LS2205 Aspire One Newsletter - Issue 63 June 2021 ART

ISSUE 63 : JUNE 2021

One

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

Retail resurgence As the buzz begins to return to the capital, we introduce the new recruits responsible for retail in the London Portfolio. See pages 004-025

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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

Cover: Paul Trumper admires the flora outside Madison Rooftop Bar & Restaurant at One New Change.

Right: Brooke Hobson-Jones prepares for the Wimbledon screenings at Cardinal Place Roof Garden.

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Meet the team

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David Wickens

David Wickens

Operations Director & Chair of Landsec | Aspire

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

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An exciting trial is taking place that sees the AspireAssist 24/7 HelpDesk dealing with support for lifts and escalators for Landsec retail sites nationwide.

two new members of Landsec staff who are now working across our Central and Suburban Retail sites.

We welcome them both to the Aspire family, so if you see them around, please take a moment to say ‘hello’.

This is the first time that the Landsec | Aspire network has worked across both Retail and the London Portfolio and we are keen to evaluate the success of the trial, with the potential for this type of centralised approach to workstream delivery to be extended in the future. You can read more about the initiative in this issue.

Although progress on the government’s roadmap for easing restrictions has been paused, we are still going in the right direction.

Better still, we are seeing an increasing appetite for the return of staff to offices. As the summer’s sporting events get underway and BBQ weather arrives, I hope you all manage to enjoy some safe social events with friends and family.

This month’s magazine also introduces Paul Trumper (Retail Operations Manager) and Brooke Hobson-Jones (Retail Experience Executive),

Kelly Barlow One Editor kelly.barlow@landsec.com

Martin French One Design & Layout martin@tigerbaydesign.co.uk AspireAssist Administrator Shamora Dalhouse.

Heidi Scott One Copywriter heidi@tigerbaydesign.co.uk

Social media facebook.com/AspireAsOneTeam twitter.com/AspireAsOne instagram.com/AspireAsOne

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RINGING THE CHANGES IN

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Central & Suburban Retail The way in which our retail sites in central and suburban London are managed is changing.

practice between retail sites that have a common purpose but quite different shopper profiles.

Cardinal Place, One New Change and Nova are the jewels in our central London retail crown, supported by a number of other retail locations such as Victoria Street, New Street Square and Tottenham Court Road. However, Landsec has other retail sites in London in the form of its suburban shopping centres such as the O2 Centre (Finchley Road), West 12 (Shepherds Bush), Southside (Wandsworth) and Lewisham Shopping Centre.

The suburban London retail sites currently have a TFM (total facilities management) approach, meaning service delivery is handled by just one Service Partner, Mitie. However, the creation of the combined Central and Suburban Retail operation opens up the possibility for some crossover between the workstreams at our suburban and central London retail sites. This means that there is the potential for new and exciting opportunities for Landsec | Aspire members at our suburban retail centres.

Until recently, these four suburban centres were managed within the Retail Portfolio but they have now moved over into the London Portfolio, forming part of the new Central and Suburban Retail Portfolio, which covers all of Landsec’s shopping sites within the M25. This ‘one team’ approach will help to deliver an even better customer experience, as we can now share expertise and best

Paul Trumper.

The people recently recruited to oversee Central and Suburban Retail are Paul Trumper and Brooke Hobson-Jones.

One Magazine recently took a few moments from their busy schedule to gather some of their thoughts on the future of retail in London.

Brooke Hobson-Jones.

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Aspire CENTRAL & SUBURBAN RETAIL

The new face of London retail with Paul Trumper Paul Trumper is our new Retail Operations Manager for Central and Suburban Retail. Paul joined us in April and has visited most sites now, although he hasn’t met every retailer yet – with around 350 of them, it may take a while!

Having worked in retail for 20 years, Paul has witnessed the twists and turns of economic cycles. He understands the challenges brought about by the pandemic, with many businesses forced to close during lockdown. The restrictions imposed by coronavirus resulted in different experiences across retail. Whereas our central London sites

suffered a large loss in footfall when office staff were required to work from home, the suburban sites with essential retail outlets – for example, Lewisham Shopping Centre with Sainsbury’s and M&S – fared better.

Despite the undoubted challenges, Paul is positive about the future of retail.

