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guidelines

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LUCENT LONDON

Customer Handbook

CONTENTS — Welcome — Building and facilities — Emergency procedure — Action on discovering a fire — Health & safety — Alterations — Sustainability & environmental — Waste and recycling — Our sustainability strategy — Workplace management — Workplace resources — Landsec | Aspire — Additional information — MYO — Welcome to Victoria — Our properties — Contacts

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WORK MADE PERSONAL. 2

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WELCOME TO

LUCENT LOND ON

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Located in the beating heart of the capital, Lucent is one of the city’s most iconic buildings.

HOW AND WHERE WE WORK MATTERS MORE THAN EVER. Our connected, healthy and sustainable workplaces put our customers at the heart of everything we do for an experience that feels personal.

It’s work made personal because we work in true partnership with our customers to understand their needs so that we can always anticipate and meet them.

By tailoring our approach to suit every customer we partner with, our workplaces respond to what people and communities need to work and be their best.

Our places are sustainable and healthy, where everything is about great experiences for a better workday. Simple and seamless, with brilliant locations, amenities and events for places that have an enduring positive impact for people and the environment.

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LUCENT EXISTS FOR WELLBEING, PRODUCTIVITY AND CONNECTION. IT’S WORK MADE PERSONAL.

From the essentials you need to make your business successful to those little extras that bring a smile, we’ve got it covered.

At Landsec, we are committed to doing the basics brilliantly. Whether it’s providing a warm welcome, powerful digital connectivity, reliable lifts and escalators or efficient waste management, we take care of all the essentials so you can focus on your business.

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Our friendly management teams have processes in place for everything from car parking and deliveries to building alterations. What’s more, you can rest assured that detailed procedures and experienced personnel are in place to ensure your safety and security at all times.

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2250 kVA STANDBY GENERATOR WITH 24/7 FUEL

4-PIPE FAN COIL AIR-CONDITIONING SYSTEM

SHOWER & LOCKER FACILITIES

INTERNAL ATRIUM FEATURE PLANTING

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BUILDING AND FACILITIES When it comes to the daily logistics of your building – from visitor registration to waste collection – here’s what you need to know.

Lucent The buildings are owned and managed by Land Securities Properties Limited.

Our postal address: Lucent One Sherwood Street London W1F 7BL

Nearest stations: — Piccadilly Circus — Leicester Square — Charing Cross

Defibrillator: Security Control Room Tel. 020 3967 6580

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Lucent is a mixed-use development located within the heart of London’s Piccadilly Circus, fronted by the world-famous Piccadilly Lights.

Lucent provides offices, retail and residential apartments. The building comprises ground floor plus 7 storeys, with 2 basement levels. The basement mezzanine houses the end-of-trip facilities, along with plant and operator spaces.

A landscaped atrium, winter garden and terraces provide private amenity spaces for Workplace occupiers. A rotation of artwork adorns the reception walls at ground-floor level, whilst a sculptural staircase leads to the Business Lounge, a space that can be used by office customers, as well as an events space, on level 1.

Security The security for the building is managed by an Estate Security Manager, supported by a Deputy Estate Security Manager and assisted by a team of Security Officers led by a Shift Supervisor, 24 hours a day, 365 days a year. The security team are fully licensed in accordance with SIA regulations. This operation is managed from the Security Control Room (SCR) located on the mezzanine floor.

CCTV cameras are located across the Product platform guidelines development, operated from the SCR by our dedicated security team.

Front of House The reception is operational 24 hours per day, 365 days per year.

A highly experienced front-of-house team manages the area from 07:30 – 17:00, Monday to Friday, with support from the security team outside of these hours. Advanced technology — including lift destination control, visitor management software, access control and speed lanes — ensures a professional, secure and controlled operation.

We ask that visitors are pre-booked via our visitor management system, Bluepoint. This allows us to provide a seamless and professional service.

For any training requirements on this system, please contact Reception@lucentw1.com.

