Te Waihorotiu SIBD Annual Report 2022-2023

Te Waihorotiu Station Social Impact and Business Disruption Delivery Work Plan 2022 – 2023 Annual Report

Revision: Final Date: 27 November 2023

Page 1 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Document title This document is uncontrolled when printed. This document should be printed in colour

Revision Status Revision

Date

Version details

Prepared By

Approved By

1

9 October 2023

Draft for CLG comment

Annabelle Osborne / Kate Symington

John Daly

2

27 November 2023

Final

Annabelle Osborne / Kate Symington

John Daly

Approval Status Name/Title

Signature

Date

Prepared by:

Annabelle Osborne Planner

9 October 2023

Prepared by:

Kate Symington Principal Planner

9 October 2023

Reviewed by:

John Daly

9 October 2023

Approved by:

Jason Haggerty Environmental Manager

27 November 2023

Page 2 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Table of contents 1. Introduction ............................................................................................. 5 1.1

2

Te Waihorotiu Station .............................................................................. 7 2.1

3

4

3.1

Information Reviewed ................................................................................................. 10

3.2

The Mitigation and Implementation Plan ..................................................................... 11

Community and Business Profiles .......................................................... 13

7

Community Profile ...................................................................................................... 13

4.1.1

Auckland’s Homeless................................................................................................ 14

4.1.2

Pedestrian Counts .................................................................................................... 17

4.1.3

Site walkover ............................................................................................................ 17

Development Response ......................................................................... 19 5.1

6

Summary of Key Construction Works ............................................................................. 7

Annual Report Methodology.................................................................. 10

4.1

5

Structure of the Annual Report ...................................................................................... 5

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

5.1.1

Weekly Site Audit ..................................................................................................... 19

5.1.2

Be Lab Midtown Interim Report .............................................................................. 19

5.2

Proactive Development Response Measures ................................................................ 20

5.3

Quarterly Survey ......................................................................................................... 21

Overview of Matters Raised by the Community ..................................... 23 6.1

Overview .................................................................................................................... 23

6.2

Complaints .................................................................................................................. 23

6.2.1

Summary .................................................................................................................. 23

6.2.2

Complaint by Impact Theme .................................................................................... 23

6.2.3

Method of complaint ............................................................................................... 24

Link Alliance Response to Matters Raised by the Community ................ 25 7.1

Noise and Vibration..................................................................................................... 25

7.2

Business Disruption ..................................................................................................... 26

7.3

Access and Parking ...................................................................................................... 26

7.4

Amenity, including Air Quality and Light ...................................................................... 27

7.5

Servicing and Deliveries ............................................................................................... 27

7.6

Safety ......................................................................................................................... 28

Page 3 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

8

7.7

Visibility and Wayfinding ............................................................................................. 28

7.8

Communication ........................................................................................................... 28

7.9

Stress and Financial Concerns ...................................................................................... 29

Feedback Received................................................................................. 30 8.1

Feedback from Community and Development Response Managers .............................. 30

8.2

Feedback from Door Knocking Engagement Exercise .................................................... 30

8.3

Community Feedback on Business Disruption .............................................................. 31

8.3.1

Heart of the City ....................................................................................................... 31

8.3.2

CLG Feedback ........................................................................................................... 32

8.4

9

CLG Feedback on the Annual Report ............................................................................ 32

Recommendations ................................................................................. 34

10 Conclusion ............................................................................................. 35 Appendix A: Previous Recommendations..................................................... 38 Appendix B: Site Photos ............................................................................... 41 Appendix C: Infrastructure Sustainability Rating .......................................... 47 10.1 Sta-3 Effective Communication .................................................................................... 47 10.2 Sta-4 Addressing community concerns ......................................................................... 51

Page 4 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

1. Introduction The City Rail Link (CRL) project (the Project) comprises the construction of a 3.4km twin-tunnel underground passenger railway up to 42m below Auckland’s city centre. It will transform the downtown Waitematā Station (Britomart) 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 (Te Waihorotiu Station and Karanga-a-Hape Station) and Maungawhau Station will be redeveloped.

Each stage of the Construction Works for Te Waihorotiu Station (referred to collectively as the ‘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 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 2022/2023 Te Waihorotiu SIBD Annual Report (Annual Report) provides an overview of the changes that have occurred to the SIBD environment since the commencement of the Te Waihorotiu Construction Works and analyses matters raised by the community and how these have been responded to.

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

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

Section 2:

Te Waihorotiu 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 and Business Profiles: Reviews information relating to the Community Profile and Demographic Profile.

Section 5:

Development Response: Overview of Link Alliance development response initiatives.

Section 6:

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

Section 7:

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 Te Waihorotiu 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).

Page 5 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Section 8:

Feedback Received: provides an overview of the feedback received during the 2022/2023 construction period.

Section 9:

Recommendations: outlines areas where Link Alliance can improve during the 2023/2024 construction period.

Section 10: Conclusion.

Page 6 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

2 Te Waihorotiu Station Once completed, the Te Waihorotiu 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 Te Waihorotiu Station construction, works will be undertaken in a staged manner. These Construction Works have been authorised by four separate Outline Plan Packages, with Construction Works expected to continue until the completion of the Project. The Construction Works have been staged as follows: Table 1: Staging of the Construction Works

Construction Works Stage 1 to 3 (authorised by OPW60345651)

Description Canopy removal, network utility relocation and site establishment works.

Date Approved 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 Te Waihorotiu Station and associated above ground structures. Tunnel boxes for the rail tracks and structural fitout, and internal and architectural finishings.

8 May 2020

Public Realm Reinstatement works (authorised

by OPW60389911)

Reinstatement of urban realm areas.

16 February 2022

2.1 Summary of Key Construction Works

Page 7 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

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

Complete the work commenced in December 2019 to late 2022.

The work commenced in early 2020 and is scheduled to continue through to 2025.

The work commenced early 2023 and is scheduled to continue through to 2025

SIBD Annual Report – Te Waihorotiu Station The following outlines key construction activities occurring during the various stages of the Construction Works. A detailed account of the Construction Works is provided in the Construction Environmental Management Plan as relevant to the stage of works.

It is noted that the 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.

Te Waihorotiu Stage 1 – 3 (Complete) • 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.

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

Te Waihorotiu Stage 4 and 5 (Complete) • 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.

Te Waihorotiu Main Works The Te Waihorotiu Main Works were authorised on 8 May 2020. These works have commenced and will be ongoing until the completion of the Project. The Te Waihorotiu 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 Te Waihorotiu 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.

Te Waihorotiu Public Realm Reinstatement works The Te Waihorotiu PRR Works were authorised on 16 February 2022. These works have commenced and will be ongoing until the completion of the Project. The Te Waihorotiu PRR Works involve: • Installation of new wider footpaths and cycle infrastructure 2 These works will be undertaken in accordance with the Bluestone Wall Management Plan, certified by the Heritage

Advisory Group.

Page 8 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station • • • • •

Installation of new road pavement including loading zones and bus stops Upgrades of new stormwater infrastructure and other utility services Construction of tree pits and tree planting Landscaping works Installation of street furniture

Page 9 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

3 Annual Report Methodology City Rail Link designation condition 61.8 requires an annual report to be prepared to report. 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 SIBDDWPs prepared for each stage of the Construction Works. This report covers the period 1st April 2022 to 31st March 2023.