“The High Street is not dead,” he says, “but it is changing.” He points out that the experience of shopping is very important, demanding mixed use of retail assets, with leisure and restaurant outlets as well as shops. “We used to see 90% retail and 10% other activities but now it’s about 50/50,” he explains.

Paul Trumper at One New Change.

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Aspire SERVICE STREAMS Aspire CENTRAL & SUBURBAN RETAIL

A good example is the fact that 80,000 sq ft of former Debenhams space at Southside, Wandsworth, was recently leased to Gravity Active Entertainment.

This trend towards increasingly mixed use for retail sites will be given a boost by some exciting regeneration projects that are planned for our suburban retail sites. Along with this greater focus on experiences, Paul says that other trends in the sector include retailers looking for fewer, larger stores and the ‘flight to prime’ – retailers clamouring for space in the very best locations.

Paul recognises the value of the Aspire network. “Our Service Partners have had to shoulder more responsibility because they’ve been on site during the pandemic,” he says, “while others who would normally be based on site have been working from home. We’ve relied

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on them to work as a team to resolve issues.” He believes Landsec | Aspire has the right team and the right culture, and he’s keen to build on this success by unifying standards across London and by increasing the links between Aspire members across buildings.

How has his experience of life at Landsec been so far?

“Really good,” he says. “For the first few weeks, I was allowed to take the time to meet people, before too much work came my way.” He is enjoying setting his own agenda, currently spending four days in London and working from home one day a week. He describes Landsec’s approach as “refreshing”, saying “They trust you to do the work. It’s so important to trust people, then you get the best out of them.”

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Getting to know

Paul Trumper PREVIOUSLY… Retail Operations Manager for King’s Cross; he has also worked for Westfield and House of Fraser.

SOCIALLY… With two young children, Paul’s weekends involve ferrying them to various clubs but he also enjoys spending time with friends and watching Liverpool FC. He also used to play 5-a-side footie and is looking forward to seeing his name on the team sheet at the next Aspire Derby.

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Aspire CENTRAL & SUBURBAN RETAIL

It’s so important to trust people, then you get the best out of them.

Paul Trumper Retail Operations Manager

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Tailored support for retailers with Brooke Hobson-Jones As Retail Experience Executive, Brooke is responsible for New Street Square, 55 Old Broad Street, Dashwood, Moorgate and Lewisham Shopping Centre.

Brooke joined us in May, having only just moved to the UK from South Africa in October 2020. With over 15 years’ retail experience, she is focused on developing relationships with retailers in order to offer them customised support.

“We provide consumer insights, such as demographics and footfall, that can help retailers in their planning. We tailor our support to each site, as every location is different,” she says. “Our brand partners

trust our recommendations in terms of marketing and operational support.”

The retail team is working hard to replace the traditional landlordtenant relationship with much deeper collaboration and partnership.

“If our retailers succeed, then we have no void spaces and the result will be well-rounded centres that serve their communities better,” says Brooke.

She believes that Aspire has a crucial part to play. “We rely on Aspire for consistent and unparalleled support,” she explains, “which frees up our time to focus on our retailers.”

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Aspire CENTRAL & SUBURBAN RETAIL

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Meet the team

Getting to know

Brooke Hobson-Jones PREVIOUSLY… Owner of a fashion retail business with a couple of stores in South Africa; she has also worked for Zara and River Island.

SOCIALLY… Brooke is a keen reader, enjoys spending time with her family and like virtually every South African, is passionate about having a braai (BBQ) at the weekend. She’s also looking forward to being able to travel again, and is excited about the next Aspire mountain challenge.

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Meet the team

We rely on Landsec | Aspire for consistent and unparalleled support.

Brooke Hobson-Jones Retail Experience Executive

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Aspire CENTRAL & SUBURBAN RETAIL

Aspire’s role in the retail experience Retail was changing before the term Covid-19 was coined but the pandemic has definitely accelerated this trend. A process of rebalancing is underway in retail and the result will be sites that offer more varied experiences – shopping, hospitality and leisure all in one convenient location.

What does this mean for Aspire?

Well, as we support existing retail customers to revitalize their businesses and we welcome brand-new customers into our retail sites, Aspire members have a crucial role to play.

