Capability Statement

Mainstay has been providing residential and mixed use property management services since its inception in 2000.

Over a decade later, as one of the UK’s leading property managers, Mainstay is respected throughout the residential property sector for the quality of its service. At its core is the belief that a sustainable property management business can only be achieved through delighting our customers. The residential property market has changed beyond all recognition over the past decade. Today, freeholders, leaseholders and property occupiers rightly have higher expectations of their property

managers. They want quality and responsive services which are effi cient and economical, and that positively protect and enhance the value of their asset. Delivering excellence and developing long term relationships with our customers is therefore at the centre of our strategic priorities.

Our mission is “to provide industry leading property and facilities management services nationally; to be the agent of choice for our markets and the employer of choice for our team.

Our services should enhance our clients’ property asset values whilst ensuring the safe enjoyment of occupants and delivery of exemplary customer service. We aim to achieve this by applying ethical business practices in a fair and conscientious way.”

Our customers use the internet and new technologies every day and this has an impact on their expectations about the use of technology to improve the service and effi ciency in the management of their own buildings. We have responded to this with investment in market leading technologies.

At the same time the innovation of our people is constantly driving them to explore new approaches to service delivery.

Our commitment is therefore to deliver the very best property management services available anywhere in the UK.

Paul Crook, Managing Director of Mainstay Group

Mission Statement, Foreword

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“OUR PASSION, ADAPTABILITY & ENTHUSIASM ENABLE US TO PROVIDE THE HIGHEST LEVELS OF SERVICE –WE HAVE NOT MERELY SET NEW STANDARDS IN SERVICE, WE HAVE REDEFINED THE ROLE OF A MULTI-LEVEL PROPERTY SERVICE PROVIDER

4

Who Are We?

Coverage• England and Wales• 35,000+ units in management• 20,000+ units in the pipeline• 470+ employees• Regional estate management teams

AccreditationsWorking towards ISO 14001 accreditation. Once achieved we will be the fi rst managing agent to hold all three accreditations.

October 2003: David Clark joins Mainstay as a shareholder

April 2000: Mainstay founded by Glyn Miles, Graham Donaldson, Andrew Tilly

July 2010: Mainstay acquires London based Market Focus Asset Management.

April 2008: Mainstay launched its Facilities Management Services

June 2011: London Chancery Lane offi c e opens

March 2011: Mainstay awarded contract to manage Calthorpe Estates Lettings Portfolio

December 2012: Mainstay awarded contract to manage Calthorpe Estates full residential portfolio consisting of 4,500 units

April 2012: Property Week RESI Awards - Finalists in the Property Manager of the Year category

October 2004: Key portfolio client secured - Home Select Finance (HSF)

April 2001: Mainstay commenced business processing services for a leading London lettings agency

September 2010: Paul Crook joins Mainstay as Managing Director from MITIE

October 2009: News on the Block Regional Property Management Company of the Year

September 2011: Mainstay achieves IIP Accreditation

April 2010 until present: Mainstay is confi rmed as Gold Sponsors for the RESI conference.

March 2012: Mainstay achieves ISO 9001 Accreditation

December 2011: Mainstay begins management of the prestigious 900 unit Chelsea Creek development in London

May 2012: Mainstay achieves OHSAS 18001 Accreditation

September 2012: Building Service’s Manager appointed – Industry First!

Pre 2002 2004 2008 2009 20132010 2011 2012

March 2013: Mainstay launch their graduate management program

Our Services

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MAINSTAY GIVES CLIENTS THE BEST POSSIBLE SOLUTION NATIONAL STRENGTH, LOCAL KNOWLEDGE

Commitment Accounting – is now allowing us to report earlier and more accurately on budgeted expenditure in year, providing accurate data and reducing the likelihood of defi cits.

Some of our Recent Innovations and Industry Firsts...

Customers

Performance-based Management Contracts (an industry first) – incorporating a set of measurable key performance indicators (KPIs) (monthly and annual targets) with fi nancial penalties for non-performance.

Developer Consultancy Services – adding value by providing our developer clients with assistance in framing the legal and operational structure of their developments

Asset Management Services – enhancing property management, supporting managers in day to day maintenance activities and providing clients with comprehensive asset management advice and lifecycle costings.

Real-time Customer feedback – captured data is analysed on a weekly basis to drive Continuing Professional Development (CPD). Mainstay employees are fully engaged in the improvement process, and a competitive element has been added.

Structured Disaster Recovery Plans – including both core infrastructure and development specifi c risks. Mainstays commitment is to draw up and implement a disaster recovery plan for each of its managed residential sites, something which is new to the industry.