3.1 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 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 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

Impacts due to COVID-19 restrictions.

Section 4.1.2

Summary of Development Response.

Section 5

Overview of Matters Raised by the Community.

Section 6

Analysis of the complaints received.

Section 6.2

Summary of the Link Alliance’s response.

Section 7

Overview of feedback received through CLG, information hubs, interview with community and development response managers, and through community events.

Section 8

Recommendations for improvement based on feedback received.

Section 9

Page 10 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

3.2 The Mitigation and Implementation Plan A range of SIBD mitigation measures were included in Section 8 of the Te Waihorotiu Main Works SIBD (similar measures were identified in the Stage 1-3 and Stages 4 – 5 SIBD DWPs). These seek to mitigate the SIBD impacts from the Construction Works, and 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. The mitigation measures also apply to PRR works.

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 - Te Waihorotiu Main Works SIBDDWP Section 8.5 - Te Waihorotiu Main Works SIBDDWP Section 8.6 - Te Waihorotiu Main Works SIBDDWP Section 8.7 - Te Waihorotiu 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

Vulnerable Groups

Health and Wellbeing

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.

Measures to assist in dealing with rough sleepers, antisocial 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 (including free access to EAP services) which may have been impacted from construction activities. Multiple channels used (pamphlets,

Page 11 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Section 8.8 - Te Waihorotiu Main Works SIBDDWP Section 8.9 - Te Waihorotiu Main Works SIBDDWP Section 8.10 - Te Waihorotiu Main Works SIBDDWP Section 8.11 - Te Waihorotiu Main Works SIBDDWP

Section 8.12 - Te Waihorotiu Main Works SIBDDWP

Section 8.13 - Te Waihorotiu Main Works SIBDDWP Section 8.14 - Te Waihorotiu Main Works SIBDDWP

SIBD Annual Report – Te Waihorotiu Station

Development Response Plan (DRP)

Business Disruption mitigation

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.

Page 12 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Section 8.15 - Te Waihorotiu Main Works SIBDDWP

Section 8.16 - Te Waihorotiu Main Works SIBDDWP

SIBD Annual Report – Te Waihorotiu Station

4 Community and Business Profiles Information contained within the Te Waihorotiu 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 Community Liaison Group (CLG), information hub, survey and development response feedback, outlined in Section 8.

4.1 Community Profile The 2018 census is the most up to date census data available. The demographic profile outlined in Section 4.3 of the Te Waihorotiu 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 Te Waihorotiu Main Works SIBDDWP, datasets for Statistical Area 1s (SA1s) have become available; SA1s provide more detailed information about population characteristics than is available at the SA2 level.

Figure 1 below outlines the SA1 datasets relevant to the area occupied by the 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 Construction Works area). Comparisons are outlined in order to indicate changes between the 2013 and 2018 census years. It is noted that the 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 and the subsequent lifting of restrictions. Information and statistics relating to SIBD impacts due to COVID-19 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 4 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).

Page 13 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

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

4.1.1 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 Te Waihorotiu 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.

Page 14 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu 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

405

132

168

159

294

78

2018 498

120

138

114

318

96

25.7

30.3

29.2

28.4

27.5

31.1

2018 26.6

32.9

29.0

30.5

29.4

32.9

Household number 2013 2018

Ethnicity (number of people / percentage) 2013 2018

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

174

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%)

69

63

63

162

48

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

Page 15 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station 7005286 – Albert Street, Durham Street, Queen Street and Wellesley Street 7005296 – Swanson Street, Albert Street, Kingston Street and Hobson Street

177

870

339

1044

28.3

24.6

27.5

26.8

54

411

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%)

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 (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%)

n/a

n/a

n/a

7005299 – Federal Street and Mayoral Drive

99

81

28.5

31.5

51

51

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

7005303 – Wellesley Street, Queen Street, and Mayoral Drive

0

3

n/a

n/a

0

0

n/a

Total 2382

Total 2751

Median 28.4

Median 29.4

Total 1095

Total 1239

Total

Page 16 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

n/a

n/a

SIBD Annual Report – Te Waihorotiu Station

4.1.2 Pedestrian Counts Construction works continue to impact on access along Victoria Street and Albert Street; however pedestrian counts were generally higher than the previous year. This is likely due to people returning to work in the city following the lifting of Covid-19 restrictions. There was some continued impact of restrictions which were in place up until April 2022 which impacted the Auckland Region. The dates of key restrictions are summarised in Table 5.

Table 5: Summary of lockdowns for Auckland Region during 2022

Date 23 January 2022 – 13 April 2022

Description Red light setting

Restrictions • International travel restricted • Domestic travel permitted • Public facilities, education and businesses open with capacity limits based on 1m distancing • Working from home if practical

Figure 2: Pedestrian counts at several locations around the Te Waihorotiu site January 2021 to April 2023

4.1.2.1 Business turnover During the reporting period between 1 April 2022 and 31 March 2023 approximately 2 small businesses have closed or relocated from the site area. CRL does not have data on why these businesses left, but it is noted that CRL works may have been a contributing factor to these closures, as well as COVID-19 restrictions and wider economic considerations. In addition, there have been 2 new openings across the site, with new businesses leasing areas where other businesses have closed.

4.1.3 Site walkover A site walkover was undertaken on 21 July 2023. This involved walking the perimeter of the site to observe ground floor premises adjacent to the Te Waihorotiu Construction Zones, wayfinding and signage and evidence of development response measures. The site walkover was mainly focused on Albert Street and in particular the Victoria Street intersection where construction works are focused.

Page 17 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station The site walkover identified that construction works are occurring on existing pavement areas and in proximity to businesses with diversions and reduced accessways along both Victoria Street and Albert Street. Some sections of Victoria Street and Albert Street are closed to traffic.

As part of the site walkover it was evident that recommendations from the previous SIBD Annual Report and also the Accessibility Assessment had been implemented. This included updated, large format business signage, directional wayfinding signage, business directory maps and additional lighting and CCTV/security signage. The site was clear of obstructions and traffic controllers were in place at crossings.

The site walkover included the Te Pūkaki public information hub on Victoria Street to see the placemaking and information that is available to the public.

Photographs of the site are included in Appendix B.

Page 18 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

5 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 through the construction works whilst also making it easier for teams to deliver projects whilst mitigating impacts on the community.

5.1 Site Audits 5.1.1 Weekly Site Audit The Te Waihorotiu site team undertakes at least weekly audits of the Te Waihorotiu Construction area, broken down into four separate zones - Southern, Central, Victoria Street, and Northern to achieve a more site-specific, focused audit. These audits involve a walkover of each zone by a communications & engagement team member, 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.

Graffiti removal and general safety.

Window cleaning for ground floor businesses on Victoria Street and Albert Street.

Taking down noise mats following completion of noisy works.

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

Weekly site audits enable these issues to be proactively managed and addressed efficiently to maintain the environment around the site.

5.1.2 Be Lab Midtown Interim Report An accessibility assessment was carried out on 27 June 2023 by Be. Lab to identify accessibility and safety issues for pedestrians surrounding the Te Waihorotiu Station works on Mayoral Drive, Albert Street and Victoria Street West.

