LS2217 Aspire One Newsletter - Issue 64 July 2021

ISSUE 64 : JULY 2021

One

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

Freedom

for everyone

Safety remains our top priority as we celebrate the return of many more customers, visitors and staff to our London properties. See pages 004-013

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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: Security were on the ball at this Summer’s Landsec Experience Wimbledon screenings.

Inset: With Freedom Day comes the anticipation of getting back to the things we love.

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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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What a month it has been! Quite apart from some nail-biting sporting action at Wembley, Wimbledon, Royal St George’s and Tokyo, there was the enormous anticipation and excitement of Freedom Day! After what has been an extremely challenging 16 months – which I know have been difficult for most of us, and life-changing or even tragic for some – I want to thank the entire Aspire family for going above and beyond during the pandemic. And particular thanks for all your hard work this month in both preparing our buildings for the easing of restrictions on 19th July and the exemplary way in which you have welcomed and supported our customers on their return to the office.

As ever, Aspire colleagues have shown fantastic commitment to customer service, for which I am grateful.

In this issue, we introduce some colleagues from Myo, who talk about Myo becoming part of Landsec’s London Workspace Team. This means that Myo will increasingly rely on Aspire Service Partners.

We also bid a fond farewell to Greg Mace, Founder and Managing Director of Rapport. Greg has been a wonderful ambassador for the Aspire community and we wish him every success in his next endeavours.

Kelly Barlow One Editor kelly.barlow@landsec.com

I hope you enjoy the final days of watching the Olympic Games and the rest of the summer.

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

Oh dear, England... So near yet so far away!

Heidi Scott One Copywriter heidi@tigerbaydesign.co.uk

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Office Social Distancing Changes from 19th July 2021

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Freedom Day Nova Victoria.

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As Monday 19th July – dubbed ‘Freedom Day’ – brought significant change to Government coronavirus restrictions, our ever dedicated Landsec | Aspire team leapt into action at short notice.

The huge changes in social distancing guidelines meant the removal of a large amount of floor markings, wall signage and mobile barriers – from reception

areas and lifts to cafeterias and washrooms. Many thanks to all those Aspire members who worked hard over the few days between the Government’s announcement that restrictions would be eased and 19th July to remove any unnecessary instructions and tidy up all areas. We are no longer using one-way systems and capacity in our buildings is able to return to pre-Covid levels, although we will continue to monitor the situation.

One New Change.

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Office Social Distancing Changes from 19th July 2021

Despite many social distancing measures having been removed, we continue to take the health and wellbeing of people who work in or visit our properties incredibly seriously. As a result, we have retained some measures to help everyone – our customers and their guests, our brand partners and Aspire colleagues – to feel safe: — R igorous cleaning regimes, with continued focus on high-touch areas — Hand sanitiser stations — PPE (personal protective equipment) bins — Perspex screens at the reception desks — Provision of face masks for use by Aspire colleagues in all indoor areas — Expectation that visitors will wear face coverings in public areas, especially in lifts, unless exempt.

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The wearing of face masks by Aspire team members will not only protect you and those around you, it should also encourage guests to wear them and act as a reminder to everyone to give a little extra space and show respect for others. We are committed to ensuring that people visiting our centres treat you with respect and, if you have any questions or concerns, please speak to your line manager.

Rest assured that we will continue to follow Government guidance, as we have done throughout the pandemic.

The entire Aspire team is responsible for ensuring that customers and guests feel safe in our workspaces and retail centres. Experience over the course of the pandemic shows that you do a fantastic job in this respect, so thank you. Of course, if you develop any symptoms of Covid-19, you should remain at home and follow Government guidance to self-isolate and get tested.

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Let’s all be

respectful & considerate London Workspace Team

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Office Social Distancing Changes from 19th July 2021

Returning to the office following lockdown.

With Government legislation regularly updated, our properties will continue to make every effort to comply with the remaining social distancing guidelines.

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DISTANCE Building tours

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1. Building Entry 2. Information Totems 3. PPE Disposal Bins 4. Security Teams 5. Face Coverings 6. Hand Sanitisers

7. Reception Screens 8. Visitor Passes 9. Cleaning Teams 10. Lift Buttons 11. Lift Occupancy

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Office Social Distancing Changes from 19th July 2021

Retained but frequently reviewed.