Building Service’s Manager – the fi rst Managing Agent to employ a Building Service’s Manager to oversee our asset strategies, providing full lifecycle programmes for clients and working to procure best value long term maintenance solutions for increasingly complex plant and machinery on our schemes.

WE PRIDE OURSELF ON BEING A MARKET LEADER AND INNOVATOR.

Our customers are at the core of our business and all its processes, which are continually reviewed, as we seek new ways to better our service delivery and redefi ne the role of the Property Manager.

Innovation is also key to the development of our staff and subsequently our service delivery. This is why we constantly analyse our methodology, and look to implement new ideas and concepts which will enrich our customer’s experience and ensure that maximum value is added to the asset.

Block ManagementOur involvement with developers and house builders often starts at the planning stage; however our innovative, adaptable approach to asset management allows us to work with our clients at any stage of the development process.

Mainstay provides qualifi ed, expert technical advice on all aspects of block management, including:

• Estate Management Frameworks• Performance-based Management

Contracts – Incorporating a set of measurable KPIs

• Management Structures• Roles and Responsibilities• Legal Framework and Estate

Regulations• Service Charge Structures• Asset Registers with detailed

Maintenance, Life Cycle Planning and Reserve Funds

• Site staffi ng and security• Health and Safety compliance• Structured Disaster Recovery Plans

We add value to the development process by highlighting any potential design issues that may prevent future eff ective management to the benefi t of your customers, or impact unnecessarily on the levels of service charge, such as:

• Site confi guration• Estate management strategies• Lift and gate specifi cation• Refuse collection and recycling

strategies• Materials and fi nishes• Resident and visitor parking • Photovoltaic and Solar Panel

Systems• Combined Heat & Power (CHP)

systems• Biomass Heating• Security measures

Mainstay will work closely with your Sales teams to ensure that future property owners have an accurate picture of the services available on the development and a clear idea of the annual service charge budget from the outset. We also liaise with the Developer’s Site Manager, to ensure a smooth transition from practical completion to full management control.

Appointing Mainstay to take on the management obligations under the lease will provide you with the reassurance that your property assets and customers are in safe hands.“

Our Services

8

Our Services

Estate Management and the Management of Public Open SpaceAs an experienced national provider of property management services, Mainstay has a vast amount of expertise in managing residential and mixed-use estates. The increasing reluctance of local authorities to adopt the estate infrastructure, and changes in planning requirements have led to more and more private housing estates requiring an alternative solution for communal open space management.

We approach every development on an individual basis because every development is diff erent; from large areas of Public Open Space and Equipped Areas of Play to un-adopted roadways and wildlife areas, these developments require a diff erent, adaptable and bespoke management solution.

Whatever the requirements, a management strategy prepared prior to construction can really assist in the long term. Mainstay works closely with developers and their onsite sales agents to introduce the services from the outset and minimise the service charge liability wherever possible. Guidance on the complex service charge structures is a key part of our strategy ensuring that service charges are always fair and equitable.

Where a development has already commenced or is occupied and running, Mainstay will work with the client, (whether a Resident’s Management Company or Freeholder), to advise and assist, ensuring that the service charges are collected in accordance with the legal documentation.

Mixed-Use Scheme Management Mainstay is a market leader in management of complex city centre mixed-use schemes. We manage schemes ranging from smaller, niche developments to 1200 unit plus complex mixed-use schemes with a diverse range of services including concierge and site staff , leisure facilities, retail, cafe bars, business centres, offi ces, live-work units and guest accommodation.

Mainstay recognises the increasing complexities of managing mixed- use developments and believes that management services have to be individually tailored to refl ect customers’ needs. All instructions are seen as partnerships and Mainstay works hard to ensure that all parties succeed in meeting their, sometimes diff ering, aspirations.

Our Services

Residents Management Companies (RMCs)Mainstay prides itself on the quality and scope of services that we off er to our resident management company clients. Whilst many Resident’s Management Companies are looking to cut costs on their development, having a good quality managing agent will provide you with reassurance and comfort that your obligations as a director are being met.

We will remove the worry and liability of day to day management tasks, such as:

• Registration of Directors• Director training• Individual service charge budgets• Preparation of annual estimates of

expenditure• Issuing of share certifi cates and

maintenance of register• Health & Safety and Fire Risk

Assessment Compliance (see pages 19-20 for further details)

• Managing contractors and verifying invoices for payment

• Maintaining interest bearing client bank accounts, held under statutory trust

• Managing Major Works and s.20 consultation procedures

• Completion and fi ling of annual accounts and other statutory information with Companies House

Low cost management services do not off er the service levels, inspection regimes, health & safety compliance or peace of mind that Mainstay can provide. Nor can they off er the depth and breadth of technical knowledge essential to maintain and enhance the value of your asset.