Overall the report identified strong measures in place to ensure accessibility around the site.

During the audit it was noted that an existing crossing was identified that had a set of Tactile Ground Surface Indicators (TGSI) directing people who are blind or have a sight impairment diagonally across the road into traffic cones. It was recommended that these TGSI are removed and re-laid to direct people in the correct direction.

Further recommendations were made to improve the overall safety and accessibility of the site such as marking temporary ramps with a colour contrast, providing colour contrast where there are extensive areas of heras fencing, removing unnecessary hit sticks and installing directional signage to heras fencing at specific locations.

Page 19 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Following the accessibility assessment changes were implemented to meet the recommendations including installing pedestrian mirrors on tight or narrow corners and where site layout has remained static, replacing temporary fences with solid panels to improve user experience.

5.2 Proactive Development Response Measures Link Alliance has implemented a range of additional measures to mitigate impacts on the affected community. The station activation programme has been informed by communication and engagement with stakeholders and the affected community, and is regularly reviewed and updated based on feedback from community and stakeholders. Examples of proactive measures are below.

Proactive engagement with stakeholders •

Link Alliance seeks to engage proactively with affected stakeholders where they identify that particularly noisy or disruptive works will impact those stakeholders. This includes early notification of works, discussion of timing of works to minimise effects on stakeholders, scheduling and carrying out works to address stakeholder concerns where practicable.

Wayfinding/Behaviour Change •

•

Spatial considerations for paths, edges, site zones, intersections and landmarks are 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 C&E and construction team members continue to assess the needs of pedestrians as the construction site evolves. Examples of wayfinding improvements include: • Changing business access on Albert Street (Wilson Carpark); and • Refreshing directional street signage on major intersections (e.g. Victoria Street and Albert Street).

Activations & Placemaking • •

•

•

A new large Support Local neon sign was installed on Victoria Street near the Elliott Street Interchange to encourage people to visit businesses on Victoria Street.

Art installations and tours of the site, including; • Art in the City October 2022 which included works from local artists installed on hoardings and around the Te Pūkaki information centre. As part of Art in the City walking tours and Late Night Art events were offered in the area.

• Auckland Festival of Photography June 2022 included installation of worker and construction photography on display on hoardings • City of Colour Festival May 2022 large illuminated installation of ‘Pink Flamingos’ around the site, including at the Te Pūkaki information centre as part of city-wide activations Te Pūkaki information centre and enhancements to public spaces in the surrounding area.

The onsite information centre provides details of the project and Construction Works, and the wider area is activated with information posts, planter boxes and decals.

Monthly site tours are available for the local community and members of the public to join.

These tours traverse the perimeter of the construction site with site engineers providing information about the project and works.

Page 20 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station •

New Auckland Future in Progress messaging was installed across site in collaboration with Auckland Council.

Strategic Operations • • •

• •

Link Alliance has installed additional flood lighting and under canopy lighting as well as CCTV and liquor ban signage around the site.

Solid hoardings have been removed where possible and mirrors installed at corners to provide better lighting and visibility.

Link Alliance has installed additional temporary public street bins to replace street bins that have been removed due to construction requirements and provide more opportunities for people to dispose of rubbish and reduce litter.

Relationship developed with Māori wardens, city centre security, local police, Auckland Council and Heart of the City to support safety in the city centre.

An on-site reward system for recognising and encouraging a positive work ethic and neighbourly behaviour within the construction team.

Business support • •

•

• •

• • • • • •

Extended the temporary parking resolution for loading zones on Victoria St (between Federal and Hobson St) and Elliott Street Link Alliance Small Business Support Programme, which provides affected businesses with an opportunity to receive strategic advice from an independent business connector. This is paired with a microgrant to help the business adapt and innovate in response to construction. The microgrant support amount was increased from $2000 to $3000 in 2022.

Promotion of local businesses through the project’s media channels, e.g. Facebook, internal communications (newsletters and toolboxes) and the station’s monthly email newsletter to stakeholders.

Support Local to Win monthly competition to encourages visitation and spending in the local area.

Procuring local where possible (e.g. local printers, local cafes for Link Alliance catering), Link Alliance also purchased food and coffee vouchers for the community, and roses on Valentine’s Day to support local businesses.

Holding CLG meetings at local businesses.

Providing free night-time parking for customers of Victoria Street eateries at Atrium carpark.

Printing and placement of custom business signage across the site.

Ensuring nearby loading zones are available to local businesses and working with businesses to coordinate larger deliveries.

Underground site tours for local business owners to show them the works being undertaken to provide greater understanding of the project and construction works.

Partnered with Heart of the City on running competition give-a-ways sponsored by Link Alliance e.g. International Women’s Day, Mothers’ Day

5.3 Quarterly Survey Link Alliance conducts a quarterly stakeholder satisfaction survey via Survey Monkey. The online survey is sent to stakeholders and is open for two weeks. Link Alliance encourages stakeholders to take part through its regular communication channels.

Page 21 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station The survey seeks feedback on recent experiences engaging with Link Alliance and how effective the Link Alliance is at communicating and responding to complaints and feedback. The survey specifically asks if stakeholders have enough information about the project and its potential effects. The survey also asks about the stakeholder’s ability to contact the Link Alliance if they have a question or issue and how satisfied they are with the ability of the team to respond.

Link Alliance reviews the survey responses and reports the results in the monthly newsletters for each station. Based on the feedback Link Alliance identifies specific actions to be undertaken and those actions are also reported back to stakeholders via the newsletter. The Community Manager is responsible for ensuring those actions are implemented, ideally before the next quarterly survey.

Examples of actions undertaken by Link Alliance in response to survey feedback in 2022/23 include: • • • • • • •

Site improvements such as removing solid hoardings and providing additional business signage Developed translated materials or tools for those who may wish to engage in other languages Ensured the Te Waihorotiu Station public milestone tracker is always up-to-date on the CRL website Reminded site staff to ensure noise protection is installed at all times during noisy works Relaunched the Small Business Support Programme in response to positive feedback from businesses Reviewed consistency of communications from the station team, especially when new neighbours move into the area Continued improvements to site wayfinding.

Page 22 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

6 Overview of Matters Raised by the Community 6.1 Overview In accordance with Section 9.2 of the Te Waihorotiu Main Works SIBDDWP (and CRL designation condition 17) the Te Waihorotiu C&E 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 7 provides a summary of the matters raised by the community and how Link Alliance has responded to alleviate those issues.

6.2 Complaints 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.

6.2.1 Summary For the current reporting period 1 April 2022 to 31 March 2023 there were a total of 67 complaints.

Of the 67 complaints 52 were identified as being adequately resolved, 5 were not adequately resolved, and 10 did not include a response on the outcome.

The average time taken to resolve a complaint was approximately 1.1 days, however the complaints varied in complexity and mitigation required. For certain issues meetings were required to resolve issues or changes to signage which required additional time to implement.

In some instances, complaints related to ongoing construction works. These complaints were responded to and where practical corrective actions were implemented, or explanations were provided on the nature of the constructive works and associated impacts. For example, the C&E team may have visited a business following a complaint regarding noise impacts and installed additional noise mats or taken noise measurements to address the complaint, however ongoing noise and business disruption impacts that will continue for the duration of works.

