Aotea annual report

Aotea Station Social Impact and Business Disruption Delivery Work Plan 2019-2020 Annual Report

CRL-AOT-SUS-LKA-RPT-800000

Revision: Final Date: 03 May 2021

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Document title CRL-AOT-SUS-LKA-RPT-800000 This document is uncontrolled when printed. This document should be printed in colour

Revision Status Revision

Date

Version details

Prepared By

Approved By

1

19 March 2021

Draft

Craig Mathieson

John Daly

2

19 April 2021

Draft

Craig Mathieson

John Daly

3

10 May 2021

Issued Version

John Daly

Approval Status Name/Title

Signature

Date

Prepared by:

Craig Mathieson Planner

19 April 2021

Reviewed by:

John Daly Social Impact Specialist

10 May 2021

Approved by:

Sarah Sutherland Environmental & Sustainability Manager

11 May 2021

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Table of contents 1. Introduction ............................................................................................. 5 Structure of the Annual Report ...................................................................................... 5

2. Aotea Station ........................................................................................... 7 Summary of Key Construction Works ............................................................................. 7

3. Annual Report Methodology .................................................................... 9 Information Reviewed ................................................................................................... 9 The Mitigation and Implementation Plan ..................................................................... 10

4. Community Profile and Development Response .................................... 12 Community Profile ...................................................................................................... 12 4.1.1.

Community Profile ........................................................................................................ 12

4.1.2.

COVID-19 Lockdowns .................................................................................................... 16

4.1.3.

Quarterly Score Cards ................................................................................................... 18

4.1.4.

Site walkover ................................................................................................................. 18

Development Response ............................................................................................... 19 4.2.1.

Site Audits ..................................................................................................................... 19

4.2.2.

Proactive Development Response Measures ............................................................... 19

5. Overview of Matters Raised by the Community ..................................... 22 Complaint by Impact ................................................................................................... 22 Complaint by Location ................................................................................................. 23 Complaint Method ...................................................................................................... 24 Complaint Received From ............................................................................................ 24

6.Link Alliance Response to Matters Raised by the Community ................... 25 Noise and Vibration..................................................................................................... 25 Amenity and Business Disruption................................................................................. 26 Access and Parking ...................................................................................................... 26 Visibility and Wayfinding ............................................................................................. 27 Safety ......................................................................................................................... 27 Communication ........................................................................................................... 28 Servicing and Deliveries ............................................................................................... 28 Air Quality .................................................................................................................. 29 Stress and Financial Concerns ...................................................................................... 29 Page 3

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

7. Feedback Received................................................................................. 30 Feedback from Community and Development Response Managers .............................. 30 Information hubs and community event feedback ....................................................... 30 CLG Feedback .............................................................................................................. 31 CLG Feedback on the Annual Report ............................................................................ 31 7.4.1.

Community Feedback on Business Disruption.............................................................. 37

8. Recommendations ................................................................................. 38 9. Conclusion ............................................................................................. 40 Appendix A: ISCA Credits ............................................................................. 41 Appendix B: Site Walkover Photos ............................................................... 44

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

1.

Introduction

The City Rail Link (CRL) project (the Project) comprises the construction, operation and maintenance of a 3.4km twin-tunnel underground passenger railway up to 42m below Auckland’s city centre. It will transform the downtown Britomart Station into a two-way through-station that better connects Auckland’s rail network, allowing it to double in capacity. Two new stations will be constructed (Aotea and Karangahape) and Mount Eden Station will be redeveloped.

Each stage of the construction works for the Aotea Station (referred to collectively as the ‘Aotea Construction Works1’) are authorised and provided for by CRL Designation 2500-1 in the Auckland Unitary Plan Operative in Part (AUP), for which City Rail Link Limited (CRLL) is the requiring authority.

Social Impact and Business Disruption Delivery Work Plans (SIBDDWPs) have been prepared to identify the measures that will be implemented to mitigate and manage potential adverse effects on businesses, residents and community services/facilities during the Aotea Construction Works. In accordance with CRL designation Condition 61.1, the objective of the SIBDDWP is: “to avoid, remedy or mitigate the adverse effects arising from disruption to businesses, residents and community services/facilities so far as reasonably practicable.”

In order to comply with designation conditions, SIBDDWPs have been prepared. The 2019/2020 Aotea SIBD Annual Report (Annual Report) provides an overview of the changes that have occurred to the SIBD environment since the commencement of the Aotea Construction Works and analyses matters raised by the community and how these have been responded to.

Structure of the Annual Report This annual report, prepared for the Aotea Construction Works will outline the following: Section 1:

Introduction: Provides an overview of the Project and Aotea Construction Works.

Section 2:

Aotea Station: Provides a brief overview of construction works to date and summarises the impacts.

Section 3:

Annual Report Methodology: Provides an overview of the methodology used to inform this Annual Report as well as the SIBD mitigation measures implemented.

Section 4:

Community Profile and Development Response: Reviews information relating to the Community Profile and Demographic Profile. Provides an overview of Development Response.

Section 5:

Overview of Matters Raised by the Community: Provides statistics on matters raised by the community.

Section 6:

Link Alliance Response to Matters Raised by the Community: Considers the matters raised by the community and provides examples of Link Alliances response to those matters.

1

Works required to construct the Aotea Station. Includes construction works authorised by the Stage 1-3 (authorised by OPW60345651), Stage 4 and 5 (authorised by OPW60348747) and Main Works (authorised by OPW6035461) Outline Plan documentation (refer Table 1).

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SIBD Annual Report – Aotea Station Section 7:

Feedback Received: provides an overview of the feedback received during the 2019/2020 construction period.

Section 8:

Recommendations: outlines areas where Link Alliance can improve during the 2020/2021 construction period.

Section 9:

Conclusion.

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SIBD Annual Report – Aotea Station

2.

Aotea Station

Once completed, the Aotea Station will include platforms, lifts, escalators, rooms for housing stations and tunnel services equipment, an entrance building at Wellesley Street, two additional entrance buildings at Victoria Street, a Plenum at Kingston Street, services, internal and architectural finishings, structural fittings, utilities services diversions and connections.

Given the nature and scale of the Aotea Station construction, works will be undertaken in a staged manner. These construction works have been authorised by three separate Outline Plan Packages, with construction works expected to continue until the completion of the Project in 2024. The Aotea Construction Works have been staged as follows: Table 1: Staging of the Aotea Construction Works

Construction Works

Description

Date Approved

Status

Stage 1 to 3 (authorised by OPW60345651)

Canopy removal, network utility relocation and site establishment works.

1 October 2019

Stage 4 and 5 (authorised by OPW60348747)

More Canopy removal and utility relocation works. Micro-tunnelling works along Victoria Street. Site establishment works involving tree removal.

6 December 2019

Main Works (authorised by OPW6035461)

Construction of the Aotea station and associated above ground structures. Mined tunnels for the rail tracks and structural fitout and internal and architectural finishings.

8 May 2020

Complete – the work was undertaken from October 2019 to March 2020.

The work commenced in December 2019. Large parts are complete.

The work commenced in early 2020 and is scheduled to continue through to late-2023.

Summary of Key Construction Works The following outlines key construction activities occurring during the various stages of the Aotea Construction Works. A detailed account of the Aotea Construction Works is provided in the Construction Environmental Management Plan as relevant to the stage of works.

It is noted that the Aotea Construction Works (described in Table 1), are concentrated along Albert Street, between Wyndham Street in the North to Mayoral Drive in the South, and includes works within the adjacent Streets of Kingston, Victoria and Wellesley Streets. Some of the works listed below have already been undertaken. Some will be undertaken later in the Project.

Aotea Stage 1 – 3  Canopy removal works along the western side of Albert Street between Victoria Street West and Wellesley Street West.  Approximately 680m of trenching works required to relocate utilities, predominantly within the footpaths along Albert Street including within the northern section of the Albert Street slip lane.

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SIBD Annual Report – Aotea Station 

Set up of the Construction Support Area within the Bledisloe House carpark (corner of Mayoral Drive and Wellesley Street).

Aotea Stage 4 and 5  Additional trenching works along Albert Street to relocate utilities. These works extended into the Albert Street slip lane, preventing southern egress from this lane.  Trenches along both sides of Kingston Street required for utility relocations resulted in Kingston Street being closed.  Micro tunnelling along Victoria Street West.  Canopy removals continued.  Full closure of the Wellesley Street / Albert Street intersection for utility relocations.  Establishment of the Construction Support Area within the Bledisloe House carpark, requiring the removal of trees.

Aotea Main Works The Aotea Main Works were authorised on 8 May 2020. These works have commenced and will be ongoing until the completion of the Project in 2024. The Aotea Main Works involve:  Installation of D-walls along either side of Albert Street from Mayoral Drive to the Victoria Street intersection.  Bored pile installation north of Victoria Street.  ‘Top down’ construction involving construction of the roof structure in stages and allowing portions of the road to be reopened to traffic.  Construction of the Aotea Station including its internal fitout.  Removal of the Bluestone wall and reconstruction of the wall once the station works are complete2.  Retrieval of the Tunnel Boring Machine following its first and second drive.

2

These works will be undertaken in accordance with the Bluestone Wall Management Plan, certified by the Heritage Advisory Group.

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SIBD Annual Report – Aotea Station

3.

Annual Report Methodology

City Rail Link designation condition 61.8 requires an annual report to be prepared to report on changes to the SIBD environment, as well as analyse complaints received and how these have been responded to. This condition reads as follows: “The Requiring Authority shall prepare an annual report on the identification, monitoring, evaluation and management of the effects outlined in the Social Impact and Business Disruption DWP together with a summary of matters raised by the community, and how these have been responded to. The report shall be presented to the Community Liaison Groups.”

Review of information, as outlined in Section 3.1, has been undertaken for the following SIBDDWPs prepared for each stage of the Aotea Construction Works. The timeline of this Annual Report is between the date the first Stage of works was authorised (1st October 2019) and December 2020.   