Mainstay’s unique structure ensures that our customers have a named and contactable local team looking after them.

We provide all our sites with a locally based Property Manager who is supported by an extensive back offi ce team. This ensures that they can devote quality time to each development and establish long-term working relationships with our customers.

Communication is key to the successful smooth management of your development. As part of our evolving customer service model, each home owner has access to a secure resident’s web page providing current updates and useful information ensuring that you are fully up to date with all the day to day aspects of managing your development.

IN ESSENCE, WE MANAGE YOUR PROPERTY AS IF ITWERE OUR OWN.

We aspire to build long term partnerships with clients, developing mutual trust and a thorough understanding of their business priorities. Our management services are comprehensive and our contracts fl exible to allow amendment to suit a client’s individual needs and specifi c site requirements.

Our dedicated team with expertise of managing prestigious and complex mixed-use schemes work with our customers to meet their needs in this highly specialised area of property asset management and to provide the high level of services that enhance the value of the development.

“

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Our Services

Facilities Management Mainstay’s Facilities Management arm (MFM) plays a vital role in ensuring that the properties that are managed by Mainstay are secure, clean and well maintained, off ering an integrated and effi cient service model for our customers.

MFM directly employs in excess of 250 site and fi eld based employees providing a wide spectrum of building support services including 24hr concierge teams, planned maintenance, caretaking, cleaning and reactive building / electrical repairs. The direct employment and management of these key services allows Mainstay to consistently deliver high standards of presentation as well as an immediate response to the issues that arise when managing property.

This self perform “turnkey” approach off ered by Mainstay is focused on meeting client and customer requirements for quality, effi cienc y and value for money service, and provides the following key advantages over a supply chain model:

1. It provides better control of resources and responsiveness for meeting client and customer requirements at a site level. The supply chain model tends to be much less fl exible.

2. It allows the delivery of best management practice to achieve and sustain a high quality of service delivery. Direct provision allows a more eff ective control of quality.

3. It provides a more proactive approach to continuous performance improvement with prompt adoption of appropriate technological developments and the pursuit of cost effi ciencies .

4. It provides clarity for our customers - The responsibility for resolving resident’s issues can rest with various parties – the Developer, the Managing Agent, or the Landlord. Our customer’s ability to speak directly with the organisation who they pay and hold responsible, through our site based staff allows them to be guided to the quickest point for resolution rather than dealing with a fourth party.

All employees are professionally inducted and provided with the training not only to carry out their role eff ectively but to understand where they fi t within the overall operation. We consider this a necessity to enable our employees and Mainstay to provide the best property services available.

Our Services

Portfolio and Tenancy Management At Mainstay, property management and asset management go hand in hand. With that in mind, we believe in a joined up approach to the operational and strategic aspects of residential and mixed portfolio management.

Mainstay recognises that management of residential and commercial portfolios is about maintaining rental growth, maximising capital growth, meeting statutory requirements and satisfying your customers’ needs in effi cient and cost eff ective ways. This requires a truly responsive service with expert decision makers close to hand.

Strong relationships with letting agents across the UK help us to deliver a rapid turnaround on voids and an excellent renewal rate. We believe in providing high quality and measurable performance data on all aspects of your portfolio. Where possible we are happy to agree targets and performance criteria that are tied to incentivised fee structures.

Commercial Property Management The priority of our commercial management team is to maximise the full potential of our clients’ property assets to ensure that the best return on investment is achieved.

We believe in an active ‘hands on’ approach to management of property and facilities management and are committed to exceeding our client’s expectations.

Adding value, whatever the type of property and location.

Our management services are comprehensive and fl exible to allow modifi cation to suit client’s individual needs and specifi c building requirements. Our dedicated team has expertise in managing all types of commercial property throughout the country and work with our clients to maximise income returns in order to maintain and improve capital values.

Services include:

• Collection of rent, service charge and insurance premiums

• Delivery of detailed income and expenditure accounts

• Regular inspection of property• Budgeting, procurement and

supervision of contracts• Payment of outgoings relating to

common parts• Advising on tenants, applications

for assignments, sub-lettings, alterations and change of use

• General liaison with the client and other professional advisors appointed

Regional management teams operate within the North, Midlands, South East and South West allowing MFM to provide a truly national service which is consistent in its approach from Southampton through to Newcastle. Management staff undertake regular Employment Law and Health & Safety training, to ensure that they have the skills and confi dence to manage eff ectively and safely, and to bring out the very best from our people. Utilising years of experience in property management and maintenance, Mainstay is able to combine its expertise with its customer focused culture to provide total commitment to service quality.

