
10 minute read
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
Construction noise disrupting local businesses.
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.
Vibration being felt within a neighbouring building.
Disruptive noise caused by use of the Hydro-vac machine.
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.
Disruptive noise from construction activities occurring before 6am.
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.
18 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. Page 25 | 2019-2020 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.
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.
Construction hoardings obstructing business visibility.
Construction noise disrupting businesses.
Construction vibration damaging the floors and disrupting business.
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
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.
Page 26 | 2019-2020 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 Summary of mitigation methods used
Lack of lighting at night. Additional lighting was installed to enhance safety and visibility. Stakeholder contacted and informed on improvements made.
Trip hazard adjacent to construction zone.
Development response team contacted, and trip hazard removed. Stakeholder contacted and informed on improvements made.
Page 27 | 2019-2020 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
Summary of mitigation methods used
Lack of communication in Held face to face meeting with stakeholder. relation to changes made Assured that access would be retained to stakeholder’s outside a business. business and changes would be communicated in advance. Lack of accurate information. 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.
Summary of mitigation methods used
Face to face meeting with stakeholder to discuss alternative loading zone options. Apologised to stakeholder about lack of notice.
Lack of loading zones and cars parking illegally.
Held face to face meeting with stakeholder to discuss loading zone options. Passed information on to Auckland Transport about towing illegally parked cars.
Page 28 | 2019-2020 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).
Page 29 | 2019-2020 SIBD Annual Report - Aotea Station