Landsec London Office Re-entry FAQ

Office Space

by Landsec

FAQs v5.1 Returning to the office following lockdown London Workspace Team

Let’s all be

respectful & considerate

FAQs

Returning to the office from ‘Freedom Day’.

As you will know, from Monday 19th July Government advice for maintaining a Covid Secure workspace is changing. This change is something we are working tirelessly on in order to create the Workspaces of the future, providing safe, healthy, and happy environments with all the amenities to support your business.

With this thought in mind, we are focusing on how we occupy our properties and the control measures we keep in place until further notice.

We would like to work alongside all of you as we develop our strategy to both support your transition back into the building and manage expectations as we re-mobilise our own teams and building systems.

Our objective is to welcome you back your staff in increasing numbers as smoothly and promptly as possible.

In this document we aim to address some of your most frequently asked questions about what to expect when in your building from Monday 19 July 2021.

Should you have any further queries, please do not hesitate to contact your Workspace Manager.

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What is the protocol for reporting cases of COVID-19?

How will you stop an outbreak of Covid if all the rules are being relaxed?

Please continue to let us know when you have a confirmed case of COVID-19. We will look to undertake deep cleaning of common areas for confirmed cases only and inform other customers in the property so that they can implement their Track and Trace procedures.

Our teams continue to work hard to ensure all our customers feel safe when they come to work. That means we’ll continue to maintain the cleaning regimes we have had in place throughout the pandemic, and we’ll continue to make hand sanitisers available. It’s important to note, that our COVID-19 risk assessment remains in place, and we will continue to follow all the necessary guidance.

What will you do if someone who has tested positive for COVID-19 has been in one of your properties in the past 72 hours?

If/when we are notified that an employee or visitor who has tested positive for COVID-19 was last in one of our properties in the past 72 hours, we may instruct our cleaning Service Partners to undertake a deep clean of all affected common areas of the building that evening. We will inform all other customers within the property but will not disclose the name of the individual or what organisation they work for/came to visit. Customers would be notified if we are aware that the individual entered their office space (e.g. a courier, contractors, Service Partners, etc.). It is for each customer organisation to decide whether to ask their employees not to enter the building until a deep clean has been undertaken. Customers would be notified once the deep clean has been completed.

We do not undertake an additional deep clean when we are notified that an individual has tested positive for COVID-19 but was last in one of our properties more than 72 hours ago (e.g. two weeks’ prior to being tested positive). We use biocidal cleaning products for every clean and would have cleaned all common areas multiple times since the individual was last at the property.

Do you have NHS venue check-in QR codes at your properties?

We have the NHS venue check-in QR codes displayed in a number of places in our buildings for customers wishing to use them.

Will you screen (i.e. take body temperature readings, use infra-red, pin prick) people when they enter the building? Will you provide PPE (personal protective equipment) for our employees and guests?

No, we do not screen people (employees or guests) as they enter the building. We will continue to follow Government directives on this. Additionally, we are not able to turn away your staff from the building and request that they selfisolate. However, customers may choose to implement such procedures within their own demise.

From Monday 19th July, it is expected that anyone using a lift will wear a face covering, unless they are exempt. Our teams will also continue to wear face coverings to protect those around them. We ask that anyone visiting treats fellow guests and staff with respect and gives each other a little bit of extra space.

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FAQs

Will Service Partner and Landsec Operations team members be tested before being allowed to work?

No, as this is not a Government requirement, however our teams are incredibly experienced in keeping our offices safe and clean and are well versed in managing of spaces in line with our risk assessment. Should any of our staff show COVID-19 symptoms, then we will be asking them to selfisolate and follow Government guidelines.

Are you asking your staff to report any sickness or apparent symptoms of COVID-19 on a daily basis? Are you conducting regular temperature checks on site?

We are asking all staff to self-isolate and follow government guidelines if they feel ill or show any symptoms of COVID-19.

Will you look to randomly test people following the report of a positive case of COVID-19 for someone that has entered one of your properties?

No, as this is not a Government requirement. However, our teams are incredibly experienced in keeping our spaces safe and clean and are well versed in managing this. Should any of our staff show Covid-19 symptoms, then we will be asking them to self-isolate and follow Government guidelines. In addition to that, we have robust policies and procedures in place following a confirmed case in terms of completing a deep clean to Public Health England specification, as well as the use if biocidal cleaner into our standard daily routine.