This fl exible and transparent approach, underpinned by our extensive industry knowledge, allows us to provide facilities management solutions on a single or multi-site scale through a seamless single point of contact.

Scan the QR to visit our website now.

Adaptable Property Services

Utilising years of experience in property management and maintenance.

““

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Case Studies and Testimonials

Chelsea Creek, London SW6This is one of London’s most elegant new landmark developments. It was created by the award-winning developer, St George and it combines luxurious city living with blissful tranquility. The development is a stone’s throw away from the stylish King’s Road, Knightbridge, Kensington, Chelsea and the Thames riverfront.

Scheme Overview

This is a transformation of a 7.5-acre brownfi eld site into a new dockside development based around waterside living. A refurbished lock will link Chelsea Creek to the River Thames, with a series of waterways fl owing into the heart of the development.

The development is surrounded by landscaped gardens, has a 24-hour concierge service and an exclusive spa and gymnasium. The scheme has a phased occupancy development strategy and will deliver 489 homes (including 147 aff ordable homes) with a mix of commercial uses – including retail and offi ce – in a high-quality setting.

Instruction

“When making our selection as to who should manage Chelsea Creek, we were keen to choose a partner who we believe will share our values in terms of transparency, attention to detail and absolute focus on excellence both in service delivery and setting the benchmark standard across the scheme.” – Nick Hutchings, Managing Director, St George Central London.

“We were delighted to be appointed to manage such a prestigious scheme and to be working with such an inspirational company as St George. We look forward to working closely with St George to ensure that the quality of the management services to the development establish a new benchmark standard for the industry.” – Paul Crook, Managing Director of Mainstay.

Our Approach

In a fi rst for the industry, we have collaborated with St George to develop a performance risk-based contract that is designed around a set of key performance indicators (KPIs) that focus on delivering exceptional customer service across all aspects of the development’s management, facilities and services.

These KPIs are split into four key sections:

• Financial performance• Scheme management• Customer service • Health and safety

They cover items from service charge accounts, concierge dress code, response times and compliance to health and safety.

We directly employ all staff , including a high level estate manager, a 24/7 concierge service and cleaning staff to maintain control over the quality of service delivery. They combine with Mainstay’s off -site support systems to deliver an exceptional £1million service charge budget.

To meet St George’s high standards, the estate manager has a mobile device with bespoke software that enables him to send real-time information back to head offi c e for support and immediate action.

To support residents, we deliver information through a dedicated website that displays routine and emergency notices, details of any service charges as well as site-based and local information.

All of our work is underpinned by our implementation of our accreditations – ISO 9001 (quality management) and OHSAS 18001 (occupational health and safety management systems).

Phasing and Handover

We engaged early with St George and their legal representatives so we could help with aligning the lease and service charge budget for this complex phased occupancy strategy. We were able to adapt to the challenges and needs of the developer as well as leaseholders and have always shown a cohesive approach through weekly meetings and onsite discussions with everyone involved.

Sustainability

We’re incredibly proud to work with St George – a company that is already leading the way in sustainable development. And we fully support the need to raise standards higher and achieve their 20/20 vision initiative, sharing a commitment to a more eco-friendly way of life that benefi ts the wider community as well as residents.

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Centenary Plaza, BirminghamThis scheme is made up of 387 apartments over 19 fl oors. It is one of Birmingham’s most prestigious and centrally located developments.

Scheme Overview

This development is a purpose-built apartment block with an additional commercial unit that is currently occupied by Nite Nite Hotel. It has a high level courtyard on the 4th fl oor that is solely for residential use. The development also has a 24/7 concierge service, a gym, a business suite and two conference rooms that are exclusive to residents.

Our Approach

Centenary Plaza does not have a Resident’s Management Company (RMC), but we aim to have a close working relationship with the working group, Centenary Plaza Leaseholders Association and individual leaseholders and tenants.

We have developed a set of key performance indicators (KPIs) that are focused on keeping residents happy across all aspects of the development’s management, facilities and services.

These KPIs are split into four sections:

• Financial performance• Scheme management• Customer service • Health and safety

The KPIs cover elements of service charge accounts production, concierge dress code, response times and compliance with health and safety – and we directly employ all site staff , including the concierge team.

