Mainstay manages the long leasehold properties in Trinity Village on behalf of Trinity House.
TNRA have just held their autumn liaison meeting with Mainstay.
Following the introduction by Capita in June of a fortnightly (now monthly) meeting with Mainstay to ensure a significant improvement in the timely and efficient handling of all requested and required action, Mainstay’s performance appears to have improved. However, it remains a matter of concern that they have still not yet brought to a satisfactory conclusion various long-outstanding works, investigations and action concerning three particular properties. They also still regularly fail to meet their own 48-hour response time protocol to phone calls, letters and emails. Aside from stressing to Mainstay once again the importance of their always providing regular and effective updates on agreed action, we have therefore also brought this matter to the specific attention of both Capita and Trinity. We will continue to monitor the effectiveness of Mainstay’s communication procedures and performance.
Please note that following the departure of Rebecca Cox in September, Jacob Saddington (who reports to Adeel Akhtar), has recently taken over all day-to-day property management responsibilities for the Estate. Jacob’s email address is email@example.com
The next liaison meeting will take place towards the end of April/beginning of May.
TNRA was impressed by their work under Andy Murray in 2015 to resolve problems left by a succession of previous managing agents. However, there now appears to be a significant decline in the quality of Mainstay's communications, responses and action. On 20 July 2017, TNRA had a meeting with Paul Stammers, the Capita director representing Trinity House, to discuss Mainstay's performance. At a recent meeting, Mr Stammers "put Mainstay on notice that if they did not improve to our satisfaction they would be replaced".
As at September 2017 Capita is now having fortnightly meetings with Mainstay to review their performance against a spreadsheet of outstanding actions, which TNRA will see in case we have comments or additional items to suggest. Despite the closer interest that Capita is taking in Mainstay's performance, however, there are few signs of a marked improvement in Mainstay's communications with long leaseholders.