Page 14 - Carruthers Court Newbury Proposal

Scope of Services
After Hours Service The Customer Service team are available during our office hours of 8 00am to to 7 00pm Monday to to Friday 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 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 14