Aspire One Newsletter - Issue 67 October 2021

ISSUE 67 : OCTOBER 2021

One

The voice of Landsec | Aspire // Bringing our community TogetherAsOne

Ups & downs With KONE responsible for elevation in many of Landsec’s most prestigious buildings, we glance into the life of Aspire’s eco-efficient lift specialists.

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Cover: Olivia Crichton, Key Account Manager at KONE. Right: Celebrating ASPIRE STYLE at The Aspire Beach Ball 2017.

FRIDAY 10.12.2021 HEART OF THE WEST END SEE PAGE

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For information regarding the articles in this magazine contact aspire@landsec.com Landsec, 100 Victoria Street, London SW1E 5JL

+44 (0) 20 7413 9000

aspire@landsec.com

One newsletter is keen to welcome points of view from Landsec staff and Service Partners. Therefore, the views expressed in this newsletter are those of the individual contributors and do not necessarily reflect the views of Landsec. We welcome contributions whether through social media, email, letters or stories. Please forward contributions to aspire@landsec.com

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Lift lobby at 123 Victoria Street.

David Wickens One Editor-in-Chief david.wickens@landsec.com

Kelly Barlow One Editor kelly.barlow@landsec.com

David Wickens Operations Director & Chair of Landsec | Aspire

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As the two-week UN Climate Change Conference (COP26) begins in Glasgow, we can be justifiably proud that Landsec recently came top in the ranking of FTSE100 companies for Climate Reporting and Performance.

With Landsec having signed The Climate Pledge, a commitment to achieve net zero carbon by 2040, every member of the Landsec | Aspire network has a role to play on our sustainability journey.

In this issue of One magazine we take a closer look at KONE, the latest Service Partner to join the Aspire family. You can read how they are harnessing the power of data in their preventive

maintenance programmes to minimize the downtime of lifts and escalators in order to keep people moving across the London Portfolio.

As we were not able to throw our traditional festive knees-up last year, I am delighted to confirm the details for this year’s Christmas party. Make a note of Friday 10th December and Ruby Blue in Leicester Square and let’s make this a night to remember!

We particularly want to celebrate the fantastic work of the entire Aspire community in dealing with the challenges resulting from the pandemic over what is almost two years now. You have all raised your game and we’re incredibly proud of you.

Martin French One Design & Layout martin@tigerbaydesign.co.uk

Heidi Scott One Copywriter heidi@tigerbaydesign.co.uk

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With Government legislation regularly updated, this event will make every

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COVID SAFETY

HEART OF THE WEST END

effort to comply with any social distancing guidelines in place at the time. Details to be confirmed.

FRIDAY 10.12.2021

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LET’S MAKE UP FOR LOST TIME & CELEBR ATE ASPIRE STYLE As we were unable to get together

perfect venue for dancing the night

for our traditional celebration in

away – from 6pm until 3am, in fact!

2020, this year we plan to party

The dress code is smart/casual and

twice as hard!

there will be no drink tokens – simply

The legendary Landsec | Aspire

ask the bar staff for your favourite

seasonal shenanigans will make

tipple, whether it’s beer, wine or

a welcome return on Friday 10th

spirits (sorry, no shots). Food will be

December at the buzzing Ruby

provided throughout the night and

Blue bar in London’s world-famous

there will also be a cloakroom if you

Leicester Square.

want to leave your coat.

Located in the heart of the vibrant

With a party DJ to bang out all your

West End, Ruby Blue is less than a

favourite anthems, this promises to

1-minute walk from Leicester Square

be a fantastic event – just the tonic

tube station. Featuring a balcony

that we all need right now.

with views over the bustling square, the iconic destination for red-carpet movie premières, Ruby Blue is the

WHAT IS ASPIRE STYLE?

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AspireAsOneTeam FOR PREVIOUS ASPIRE STYLE EVENTS ALBUMS

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L ANDSEC LEGEND LE AVING

Farewell to Terry Latchman Having clocked up an incredible 32 years of service, Terry Latchman is sadly leaving the AspireAssist 24/7 HelpDesk.

Terry joined the Landsec | Aspire family on 15 October 1989, initially working for Land Securities Trillium before joining Service Partners Inviron, NG Bailey and then NJC under continual service arrangements. “With all the companies I’ve worked for,” says Terry, “it’s been a pleasure and an honour to work for them and I’ve enjoyed a good rapport with colleagues and customers throughout the years.”