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End-of-journey Facilities

Loading Bay Deliveries

The secure cycle park is located at basement level. There are 201 bicycle parking spaces available, with access from Denman Street, via either a staircase with a bicycle gully or one of two lifts. These spaces are allocated to occupiers, with access being controlled.

The loading bay is located at ground level, with vehicular access from Denman Street. Access is available 24 hours a day, 365 days a year.

Shower and changing facilities, located adjacent to the cycle park, are available to building occupiers. Lockers are allocated and issued to the nominated occupier representative. Occupiers are responsible for the issue of lockers to their employees. A full towel changeover service is provided and monitored throughout the day. The changing rooms are to be kept clear of all clothes and other belongings, which must be kept in the lockers provided.

The loading bay can accommodate vehicles as follows: — X2 vehicles with a clear height of 3.8m.

— X1 vehicles with a clear height of 4.2m.

For loading bay deliveries, the delivery vehicle and time of delivery must be registered via Autobay, our loading bay management system. For more information, and to be provided with login details for the system, please contact SecuritySCR@lucentw1.com.

The security team will endeavour to facilitate your deliveries at all times.

To ensure that a delivery is not turned away, please utilise Autobay to advise of a delivery with at least 24 hours’ notice. Occupiers should provide a list of regular daily or weekly deliveries to the security team so they can be incorporated into the daily schedule. The Loading Bay Security Officer will staff the post between the hours of 07:00 and 19:00, Monday to Friday. A banksman

will direct delivery vehicles to an allocated bay where unloading/loading will take place. Occupiers are to arrange for their deliveries to be taken to their demised area immediately upon arrival.

Deliveries, other than courier packages, will not be accepted or signed for by members of the building security team.

The loading bay is not to be used for the storage of goods, only for unloading and loading. Only the goods lift can be used to transport deliveries to an occupier’s demise. Deliveries arriving out of hours will only be accepted if there is a staff member on site to sign for and take delivery of the item, unless specific arrangements have been made with the security team.

Cycle Courier Deliveries / Post All cycle couriers will deliver to the post room located on the ground floor, with access via Denman Street. The delivery/ package will be received and signed for by the security team. The post room will notify the occupier once the package is ready for collection.

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Housekeeping - Cleaning

Pest Control

A cleaning Service Partner provides cleaning to all common areas of the building in addition to the basement areas, loading bay and cycle and shower facilities. Our cleaning team is tasked with providing the highest standards of cleanliness, service and customer care at all times and works to a shift pattern suitable to the operational demands of the building and our occupiers. A quarterly external window-cleaning service is also provided as part of building services.

A regular pest control regime is in place for the common areas of the building. Occupiers are strongly advised to arrange for pest control inspection within their own demise.

Waste Management Occupiers are requested to segregate waste at source. A waste store is located within the basement; all waste should be brought to the waste store by an occupier’s nominated cleaning service provider. The onsite cleaning team will be responsible for manoeuvring the bins to the loading bay when the waste vehicle arrives on site. There is a dedicated waste lift within the east core that travels from the ground floor to the basement.

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No Smoking Policy All parts of Lucent have been designated as ‘No Smoking’ areas.

Occupiers should not permit their staff to smoke immediately outside of the entrance to the building. The front-of-house staff have instruction to ask anyone smoking immediately outside to move away.

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EMERGENCY PROCEDURE Understanding our emergency systems and response, as well as your responsibilities, is key to staying calm and safe during an incident.

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Lucent follows a phased evacuation regime. On the office levels the system will operate what is known as a ‘double knock’ operation, whereby activation of a single detector will send an alert to the fire alarm panel, prompting the security team to investigate. There is an investigation period of four minutes.

A ‘double knock’ will be due to:

up the building away from the fire floor (two floors at a time) to the top of the building and then down the building (two floors at a time). The basement levels will evacuate simultaneously.