To support residents, we deliver information through a dedicated website that displays routine and emergency notices, details of any service charges as well as site-based and local information.

All of our work is underpinned by our implementation of our accreditations – ISO 9001 (quality management) and OHSAS 18001 (occupational health and safety management systems).

Energy and Cost Saving

Once we had been appointed, we started to focus on key areas where cost saving could be made. First, we re-negotiated all lift contracts and reinstated all non-operational lifts. We saved more than 50 percent on existing costs by doing this. We also arranged for £30,000-worth of warranty works to be carried out immediately.

We then focused on reducing the communal landlord’s electricity costs – which were more than £100,000 per year. By tendering the electricity contract, we secured an extremely competitive rate, reducing electricity costs signifi cantly. Other energy saving initiatives have been investigated and researched with the aim to reduce electricity costs even further.

For example, we have been able to bring new energy and cost-saving technology to the forefront of our service off ering by working with numerous industry-leading partners. In the case of this particular scheme, we focused on LED lighting initiatives and after completing second-stage trials, we expect these to provide signifi cant savings for our customers.

Customer Focus

Due to the size of this development, our property manager has increased site visits to one half day every fortnight. This means that leaseholders and residents have more opportunities to discuss their issues privately and highlight any issues that may require inspection by the property manager.

Case Studies and Testimonials Case Studies and Testimonials

Fulford Place, YorkThis case study shows our proactive and pragmatic approach to health, safety and compliance on managed properties – we encourage cost-eff ective improvements.

Possible issues

There has been a lack of understanding by external assessors who don’t specialise in residential property management. They can over-specify measures of control that are expensive and potentially detrimental.

Scheme Overview

Fulford Place is a fairly modern development of 91 residential apartments in York. Mainstay took over its management in late 2010.

The property is made up of six conjoined blocks, an external car park and a secure entry system. Inside, there’s a single stairwell in each block and service riser cupboards on every fl oor.

Our Approach

We send a health and safety expert into new management properties to establish whether or not there are any serious health and safety issues that need to be addressed.

With Fulford Place, it soon became clear that the assessment wasn’t going to be straight-forward – and 34 fi re safety related issues were identifi ed.

They ranged from quantities of waste materials found in communal areas and damaged – and therefore inadequate – fi re safety equipment, to faults with the fi re detection systems and a lack of service/maintenance records for life safety systems.

The assessment system at Mainstay scores a percentage for each property – the higher the percentage, the better. Average scores are around 80 percent. But this scheme scored a worrying 56 percent – far below what we wanted to see.

After the assessments, we looked at all the mechanical and electrical equipment on site and defi ned the testing and maintenance requirements.

Outcome

There have been tremendous improvements since our fi rst assessment took place. The testing and maintenance of the mechanical and electrical equipment happens regularly to ensure legal compliance – also prolonging the life expectancy of the equipment.

• Life safety systems, such as fi re detection and emergency lights, have been repaired; they are also now subject to testing and maintenance regimes.

• Waste materials have been removed from the site and monitoring regimes implemented to ensure there is no further build up.

• Residents have been informed not to store combustible materials in the service riser cupboards and items which were located in these areas have been removed.

• A fi re action plan, informing residents of the actions to take should a fi re occur, has been devised; displayed in the communal areas and provided to the residents for their records.

The focus has been on getting safety systems working and removal of materials which are a source of fuel thereby reducing the fi re loading of the communal areas.

This approach has seen our risk assessment scoring on the scheme soar from 55 percent to 82 percent; with further improvements planned.

16

Testimonial“At Calthorpe Estates our aim is to maintain the Estate to a high standard and provide our customers with an exceptional level of service. We take pride in creating the best place to live and work and look for partners, who share our passion and add value to customer services.

Since Mainstay has been managing our rented portfolio, there has been a remarkable absence of customers calling directly to complain about poor service and for only the third time, since my 13 year involvement with Calthorpe Estates, we have achieved nil voids.

This is clearly down to making sure customers are happy, properties are kept in good condition and quickly let, which leads to a reduction in income loss. There is a degree of trust and reassurance with Mainstay at the helm!

The added value and all-round exceptional levels of service Mainstay have brought to our rental portfolio made it the obvious choice to appoint them on the wider residential element of our historic and prestigious estate in Edgbaston, consisting of 4,500 units. We are already well underway with the transition of management to Mainstay, and already we are seeing the benefi ts of their service delivery. We look forward to a long and successful partnership”

Jayne Herritty, Sales and Marketing Director for Calthorpe Estates.

