Summary report due in June 2008. Reserve your copy

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Independant
assurance by

• Customer satisfaction
• Environmental performance
• Retailers
• Recruitment
• Training
• Transport

Since the launch of our Key Account Programme in 2006 we have been working with our occupiers to build relationships and better understand their business needs. Our Occupier Survey 2007 revealed that this had led to significant improvements in occupier satisfaction since our 2005 Survey. In 2007/08 British Land reached the top quartile of the Real Service Best Practice Index. The company was also voted the Property Managers Association’s Landlord of the Year by UK retailers.

They have become more approachable, more willing to listen and to establish more informal contact. Our relationship is now more down-to-earth, making it easier to discuss future requirements.

Office occupier feedback 2007 survey

They seem to have become more proactive and happy to talk principal to principal. It's easier now to pick up the phone and speak directly to someone. I feel the relationship with the team has improved. They've become more open and rapid in their response.

Retailer feedback 2007 survey

Our Occupier Survey 2007 microsite provides information on how we plan to improve customer service further:

• Building relationships: extending the Key Account Programme to encompass more retailers and the majority of our office occupiers, and establishing key retailer relationships to discuss property management issues
• Developing communications: communicating with occupiers more frequently and providing up to date contact information so that they can get in touch with our property management teams more easily
• Delivering value for money: working with our managing agents to identify ways to reduce our service charge costs and benchmark them against the market
• Improving property management: managing our agents proactively, monitoring and assessing their performance against their Key Performance Indicators
• Managing environmental impacts: developing environmental action plans for our shopping parks and delivering corporate responsibility programmes for our Broadgate and Regent’s Place office estates, launching Broadgate Together and Regent’s Place Together in 2008.

 

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