Rainbow Quay

Customer Service Report

1st January 2009 – 24th November 2009
This report is based on data from all calls and correspondence handled within the RMG contact
st th
centre, relating to Rainbow Quay (Rope Street, London) during the period 1 January 2009 to 24
November 2009 inclusive. This is a high level report to summarise the performance of RMG at
handling enquiries logged at the named development.

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

Enquiries Logged
80
67 68
70
60
60 54 54
Total Logged

48
50 44 44 44

40 35
32
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Month [2009]

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

Communication Channels

8, 1.5%

53, 9.6%

489, 88.9%

Letter
E-mail
Telephone

Page 1 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

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:

Enquiry Categories
4.5% 8.9%
Complaints
13.6% Contractor Query
Credit Control
16.9% General Issues
Ground Rent Enquiry
Insurance Claim
Meetings
New /Replacement Key/Fob
19.6% Other
Property Managers
Repair/Maintenance
16.5%
Service Charge Accountants
3.3% Solicitors Enquiries
11.5% Utilities Enquiry

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

Category J F M A M J J A S O N Total
Complaints 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 5
Solicitors 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

Page 2 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

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 the
enquiry 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 also
complaints made against contractors appointed by RMG.

Contractor Query: Enquiries from contractors, generally relating to repairs and maintenance carried
out at the development.

Credit Control: Resident calls relating to service charge queries which are not part of routine repairs
and maintenance. These include questions relating to the service charge demand, enquiries following
debt collection notices for non payment and enquiries relating to making payments including
explanation of the different types and methods available.

General Issues: General questions relating to the management company. Typically these
include identification of demised and communal issues, explanation of lease terms,
responsibilities of the managing agent and generally anything that is not unique to a specific
service or department.

Ground Rent: Enquiries relating to Ground Rent which is collected by RMG on behalf of the
developer or freeholder.

Insurance Claim: Enquiries relating to insurance claims and queries made by residents. Typically
these include claims made on the block building’s 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, AGM’s and
venue bookings. These can also include requests for copies of minutes and other administrative tasks
associated 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 agent
specific.

Property Manager: Enquiries which are specifically for the Property Manager or require
specialist attention or authorisation from the Property Manager in order to resolve.

Solicitors Enquiries: Enquiries relating to the sale or letting of a property within the
development. Typically these enquiries can follow a lengthy process in accordance with the lease
terms and interacting with a third party.

Repairs & Maintenance: Enquiries from residents reporting reactive repairs and general
maintenance issues at the development. A breakdown of these can be found overleaf.

Service Charge Accountants: Enquiries regarding the annual service charge accounts
prepared internally and audited externally. These are required to be completed within six months
at the end of each service charge period and detail the expenditure of all service charge moneys
collected at the development.

Utilities: Enquiries relating to the utilities at the development, including water and electricity.

Page 3 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

Repairs & Maintenance Categories

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

Repairs & Maintenance Categories

1.3%
2.7% 5.3%
4.0% 5.3% Repair/Maintenance - Aerials/Satellite
1.3%
1.3% Repair/Maintenance - Automation Gates & Security
1.3% 6.7% Repair/Maintenance - Door Entry Systems
Repair/Maintenance - Drainage
Repair/Maintenance - Electrical
6.7% Repair/Maintenance - Gardening
Repair/Maintenance - General Cleaning
Repair/Maintenance - General Maintenance
Repair/Maintenance - Health & Safety
10.7%
Repair/Maintenance - Lock Smith
Repair/Maintenance - Mechanical & Electrical
1.3% Repair/Maintenance - Pest Control
1.3% Repair/Maintenance - Roofing
50.7%
Repair/Maintenance - Rubbish/Waste Removal

The following table shows the monthly distribution of repairs and maintenance enquiries logged
against 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 1
Pest 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

Page 4 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

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

Resolution Performance
0.5%
13.3%

7.8%

4.0%
Same Day
4.4% 8 - 24 Hours
24 - 48 Hours
3 - 7 Days
70.0%
Over 7 Days
Outstanding

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

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

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

Page 5 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

Resolution Detail
Enquiries which cannot be resolved within the Contact Centre may require attention from other
departments. The graph below shows the average number of days to resolve an enquiry dependant
on the category against which it has been logged. The average number of days across all categories
at Rainbow Quay is 3.5 days.

Average Resolution Time

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

0.0 2.0 4.0 6.0 8.0 10.0 12.0 14.0

Average Number of Days

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

Category J F M A M J J A S O N Total
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 2.1
Credit 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

Page 6 of 7
Rainbow Quay
Customer Service Report
1st January 2009 – 24th November 2009

Page 7 of 7