Rainbow Quay
Customer Service Report
1
st
January 2009 – 24
th
November 2009
Page 3 of 7
Category Descriptions
The following list details descriptions for the categories against which enquiries have been logged.These descriptions used are as a guideline only and represent at a high level, the nature of theenquiry at the time of the enquiry being logged.
Complaints:
Enquiries from Residents expressing dissatisfaction with a service provided by RMG.These can include administrative services including complaints following letters to residents and alsocomplaints made against contractors appointed by RMG.
Contractor Query:
Enquiries from contractors, generally relating to repairs and maintenance carriedout at the development.
Credit Control:
Resident calls relating to service charge queries which are not part of routine repairsand maintenance. These include questions relating to the service charge demand, enquiries followingdebt collection notices for non payment and enquiries relating to making payments includingexplanation of the different types and methods available.
General Issues:
General questions relating to the management company. Typically theseinclude identification of demised and communal issues, explanation of lease terms,responsibilities of the managing agent and generally anything that is not unique to a specificservice or department.
Ground Rent:
Enquiries relating to
Ground Rent which is collected by RMG on behalf of thedeveloper or freeholder.
Insurance Claim:
Enquiries relating to insurance claims and queries made by residents. Typicallythese include claims made on the block building’s insurance following a leak from another apartmentor requests for information relating to the insurance policy.
Meetings:
Enquiries relating to meeting requests including Directors/Residents meetings, AGM’s andvenue bookings. These can also include requests for copies of minutes and other administrative tasksassociated with meetings.
New/Replacement Key/Fob:
Requests for replacement keys and fobs for access to communal parts.Heavily tenanted developments will typically have a larger number of these requests.
Other:
Non-Categorised enquiries which are not Management Company or managing agentspecific.
Property Manager:
Enquiries which are specifically for the Property Manager or requirespecialist attention or authorisation from the Property Manager in order to resolve.
Solicitors Enquiries:
Enquiries relating to the sale or letting of a property within thedevelopment. Typically these enquiries can follow a lengthy process in accordance with the leaseterms and interacting with a third party.
Repairs & Maintenance:
Enquiries from residents reporting reactive repairs and generalmaintenance issues at the development. A breakdown of these can be found overleaf.
Service Charge Accountants:
Enquiries regarding the annual service charge accountsprepared internally and audited externally. These are required to be completed within six monthsat the end of each service charge period and detail the expenditure of all service charge moneyscollected at the development.
Utilities:
Enquiries relating to the utilities at the development, including water and electricity.
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