— Two smoke detectors activating; or

The ground-floor lobby area will also be evacuated in the first phase. Detection of fire within the basement levels will not cause an alert or alarm signal to be sounded automatically in all areas of the building. Should there be a need to evacuate these areas due to a fire in the basement, this will be initiated manually by the management team in the fire control centre or automatically if smoke spreads into relevant areas or is detected above ground. The evacuation process is co-ordinated by the security team. Occupiers are responsible for the evacuation of staff and visitors within their demise; this includes mobilityimpaired persons. Fire Marshals are to report to the security Incident Control Officer (ICO) at the designated muster point to confirm that their floor is clear.

— A single heat detector activating; or — A single sprinkler head activating; or — A manual call point being activated; or — The investigation period timing out without the alarm being cancelled; or — The alarm being manually confirmed by the Seek & Search Security Officer during the investigation period.

On activation of an alarm on any one level, that level will be put into alarm with the rest of the building put into alert, i.e. a signal will sound, and an automated voice announcement will instruct staff to stand by, alerting customers to the presence of a fire on another floor but directing them not to evacuate until told to do so. The evacuation sequence of the subsequent floors after the first phase will be carried out 2 floors at a time. The evacuation sequencing is automatic and will cascade

Please note: those occupying more than one floor with an internal staircase are managed as one single floor.

In the case of an emergency the lifts will be grounded, except for fire lifts, which will be under the control of the Fire Service.

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ACTION ON DISCOVERING A FIRE Familiarise yourself and your colleagues with the steps required to ensure the safe evacuation of everyone from your building.

If you Discover a Fire:

On Hearing the Fire Alarm:

— Alert others by shouting FIRE and immediately operate the nearest call point by pressing the perspex glass

— Leave the building immediately, using the nearest safe exit

— Alert security immediately (security are responsible for notifying the Fire Service)

— DO NOT USE THE LIFTS

they can return to the building. In some instances, a customer may choose for their staff not to disperse, in which case a designated muster point is used. At least one Fire Marshal should wait with the ICO to pass on the all-clear message.

— DO NOT STOP TO COLLECT PERSONAL BELONGINGS

Fire Alarm Testing

— DO NOT RETURN TO YOUR PLACE OF WORK

Weekly audibility tests will be carried out every Friday at 11:00.

— Only attempt to extinguish the fire, using the provided appliances, if you are competent and trained to do so and it is safe (please refer to your company policy on fighting fires) — DO NOT TAKE PERSONAL RISKS.

— USE THE NEAREST AVAILABLE FIRE EXIT

— Go to your company’s designated assembly/meeting point and report to your Fire or Floor Marshal (if applicable) — Stay at the assembly/meeting point until the security Incident Control Officer (ICO) announces that it is safe to return — DO NOT RE-ENTER THE BUILDING UNTIL INSTRUCTED TO DO SO Note: If there is time and it is safe to do so: — Close all doors on your way out — Switch off all electrical equipment.

Lucent allows customers to either disperse or muster. So that you are safe from any potential danger and rather than create a large gathering close to the office, it is now recommended that people disperse until the threat has passed. The procedure will be for one Fire Marshal to report that a floor is clear to the ICO and wait at the dispersal point (at least 400m safe distance from the building) until the all-clear is given.

It will then be the responsibility of the company (via whatever multi-address system they use) to inform their staff that

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It is the customer’s responsibility to ensure that the statutory testing of occupier-installed fire alarm systems within their demise is carried out in line with current legislation and relevant British Standards. Prior to testing of any fire alarm, please liaise with the Workplace management team to ensure correct procedures are in place for isolating the system.

Facilities for Persons with Limited Mobility The building and estate have been designed to ensure that the access requirements for persons with limited mobility are considered. All occupiers are asked to advise the Workplace management and security team of the number of employees with limited access and PEEPs (Personal Emergency Evacuation Plans) are to be supplied to the security control room for use in emergencies. We ask you to keep the Workplace team informed of any access problems that they encounter, so the appropriate remedial measures can be considered.

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HEALTH & SAFETY At Landsec we pride ourselves on providing the right environment for everyone to thrive across a very diverse portfolio.

