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YOUR PROPERTY UPDATE WINTER 2014
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Welcome to the Winter 2014 Customer Newsletter.
Looking back on last year, we have delivered a number of significant projects including the Atlantic House Crew report, Pier 2 toilets, Ashdown House lobby area and most recently the Hampton by Hilton hotel!
I would like to thank you for your feedback and comments in the Customer Survey that was carried out at the end of 2013, we are currently reviewing the issues raised and working on an action plan.
As always we would love to hear from you and if you have any suggestions on ways we can improve please contact us.
For now, I think we have had enough of the wet stormy weather and are looking forward to some sunshine!
Emma ReesHead of Real Estate
YOUR PROPERTY TEAM
Emma Rees MRICSHead of Real Estate07876 [email protected]
Jamie Duncan MRICSAsset Manager - Industrial & Non Office07824 [email protected]
Patrick Kielty MRICSAsset Manager - Statutory & Offices07850 [email protected]
Naomi Loosemore MRICSAsset Manager - Staff car parking, GAL Accommodation, Retail07714 [email protected]
Hannah Wilson MRICS Asset Manager - Terminals & CIP07747 [email protected]
Philip TidburySenior Commercial Facilities Manager07802 [email protected]
Kathryn WilliamsCommercial Development Manager07789 [email protected]
Sue CoxonFacilities & Approvals Manager07803 [email protected]
Dionne RoseFacilities & Solutions Manager07850 [email protected]
Matthew MorganFacilities & Solutions Manager07850 [email protected]
Dianne ReynoldsStaff Car Parking [email protected](Requests-queries only to be forwarded by Authorised Signatories)
Naurin RashidProperty Executive012 9350 385007718 [email protected]
Tania HeathGraduate Property Surveyor012 9350 837707585 [email protected]
AS A REMINDER...The Customer Zone document is available to download at
www.gatwickairport.com/business/opportunities/property/why-locate
You will find lots of useful information about your tenancy and
provides guidance on key issues you may encounter during
your occupancy.
For any general property related queries please contact Naurin
Rashid, Property Executive, at [email protected]
THE PROPERTY HELPLINEDon’t forget to report any faults by calling 01293 501111
or by emailing [email protected]
Property Asset Management. As a Property Asset Manager, my job is about managing the office portfolio across the campus and I also manage UKBF, Sussex Police and Easyjet as key occupiers.
I act as Landlord to our occupiers on behalf of Gatwick Airport Limited.
Managing accommodation strategy relating to the office portfolio, negotiating new lets, rent reviews and lease renewals, preparing and reviewing service charges, liaising with the project team as and when they undertake any work impacting the office portfolio or the occupiers I manage.
The fast pace at which the Airport environment moves compared to the outside property market.
Working on a joint working approach between UKBF and Sussex Police which enabled us to optimize their accommodation in the South Terminal Immigration hall. The outcome has been well received by both parties.
Miki Dora
Since having 2 young children relaxation seems like a distant memory!!
Cycling, skiing and surfing, and pottering around in my campervan.
To be able to read minds! It would put me on a front foot on every encounter!
If only Kirsty Young was here!!
Living in Biarritz spending my days riding waves and my nights eating Tapas and drinking Rosé.
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LET’S MEET...
PatrickKielty
Office buildings and Statutory accommodation
My job is all about...
My typical day involves...
The best part of my work is...…
My most rewarding or satisfying experience, since I joined the company is...
My inspiration/role model is...
I like to relax by...
My hobbies are...
If you could have any superpower, what would it be and why?
If you are alone in a desert what would your thoughts be?
My ambition is
Simply meetings are a range of meeting rooms conveniently located in both North and South Terminals available to hire on a full day, half day or weekly basis. Competitive rates for companies based at Gatwick.
Simply contact:[email protected]: 01293 501888
DO YOU REqUIRE A ROOM FOR YOUR BUSINESS MEETINgS, TRAININg OR INDUCTION?
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AIRLINE NEWSEASYJET will introduce new routes to Paris, Brussels and Strasbourg meaning Gatwick now serves 45 of the top 50 short-haul business routes.
AIR CHINA returns at the end of March, flying four times a week between Gatwick and Beijing
EMIRATES bring in the A380 for a daily flight from end of March 2014.
gARUDA INDONESIA begin their new route to Jakarta at the end of May 2014.