Stage 1 -3 SIBDDWP; Stage 4 and 5 SIBDDWP; and Main Works SIBDDWP.

Information Reviewed A range of information has been reviewed to identify changes in the baseline SIBD environment, as is described in Section 4 to 7 of the SIBDDWPs for the Aotea Construction Works. Table 2 outlines the steps undertaken in this Annual Report to identify changes in the SIBD environment. The complaints register has been analysed to understand how mitigation measures (described in Table 3 (Section 3.2)) have been implemented to manage SIBD impacts. Statistics have also been analysed in relation to the number, type and location of these complaints.

Table 2: Annual Report information

Description

Section of Report

Monitoring of any changes to the Community Profile.

Section 4

Monitoring of any changes to the Demographic and Business profile of the SIBD environment.

Section 4.1

Overview of impacts due to COVID-19 restrictions.

Section 4.1.2Error! Reference source not found.

Section 4.1.3

Review of Link Alliance Quarterly Scorecards.

Overview of Development Response.

Section Error! Reference source not found.

Overview of Matters Raised by the Community.

Section 5

Analysis of the complaints received since commencement of Aotea Construction.

Section 5.1, 5.2, 5.3 and 5.4

Summary of matters raised by the affected community, and the Link Alliance’s response.

Section 6

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SIBD Annual Report – Aotea Station Overview of feedback received through CLG, information hubs, interview with community and development response managers, and through community events.

Section 7

Recommendations for improvement based on feedback received.

Section 8

The Mitigation and Implementation Plan A range of SIBD mitigation measures were included in Section 8 of the Aotea Main Works SIBD. These seek to mitigate the SIBD impacts from the Aotea Construction works, and which respond to the requirements of the CRL Designation Condition (condition 61). A full list of measures, along with a brief description of how they mitigate potential impacts to businesses and residents within the affected community, are outlined below.

Table 3: SIBD Mitigation Measures

Mitigation Measure

Description

Relevant Section of SIBDDWP

Continuous up to date engagement Construction Team Briefings

Frequent email updates, check ins, progress meetings, advanced notice of construction activities using a range of engagement tools and materials.

Brief all construction staff prior to their arrival on site. Outline staff protocol, how to interact with distressed members of the public and vulnerable groups, how to be good neighbours.

Work with a range of organisations to understand planned events, impacts of concern, and measures to be implemented to reduce construction impacts.

Implementation of measures outlined in the CNVDWP. Site Specific mitigation measures implemented for sites which exceed criteria.

Updates and engagement to allow businesses to plan ahead when noisy activities are scheduled.

Implementation of measures outlined in the TAPDWP. Includes implementation of traffic management plans, and measures to reduce impacts on pedestrians, cyclists, parking and loading and public transport.

Implementation of measures outlined in the AQDWP to reduce impacts on people and property sensitive to dust (and sometimes, odour) nuisance.

Engagement with businesses and residents in the affected community prior to disrupting utilities needed to be relocated.

Section 8.4 Aotea Main Works SIBDDWP Section 8.5 Aotea Main Works SIBDDWP Section 8.6 Aotea Main Works SIBDDWP Section 8.7 Aotea Main Works SIBDDWP

Collaboration

Noise and Vibration Disruption Traffic, Access and Parking Disruption Dust and odour disruption Utility Disruption Visual Amenity and Landscape

Community Safety

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Engagement with the public and implementation of development response measures to reduce amenity impacts associated with loss of vegetation and community areas. Implementing activation opportunities along the corridor to enhance amenity where this value has been lost.

Implementation of Crime Prevention through Environmental Design (CPTED) measures to improve safety and perceived safety for residents, business owners and the public utilising the project site.

Measures include security services, enhanced lighting, working with various organisations to implement targeted measures.

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Section 8.8 Aotea Main Works SIBDDWP Section 8.9 Aotea Main Works SIBDDWP Section 8.10 Aotea Main Works SIBDDWP Section 8.11 Aotea Main Works SIBDDWP

Section 8.12 Aotea Main Works SIBDDWP

SIBD Annual Report – Aotea Station Vulnerable Groups

Health and Wellbeing

Development Response Plan (DRP)

Business Disruption mitigation

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Measures to assist in dealing with rough sleepers, anti-social behaviour, or dealing with an emergency situation on site. Involves working with organisations such as the Neighbourhood Police, Auckland Council and Auckland City Mission.

Provision of information to support mental health which may have been impacted from construction activities. Multiple channels used (pamphlets, information on CRL website, project information centres, proactive communication, regular meetings).

Range of measures to be implemented to mitigate impacts on adjacent businesses. Outcomes includes public artwork on hoardings, beautification of public amenity, and site-audits to ensure compliance with mitigation measures. Development Response is an evolving measure, which is informed by ongoing community engagement and affiliated needs assessment.

A range of measures are detailed in the SIBDDWP. This includes communication, development response measures and implementation of the Transport and Parking Delivery Work Plan measures.

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Section 8.13 Aotea Main Works SIBDDWP Section 8.14 Aotea Main Works SIBDDWP Section 8.15 Aotea Main Works SIBDDWP

Section 8.16 Aotea Main Works SIBDDWP

SIBD Annual Report – Aotea Station

4.

Community Profile and Development Response

Information contained within the Aotea Main Works SIBDDWP relating to the affected community’s profile (the Community Profile, Section 4.2) has been reviewed to ensure it is generally consistent with the current characteristics of the area. The sections below confirm that the community profile remains relevant and notes changes to the profile as a result of the COVID-19 pandemic restrictions.

The range of feedback received has also been analysed, including CLG, information hub, survey and development response feedback, outlined in Section 7.

Community Profile The 2018 census is the most up to date census data available. The demographic profile outlined in Section 4.3 of the Aotea Main Works SIBDDWP utilises statistics obtained from the 2018 census on population, age and ethnicity using the Statistical Area 2 (SA2) data sets. Since the writing of the Aotea Main Works SIBDDWP, datasets for Statistical Area 1’s (SA1’s) have become available; SA1’s provide more detailed information about population characteristics than is available at the SA2 level.

4.1.1. Community Profile Figure 1 below outlines the SA1 datasets relevant to the area occupied by the Aotea Construction Works. Table 4 below outlines the 2013 and 2018 census data for population, age, ethnicity and households relating to the SA1 boundaries (as localised to the Aotea Construction Works area).

Comparisons are outlined in order to indicate changes between the 2013 and 2018 census years. It is noted that the Aotea Construction Works commenced after the census data was accumulated, therefore, may not accurately represent the current demographic profile of the area.

Key facts derived from the 2013 and 2018 census3 data, as outlined in Table 4, is as follows:     

The population increased by 369 people between 2013 and 2018, with a total population of 2751 persons.

The median age of people living in and within the vicinity of the Project area increased by 1 year, to 29.4 years.

The number of occupied households increased by 144, to a total of 1239 occupied households.

The Asian ethnicity is the most common ethnicity within the Project area, followed by European4.

The vast majority of residents living within the Project area have lived there for less than 5 years.

It is acknowledged the community and business profile within the Project area experienced change due to the COVID-19 restrictions. Information and statistics relating to SIBD impacts due to COVID19 restrictions, are outlined in Section 4.1.2 of this Annual Report.

3

https://www.stats.govt.nz/information-releases/statistical-area-1-dataset-for-2018-census-updated-march-2020 The following ethnicities, as outlined in the 2018 census statistics, are recorded in Table 4 for the purposes of this annual report; European, Asian, Maori and Other (Pacific peoples, Middle Eastern / Latin American / African, and Other Ethnicity).

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SIBD Annual Report – Aotea Station

Figure 1: Statistical Area 1 Boundaries within the Aotea Construction Area. The dark shaded area represents the designation boundary

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SIBD Annual Report – Aotea Station Table 4: Statistical Area 1 statistics from 2013 and 2018 Census Data

SA1 boundary

Population

Median Age

Area inclusive of

2013

2013

7005274 – Small block bounded by Kingston Street, Hobson Street and Federal Street.

7005276 – Small block bounded by Hobson Street and Federal Street 7005277 – Victoria Street, Albert Street, Wellesley Street and Hobson Street 7005281 – Swanson Street, Durham Street and Queen Street 7005283 – Small block bounded by Albert Street and Durham Street 7005284 – Small block bounded by Durham Street and Queen Street 7005286 – Albert Street, Durham Street, Queen Street and Wellesley Street

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405

132

168

159

294

78

177

2018 498

120

138

114

318

96

339

25.7

30.3

29.2

28.4

27.5

31.1

28.3

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2018 26.6

32.9

29.0

30.5

29.4

32.9

27.5

Household number 2013 2018 174

69

63

63

162

48

54

Ethnicity (number of people / percentage) 2013 2018

Years at usual residence (number of people / percentage) 2013 2018

192

Total (405/100%) Asian (297/73%) European (57/14%) Other5 (30/7%)

Total (498/100%) Asian (390/78%) Other (63/13%) European (51/10%)

Total (363/100%) 0-5 years (342/94%) 5-9 years (21/%) 10 years + (0/0%)

Total (375/100%) 0-5 years (348/93%) 5-9 years (15/4%) 10 years + (12/3%)

69

Total (132/100%) Asian (66/50%) European (36/27%) Maori (6/5%)

Total (120/100%) Asian (63/53%) European (51/43%) Other (9/9%)

Total (114/100%) 0-5 years (90/79%) 5-9 years (15/13%) 10 years + (9/8%)

Total (105/100%) 0-5 years (84/80%) 5-9 years (12/11%) 10 years + (9/9%)

69

Total (162/100%) Asian (81/50%) European (51/31%) Other (18/11%)

Total (138/100%) Asian (87/63%) European (39/28%) Other (15/11%)

Total (144/100%) 0-5 years (117/81%) 5-9 years (18/13%) 10 years + (9/6%)

Total (117/100%) 0-5 years (105/90%) 5-9 years (6/5%) 10 years + (6/5%)