People in the Aspire community who have had contact with Terry in his role as Helpdesk Administrator will be familiar with his commitment to excellence in customer service.

He bends over backwards to resolve issues and keep customers and Aspire colleagues satisfied. “I am driven when it comes to helping people out,” he admits.

His diligence and positive attitude were recognised with not one but two awards in 2019. He won a Player of the Month award in July that year for his role in the launch of the AspireAssist 24/7 HelpDesk and then scooped the Service Delivery award in the Aspire Recognition Awards in December 2019.

He says, “I was very honoured and grateful to receive the awards. They mean a lot.”

Colleagues speak very highly of Terry and he will clearly be missed. “It has been such a joy to work with Terry,” says Shamora Dalhouse, Helpdesk Supervisor. “He keeps us smiling with his wicked sense of humour and he always offers a helping hand. He is the most caring and generous person, and he really does go out of his way to ensure that everyone is OK. Not only that, he tends to spoil us rotten with a cheeky bar of chocolate, delightful biscuits and even lunch.” Katrina Rawlings, Helpdesk Administrator, agrees: “Terry is always willing to support and often brings in little gifts to brighten people’s day. He’s always coming up with new jokes and stories for us all to enjoy.

He knows a lot of people and whenever on the phone, always goes out of his way to ask how they are doing.”

Terry is not retiring just yet – he says it’s a bit early for that – but he’s taking a pause in his working life to do some of the things that he wants to achieve.

These include some accountancy

courses and electrical qualifications, which he says will be for fun and selfimprovement. No doubt Terry will be busy helping others too, as Shamora explains: “He plays a major role in his local community, where he supports various charities, donates food to people in need and helps to organise church events.”

He will also be spending more time on the activities he enjoys: photography, food, travel and listening to all genres of music. In fact, Terry is so passionate about music that he found himself back at BBC Television Centre – where he began his career as a Co-ordinator before joining the Landsec family – as part of the jury for the Eurovision Song Contest in 1998! Shamora says, “We both love reggae classics, and we occasionally have a little sing-along to our favourite songs, while reminiscing about the good old days and our favourite dance moves.”

She adds that Terry “knows how to shake a leg” and recounts the time he performed a Michael Jackson moonwalk in the main entrance of The Zig Zag building!

The HelpDesk team is sending Terry off in style with a farewell meal at his favourite Chinese restaurant.

Everyone in the Landsec | Aspire network applauds your many years of fantastic service, Terry, and wishes you every happiness in this next chapter of your life.

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Vertical elevation specialist KONE recently joined the Landsec | Aspire family, supporting the lifts and escalators workstream with fellow Service Partners, Otis and D2E.

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Michael Nunns, Head of Retail and Leisure at KONE. 030 One Magazine 012

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KONE won a new contract for properties in the London Portfolio in April this year but the company has previously been working with Landsec in the Retail Portfolio for a number of years. Up to 30 KONE engineers – some resident and some mobile – are now maintaining the lifts and escalators at 123 Victoria Street, Nova, One New Change, New Street Square, Dashwood, 55 Old Broad Street and 140 Aldersgate.

Lifts and escalators are technologies that we take for granted but they are the modern-day workhorses in our working and personal lives. As such, they require regular maintenance to operate reliably, ensure safety and avoid bottlenecks in the flow of people within busy office or retail buildings.

In the retail sector issues often arise from escalator misuse, such as dropping rubbish on the steps or sticking chewing gum on the handrails. It tends to be a different story in office settings: “The main call-out reason would be an electrical or technical failure,” explains Olivia Crichton, Key Account Manager for KONE, “but we’ve got a really high first-time-fix rate, which is something we’re quite proud of.” In fact, KONE’s first-time-fix rate for the properties it maintains in the London Portfolio for Q3 was 91.28%. “In general, anything over 85% is good,” says Olivia, adding that the high figure can be accounted for by the fact that KONE knows the estate quite well and that a lot of the

Lift lobby at 123 Victoria Street.

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equipment is of its own manufacture, which helps. When it comes to scenic (glass) lifts, there can be more of a challenge. “In scenic lifts, the glass can easily be damaged,” says Olivia.