Shoppers and other visitors need to feel secure in accessing our stores and eateries, so Aspire colleagues need to continue to do everything possible to enable them to have this confidence – by managing flows of people, ensuring

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that visitors wear facemasks if required and maintaining the high cleaning standards that have been evident over the past year.

It is easy to look back at recent highprofile retail failures and the rise of e-commerce and feel negative about the future of the High Street. However, it’s worth noting that some brands that have had a purely online presence are now looking to acquire retail space.

Physical retail is still very much valued

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and consumers are increasingly looking for relevant and sustainable brands.

As Landsec responds to consumer demand by aiming to provide a balanced mix of big brands, independent retailers and experiences, the continued commitment of the Landsec | Aspire network is vital. Through your helpful attitude, cheerful nature and dedication to your job, you are helping to reboot retail – so please keep up the good work!

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LIFTS AND ESCAL ATORS IN

Nationwide retail trial As part of a six-week trial, the AspireAssist 24/7 HelpDesk is handling support for lifts and escalators for Landsec’s retail sites nationwide.

From 28th June, the Assist team will be providing support to Kone and Otis – our two Service Partners for lifts and escalators across the UK – for both London and Retail. This trial is the first example of Landsec | Aspire working centrally in this way.

In the trial period, all lift and escalator service calls for retail sites across the UK (except for Bluewater, which has its own helpdesk) will be handled

by AspireAssist.

“This is exciting,” comments Melissa Cooper, Landsec Procurement Manager, “because Retail hasn’t got a centralised helpdesk, and lifts and escalators are the only equipment that can’t be fixed

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internally by the Mitie team.” Mitie handles service delivery at all Landsec’s suburban retail sites across the country.

Including retail lifts and escalators within the scope of AspireAssist will provide D2E, our lift consultants, with much more data to help review the performance of Kone and Otis across Retail as well as the London Portfolio.

“This should improve response time and also highlight recurring problems,” explains Melissa Cooper. With the help of the AspireAssist team, Service Level Agreements (SLAs) of 30 minutes for a lift entrapment and 2 hours for a service call-out can be chased to get an update on ETA (expected time of arrival).

After the six-week period, the trial will be reviewed to see whether a similar combined approach should be taken for other services in the future.

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P R O G R E S S

W I T H

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Over the past year, the LGBT+ network has been busy trying to raise its profile and increase employee awareness of LGBT+ challenges and opportunities.

In particular, they surveyed staff on pronouns and encouraged their use in signatures, secured a new Executive Leadership Team sponsor (Bruce Findlay, MD for Retail), celebrated LGBT History Month and ran a virtual bingo.

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As part of ongoing efforts to assess and improve our security, the Metropolitan Police’s Hostile Mindset Assessment Team (HMAT) was deployed at Nova recently. HMAT’s task is to provide insight into security measures and procedures in order to prevent someone causing harm or disruption to a venue or event.

Using a combination of intelligence, reconnaissance and hostile intrusion tests, the Met’s team assessed whether the security regime at Nova is effective in deterring and detecting either hostile actors or investigative journalists from gathering information or accessing restricted areas.

You may have noticed the rainbow colours on Landsec’s social media channels, but what else has been happening to mark Pride Month?

Well, members of the Landsec | Aspire community were encouraged to sign up for the WorkPride conference again this year. Organised by myGwork, the business community for LGBT+ professionals, WorkPride is a global, 5-day virtual conference to share best practice and learn new strategies to help create workspaces that are inclusive of all sexual orientations and gender identities. As well as organising a social event with rainbow cupcakes, the Landsec LGBT+ network has also been rolling out some training on identifying and challenging LGBT+ bullying and harassment.

Nova Security praised by the Met

HMAT was deployed at Nova on 12 separate occasions during April and May, modifying its tactics in reaction to the response received.

During the debrief with Bidvest Noonan, the Nova Security Team was described by HMAT as ‘one of the best – if not the best – security team we have come against’.

The network has more activities planned for the year ahead. “We’re completing our first official Stonewall Workplace Equality Index submission this summer,” says LGBT+ network Chair, David Johnston, “and are hoping to achieve the bronze award – fingers crossed! We’re also reviewing our Bullying & Harassment Policy and creating a new policy for transitioning at work. Other exciting stuff includes working with the Women’s Network to install gender-neutral toilets at our head office alongside our male/female facilities.”