6.2.2 Complaint by Impact Theme Between 1 April 2022 until 31 March 2023 there were a total of 67 complaints. These have been reported by themes. Some complaints represented multiple themes so the total complaints for each theme will not equal the total number of complaints.

• • • • • • • • •

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

24 complaints were received in relation to business disruption impacts from the Project.

4 complaints were received in relation to impacts to access and parking from the Project.

5 complaints were received in relation to impacts to amenity including lighting impacts from the Project.

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

3 complaints expressed concerns over safety.

3 complaints were received in relation to visibility and wayfinding.

3 complaints expressed concerns about how Construction Works, and construction timing was communicated to affected parties.

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

Page 23 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station A comparison has been made between complaints received in 2022/23, 2021/22 and 2019/20 to identify changes in those impacts reported over time. The comparison shows that noise and vibration and business disruption continue to be the most reported complaints. There has also been a reduction in complaints by proportion, in the themes of access and parking, servicing and deliveries, communication, wayfinding, safety, and amenity.

60

No. complaints

50 40 30 20 10 0 2019/20

2021/22

2022/23

noise and vibration

business disruption

access and parking

amenity

servicing and deliveries

safety

visibility and wayfinding

communication

air quality

Figure 3: Construction Works – Complaints by Impact Theme

6.2.3 Method of complaint The majority of complaints continue to be received from businesses (91.0% of complaints in 2022/23 compared to 82.4% of complaints in 2021/22). There was a lower proportion of complaints from residents (6.0% of complaints in 2022/23 compared to 10.7% in 2021/22) and members of the public (3.0% of complaints in 2022/23 compared to 6.0% in 2021/22).

Table 6: Type of stakeholder reporting complaint

Stakeholder

2019/20

2021/22

2022/23

Resident Business Member of the public Other or did not specify

9.8% 79.4% 6.9% 3.9%

11.0% 82.3% 6.7% 0.0%

6.0% 91.0% 3.0% 0.0%

In 2022/23 the majority of complaints were provided by email (53.7%) and phone (31.3%). Some complaints were received via informal meeting (11.9%). There were a higher number of complaints received by phone compared to 2021/22 and 2019/20.

Table 7: Method of receipt of complaint

Method of receipt

2019/20

2021/22

2022/23

Email

69.6%

75.6%

53.7%

Page 24 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Phone Informal meeting In person Other

15.7% 12.7% 1.0% 1.0%

18.9% 4.9% 0.6% 0.0%

31.3% 11.9% 0.0% 3.0%

7 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 used in response to the complaint. It is acknowledged that the Link Alliance undertakes proactive engagement as part of its development response, however this section discusses the reactive mitigation measures that are implemented following the receipt of a complaint.

7.1 Noise and Vibration The complaint register recorded 43 complaints in relation to noise and vibration impacts from 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 used to resolve / respond to complaints are provided in Table 8 below.

Table 8: Link Alliance response to noise and vibration complaints

Nature of complaint

•

Construction noise disrupting local businesses.

•

Vibration being felt within a neighbouring building.

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 CNVDWP6. − Site specific mitigation options were investigated for example installing additional noise mats and additional hoardings. − Checked mitigation measures were in place and operating as expected. − Provided an update on the timeframes for noisy works. − The stakeholder was contacted and advised about the mitigation measures deployed and informed of a timeline on when works will recommence and be completed. − Internal toolbox presentations / inductions for new workers − The affected stakeholder was contacted and informed about the type of construction occurring, why it was needed and expected duration. − The affected stakeholder was contacted and informed of the updated works duration due to delays. − Noise and Vibration levels were monitored to confirm compliance with CNVDWP. − Site specific mitigation options were investigated for example installing additional noise mats. − Construction methodology was changed to reduce effects.

6 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 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station •

Disruptive noise from construction activities occurring before 6am.

− Contacted the stakeholder to identify the cause of the disruptive noise. − The affected stakeholder was contacted and informed about the type of construction occurring, why it was needed and expected duration. − Briefed contractors and advised them of Link Alliance’s obligations. No noisy activities to occur prior to 7am. − Stakeholder added to regular mailing list to ensure future updates are received.

7.2 Business Disruption The complaint register recorded 24 complaints received in relation to business disruption impacts.

According to complaints received business disruption impacts arise for various reasons. These are mostly associated with the effects of construction noise and vibration (see Section 7.1), lack of wayfinding or signage, inability to access loading zones and Construction Works during peak times.

Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 9 below.

Table 9: Link Alliance response to amenity and customer / business disruption complaints.

Nature of complaint

•

Lack of wayfinding signage

•

Utilities affected by works

•

Timing of works e.g. material deliveries during lunch hours, road closures during peak hours for carpark

Summary of mitigation methods used − New signage commissioned and installed. − Changes to location of signage agreed to improve business visibility and wayfinding. − Contacted impacted stakeholder to inform them why the construction hoardings were required and how long they are needed in the locality. − The water was tested, and the water connection pipe was changed as an added measure. − The stakeholder was contacted by the C&E Advisor and advised of the measures that had been put in place. − Planned works which will be particularly noisy or disruptive are discussed with stakeholder prior to scheduling as part of Link Alliance’s proactive development response measures. − Link Alliance arranged to move deliveries of materials e.g. to outside lunch hours where practicable − Project Engineer and Site Supervisor notified of the importance of maintaining traffic flow around peak times for the carpark. − Additional noise barriers were put in place to minimise noise during the workday.

7.3 Access and Parking The complaint register recorded 4 complaints in relation to impacts to access and parking as a result of the Construction Works.

These complaints were predominantly in relation to 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 10 below.

Page 26 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Table 10: Link Alliance response to access and parking complaints.

Nature of complaint

•

Traffic layout changes impacting access.

Summary of mitigation methods used − Visited the impacted stakeholder and explained the reasoning for the traffic layout. − Raised traffic issue with Link Alliance traffic team who resolved the issue. − Advised impacted stakeholder of changes made to resolve issue. − Raised traffic signal timing with Auckland Transport

7.4 Amenity, including Air Quality and Light The complaint register recorded 4 complaints in relation to amenity and 2 complaints in relation to air quality (dust and odour) and 1 complaint in relation to lighting impacts from the Construction Works.

Amenity impacts included accumulation of dust and dirt and light pollution.

Air quality impacts were from plant and vehicle emissions and wastewater works, as well as minor dust impacts from Construction Works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 11.

Table 11: Link Alliance response to complaints about air quality.

Nature of complaint

•

Dust / slurry from construction activities disrupting businesses and the public.

•

Lighting affecting residents or businesses e.g. shining directly into dining areas Odour coming from worksite affecting business

•

Summary of mitigation methods used − Complaint investigated and cleaning was arranged. − Deployed additional dust mitigation measures (plastic mats to reduce dust impacts. − Informed stakeholder of the improvements made to mitigate dust. − Affected stakeholder was contacted and informed about how the Link Alliance responded to the complaint. − Contacted electrician and arranged for the position of the lights to be adjusted. − Affected stakeholder was contacted and informed about how the Link Alliance responded to the complaint. − The stakeholder was advised a drainage expert was immediately dispatched to fix this private line issue. − The community manager visited the stakeholder in person and informed the issue has been resolved.

