INTRODUCTION. Corporate Responsibility: A year in our life 2011/2012

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1 Corporate Responsibility: A year in our life 2011/2012 INTRODUCTION It s been a great year for us in terms of our building s environmental performance and its impact on our community. This booklet outlines some of the key indicators and reminds you of The Galleria s continued commitment to following the best sustainable practices and how much time, money and passion is invested in making the centre a true success for our partners and the community to enjoy for years to come. Our 500,000 sq. ft. covers more than just retail and leisure opportunities. It is made up of over 600 employees, four service partners, over 100 retailers 4309_Galleria Corporate Responsibility A5 NEW2.indd 1 and a small centre management team that come together to ensure we do our very best to exceed the customer s experience and take personal responsibility to deliver the best we can at all levels. So much so that Land Securities has invested 5 million in The Galleria improvements since 2006 and plans to spend a further 2 million on future initiatives. It s thanks to these investments and the delivery of our commitment that we opened fourteen new retailers and renewed a further ten occupiers. 23/07/ :09

2 OUR ENVIRONMENT OUR LONG-TERM OBJECTIVE: To reduce our carbon emissions by 30% by 2020 KEY HEADLINES: Electricity consumption: reduced by 9.2% Gas consumption: reduced by 38% Waste and recycling: 64% waste directed from landfill World Environment Day Green Apple Awards are part of a national campaign that recognises companies, councils and communities efforts to improve Britain s Green credentials. In November 2011, The Galleria was rewarded with two Green Apple Environment Awards for works in the community and in recognition of the work towards World Environment Day in June Carbon offset funding Over the last eighteen months, approximately 20,000 was spent at The Galleria to carry out a program to replace inefficient lighting with fluorescent batten fittings complete with high frequency control gear producing less heat to minimise the environment impact. 4309_Galleria Corporate Responsibility A5 NEW2.indd 2 23/07/ :09

3 OUR COMMUNITIES OUR LONG-TERM OBJECTIVE: To be recognised by local communities as the number one partner for the delivery of positive and social economic impacts. KEY HEADLINES: Money raised for charity/space equivalent: 36,100 Number of community events: 65 Community Investment: 5,250 British Heart Foundation Great Balls of Fire - On Friday 24th February more than 60 staff from The Galleria in Hatfield were challenged to walk on hot coals by the British Heart Foundation to help raise over 3,000 for the charity. In addition, nearly 700 bags of clothing and 150 bags of books were collected during the year from both the internal and external collection points and during the September awareness fundraiser. Centre Director walking the coals I am overwhelmed by the amount of support this activity attracted. It s great to see staff and shoppers alike come together to support such a great cause. Tim Stirling, Centre Director National Young Epilepsy The Purple Plunge rose over 3,500 through an abseiling event from the rooftop of The Galleria to support National Young Epilepsy.org.uk Forty people including members of the management team and Grant Shapps (Minister for Housing and Local Government) were harnessed and made their way down the 25m drop. 4309_Galleria Corporate Responsibility A5 NEW2.indd 3 23/07/ :09

4 YMCA Sleep Easy For the third year, The Galleria supported the YMCA fundraising initiative to help change the lives of vulnerable young people by getting involved in a night of sleeping rough to highlight the issue of youth homelessness and raising 15,000 to support the work of the local YMCA branch. YMCA Sleep Easy Isabel Hospice On October 1st 2011, The Galleria launched its association with the local charity Isabel Hospice to raise awareness and support fundraising activities (target 10,000) to enhance the quality of life for patients living with cancer and other life-limiting illnesses in Hertfordshire. ARISE Hatfield ARISE (the Alliance to Reward Initiatives and Social Enterprise) is an alliance of business partners in Hatfield (Welwyn) brought together to provide an annual fund of money to support initiatives and socially based activities that improve the lives of groups or individuals in Hatfield, Hertfordshire. Requests for funding, up to a maximum of 1,000 can be made by any group, organisation or individual wishing to do something to help their local community. This initiative will launch in October Left: Firefighters who took part in the ladder climb to reach the height of Everest for Isabel Hospice at The Galleria. 4309_Galleria Corporate Responsibility A5 NEW2.indd 4 23/07/ :09

