Page 14 - The White House Apartments

Scope of Services
Working smarter, not harder.
After Hours Service
In addition to the dedicated on-site Management team, the Customer Service team, based in Worcester, is available during office hours (08.00-19.00, Mon to Fri), at which named contacts can be reached on a dedicated phone number. We also offer an established and effective out-of-hours service, outsourced to Adiuvo; Adiuvo are a specialised call handling service for the property management industry providing out-of-hours call handling services by trained property professionals. They are provided with details of all emergency contractors on a scheme-by-scheme basis and are able to contact the relevant manager when necessary.
Complaint Resolution
Our complaints procedure is a staged process, stipulated by ARMA-Q in accordance with their Consumer Charter and Standards. It is also approved by the regulatory board of the Royal Institution of Chartered Surveyors (RICS) of which we are members. Where a resolution cannot be reached through this process, The Property Ombudsman (TPO), provides a free and independent service which is approved by the Office of Fair Trading (OFT).
Breach of Lease Covenants
As managing agent, Mainstay will take responsibility to ensure leaseholders and residents are aware of lease covenants, and
to uphold, report and enforce any breaches. Our approach to potential breaches is firstly to inform and advise the leaseholder or resident, and then to follow up with our policy procedure -
a process which has proven to be effective on other schemes we manage.
Resales and Legal
As part of the resales process, our dedicated in-house Resales and Legal team will provide standard information packs, available on request. Charges for this service will be supplementary to the service charge and payable by the requesting party in accordance with our tariff of fees.
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