Creating and maintaining the right health and safety culture with visible leadership is key to our success, with our main purpose to provide safe, healthy and secure environments for our customers to work, live, shop and relax in.

We aim to provide safe and healthy working conditions for the prevention of work-related

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injury and ill health and are committed to eliminating hazards and reducing occupational health and safety risks. We are dedicated to continual improvement of our OH&S management system, and to becoming an example of best practice in the practical application of health and safety management.

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Alterations (including those to services) must not be carried out to the structure, except as allowed for in the lease, without the express agreement of the landlord.

Separate drawings, method statement and risk assessments shall be submitted specifically detailing any such work. The specification, methodology and extent of the work is to be to the satisfaction of the landlord.

Customers must not commence works without prior written consent.

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The above procedures do not apply to initial fit-out works and other Cat A works relating to reinstatements. The procedures relating to these works are covered in a separate ‘Fit-out Guide’.

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SUSTAINABILITY & ENVIRONMENTAL Our commitment to wellbeing for today and sustainability for the future means we provide the lifestyle facilities you need and proactively control environmental factors to ensure healthy, green workspaces.

The At Landsec, followingwe’re sustainable fully committed features have to designing been incorporated and managing into our the design assets in of ways Lucent: that enhance the physical and mental wellbeing of our people, customers and visitors, BREEAM and support their productivity.

Lucent has of achieved BREEAM New A number wellbeing features Construction 2018 Outstanding. are available to our customers: This has been achieved through — Air quality – increased focusing on energy performance, outdoor air supply, prohibition ecological enhancement, water of indoor and outdoor smoking, efficiency and low-carbon design. and installation of indoor air quality monitors

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— — PParticulate articulate matter matter and and airborne airborne chemicals chemicals (VOCs) (VOCs) — — CO CO22 and and temperature temperature — — Air Air pressure pressure and and humidity humidity

— Golden Square — St James’ Square — St James’ Park

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and light Lucent existsperformance for wellbeing, productivity and connection.

— Materials – use of healthyTo embed these principles we have features that materials in design include healthy materials selection, — Active commuter facilities physical activity support through highfor active occupants via quality facilities and natural elements cycling infrastructure throughout the building to support — Movement – circulation routes health and wellbeing. and ergonomic workstations

We have worked to actively reduce the embodied carbon emissions used in the construction of Lucent, including the use of selected local, low-carbon materials. There is transparency with the total footprint and emissions are offset so that you can benefit from a low-carbon building.

Energy performance has been designed into the building fabric at Lucent. We have used the Design for Performance (DfP) methodology within the landlord areas to target a National Australian Built Environment Rating System (NABERS) rating of 4.5 Stars.

A NABERS rating is a marketleading rating system that allows us to accurately measure and communicate the environmental performance and efficiency of the building. At Lucent, 100% of electricity is from renewable sources.

— Promotion of mental health and wellbeing via community events and webinars — Promotion of community engagement, diversity and inclusion.

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If you or your business would like a free Recycling Improvement Strategy, we can arrange this through Recorra, our best-in-class Iconography waste management Service Partner.

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OUR SUSTAINABILITY STRATEGY At Landsec we do more than build, manage and operate buildings.

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We’re also working to enhance the health of our environment and improve quality of life for our people, customers and communities — now, and for future generations.

our built environment has a powerful impact on our lives — it is where most of us spend a staggering 90% of our time.

The buildings and construction industry accounts for almost 40% of all emissions. The link between the health of our environment and people is increasingly clear, and

Please reach out to your Workplace Manager for more information on our sustainability strategy and how you can play a part.

That is why at Landsec we build well, live well and act well.

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A PLACE FOR PRODUCTIVITY. 24

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WORKPLACE MANAGEMENT Our dedicated team are responsible for the day-to-day management, health, safety and security of Landsec buildings.

Our aim is to deliver quality management and customer service in a fair and economical manner through attention to detail and a close customer relationship. Our principal objectives are to operate with an open and accessible approach to the provision of managed services, to use resources effectively and to innovate and improve through consultation and involvement.

