RCMRA KPIs for RMG

Following the annual review with RMG, which was held on 18th June and subsequent meeting with Berkeley Homes, we have agreed changes to the existing contract between Berkeley Homes and RMG. The contract sets out the service levels that RMG needs to deliver to Berkeley Homes, the leaseholders and residents.  The contract allows for penalties to be applied to RMG in the event that they failed to meet certain ‘Key Performance Indicators’ (KPI’s) but all of these were focused on the needs of Berkeley Homes. The Residents Association have proposed an additional set of KPI’s which, when added to the Berkeley Homes specific KPI’s, would result in a total financial penalty, up to 20% of RMG’s annual fee, in the event that all KPI’s were not met. These proposals have been agreed in full by Berkeley Homes and RMG and will come into effect on 1st September 2025.

 

The new Key Performance Indicators include the following:

 

• A Customer Satisfaction Survey, requiring a minimum response from 40 residents and achieving a minimum score of 70% positive feedback, with a 2% penalty if not met.

• Draft budgets to be provided to the Residents Association at the same time as Berkeley Homes, with a 2% penalty if not met.

• Service charges to be issued 14 days before the due date, to include water demands, using the latest publicised water and waste water rates, with a 2% penalty if not met.

• Year end accounts to be provided to the Residents Association and Berkeley Homes in draft form within 4 months of year end and accounts to be issued with surpluses, or charges within 6 months of year end, with a 2% penalty if not met.

• Routine repairs to be completed within 30 days of being reported.  Any routine repairs not completed within 30 days, or if RMG do not reply to the resident’s email within 4 days, then the issue will be added to the monthly tracker.  At the annual review 80% of repairs need to have been completed within 30 days and no repairs are allowed to exceed 182 days, with a 4% penalty if not met.

• Major works; once identified and agreed as necessary, the time between Notice of Intent being issued and commencement of works will not exceed 365 days, with a 4% penalty if not met.

It is hoped that these new measures will provide RMG with the incentives to improve the service that they provide for the residents here at Royal Clarence Marina.

For further information on this, please contact your block rep or email rcmraweb@gmail.com.

​