Page 13 - Royal Arch at The Mailbox Proposal

7.0 Liberty Place Case Study
Mainstay were re-appointed to manage Liberty Place in April 2016. The tender process that led to our successful re-engagement focussed on demonstrating the developments and initiatives that had been put in place in our period of non-management, including the launch of our new IPM model.
Developing the On-site Team
To ensure Liberty Place had the required dedicated attention, a designated Property Services Manager, based in the Midlands, was assigned to the development. This immediately highlighted discrepancies in the existing sta ng model, and through careful management, the site team were re-trained, and the Head Concierge promoted to Site Manager. This new role gave the site team more autonomy over the development to ensure any urgent work or resident disputes were dealt with on the ground without the need for time consuming escalation processes. This resulted in resident concerns being dealt with in a timely and e ective manner.
Resident and Community Engagement
With the on-site team in place, the Property Services Manager introduced scheduled evening monthly drop in sessions to allow residents exibility to discuss any observations or concerns relating to Liberty Place. The Property Services Manager and Site Manager made themselves available throughout the week to meet with residents and to handle the day to day operations of the development.
Focus was also placed on building a community ethos which is an integral part of our IPM model. Quarterly social events continue to be held at the development, often in conjunction with our neighbouring properties, King Edwards Wharf, Watermarque and Jupiter which are also under IPM management. As the four properties are situated in such close proximity, the IPM team have adopted a section of the canal way which runs between all four properties. The canal way needed an urgent ‘uplift’ and although outside of our remit as managing agents, this was clearly an area close to residents’ hearts. To date the team have organised four voluntary days where residents are invited to join the IPM team in planting new trees and clearing weeds and overgrowth. This activity has not only brought residents of all four properties together, but helped improve the environment for all users of the canal side and build a sense of community with neighbouring developments and local businesses.
Working closely with the RMC
On taking over management, Mainstay found that Liberty Place was part of an ongoing legal dispute relating to the misuse of an apartment, with legal fees that had spiralled leaving the site with depleted reserve funds. As the RMC Board consisted of voluntary members, Mainstay provided legal advice, support and guidance for some 18 months to ensure this complex issue was managed e ectively and that the RMC Board felt supported at every step.
Following our standard initial site assessment and completing extensive Fire and General Risk Assessments, we discovered several high-risk compliance areas which required immediate attention. Through careful management of the budget set by the previous managing agent, we addressed the high-risk areas, although this meant certain ‘aesthetic’ items were compromised. We ensured residents were kept updated at every step, with monthly news bulletins as well as weekly updates to the RMC, a practice that is central to our IPM model.
Liberty Place – Testimonial
13
Mainstay Management Proposal: Royal Arch Management Company Limited