Stockland Corporate Responsibility and Sustainability Report

Project Rapport was initiated with Optus, our largest office tenant.

Our customers and suppliers

Tenant engagement

Engaging with our tenants means we can better understand their needs and identify areas for improvement. In FY09 we conducted an extensive review to assess efficiencies of the core service interactions with the Stockland Service Centre and associated stakeholders. The review focused on three areas which included the key reactive maintenance process, contractor management and invoicing. These areas have now been refined and improved which will result in a more personalised service to our customers and efficient management and payment of our contractors.

One of the key areas where we can provide value and guidance to our office and industrial tenants is in the area of environmental sustainability. We have the opportunity to help our customers improve their environmental performance and this constitutes an important part of our overall commitment to the environment. 

Project Rapport

Project Rapport is a client relationship strategy that aims to achieve greater engagement of all key stakeholders in managing key Commercial Property tenants. The project was initiated in the context of our relationship with our largest office tenant, Optus, and over FY09 has been presented to key government tenants as an opportunity to foster better relationships.

This year, our office tenants told us that the way we respond to their daily operational issues is of great importance. In response to this we have reviewed our service model and streamlined internal processes to ensure our service process is proactive and responsive. In addition we have undertaken extensive customer service training with our employees to ensure they have the tools to identify and respond to the needs of our customers.

Working with tenants on sustainable design - Snowdonia Air Conditioning Services

We seek to work with our tenants on sustainable built environments. This includes on projects where our direct involvement is limited to land development, rather than asset management. The North Lakes Green Business Fund provides incentives of up to $100,000 to encourage companies to use superior sustainable building practices in the North Lakes Business Park.

We have worked closely with the first developer in the business park, Snowdonia Air Conditioning Services, to construct its premises. Snowdonia's vision was to create an industrial building featuring innovative and sustainable design principles in order to reduce the environmental impacts of the building.

Snowdonia is the first project to be completed that aligns with the vision for sustainability set for the North Lakes Business Park and is currently being assessed against Green Business Fund criteria to determine eligibility for funding.

Many of the design features of the Snowdonia building are leading examples of what can be achieved in an industrial facility including:  

 

Engaging with our retailers on environmental sustainability

We launched a green tenant fitout guide in 2007 to provide guidance to our retail tenants. Building on this work, we are seeking broader engagement with retailers on environmental sustainability.

We have partnered with the Department of Environment and Climate Change NSW (DECC) to promote a business program called Sustainability Advantage. The program is designed to help our retail tenants understand sustainability and add business value and it will be launched in the second quarter of FY10. Participants will have the opportunity to improve their business through innovation, lower costs, improved productivity and enhanced reputation as a supplier and employer of choice.