“They are not as robust as other units and weather variations can affect the exterior ones – high winds mean they cannot be used.”

The KONE staff assigned to the Landsec contract work closely with the team at the AspireAssist 24/7 HelpDesk to resolve issues that arise on a dayto-day basis. KONE has a dedicated administrator in its Customer Service team to deal with the Landsec | Aspire tickets as they come in. After being logged at the KONE call centre, the tickets are automatically sent out to the smartphone of the nearest available KONE engineer, who can accept or reject the job (if rejected, it is offered to the next nearest engineer).

Both Landsec and its lift consultants, D2E, are able to access KONE Online (a real-time information portal) to check the status, history and planned maintenance of all lifts and escalators.

Olivia Crichton believes this transparent way of working is invaluable, as clients can identify equipment by its unique number, rather than its location.

“It makes it so much easier when clients are talking to us,” says Olivia.

Olivia liaises with D2E, which manages all vertical transport for Landsec with both KONE and Otis, on a daily basis regarding issues and queries. Her contact at D2E for the Landsec | Aspire properties is Rony Eappen. In addition to daily dialogue, they have a weekly discussion regarding any purchasing or invoicing issues; a monthly review meeting to go over everything; and a quarterly meeting with executives at Landsec.

When it comes to planned preventive maintenance (PPM), KONE has a comprehensive approach. Firstly, everything on the equipment that requires inspection from a legal perspective is checked annually. Then there is modular maintenance, which means that every month an engineer will visit and check a different aspect of the lift or escalator. “Something else that we do is to monitor call-outs,” explains Olivia, “and if there are units that have had over 4 call-outs in 3 months, then we automatically send a senior technician in to do an in-depth survey to try to identify the fault and put an action plan together to fix it.”

Over and above all this is KONE 24/7 Connected Services, which Olivia believes is one of the main reasons that KONE won the new contract with Landsec. “It’s a smart monitor that goes on every single unit,” says Olivia,

Michael Nunns at 80 Victoria Street.

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Olivia Crichton, Key Account Manager.

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Aspire SERVICE STREAMS Lift lobby at Nova Victoria.

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Michael Nunns at 80 Victoria Street.

“which is connected to a cloud-based system that continuously monitors it.

All the lift data – such as car speed, door opening speed, floor visit frequency and temperature – is sent continuously to the server.” Intelligent algorithms compare data from equipment globally to identify unusual behaviour that may signal an issue. Gathering intelligence on over 200 critical parameters via Internet of Things (IoT) technology enables KONE to be more proactive, sending an engineer to visit when there is just the hint of an issue and before something actually goes wrong. The result is fewer faults, faster repairs and more peace of mind for the customer.

“We do the modular maintenance as

standard,” continues Olivia, “but with the help of KONE 24/7 Connected Services we can then look into issues the system has brought up that we wouldn’t perhaps be able to physically see.” The data enables the KONE team to make the decision as to whether something is critical – requiring an engineer to be dispatched immediately – or something that can be dealt with during the next scheduled maintenance visit. The realtime data is shared with KONE Online and can also be accessed via KONE’s mobile app, keeping customers fully informed at all times.

In this way, lift downtime can be slashed. “We’ve significantly reduced the amount of call-outs and availability

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Lift lobby at Nova Victoria.

has improved since 24/7 has been installed, which is great,” adds Olivia.

“It’s a big deal and it means we can create asset management plans, so it can help Landsec when it comes to budgeting.” KONE worked hard to install the new technology quickly across the Aspire properties, and Olivia says the team at Landsec was pleased with the speed of the roll-out.

“The devices were all fitted in the first quarter of the new contract,” says Olivia, “which was quite impressive, as it was almost 200 units.”

The new technology is also helping in terms of sustainability. Like most Finnish-owned companies, KONE is passionate about minimizing its environmental impact. “It’s ingrained in what we do,” says Olivia.

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KONE has undertaken considerable research and development recently into technologies to mitigate the pandemic.

The company’s health & wellbeing solutions include an air-purification device for lifts and a handrail-sanitizing system for escalators, both of which are based on UV light technology. Another output of R&D work is touchless entry systems. Using an app on a mobile phone and facial recognition technology, people can gain entry to a building, lift or apartment/office without the need to touch doors or lift buttons. Olivia describes this technology as “pretty cool”, adding, “we’ve had a very positive reaction from other customers in office and residential buildings.”