NORWEgIAN start their new long-haul routes to New York, LA and Fort Lauderdale from July 2014.
MONARCH introduces new routes this spring from Gatwick to Nice, Enfidha, Agadir and Hurghada.
TURKISH AIRLINES increase their Gatwick - Istanbul route to four daily flights from April 2014.
gatwick Property hosted an event for members of the Real Service Best Practice group, which is a benchmarking and best practice group of member organisations, dedicated to helping the real estate industry improve customer service and generate improved property performance.
It is made up of many of the UK’s most dynamic and far-sighted property owners, fund managers and property management companies who have a shared passion for the role that customer service will play in shaping the future of the property industry.The event was a great opportunity for us to showcase Gatwick and shout about all the wonderful things that are happening here.There were speakers presenting from various departments, as well as a tour of South Terminal Security and the Departure Lounge.Just some of the feedback we received:
gATWICK AIRPORT WAS NAMED BEST UK AIRPORT, FOR THE SECOND YEAR IN A ROW, AT THE 2014 BUSINESS TRAvEL AWARDS EARLY THIS YEAR.
We faced some stiff competition to retain the title from the likes of London City Airport, Heathrow Airport and Southampton Airport, but we were ultimately crowned winners by a 14-strong judging panel featuring esteemed journalists and travel buyers.
The judges felt that Gatwick: ‘was an airport that had reinvented itself.’ They said they were ‘impressed with the wide-ranging improvements and with the way it is engaging with the corporate market, as well as adopting a proactive approach with airlines about new routes. With plenty of innovation, it is a worthy winner.’
REAL SERvICE BEST PRACTICE gROUP gATWICK EvENT
One of the best events we have ever had!
Some interesting transferable ideas!
The way they have turned around the business and staff
can be a lesson to us all.
This type of session really gets the customer juices flowing. It also raises the bar for what you are
offering at your buildings.
What Gatwick are doing has upped the game for
everyone else!
CHANgES TO STAFF CAR PARKINg ALLOCATION PROCESS
Gatwick are pleased to announce a new staff car parking allocation process which will be effective from 1st April 2014.
Part of this process will involve releasing further capacity in the car parks close to the terminal. The allocation and redistribution of the staff car park allocations will be administered quarterly on the following dates:
1st April 14, 1st July 14, 1st Oct 14 and 7th January 15
Coffee mornings have been set up in February and March inviting Authorised Signatories to hear more about the new process and to ask any questions they may have.
For further information on this new process, authorised signatories are able to contact Dianne Reynolds our Staff Car Parks Manager [email protected]
Gatwick named Best UK Airport 2014
Well done to the fantastic teams, as well as volunteers and ambassadors, for all the hard work over the last 12 months that leads to awards like this!
STAFF PARKINg
3PROJECTS PIER 5RECONFIgURATION WORKS
Phase 2 of Pier 5 reconfiguration works continue with full gate room soft strip out complete and internal demolition works commencing.
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gATWICK AIRPORTRAILWAY STATION
The long awaited Platform 7 at Gatwick Airport Station was officially opened on Monday 3rd February 2013 by Transport Minister Baroness Kramer and Stewart Wingate, CEO, Gatwick Airport Limited. This formed part of a joint £53m project between Network Rail and Gatwick Airport Limited. The new platform and section of rail line will allow trains from both London Bridge and London Victoria to travel through the station more quickly.
Passengers and commuters can already travel between Gatwick and London Victoria in 30 minutes, Gatwick and London Bridge in 28 minutes and be in the financial district of Canary Wharf in under 45 minutes. Signalling upgrades will allow for more reliable travelling times in preparation for service improvements associated with the Thameslink Programme upgrade, which increases the number of trains and range of destinations serving Gatwick from 2018.
1 The project also incorporates wider benefits that will allow for a better passenger experience throughout the airport. The station concourse itself has seen a major refurbishment with new flooring providing an open and light space.
Stewart Wingate, said: “London gatwick is already the best connected UK airport by rail and this upgrade will benefit the broad range of people that the airport station attracts, from tourists to the business traveller. It will allow us to compete even more for passengers and airlines wanting to come to London and the South East region.”
