Summary report due in June 2008. Reserve your copy

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

We directly own over 70 retail properties in the UK. Our Occupier Survey 2007 clearly demonstrated that retailer satisfaction was significantly better on properties supported by local management teams. In response to this we increased the number of our shopping parks that are supported by Regional or Centre Managers from eight to 28. These managers work closely with retailers to improve environmental performance, increase footfall, help with recruitment, share useful information and provide support as appropriate.

The relationship is now excellent. They have improved significantly over the past year. British Land used to be slightly aloof, but they are learning now to be more approachable and are realising the importance of a good relationship with their tenants.

Retailer feedback 2007 survey

We established the Teesside Shopping Park Environmental Working Group in 2007, with members from British Land, the Park management team and retail occupiers. The Working Group aims to share ideas, identify mutually beneficial initiatives for occupiers and provide information and waste data. The members are currently collecting baseline waste management information and promoting responsible, cost effective waste management practices. In 2008 they will establish targets for reducing waste and recycling paper, cardboard, plastic, glass and electronic materials.

In 2007 the team at Eastgate Shopping Centre provided nearly 50 retailers with free promotional support including use of mall display space, design, print and website hosting. This particularly supports small, independent retailers who do not have the resources of the major retail brands. With extended opening hours and seven days a week trade it is increasingly difficult for retailers to attend scheduled meetings. In 2007 the management team therefore introduced SMS messaging updates as well as continuing to visit managers in their stores, produce monthly newsletters and provide information on the retail partners extranet.

In 2007 nearly 80 retailers benefited from Meadowhall Shopping Centre’s award winning warehousing facility, the Accelerated Response Centre (ARC). Each year Meadowhall retailers receive around 100,000 deliveries, which require processing outside store opening hours. As the Centre’s stores trade around 72 hours per week over seven days, this can be difficult to achieve. The ARC is able to receive bulk deliveries on behalf of retailers. These are then broken down and transported to the stores in smaller, manageable deliveries. Not only is this good for the retailers, it is good for the environment as packaging from products is stripped and recycled.

In June 2007 80% of Parkgate Shopping was rapidly flooded beneath up to four feet of water, stranding over 100 staff and customers overnight. The on-site team worked hard to ensure that everyone was safe, comfortable and warm, despite the complete loss of power. They delivered food, water, clothing and bedding throughout the night before the fire brigade rescue the following morning. As well as being of great help to the people stranded, the efforts of the team led to favourable media coverage and had a positive effect on relationships with occupiers. Thanks to the team’s ongoing efforts the 20% of the Park not directly affected by floodwater was also able to trade within two days.

 

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