Our core value is to provide services in an economic and efficient manner that are of measurable benefit to our customers. We will publish a detailed service charge forecast at least one month prior to the commencement of the financial year. We will also endeavour to retender all principal service contracts every three years to ensure value and quality.

All customers are responsible for appointing a representative to liaise with the Workplace Manager to discuss problems and to ensure the

smooth running of the building.

We will acknowledge or respond to correspondence and applications from our customers to assign, sub-let or alter their premises within three working days.

Throughout the year we will formally invite representatives from your company to discuss day-to-day service and quality issues affecting the building. In this way, we shall seek your opinions and ideas as to the future management strategy. You are welcome to contact us at any time should you be seeking clarification as to the provision of common area services or interpretation of your responsibilities under the terms of your lease.

The management team for your building will comprise: — Portfolio Director — Workplace Operations Director — Workplace Manager — Assistant Workplace Manager — Workplace Support Assistant — Workplace Engineering Manager

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This publication has been produced to answer most of the queries that customers may have about the building. Inevitably, there will be some questions that are not covered in these pages. If this occurs, in the first instance please contact the building management team, who will be happy to assist you. You can also find more general information in the Knowledge Base on the AspireAssist portal.

Landsec reserves the right to amend the rules and regulations at any time.

It should be noted that the terms of the lease will always prevail. The Customer Handbook needs to be read in conjunction with the occupier’s obligations in the lease and revisions of this handbook may be issued from time to time.

Meet your team

Jamie Cotgreave

Brad Cordrey

Gabriella Wylie

Jayden Tracey

Workplace Operations Director

Workplace Manager

Assistant Workplace Manager

Workplace Support Assistant

Tel. +44 (0)7734 078 162 jamie.cotgreave@ landsec.com

Tel. +44 (0)7889 804 379 brad.cordrey@ landsec.com

Tel. +44 (0)7562 956 202 gabriella.wylie@ landsec.com

jayden.tracey@landsec.com

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WORKPLACE RESOURCES A wealth of information and expert support is available to you, around the clock.

Landsec Link

AspireAssist

24/7 HelpDesk

A digital information hub for Landsec customers.

Landsec | Aspire offers a 24/7 support service, direct from our Customer Service Centre.

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At Landsec, we are passionate about sustainability!

Want to hear more about how we are working with the local community?

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Did you know we offer serviced offices and additional meeting rooms at MYO? The Landsec Retail icons are clean and contemporary with subtle quirks which tie them in to the other components of the brand.

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Landsec | Aspire is a cohesive team of Service Partners with the same goals, ideals and values. We work together to provide customers with the best possible service within our properties.

We are

Landsec | Aspire

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We believe Aspire takes the customer experience to the highest level and – through teamwork, self-assessment and continuous improvement – offers customers five-star performance to support their businesses.

AspireAssist

24/7 HelpDesk

Landsec | Aspire offers a 24/7 support service, direct from our Customer Service Centre.

LiveChat

HelpLine

Instant contact, at your fingertips.

Call us 24/7 on 0800 121 8100

@ New Support Ticket

Assist Email

Submit a query.

Messages sent directly to our inbox.

How can we help you today? assist.landseclink.com

S E RV I C E S TR E A M S

Cleaning

Security

Lifts & Escalators

Urban Gardening

Engineering

Front of House

Waste Management

IT/Data Services

Catering/ Hospitality

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ADDITIONAL INFORMATION For non-site-specific general information, please see the Knowledge Base section of the Landsec AspireAssist portal.