“This is the first step in our vision for a further £185m redevelopment of the airport station –the Gatwick Gateway. We recognised that with over 14 million people arriving or departing by rail that an investment had to be made to improve the passenger experience in and around the airport.”
PIER 1NEW BEgININgS2
Following the closure of Pier 1 in April 2013, the new pier has now been demolished and the foundations are now beginning take shape and the new building is now visible from the service road.
It is approximately a 35 second walk to the North Terminal and features modern ‘chill out’ zones and a coffee shop. gatwick based staff can take advantage of 10% discount on food and beverage in the Coffee shop, Bar and for breakfast.
AIRSIDE OPERATION BUILDINg
This striking looking building which overlooks the runway next to the Airport Fire Station, is the new Airside Operations Building which will open later in the spring following a six week period of AOR.
It replaces the existing facility which is coming to the end of its operational lifespan. As well as housing the Airside Operations Control Room (the nerve centre for the safe and efficient operation of our airfield) the building will also include Airside Flow Control (the allocation of stands, efficiently maximising performance), management, compliance, technical and administration functions along with impressive welfare and training facilities for the staff responsible for maintaining our key asset.
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HAMPTON BY HILTON5
The 192 room Hampton by Hilton hotel has opened in the North Terminal on the site of Longbridge house.
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Thank you to all our customers who took time to participate in the 2013 Customer Survey, and for all the comments that were made, we find these particularly useful. We think it is important to share with you a selection of the results.
The questionnaire was identical to the 2012 study and was managed by an independent company called Surveylab.
79 responses were received which equates to a response rate of 56% (compared to 51% in 2012, 58% in 2011 and 56% in 2010).
SURvEY SCORESThe scores are against a satisfaction scale where:
5 - vERY SATISFIED
1 - vERY DISSATISFIED
CUSTOMER SURvEY 2013
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.8 3.8
2010 (N/A) 2011 (N/A) 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.5 3.5
2010 (N/A) 2011 (N/A) 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.4
3.9 4.0 3.8
2010 2011 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
OvERALL SATISFACTION WITH THE gATWICK PROPERTY TEAM? Overall satisfaction has fallen in 2013 which is of concern. We will be looking closely at the comments provided to see where we can improve your satisfaction with the service that the Property team provide.
There were a noticeable number of positive comments about the team including mentions of improved communication resulting from the coffee mornings and customer newsletters.
HOW WELL DOES THE gATWICK PROPERTY TEAM UNDERSTAND YOUR BUSINESS NEEDS? N.B NOT ASKED PRIOR TO 2012
There has not been any movement in this area from last year when this question was first asked.
We will continue to work hard with our customers to ensure that the accommodation meets your requirements and the changing needs of your business.
OvERALL, HOW SATISFIED ARE YOU AS AN OCCUPIER AT gATWICK AIRPORT?N.B NOT ASKED PRIOR TO 2012
Once again, there has not been any movement in this area from last year when this question was first asked.
We look forward to working with you in the future to make your business feel at home here at Gatwick and would appreciate your continued feedback as to how we can further enhance your accommodation and improve the level of service that you currently receive. 9
3.23.5
3.9 4.0
2010 2011 2012 2013
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.0
3.5 3.63.8
2010 2011 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
2.9
3.5 3.4 3.3
2010 2011 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.0
3.53.3 3.4
2010 2011 2012 2013
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
EASE OF CONTACTINg APPROPRIATE PERSONWe can see a significant improvement in this area over the past 3 years, indicating that our customers are beginning to identify the appropriate member of the property team and that communication has got better especially with the regular newsletters and coffee mornings.
SPEED OF RESPONSE TO ISSUESScores here have significantly improved on last year’s levels and are higher than they have been for any other survey carried out. We will continue to strive to respond to issues in a timely manner.
SPECIFICALLY IN TERMS OF vALUE FOR MONEY, HOW SATISFIED ARE YOU WITH THE SERvICE gATWICK PROPERTY PROvIDES?We continue to operate a Rental Guideline Policy which has seen a freeze on the majority of rent over the last 3 years.
We are confident that our costs remain competitive but moving forward we will continue to review this.
IF THERE WERE MORE THAN ONE SUPPLIER ON AIRPORT, WOULD YOU CHOOSE gATWICK PROPERTY AS YOUR SUPPLIER OF ACCOMMODATION?We are pleased to report a slight increase in the score this year which shows that Gatwick is the preferred choice when it comes to property.
