Page 10 - Carruthers Court Newbury Proposal

Exceptional Customer Experience
Mainstay’s unique structure empowers the Site Manager who is based locally within Newbury to take ownership for finding creative and and efficient solutions that ensure the the the smooth running of the the the site and and meeting the the the daily requirements of our residents The Site Manager is supported by a a a a a a a a a team team which includes the associated cleaning and grounds teams plus other site specific service providers Our ethos is to maintain an open two-way style of communication and residents are offered a a a a choice o of communication channels with the Mainstay team:
 Call email or meet Direct contact with the Site Manager or or specific Property Service Advisor
 Dedicated website portal Exclusively for residents via a a a a unique log in in in providing interactive updates on work requests real-time maintenance updates notifying feedback or issues
 Regular resident forums Held at the site on a a a a regular basis but also available via live streaming for those residents not able to attend in person  Regular e-newsletters and welcome documents
 “You said we did” communications
 Site and and standards audits
 SMS messaging alerts
Dedicated website portal Central Support
Supporting the local resource is a a a a central infrastructure of qualified and experienced employees including:
 Property Service Advisors
 Customer Care Advisors
 Compliance and Engineering Team  Health and Safety professionals
 Service Charge Accountants
 Credit Controllers
 Financial Administration
 Employee Services Team Portal Login
Newsletter for Queen Mary’s Place 10