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COVID 19 management info


From Knight Frank, managing agents for Trinity Village


Following on from Government advice, the team in the management office will be moving to reduced attendance in the onsite management office.

There will be a rotational shift pattern put in place with effect from 18th March 2020:

  • There will be one person on duty in the management office
  • The working hours will be 08.00-12.30hrs, Monday to Friday
  • All Team members will continue to work remotely from 08.30hrs – 16.30hrs when they are not in the office, and all IT systems are fully enabled for remote working.

We respectfully ask all residents to refrain from attending the office unless in an emergency.

Please contact the team via email wherever possible, as this is the preferred communication:

We kindly ask, that where possible, Health and Safety works are undertaken, and permitted by residents, such as gas safety and electrical works.  These are critical and need to go ahead as much as safely possible.  The team will continue to schedule these works and liaise with residents where necessary.

If in any event you think that you might have the symptoms of Coronavirus, please immediately notify Louie-Mae Gibson, so that we can make sure all works are cancelled and no quarantine boundaries are broken.

Lastly, the whole Team here at Trinity, wish all our residents the best of health, and hope that we can all get past this without any or as little effect as possible.

From Mainstay, managing agents for long leasehold blocks in Trinity Village

Information on COVID-19

As the situation around the COVID-19 (coronavirus) continues to evolve, our priority remains the health and safety of our colleagues, customers and visitors. We are committed to doing all we can to keep you safe and protect the services provided to you during the current coronavirus pandemic. We want to reassure our customers that we are continually monitoring the Government and Public Health England advice and information.

Impact on services

We are continuing to provide services to our managed buildings and estates as normal. These services include concierge, caretaking, gardening, cleaning as well as servicing and repairs. Where there are any exceptions these will be communicated locally.

We are aware that it is possible that coronavirus may impact our ability to perform repairs and maintenance tasks. We have in place business continuity plans to deal with emergency situations and these are being tested in line with the current Government guidance and reviewed daily. We are liaising closely with contractors and suppliers to review their emergency plans to ensure that any impact is as limited as possible.

Social distancing

We want to ensure we are keeping you, and our colleagues, as safe as possible and in line with current Government and Public Health England advice we will be limiting our colleagues travel and social contact. We are recommending that:

  • Community events are postponed
  • Customer and client meetings are held, where possible, using technology i.e. Skype/Webex, rather than in person.
  • Staff visits to customers' homes are limited to emergency situations only
  • Staff visits to managed buildings and estates are reduced to essential visits only
  • Any of our staff that do visit customers' buildings and estates are reminded to follow the specific social distance and handwashing practices recommended by Government.

Contacting us

Our main contact points for customers which include telephone, e-mail and portal remain open. Whilst there is the potential for some disruption, we are progressing our business continuity activity to provide continued service via all of these mediums. Our out of hours contact provider is also adopting the same approach. We will update this statement if we anticipate any downtime to those services.

Where estates have concierge and reception services, these will remain open. Where there are exceptions these will be communicated locally. Our concierge and reception staff are also reminded to follow the specific social distance and handwashing practices recommended by Government.

We need your email address

If we need to get a message to lots of people quickly, the fastest way is by email. Whilst we won't rely on this communication method entirely, we do want to ensure that we can reach as many people as quickly as possible. If we do not have your email address, please send your details including your property address, to mail@mainstaygroup.co.uk.


As the situation with coronavirus evolves there will undoubtedly be a number of our residents who will be required to self-isolate. In these circumstances we request that you:

  • Restrict access as required
  • Notify Mainstay by email or telephone where a member of your household is self-isolating, as well as notifying any potential visitor, including contractors and staff requesting access to your property. Please do not visit the front desk or approach concierge/staff directly.
  • Follow the current stay at home advice by following the current guidance link below.

COVID-19 Guidance for Staff

Our teams have been provided with updated processes and guidance if coronavirus is identified in any of our managed properties. For buildings where there are site-based staff, this updated guidance includes what to do if they feel unwell and guidance on helping to prevent the virus spreading. All advice is based on the current Government and Public Health England guidance which will be reviewed and updated as required.

We are committed to providing the best possible service with the safety and security of our customers and colleagues being our primary priority at this difficult time. This is a fast-moving situation and we will aim to keep you updated with the latest position and advice.

Current Guidance

Current advice and information can be found at: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response