7.5 Servicing and Deliveries The complaint register recorded 3 complaints in relation to impacts to servicing and deliveries.

These were predominately in relation to traffic access and construction hoardings impacting on the ability for businesses 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 servicing and deliveries.

Nature of complaint

Summary of mitigation methods used

Page 27 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station •

Lack of access for deliveries and servicing

− Complaint investigated and issue addressed e.g. confirmed the road is still open for local businesses and moving equipment to provide access. − Affected stakeholder was contacted and informed about how the Link Alliance responded to the complaint.

7.6 Safety The complaint register recorded 3 complaints in relation to health and safety concerns due to the Construction Works. Concerns were also raised around antisocial behaviour and safety which were not recognised as meeting the definition of a Link Alliance complaint (being outside of the control of Link Alliance).

Complaints were predominately in relation to no traffic management being in place. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 13 below.

Table 13: Link Alliance response to health and safety complaints.

Nature of complaint

•

Lack of Traffic Management

Summary of mitigation methods used − The stakeholder was thanked for bringing this to attention and it was escalated to the construction manager and traffic team to ensure safety measures were put in place. − Stakeholder contacted and reassured of safety measures in place.

7.7 Visibility and Wayfinding The complaint register recorded 3 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 traffic / pedestrian diversions and how pedestrians and customers found it difficult to locate and access business and amenities. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 14 below.

Table 14: Link Alliance response to visibility and wayfinding complaints.

Nature of complaint

•

Difficulty in navigating through construction zone.

Summary of mitigation methods used − - Stakeholder was advised unnecessary traffic equipment was being removed and that additional business promotional signage has been arranged. − Stakeholder was advised that the business was being included in the Link Alliance’s local promotion campaign to drive visitation / spend to local. − New large format signage installed to increase visibility and wayfinding. − Stakeholder informed on improvements made to wayfinding.

7.8 Communication The complaint register recorded 3 complaints in relation to communication about the Project.

Page 28 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station 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 15 below.

Table 15: Link Alliance response to complaints about project communication.

Nature of complaint

•

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

•

Lack of accurate information.

Summary of mitigation methods used − Planned works which will be particularly noisy or disruptive are discussed with stakeholder prior to scheduling as part of the Link Alliance’s proactive development response measures. − 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. − Escalated issue to Utilities Engineer who provided further detail.

7.9 Stress and Financial Concerns 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 (see Section 6.1). However, it should be noted that members of the community have raised several concerns about stress and financial impacts.

As outlined in Section 8 of this annual report, Link Alliance records ‘concerns’ raised by the community in this report. This includes issues raised by a member of the public to Link Alliance C&E team members that may not meet the definition of a complaint.

Page 29 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

8 Feedback Received This section provides an overview of the feedback received from the following engagement activities: • • • •

Interviewing the Te Waihorotiu Station Community Manager and Development Response Manager.

Door-knocking engagement exercise.

Attendance at information hub events.

Feedback during the most recent CLG event.

Feedback was also sought from the affected community on a draft version of this Annual Report.

8.1 Feedback from Community and Development Response Managers An interview and site walkover were undertaken with the Te Waihorotiu Community Manager (Shaun Sutton) and Te Waihorotiu Development Response Manager (Nicole Borland) on 26 June 2023. The purpose of this interview was to understand the predominant issues raised by the community, and how Link Alliance has responded to those issues. The following outlines the key items raised during the interview: •

•

• •

•

Impacts from noise and vibration were the most common issue raised in the complaints register. This was 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.

Business and wayfinding signage was still an issue although the commissioning and installation of new signage has assisted in helping to address issues raised around business visibility.

Removing the solid hoardings had been positively received and fewer complaints have been received about wayfinding than the previous 2021/22 period.

Changes in hoardings had also resulted in better visibility and improved safety. Improved safety was also supported through a collaborative approach with Heart of the City, City Mission, Auckland Council, Prestige Security, Maori Wardens and NZ Police through meetings and site visits.

The Small Business Support Programme continued to receive positive feedback with approximately 30 businesses taking up the programme at Te Waihorotiu Station.

The interview was followed by a site visit. During this time, Shaun Sutton (Te Waihorotiu Station Community Manager) and Nicole Borland (Te Waihorotiu Station Development Response Manager) pointed out the range of mitigation measures around the construction site. Site photographs are outlined in Appendix B.

8.2 Feedback from Door Knocking Engagement Exercise For the 2022/23 report a ‘door-knocking’ engagement exercise was undertaken at the same time as the site walkover (21 July 2023). As part of the door-knocking exercise businesses were asked for feedback on development response measures during the reporting period.

Page 30 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Eight businesses were visited as part of the door-knocking exercise. One business was visited separately as they were busy at the time of the walkover but wanted the opportunity to provide feedback.

The key concerns raised from the door knocking exercise are set out below:

8.2.1.1 Uncertainty about the future • •

•

Three businesses queried what the new street arrangement will look like and whether there would be operational impacts on the business.

For businesses who have seen an uplift in trade from construction teams, e.g. café and takeaway businesses used by construction staff, it is unclear whether they will be worse off once construction ends.

For businesses who have been adversely affected by the works concerns around a lack of ongoing support or activation of the area once the works are complete.

8.2.1.2 Wayfinding / Loss of foot traffic • • •

Loss of foot traffic was the biggest source of disruption to the businesses visited.

The loss of foot traffic was directly linked to the loss of income resulting in wider issues like financial stress and hardship and poor mental health.

It was noted access was not adequate and people were unable to find the businesses.

Fencing and hoardings were reported as being not easy to navigate.

8.2.1.3 Construction effects including noise and dust •

•

• •

Dust was highlighted as an issue for all businesses but especially food premises and a florist.

Feedback suggested window cleaning was not completed as promised and was not frequent enough.

Noise was also a key concern where it causes disruption for clients. One business owner gave the example of having to lean in close to hear customers, another identified noise impacts to staff health and wellbeing resulting in high staff turnover.

Both dust and noise effects were felt to detract from the area creating a ‘dirty’ or unpleasant environment.

Plant and equipment was reported as being left on site when not in use which resulted in greater visual impacts and the area feeling like a construction site and not a place for businesses.

8.2.1.4 Safety and security •

A number of businesses raised issues in relation to antisocial behaviour around the Te Waihorotiu Station works. This included staff needing to walk through the site at night e.g. to drop off rubbish or as part of their commute.

8.3 Community Feedback on Business Disruption 8.3.1 Heart of the City An interview with Tania Loveridge from Heart of the City was undertaken on 2 September 2023. The key SIBD issues are summarised below.

Page 31 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station • • • • •

Ongoing hardship (financial and wellbeing) for businesses due to reduced turnover and foot traffic.

Localised support programmes, including the Small Business Support Programme and procurement practices, appear to be positive and well received.

Link Alliance is responsive to needs/issues that are raised, such as improved lighting, communications, rapid graffiti removal and wayfinding.

It is disappointing that the large neon sign put in place by the Link Alliance to support businesses has had to be removed due to the changing worksite.

The longer-term lack of provision of space for loading and servicing in the area is a significant pain point.