1. Building Entry

5. Face Coverings

6. Hand Sanitisers

Anyone feeling unwell, showing any symptoms of Covid-19 or who has been contacted via NHS Track and Trace (‘pinged’) should continue not to travel or enter the building.

The latest Government guidance on face coverings is that their use is “expected” when you are within an enclosed space, which within our office space would include lifts. We are therefore expecting customers who wish to use the lift to continue to wear face coverings and will have signage in place to advise this from the 19th July 2021.

We will retain our freestanding hand sanitiser units within our reception areas and lift lobbies and encourage all customers, staff and visitors to use these.

2. Information Totems We will have information totems in the reception spaces providing up-to-date information and asking customers and guests to treat each other with respect and make allowances for those who may continue to be apprehensive about returning back into the workplace.

There is also a requirement to continue to wear face coverings when using public transport.

3. PPE Disposal Bins In many of the reception spaces you will see PPE disposal bins, which will continue to be in place should anyone wish to discard a face mask or other PPE after completing their commute on entering the building.

These will also be available at other entry points to the building.

4. Security Teams Our security teams will be located within reception spaces as normal, to offer help and support. They will also assist with reassuring customers, reminding them of the building’s amenities and layout (with some having been away for 15 months, and others having joined customer businesses during lockdown).

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You will also notice that Aspire team members will continue to wear face coverings and we will retain the clear Perspex screens on our reception desks. We feel this provides reassurance not only to our customers, guests and visitors but also our on-site teams, many of whom are within an age bracket yet to receive the double vaccination. We will be reviewing this regularly and these measures will be removed once our teams are vaccinated and we can see the risk of our team needing to self-isolate is reduced.

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7. Reception Screens Our reception Perspex screens will be retained in the short term in order to protect customers, visitors and front-of-house staff, many of whom are yet to receive a double vaccine. This will allow customers to continue to engage with our teams, see their welcoming smiles and communicate encumbered by a face covering.

8. Visitor Passes We will continue to issue visitor passes as we have during lockdown, via the self-service printer and this will remain in place while the Perspex screens are still in use.

Where plastic access cards need to be issued, they will be cleaned before issuing and on collection.

9. Cleaning Teams Our cleaning teams will continue to be more visible than ever as we will undertake far more frequent cleaning of all high-touchpoint areas within the common areas.

Where suitable we will be using an AX biocidal cleaner to assist in protecting surfaces.

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10. Lift Buttons Many of our offices utilise destination control technology, where people are allocated a lift car for their destination as they walk through the barriers (small screen on the speed gate or within the lift lobby); many customers may have forgotten how this works, so please assist them, as the effective use of this technology will provide a smooth transition through the lift lobby and will dramatically reduce the need to queue if used correctly.

Building tours Whether you’re new to one of our buildings or coming back after time away, our team is here to give you a warm welcome and a quick refresher on finding your way around.

If you’d like to book a place on one of our tours to help you get your bearings, booking options are below.

— Effective lift use is included in our Landsec Experience Building Tours.

Available for all buildings

— Buttons are frequently cleaned with biocidal cleaner.

— 16 Palace Street

— Dashwood

— Zig Zag Building

— 55 Old Broad Street

— 62 Buckingham Gate

— 24 Southwark Bridge Road

— 123 Victoria Street

— One New Change

— 80 Victoria Street

— 140 Aldersgate

— 100 Victoria Street

— New Street Square

— Nova North

— 6-17 Tottenham Court Road

11. Lift Occupancy Following Government guidance, we will be returning to the recommended maximum occupancy levels within the lifts. However, customers wishing to use the lifts are expected to wear face coverings, in line with current guidance.

— Nova South

— 32-50 Strand

— We ask that customers respect other building users when using the lifts, many of whom may continue to be apprehensive.

— Due to the volume of lifts, we will be unable to manage and enforce this requirement and will rely on the goodwill, compassion and respect of our customers to follow this guidance.

— Please note that we are not in a position to provide customers or visitors with face coverings and ask them to come prepared.

— Eastbourne Terrace — Monico Estate

BOOK TOUR NOW landsec-experience.com

Experience

Please contact your Workspace Manager

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Office Social Distancing Changes from 19th July 2021

Retail’s back in the game!

For more information regarding our central London retail, which sites are open and which will be re-opening soon, check out these websites for daily updates.