Will you offer free lateral flow testing to customers and our visitors?

At present, we are not looking to offer free lateral flow testing at our properties. Customers wishing to use the Governments’ Workplace Testing Scheme, may want to provide tests to employee’s homes to be taken before coming into the workplace. This avoids issues with social distancing, possible overcrowding and the need to deep clean/close an area of the property/estate should someone test positive.

Please find below a link to the government website: Register to order coronavirus tests for your employees - GOV.UK (www.gov.uk) There are now many test centres across London which complete the lateral flow tests for those who are nonsymptomatic. It’s free and the below link provides locations, wait times and whether you need to book in advance.

Find a test centre (test-and-trace.nhs.uk)

What changes will be made to the guest registration process?

Guests will be welcomed by our Front of House security and reception team members. This may be from behind a clear screen at the reception desk. Guests will be checked in as per the usual procedure. The use of clear plastic wallets and clips/ lanyards has been suspended for the time being. Where paper passes are issued, the printer will be accessible to the guest so that they can take their own pass without our reception team touching it first. Where plastic passes/access cards are issued, these will be cleaned after each use. Guests will be asked to keep the pass to hand as they may be required to show it at any time when in the building. They will be asked to present it to the security guard at the speed lanes. Upon leaving the building, the pass can be deposited into the box next to the reception desk. Paper passes will subsequently be destroyed in line with GDPR requirements.

Now more than ever, it is important for your guests to be pre-registered on the visitor management system.

Please contact your building reception team and/or Workspace Manager for assistance.

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Will my access card still work? What should I do if I can’t find my access card?

What cleaning practices are in place for building common areas?

As many of your employees may not have entered the building for the last three months, we have renewed all access. As such, we ask that you let us know of any leavers and cards that need to be deleted from the system. If you have concerns about this, please contact the site security team. Please note that if you have lost your card you will need to complete a new access card request form.

We have increased the number of hand sanitiser dispensers throughout the building and these will remain in place. You will find these upon entry at the reception desk and near toilets/in lift lobbies. Customers are reminded that sanitiser is most effective on clean hands. We will not be installing small bottles in the toilets. We have also changed the liquid soap in all common area toilets to anti-bacterial soap.

Will the speed lanes be operational?

Will I still need to swipe my access card?

Yes, the speed lanes form a key component of building security and will remain operational. You will still need to swipe your access card to enter and exit the building.

Will the 2m social distancing requirements be change to 1m+ or removed completely?

In line with government guidelines, all social distancing measures will be removed, including one-way systems, barriers, and floor stickers.

We continue to clean common area surfaces with biocidal, Public Health England recommended cleaning products.

High touch point areas such as lifts will be cleaned at increased frequency.

Will you be fogging common areas?

We may undertake fogging as part of an additional deep cleaning process of common areas for confirmed cases of COVID-19. Fogging does not form part of our everyday cleaning procedures.

Will the showers be open and how do you plan to keep these clean?

Yes, with social distancing guidance being lifted we will be reverting to pre-COVID capacity levels and service. This will be closely monitored to ensure the safety and comfort of customers. Please contact your Workspace Manager for further information.

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FAQs

Will a towel service still be provided in the showers?

What should I do with used personal protective equipment (PPE)?

Yes, where a towel service was provided, this has resumed.

Towels are washed at 70 degrees which meets the Department of Health guidelines for thermal disinfection.

We have installed dedicated PPE bins in lift lobbies and common areas. We consulted our waste Service Partner and have designed a procedure for disposing of used PPE. Such items will be gathered and stored separately from other waste, held on site for 72 hours and then disposed of as general waste (for incineration).

Fresh towels will be available in the usual slots in each shower room. Used towels should be deposited in the holes/bins provided.

Will service partners teams be wearing masks?

The safety of everyone who comes into the building is our number one priority and we have provided our teams with face coverings. They will continue to wear them indoors to keep those around them safe.

Do your staff feel you have provided sufficient protection for them with things opening up?

The safety of all our colleagues is our number one priority and we have provided our teams with face coverings and appropriate PPE to help keep themselves and our customers safe.

Will I be expected to wear PPE (i.e. face covering, gloves) whilst in the building?