It was also noted by Heart of the City that there were ongoing business frustrations about the Targeted Hardship Fund (THF) administered by City Rail Link Ltd on behalf of project sponsors. In particular, the feedback related to eligibility criteria (set by CRL sponsors) and lack of back-payments to when works started. It should be noted for the purposes of this report that the THF is outside of the scope of the Link Alliance.

8.3.2 CLG Feedback There were a total of four CLG events between 15 June 2022 and February 2023 relating to the Construction Works. CLG presentations and minutes are publicly released and available on the CRL website7.

Key issues raised by attendees of the CLG were in relation to a range of issues including: • • • • • • • • •

Loading zones post-construction and will loading zones be in close proximity to businesses to account for heavy goods and elderly business operators / residents?

What are the timeframes for the fixed hoardings to be removed?

What are the holiday hours for the Christmas / New Year break?

What monitoring and mitigation is in place for noise and vibration and business disruption?

How will works affect businesses or what additional mitigation will be available for businesses?

What are the timeframes for works to be completed and how are utility works being coordinated?

When will window cleaning be carried out next for businesses affected by dust from the works?

Request for more lighting to be installed on Victoria Street, near the intersection with Elliott Street.

Concerns around rough sleepers and graffiti and the impacts on businesses.

8.4 CLG Feedback on the Annual Report The results of the information gathering exercise were presented at the CLG on 18 September 2023 and the opportunity was provided for feedback, questions or concerns. During the meeting the CLG raised the following issues:

7 https://www.cityraillink.co.nz/crl-aotea-community-group

Page 32 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station • •

•

• •

•

Safety and security of the new station, particularly during operation. This included the ability for people to exit the station / receive help in the station.

Servicing and deliveries and the ongoing concerns for businesses around loading zones in the city centre. Businesses felt their needs were not being recognised by the city and the frustration at the impact lack of laoding zones was having on business operations.

It was commented that it was difficult for those business owners / operators who have been affected during construction to be future-looking, and that there was a lack of information provided to businesses around the future for the area.

Concern was raised around the design of the streetscape works which are currently being undertaken and the need for safe and inclusive design.

Businesses were keen to understand what engagement had been undertaken to inform the the station complex and streetscape design, as businesses expressed a concern that insufficient engagement had taken place.

It was noted that some business owners found the design of the station excessively large and potentially difficult to navigate around.

The draft report was also circulated to the CLG for comment prior to the report being finalised. No further comments were received beyond this point.

Page 33 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

9 Recommendations Following a review of the matters raised by the community, via the CLG and the doorknocking exercise, the interview with the Link Alliance’s Community Manager and Development Response Manager for Te Waihorotiu and a review of the complaints register the following recommendations are made: Noise & Vibration Noise and vibration were the most common issues raised in the complaints register. These complaints were mostly in relation to disruptive impacts from noisy construction activities impacting amenity and businesses.

It is recommended the Link Alliance: • • •

•

Continue to educate workers on good neighbour behaviour including minimising noise and vibration through toolbox talks and at construction meetings.

Undertake noise monitoring onsite in conjunction with the environmental compliance team.

Ensure construction works are undertaken in accordance with the designation conditions and as set out in the Construction Noise Vibration Management Plan Condition. This should include a review of noise complaints by the CNVMP authors to ensure that construction noise is being effectively mitigated.

Issue communication material to explain the nature and timing of noisy work to the affected community.

Wayfinding / Loss of foot traffic The location of hoardings, lack of wayfinding and business signage in some areas, and how easy it is for visitors to navigate the site are key issues. In particular, concerns were raised around Victoria Street and the loss of foot traffic on the street.

It is recommended the Link Alliance: • • •

Remove fencing and hoardings as soon as practicable (i.e. once safe and plant and equipment has been removed) to provide better visibility and access for businesses.

Continue to implement a consistent signage strategy to assist with wayfinding and loss of visibility.

Undertake a new accessibility audit to ensure recommendations from the previous audit are being effectively implemented.

Access and Parking The location of loading zones and their proximity to businesses can result in business disruption impacts associated with missed, delayed or difficult deliveries.

It is recommended the Link Alliance: •

Continue to work with AT on wider plans and policies for loading zones to support businesses in the Te Waihorotiu construction area.

Page 34 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station •

Continue to receive and respond to feedback on loading zones and identify any practicable measures that can be implemented to address this feedback.

Review complaints with the authors of the TAP DWP and identify practical measures to reprovide or to provide communication on alternative loading areas or arrangements.

•

Amenity Businesses noted the impact of dust around their shops and how this detracts from the amenity of the area. A number of businesses noted that window cleaning had been missed or was too infrequent.

It is recommended the Link Alliance: •

Ensure regular window cleaning is undertaken and follow up with businesses once carried out.

Continue to monitor depositional dust in accordance with the DWPs.

•

Uncertainty about the future The uncertainty around what will happen over the next 18 months while streetscape works are undertaken was highlighted as a concern for some businesses. The uncertainty does not allow businesses to plan ahead which can result in stress and frustration.

•

To address uncertainty in the future operation of the station and surrounding area, it is recommended: −

Link Alliance continues to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs. It is recommended that should include information or a series of articles in the monthly newsletter about how the station is likely to operate

−

Present to the CLG on: • •

the engagement undertaken in relation to the design of streetscape works and station complex provide project updates on construction works, the mitigation and construction management techniques Link Alliance has put in place, and any ongoing impacts that the community may experience.

−

AT to provide a regular update at CLG meetings to provide information in preparation for the handover of assets. This will also help build a relationship between AT and the community in advance of station handover by Link Alliance.

−

Continue to work with Auckland Council in the midtown area to coordinate works and ensure consistent messaging across CRL and Te Hā Noa projects.

−

Ensure businesses have information about how they can be involved in activating the surrounding area, after construction is complete (e.g. working with Auckland Council, Auckland Transport, outdoor dining information, etc).

10 Conclusion Page 35 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station This Annual Report confirms that the range of mitigation measures (as outlined in the SIBDDWPs prepared for the Te Waihorotiu Station Construction Works) have been implemented to manage construction impacts upon the public and affected community.

Feedback and information, including complaints received, accessibility and way finding audits, concerns raised during interviews and CLG meetings, have been used to review the effectiveness of the range of SIBDDWPs mitigation measures that have been implemented to manage construction impacts for the affected community, including businesses and residents, within the Te Waihorotiu Station area.

Key findings are identified below: •

Weekly site audits continued to be used to proactively manage minor construction issues around the site.

•

An accessibility assessment was carried out to identify key areas that require attention as they have a direct impact on either the safety and/or usability of the public areas for people with access needs. The recommendations made in this report were used to improve accessibility and user experience around the site.

•

A range of proactive development response actions have been undertaken including:

•

−

Proactive engagement with stakeholders e.g. around scheduling of noisy or disruptive works

−

Improved wayfinding signage at key locations around the site

−

Sponsored events and an activation programme to attract visitors to the area

−

Te Pūkaki information centre and site tours to provide information and answer questions from the local community

−

Business support through promotion of local businesses and use of local procurement, small business support programme, business signage and visibility and ensuring loading zones are available for businesses

The majority of complaints received were in relation to disruptive impacts from noise and vibration and business disruption.