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createvictoria.com

newstreetsquare.com

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Head over to Create | Victoria to learn about shopping, restaurants & events

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W o r k s t r e a m s c o m b i n e d

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Change is underway. Myo is joining the London Workspace Team as Landsec adopts a unified approach to its Myo, Blank Canvas and Customised solutions. What does this mean for Landsec | Aspire members?

We asked Myo’s Jo Faria and Lauren Ross to explain.

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Aspire SERVICE STREAMS Lauren Ross.

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“Whereas before Myo was stand-alone, our teams will now be blended,” says Jo Faria, Guest Experience Executive for Myo at Dashwood House. This new approach, with Landsec | Aspire Service Partners supporting all three of Landsec’s customer propositions (Myo, Customised and Blank Canvas) has been successfully trialled at Dashwood for cleaning. Now this combined service provision will be extended to other workstreams and also rolled out at Myo’s other location, 123 Victoria Street, where Lauren Ross is Guest Experience Executive.

This new way of working is being introduced to provide a seamless experience from the customer’s perspective. It also means increased flexibility, with the ability to balance the workload, especially if any colleagues are absent, and brings the potential for efficiencies through the streamlining of operations.

“Our current Service Partners for Myo will continue with their work,” says Lauren, “but now come under the Aspire umbrella, supported by the wider building team.” New mix-andmatch Uniqlo uniforms are also being introduced for Aspire members, with a focus on being smart but comfortable.

“At Dashwood we have two Myo clients signed up, with a third one about to sign,” says Jo. “Our dependence on Aspire and the wider London team will obviously grow with our occupancy levels.”

Myo provides versatile workspace for clients, with anything from 10 to 100 workstations, on flexible leases. “For a fully managed service, clients pay one monthly fee to include everything – front of house, the events programme, cleaning, meeting rooms and so on,” explains Jo. The Myo concept is naturally attractive to small and

Jo Faria.

Meet Jo Faria Job role: Myo Guest Experience Executive.

Based at: Dashwood.

Joined Landsec: May 2019.

She enjoys: Sun, wine and visiting Portugal.

Spends her time: Running, swimming, at the gym and boxing.

Blast from the past: She spent every summer in Portugal when she was younger, after moving to the UK from the country at the age of 4.

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Meet Lauren Ross Job role: Myo Guest Experience Executive.

Based at: 123 Liverpool Street.

Joined Landsec: March 2021.

She enjoys: Baking cakes, mixology and fine food.

Spends her time: At Bottomless Brunches most Saturdays.

Blast from the past: She acted in many musicals between the ages of 3 and 24, once starring as Cosette in Les Mis on tour.

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medium enterprises (SMEs). “It can be the ideal solution for customers whose teams are partly working from home,” says Lauren. However, Myo can work for larger organisations too: “Sometimes a big brand wants a smaller hub for one of its teams or divisions,” explains Jo. The Myo brand is using technology to enable its customers to work in smarter ways. For example, customers can make use of the Myo desk-booking system, enabling them to use their offices in a more dynamic way. This means they get all the benefits of such technology at a fraction of its investment cost.

Myo is also embracing wellbeing.

123 Victoria Street is in the process of achieving certification from WELL, the leading international healthfocused building standard. Dashwood is also seeking WELL accreditation, recognising the importance of wellbeing for customers who are trying to attract and retain the best talent. The WELL standard requires a range of wellbeing

factors to be measured and monitored such as light, noise, temperature, air quality and water quality. “Myo customers have access to useful data such as average workspace use and the hottest desks,” says Jo, “and this data access will only increase in the future.”

What does the role of Guest Experience Executive involve from day to day?

Well, Jo and Lauren manage their on-site teams and are responsible for standards in their buildings and the overall customer experience. They implement best practice and focus on team development. Jo began working with Myo at 123 Victoria Street and then moved over to mobilise Dashwood when Myo came on stream there, handing the work at 123 over to Lauren.

The serviced office marketplace is a crowded one these days but Myo stands out as a premium solution. Jo sums this up neatly: “It offers a boutique hotel feel within a professional working environment,” she says.

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Experience Landsec Experience brings you ‘Presents’, an exciting year-round programme of curated events and social activities to help you balance work and play.

Step away from your workspace to stretch and reflect at morning yoga, or take advantage of your favourite restaurant deals for a lunchtime catch-up with colleagues.