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About KONE With a mission to improve the flow of urban life, KONE is a global leader in the lift and escalator industry. The company was founded in Finland in 1910 and its solutions move over a billion people every day. KONE employs around 60,000 people worldwide, with almost 1,800 of them working in the UK, where the group has had a presence for over 40 years.

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Alwyn Semper at Dashwood, one of the Landsec buildings maintained by KONE.

“A smart monitor goes on every single unit, which is connected to a cloud-based system that continuously monitors it. All the lift data – such as car speed, door opening speed, floor visit frequency and temperature – is sent continuously to the server.”

Olivia Crichton

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Aspire SERVICE STREAMS KONE engineers are now maintaining the lifts and escalators at Nova Victoria.

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Olivia Crichton at 80 Victoria Street.

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We’ve significantly reduced the amount of call-outs and availability has improved since KONE 24/7 Connected Services has been installed, which is great.

Olivia Crichton Key Account Manager

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Aspire ONE COMMUNITY

F R I DAY 1 0 T H D EC E M B E R

Christmas Jumper Day This December, we’re inviting all Aspire members, customers and guests at Landsec properties across the West End and City to enthusiastically adopt the holiday spirit with our annual Christmas Jumper Day. Please join the fun and spread festive cheer with one of the most popular events of the season.

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Robert Martin, Day Janitor for NJC.

CHRISTMAS TREE SELECTION

P i c k of th e c ro p

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Four members of the Landsec | Aspire family were treated to a masterclass in Christmas tree selection and flower arrangement recently by the team from landscaping Service Partner, Windowflowers.

For Robert Martin, Day Janitor for NJC at 80 Victoria Street, the event was his prize for being joint winner of the Landsec Nature & The Environment photography competition held earlier this year as part of Mental Health Awareness Week. Unfortunately the other competition winner – Shellie O’Byrne, Retail Manager at Gunwharf Quays – was unable to attend the prize trip on 15th October. However, Robert was accompanied by Daria Darnowska

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(Deputy Guest Services Manager for Rapport), Kelly Barlow (Assistant Workspace Manager for Landsec) and Kelly Rimmer (Guest Services Manager for Rapport).

The team first travelled to Christmas Common, the village in Oxfordshire where the trees for the London Portfolio are grown. They helped to select more than 20 trees for various locations, the tallest of which was 24 feet. They were accompanied by William from the Christmas tree farm – who carried a huge measuring stick to ensure the trees they chose were neither too short nor too tall – and Thomas Kluza, Sales & Account Manager for Windowflowers, Daria admits that the foursome were quite picky about the trees, trying to avoid any that had gaps or bare bits.

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“They had to be perfect from every side,” she says, adding that Thomas from Windowflowers was really helpful; for example, they were about to select one until he pointed out that the top was a bit wonky. “Robert really got into picking the trees,” says Daria. “He had deep discussions with Thomas and he picked all the ones for Cardinal Place, where he’s based.”

As well as picking from the mature trees, the group viewed an area of saplings that have years of growth ahead of them. Daria says there were “acres upon acres upon acres” of trees, adding, “we walked about 8,500 steps just in the fields!” Daria particularly enjoyed seeing the two Kellys trip over on the uneven ground! “To be honest, we were all tripping up. It was a great laugh,” she says.

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Next, the visitors were driven to the Windowflowers nursery and warehouse, where the company grows its flowers and plants. After providing a selection of sandwiches and juices for lunch, Thomas Kluza showed the group around the site and they enjoyed a flower-arranging masterclass with the talented staff from Windowflowers.

“They showed us the whole process of how to arrange the flowers and tie them together,” explains Daria, “and taught us how to make a bow as well, which was brilliant and I will use that for my Christmas presents!”

Robert was the first to complete his bouquet and the others agreed that it looked the best one. “Kelly (Rimmer) and I had to start again halfway through ours,” admits Daria. “We got to keep our bouquets as well.”

Reflecting on the day, Daria says, “We had a great time, and we had beautiful sunshine as well.”

