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

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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, Link Alliance defines a complaint as: how they are registered, what counts as a An expression of dissatisfaction about an issue that requires complaint. 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. Page 31 | 2019-2020 SIBD Annual Report - Aotea Station

Will Link Alliance relocate businesses impacted by construction works?

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.

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

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.

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.

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. 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

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

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) Link Alliance Response

Noise and Vibration

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

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

Air Quality

Dust from construction activities is dirtying windows of nearby businesses and is being inhaled by locals. Link Alliance will work with the construction team to ensure these measures are implemented where needed and removed when not needed.

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

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.

Access and Parking

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.

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.

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What is being done to maintain access for people with prams and disabilities in areas next 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.

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?

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)?

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. 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 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.

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.

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.

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

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.

Link Alliance Response

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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 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. 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. 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.

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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. 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.

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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:

 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.

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