63

Total (159/100%) Asian (90/57%) European (30/19%) Maori (9/6%)

Total (114/100%) Asian (51/45%) European (45/39%) Maori (15/13%)

Total (126/100%) 0-5 years (111/88%) 5-9 years (15/12%) 10 years + (0/0%)

Total (81/100%) 0-5 years (66/81%) 5-9 years (12/15%) 10 years + (3/4%)

174

Total (294/100%) Asian (186/63% European (75/26%) Other (27/9%)

Total (318/100%) Asian (219/69%) European (72/23%) Other (42/13%)

Total (270/100%) 0-5 years (243/90%) 5-9 years (27/10%) 10 years + (0/0%)

Total (270/100%) 0-5 years (243/90%) 5-9 years (21/8%) 10 years + (6/2%)

117

Total (78/100%) Asian (39/50%) European (24/31%) Other (9/12%)

Total (96/100%) Asian (60/63%) European (27/28%) Maori (6/6%)

Total (78/100%) 0-5 years (63/81%) 5-9 years (6/8%) 10 years + (9/12%)

Total (78/100%) 0-5 years (69/88%) 5-9 years (3/4%) 10 years + (6/8%)

45

Total (177/100%) European (81/46%) Asian (63/36%) Other (24/14%)

Total (339/100%) European (216/64%) Asian (63/19%) Other (57/17%)

Total (159/100%) 0-5 years (135/85%) 5-9 years (3/2%) 10 years + (21/13%)

Total (72/100%) 0-5 years (66/92%) 5-9 years (3/4%) 10 years + (3/4%)

SIBD Annual Report – Aotea Station 7005296 – Swanson Street, Albert Street, Kingston Street and Hobson Street

870

1044

24.6

26.8

411

459

Total (870/100%) Asian (468/54%) European (180/21%) Other (105/12%)

Total (1044/100%) Asian (789/76%) European (141/14%) Other (132/13%)

Total (747/100%) 0-5 years (714/96%) 5-9 years (33/4%) 10 years + (0/0%)

Total (849/100%) 0-5 years (789/93%) 5-9 years (45/5%) 10 years + (15/2%)

Total (99/100%) European (60/61%) Asian (24/24%) Other (9/9%)

Total (81/100%) European (69/85%) Asian (12/15%) Maori (6/7%)

Total (90/100%) 0-5 years (78/87%) 5-9 years (9/10%) 10 years + (3/3%)

Total (72/100%) 0-5 years (54/75%) 5-9 years (9/13%) 10 years + (9/13%)

7005299 – Federal Street and Mayoral Drive

99

81

28.5

31.5

51

51

7005303 – Wellesley Street, Queen Street, and Mayoral Drive

0

3

n/a

n/a

0

0

Median 28.4

Median 29.4

Total 1095

Total

Total 2382

Total 2751

Total 1239

5 It is noted ‘Other’ ethnicity includes all ethnicities aside from European, Asian and Maori.

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SIBD Annual Report – Aotea Station

4.1.2. COVID-19 Lockdowns The global pandemic of COVID-19 resulted in lockdown restrictions with significant economic consequences. These were due to restrictions of movement, exchanging of goods and spending, as well as changes in behavioural patterns (such as working from home or shopping locally) and the restriction imposed on tourism. Although the spread of the COVID-19 virus has largely been controlled in New Zealand (compared to other parts of the world), there is still potential for further lockdown restrictions should community transmission of the virus occur.

Prior to the establishment of an alert level system in New Zealand and the associated lockdowns and restrictions, consumer spending was up compared to the previous year during late February and early March. The lockdowns resulted in a significant drop in consumer spending across the Auckland region. The Auckland Council Economic Quarterly6 indicated population in the city centre dropped to about one-third of normal levels during the level 4 lockdown, and 45% under the level 3 lockdown, significantly impacting consumer spending.

The timeline of lockdowns within the Auckland Region and associated consumer spending data (compared to the same time in the previous year) is outlined in Table 5 below. A graph of consumer spending data over the course of 2020 is indicated in Figure 27 below.

Table 5: Consumer spending data – Auckland Region

Alert Level for the Auckland Region

Date Lockdown commenced

4

25 March 2020

3

27 April 2020

2

13 May 2020

1

8 June 2020

3

12 August 2020

2.5

30 August 2020

2

23 September 2020

Associated drop in Consumer spending (Compared to same time in 2019) in the Auckland Region13  -27.1% (29 March)  -59.8% (05 April)  -60.8% (12 April)  -57.1% (26 April)  -47.3% (03 May)  -43.5% (10 May)  -17.9% (17 May)  -2.5% (May 24)  -2.7% (07 June)  -0.1% (14 June) nd 2 wave  -25.8% (16 August)  -43.3% (23 August)  -41.1% (30 August)  +2.9% (06 Sept)  -5.5% (27 Sept)

Table 5 indicates a significant drop in consumer spending, particularly during the level 3 and 4 lockdown restrictions. The impact of the lockdown restrictions has had significant negative impacts on consumer spending within the Aotea area, causing financial stress on local businesses.

6

https://www.aucklandcouncil.govt.nz/about-auckland-council/business-in-auckland/docsoccasionalpapers/journey-tothe-centre-of-the-city-november-2020.pdf 7 https://mbienz.shinyapps.io/card_spend_covid19/ Page 16 | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station Auckland Tourism, Events and Economic Development (now Auckland Unlimited) Auckland Tourism, Events and Economic Development (ATEED) distributed a ‘COVID-19 business survey’ on 11 March 2020 to businesses across the Auckland region. The purpose of the survey was to gather key information about how businesses responded to the evolving lockdown situation and to understand the types of advice and support they needed from ATEED. Approximately 977 surveys were completed during 11 March and 30 March 2020, ATEED then reported on the findings of the survey within the ‘COVID-19 Business Survey Full Report, dated 3 April 20208’. The following outlines some key findings (Auckland wide):   

Largest impact expected to be on Sales/Revenue (67%), Cashflow (67%) and Wellbeing/Stress (62%).

Tourism and Hospitality sectors will be most affected. Professional, Scientific and Technical services sectors will experience less of an impact.

Sole traders/partnership businesses will be impacted the most. The smaller the businesses, the bigger the impact is.

Shovel Ready Project During the level 4 lockdowns, many projects and businesses, including the CRL Project, were required to continue work remotely, meaning all construction activities were placed on pause. Once the country moved to alert level 3, CRL was one of the few priority projects in which construction activities could recommence. This enabled many workers employed on construction sites to return to work, safely, and was an important part of restarting Auckland, and New Zealand’s economy during these uncertain times. This was highlighted by CRL Ltd’s Chief Executive, Dr Sean Sweeney; “Given the project’s size and the contribution it can make, getting back to work quickly will be a significant and important contribution to the revival of the New Zealand economy.” 9

Auckland’s Homeless The Ira Mata, Ira Tangata: Auckland’s Homeless Count (dated 17 September 2018) contains the most up to date information in relation to people living without shelter and in temporary accommodation across the Auckland region. Relevant information relating to the homeless count is outlined in Section 4.2 of the Aotea Main works SIBDDWP. Link Alliance continues to engage with relevant agencies to understand impacts and solutions related to the homeless community within the Project area.

Spending Data – Heart of the City Heart of the City (HoTC) is the business association for the Auckland city centre. Every quarter, HoTC publishes a city centre consumer spending report relating to businesses within Auckland’s CBD (inclusive of the Aotea affected community). Spending data for the March Quarter (2017), March Quarter (2018) and March Quarter (2019), has already been summarised in Section 4.2 of the Aotea Main Works SIBDDWP, with March 2020 data recently released on the website10.

8

https://www.aucklandnz.com/sites/build_auckland/files/media-library/documents/ateed-covid19-business-survey-1_0.pdf https://www.cityraillink.co.nz/newsletter-april-2020/strong-and-safe-restart-at-crl-construction-sites 10 https://www.hotcity.co.nz/sites/20180201.prod.hotcity.co.nz/files/202102/HOTC%20Marketview%20report%20summary%20Q1%20-%20Q3%202020.pdf 9

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SIBD Annual Report – Aotea Station Heart of the City – a Year in Highlights October 2019 – September 2020 Heart of the City produced a ‘Year in Highlights’ report11, outlining the unique challenges businesses in the city centre faced as a result of COVID-19 restrictions and construction activities from the City Rail Link Project. The report outlines some strategic priorities for HoTC which aims to support the city’s transformation and welcome people to a unique, diverse and vibrant central city that fosters visitation and spending.

4.1.3. Quarterly Score Cards Quarterly scorecards prepared by the Link Alliance provide place specific metrics in relation to population, movement, social life, tourism, development and spending within the Albert Street and Aotea Station geographic area (the affected community).

The timeline for this Annual Report is between the date the first Stage of works was authorised (1st October 2019) and the end of the year (December 2020). Of relevance to this 2019/2020 Annual Report are quarterly scorecards prepared by the Link Alliance, including Quarter 4 2019, Quarter 1 2020, Quarter 2 2020, Quarter 3 202012. The Quarter 2 and Quarter 3 2020 score cards acknowledge COVID 19 as a major determinant to movement and spending within the city due to lockdown restrictions, changing behavioural patterns (such as working from home or shopping locally) and the restriction imposed on tourism.

The Quarter 3 2020 scorecard provides statistics in comparison to the same time in the previous year (i.e. Quarter 3 2019). The key findings are outlined below (noting these statistics in some cases refer to wider city centre numbers):   

Average of 24,714 pedestrian movements per day – a decrease of 46% compared with same quarter last year13.

Average of 9.5mins to travel (by car) along Victoria Street in Quarter 3, an increase of 25% compared to the baseline travel time.14 The overall spending has decreased by 47% in Quarter 3 2020 compared to Quarter 3 2019.15 The number of transactions recorded in Quarter 3 2020 has decreased by 48% compared with Quarter 3 2019.