Calthorpe EstatesThe Calthorpe Estate is one of the most sought after residential areas in Birmingham. It covers approximately 12 square miles of the suburb of Edgbaston.

Scheme Overview

The Calthorpe Estate provides quality residential living. Properties range in value from £150,000 to more than £4million. Since 1974, the development has been a designated scheme of management under Section 19 of the Leasehold Reform Act 1967.

The management commission is made up of 4,500 properties within two distinctive yet related portfolios. The fi rst comprises leasehold fl ats and houses across 31 private developments throughout Edgbaston – residents pay a service charge for the maintenance and upkeep of all communal areas and amenity land. The second comprises freehold houses, all of which are subject to the Calthorpe Estates Scheme of Management.

Our Approach

We worked with Calthorpe Estates on its tenanted portfolio before we were appointed to their long leasehold and scheme of management portfolios. Our mission is to provide a balanced management service that meets the strategic aims of the developers as well as the occupational needs of the residents.

We work closely with our client’s senior management team to achieve this. They help us to fully understand the key drivers for their business so we can identify opportunities to create value to their residential estate. Key drivers for residents include value for money, accessibility to key staff and peace of mind that they are living in a safe place.

Our supply chain delivers value and quality services through regular market testing and buying power that ensures savings and effi ciencies can be delivered to residents through their service charge.

To support residents, we deliver information through a dedicated website that displays routine and emergency notices, details of any service charges as well as site-based and local information.

All of our work is underpinned by our implementation of our accreditations – ISO 9001 (quality management) and OHSAS 18001 (occupational health and safety management systems).

Case Studies and Testimonials

Phasing and Handover

We engaged early with Calthorpe Estates and their former agents to agree a phased handover. As well as the migration of all the property data, this also included a Transfer of Undertakings (Protection of Employment) – or TUPE – transfer of the existing management team.

Because of the number of units, this transfer took place in two phases. The freehold scheme of management portfolio (and a small number of leasehold developments) were transferred just before Christmas 2012 and the rest were transferred by the end of January 2013.

These properties had been managed for a long time by another agent, so it was important that carefully worded letters provided clear explanations for the change. Communications highlighted the added value and greater effi ciencies that residents would benefi t from through the resource, systems and infrastructure that Mainstay off ers as a specialist residential business.

18

Chatham Maritime (The Quays) Chatham Maritime (The Quays) is an award-winning residential and commercial development overlooking a 320-berth marina and the River Medway.

The development has two iconic glass towers – 19 and 16 storeys high – as well as two fi ve-storey wharf buildings. There are more than 300 apartments with bars and restaurants on the lower levels.

In March 2012, Mainstay took over responsibility for the management of the commercial and residential areas of the development:

Our Approach

The legal and management structure of this scheme is complex – and the most important thing to begin with was to understand the legal and service charge framework that had been put in place before we were appointed, and adapt it as required to provide a clear and structured service.

Because of the fragmented disposal structure, this wasn’t easy, but we were able to add value and clarity at all levels. Indeed, due to our excellent performance the developer instructed for us to take on additional management obligations.

Case Studies and Testimonials

Phasing and Handover

The fi rst handover was the estate element of the scheme. This involved testing and informing all diff erent tenures of what was happening as well as letting them know about any changes that would take place to make sure the site was compliant and functioning as directed by the leases.

A new robust structure was implemented. A more eff ective estate manager service made improvements and delivered value for money for all parties contributing towards the service charge. All contracts and costs were reviewed and a lot of time was invested in reviewing utility bills to make sure the best deals were secured across the site.

The second stage of the handover involved the Marina Point West, a high-rise building with apartments over 22 fl oors. Completions have taken place and homeowners are now moving in. Mainstay is working closely with the developer to agree a process for completing snag and defect issues to avoid any impact on the service charge.

TestimonialChris Langdon, Development Director for Ardmore Construction.

“The Quays, Chatham Maritime, is a complex mixed-use regeneration project that includes both commercial and residential uses.

The ownership structure is complex and the project is also incorporated into the wider Chatham Maritime area, an on-going scheme that is a partnership between the principal landowners and developers alongside the Homes and Communities Agency, Medway Council and the Chatham Maritime Trust. The Chatham Maritime Trust has been established to protect the long term vision of the estate and manages the overarching estate, including roads, landscaping and marina infrastructure.

During the construction and development process Byrne Estates managed the developed through in-house structures which aligned a directly employed sales team with the aftersales and maintenance divisions of the construction group.

