LS2324 Aspire One Newsletter - Issue 73 April 2022

ISSUE 73 : APRIL 2022

One

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

The future’s looking

ACE

With the Aspire Centre of Excellence (ACE) now open in the City, collaboration between Service Partners and access to a range of dedicated workspace facilities has never been better.

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Cover: Jerome Baker from AspireAssist at One New Change.

Right: Dave Payne has returned to Landsec as Operational Risk Manager.

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 Magazine is keen to welcome points of view from Landsec staff and Service Partners. Therefore, the views expressed in this magazine 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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Magazine David Wickens

Paul Roberts of Jaguar tackles the Lake District’s Old Man of Coniston.

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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In this month’s edition we celebrate the opening of the Aspire Centre of Excellence (ACE) at One New Change.

This marks another important step on the Aspire journey to achieving excellence in customer service. ACE is the new home of AspireAssist but it’s so much more than that – with a range of workspace meeting facilities on offer it’s now the focal point of collaboration between Service Partners. It’s open for everyone in Aspire, so why not drop by and check out its facilities?

Then we have an interview with Jamie Taylor, Head of Property Operations, about the purpose, challenges and future of Aspire. Jamie explains that we should deal with today’s challenging business landscape by continuing to innovate, while keeping the ethos and high standards of service that we’re renowned for.

This issue also sees some new features. Firstly, ‘Grapevine’ is a column for us to introduce new starters, celebrate promotions or other successes and say ‘au revoir’ to those who are leaving Aspire they may return someday, like Dave Payne.

Another new feature is ‘5 minutes with…’, in which we discover more about an Aspire colleague beyond their work persona. First into the spotlight is Paul Roberts of Jaguar and we look forward to finding out about other colleagues in future editions.

We’re very excited to be able to hold some events once again for our Aspire community. The Quiz Night on 27 April was a great success – there will be details and photos in next month’s issue – and please save the date of Thursday 30 June for the next Aspire Sports Day... it’s going to be epic!

Alison Currell Aspire Service Delivery Manager alison.currell@landsec.com

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

Heidi Scott One Copywriter heidi@tigerbaydesign.co.uk

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A view from the top With the launch of the Aspire Centre of Excellence this month, One Magazine has taken the opportunity to chat with Jamie Taylor, Head of Property Operations, about the purpose, challenges and future of Landsec | Aspire.

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Office Space

by Landsec

Jamie Taylor at 80-100 Victoria Street.

The Forge.

Nova Victoria.

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Jamie Taylor has been Head of Property Operations at Landsec since November 2019.

Away from work, Jamie has enjoyed playing rugby and cricket in the past but now puts all his enthusiasm into supporting his son and daughter, who also play rugby and cricket. Jamie is very proud that his daughter, at the age of 15, recently made her debut for Sussex women’s cricket team.

Jamie loves to travel and, with his favourite destination being Italy, it’s no surprise that he often tries out his culinary skills at home.

“Italy is my favourite country. It has amazing food, beautiful countryside,

incredible wine and lovely people. The weather is usually pretty good too.”

Before joining Landsec, Jamie led operational and security teams for two years at Gatwick Airport’s North and South Terminals. Coupled with his extensive experience with top brands such as Nestlé Nespresso, Vodafone and L’Occitane, Jamie has made a deep impact and his affable manner makes him popular with colleagues, customers and Service Partners. His expertise lies in developing strategies to convert customer insight into practical and profitable solutions, a skill he is also bringing to the Aspire community.

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“Aspire is a best-in-class model for facilities management,” says Jamie.

“It’s very well respected in the property sector and a lot of people want to take the idea and copy it – but nobody has done such a good job. It’s a community with the same value set, which delivers the highest level of premium service to our office customers. It’s almost a business within a business.”

Jamie continues: “We have just come through a challenging time, reacting to a global pandemic, the geopolitical situation and rising costs of living. These are the challenges we face. The genuine one-team approach of the Aspire Service Partners provides a unique group of people with the skill set and team spirit to tackle these challenges head-on.