4.1.4. Site walkover A site walkover was undertaken on 20th April 2021. This involved walking up Albert Street to observe ground floor premises adjacent to the Aotea Construction Zones that were vacant, or had ‘for lease signs’.

11

https://www.hotcity.co.nz/sites/20180201.prod.hotcity.co.nz/files/2020-11/J0007713%20%20HOTC%20Annual%20Highlights%202020_A4_Digital.pdf 12 It is noted that the Quarter 4 2020 scorecard is still being finalised – data relating to the entire 2019/2020 construction period..

13 (source. Heart of the City). Counter areas are following addresses: 261 Queen Street, 205 Queen Street and 61 Federal Street. Note in next year’s review, site specific pedestrian data will be available.

14 (source. Auckland Transport).

15 Consumer spending within the Albert Street and Aotea Station Programme area (source. MarketView).

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SIBD Annual Report – Aotea Station The site walkover indicated 18 ground level premises that looked to be vacant or have a ‘for lease’ sign. These premises were located predominantly along Albert Street, with some also located on adjacent streets (Swanson Street, Durham Street and Kingston Street).

It is noted that the construction area during the walkover was focused predominantly along upper Albert Street, starting near the intersection of Albert and Wyndham Street. This construction zone extended south along Albert Street to Mayoral Drive.

Development Response Development response is the planning and implementation of tools to mitigate the impacts of largescale development, and cumulative impacts of construction activity on people. Put simply, it’s about supporting the community whilst also making it easier for teams to deliver projects.

4.2.1. Site Audits The Aotea Development Response team undertakes weekly audits of the Aotea Construction area, broken down into three separate zones - Southern, Central and Northern to achieve a more sitespecific, focused audit. These audits involve a walkover of each zone by a development response representative, to assess the quality of the environment adjacent to construction and ensure it is kept to a high standard. Any issues raised by the affected community can also be observed and responded to.

Issues raised and addressed by site audits include:     

Ensuring any wayfinding or business promoting signage taken down for construction purposes is put back in the correct position.

Removing and replacing scrim on hoardings that is no longer relevant in the locality (i.e. if a business has moved location).

Cleaning Perspex windows on hoardings that have been dirtied by dust.

Taking down noise mats following completion of noisy works.

Sweeping of pedestrian areas and removal/covering of trip hazards.

4.2.2. Proactive Development Response Measures The Link Alliance has implemented a range of additional measures to mitigate impacts on the affected community. This has been a result of communication and engagement with stakeholders and the affected community over the course of the Aotea Construction Works16 to understand areas, in scope, which could be improved upon. Some examples include: Wayfinding/Behaviour Change 



16

Spatial considerations have been categorised into paths, edges, site zones, intersections and landmarks which is reflected in the wayfinding outcomes across the site. This considered approach to wayfinding, using the recognised Auckland Transport magenta guidelines, has enhanced the pedestrian experience on-site, minimising navigational gaps and providing pedestrians with assurance while travelling through the site.

Both Development Response and construction workers continue to assess the needs of pedestrians as the construction site evolves. Examples of wayfinding improvements include;

The mitigation measures outlined in the range of technical reports required to address designation conditions, will continue to be implemented to manage construction impacts.

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SIBD Annual Report – Aotea Station changing business access on Albert Street (Wilson Carpark); refreshing directional street signage on major intersections (Victoria Street). Pedestrian counting has taken place at the Victoria St / Albert St intersection to monitor effectiveness of the wayfinding approach.

Weekly DR Audits 



The effectiveness of site audits are measured and reported on via a quarterly meeting with the construction team. The key measures for the audits include: wayfinding, businessspecific signage, site tidiness and cleanliness, business visibility, graffiti removal, and CPTED. Stakeholder feedback (HOTC, local businesses, internal stakeholders) suggests that there has been an improvement in signage, public realm beautification, and the general look and feel of the site from a pedestrian's point of view.

Activations & Placemaking 







Link Alliance partnered with Artweek Auckland 2020 to deliver a site-specific programme of activity across the site. This involved collaborating with local artists to enhance site-specific areas within the precinct with themed visual artworks and hosting art walks throughout the sites.

In 2020, Aotea Station commissioned 4 new local artists to produce artwork on hoardings.

These include: Huawei hoarding (Artist: Jon Tootill), 135 Albert Street (Artist: Deborah Crowe), AA hoarding (Artist: Paris Kirby) and K3 Hoarding (Artist: Scott Gardiner). Other artist-led initiatives include: installation of public wheelie bins with artistic designs, and designed scrim.

The Development Response team have partnered with a local designer to design and develop activation assets, including outdoor furniture and garden beds. With a strong focus on sustainability, the designer has repurposed used scrim panels to design and manufacture furniture, such as deck chairs and beanbags. These surround the Aotea Station visitor information centre located on Wellesley St. Monthly site tours are available for the local community and members of the public to join.

Strategic Operations  



Installation of aesthetic & CPTED-standard lighting on hoardings to create a safer, more visually engaging environment.

Development of a transparent working relationship with the Waste Team at Auckland Council-illegal dumping on streets is minimised and managed effectively. Link Alliance has installed temporary public street bins to replace street bins we have removed due to construction requirements.

An on-site reward system for recognising good work ethic and behaviour within the construction team.

Business support     Page 20

Promotion of local businesses through Link Alliance channels.

Procuring local where possible (e.g. local printers, local cafes for Link Alliance catering).

Highlighting regional grants available as a result of Covid-19 developments (e.g. Regional Business Partner grant).

Printing and placement of custom business signage across the site. | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station 

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Ensuring nearby loading zones are available to local businesses.

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SIBD Annual Report – Aotea Station

5.

Overview of Matters Raised by the Community

In accordance with Section 9.2 of the Aotea Main Works SIBDDWP (and CRL designation condition 17) the Aotea Communications and Engagement Team has kept a record of all complaints received within a ‘complaint register’. This section analyses the content of the complaint register in order to provide information on the most common complaints, where they were received and who made the complaint. Section 4.5 provides a summary of the matters raised by the community and how the Link Alliance has responded to alleviate those concerns.

Link Alliance defines a complaint as: An expression of dissatisfaction about an issue that requires corrective action that is within the scope of the Link Alliance.

Between 9th December 2019 and 29th October 2020, there have been a total of 102 complaints received in relation to the Aotea Construction Works. For the purposes of this Annual Report, these complaints have been categorised into 10 key themes for analysis17. This Section outlines complaints by theme and location, the method the complaint was received, and how many businesses, residents and members of the public made a complaint.

Complaint by Impact          

17

32 complaints were received in relation to noise and vibration impacts from the Project.

This was the most common complaint received.

23 complaints were received in relation to business disruption impacts.

22 complaints were received in relation to impacts to amenity.

17 complaints were received in relation to impacts to access and parking.

14 complaints were received in relation to impacts to visibility and wayfinding.

13 complaints expressed concerns over safety.

10 complaints expressed concerns about how construction works, and construction timing was communicated to affected parties.

5 complaints were received in relation to impacts to servicing and deliveries.

4 complaints were received in relation to air quality impacts from the Project.

3 complaints were received in relation to stress and financial concerns caused by the Project construction works. (see additional section below about stress and financial concerns, which comments on the number of complaints recorded in this category)

A single complaint can be categorised under more than one theme, meaning the number of complaints by theme does not equate to the total number of complaints received.

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SIBD Annual Report – Aotea Station

Complaints by Impact Noise and Vibration Amenity Customer / Business Effects Access / Parking Visibility and wayfinding Safety Communication Servicing and Deliveries Air Quality Stress / Financial Concerns 0

5

10

15

20

25

30

35

Number of Complaints Figure 2: Aotea Construction Works – Complaints by Impact

Complaint by Location The complaint register recorded the address of the complainant. The following graph indicates the location of each complaint according to street. This indicates complaints were predominantly made from businesses and residents located along Albert Street (65) and Victoria Street (13). This is likely due to construction works being apparent throughout the length of Albert Street since the commencement of the C2 works in 2018. Various micro-tunnelling, utility relocation and canopy removal works have occurred along Victoria Street.

Complaint by Location Albert Street

Victoria Street

Wellesley Street

Mayoral Drive

Other 0

10

20

30

Number of Complaints Figure 3: Aotea Construction Works – Complaints by Location Page 23

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40

50

60

70

SIBD Annual Report – Aotea Station

Complaint Method The complaint register has recorded the method by which the complaint was received. This indicates that the majority (71) of complaints were received by email.

Method of Complaint Email Phone In Person Meeting Other 0

10

20

30

40

50

60

70

Number of Complaints Figure 4: Aotea Construction Works – Method of Complaint

Complaint Received From The following graph indicates that the vast majority of complaints were received from business owners (81) impacted by the construction works.

Who made the Complaint 4

10

Did not Specify Member of the Public Resident Business

81

Figure 5: Aotea Construction Works – Who made the Complaint

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80

SIBD Annual Report – Aotea Station

6.

Link Alliance Response to Matters Raised by the Community

This section outlines the type of complaint received and summarises the mitigation measures the Link Alliance utilised in response to the complaint.

Noise and Vibration The complaint register recorded 32 complaints in relation to noise and vibration impacts from the Aotea Construction Works. This was the most common complaint received.

Noise and vibration complaints were mostly in relation to disruptive impacts from noisy construction activities impacting amenity and business, and the timing of these works (i.e. early morning and/or late evening). The range of mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 6 below.

Table 6: Link Alliance response to noise and vibration complaints

Nature of complaint

18



Construction noise disrupting local businesses.



Vibration being felt within a neighbouring building.



Disruptive noise caused by use of the Hydro-vac machine.



Disruptive noise from construction activities occurring before 6am.

