Conflict of Interest & Quality of Service

1. Conflict of Interest&Quality of Service

2. Conflict of Interest? • Real Estate Sales • Boards of Directors

3. Real Estate Sales • What is Owned by PCM? • Laguna Woods Properties (a.k.a. Leisure World Resales). • Office in Longs Shopping Center. • Office by Admin Building. • Laguna Woods Escrow (a.k.a. Leisure World Escrow). • Laguina Woods Leasing (a.k.a. Leisure World Leasing).

4. Real Estate Sales (Cont) • Services handled by PCM: • First notification of manor sale. • Schedules & Performs Inspections.

5. Boards of Directors • Managing Agent is a Director (Vice President) • On each of the Mutual Boards. • Many contracts he will be the only signator. • Currently the result of the ByLaws.

6. Quality of Service • Manure Bins! • Landscaping! • Resolving Maintenance Problems!

7. Manure Bins! • The Item • The Problem • The Solution

8. Landscaping • Do we really have a “Wonderful” appearance? • More and more manors are faced with the lack of appreciation of what constitutes an acceptable “Landscape.” • How long should a resident put up with “DEAD” plants in the common area? • Should the Resident be responsible to replace dead plants planted by PCM?

9. Resident’s Responsibility? • Planted by PCM! Supported by the Board!

10. Identifying & Resolving Maintenance Problems! • Tool – “Stellar System” (MIS) • Excess of 5 years in development • Cost of development unknown • Specifications of program • No Specifications • Lack of planning • Empirical design • 20 Years behind in development • Tracking Copper Water Pipe Leaks • We are at least 5-7 years behind in resolving problem • Tracking Water Leaks – from above • We don’t know how large our problem is.

11. The End