There has been progress on recommendations from the 2021/2022 report, namely: •

Improvements in wayfinding and promotional business signage

•

Collaborative approach with Heart of the City, City Mission, Auckland Council, Prestige Security, Maori Wardens and NZ Police through meetings and site visits

•

Extended the temporary parking resolution for loading zones on Victoria St (between Federal and Hobson St), and on Elliott Street

•

Continued implementation of mitigation measures as outlined in the DWPs and monitoring of noise and vibration effects

Additional recommendations for Link Alliance have been made in this report include: •

Remove fencing and hoardings as soon as practicable (i.e. once the construction works are complete and equipment is no longer required) to provide better visibility and access for businesses.

Page 36 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station •

Continue to engage with the affected community and provide information on the nature of upcoming works, planned mitigation measures and construction management techniques to manage construction impacts, and residual impact the community may experience.

•

Include a regular AT update at CLG meetings to provide information on issues in preparation for the handover of assets.

•

Continue to work with Auckland Council in the midtown area to coordinate works and ensure consistent messaging across CRL and Te Hā Noa projects.

The Link Alliance should continue to implement the range of mitigation measures identified in the SIBD DWP and associated DWPs. Link Alliance should continue to engage with the community and key stakeholders through the CLG and the various engagement tools outlined in the SIBDDWPs. 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 should, 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.

Page 37 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Appendix A: Previous Recommendations The previous SIBD Annual Report made several recommendations for Link Alliance to consider in terms of business disruption and the annual report process. These are summarised below in Table A-1.

Recommendation Antisocial behaviour • Support, where relevant, neighbourhood police, Auckland Council, Heart of the City, Auckland City Mission to promote a collaborative approach to addressing antisocial behaviour in the city centre as set out under section 8.12 of the SIBDDWP. This may include: o Link Alliance participation in relevant agency meetings to discuss the issues raised by the community around the construction areas. o Updating the CLG on the outcomes of the meeting.

• A Crime Prevention Through Environmental Design (CPTED) audit is recommended to identify any areas where there is the potential to improve perceived safety impacts

Observation • • • • • • • •

Wayfinding and visibility • Update wayfinding signage to include nearest public amenities (e.g. public toilets).

• Implement additional placemaking and activation initiatives for Victoria Street. The objective should be to encourage foot traffic along Victoria Street from both Queen Street and Federal Street in a safe and accessible way.

• • • •

Page 38 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Visibility has significantly improved – more flood lighting, removal of solid hoardings where possible, fences left open where possible (reduced scrim) Construction team removes noise mats at night for safety and visibility Collaborative approach with Heart of the City, City Mission, Auckland Council, Prestige Security, Maori Wardens and NZ Police through meetings and site visits More signage installed to help prevent crime – “CCTV in operation” & “Liquor ban area” More public bins installed Mirrors installed on site to help pedestrians turning around corners on walkways.

Wider footpaths installed where possible CPTED audit was not completed as the areas that were identified as key recommendations were raised with NZ Police, and these site walkarounds have been completed.

Large “Support Local” neon sign installed on Victoria Street, which has been prominent in the area aiming to draw pedestrians up from Queen Street New “Shops Open” scrim designed and rolled out across site Pink wayfinding has been updated to include landmarks (e.g.

SkyTower, District Court, AA Centre, public amenities etc) New range of activations launched in the area surrounding Te Pūkaki.

SIBD Annual Report – Te Waihorotiu Station

Access and parking • Undertake a review of community feedback on loading bays with the TAP DWP authors and subsequently identify any practicable measures that can be implemented to address this feedback.

Noise and vibration • Undertake a review of noise complaints with the noise and vibrations technical specialists who authored the Noise and Vibration Delivery Work Plan and implement any practicable mitigation recommendations.

• •

• • • •

Community engagement • Undertake steps to encourage wider participation in the CLG through: − Consider if any further changes could be made to CLG, to ensure it continues to meet the requirements of Condition 7 of the designation conditions − Continue to provide an option for members to attend online (particularly if COVID-19 impacts and restrictions continue) − Proactively advertise the CLG as an engagement opportunity to the affected community to encourage diversity in membership • Communication is key to mitigating many social and business disruption impacts, as it allows the affected community to plan ahead and to understand the nature, timing and scale of Construction Works. It is recommended the Link Alliance: • 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, Page 39 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Worked with AT on parking enforcement in the area to ensure enough available loading zone capacity for local businesses/residents Extended the temporary parking resolution for loading zones on Victoria St (between Federal and Hobson St), and Elliott Street.

Continued to educate workers on noise and vibration through toolboxes and at construction meetings Attended noise monitoring undertaken onsite, in conjunction with environmental compliance team Good neighbour posters rolled out across site Notified stakeholders in advance of noisy works

• • • •

•

•

CLG attendance has increased during this time period as these meetings have shifted focus to streetscape works.

Link Alliance proactively advertises the CLG – calendar invitations, face-to-face reminders by the C&E team, external newsletter.

Generally, more face-to-face engagement on a daily basis during streetscape works.

Streetscape presentations for CLG and information packs for the community. The information packs were tailored to the community to make them easy to understand, i.e. the streetscape works were split into clear packages/stages.

The streetscape works are recognised as being particularly disruptive and specific information has been provided to stakeholders on these works and the likely effects. This has included photos and videos demonstrating to stakeholders what these works entail.

Translator in the team – helped engage with the community when English is not their first language.

SIBD Annual Report – Te Waihorotiu Station

•

and station newsletters. This will be particularly key where works will be noisy or disruptive and impacts cannot be completely mitigated.

As construction progresses, continually review current methods of engagement with the affected community regarding social impacts and business disruption, to ensure ongoing practice remains up-todate and reflective of community needs.

Page 40 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

•

Have updated the website with a milestone tracker to showcase progress to public more visibly by providing on the website.

SIBD Annual Report – Te Waihorotiu Station

Appendix B: Site Photos These photos were from the site walkover over on 21 July 2023.

Figure 4 Wayfindings and hoardings around the site.

These photos were from Link Alliance activations during the period to show development response initiatives.

Page 41 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Figure 5 Te Pūkaki information hub on Victoria Street provides resources for the public and images and videos on the CRL Project. The city of colour festival flamingos can be seen.

Figure 6 Art in the City tour.

Page 42 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Figure 7 Support local posters advertising vendors in the area can be seen displayed along the hoardings surrounding the site.

Figure 8 Support Local neon sign installation.

Page 43 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Figure 9 Examples of alliance sponsored events - Queen's Birthday celebrations and Lunar New Year celebrations.

Figure 10 Te Waihorotiu Station Community Liaison Group meeting.

Figure 11 Public site tours around Te Waihorotiu Station Page 44 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Figure 12 Public site tours around Te Waihorotiu Station

Figure 12 Safety walks with NZ Police and Auckland Council

Page 45 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Figure 13 International Women’s Day activation with Florist and Heart of the City

Figure 14 Securing and opening up the site for New Year’s Eve Fireworks community celebration.