MY PROPERTY

LANDSEC PORTALS

LANDSEC | ASPIRE

— Business Continuity

— RiskWise Permit to Work User Guide

— Front of House

— Construction Design Management (CDM)

— AspireSecure (URIM)

— Mechanical, Electrical & Building Fabric

— Bluepoint User Guide

— Demarcation of the Demise

— Security

— Emergency Procedure Overview & Evacuation Procedures

KNOWLEDGE BASE

— Cleaning

— Customer Privacy Policy

— Waste Management

— Fire Risk Assessment Overview

— Environment and Energy Policy

— AspireAssist 24/7 HelpDesk

— General Fire Instructions (Fire Wardens)

— Fire Policy

— Health & Safety

— Group Security Policy

— Lift Entrapment Process

— Landsec as Processor

— Occupier Demise Inspection (ODI)

— Pandemic Plan

— Permit to Work System

— Pet to Work Policy

— Using the Concierge Services

— Smoking Policy

— Service Charge Guidance

— Sustainability Policy

— Group Health & Safety Policy

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Your workplace, perfected.

MYO offers exceptional and flexible serviced workspaces. Designed to inspire, with everything curated for the ultimate workplace experience. Dedicated, professional and incredibly welcoming, MYO puts your needs first.

With 6 desk offices to managed self-contained workspaces for up to 200 desks, MYO can provide a permanent home for your business, project space or swing space.

Five-star service...

Services included in our all-inclusive leases:

Communal lounges and terraces exclusively for our members

Privacy booths

On-site concierge

Super fast broadband

Portfolio wide end of trip facilities

Towel service

Three-tiered security

Meeting organisation

Events

Welcoming team

Fully managed

Generous desk per sq ft

In-house design and project management teams

Member experience programme

Access to all locations across the MYO portfolio

MYO does not offer coworking space or day passes. All facilities and amenity spaces are only accessible to paying members.

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MYO Meeting Rooms and Events Portfolio MYO’s collection of seven premium event and meeting room spaces across Central London are perfect for all types of corporate events, for 4 to 200 people.

Exquisitely designed for productivity, wellbeing and collaboration, these spaces reflect how we meet today and support your future ambitions.

Landsec customers receive 10% off all meeting room and event bookings.

Bankside

King’s Cross

Liverpool Street

New Street Square

> 5 bookable meeting rooms for 6 to 16 people

> 7 bookable meeting rooms for 12 to 30 people

> 8 bookable meeting rooms for 5 to 28 people

> 5 bookable meeting rooms for 8 to 20 people

> 60-person event suite available for half day, full day and evening hire

> Penthouse lounge and terrace with views of St Pancras

> Evening event space for up to 100 people

> Ground floor event space for up to 120 people

> 1 minute from Liverpool Street station Victoria Street

> 6th floor lounge with terrace and views of London Eye and Westminster

th

> 8 floor lounge and terrace for 60 people with views of the City and Tate Modern

> Standalone Grade II listed events venue with up to 300-person capacity

Piccadilly

St Paul’s

Victoria Street

> 5 bookable meeting rooms for 4 to 22 people

> 6 bookable meeting rooms for 4 to 22 people

> 5 bookable meeting rooms for 4 to 20 people

> Lounge event space for up to 40 people for evening hire

> Event suite for up to 100 people reception style

> Atrium available for evening hire for drinks receptions for up to 100 people

> Lounge space for evening hire

Designed for how we meet now

Whether you’re looking for meeting room and event space, project space, or swing space, find out how we can help.

Scan the QR code or email sales@myo.co.uk

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CONNECTING COMMUNITIES. 36

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An array of culture.

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WELCOME TO VICTORIA. A POSITIVE PLACE FOR POSITIVE PEOPLE.

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With an abundance of retail brands, eateries and transport connections, vibrant Victoria is a destination that really packs a punch.

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A great choice of restaurants and bar

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PLAN YOUR VISIT At Victoria London is home to the best of the British high street alongside global brands, with everything from food to fashion to fun.

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Publication No. Workplace Customer Handbook - 8570000 Lucent Edition 4.0 (December 2025)

CONTACT For more information, please contact the Workplace team:

BRAD CORDREY Workplace Manager +44 (0)7889 804 379 brad.cordrey@landsec.com 100 Victoria Street London SW1E 5JL landsec.com