Case Studies

Chelsea Creek London SW6

One of London's most elegant new landmark developments, Chelsea Creek by the award winning developer St George, combines luxurious city living with blissful tranquillity, just moments from the stylish King's Road, Knightsbridge, Kensington, Chelsea and the Thames riverfront.

Scheme Overview

The scheme is the transformation of a 7.5 acre brownfield site in to a new dockside development based around waterside living. A refurbished lock will link Chelsea Creek to the River Thames, with a series of waterways flowing into the heart of the development. Surrounded by landscaped gardens, included is 24 hour Concierge and ‘The Spa’, an exclusive residents only spa and gymnasium.

Chelsea Creek has a phased occupation strategy and will deliver 489 homes (147 affordable) with a mix of commercial uses including retail and office, in a high quality setting.

Our Approach

In an industry first, St George and Mainstay have collaborated to develop a performance risk based contract designed around a set of key performance indicators (KPI’s) focused on delivering exceptional customer service across all aspects of the development’s management, facilities and services.  Split into four sections; Financial Performance, Scheme Management, Customer Service and Health & Safety, the KPI’s cover items from service charge accounts, Concierge dress code, response times and compliance to all aspects of Health and Safety.

We directly employ all staff, including a high level Estate Manager, a 24/7 concierge service and cleaning staff to maintain control over the quality of service delivery who combine with Mainstay’s off site support systems to deliver a £1million service charge budget.

In support of St George’s demanding inspection requirements, the Estate Manager has at his disposal a PDA with bespoke software (ANTSafety) which delivers near real time data back to Head Office for appropriate support and immediate action and follow up.  This data can then be accessed by any member of Mainstay via Citrix, a market leading networking solution.

In support of the Leaseholders and residents, Mainstay delivers information via a web portal displaying routine and emergency notices plus details of service charges and site based and local information.

All Mainstay’s action is underpinned by their use and implementation of the recently gained accreditations, ISO 9001 (Quality Management) and ISO 18001 (Occupational Health and Safety Management Systems).

Phasing and Handover

Mainstay engaged very early with St George and their legal representatives to assist in aligning the Lease and Service Charge budget for this complex phased occupation.  Continually adapting to the challenge and needs of the developer, and Leaseholders alike, the on site team have continued to provide a cohesive approach through weekly meetings and on site discussions, with St George, their appointed main and sub contractors, and of course all residents.

Sustainability

Mainstay is proud to support St George who already lead the field in sustainable development.  We fully support the need to raise standards higher and make every effort to achieve their Vision2020 initiative and share this commitment to a more eco-friendly way of life that has benefits for the residents and the wider community.

Outcome

Nick Hutchings, Managing Director , St George Central London, commented: “When making our selection as to who should manage Chelsea Creek, we were keen to choose a partner who we believe will share our values in terms of transparency, attention to detail and absolute focus on excellence both in service delivery and setting the benchmark standard across the scheme.”

Paul Crook, Managing Director of Mainstay added; “We were delighted to be appointed to manage such a prestigious scheme and to be working with such an inspirational organisation as St George. We look forward to working closely with St George to ensure that the quality of the management services to the development establish a new benchmark standard for the industry."