By working in partnership with our Service Partners, harnessing their knowledge and industry-leading insights, you see the true spirit of Aspire coming through.”

By way of an example, Jamie mentions the Innovation Days held recently with Service Partners, with the aim of understanding how to be more innovative in our approach to customer service. “We invited all the Aspire Service Partners to a session to share their views of the future,” explains Jamie. “It was great to see how creative our Service Partners are with both the short- and long-term needs of our customers in mind. Some of the ideas that came out of the day are already being reviewed and we are working to understand the benefits these ideas will have for the objectives of both Landsec and our customers.”

As a follow-up to the Innovation Day, a Cleaning Masterclass was held with Principle at the Lloyd’s Building in the City. This provided invaluable insight into the cleaning industry today and a glimpse of what the future holds in terms of opportunities and technology.

“We will be asking our Service Partners on a regular basis to challenge us, come up with ideas and test our resolve in raising the value and service we deliver to our customers,” says Jamie.

“Providing an innovative service offering is all part of being a Aspire Service Partner.”

“With Landsec continuously striving to set the standard within a competitive market,” concludes Jamie, “ongoing projects such as the Forge, n2 and Lucent will benefit from the expertise and partnerships that are already established with our Aspire Service Partners. With the addition of the newly opened Centre of Excellence at One New Change, we can feel proud of our Aspire community both now and into the future.”

Lucent.

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“We will be asking our Service Partners on a regular basis to challenge us, come up with ideas and test our resolve in raising the value and service we deliver to our customers.”

Jamie Taylor | Head of Property Operations.

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Aspire ONE TEAM / ONE PURPOSE

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

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

Jamie Taylor Head of Property Operations

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CREATING EXPERIENCES AS ONE

Aspire Centre of Excellence The future is now 1st April 2022 saw the launch of the Aspire Centre of Excellence (ACE) at One New Change.

As well as becoming home to the highly successful AspireAssist service, ACE is set to offer portfolio-wide contract management and customer service excellence through a range of Service Partner community facilities.

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The Aspire Centre of Excellence (ACE) is designed to be a hub for collaboration between Landsec and Service Partners, with the aim of promoting excellence in customer service. The open facility brings hot-desking, a meeting room, personal booths and team-building events and, with every member welcome, aims to further streamline day-to-day interaction within the Aspire family.

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Kelly Barlow making use of a personal booth at ACE.

“The aim is for ACE to be a thriving hub of collaborative working, sharing of best practice and skills development. Essentially best-in-class service, under one roof.”

Alison Currell Senior Aspire Service Delivery Manager.

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Meet the team

Designed to further integrate Service Partners, this new hub is located on the first floor of One New Change, adjacent to Gordon Ramsey’s Bread Street Kitchen & Bar. If you would like to benefit from any of our ACE workspace facilities, please contact us for further information.

BOOK NOW

Hot-desking Need a workspace in the heart of the City?

Make yourself at home at ACE! There are workstations with Wi-Fi, coffee and tea-making facilities and washrooms – in fact, everything you need to be productive on the go. Bookings can be made via the Sign-In app; to request a link email shuntley@njcdna.com

BOOK NOW

Meeting room Looking to discuss a project in more detail with up to 12 colleagues?

Book the spacious meeting room at ACE and get your discussion off to a flying start. With Wi-Fi, refreshments and a flipchart, nothing will hold you back.

To book the meeting room e-mail reception@onenewchange.com

BOOK NOW

Personal booths Need a private space in an open office?

If you’re looking to carry out an induction for a new starter, training for a small group of staff or complete an online course to develop your skills, then ACE has two booths with bench seating. These convenient spaces are also ideal if you just want an informal meeting with coffee.

To book a booth email reception@onenewchange.com

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Meet the team

“Having a space where Service Partners can meet and collaborate ensures lines of communication remain open and streamlined.”

Alison Currell Senior Aspire Service Delivery Manager.

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Shade Huntley.

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Jerome Baker.

Aspire Centre of Excellence

the new home of

AspireAssist

24/7 HelpDesk

As well as inviting Service Partners to discuss issues in person at the newly opened Aspire Centre of Excellence, Landsec has also made its ACE facility the location of the highly successful AspireAssist HelpDesk.