Following the acquisition of Market Focus Asset Management by Mainstay on a central London development project of ours we were extremely impressed by the professional approach, proactivity and customer focus. As members of the Urban Land Institute we have long recognised the gap in the property management market of mainstream organisations sharing the long term vision of placemaking and the contribution properly structured and focussed management can make both in terms of the quality of the environment alongside supporting key value drivers.

Consequentially as we looked to restructure the ownership and refi nance the The Quays in a diffi cult economic environment we decided it was important to appoint a market leader who recognised the importance of

adding value to any new investment in the scheme and we impressed throughout the selection process with the approach taken by Mainstay in recognising that the ‘customer’, as in the residents as opposed to the developer, and their experience at the development was of paramount importance.

Likewise we considered that the unifi ed structure of Mainstay assisted in ensuring fl exibility, responsiveness and well-managed and robust controls in addressing any issues that arose. The commitment shown by Mainstay at every level of the business to getting under the skin of each aspect of the development in fi nalising their proposal gave us every confi dence that not only would the inherent value of the project be protected but also be enhanced.”

20

Mainstay takes on the role of the ‘responsible person’ or ‘duty holder’ as defi ned in the numerous regulations and codes of practice associated with property management; which includes but is not limited to

• The Regulatory Reform (Fire Safety) Order 2005

• The Health & Safety at Work Act 1974• Lifting Operations & Lifting

Equipment Regulations• L8: Control of Legionella• BS 9999:2008• BS 9991:2011

We ensure that the requirements of the above, and other statutory regulations and Approved Codes of Practice (ACoPs) are met, with a proactive approach to statutory inspections and planned maintenance regimes.

Our robust management systems ensure nothing is overlooked when it comes to ensuring compliance. Statutory inspections and preventative maintenance are planned and tracked through our integrated management systems; ensuring all works are undertaken judiciously, in a timely manner with the minimum of disruption.

Our approach not only fulfi lls the legal requirements placed on the duty holders but protects the investment and extends the working life of installed M&E.

Our approach to Health & Safety is as robust as our approach to compliance of Mechanical and Electrical (M&E) installation; however this is tempered with a pragmatic and realistic view by Health & Safety advisors experienced in the fi eld of property management to avoid unnecessary recommendations or costs.

We risk assess all managed properties, providing suitable and suffi cient assessments for the property to fulfi ll legislative requirements and the needs of the insurance companies.Our employees are highly trained enabling them to conduct their duties with due regard to themselves and others and all training is refreshed with regular updates.

Health, Safety and Compliance

Our approach not only fulfills the legal requirements placed on the duty holders but protects the investment and extends the working life of installed M&E.

“

22

Recent changes to planning, and the overall need to look after the environment has meant that many housebuilders are now leading the way in relation to building eco-friendly homes and creating sustainable communities.

We therefore realise how important it is to be alert and knowledgeable about eco-friendly build products and methods, and work with our clients to advise on best practice, future maintenance planning and cost implications. Examples of such products:

• Recycling strategies• Rainwater Harvesting• Green Roofs/Green Walls• Photovoltaic and Solar Panel

Systems• Combined Heat & Power (CHP)

systems• Biomass Heating

We are also looking at ways to introduce greater sustainability into the management of our existing schemes by examining recycling opportunities and ways of reducing power and fuel consumption. Through our Facilities Management Company (MFM – see page 10) we are working with numerous industry leading partners to bring new energy and cost saving technology to the forefront of our asset management services, such as LED Lighting Initiatives which we anticipate will provide signifi cant and immediate savings for our customers.

We have taken huge strides in reducing our carbon footprint across all areas of the business and in partnership with our clients.

Across the business we are always looking at ways to improve our effi ciency. One key focus is that we are currently working towards ISO14001 Environmental Management, of which some of our initiatives include:

• Website enhancements enablingleaseholders to log in securely with a unique password and view site updates, reducing the number of letters issued - reducing paper and mail usage

• Web conference calling – adoptinga new video system enabling video interaction, reducing travel and fuel consumption

• Paperless billing/ElectronicDemands – Take up has been excellent – at least a third of customers and steadily increasing. Based on our customer research, we anticipate that 90% of our customers will ask for their payment requests to be sent by this method, resulting in signifi cant environmental savings.

