Close cooperation with our tenants and other stakeholders is an important element in our sustainability strategy. The Fund incorporates the priorities and demands of tenants continuously and in various ways.
Tenant engagement
Tenant satisfaction
In 2014, we again conducted a tenant satisfaction survey to identify our tenants’ concerns and priorities. The survey covered topics such as the service level of the property managers, quality of the properties and the living environment. All tenants are asked to participate and last year the response rate fell to 2,186, compared with 2,769 in 2013. The overall satisfaction score remained stable at 7.4 (2013: 7.5) and outperformed the benchmark (7.0). The results of the survey are passed to all property managers and they are asked to come up with a plan to improve how they deal with complaints.
Property management engagement
In 2013, we introduced Service Level Agreements. Property managers are assessed each quarter on topics related to administrative management, technical management (including sustainability), commercial management and tenant satisfaction.
Managing the supply chain
Since 2013, we have applied ‘Bewuste Bouwers’ criteria to all new projects that the Fund acquired from Bouwinvest Development. These criteria ensure that the contractor deals with the concerns of local residents, and addresses safety and environmental issues during the construction phase. In 2014, the Fund started to include those criteria in the contracts for turn-key projects as well. Contractors are required to score ‘above the norm’ on at least 80% of the total points (4 stars). The agreements with contractors frequently include a provision obliging the contractor to provide and stimulate traineeships and work experience places.