Business Process Outsourcing

Mainstay provides a full back office service to residential letting agents and investors, leaving you free to concentrate on front of house operations and getting the ‘deal’ done.

Our operation is cost effective, efficient and protects the quality of your services and your customer relationships. Based in Worcester our team deals with managing third party letting agents, referencing, agreements, deposits, rent collection, arrears collection, repairs or any combination of the management side of your business.We are committed to customer relationship management and benefit from a highly trained and motivated team.

Mainstay is an independent asset management and property services company with more than 25,000 units under management for Developers, Residents’ Management Companies, Investors and Letting Agents. Our services include block management,
portfolio management, mixed use and commercial management, student management, administration only services, secretarial, insurance, business process outsourcing.

Tenancy Management:

• Provide tenants with single point of contact for all communications.
• Prepare tenancy agreements and all necessary pre move-in paperwork.
• Administration of rent collection processes.
• Manage arrears process and arrange legal action where necessary.
• Monitor lettings and renewals strategy and void levels.
• Management of tenancy termination process, deposits etc..
• Manage check-in/check-out, inspections and inventory processes.
• Research and implement rent reviews.

Client Accounting:

• Control and remit client funds.
• Authorise invoices and arrange payment of suppliers.
• Ensure all accounting in accordance with current RICS, • ARLA and general accounting practices.

Maintenance and Repairs Co-ordination:

• Arrange all repairs, re-decorations and pre move-in works.
• Ensure compliance with all Health & Safety legislation eg: gas checks, portable appliances, etc.
• Management of maintenance budgets and programme.

Referencing:

• Undertake all necessary tenant referencing.
• Overseas, students, self-employed and company referencing available, with Guarantors as required.

Reporting and Client Communication:

• Effective liaison with client on all lettings issues.
• Provide monthly management pack to client.
• Regular liaison and meetings with client on-site as required.
• Customer care and telemarketing.
• Provision of a dedicated customer care line, taking telephone payments,handling enquiries and compliments/ complaints for client as required

Key Features:

• One point of contact for landlord and tenants
• Organised integration between different functions to ensure efficient and effective response to all issues
• Regular reporting and update on status of portfolio
• Suitably qualified and experienced staff (ARLA (Tenancy Management), ACCA, ACA, CIMA and AAT (Finance))

Telemarketing:

• Customer care.
• Outbound and inbound marketing services.
• A facility available utilising client’s database of potential customers, bespoke to customer requirements.

Out of Hours Services:

• 24/7 maintenance services.
• Telemarketing.
• Developer out of hours services.
• Warranty repair reporting.

To discover more about our Business Process Outsourcing services, please download our factsheet.