Summary of mitigation methods used  The construction team ceased the disruptive noisy works.  Noise levels were monitored to confirm compliance with levels outlined in the Project CNVDWP18.  Site specific mitigation options were investigated.  The stakeholder was contacted and advised about the mitigation measures deployed and informed of a timeline on when works will recommence and be completed. This enables the stakeholder to plan ahead.  The affected stakeholder was contacted and informed about the type of construction occurring, why it was needed and expected duration.  Noise and Vibration levels were monitored to confirm compliance with CNVDWP.  Link Alliance met face to face with the impacted stakeholder to understand how impacts can be sufficiently (and practicably) mitigated.  Use of the hydro-vac machine ceased upon receipt of the complaint.  Noise levels were monitored to confirm compliance (or noncompliance) with the Project CNVDWP.  Site specific mitigation options were investigated.  The disruptive equipment was removed and replaced.  The stakeholder was contacted and advised about the mitigation measures deployed and informed of a timeline on when they will recommence and be completed.  Contacted the stakeholder to identify the cause of the disruptive noise.  Briefed contractors and advised them of Link Alliance’s obligations. No noisy activities to occur prior to 7am.

A Construction Noise and Vibration Delivery Work Plan (CNVDWP) is required to be prepared for each stage of the Project works. Designation condition 31 and 33 outlines ‘Project Standards’ for construction noise and vibration that must be complied with. Site Specific plans are required where noise levels are anticipated to exceed Project Standards.

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SIBD Annual Report – Aotea Station

Amenity and Business Disruption The complaint register recorded 22 complaints in relation to impacts to amenity, and 23 complaints received in relation to business disruption impacts.

According to complaints received, amenity and business disruption impacts arise for various reasons.

These are mostly associated with the disruptive effects from the presence of construction hoardings, noise and vibration from construction activities, impacts to traffic and the availability of parking and the behaviour of contractors on site. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 7 below.

Table 7: Link Alliance response to amenity and customer / business disruption complaints.

Nature of complaint



Sub-contractors using offensive language and about works being undertaken inefficiently.



Construction hoardings obstructing business visibility.



Construction noise disrupting businesses.



Construction vibration damaging the floors and disrupting business.

Summary of mitigation methods used  Contractors reminded of their obligations, to be mindful of their language and how they should interact with the public.  Affected stakeholder was contacted and informed about how the Link Alliance responded to the complaint.  Contacted development response team and construction team as to whether the size of the construction hoardings can be reduced.  Contacted impacted stakeholder to inform them why the construction hoardings were required and how long they are needed in the locality.  Promptly contacted stakeholder to understand details of disruptive noise.  Informed stakeholder that noise mats will be used to reduce disruption.  Onsite assessment undertaken to identify damage and to ensure correct mitigation measures were being deployed by contractors.  Written assessment provided to impacted stakeholder.

Access and Parking The complaint register recorded 17 complaints in relation to impacts to access and parking as a result of the Aotea Construction Works.

These complaints were predominantly in relation to contractor vehicles occupying loading zones / private parking, inefficient phasing of traffic lights causing congestion, and closing of streets impacting access. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 8 below.

Table 8: Link Alliance response to access and parking complaints.

Nature of complaint



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Construction vehicles occupying business parking.

Summary of mitigation methods used  Contacted stakeholder and apologised for inconvenience caused.  A new ‘truck waiting plan’ was implemented to ensure parking spaces were not unnecessarily occupied.  Briefed contractors on where construction vehicles can and cannot be parked.

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station 



Traffic layout changes impacting access.

Contacted AT to ensure loading zone enforcement / ticketing illegally parked vehicles  Raised with Link Alliance traffic team who resolved the issue.  Visited the impacted stakeholder and explained the reasoning for the traffic layout.  Advised impacted stakeholder of changes made to resolve issue.

Visibility and Wayfinding The complaint register recorded 14 complaints in relation to impacts to business visibility and the ability for people to guide their way through the construction environment.

Complaints were predominately related to the location of hoardings, lack of wayfinding signage, and how pedestrians and customers found it difficult to locate business and amenities. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 9 below.

Table 9: Link Alliance response to visbility and wayfinding complaints.

Nature of complaint



Difficulty in navigating through construction zone.



Construction hoardings impacting business visibility, and difficulties in making deliveries.

Summary of mitigation methods used  Wayfinding audit conducted at the identified areas of concern throughout the site  Additional signage installed to increase visibility and wayfinding.  Stakeholder informed on improvements made to wayfinding.  Wayfinding and business signage audit conducted across the site  Design and development of additional wayfinding and business promotional signage installed to increase visibility and wayfinding  Stakeholder informed on improvements made.

Safety The complaint register recorded 13 complaints in relation to health and safety concerns due to the Aotea Construction Works.

Complaints were predominately in relation to the reduced lighting and trip hazards within pedestrian areas adjacent to construction zones, and the ‘intimidating’ behaviour of contractors.

Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 10 below.

Table 10: Link Alliance response to health and safety complaints.

Nature of complaint



Lack of lighting at night.



Trip hazard adjacent to construction zone.

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Summary of mitigation methods used  Additional lighting was installed to enhance safety and visibility.  Stakeholder contacted and informed on improvements made.  Development response team contacted, and trip hazard removed.  Stakeholder contacted and informed on improvements made.

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station 

Threatening behaviour of contractor staff.

 Issue was promptly escalated to site supervisor and station manager.  Spoke to contractors and included item regarding public interactions in regular contractor briefings.  Met face to face with impacted stakeholder and informed them of Link Alliances actions and responses to the issue, and whether anything further could be done.

Communication The complaint register recorded 10 complaints in relation to communication about the Project.

Complaints were mostly associated with frequency of communication and lack of accurate information in respect to construction timing. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 11 below.

Table 11: Link Alliance response to complaints about project communciation.

Nature of complaint





Lack of communication in relation to changes made outside a business.

Lack of accurate information.

Summary of mitigation methods used  Held face to face meeting with stakeholder.  Assured that access would be retained to stakeholder’s business and changes would be communicated in advance.  Acknowledgment of complaint and of the generic nature of updates regarding type of works and timing.  Updated stakeholder that more effective communication would be undertaken in future.  Advised stakeholder of where information on the project can be found, and contact details should there be any additional questions.

Servicing and Deliveries The complaint register recorded 5 complaints in relation to impacts to servicing and deliveries.

These were predominately in relation to traffic / access and parking arrangements and construction hoardings impacting on the ability for business to service and make deliveries to businesses and residents. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 12 below.

Table 12: Link Alliance response to complaints about impacts to servcing and deliveries.

Nature of complaint



Fencing configuration blocking access and impacting service deliveries, with no notice given.



Lack of loading zones and cars parking illegally.

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Summary of mitigation methods used  Face to face meeting with stakeholder to discuss alternative loading zone options.  Apologised to stakeholder about lack of notice.

 Held face to face meeting with stakeholder to discuss loading zone options.  Passed information on to Auckland Transport about towing illegally parked cars.

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Air Quality The complaint register recorded 4 complaints in relation to air quality impacts from the Aotea Construction Works.

These were mostly in relation to air quality impacts from use of the diesel generator, as well as minor dust impacts from construction works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 13.

Table 13: Link Alliance response to complaints about air quality.

Nature of complaint



Diesel fumes entering premises and disruptive noise and odour produced.



Dust from construction activities disrupting businesses.

Summary of mitigation methods used  Site specific measure was installed to mitigate fumes from the generator.  Stakeholder contacted and informed on improvements made.  Regular communication in future regarding use of diesel generators.  Deployed additional dust mitigation measures (dampening) to reduce dust impacts.  Informed stakeholder of the improvements made to mitigate dust.

Stress and Financial Concerns The complaint register recorded 3 complaints which directly outlined stress and financial concerns attributed to the Aotea Construction Works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 14.

Table 14: Link Alliance response complaints about stress and financial conerns.

Nature of complaint



Disruption from construction activities impacting customers and the business owner’s health and wellbeing.

Summary of mitigation methods used  Contacted stakeholder promptly after receiving complaint.  Met with stakeholder to discuss range of mitigation options available.  Provided stakeholder with information on government assistance programme and additional support resources.  Set up regular meetings with impacted stakeholder.

As financial compensation is not within the scope of the Link Alliance to resolve, not all concerns about financial stress have been recorded as complaints (as per the Link Alliance definition of a complaint). As outlined in Section 7 of this annual report, and as requested from feedback received during the CLG and meetings held on 15th April 2021 with impacted business owners, it was agreed that Link Alliance will record ‘concerns’ raised by the community in this report, and document this within future Annual Reports. This will include issues raised by a member of the public to Link Alliance communications and/or development response staff that may not meet the definition of a complaint. Feedback from the community indicates significant concern about the absence of financial compensation for small retail businesses in particular, leading to negative business impacts and stress (note there were 23 complaints recorded about business disruption impacts – see section 6.2).

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

7.

Feedback Received

This section provides an overview of the feedback received during the 2019/2020 construction period as a result of:    

Interviewing the Aotea Station Community Manager and Development Response Manager.

Attendance at information hubs events.

Feedback during the most recent CLG event.

Feedback on this draft Annual Report.

Feedback from Community and Development Response Managers An interview and site walkover were undertaken with the Aotea Community Manager (Shaun Sutton) and Aotea Development Response Manager (Liv Young) on 10th November 2020. The purpose of this interview was to understand the predominant issues raised by the community, and how the Link Alliance have responded to those issues. The following outlines the key items raised during the interview: 





Impacts from noise and vibration is the predominant issue raised, including business disruption, financial concern, and stress. This is mitigated by installation of noise mats during noisy activities, limiting noisy activities to certain times of the day to reduce disruption, and using less disruptive equipment where possible.

There have been a number of reports by the public in relation to homelessness and antisocial behaviour. Responses to these issues include (but not limited to): - Notifying security of targeted areas; - Installation of additional lighting; - Installation of wayfinding signage; - On-going communication with Heart of the City - Various discussions with agencies regarding homelessness in the city centre, and how the project can help ensure safety.

There have also been a small number of reports vocalising the confusing layout of the construction environment and lack of adequate wayfinding signage. Responses to these issues include (but not limited to): - Engagement with an accessibility consultant – an accessibility workshop will be held in 2021 with site staff.

