Page 15 - Riverside Quarter Proposal

Additionally, we would recommend a customer survey being undertaken, again as a joint initiative, to understand the dynamics of the occupiers (especially residential), and areas of concern or enhancement.
Mainstay’s mobilisation and ongoing operations teams always work closely and collaboratively in such situations, and we would project manage the process with both weekly internal and client facing calls and reporting in the lead in period.
The site team also have a clear role to play, as on site residents will always graduate to that level of communication. It is unwise to brief site teams precisely what and what not to
say, so our stance would be to get close in advance of any TUPE process, to work with the site team, on their concerns, daily frustrations, and how the incoming agent can make a difference to their roles.
The current estate manager clearly has an important role to play, and we would wish to engage directly alongside the client team at the earliest possible point, once any instruction is confirmed.
Communication is the at the forefront of our operation both during and post management commencement. Examples of customer facing proposals and initiatives will include;
» The offer of 1:1 meetings in the lead up to management, and on an ongoing basis. These will be conducted with the estate manager being present.
» 1:1 meetings with all employees. Please refer to the TUPE/ HR section for further detail.
» Close engagement and pre live liaison with key contractors, consultants and other key stakeholders.
» Change management planning, in a graduated sense, and with approval and buy in from the client.
In terms of the actual mobilisation and handover, as previously referred, we undertake this process by means of a clear and tried/tested project planned process. Typically the process from start to finish, with the exception of final financial reconciliation will take between 4-6 weeks, so with a planned handover date of 1st January, (and with Christmas in between), we are looking at a late October commencement.
The process will be administered by Sharon Cross (Mobilisation Manager), supported by the wider technical team, under Charles Lucas’ direction. (Please refer to the staff structure chart on page 5).
In addition to the usual handover and mobilisation functions, (see Attached sample tracker), we would want to input to a degree on the new service charge budget. Typically (under our internal KPI’s) this would be issued with client approval by 30th November 2020. We fully anticipate that the majority of budget input and decisions will be client based, but by moving forward on mobilisation activity perhaps earlier in October, some minor changes can be budget reflected.
We are well known for our experience in mobilising previously managed schemes, and the three key staff members within the team have over 50 years collective experience with Mainstay. However, whilst we possess extensive experience, we do not advocate a one size fits all attitude to mobilising schemes. We engage collaboratively with all stakeholders, and are continually advancing our thinking in how we absorb new schemes effectively into our management.
Riverside Quarter | Request for Information
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