Page 22 - White City Living - Proposal

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Scope of Services
After Hours Service The White City Living onsite team operate 24/7 with support from the customer service team available during office hours (8 00am to to 7 00pm Monday to to Friday) Outside these hours an effective out-of-hours service is also in place A dedicated phone number will connect Leaseholders and Directors to to named contacts We offer an an established and effective out-of-hours service which we outsource to Adiuvo They have details of all our our emergency contractors on on a a a a scheme scheme by scheme scheme basis and are able to contact Property Managers when necessary Complaint Resolution
Our complaint procedure is a a a a staged process stipulated by ARMA-Q in accordance with their Consumer Charter and Standards It is also approved by the regulatory board of The Royal Institution of of Chartered Surveyors (RICS) of of which we are a a member firm Where a a resolution cannot be found through this process the Ombudsman Service (Property) provides a a a free and independent service and have been approved by the Office of Fair Trading (OFT) Breach of Lease Covenants
As Managing Agent Mainstay take responsibility to ensure Leaseholders and Residents are are aware of Lease Lease Covenants
and and to uphold report and and enforce any breaches Our approach to to potential breaches is firstly to to inform and advise Leaseholders or Residents and then to follow up with our policy procedure - a a process which has proven to be effective on schemes we manage