From the 19th July, it is expected that anyone within a “confined spaces” will wear one, which within our office spaces relates specifically to the lifts, unless they are exempt, and our teams will also continue to wear masks to protect those around them.

Waste generated through deep cleaning, following a confirmed case of COVID-19, will be disposed of immediately as hazardous, clinical waste.

Will the lifts be operational? Will there still be a reduced capacity for social distancing?

All lifts are operational. We will closely monitor the lifts for signs of congestion and would recommend using the stairs for those on lower floors who are able to make use of them if congestion is evident on arrival. We are also providing induction sessions for those retuning to the office to refresh on how to use the destination control technology across many of our properties, as if used correctly this will facilitate a smooth and congestion free transition to your destination floor.

Where we have the ability to do so, we will look to retain a single lift car with max occupancy condition in place to provide an option for those Customers not yet comfortable to share a busy lift, however this will be held under review and could be changed at short notice as occupancy increases in order to minimise queuing for other lift cars.

Please speak to your Workspace Manager for more details.

Will all entrances and exits still be open for use (including emergency exits)?

Yes, all entrances and exits remain open with one-way systems and social distancing signage removed. All emergency exits will remain operational.

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Are there hands-free options for opening/closing doors?

Will you increase the frequency of AHU filter changes and/or duct cleaning?

Where available, there may be automatic doors in your building. We have not installed new opening/closing mechanisms and doors will need to be pushed/pulled as directed. Some push button door releases have been replaced with sensors to reduce the number of touch points.

We continue to clean common area surfaces with biocidal, Public Health England recommended cleaning products.

High touch point areas such as door handles will be cleaned at increased frequency.

We plan to change all filters upon re-entry but will not look to increase the change frequency thereafter. Our AHU filters are changed whenever they start to become dirty or blocked, this is measured by the BMS system and locally by gauges which measures the air differential pressure across the filters. We use two filter medium in most of our AHU plant, these are panel filters which are designed to remove particles of greater than 5 microns, these work in combination with bag filters which can remove particles down to 0.5 microns. The COVID-19 and other MERS viruses are 0.1 micron in size. So, as an analogy, we can filter down to football size particles whereas the virus particles are the size of tennis balls and pass straight through the medium.

Will you look to change the amount of fresh air delivered to each floor? What critical cooling resilience is there for the building?

In line with WHO information and guidance, we have continued to monitor air quality in our buildings. Where possible, we have stopped re-circulation of air, so only 100% fresh air is delivered onto the floors.

The majority of our building stock have a designed air change ratio based on the maximum occupancy of customers on each floor, for normal occupation this is six changes of air per hour, so for each person on the floor they will receive 10m3 per person and every ten minutes the air is changed.

The systems are proportionally balanced so the amount of air for each floor coming from the air handling unit (AHU) is the same and then the floor is balanced so each grille gets the same amount of air. The amount of air being delivered is automatically controlled by the building management system (BMS) we can override this to increase the AHU fan speed, but this tends to increase noise and encourage turbulent air flow.

There are usually at least two back-up systems to provide critical cooling, this is known as Normal Plus One Cooling (N+1 Cooling) we will have resilience in the amount of chilled water plants, chilled water pumps, controls and often cross connection of system risers. There may also be an air-cooled system (split ac units, downflow units) as an emergency back-up although these systems are often installed by the customer depending on their level of critical cooling.

Please contact your Workspace Engineering Manager should you require further information.

We have air quality tests carried out in our buildings by an independent consultant on a 6-monthly basis, these tests look at the amount of airborne dirt, gases and bacteria present being supplied from the grilles on customer floors. We always take a reference sample from outside the building and on average the air being tested on the floors is up to ten times cleaner than outside air. Gas levels of carbon dioxide and other build up gases have very strict control limits; these gases are predominantly what customers exhale and are an indication of whether the air is fresh or stale. Bacteria comes from humans and pet debris on clothes, food or other biodegradable matter such as dead skin on the customer floors. These bacteria are an indication of how clean landlord and customer distribution systems are. We use these counts to determine if a system need to be cleaned.

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FAQs

Will you install high-efficiency particulate air (HEPA) filters in the AHUs? Unfortunately, this is not practical due to the huge increase in air resistance these filters create, that the air handling units are not designed for. It would also reduce the amount of fresh air into the building.

What will you do if the building’s ventilation system fails?