After-work options include special tasting events at Cardinal Place Roof Terrace, fascinating talks and live music and comedy.

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GIANT SCREENS SERVE UP

An ace tennis experience

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As part of this year’s ‘Presents’ by Landsec Experience, the Wimbledon Tennis Championships were once again enjoyed on giant screens at Cardinal Place, One New Change and New Street Square. Matches were streamed from the morning into the evening right across the ever anticipated two-week tournament.

Although there weren’t the usual huge crowds, for obvious reasons, there was still a very respectable turnout and a warm, friendly atmosphere as enthusiastic fans enjoyed seeing the action live from SW19 in high definition.

As the tournament progressed, Aspire security and cleaning teams were certainly getting into the spirit and did a fantastic job of welcoming visitors, keeping everyone safe and ensuring that all areas were clean and tidy.

Game, set and match to Aspire!

Sign up today and be the first to know about everything Landsec Experience has to offer.

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Aspire ONE COMMUNITY

A S P I R E

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Greg Mace leaves Rapport Greg Mace.

Greg is going to be a huge loss, not only for our clients but for the Rapport family that he’s created.

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Greg Mace, Founder and Managing Director of Aspire Service Partner Rapport, has decided to leave the company after 10 hugely successful years in charge.

Before his last day on 30th July, he spent his final weeks touring all Rapport’s locations to say goodbye to staff – known as Ambassadors – in person.

Greg brought his personal experience from front-of-house and guest services at some of the world’s top hotels – including the Hilton Internationals in Hong Kong and Toronto and The Connaught and The Dorchester in London – to the corporate world when he created first Portico (in 2004) and then Rapport (in 2011). He leaves a great legacy, having grown Rapport, initially

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in the UK and then internationally, into the award-winning guest services company it is today. Rapport scooped second place in The Sunday Times UK’s 100 Best Large Companies to Work For 2021, as well as achieving Best Companies ‘3-Star’ accreditation for 2021 and being recognised as one of the Top 30 Best Places to Work in Hospitality six times.

“Greg is going to be a huge loss, not only for our clients but for the Rapport family that he’s created,” says Kelly Rimmer, Guest Services Manager. Kelly believes that it is Greg’s creativity that has made Rapport such a success story. “One of our leading values is innovation and that comes from the top,” she says. For example, Greg established the concept of

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an annual Innovation Expo for Rapport, with the various contract teams taking stands to showcase their innovations for their clients during the year.

This exhibition not only allows best practice to be shared across the teams, it also inspires new solutions because Rapport invites its suppliers – including catering, audio visual, uniform and visitor management system companies – to exhibit as well. “Greg created this event, which brings everyone together,” explains Kelly. Another example of Greg’s management style is the annual Collaboration Day for Rapport’s senior leadership team (known as Rappex), which begins with a business update before the floor is handed over to inspirational guest speakers.

Throughout his career, Greg has striven to promote guest services as a great career choice, creating the Corporate

Receptionist of the Year accolade and International Receptionists’ Day (his first job was as a receptionist).

Greg’s ethos of pulling everyone together was not dimmed by the challenges of the pandemic, either.

He established the ‘All Rapport Call’, a virtual call (weekly at first, later fortnightly and then monthly) in which all Ambassadors were invited to participate. As well as providing updates on Government announcements, the call gave furloughed staff the chance to share stories of the voluntary activities they were involved in to help the NHS or their communities. During this time, Rapport’s Learning & Development team adapted its training programmes to be delivered virtually and over 1000 hours of training were completed in this way for the Landsec contract alone.

According to Kelly, the All Rapport

Calls gave the team hope and a sense of belonging. “We’ve always been a close community, even as a worldwide operation,” she says.

Stepping into Greg’s shoes as Managing Director is Dirk Talsma, formerly Director of Strategy and Business Operations. Dirk is highly regarded within Rapport and has been mentored

by Greg Mace during his time with the company.

Kelly Rimmer, Rapport Guest Services Manager.

Greg will initially be taking a break to enjoy some family time, with his children home from university for the summer. As a fitness fanatic, he won’t be resting up too much though.

When Rapport participated in the Aspire Fit4Feb Conqueror Challenge earlier this year, Greg insisted on being part of the Rapport team. “He is very competitive and pushed us all on,” says Kelly. She adds: “He keeps saying he’s got another 10 years in him, so watch this space!”

