Rainbow Quay Customer Service

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Rainbow QuayCustomer Service Report1st January 2009 24th November 2009

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This report is based on data from all calls and correspondence handled within the RMG contactcentre, relating to Rainbow Quay (Rope Street, London) during the period 1

stJanuary 2009 to 24

th

November 2009 inclusive. This is a high level report to summarise the performance of RMG athandling enquiries logged at the named development.

Enquiry Summary

During the eleven month period, a total of 550 enquiries have been logged against the abovedevelopment. These have been summarised by month as shown below:

There are a number of different channels through which residents can contact RMG. These havebeen grouped by the communication channels used by residents:

Enquiries Logged

54 54

67

35

44 44 44

32

48

68

60

0

10

20

30

40

50

60

70

80

January

Febr

uary

March

April

May

June Ju

ly

Augu

st

Septembe

r

Octobe

r

Novemb

er

Month [2009]

TotalLogged

Communication Channels

8, 1.5%

53, 9.6%

489, 88.9%

Letter

E-mail

Telephone


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Enquiry Categories

All enquires are logged against predefined categories, which are selected based on the root cause of

the enquiry. These have been summarised and are shown below:

The following table shows the total volume of enquiries logged against each category every monthduring the reporting period:

Category J F M A M J J A S O N TotalComplaints 1 1 1 2 1 2 8

Contractor Query 5 5 6 7 10 2 5 2 6 1 49

Credit Control 8 5 8 1 3 3 7 16 22 20 93

General Issues 12 24 22 3 6 4 2 8 8 1 1 91

Ground Rent Enquiry 1 1

Insurance Claim 1 2 2 2 7

Meetings 1 1

New/Replacement Key/Fob 1 7 5 8 4 10 14 14 63

Other 5 3 9 1 18

Property Managers 20 11 11 10 10 15 9 2 8 7 5 108

Repair/Maintenance 3 4 6 10 9 8 5 4 2 9 15 75

Service Charge Accountants 2 1 2 5Solicitors Enquiries 1 2 2 3 8 2 2 4 1 25

Utilities Enquiry 1 2 1 1 1 6

Total 54 54 67 35 44 44 44 32 48 68 60 550

Enquiry Categories8.9%

16.9%

16.5%

11.5%

3.3%

19.6%

13.6%

4.5%

Complaints

Contractor Query

Credit Control

General Issues

Ground Rent Enquiry

Insurance Claim

Meetings

New/Replacement Key/Fob

Other

Property Managers

Repair/Maintenance

Service Charge Accountants

Solicitors Enquiries

Utilities Enquiry


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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 following

debt 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 toGround 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 buildings insurance following a leak from another apartment

or requests for information relating to the insurance policy.

Meetings: Enquiries relating to meeting requests including Directors/Residents meetings, AGMs 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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Repairs & Maintenance Categories

Repairs & Maintenance accounts for 13.6% of all enquiries with 75 logged. The graph below showsthe breakdown of the different repairs and maintenance issues reported at the development.

The following table shows the monthly distribution of repairs and maintenance enquiries loggedagainst each category:

Category J F M A M J J A S O N Total

Aerials/Satellite 2 1 1 4

Automation Gates & Security 1 1 2 4

Door Entry Systems 1 1 3 5

Drainage 2 1 1 1 5

Electrical 1 3 2 1 1 8

Gardening 1 1

General Cleaning 1 1

General Maintenance 3 1 4 5 5 3 1 1 8 7 38

Health & Safety 1 1

Lock Smith 1 1

Mechanical & Electrical 1 1Pest Control 3 3

Roofing 1 1

Rubbish/Waste Removal 1 1 2

Total 3 4 6 10 9 8 5 4 2 9 15 75

Repairs & Maintenance Categories

5.3%5.3%

6.7%

6.7%

10.7%

1.3%1.3%

50.7%

4.0%2.7%

1.3%

1.3%

1.3%

1.3%

Repair/Maintenance - Aerials/Satellite

Repair/Maintenance - Automation Gates & Security

Repair/Maintenance - Door Entry Systems

Repair/Maintenance - Drainage

Repair/Maintenance - Electrical

Repair/Maintenance - Gardening

Repair/Maintenance - General Cleaning

Repair/Maintenance - General Maintenance

Repair/Maintenance - Health & Safety

Repair/Maintenance - Lock Smith

Repair/Maintenance - Mechanical & Electrical

Repair/Maintenance - Pest Control

Repair/Maintenance - Roofing

Repair/Maintenance - Rubbish/Waste Removal


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Resolution Performance

All enquiries logged through the Customer Contact Centre have an 80% target for first timeresolution. At Rainbow Quay, 70% of enquires have been resolved on the same day as they havebeen reported, 74.4% within twenty four hours and 86.2% within seven days.