With face-to-face problem solving, support ticket data and direct Service Partner communications now all under one roof, Aspire members have the perfect platform to deliver customer service excellence.

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Aspire CENTRE OF EXCELLENCE Matthew Morse.

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Meet the team

LiveChat Instant contact, at your fingertips.

assist.landseclink.com

The AspireAssist 24/7 HelpDesk team — Shamora Dalhouse Manager — Shade Huntley Business Support Manager — Matthew Morse Supervisor — Zainab Mohmed Administrator — Jerome Baker Administrator — Derek Ibeto Administrator

First off the starting blocks to make use of the Aspire Centre of Excellence is the AspireAssist service, which moved in during the first week of April.

A considerable amount of work was required prior to the move from The Zig Zag Building to One New Change, according to Shade Huntley. “The move took place on the Monday and Tuesday and we were in the day after,” she says.

“It took three days but the preparation was thorough to make sure we had everything in place, such as checking the networks.”

Shamora Dalhouse adds, “The team worked from NJC head office, while one manager worked at ACE. We had live systems at both places and communication was via Microsoft

Teams.” The careful planning paid off, according to Shamora: “It was the easiest move I’ve ever done,” she says.

“We had a good team of movers to co-ordinate all the works and the Landsec IT department worked well with our IT team at NJC.” Asked what she thinks of the new Aspire Centre of Excellence, Shamora is full of praise. “People are my thing.

I like being with people, the more the better. I think it’s great that we have direct contact with all the Service Partners now. A lot of them pop in and out, as well as the Landsec Workspace Managers. That, for me, is the biggest change – we see the Workspace Managers because they can hot-desk from here,” she continues.

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“It’s great to actually meet the people that we’re working with. Having a meeting room means we get to meet even more people, if they have a projects meeting for example. And it’s such a beautiful location. I love the walk to the building, it’s a feel-good factor for me.”

Whereas meetings in Victoria tended to be held at 80-100 Victoria Street rather than at AspireAssist’s former home at Zig Zag, now many more managers will be using the meeting room at ACE. “I’m looking forward to the integration and working together,” says Shamora.

“Not only will we get to meet them but potentially we can sit down with them and brainstorm ideas. They can see us working, which may inspire them to change a procedure to match ours and vice versa. In my opinion, it can push co-operation to a different level simply because we’re in the same space and get to see each other working.”

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Meet the team

Zainab Mohmed.

How can we help you today?

Submit a new support ticket right now!

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Aspire CENTRE OF EXCELLENCE Shamora Dalhouse.

AspireAssist

24/7 HelpDesk

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Aspire ONE COMMUNITY

You heard it through the

Grapevine In this brand-new section of One magazine, we’ll share snippets of news from across the Aspire family. We will be welcoming new faces, bidding fond farewells and celebrating promotions and other achievements. Please send your news to aspire@landsec.com.

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This month we welcomed Martina Jisova and Kick Douglas as new Workspace Managers for Landsec, both taking care of our Myo spaces.

You can find out more about Martina and Kick in our next issue. As well as these new faces, we welcomed back a familiar one: Dave Payne has returned to Landsec as Operational Risk Manager.

62 Buckingham Gate.

Some changes at Service Partner D2E mean that Neil Swindells (Account Manager) and Arash Kahedi (Technical Support Manager) have joined the Account Team for Landsec.

At NG Bailey, Lee Terence Parker has been promoted to Lead Fabric Technician, while Melissa Groenewald has stepped up from Operations Administrator to Customer Experience Manager.

Congratulations, Lee and Melissa!

Waiting game at 62 BG Aspire team members at 62 Buckingham Gate recently showed that they were determined to do the right thing at the right time.

As some fabric work was undertaken on one of the pillars at the front of the building, a bird’s nest containing eggs was found. On the advice of local authorities and the pest contractor, the nest needed to be left until nature had

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taken its course and all the eggs had hatched. While works were stopped Bryan Villenas, NJC Manager, and the NG Bailey team at 62 BG checked daily on the nest. Working in partnership, the Aspire members ensured that our feathered friends were protected and that the work could be completed at the earliest opportunity and in a professional manner. Well done to everyone involved.

