Stakeholders
Objective: To listen to our stakeholders and respond to their feedback to meet their changing needs.
Customers
In the UK, we were ranked in the top quartile of the RealService Best Practice Index, for the third consecutive year. In Continental Europe, our independent customer survey revealed an increase in satisfaction. This positive performance reflects our efforts to work more closely with our customers, raise property management standards and improve consistency. In 2010, we will continue to work with our customers and suppliers to deliver even better value for money.
Employees
We aim to attract and retain the best people by committing to excellent employment standards. In 2009, we provided our employees with 3,410 training hours, equivalent to more than one day per person. We also carried out a six-month Ecoficiency campaign to encourage our people to think and act sustainably.
Investors
We continue our efforts to maintain the highest standards in investor relations, encouraging open dialogue and building long-term relationships to meet investors’ needs. In 2009, we held more than 130 investor meetings, attending road shows and conferences in the UK, Continental Europe and the USA.
Communities
In 2009, an impressive 94 per cent of local people surveyed in Slough stated that they supported our Masterplan for the Slough Trading Estate, which received planning permission in October 2009.
SUSTAINABILITY = VALUE
GOOD STAKEHOLDER RELATIONS = GOOD REPUTATION
CUSTOMER SATISFACTION = LOYALTY AND INCOME
EMPLOYEE ENGAGEMENT = RECRUITMENT, RETENTION AND SKILLS
UK customers rating 'good' or 'excellent' (%) *
*There will be a further independent survey of our UK customers in 2010.
Continental European customers rating 'good' or 'excellent' (%) †
† There will be a further independent survey of our Continental European customers in 2011.