- Perspex windows installed on construction barriers to enhance wayfinding, business visibility, and on-going engagement with the community about construction activities and mitigation measures.

The interview was followed by a site visit. During this time, Shaun Sutton (Aotea Station Community Manager) and Liv Young (Aotea Station Development Response Manager) pointed out the range of mitigation measures incorporated throughout the public realm boarding the construction site. This included permanent hoardings with Perspex windows, ramps to improve accessibility, lighting in darker areas, clear sight lines and noise mats. Site visit photographs are outlined in Appendix B.

Information hubs and community event feedback Aotea information sessions were held in various locations near the construction site throughout 2020. During the COVID-19 lockdown restrictions, in-person information sessions were unable to be Page 30

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SIBD Annual Report – Aotea Station held, information was instead provided to the community virtually (emails, flyers, electronic newsletters, website updates etc.).

Information sessions were advertised via the regular Aotea Station newsletter distributed to more than 1000 members. These sessions were open to the general public. Most of these sessions showed low attendance, however additional methods have been used to engage with the affected community, notably through email, social media, electronic newsletters, letter drops and face to face meetings.

In 2021 the team have a strategy to increase public drop-in engagement through the installation of a community information centre on Wellesley Street. This has taken the form of a fitted-out container with a wide variety of project information available and will be staffed daily by a member of the Link Alliance team.

CLG Feedback There were a total of six CLG events relating to the Aotea Construction Works with variable attendance19. CLG presentations and minutes are publicly released and available on the CRL website.

In 2021 there will be further engagement with the community to encourage attendance at the CLGs. Following the submission of the Aotea Main Works Outline Plan documentation, there was one additional CLG meeting held on 1st September 2020. Key issues raised by attendees of the 1st September 2020 CLG include:  Lack of accessible public amenities (i.e. public toilets).  Whether the relocation of utilities coincide with other construction works occurring in the city centre and if not, how are the various projects coordinated to minimise disruption.  When the annual SIBD report will be made available to the public.

During the COVID-19 lockdown restrictions, the CLG events were undertaken virtually through Microsoft Teams. This ensured stakeholders were kept up to date with details of Project Construction Works and were able to provide feedback.

CLG Feedback on the Annual Report The most recent Aotea CLG was held on 25th February 2021, during this time, the findings of the draft version of this 2019/2020 Aotea SIBD Annual Report were presented to CLG attendees. This presentation outlined the purpose of the Annual Report, and provided some key facts relating to issues raised and how Link Alliance responded to those issues. Full minutes of the CLG are available on the City Rail Link website. Feedback received during the CLG is outlined in Table 15Error!

Reference source not found. below.

Table 15:- Comments received at the CLG held on 25th Feburary 2021, and Link Alliance repsonse

SIBD related questions raised at CLG

Link Alliance Response

Question around the number of complaints, how they are registered, what counts as a complaint.

Link Alliance defines a complaint as: An expression of dissatisfaction about an issue that requires corrective action that is within the scope of the Link Alliance.

Repeat complaints are captured in the complaints register, however not all matters raised by the community are

19

The CLG’s held on 30th September 2019, 19th November 2019, 18th February 2020 and 28th May 2020 have been documented within the SIBD’s already authorised for the Aotea Construction Works.

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SIBD Annual Report – Aotea Station recorded in the complaints register. For example, concerns about lack of financial compensation are not recorded in the complaints register given this matter is outside the scope of Link Alliance. However, these concerns are noted and are summarised in this report.

Will Link Alliance relocate businesses impacted by construction works?

This Annual Report has been informed by review of the complaints register, CLG feedback and sentiments collected from interviews with the community manager.

Relocation of businesses is outside of the scope of the Link Alliance, however where possible business pop-up locations may be offered as part of the development response activations/events programme.

Why are big busses used throughout the day in the city centre? They are often underutilised, and smaller busses would be more efficient and less disruptive.

Response from Auckland Transport: It is not viable to have multiple bus sizes to operate a network of Auckland’s size. The busses are of a certain size to allow for the busiest periods of the day (being commuter times). Often these large buses have been full earlier in their trip, and the city centre is often the last stop where the last passengers get off.

Who encompasses the Communications and Engagement Team at the Link Alliance?

The Community Manager is responsible for Aotea Station communications & engagement. Two members of this team are responsible for direct stakeholder communications and two are responsible for development response. The Community Manager reports to the Link Alliance Communications & Engagement Manager, who is based at the Link Alliance Head Office in Newmarket.

Contact details for the Aotea Community Manager: Phone: 021 260 6542 Email: shaun.sutton@linkalliance.co.nz or aotea@linkalliance.co.nz

What is the process used to produce? the SIBD Annual Report?

The draft report will be released for feedback before being finalised. Data used to write the report includes development response metrics, site walkovers, and Link Alliance complaints register data.

CLG feedback and sentiments collected from interviews with the community manager is also recorded.

Will Link Alliance offer compensation for loss of business due to long term disruption from construction activities?

Business promoting and wayfinding signage has been inadequate and confusing at times.

The communication to stakeholders around upcoming works has been insufficient at times.

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Compensation is not within the scope of the Link Alliance contract.

The Link Alliance regularly audit wayfinding and business signage to ensure the site compliance is up to date, ensuring that visibility and access is maximised through construction zones. Suggestions and improvements are welcomed.

Stakeholders are notified of works in person, on the phone, via works notification emails, and station newsletters. It is a requirement that affected persons are notified of works occurring directly in their area. On occasion (e.g. utility works), works may need to occur where limited notice is

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station provided, however we always notify as soon as works are confirmed. A quarterly survey is run allowing feedback around whether these are effective methods of communication for the community.

Loading spaces for businesses are being occupied by contractors and/or members of the public, impacting business servicing ability.

The Link Alliance will continue to raise this issue with AT. Stakeholders are also welcomed to contact AT directly. AT advises they will be more regularly enforcing public loading zones around the Link Alliance site.

Following the CLG event, the draft Annual Report was sent to CLG attendees, (on 19th March 2021) requesting their feedback in relation to SIBD matters, and/or the findings presented on the Annual Report. Feedback was also received during a meeting held with Heart of the city and some affected business owners on 15th April 2021, and a meeting with a representative from the City Centre Residents Group on 20 April 2021. Feedback received as a result of this process is outlined in Table 16 below. General feedback on the Annual Report is provided in Table 17 below.

Table 16:- Feedback received on the DRAFT Annual Report from CLG attendees and Link Alliance repsonse

Feedback received on the DRAFT Annual Report (categorised by construction effect) Noise and Vibration

Link Alliance Response

What is the Link Alliance doing to monitor noise and vibration impacts?

Link Alliance has several permanent noise and vibration monitors across the site to gauge whether construction activities are compliant with designation conditions, and where additional mitigation needs to be implemented. In addition, attended monitoring takes places across the site.

Link Alliance undertake regular site audits to ensure recommended noise and vibration mitigation measures are in place during noisy works, including noise mats.

There have been instances where noise mats are not put up, or taken down, when they should have been.

Link Alliance will work with the construction team to ensure these measures are implemented where needed and removed when not needed.

Air Quality Dust from construction activities is dirtying windows of nearby businesses and is being inhaled by locals.

Link Alliance undertakes regular site audits to ensure recommended mitigation measures are being implemented (i.e. dampening of construction area to reduce dust).

Link Alliance, during their regular site audits, will ensure these measures are being implemented to ensure dirty windows as a result of station construction activities are promptly cleaned.

Amenity and Business Disruption What is being done to prevent rough sleepers impacting businesses and residents - particularly in concealed areas What is being done to combat bad behaviour from contractors, particularly when they are working outside businesses.

Link Alliance has installed lighting and Perspex windows across the site and maintains relationships with police and Auckland City Mission to ensure they are aware of activities involving rough sleepers on site.

Link Alliance has committed to reminding workers of the need for respectable behaviour while at work. This is reinforced by site supervisors at construction team briefings.

Access and Parking Page 33

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station What is being done to maintain access for people with prams and disabilities in areas next to construction zones.

Link Alliance confirms regular “step free” audits are undertaken. This ensures accessibility is retained for all members of the public throughout areas located adjacent to construction zones.

Link Alliance should provide the public with a total city centre map showing bus routes, general traffic routes and loading bays due to disruption to the transport environment.

Link Alliance is working with both Auckland Council and Auckland Transport to coordinate messaging on detailing changes to the transport environment, and in particular, where loading zones are located for business to use. Loading zone locations are available on Link Alliance construction maps.

Visibility and Wayfinding Both the design and placement of the Link Alliance produced business signs are not effective. What can be done to improve this?

Link Alliance is currently reviewing its business signage and wayfinding approach and welcomes specific feedback from businesses. Fencing / hoarding space is limited, and Link Alliance must be fair to all affected businesses when confirming signage placement, however, it is always seeking to improve and welcomes feedback from individual businesses.

Safety What is Link Alliance doing to ensure public areas next to construction zones are safe for pedestrians.

How are multistorey buildings evacuated during emergency situations (residential and offices)?

Link Alliance employs a fulltime overnight guard and will consider a day guard. CPTED audits are conducted for any major changes to layout.

Link Alliance confirms it maintains a relationship with Fire & Emergency NZ to ensure they are aware of upcoming site changes. Each building is responsible for their own evacuation plan, and Link Alliance is available to co-ordinate with building managers where necessary.

Servicing and Deliveries There are ongoing issues in relation to loading zones being occupied by construction vehicles, compromising access for businesses. The report does not seem to identify that this is an ongoing issue for the project.

In addition, some local businesses have received enforcement fines for short term parking associated with making service deliveries for their business, due to the lack of loading zones and service areas.

Loading zone / business access is an area where Link Alliance receives a large proportion of complaints. Loading zone provisions have been provided in line with the Transport Access and Parking Delivery Work Plan (TAPDWP) prepared for the project.