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Sadly, we have to say farewell to Joana Faria, Guest Experience Executive for Myo at Dashwood; Kelly Rimmer, Guest Services Manager for Rapport; and Kerry Whitebread, Workspace Manager at Eastbourne Terrace. We thank them for their dedication over the years and wish them all the best for the future.

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United front saves the day at Dashwood When a major waste leak occurred at Dashwood recently, Aspire team members showed a united approach to resolving the issue.

In the first week of March, a fatberg – thought to be 30m long – in the main sewer at Dashwood caused a major flood in the basement. The issue lasted two weeks but was managed and finally resolved through excellent collaboration between several Service Partner teams.

“It was like having rainfall in the plant room,” says Lawrence Merry, Key Account Manager for Bidvest Noonan, “and it was also coming through the pipes in three different places in the loading bay.” In fact, as the sewer was blocked, this deluge was a mix of rainwater and sewage. Consequently, there was soon an unpleasant smell in the air at Dashwood.

Security officers from Bidvest Noonan initially found the leak and reported it.

The team from NG Bailey then went into the plant room to make it safe.

The security team helped the cleaners from Principle to wet vac and mop the areas affected. “We were using large waste bins to capture the water,” says Lawrence, “and people were down there wet vacuuming and cleaning every day for two weeks. No one complained about it. We all just got on with it and everybody did their bit.”

NG Bailey set up pumps in the area and ran 50ft hosepipes into another drain beyond the building in order to remove the waste. Once the fatberg was finally shifted from the main sewer, NJC’s External Services team came in to undertake a deep clean over several nights to remove all traces of the leak.

Charles Walden, Account Director for NJC, adds: “The job took five visits to complete in total and, with the assistance of NG Bailey and Bidvest Noonan, we were able to formulate and execute a very complex clear-up in a very effective manner.” Charles singles out Luke Voce of NG Bailey for special recognition, saying that he worked with NJC’s specialist team at a very late hour to guide them on areas that they could work in safely.

Although the leaks are resolved, some plant was damaged and there is still no hot water in the building from the mezzanine level down. An insurance claim is underway and, in the meantime, Jordan Joseph (Workspace Manager) is aiming to get some temporary shower units installed.

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Games for the 1st Aspire Olympiad

Sports Day

2022

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Make a note in your diary and dig out those trainers! We’re delighted to say that the Aspire Sports Day will make a welcome return on Thursday 30 June.

This evening event will be held at Vauxhall Rhino Turf in Lollard Street, Lambeth. We’ll have all your Sports Day favourites including egg & spoon races, footie matches, sack races, tug of war, 3-legged races, dodgeball and the space hopper relay. It will be fun, fun, fun... plus there’ll be a BBQ to enjoy afterwards.

Spaces are limited to 8 teams of 8, so get your teams sorted. To register simply email aspire@landsec.com

J U N E

8 t e a m s o f 8 p e o p l e // A l l s u p p o r t e r s w e l c o m e // R e f r e s h m e n t s s u p p l i e d

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5 minutes with…

Paul Roberts Managing Director of Jaguar Building Services, the company he founded in 1988.

What do you like to do outside of work?

I’m keen on fitness. I go running, cycling and to the gym each week.

I’m also a bit of a ski freak – I go skiing two or three times a year. I ran in the first ever London Marathon at the age of 17, completing it in a time of 4 hours and 20 minutes.

What’s your all-time favourite movie?

The Great Escape.

Have you been inspired by anything or anyone recently?

The Ukrainian President, Volodymyr Zelenskyy – for his honesty and loyalty to his people. He’s definitely an inspirational guy. In the face of overwhelming odds, he’s got stuck in and is holding firm. I really admire the guts and determination he displays.

What would you say is your greatest achievement?

Raising four daughters to be decent human beings. They’re grown up now and aged between 26 and 32.

Second to that would be starting a business and making what I think is a success of it.