In the unlikely event that a property lost all power supplies to the air handling units (AHUs) and we did not have any or enough generator power to supply and extract air to all occupied areas of the building, we would inform customers so that they could make the decision as to whether they want to evacuate their office.

How will you manage contractors working in the building?

All contractors will be expected to work whilst adhering to Government guidance. As such, some work will be postponed or may take longer than usual to complete.

Emergency works will be undertaken as a priority and where possible, completed outside of office hours.

You will see our contractors and Service Partners working in the building wearing PPE where necessary.

As usual, please request a permit to work / access permit on RiskWise for your contractors. They should provide a copy of their COVID-19 risk assessment with their other RAMS. Please contact your Workspace Manager for assistance.

What measures will you be implementing should any of your Service Partners (e.g. NG Bailey engineers) need to attend our floor?

As usual, we will contact you in advance and arrange a date/time for this. Please contact your Workspace Manager if you have any specific procedures and/or control measures you require our Service Partners to follow whilst on your floor. As a minimum, they will wear appropriate PPE for their task.

What is your plan for retail spaces within the building e.g. cafés?

Social distancing signage will be removed from the café area and furniture. The café will continue to be cleaned with biocidal cleaning products.

Do I have to wear a face mask in the shops in my building/on my estate?

In line with government guidance, it is expected that customers will wear a face covering unless they are exempt. You may wish to check the retailer’s website for further information.

Will there be more car parking spaces made available?

Please speak to your Workspace Manager and/or Portfolio Manager/Director directly as this will differ for each property. Please note that most of the onsite car parking spaces are already let.

Will there be more bicycle parking made available?

Where we have space, we have installed more bicycle parking. Please contact your Workspace Manager for

Should you have any further queries regarding the measures implemented in our buildings, please do not hesitate to contact your Workspace Manager.

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further information.

Will the post room be open? How will you manage deliveries to the building?

Yes, the post room and loading bay deliveries will maintain regular opening hours. If you currently collect your post, the team may contact you with a daily time slot to avoid overcrowding or a queuing system will be installed. Loading bay deliveries will be managed as usual. Please contact your post room or Workspace Manager for more information.

redistribute team members across our portfolio to where they are needed most.

Are there any service charge savings?

Customers have been issued credit notes and a reconciliation letter for Q1 2020-21. Further savings will be returned via a credit note following 2020-21 year end reconciliation. Please contact your Workspace Manager should you have any queries.

Can you share any best practice ideas?

Can my employees/colleagues get food delivered to our office floor?

Yes, you can continue to arrange for food to be delivered to your floor via external providers. Outside of office hours, delivery services such as Deliveroo and Uber Eats orders will be at the reception for your collection as usual. If there is an in-house catering provider in the building, they may be able to take and charge for individual breakfast/lunch orders (with bulk delivery to your floor). Please enquire directly with your Workspace Manager.

Certainly! We would encourage customers to share best practice during customer meetings/calls.

How can I give feedback?

Please contact your Workspace Manager to give feedback about this document and procedures specific to your building. If you would like to give recognition to one of our team or say thank you or, you can do so on the AspireAsOne website: http://www.aspireasone.co.uk/ customer-feedback.html.

Will we still be able to speak to the landlord team i.e. security, face to face?

Of course! The onsite team are here to help as always.

How will you look to deliver first aid if it is needed?

Most of our security team are trained to deliver first aid including the use of AED equipment. They also have access to PPE including masks, to wear when providing first aid.

What are you planning to do when the government furlough scheme comes to an end on 30th September 2021?

At present, we plan to return all Service Partner employees to our properties that are/were on furlough prior to 30th September 2021. We are working with our Service Partners to review available government schemes/programmes and

Customer feedback We strive to supply the best customer experience possible, so welcome all your thoughts throughout the journey.

Have your say

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Office Space

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Government & Industry Guidance: — Department for Business, Energy & Industrial Strategy

Social distancing in the workplace during Covid-19: sector guidance Working safely during coronavirus (Covid-19), Offices and contact centres Working safely during coronavirus (Covid-19), Shops and branches

— Health and Safety Executive Help and information to keep people safe and healthy at work

— CIBSE Emerging from lockdown

— TFL Quiet times to travel - Transport for London (tfl.gov.uk) — British Retail Consortium Coronavirus Hub — MIND Mental Health & Wellbeing support

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