Summary report due in June 2008. Reserve your copy

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• Volunteering
• Training
• Engagement
• Health and safety
• Procurement
• Environmental performance

A range of services are required to ensure that our properties offer a pleasant and safe environment for our occupiers and their employees and customers. These include security, cleaning, landscaping and maintenance services, as well as electricity and water supplies in communal areas. Our managing agents are responsible for procuring these products and services, which are then paid for by our occupiers through the service charge. In 2007 we published Our Service Charge Procurement Policy which sets out the key objectives and standards that we, and those acting on our behalf, intend to meet.

This Policy helps us to ensure that:

• We provide our customers with an effective and appropriate service which offers value for money
  
• People who work on our behalf are fairly remunerated and equipped to undertake their roles effectively
• We use our influence for the benefit of the environment and communities, purchasing sustainable products
• Our suppliers are fully aware of the importance of customers, staff in the supply chain, the environment and communities.

The Policy sets out criteria for:

• Performance standards and managing supplier performance
• Value for money
• Supporting the people who work on our behalf
• Minimising environmental and social impacts.

Corporate social responsibility is high on our agenda… We would like British Land to support our own initiatives, including aiming to use ethical products and to try to get ethical suppliers of utilities.

Retailer feedback 2007 survey

At the beginning of 2008 our Internal Audit team began to review the performance of our agents to ensure that our Service Charge Procurement Policy is being implemented across our portfolio and to identify opportunities to improve processes. Agents were asked to complete a survey which explored areas such as awareness of the Policy, implementation of the criteria set out in the Policy, our approach to procurement and measurement against key performance indicators. During 2008 the team will hold one-on-one discussions with each agent and audit their procurement processes, for instance reviewing the tendering process for fairness and completeness and identifying whether appropriate service level agreements are in place. They will also investigate whether environmental criteria are taken into account during procurement.

In 2007 we participated in a pilot initiative by the Property Managers Association (PMA) to monitor how landlords apply the new RICS Code of Practice for Service Charges in Commercial Properties. The Peacocks Centre was independently audited by a PMA Service Charge Consultant who examined the management and accounting standards and practices on-site. The team was pleased to achieve a PMA Silver Award in the audit. They were commended for having a clear and concise Management Agreement in place and for providing generally clear and concise budget information. Opportunities for improvement included setting out policies for the procurement and monitoring of service contracts. The PMA now plans to offer this service across the board within the retail property market. This will enable us to benchmark our performance against other property owners.

 

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