Developing Communications

Listening and responding to occupiers' needs

In 2007 you said:

"I would like to see a continuation of the steps already taken by British Land. I hope that the improvements are part of an ongoing process. I would like to think there will be continued improvement in approachability, visibility, communication, responsiveness and general pro-activity."

"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."

So we will be doing more to:

  • Increase frequency of communication with you on issues affecting your occupation in our portfolio.
  • Provide you with an up-to-date directory of all management contacts for our portfolio, maintaining this online to reflect ongoing changes in our portfolio.

In 2005 you said:

"Come and talk to us, tell us who you are and find out who we are."

So we:

  • Published a Key Contacts booklet which we sent to all occupiers.
  • Increased communications from the Heads of Retail and Offices.
  • Standardised service charge communications.
  • Communicated what we intend to do to comply with the new Lease Code.
  • Published 'Our Service Commitment'.

80%

SATISFACTION WITH LEVEL OF CONTACT


80% of occupiers said that they were satisfied with the level of contact they have with British Land, compared to 22.5% in 2005.
View Our Service Commitment for Occupiers