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Customer satisfaction

The value in our portfolio comes from customers choosing to lease our buildings. We are committed to continuing to develop the ways we work to support our customers' own business needs more effectively.

In 2006, based on occupier feedback, we made a number of changes to improve how we manage our properties:

• We established a Key Account Programme involving our senior management for 85 occupiers.
• We published Our Service Commitment to occupiers and began using it to manage the performance of our employees and our managing agents.
• Following a review of our managing agents we implemented changes to improve service to occupiers, including consolidating our managing agents from 19 to 9, establishing new contract terms and agreeing key performance indicators.
• We reviewed our service charge management and introduced a number of changes to ensure that we exceed the standards set out in the new Service Charge Code.
• We reviewed and amended the licence application process for our London office portfolio, streamlining the process and reducing bureaucracy for our customers.

We also continued to support customer service through our active involvement in Real Service, a benchmarking group dedicated to helping the real estate industry improve customer service and generate improved performance.

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