Page 7 - Royal Arch at The Mailbox Proposal

4.0 Integrated Property Management (IPM)
Mainstay prides itself on providing a unique management service that our residents and owners are proud to recommend. Delivering exemplary customer experience is at the heart of Mainstay, as is driving continual innovation and so rede ning the role of the Property Manager.
The company has delivered many ‘ rsts’ to the market, speci cally, the rst within the industry to introduce an on-site Integrated Property Management (IPM) solution, which has successfully changed Mainstay’s relationship with clients and customers, and signi cantly improved retention, asset values and reputation.
At the heart of the IPM model are the following values:
 Customer experience - to provide a dedicated focus on residents’ needs by providing concierge services.
 Community - provision of a bespoke service, adaptable to the needs of the property and residents, which generates a genuine community spirit.
 Excellence - providing operational excellence alongside rigorous nancial control, whilst utilising latest developments in technology to provide as close to real time communication as we can.
Creating a Community
We believe in looking after residents’ homes, not just buildings. Of course, we ensure the safe, secure and compliance aspects of properties in our care, that is a given. But we also recognise our residents want to feel at home and to be part of a caring and signi cant community.
The bene ts of belonging to a community are well documented. People residing in communal properties often enjoy the sense of belonging, engagement and friendship, where they share similar values and a communal identity.
White Label Branding
At the same time as building a sense of community, we feel it is important to build a sense of identity for each IPM building and its residents. The creation of an individual ‘white label’ brand, supports the development of a community for residents and is further reinforced through its use in signage, stationery, posters and online portal and website presence.
Site Inspections
Central to daily operational excellence is the regular and thorough site inspection by the Property Manager monitored against key criteria. This protocol identi es issues earlier, limits escalations and puts the on-site team in control of rectifying problems as they arise. All issues are logged on the website portal so full visibility is maintained for all sta , particularly at sta shift hand-overs.
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Mainstay Management Proposal: Royal Arch Management Company Limited