Page 2 - Royal Arch at The Mailbox Proposal

Contents
1.0 Executive Summary .............................................................................................................3 2.0 Royal Arch at the Mailbox ...................................................................................................4
2.1 The Scheme............................................................................................................................................................................4
3.0 Management Fees................................................................................................................6
4.0 Integrated Property Management (IPM)............................................................................7
Creating a Community ....................................................................................................................................................7 White Label Branding.......................................................................................................................................................7 Site Inspections ....................................................................................................................................................................7
5.0 Proposed Management Team .............................................................................................8
6.0 IPM Brand Standards & Customer Experience.................................................................10
Building Communities..................................................................................................................................................10 Setting the Standards....................................................................................................................................................11 Planogram ............................................................................................................................................................................ 11 Site Standards Review...................................................................................................................................................11 Customer Communication........................................................................................................................................12
7.0 Liberty Place Case Study ...................................................................................................13
Liberty Place – Testimonial.........................................................................................................................................14
8.0 Our Approach .....................................................................................................................15
8.1 Accreditations .................................................................................................................................................................... 15
8.2 Health, Safety and Compliance...............................................................................................................................16
8.3 Communication ................................................................................................................................................................ 15
Meetings with the Management Company Directors..............................................................................15 After Hours Service..........................................................................................................................................................15 Complaint Resolution....................................................................................................................................................16 Breach of Lease Covenants and Antisocial Behaviour .............................................................................. 16
8.4 Financial Management, Control and Reporting...........................................................................................17 Reserves Funds and Asset Gathering ..................................................................................................................17 Trust Accounts ................................................................................................................................................................... 17 Value for Money................................................................................................................................................................17 Measurement ..................................................................................................................................................................... 17 Credit Control.....................................................................................................................................................................18 Financial Reporting.........................................................................................................................................................18
8.5 Mechanical and Electrical Equipment ................................................................................................................18 Tendering of Maintenance Contracts..................................................................................................................19 Major Works (including cyclical repairs / replacement)...........................................................................19 Capital Expenditure (CAPEX) Strategy and Reserve Fund Collection..............................................19
8.6 IT Facilities and Data Protection..............................................................................................................................20
9.0 Conclusion..........................................................................................................................21
10.0 Appendices .........................................................................................................................22
10.1 Residents’Handbook Examples...............................................................................................................................22
10.2 Newsletter Examples .....................................................................................................................................................23
10.3 Budget Report Example...............................................................................................................................................23
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Mainstay Management Proposal: Royal Arch Management Company Limited