach themselves. The majority of clients we work with set a financial limit for when they want to instruct.
For Mainstay, the most important element of the relationship is trust. Part of building this trust is working with the client
to map out clear goals and KPIs, based on their expectations. It also means that, however a client wants us to manage
our interactions with them, we are happy to take a phased approach. We want clients to be comfortable with our management and, once they can see we can handle a process, will move to Mainstay managing it wholly on their behalf.