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This is a fantastic achievement and demonstrates both the professionalism of the team and the exceptional level of security resilience being achieved at Nova.

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12 July PURPLE TUESDAY WEBINAR

Disability Across the World Recognising the United Nations’ World Population Day, Purple Tuesday 365 will be hosting a webinar entitled ‘Disability Across the World’ on Monday 12th July.

Taking place at 12.30pm, the webinar will look at global disability statistics, trends, perceptions and innovations. Members of the Landsec | Aspire network are invited to participate – ask your line manager for details on how to book a place if you would like to take part.

Landsec | Aspire supports the work of #PurpleTuesday in encouraging organisations to make changes that improve the customer experience for disabled people. We also subscribe to Purple Tuesday 365, which aims to keep the focus on accessibility and equality all year round.

Did you know?

World Population Day is celebrated every year on 11th July. Launched by the United Nations back in 1989, it aims to focus attention on the urgency and importance of population issues. According to the UN, it took hundreds of thousands of years for world population to grow to 1 billion but then only around 200 years to grow to 7 billion in 2011. Today, global population is about 7.7 billion and is expected to rise to 8.5 billion in 2030, 9.7 billion in 2050 and 10.9 billion in 2100!

GOING THE EXTRA MILE

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Hats off to Kevin Crosbie, Site Supervisor for NG Bailey at Eastbourne Terrace, for showing the Aspire value of being determined to continually give his best at work.

“Kevin goes the extra mile every day,” says Kerry Whitebread, Workspace Manager at Eastbourne Terrace. “I don’t know how I got so lucky to have him around,” she continues. “He’s just amazing at his job.”

Kevin, who started in his current role in January 2020, previously worked for NG Bailey back in 2012. He manages a team of four maintenance engineers across 10, 20 & 30 Eastbourne Terrace, taking care of contracts, compliance and liaison with customers. “He’s so good at problem solving,” says Kerry, “and always has a can-do attitude.”

According to Kevin, “Every day is an adventure. You don’t know what you’re walking into and things often don’t go to plan.” Just recently, the team was faced with a water leak that extended from a tenant on the 14th floor right down to lower ground level. Being notified of the leak just before 5pm, the team worked until midnight to sort it out. “The most rewarding thing is that, whatever’s thrown at us, we manage to get over it as a team,” says Kevin. “They are a good bunch,” he says of his team. “If there’s a problem, they just knuckle down and get on with it.”

Asked if he’s a football fan, Kevin quips, “If you’re a Spurs supporter, are you a football fan? I don’t know!” In his younger days, he practised martial arts and was involved in pistol shooting competitions, travelling all over the UK and Europe. Keep up the good work, Kevin!

Mental Health First Aid course All Aspire colleagues are welcome to attend a Mental Health First Aid course being organised by Office Concierge.

The training will cover topics including understanding the signs and symptoms of mental ill health, how to open conversations on mental health and how to help someone experiencing crisis.

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Aspire STAFF RECOGNITION AWARDS

Landsec’s Kelly Barlow and Gus Dourador at Nova.

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Aspire PLAYER OF THE MONTH

May ‘21

This 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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Congratulations to Gustavo (Gus) Dourador, Logistics Manager with Bidvest Noonan, for scooping this month’s award after two separate nominations.

For his work in managing car parking for the development project at Nova, Gus was nominated for demonstrating the Aspire value of being driven (pardon the pun!).

In preparation for the construction of Nova East, parts of the Nova estate basement are being repurposed. Gus has spent the past couple of months working on the logistical challenge of removing almost half the existing car parking spaces to allow the building of cycle and shower facilities. He has managed the relocation and reallocation of parking spaces across two levels of

the basement, which is used by office customers of both Nova North and Nova South as well as residents of The Nova Building. This involved a considerable amount of liaison with customers and the development team. Thanks to Gus, this task is now complete and the construction work can proceed as planned.

In addition, Gus has been praised for providing a survey recently for the Retail team to enable extra seating space to be provided in the public realm. This task was completed within just 24 hours.

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Player of the month

Winner

Gustavo Dourador

Sean Bates, Estate Security Manager for Bidvest Noonan, commented: “Gus has proven his versatility and work ethic whilst getting these projects completed and deserves recognition for 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.

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

Aspire Recognition Awards 2017.

— United

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