Page 4 - Project Acanthus_Mainstay

Mainstay:ResponsetoTender | ProjectAcnacnatnhtuhsus-PartOne
Part One – Company Details and Approach
1. Give a brief overview of your company including details of ownership, turnover, structure, values, culture, commitment to Clients and staff, ethics, equality, diversity and sustainability.
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Mainstay is a privately-owned, specialist residential and mixed- use managing agent that operates throughout England & Wales. The ownership structure has been consistent since formation.
In addition to Mainstay’s residential management portfolio, we also manage Aviva’s ground rent portfolio, all of Direct Line Group’s UK offices, as well as a number of assured tenancy portfolios across the country, for institutional clients.
We enter a small number of industry awards annually, and are especially proud of our 2019 Property Week, All Star Management Awards, Customer Service Team of the Year win.
Turnover: £26,153,600 (to year end 31 March 2019)
Mainstay has continued to develop and excel in supporting clients and customers. Our culture is driven by our values
of Caring, Taking Ownership and Unity, which run through everything that we do and are championed at all levels throughout the organisation. These values are underpinned by our Four Cornerstones of delivering brilliant basics, driving for an exceptional customer experience, high quality and regular communication, and empowering our people to make a difference.
We recognise that our people are critical to the performance of our services. We place significant focus on our people strategy and making Mainstay a great place to work. This is demonstrated by retaining our Investors in People Silver award in March 2019 where we were accredited against new and more stringent standards.
We offer significant support to our colleagues in health and wellbeing and have been awarded Worcestershire Works Well Level 2 accreditation, which demonstrates our commitment in this area.
We support all staff via an comprehensive programme of training, to include work based learning and operate an Open Award Framework, which is available to all staff. This programme offers a wide range of relevant qualifications and training opportunities, in both hard and soft skills.
Our commitment to our customers is the core of all our actions. As part of this, Mainstay has achieved a number of industry innovations:
» Use of a dedicated set up and mobilisation team
» In-house health and safety, and risk compliance services » Accredited with ISO9001 and OHSAS 18001
» ARMA Q compliant
» In-house credit control and debt recovery work
» Using KPI led contracts
» A formal arrangement with a Primary Fire Authority
» A dedicated Building Services Engineering Team, overseeing M & E services and asset registration
» Full contractor evaluations from an in-house procurement and compliance team
» In-house Building Surveying Team
» Full ‘commitment’ accounting and live reporting
Our clients benefit from this approach because it gives them fast and uncomplicated access to a large number of specialist fields in one place. it also makes it easy for Mainstay to continually improve our services, directly benefiting our clients with best practice service.
We are fully compliant with the Equality Act 2010 and all
other current employment legislation. We have a number of policies in place that ensure Mainstay is an ethical company that promotes equality and diversity. These include: Equal Opportunities Policy, Disability Policy, Diversity & Inclusion Policy, Flexible Working Policy, Health & Wellbeing, and Learning & Development. We also have a process for employees and suppliers to obtain advice or report any confidential concerns to ensure that the business runs ethically.