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2 Nov Purple Tuesday, the annual event focused on enhancing access and inclusion for disabled people, takes place on Tuesday 2 November this year.

Adams OBE, CEO of Purple. Piccadilly Lights will show a special production to highlight the value and power of disabled customers for 30 minutes, with Landsec providing this exposure free of charge.

Landsec | Aspire has supported the Purple Tuesday campaign since 2018 and recently stepped up its participation to Purple Tuesday 365, which focuses on improving the experience of disabled people all year round.

Secondly, a special panel discussion with Mike Adams OBE and Sector Partner Leads will be hosted at Myo Dashwood at 12 noon. This will be an opportunity to share best practice and present new ideas to reduce the frustrations of disabled customers and colleagues. For example, Purple helped Landsec to establish the Hand in Hand Group (a disability employee network that helps to drive disability strategy) and also guided the company through the Disability Confidence accreditation scheme. In addition, Landsec is proud to have improved online accessibility by introducing ReciteMe, a toolbar used across Landsec websites that provides access to online content for people with a range of disabilities and various forms of neurodiversity, as well as those for whom English is a second language.

People with a disability make up a staggering 22% of the UK population – although for 80% of these people the disability is hidden, often indicated by the wearing of a sunflower lanyard.

The Purple Tuesday campaign has calculated that less than 10% of organisations have a targeted plan focused on the disability market, so it encourages organisations across all sectors of the economy to get involved in disability inclusion. It draws attention to the fact that this is not only morally right but also makes good business sense because the Purple Pound – the spending power of disabled people and their families – is estimated to be worth £274 billion.

Landsec is involved in three events on Purple Tuesday this year. Firstly, the day will kick off with a high-profile official launch event at Piccadilly Lights at 8am, attended by key sponsors and Mike

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Thirdly, Purple Tuesday 365 will host a webinar on ‘Celebrating Best Practice across Sectors’ at 12.30pm and everyone in the Aspire community is welcome to take part, so please speak to your line manager if you would like to book a place. #ThumbsUp for #PurpleTuesday!

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London Portfolio This December

Waste not, want not In a fantastic example of Service Partners sharing their knowhow, Bywaters recently provided training on waste and recycling for staff at NJC. Andy Merritt, Sustainability Manager for Bywaters, visited the NJC offices at The Zig Zag Building to provide an introduction to waste and recycling for the company’s head

office staff. Topics included single-use plastics and whether paper coffee cups are recyclable.

“We held two training sessions that were greatly received by all,” says Charles Walden, Senior Portfolio Manager (Projects) at NJC. “Andy was fantastic and we covered all the best practices in waste management.

This is a good example of the Aspire partnerships going the extra mile.”

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Aspire STAFF RECOGNITION AWARDS

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We recognise & reward Landsec | Aspire is always looking for your feedback to help us give praise where it’s due. Whether you’re a team member or a Landsec Customer, let us have your Player of the Month votes and winners will be featured in One Magazine.

What are the Aspire Staff Recognition Awards?

Every month a ‘Player / Team of the Month’ is selected from nominations by you, other Aspire team members and Landsec Customers. Winners receive a certificate and some well-deserved prizes.

Aspire Recognition Awards 2017.

It is a credit to everyone that each month lots of nominations are received, illustrating just how good the Aspire team is and how team members are held in such high regard by the people they work with.

How do your workmates excel in the Aspire values?

— Determined — Inclusive — Driven — United

Have your say AspireAsOne.co.uk

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Aspire PLAYER OF THE MONTH

September ‘21

Each month we salute the people recognised by you for exceptional performance or for simply being a great team member.

Nominations can now be made via AspireAsOne.co.uk

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Aspire Sports Day 2019.

Team of the month

This month, we don’t wish to single out any one person for recognition. Over the pandemic period the entire team has displayed remarkable resolve in the face of adversity, and Landsec applauds every single one of you.

David Wickens Operations Director & Chair of Landsec | Aspire

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LET’S MAKE UP FOR LOST TIME & CELEBR ATE ASPIRE STYLE

PartyAsOne

With Government legislation regularly updated, this event will make every

HEART OF THE WEST END

COVID SAFETY

FRIDAY 10.12.2021

effort to comply with any social distancing guidelines in place at the time. Details to be confirmed.

w w w. r u b y b l u e b a r. c o . u k