What’s on your bucket list?

What do you know now that you wish you’d known when you were younger?

I would say the importance of addressing the work/life balance and supporting your family in their developmental years. When I was building my business up, my wife was often left to raise our four children, which I regret. I wasn’t totally absent but things could have been better.

What was your first ever job?

It was as a waiter in a Little Chef near Radlett, just outside St Albans.

I absolutely loved it. There were some life lessons there on just how hard people work in order to maintain their family life. In those days, I came across a number of professional drivers who struggled to read, hence the number of pictures on the Little Chef menu. The restaurant was down the road from a mental health hospital and some of the patients used to work in the kitchen. At the age of 14 or 15, I was interacting with people who were delightful most of the time but might, now and then, succumb to stress. The manager there got the best out of them and made their working day a positive experience, so he was something of

a role model in management. I used to love the stacks of pancakes with maple syrup. And the other thing that I remember was that there turned out to be a brothel operating in the bungalow next door!

What would you say is your best skill in business?

Treating staff fairly and respectfully, and receiving their loyalty in return.

That’s the cornerstone of my business, really. People who feel respected by their managers tend to perform a lot better and have greater self-esteem and job satisfaction.

Courtesy is free. The Landsec ethos runs parallel to mine; the way in which they approach their teams and Service Partners is to be applauded.

They treat their Service Partners exceptionally well – they feel valued and are motivated to deliver great service in return.

A cycling trip in Asia – Thailand, Vietnam or Cambodia – to explore the countryside there. I just need to persuade my wife to get on a bike!

There’s also a tour on a Royal Enfield (the British motorbike that’s now made in India) across the Himalayas.

Then there’s the North Coast 500 route around the top of Scotland; I’d like to do that in a motorhome so I could stop anywhere and admire the view.

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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?

— Bold — Inclusive — Driven — United

Aspire Recognition Awards.

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Aspire PLAYER OF THE MONTH

March ‘22

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 or directly via WhatsApp on 07834 431208

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Congratulations to Zene Kuchinskiene of NJC for winning one of this month’s awards.

Jef Adams.

Zene has repeatedly demonstrated being driven to offer the best possible customer service. Jef Adams, Estate Security Manager at Cardinal Place, says: “Zene has a can-do attitude and demonstrates this for any task.” By way of example, Jef says that when a large piece of glass shattered within one of the lifts at 80 Victoria Street, Zene immediately arranged the clean-up process, without prompting, to ensure the lift could be returned to operation.

“Zene completed a lot of the work personally,” adds Jef. Another example quoted by Jef is that when he enquired

about having a broken hand towel dispenser replaced within the Service Partners’ welfare facilities, Zene had the old one removed and a new one in place within the hour. “As both examples indicate,” says Jef, “no matter how big or small the task may be, Zene is always quick to respond.”

Well done, Zene!

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The NJC team at 40 Strand have been nominated for an award for keeping the property in pristine condition.

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Francisca Cumbicus.

The team, headed up by Francisca Cumbicus and overseen by Ula Zawadzka, have shown that they are driven to go the extra mile. With Landsec currently trying to let a floor at 40 Strand, the NJC team have helped to ensure the space is kept pristine and the plants watered. In addition, as the sale of the building has been going through, they have assisted in keeping the external areas clean and tidy for viewings and just generally. “I truly feel the team deserve some form of recognition,” says Ross Wiles, Workspace Manager, “as they have gone far and beyond what is within their remit.” Congratulations to NJC at 40 Strand!

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Team of the month

Did you know?

You can now also recognise & reward your colleagues by sending their name and Service Partner directly with WhatsApp to 07834 431208.

Have your say AspireAsOne.co.uk / WhatsApp

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The Queen’s Platinum Jubilee 2022 In 2022, Her Majesty The Queen will become the first British Monarch to celebrate a Platinum Jubilee after 70 years of service. Landsec | Aspire invites all Service Partners to get involved in celebrating Her Majesty’s historic reign in the run-up to the Platinum Jubilee Central Weekend.

CelebrateAsOne - Wednesday 1st June

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