Page 6 - IPM Brochure -20pp

Integrated
Property Management
Exceptional Customer Experience
Mainstay’s unique on-site team structure empowers the Property Manager, who is based at the development, to take ownership for nding creative and e cient solutions that ensure the smooth running of the site and meeting the daily requirements of our residents. The Property Manager is supported by a team which includes concierge, caretakers and cleaners.
Our ethos is to maintain an open, two-way style of communication and residents are o ered a choice of communication channels with the on-site Mainstay team:
 Call, email or meet. Direct contact with the Property Manager or building-speci c Concierge Team
 Dedicated website portal. Exclusively for residents
via a unique log in, providing interactive updates on work requests, real-time maintenance updates, delivery bookings, post acknowledgement, notifying feedback or issues
 Regular resident forums. Held at the site on 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 standards audits
 Trial of Virtual Concierge app
 SMS messaging alerts
Dedicated website portal
Portal Login
Newsletter for Queen Mary’s Place
6
Concierge at Glasshouse Gardens