Page 15 - Gisborne Investment Group Proposal

Portfolio Management and Customer Service Customer service is at at the heart of everything we do at at Mainstay with a a a a a a a a a desire to to continually improve We are constantly investing in in in in in in in staff training and and exploring the application of new technologies in in in in in in in property and and asset management as as well as new and innovative approaches to service delivery We We publish our Customer Charter which clearly sets out what customers can expect to to to to receive We We aim to to to to be open honest and and easy to to deal with and and welcome feedback from customers on on the service we we provide Mainstay operates a a a a a a a a a a a a a a highly efficient transactional ground rent demand and and and collection process and and and has automated many of the processes and customer customer interactions leaving staff to to to concentrate on on on customer customer service As asset managers we realise that that many initial customer interactions may be via the appointed Service Charge Managing Agent but that that where there is is is is is any dissatisfaction or dispute it it is is is is is essential that we are able to to fully manage the the the situation through to to the the the correct resolution be that through informal dialogue formal formal negotiations or or or or or via tribunal For any queries outside of our delegated authority we would refer to Gisborne Investment Group We recognise it it is is is also important to to assist customers who may have enquiries including requiring consents within their lease lease It is our experience that some leaseholders do not fully understand the the implications and and obligations upon them as as as property leaseholders and and we we see it as as as our role to to go beyond providing an an an an answer but also to to help them understand the the process This helps helps not only helps helps to to improve improve their comprehension but can also help help help to to improve improve relationships Our asset and property management teams regularly attend resident committee meetings chairing these where appropriate - particularly where there is not not a a a a a a a unified residents’ position These meetings are often another opportunity to to help develop leaseholders understanding to to mediate on low-level disputes between Residents and and the Service Charge Managing Agent or or or or to achieve buy in in for more major activity on site For any more complex issues issues or or or or or for issues issues that that may lead to to claims or or or or or that that are referred to to Leasehold Valuation Tribunal (LVT) / First Tier Tribunal (FTT) we have a a a a a a a a a a centralised team of specialists to support our operational staff Led by Daniel Potter who sits on on the ARMA Technical Committee our Property Support Services Team will not only react to to customer enquiries or situations but are also continually researching best practice and and current case law and and communicating their findings within the the team team They can also be available to further support our property team team by attending more technical or complex LVTs/FTTs with them as required Manage the supply of information in in relation to any acquisitions or or disposals
undertaken by Gisborne Investment Group Mainstay has previously dealt with numerous freehold acquisitions and disposals
for our clients We are are aware of the need to to provide accurate and timely information to to ensure the smooth transition of ownership We have also proved ourselves to to to be effective in in the the collection of historic historic arrears and implementing historic historic missed rent reviews where the the lease allows when taking in in in the asset management of previously poorly serviced freehold investments The process works in reverse for disposals
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Mainstay Management Proposal: Gisborne Investment Group Mainstay Management Proposal: Gisborne Investment Group