5 THE GALLERIA CORPORATE RESPONSIBILITY OUR CUSTOMERS, SUPPLIERS AND INVESTORS OUR LONG-TERM OBJECTIVE: KEY HEADLINES: To set the standards for innovation, value and service to which others aspire Retailer Satisfaction: 86% Retailer Willingness to recommend: 100% Working locally, delivering national standards The Galleria delivers high standards of customer service based on brand expectation.the same strategy is embraced by all suppliers and service providers including GBM Cleaning, NG Bailey Maintenance, Mitie Security and Endymion Landscaping who have been based in Hatfield for over 15 years, worked alongside The Galleria to develop and sustain The Learning Garden (pictured ABOVE). The management team at The Galleria provides training for all new employees and contractors to ensure that The Galleria Experience is consistently 4309_Galleria Corporate Responsibility A5 NEW2.indd 5 conveyed to all its customers, both retailers and visitors. Customer service standards are broken down into simple steps which are easily realised and can be contributed to on a daily basis by every role. To then celebrate the excellent customer service delivered by Land Securities staff and service providers at The Galleria, a monthly on brand employee award is given to those who have demonstrated the core values of the Customer Service DNA concept. 23/07/ :09

6 Working with suppliers to grow a local workforce From our gardeners, to our shop-fitters, our maintenance team and our administration support, we tender and subsequently employ contractors who are able to provide employment opportunities from within the local community We re very proud that our contractors are so keen to support us in employing local people. These are difficult economic times for us all, and we hope that by offering support to people in Hatfield we are showing our commitment to the local community and economy Tim Stirling Centre Director Top: Lee Thompson Ska Orchestra performing during Christmas; Above: Suggs from Madness switches on the Christmas Lights Excellence awards The management team at The Galleria takes great pride in the operation of the centre and we would like all our occupiers to do the same. We aim to put customers first in all that we do to ensure they have a good experience every time they visit. The Striving for Excellence programme gives our occupiers the confidence and incentive to ensure that the customer experience at The Galleria is a positive and memorable one. It s is an incentive competition that all of our occupiers are able to participate in, that we support and monitor throughout the year, ending in an awards ceremony each June. Left: Local school performing with Twist & Pulse 4309_Galleria Corporate Responsibility A5 NEW2.indd 6 23/07/ :09

7 OUR PEOPLE OUR LONG-TERM OBJECTIVE: To be recognised in the region as an employer of choice for developing people to be the best they can be. KEY HEADLINES: Top 3 team employee survey results within Land Securities. Personal Development Plans introduced to identify individual growth opportunities. Local jobs for local people The Galleria is one of the largest single employment destinations in Hertfordshire with over 700 people either directly or indirectly employed on site. The vast majority are employed as part-time sales assistants (many from The University of Hertfordshire), and there are also numerous full time sales assistants and management roles. We work very closely with our occupiers to help them find the very best local candidates and then we support their induction, their understanding of health & safety matters and build their knowledge of our market to identify commercial opportunities for a profitable business. Cody from Mitie Security Rob from NG Bailey Maintenance 4309_Galleria Corporate Responsibility A5 NEW2.indd 7 23/07/ :09

8 SHAPING THE FUTURE OF RETAIL Land Securities is a Real Estate Investment Trust and a FTSE 100 property company. Land Securities has established a reputation as one of the most active and forward-thinking property companies in the country. With a commercial property portfolio of approximately 29 million sq. ft. we are a FTSE 100 company and the largest Real Estate Investment Trust in the UK, providing property services to more than 2,500 private and public sector clients. We are committed to shaping the future of retail and that s why 300 million shoppers a year visit our retail destinations. Our retail portfolio spans 22 shopping centres, 18 retail parks and 3 outlets, within which we care for approximately 1,600 retailers. We also have two of the most exciting developments in the UK, Trinity Leeds and Buchanan Street, both set to launch in spring Contact us We would love you to share your ideas and initiatives so please do get in touch. Tim Stirling, Centre Director Management Suite, The Galleria Comet Way, Hatfield Hertfordshire Land Securities Group PLC 5 Strand Street, London WC 2N 5AF _Galleria Corporate Responsibility A5 NEW2.indd 8 23/07/ :09

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