• Supporting our clients to achievetheir environmental targets (e.g. Berkeley’s/St George’s Vision2020)

• Implemented policy change in ourfl eet to allow use of only Eco or low emission diesel vehicles

• Reduction in offi ce printers from 16to 4 with the facility to print double sided reducing paper use

• Virtualisation of 12 physical servers down to 2 physical servers. This reduced our carbon footprint signifi cantly via energy consumption for powering servers and air conditioning units in the server room

Environment and Sustainability

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At Mainstay our approach is simple, we listen to and understand our people We believe that behaviour breeds behaviour; consequently respect for each other is always high on our agenda. We know that this culture fi lters through our team to our customers, resulting in a professional and positive experience.

Today’s homeowners have high expectations. They want quality and responsive services which are effi cient and economical. Delivering excellence therefore has to be at the centre of our strategic priorities.

RecruitmentWe have high expectations of future colleagues who wish to join our business, which is refl ected in our recruitment and selection process. All applicants take part in a rigorous assessment centre which includes psychometric testing as well as a two stage interview process. The net eff ect is that we continue to build upon the exceptional customer service we off er aided by the identifi cation and appointment of the best candidates.

In addition, and recognising the need to attract and grow the very best people in the industry, Mainstay launched its Graduate Management Programme. The Mainstay Graduate Management Programme is an exciting, challenging and unique opportunity for high calibre individuals to develop a career in the residential property management industry and to acquire the necessary skills to take early responsibility and become our leaders of the future. In real roles and with real responsibilities, graduates are given exposure to the diff erent facets of residential property management, and are involved in key business decisions, driving us to achieve our mission to be the industry leader in the provision of residential property asset management and facilities services.

Along side the extensive practical experience gained, graduates will be expected to continue their studies for the IRPM Qualifi cations with a view to achieving full Membership of the Institute of Residential Property Managers (MIRPM), and the Royal Institution of Chartered Surveyors (Assoc. RICS).

Service Delivery and TrainingA major factor in Mainstay’s successful approach is our investment in training and support for each and every employee. To ensure that Mainstay services are personalised to refl ect home owners as customers, each development under management has an experienced property manager, who has clear responsibility for every aspect of the customer relationship.

Our managers are supported by an extensive back offi c e team, providing fi rst-line support and advice to both the manager and the customer.

Mainstay’s property teams are supported by our fi nance, compliance, and health and safety departments, all operating with a signifi cant breadth of experience, professional qualifi cations and accreditations. We ensure that all relevant expertise can be readily sourced, allowing our managers to maintain a one-to-one relationship with their customers.

Off ering IRPM training to all colleagues within Mainstay and maintaining professional memberships, our employees have access to the most up-to-date information available, ensuring we remain at the forefront of a developing and growing sector for the benefi t of our customers.Mainstay’s underlying approach is clear, recruit the best, deliver better.

Our People

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Mainstay recognises the need to encourage sustainable development and works closely with clients to ensure environmental management, health and safety management and social and ethical conduct on our schemes is of the highest standard. We seek to encourage sustainable long-term value creation and are happy to work with our customers and to be accountable for our actions in this respect.

There is a Group wide commitment to charitable giving that is fully supported by all employees and in particular our Social Committee, which work closely with a number of local and national organisations to help promote and raise funds. Over the years Mainstay’s Social committee has organised numerous charitable events, supporting a wide variety of fantastic causes, some of which are outlined below.

In 2012 a mobile blood donation unit was arranged to visit our Head Offi ce on various occasions throughout the year. Over 50 Mainstay employees took part and donated blood, which is a fantastic commitment and one that goes along way in supporting the vital work carried out by the National Blood Service.

‘“Every pint donated can save up to three lives: they could be babies, mothers in childbirth or people having operations or suff ering from medical conditions, so the support of companies like Mainstay is crucial if we are to continually hit demand. “

The National Blood Service

All our initiatives carried out during, and previous to 2012, will be continued over the coming years. In addition, during 2013 a team of Mainstay employees will be taking part in the Birmingham half marathon, raising money for various local and national charities. Another member of our team is taking part in ‘Bridge to Bridge’ which entails cycling 200 miles from the Menai Bridge in North-West Wales to the Severn Bridge South-West Wales, all in aid of Blackmarston school, a school for children with learning diffi culties .

As an employer fully committed to social responsibility, we understand the importance of working with and supporting our local community, and the larger national charities. Through the great work of our Social Committee and our committed, passionate team of employees, each year we are able to provide funding to a number of worthy causes.

Corporate Social Responsibility

London 1 Quality Court, Chancery Lane, London, WC2A 1HR Tel: 0207 099 5000 | mail@mainstaygroup.co.uk

Worcester Whittington Hall, Whittington Road, Worcester, WR5 2ZXTel: 01905 362 423 | mail@mainstaygroup.co.uk