Link Alliance acknowledge there have been some recent instances of its subcontractors parking in loading zones. This is unacceptable and Link Alliance will continue to reinforce this with subcontractors. Link Alliance has also requested Auckland Transport enforce these loading zones frequently as there have been occasions where members of the public have occupied these areas.

Table 17:- General feedback on DRAFT Annual report from CLG attendees and Link Alliance repsonse

General feedback received on the DRAFT Annual Report

Link Alliance Response

The Annual Report is not an accurate depiction of the impact that the project is having on the local community. This impact would be attained through metrics such as pedestrian counts, spending data and direct interviews with businesses.

Link Alliance create quarterly score cards which provide metrics in relation to population, movement, social life, tourism, development and spending within the Albert Street and Aotea Station geographic area. These quarterly score cards will continue to be produced to understand changes in these metrics overtime.

Following feedback from key stakeholders, additional interviews with businesses have taken place and that sentiment is now captured within this report.

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

The Annual Report should cover whether and to what degree the measures put in place to mitigate the impacts of construction on the community have been successful.

This is currently missing from the report.

Recommendations on how Link Alliance can further mitigate disruptive impacts of construction activities is now included refer Section 8). These recommendations reflect feedback received from CLG attendees and additional feedback from affected businesses.

What is the relevance of the reference to Heart of the City’s ‘a year in highlights’ Report.

The HoTC ‘a year in highlights’ report highlights the difference in consumer spending prior to and during Covid19 lockdown restrictions. The year of highlights report was referenced to provide readers with another resource discussing disruptive impacts to people and businesses as a result of lockdown restrictions and CRL construction activities.

The Link Alliance have presented and sought feedback on this Annual Report from CLG attendees. The CLG (in accordance with designation condition 7.3) is open to all directly affected and affected in proximity parties to the Project, and therefore, should be representative of the affected community. The Link Alliance will review the CLG attendance list, to ensure that those invited portray a true representation of the community being impacted by the Project.

The process for developing the Annual Report does not appear to seek formal feedback with the impacted community and other key stakeholders. Making this a part of the process would result in a clearer understanding of the level of impact the project is having on the community and to what degree the mitigations measures put in place by the Link Alliance are working.

It would be beneficial if the CLG had a specific role in providing feedback as part of the annual review. This could have included discussing the mitigation measures and how successful the Link Alliance has been in delivering on them this year.

City Centre Residents Group acknowledge impacts are being felt, however, they believe Link Alliance is doing well to mitigate and communicate impacts to the community and encourage this to continue. The CCRG encourage Link Alliance provide clear messaging on upcoming works.

HoTC would like to understand how feedback conveyed via email and/or at regular meetings has been accounted for in the number of complaints logged across the year.

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For future Annual Reports, the Link Alliance will:  Hold a specific SIBD meeting prior to the report being written and attended by the CLG.  Prepare an Annual SIBD survey to be distributed to CLG members and community representative groups. This will provide an additional method to obtain feedback on SIBD matters.

Link Alliance will have a separate SIBD focused CLG meeting / presentation for future annual reports to seek specific feedback relevant to SIBD matters. This meeting will take place before the Draft Annual Report is prepared.

The Link Alliance will review the CLG attendance list, to ensure that those invited portray a true representation of the community being impacted by the Project.

Link Alliance will continue to mitigate impacts of the project as far as practicable, communicate works to affected parties, and deploy development response measures to ensure public areas adjacent to construction zones are maintained. The Link Alliance will continue to engage with the CCRG in relation to development response measures.

Complaints have been recorded as outlined in the definition of ‘complaint’ provided.

In addition, concerns and general sentiment from the community are recorded in the report, especially that around lack of financial compensation.

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station It would be great to see thousands of trees/shrubs/climbers/plants all around the CRL site as this has proven to have a huge positive impact on the way people behave, how they feel, how they deal with disruption. Could this be incorporated during the urban design phase of the Project?

Feedback received indicated that some people do not know how to make a complaint or indicated that it is too difficult and time consuming to make a complaint.

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This is not within the scope of the Link Alliance. The Link Alliance will replace removed trees within the CRL Project site at a 1:1 ratio (at the least). Trees will be inspected and approved by the Auckland Council’s Urban Forestry Advisor prior to planting.

Link Alliance will proactively communicate methods to submit complaints. These include a 24/7 0800 number, in person, and via email.

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

7.4.1. Community Feedback on Business Disruption As a result of the CLG held on 25th February 2021, feedback from the draft version of the Annual Report sent out on 19th March 2021, and meetings held on 15th April 2021 with Heart of the City, and four business owners impacted by construction works , it was requested that the affected community’s experience of significant impacts by the business community along and adjacent to Albert Street, be documented in the Annual Report. These impacts are set out above, and can be summarised as follows:        

excessive noise from construction activities, excessive dust from construction activities, reduced business visibility due to construction hoardings, reduced business accessibility due to construction zones and hoardings, reduced footfall traffic due to confusing construction layout and wayfinding signage, reduced amenity due to construction behaviour, reduction in parking and loading zones resulting in difficulties making service deliveries to businesses. wellbeing impacts because of the above.

Businesses who attended the CLG held on 25th February 2021 and the meeting held on 15th April 2021 stated that the combination of the above impacts has resulted in a reduction in customer numbers, financial concerns and has impacted the health and wellbeing of businesses owners adjacent to CRL construction areas. Concern was expressed over the longevity of impact, where some business owners had been experiencing disruption impacting customer numbers since the start of the Project and are concerned this disruption will continue until the completion of the Project in 2024.

At the meeting held on 15th April 2021, it was explained that the purpose of the SIBD Annual Report is to look at practicable mitigation measures the Link Alliance can implement to mitigate the disruption experienced by businesses. This is outlined in condition 61.2 of the CRL designation conditions, where the objective of the SIBDDWP is to address the following specific issues: 







20

How disruption to access (including pedestrian, cycle, passenger transport and service/private vehicles) for residents, community services and businesses as a result of construction activities will, so far as is reasonably practicable, be avoided, remedied or mitigated.

How the disruption effects that result or are likely to result in the loss of customers to businesses as a result of construction activities will, so far as is reasonably practicable, be avoided, remedied or mitigated.

How the loss and/or relocation of community facilities and the loss or change to catchments associated with these facilities as a result of the property acquisition process will be mitigated; and How loss of amenity for residents, community services and businesses as a result of construction activities will be or has been mitigated through the CEMP20 and other DWPs.

Construction Environmental Management Plan Page 37 | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

8.

Recommendations

Feedback received as a result of the process outlined above, has been analysed to understand areas where Link Alliance can improve during the 2020/2021 construction period. Feedback received highlighted the following key themes: Loading Zones for businesses near construction areas Feedback received highlights issues in relation to loading zones being occupied by construction vehicles and members of the public, compromising service access for businesses.

It is recommended that the Link Alliance: 

  



Ensure contractors are parking in line with the Transport Access and Parking Delivery Work Plan (TAPDWP) prepared for the Aotea Main Works. Frequently notify all contractors (through regular construction briefings or otherwise) that parking in loading zones dedicated to adjacent businesses, is off limits.

Undertake regular audits of the construction site to ensure compliance.

Highlight a contact number for the public to call advising of non-compliance with respect to loading zones, to ensure this non-compliance can be tallied.

Speak with Auckland Transport and advise they enforce any non-compliant loading zone parking.

Work with Auckland Council and Auckland Transport to co-ordinate messaging (map and written dialogue) advising changes to bus routes, general traffic routes and loading bays impacted by the construction works which alter the transport environment.

Wayfinding and business promoting signage Feedback received indicates that promotional business signage, and wayfinding signage has been inadequate and confusing at times It is recommended that the Link Alliance: 

Undertake regular audits of wayfinding and promotional business signage to ensure it is relevant, up to date, and maximises visibility and legibility through construction zones.

Communications on upcoming works Feedback indicated that communication to stakeholders about upcoming works has been insufficient at times.

It is recommended that the Link Alliance:   

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Implement a milestone tracker to provide the community with a good understanding of the construction works, and when major changes are anticipated to occur.

Provide an explanation when mitigation measures suggested by the community are not practical.

Continue to provide the affected community with detailed localised works notifications and information about potential impacts from proposed construction activities using engagement tools, including, in person, on the phone, works notification emails, station newsletters. | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station As the works at Aotea Station progress, Link Alliance is constantly reviewing its communication tools and practices to ensure all members of the community are informed and are heard. It is also acknowledged that some of the community’s concerns are outside of the scope of the Link Alliance, and the Link Alliance is committed to being more transparent about this scope to ensure its responsibility is clear.

Mitigation and monitoring Continue to implement and monitor measures outlined within the DWPs and Management Plans prepared for the Project. 

Of particular relevance is the issue of dust and noise/vibration - Link Alliance will provide additional information on window washing and when this can be undertaken.

Ensure adjacent business owners are made aware in advance of noisy or high vibration works, when practicable.



Community Liaison Group Feedback received indicated that the CLG attendance list may not be representative of the community being impacted by the construction works.  

Review the attendance list of the CLG to ensure it is representative of residents, businesses and wider community impacted by construction works.

Ensure the CLG event is held at a location within the affected community.

The need for greater transparency in the Annual Review process Feedback received indicated that the Annual Report review process has been ambiguous. Clarity about the purpose of the Annual Report, and how feedback received can influence future mitigative actions for the following years construction period, would provide readers with a clearer understanding of the level of impact the project is having on the community and to what degree the mitigation measures put in place by the Link Alliance are working. This can help shape mitigation measures put in place during the following years construction period.

It is recommended that the Link Alliance:    

  

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Identify to the public when the Annual Report will be written.

Implement an SIBD focused meeting / presentation with CLG attendees, seeking feedback specific and relevant to the Annual Report.

Prepare an Annual SIBD survey which will be distributed to the CLG. Undertake consultation with the CLG to obtain their feedback – ‘What mitigation has worked, and what can the Link Alliance do to further mitigate the disruptive impacts being experienced due to construction activities?’.

