Occupier Satisfaction Survey 2023 - Feedback and Actions
We are so pleased to provide an update on the results and actions taken following the 2023 Occupier Satisfaction survey. Many of our Occupiers took the time to give us valuable feedback so that we could hold a 360-degree review of our service delivery and continue to drive the operation forward with transparency and collaboration.
As part of our Manchester Hub, our commitment to enhancing value for money and an ability to understand the business needs of our occupiers is essential to delivering you a premium experience for your businesses and employees alike and remains our unwavering focus.
Below are the "You Said, We Did" documents that were shared with you at the start of 2024 for each of our Manchester Hub properties. Each with an overview of how our occupiers responded and immediate action taken since this surveys completion in July 2023.
In addition we have new updated documents below as of September 2024, which capture the further work carried out over the course of the year and our ongoing commitment to revisit your responses and business priorities.
Below are some key priorities we have targeted for 2024 to drive continuous improvement on site.
Occupier Voices: Your valuable feedback from the 2023 occupier survey resonated strongly with us. Your priorities guide our actions, and we are dedicated to providing an occupier service that not only meets but exceeds your needs. To provide you with a comprehensive overview of our achievements, we aim to share more publicly any operational reports that may be useful to your business, for example you can now access your 2023 Waste Management reports and should have received the first editions of our new weekly / monthly newsletters to provide better visibility of planned Maintenance at the property. We aim to deliver more visible reporting and communication of good news stories and achievements throughout the year ahead.
Value for Money: As the number of Hub properties expands within Greater Manchester, we recognize the need for continuous improvement and innovation. In 2024, we not only aim to maintain but enhance our commitment to delivering maximum value for money in building services. Your partnership is crucial in shaping the future of all our projects and initiatives, and we look forward to your continued input in this year’s survey.
Front of House / Security: In the last year we have developed a strong core of confidently trained team members across all our Manchester Hub Properties, retaining some excellent existing staff, whilst also recruiting some wonderful additions to the team, such as Adnan at 11 Portland Street, Angela at 201 Deansgate and Thara at 40 Spring Gardens. We also developed a strong network of well-trained cover staff that were able to support whenever absence or holiday cover was required. The full team are now seamlessly integrated into the properties to deliver exceptional service to both you and your employees. We remain steadfast in our commitment to having exceptional individuals represent your businesses and lead the first impression to all your staff and visitors to site.
Cleaning Standards: The introduction of our new Cleaning Contracts Manager Jaraslaw Grab has contributed to an improved cleanliness throughout the Manchester Hub since the completion of the survey in July of last year. We hope that Jaraslaw’s collaborative approach to delivering standards that meet your business needs will have been noticed in recent months.
Operational Efficiency: In 2023/2024, we proactively sought new contract partners for our Building Management System (BMS) Engineering, Window Cleaning, and Electricity supply. This initiative enables us to pass on additional cost savings to your businesses. As part of our utility priority, we are planning to retender for Gas and Water suppliers in 2024, aiming to maximize economies of scale and provide optimal value for the property, resulting in substantial year-on-year savings.
ESG Strategy and Energy Efficiency: Our Environmental, Social, and Governance (ESG) strategy aligns with the landlord's vision of Carbon Net Zero buildings by 2040. Over the past three years, we have implemented a Smart Buildings Program, resulting in market-leading year-on-year energy reductions. This ensures operational efficiency and occupier service charge efficiencies.
Engagement and Connectivity: Our focus on customer engagement, events, and space activation continues, fostering connections within the Manchester Hub and the wider business community. The launch of our Occupier Community & Events page has allowed us to support city-wide initiatives and provide over 85 event ticket giveaways to Hub employees over the past 12 months.
Looking ahead, we are committed to making your people's work life easier through forward-thinking solutions that align with your business goals. Please feel free to reach out to me or any member of the team if there is anything we can assist you with and we look forward to seeing your feedback in the 2024 Occupier satisfaction survey later in the year, where we hope to have continued to drive satisfaction to all.
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Tanya Cheetham