The whole Aspire community wishes you every happiness in whatever you do next, Greg. We’ll leave the last word to you…

I could not be prouder of all we have achieved. Our Rapport Ambassadors are the heart and soul of our business, and I look forward to seeing Dirk Talsma lead them and go from strength to strength in the coming years. I am so grateful for all the wonderful relationships I have built over the years and the support received from so many to make Rapport what it is today. Thank you.

Together we have created memories that I will cherish forever, and it is my intent to stay in touch with the business, as well as continue to enjoy watching its progression.

Greg Mace Managing Director of Aspire Service Partner Rapport

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Farewell & fortieth

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Aspire members at NJC enjoyed a little party at The Zig Zag Building on 16th July to say farewell to Oksana and celebrate Charles’ 40th birthday.

Oksana Perminaite has decided to extend her maternity leave into a two-year sabbatical and is looking forward to spending time with her two young children. Colleagues joined her for soft drinks and cake at the event, where she was presented with a gift and card.

Oksana joined NJC in 2008, working as a day janitor at Landsec’s head office at 5 Strand under the guidance of Jan Portch. She subsequently moved to New Street Square as Supervisor until 2012, when she joined the team in Victoria as Services Support Manager.

Within 12 months she had progressed to become Portfolio Manager.

Having worked at Landsec’s head office for some of her time with Aspire, Oksana is a familiar face to many

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people there. “She is highly regarded by senior Landsec staff,” commented NJC’s Operations Director, Robert Trewick. “She has always been a very engaging, self-motivated person with great people management and customer service skills, and she has been instrumental in driving standards and innovation for the Landsec contract.”

Also cause for celebration (not to mention a little ribbing from his colleagues!) was the 40th birthday of Charles Walden. Although his actual birthday was on the Sunday before (the day of a certain football match), Charles marked his big birthday with colleagues at the same drinks party. Having already received presents from his staff, he was presented with another gift at the gathering. Charles enjoyed a few days off after a spa weekend with his wife at the Belfry in Warwickshire. Congratulations on the milestone, Charles!

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August PURPLE TUESDAY WEBINAR

Young Disabled Consumers Purple Tuesday 365 will be hosting a webinar entitled ‘What Young Disabled Consumers Want’ on Thursday 12th August.

Scheduled for 12.30pm, the webinar will take a deep dive into the world of young disabled consumers, looking at their ambitions and challenges, as well as some of the ways in which obstacles can be prevented or overcome for them. Members of the Aspire family are invited to take part – please ask your line manager for details on how to book a place.

KRISTIAN & MARIN GO THE EXTRA MILE Congratulations to Kristian Kitka and Marin Rupa from the Aspire team at Cardinal Place, who received recognition from Landsec and Gratitude Awards from NJC for their hard work in removing a large amount of bulky waste from the car park. Not only did the pair work tirelessly, without complaint, but they even stayed on after their shift had ended to complete the job.

Kristian and Marin were presented with their certificates by Andy Merritt, Sustainability Manager at Bywaters.

Landsec | Aspire supports the work of #PurpleTuesday in driving change to enhance the customer experience for disabled people, as well as subscribing to Purple Tuesday 365, which keeps the focus on accessibility and equality all year round.

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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 2019.

— United

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Aspire PLAYER OF THE MONTH

June ‘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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This month’s worthy winners are Wayne Linnet and Glenn Darlison, high voltage (HV) experts for NG Bailey, who took it in turns to stay at a hotel for around a month in order to be on hand in case of power problems.

Over a period of several weeks, there were a number of power outages due to various issues at 80-100 Victoria Street.

Eventually a faulty component on the system was identified and removed but, even after this, Wayne and Glenn

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Player continued to stay on alternate nights at the hotel in Victoria, 7 days a week, so that a technician could be on site to rectify any issues quickly. This meant that the pair, who are NG Bailey’s only two maintenance staff in London authorized to work on HV equipment, spent considerable time away from family and friends.

Fortunately the power issues were fully resolved but Wayne and Glenn deserve recognition for being determined to offer the best possible customer service.

Well done, guys!

of the month

Winners Wayne Linnet & Glenn Darlison

Glenn Darlison (left) and Rob Trewick (NJC) after the Aspire Derby.

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