Page 46 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Appendix C: Infrastructure Sustainability Rating The City Rail Link Infrastructure Sustainability Technical Manual has been developed by the Link Alliance based on the Infrastructure Sustainability Council (ISC) tool to evaluate the sustainability of infrastructure across design, construction, and operational phases. To support the self-assessment submission the SIBD Annual Report will be included as evidence for Sta-3 and Sta-4.

10.1

Sta-3 Effective Communication

Credit

Benchmark

Sta-3

The community has been provided with information that: was provided in a timely manner supported community participation was meaningful and relevant was accessible AND This has been verified by: internal management/ reviews/ audits OR community feedback with 65-80% support

Level 1

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

Section 8.4 and Section 5 of the Te Waihorotiu 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 to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process.

Section 8.4 of the Te Waihorotiu Main Works SIBDDWP includes: • • • •

Courtesy visits and / or email updates to businesses Project progress meetings undertaken with businesses, to confirm project programme and when scheduled works will take place Provision of advance notice to businesses on the scope of works on a regular basis in line with the Communication and Consultation Plan Engagement with the affected community, via: • Works notification and works updates • Local drop-in sessions • Monthly email newsletters • On-site signage for key traffic shifts • Project update information sheets • Digital communications including website updates and social media updates • Advertising and campaigns for major traffic shifts.

Timely information has been provided to the public and affected community through a range of engagement tools as outlined above to ensure all members of the community have access to useful information about the Project and could provide feedback should they experience disruption. It is important to recognise that engagement will be ongoing.

Page 47 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station

Engagement method

Implementation

Example

One to one meetings

During COVID-19 lockdowns / alert levels face-to-face visits were limited, however, where possible Courtesy visits and project progress meetings were undertaken with businesses where requested, to provide an update to works or to address concerns or complaints.

Stakeholder complained in regard to the site being unwelcoming and ongoing noisy works..

Works notification and works updates

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. Notifications are also provided in the newsletter distributed to an extensive contact list and made available online.

Examples of work notifications include:

Local drop-in sessions

Information sessions and site tours are advertised via the monthly Te Waihorotiu Station newsletter distributed to over 1500 members and are open to the public.

Information sessions and site tours are held within the Project area on a regular basis.

An information centre has also been established on Victoria Street which provides information and a contact point for the community.

Examples of drop in sessions include public site tours and regular site information sessions held at Te Pūkaki Information Centre. Examples of sessions are shown below:

Page 48 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Onsite meeting was held with the stakeholder where issues were discussed, and a number of on-ground changes were identified which could be implemented to address issues.

•

On 17 March 2023 Link Alliance provided a works update on the passenger concourse level and an indication of what was expected next “…the team is now well into installing the concourse ventilation system, known as the OCE. These steel support frames will run along the full length of the 250m concourse level. Eventually the OCE will connect with the OTE duct line on the station’s platform level below. We are also excited to be preparing for the firs station lift installation happening very soon..”

SIBD Annual Report – Te Waihorotiu Station

Monthly email newsletters

Monthly email newsletters are distributed to all stakeholders on the mailing list maintained by Link Alliance. Newsletters are also made available online.

Monthly newsletters include updates on station progress, events and activation occurring and promotion of local businesses. Example of the monthly newsletter:

On-site signage for key traffic shifts

An independent audit of the temporary wayfinding signage installed by Link Alliance to help users move around the active sections of the Te Waihorotiu Station construction site was undertaken in February 2022.

Example of wayfinding signage

Following the wayfinding audit several changes were implemented

by Link Alliance, including reducing cluttered signage and pink arrows and simplifying wayfinding and where possible, improving visibility into site (e.g. Perspex windows, open fences) to help build public understanding of construction progress.

Project update information sheets

Project information sheets and posters are available on the Link Alliance website. These sheets provide updates of large upcoming works and closures.

Page 49 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

Example of a project information sheet:

SIBD Annual Report – Te Waihorotiu Station

Digital communications including website updates and social media updates

The Link Alliance website is updated regularly, examples of updates include the Wellesley Street & Victoria Street intersection closure.

The update provides an overview of why the closure is required, what the impacts are for users, and what alternatives are in place. The update also notes that businesses continue to operate and provides a map for wayfinding.

Examples of digital communications include: •

•

Digital communication has included short videos of works undertaken at Te Waihorotiu station.

Advertising and campaigns for major traffic shifts.

Advertising for major traffic shifts has been undertaken using multi-channel communication which included posters, updates, newsletters and onsite signage.

Page 50 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

On 27 March 2023 Link Alliance posted pictures to their social media showing the extension of the concrete running tunnel ”boxes” from the downtown Waitematā Station (Britomart) to Te Waihorotiu Station has wrapped up which means the rail track is not far from being installed which marks a major milestone in the CRL project.

On 8 March 2023 Link Alliance provided a social media update which contained a recent video displaying drone footage underground through the construction of the station.

Examples of advertising and campaigns include: •

On 30 June 2021 Link Alliance reminded the public of a major traffic shift. In summary, it stated “…A reminder that the Victoria Street and Albert Street intersection has closed temporarily for around two years to enable our work on the new mid-town [Te Wai Horotiu] station.”

SIBD Annual Report – Te Waihorotiu Station

•

On 8 November 2021 Link Alliance provided the public with a brochure to use to navigate their way on the selfguided art tours around Te Waihorotiu Station as part of Auckland’s Art Week.

In addition to the CRL website, email notifications, and newsletters the Link Alliance provides information via an 0800 number, information centre, Community Liaison Group and quarterly stakeholder surveys.

A fitted-out container has been erected on Victoria Street as an information centre for Te Waihorotiu Station works. The information centre is staffed daily by a member of the team, although the centre was closed for periods during COVID-19 in response to restrictions.

Community Liaison Group meetings have been held on a quarterly basis8 and will continue to be held on a regular basis throughout the period of Construction Works. The purpose of these meetings was to provide meaningful information to affected parties. In 2022/23 the Community Liaison Group discussed a range of topics including upcoming works, urban design plans, mitigation measures.

The benchmark has been verified through internal management and reviews. This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance’s Sustainability Team.

10.2

Sta-4 Addressing community concerns

Credit

Benchmark

Sta-4

The community believe their concerns have been considered and addressed.

AND This has been verified by: internal management/ reviews/ audits OR community feedback with 65-80% support

Level 1

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

8 Meetings were held 29 March 2022, 15 June 2022, 28 September 2022 and 28 February 2023

Page 51 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station

SIBD Annual Report – Te Waihorotiu Station Section 8.4 and Section 5 of the 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.

Section 5.3 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 7 of this annual report captures the variety of complaints received and Link Alliances response.

Example: Complaint: Stakeholder complained that dirt had come through the business front door from streetscape works.

Response: The C&E Advisor arranged for the door area to be cleaned, and an additional plastic mat was put down over the dust in the area. The stakeholder was happy with the solution.

Complaint: Stakeholder complained about the additional lighting installed on hoardings near the business. It was affecting the business at night as it was glaring too much through the window.

Response: The construction team moved this light two panels down to rectify the issue. The business owner is satisfied with the outcome.

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. However, there were stakeholders who remained concerned about the ongoing disruption to their business.

The benchmark has been verified through internal management and reviews. This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance’s Sustainability Team.

Page 52 | 2022-2023 SIBD Annual Report - Te Waihorotiu Station