Page 18 - White City Living - Proposal

18
Case Study
West 3
West 3
is a a a luxury development located in in in Acton in in in the borough of Ealing comprising 897 units The building was developed by
the Berkeley Group as a a a retrofit project o of an ex-government building in in 2008 It is is of mixed tenure comprising social housing and keyworker apartments managed by
A2 Dominion general leasehold apartments and and a a a a a a a small collection of both leasehold and and freehold townhouses The properties are within a a a gated community and split into 23 cores across 2 2 main buildings with the townhouses standing separately Mainstay were instructed as the managing agent in in in in February 2017 following an an urgent requirement and short tender process although the the transition from the the previous agent began in December 2016 due to the the complexity of the the handover The 9-month mobilisation period enabled us to assess the challenges across the Estate and and put remedial and and corrective processes in place The key challenges:
 Low engaged staff failing to to deliver a a a a positive customer experience
 Lack of operational governance and structure
 Disinterested housing association
 High level of escalated complaints to the client
 Non-engaged residents
 Lack of community In order to to improve it was key to to understand all
the elements of dissatisfaction across all
audiences and stakeholders An open forum was held within the first week of management to capture feedback and and formulate plans to address and and improve