Clarify what is counted as a ‘complaint’, as feedback received indicated that the statistics outlined within the Annual Report is inaccurate and misleading.

Include a section on ‘concerns’ which records a summary of issues raised by the community that may not meet the formal definition of a complaint.

Clarify what is within the scope of the Link Alliance - what is the Link Alliance able to influence, and what can they not influence?

| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

9.

Conclusion

This Annual Report confirms that the range of mitigation measures (as outlined in the SIBDDWPs prepared for the Aotea Construction Works) have been implemented to manage construction impacts upon the public and affected community. Link Alliance will continue to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the SIBDDWPs. This ensures the public is updated on relevant construction works and can provide feedback, particularly where they are being disrupted by construction activities.

Feedback received on the draft version of this Annual Report confirms that the community is still being impacted by construction activities. This feedback has helped inform recommendations for the Link Alliance to consider throughout the following construction period, to further mitigate impacts and to be better construction neighbours. These recommendations fall under the following broad categories: 

   

Clarity on the location of loading zones for businesses near construction areas, and regular site auditing to ensure contractor vehicles are clear of these areas. Contact with AT to ensure enforcement action is taken upon members of the public occupying these spaces.

Improvements in wayfinding and promotional business signage.

More accurate and up to date communications on upcoming works, so businesses and residents can plan ahead.

Continued implementation of mitigation measures as outlined in the DWPs and Management Plans, and monitoring of the effects.

Review of the CLG attendance list and convenience of meetings

The Aotea Construction Works have occurred (and will continue to occur) along Albert Street, between the intersection of Wyndham Street and Wellesley Street/Mayoral Drive, with various works required along adjacent streets. The area surrounding these works is a dense urban environment with a variety of commercial and residential uses throughout. The complaints register compiled by the Aotea Station Community Manager indicates that the disruptive impacts from noise and vibration, and impacts to businesses, were the main matters raised by the community.

The Link Alliance will continue to implement the range of mitigation measures and are committed to being good neighbours to affected parties. Engagement will continue throughout the duration of the Project and the CLG will meet on a quarterly basis. The next annual report will for the 2020/2021 year.

It is noted that it is not always possible to satisfy all of the community’s concerns relating to the construction activities associated with the Project, given the limits of what is reasonably practicable to mitigate the construction effects of a major infrastructure project. The Link Alliance will, however, ensure that scale, time and likely extent of impacts is communicated to affected parties alongside the implementation of the Delivery Work Plans and monitoring of these and the Designation conditions.

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Appendix A: ISCA Credits Table A-1 identifies the ISCA Credit Requirements relevant to this Annual Report and where they are addressed in the document.

Credit

Requirement

Relevant section

Summary of compliance Effective Communication

Sta-3 level 1

The community has been provided with information that:  was provided in a timely manner  supported community participation  was meaningful and relevant  was accessible

Section 8.4 of the Aotea Main Works SIBDDWP indicates the Link Alliance’s commitment to providing continuous up to date engagement throughout the course of the Aotea Construction Works.

Timely information has been provided to the public and affected community through a range of information tools and channels, to ensure all members of the community has access to useful information about the Project and could provide feedback should they experience disruption. This includes the CRL website, emails, newsletters, 0800 number, information hubs, one to one meetings, CLG’s and surveys. These engagement methods will be ongoing.

Section 8.4 and Section 5 of the Aotea Main Works SIBDDWP indicates the range of engagement tools utilised by the Link Alliance to supply information to, and receive feedback from, affected members of the community. Use of a variety of engagement tools to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process.

CLG’s have been held on a quarterly basis, on 30th September 2019, 19th November 2019, 18th February 2020 and 28th May 2020, and 1st September 2020 and will continue to be held throughout 2021. The CLG discusses a range of topics, for example, the CLG held on 20th September provided a general overview of the Aotea Construction Works that are upcoming, and also provided information on the Aotea station building and entrance locations.

Section 5 and 6 of this Annual Report provides an overview of the feedback received as a result of engagement undertaken during the 2019-2020 construction period. This indicates that

Information sessions were advertised via the monthly Aotea Station newsletter distributed to over 1000 members throughout 2020 (and will continue in 202121) and are open to the public. Sessions had relatively low attendance (additional methods have been used to engage with the affected community, notably through email, social media, letter drops and face to face meetings). A fitted-out container has been erected on Wellesley Street and will be the information hub for Aotea. This information hub will be staffed daily by a member of the team and is expected to increase public drop-in engagement in 2021.

21 Example of the November 2020 monthly newsletter: https://www.cityraillink.co.nz/aoteanewsletter-november-2020 Page 41 | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station once complaints were received, Link Alliance promptly responded and resolved those complaints in most cases.

Community Liaison Group meetings are held on a quarterly basis. Information sessions are held within the Project area on a regular basis. Virtual meetings have been held during COVID-19 restrictions.

The purpose of these meetings was to provide meaningful information to affected parties, and was undertaken in addition to information supplied via website, emails, newsletters, flyers etc.

This helped the community to understand the duration of works and likeliness of disruption and enables affected parties to plan ahead.

Sta-3

This has been verified by:

This Annual Report has been written by a Social Impact Specialist and reviewed

Timely - Notifications about upcoming works (e.g. noisy works) or changes (e.g. access changes) are distributed (targeted to be 10 days in advance of commencement) to enable adequate time for community members to prepare. A “whole of station” newsletter is also distributed to the full community database of more than 1,000 recipients at least once per month.

Upcoming works notification example send out Q4 2020: Wellesley Street & Victoria Street intersection closure switch - Mid 2021 An intersection closure switch will take place in Mid-2021 to allow construction to continue for Aotea Station.

The switch will involve reopening Wellesley Street West, and then temporarily closing the Victoria Street and Albert Street intersection to vehicles. The intersection will always remain open to pedestrians.

The Victoria Street / Albert Street intersection will be closed to vehicles until mid-2023, with the exact timing of the reopening to be confirmed. This timing will also coincide with the streetscape and urban realm improvements for the intersection.

Meaningful and relevant – unsolicited positive feedback has been received from a number of community members about the quality of our communications material and different opportunities to engage with the project. Communications material is differentiated to cater for all various segments of the community (e.g. businesses, residents, workers, landowners), including email, flyers, in-person and telephone. For example, a works update sent out on 10 July 202022, provided a broad overview of the works that are upcoming and what the delivery of new construction equipment means to the progress of the station construction (i.e. bentonite plant, diaphragm walls, utility relocations etc.).

Wayfinding signage has been translated in Te Reo, and the Link Alliance are aiming to provide Chinese wayfinding signage in the near future for some key signs.

This Annual Report has been written by an independent author and reviewed prior to being released to the public. All feedback has been considered and resolved (when

22 Notification about upcoming works (July 2020 example) https://us4.campaign-archive.com/?u=2fcff43b6db35f950e5102892&id=29231f450d Page 42 | 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station level 1 Sta-4 Level 1

 internal management/ reviews/audits The community believe their concerns have been considered and addressed.

by the Link Alliance’s Sustainability Team.

Section 5 and 6 of this Annual Report analyses and reports on the content of matters raised by the community and how Link Alliance has responded to these matters.

possible/practicable) with affected members contacted (refer Section 6 of this Annual Report).

Section 5 of this Annual Report has provided an analysis of the complaints register and how the Link Alliance have responded to complaints. Complaints have been analysed and categorised in order to understand the most common complaints, where they were received and who made the complaint. The register outlines how each complaint has been responded to, Section 6 of this annual report captures the variety of complaints received and Link Alliances response.

Examples: Complaint: Fencing configuration around utilities work blocked access for the business to receive their deliveries that day and no notice had been given.

Response:

Link Alliance went and met with the Manager to discuss various loading zone options and schedule of works. Stakeholder was pleased with response and had no further complaints.

Complaint: The owner complained the pedestrian bridge installed in front of her business was blocking visibility of the business and customers were having difficulty locating her store.

Response:

The Link Alliance dismantled and reinstated the pedestrian bridge and moved the key lock beside the door. The stakeholder is happy with the outcome and no further complaints have been made.

A review of the matters raised by the community indicates that Link Alliance have responded promptly to concerns, and that the majority of impacted stakeholders are satisfied with this response.

This has been verified by:  internal management/ reviews/ audits OR

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This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance Engagement and Sustainability Teams.

| 2019-2020 SIBD Annual Report - Aotea Station

This Annual Report has been written by a Social Impact Specialist and reviewed prior to being released to the public. All feedback has been considered and resolved (when possible) with affected members contacted (refer Section 6 of this Annual Report).

SIBD Annual Report – Aotea Station

Appendix B: Site Walkover Photos

Image 1: ‘Permanent’ hoardings with artwork, informative signage about Aotea Station, and Perspex windows for visibility.

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Image 2: Vehicle crossing installed by the Link Alliance. Enabled continued access for resident car parking.

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| 2019-2020 SIBD Annual Report - Aotea Station

Image 3: Recently installed permeant’ hoardings with Perspex windows outside ‘Da Vinci’s’ restaurant and ‘Roma Blooms’ florist. Artwork is planned to be installed on the façade.

SIBD Annual Report – Aotea Station

Image 4: Business signage erected above construction hoardings to enhance visibility.

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Image 5: Promotional signage. Making the community and commuters aware businesses remain operational adjacent to construction activities.

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Image 6: Temporary street bins installed by Link Alliance Page 48

| 2019-2020 SIBD Annual Report - Aotea Station

Image 7 and 8: Local artist, Paris Kirby, paints hoardings on Albert Street

SIBD Annual Report – Aotea Station

Image 9: Public site tours begin at the station’s information centre on Wellesley St

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| 2019-2020 SIBD Annual Report - Aotea Station

SIBD Annual Report – Aotea Station

Image 10: Local procurement from businesses. Doughnuts for the construction team.

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| 2019-2020 SIBD Annual Report - Aotea Station