As at 24

th

November there are three enquiries outstanding, which includes 1 Key Request and 2Repairs & Maintenance issues. One enquiry is 24 Hours old.

The following table shows the percentage of enquiries logged against each category which were alsoresolved on the same day:


Complaints 0% 0% 0% 0% 100% 50% 25%

Contractor Query 60% 80% 33% 86% 50% 0% 80% 100% 67% 0% 61%

Credit Control 88% 20% 50% 0% 100% 67% 86% 88% 95% 90% 82%

General Issues 75% 67% 77% 67% 100% 25% 0% 88% 75% 100% 100% 73%

Ground Rent Enquiry 100% 100%

Insurance Claim 100% 50% 50% 100% 71%Meetings 100% 100%

New/Replacement Key/Fob 0% 86% 100% 38% 50% 40% 71% 79% 65%

Other 100% 67% 33% 0% 56%

Property Managers 75% 55% 64% 50% 70% 73% 33% 50% 50% 100% 80% 65%

Repair/Maintenance 100% 100% 83% 80% 67% 75% 80% 50% 100% 78% 93% 81%

Service Charge Accountants 0% 0% 0% 0%

Solicitors Enquiries 0% 50% 100% 67% 75% 50% 100% 75% 100% 72%

Utilities Enquiry 100% 50% 100% 0% 100% 67%

Total 78% 63% 60% 63% 73% 68% 55% 66% 71% 82% 83% 70%

Resolution Performance

70.0%

4.4%

4.0%

7.8%

13.3%0.5%

Same Day

8 - 24 Hours

24 - 48 Hours

3 - 7 Days

Over 7 Days

Outstanding


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Resolution Detail

Enquiries which cannot be resolved within the Contact Centre may require attention from otherdepartments. The graph below shows the average number of days to resolve an enquiry dependanton the category against which it has been logged. The average number of days across all categoriesat Rainbow Quay is 3.5 days.

The table below shows the average number of days leading to the resolution of an enquiry loggedagainst each of the categories during the reporting period.


Complaints 16.0 6.0 21.0 8.0 0.0 8.5 9.5

Contractor Query 2.0 3.8 3.7 0.6 1.0 1.0 4.4 0.0 0.8 10.0 2.1Credit Control 0.1 3.0 1.5 9.0 0.0 1.7 0.3 0.8 0.3 0.8 0.8

General Issues 1.8 7.1 1.3 0.7 0.0 4.0 19.0 0.1 0.8 0.0 0.0 3.1

Ground Rent Enquiry 0.0 0.0

Insurance Claim 0.0 0.5 18.5 0.0 5.4

Meetings 0.0 0.0

New/Replacement Key/Fob 8.0 1.3 0.0 16.9 5.8 6.0 1.1 1.0 4.3

Other 0.0 14.0 5.2 2.0 5.1

Property Managers 10.4 12.6 3.3 4.0 2.5 0.7 15.6 4.0 4.4 0.0 1.0 6.0

Repair/Maintenance 0.0 0.0 1.3 2.0 2.2 9.0 8.2 2.0 0.0 0.4 0.0 2.3

Service Charge Accountants 9.5 9.0 2.5 6.6

Solicitors Enquiries 16.0 6.5 0.0 0.3 0.6 1.0 0.0 0.3 0.0 1.5

Utilities Enquiry 0.0 34.5 0.0 16.0 0.0 14.2

Total 4.7 7.4 2.7 2.8 1.5 4.0 10.1 2.4 2.4 0.9 0.8 3.5

Average Resolution Time

0.0 2.0 4.0 6.0 8.0 10.0 12.0 14.0

Utilities Enquiry

Solicitors Enquiries

Service Charge Accountants

Repair/Maintenance

Property Managers

Other

New/Replacement Key/Fob

Meetings

Insurance Claim

Ground Rent Enquiry

General Issues

Credit Control

Contractor Query

Complaints

Average Number of Days


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Documents

Rainbow Quay Customer Service