Page 10 - The White House Apartments

Through our local teams, we strive to create and maintain a development where people
want to live, work and enjoy life.
Neal O’Grady
Managing Director - Integrated Property Management
Customer Experience & Central Support
Developing lasting connections.
At Mainstay, we firmly believe in maintaining an open line of communication with residents at all times. Several channels will be available including:
 Direct contact with the Building Manager or building specific Concierge team members via telephone, email or face-to-face meeting.
 Resident-only website portal, providing interactive updates on work requests, real-time maintenance updates, delivery bookings, service charge payment, notification of issues etc.
 Regular resident forums will be held on-site and also available via live stream for those not able to attend in person.
 A welcome document and regular e-newsletters.
 Regular site and standards audits.
 A Virtual Concierge app.
 SMS messaging alerts.
Central Support
Supporting the on-site resource will be a central infrastructure of qualified and experienced employees including:
 Property Service Advisors
 London Associate Director, and IPM Management team  Compliance & Engineering team
 Health & Safety professionals
 Service Charge Accountants
 Credit Controllers
 Financial Administration
 Legal and Resales team
 Employee services team
To bolster this new approach and deliver high-end customer service, any new staff recruited for our IPM model will either have experience of the property management sector or of a similarly customer-centric industry such as hospitality.
To increase familiarity with The Whitehouse Apartments,
we will also ensure that all centrally-based staff make periodic visits to the site and attend both client and resident meetings as required.
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