We will continue to look at our services and products in order to improve our property estate and continue to be the landlord of choice.
We would like to extend our thanks for taking the time to complete this survey and look forward to working with you in the future to make your business feel at home here at Gatwick Airport. An action plan will now be put in place to address your comments and concerns following the survey. Should you wish to receive the Customer survey in more detail please contact us at [email protected]
We will of course keep you posted with any updates and developments throughout the year.
Emma Rees, Head of Real Estate
1110
RETAIL NEWS2013 has seen the biggest redevelopment of Gatwick’s Retail portfolio since the airport’s acquisition by GIP (Global Infrastructure Partners) in 2009. This includes 40 openings across both terminals and a £21m transformation of the South Terminal Departure Lounge.
As one of the UK’s key travel hub’s that has exposure to international audiences, Gatwick is becoming an increasingly attractive trading proposition to high street retailers. The last two months of 2013 saw eight new stores open in the South Terminal Departure Lounge.
SNOW & ROCK was perfectly timed ahead of the ski season. This store is a ‘capsule’ version of their more usual large retail park format, however in-store tablets provide the ability to order from their entire range - all at tax free prices!
TED BAKER has opened a beautifully designed store centred on the history of aviation and is decorated with an array of authentic memorabilia.
SUPERDRY has relocated from the upper level into a much larger store and offering a far greater range.
Due to the popularity of their concession on the North Terminal, FAT FACE has also joined the South Terminal.
LONDON NEWS COMPANY has relocated next to World Duty Free from the balcony.
ZARA opened their largest UK Airport store showcasing their latest designs direct from Spain.
In mid-December JOULES, offering women’s, men’s and kids wear, occupied the now closed Superdry unit.
BEST OF THE BEST are hosting a temporary ‘pop-up’ store with a ‘Formula 1’ lookalike car that passengers can win.
ExCITINg NEW RETAILERS HAvE LANDED AT gATWICK!
Finally in mid-January, vICTORIA’S SECRET became the 9th and final store to open as part of the Phase 2B redevelopment project.
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
3.7 3.7 3.6
2010 2011 2012 2013
3.5
Sco
re: O
vera
ll S
ect
ion
Breakdown by year of survey
SATISFACTION WITH FAULT MANAgEMENT We have seen a slight drop in the scores this year, even though in 2013 we introduced a new and improved level of service.The Heating, Ventilation and Air Conditioning system still remains the most frequently mentioned concern. We will continue to work closely with the helpline and maintenance team to improve the fault management service that we offer.
OvERALL SATISFACTION WITH MEETINg ENvIRONMENTAL AND HEALTH & SAFETY OBLIgATIONS
The slight decrease in score from the previous year indicates that there is room for improvement and this year our focus will be to communicate with you more on Health and Safety Issues. Further information can be found on the Customer Zone document in the following location:http://www.gatwickairport.com/PublicationFiles/ business_and_community/all_public_publications/airline_business/500_lgw_customer_zone_v7final.pdf
Congratulations to John Moon of British Airways who participated in the Customer Survey and was randomly selected as the prize draw winner.
John was awarded with £100 worth of Gatwick Airport Shopping Vouchers presented by Hannah Wilson, Property Asset Manager. Well done!
SATISFACTION WITH COMMON AREAS Again, we have seen a slight drop in the scores this year, the main focus being the cleanliness and poor appearance of some of the common areas. Our focus will be to improve the cleaning and maintenance of the buildings, particularly the toilets, which was a reoccurring theme in your comments.In 2013, we delivered a number of projects including the Pier 2 toilets and the Ashdown House lobby area. In 2014 we will continue to make improvements to the estate.
3.1
3.7 3.7 3.6
2010 2011 2012 2013
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
Sco
re: O
vera
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ect
ion
Breakdown by year of survey
2.9
3.5 3.4 3.3
2010 2011 2012 2013
5.0
4.5
4.0
3.5
3.0
2.5
2.0
1.5
1.0
0.5
0.0
Sco
re: O
vera
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ect
ion
Breakdown by year of survey
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The Contractor Support Centre (CSC) is a part of gatwick Airports Health and Safety drive and commitment for all parties working within and on gAL premises.
The CSC offers a single point of contact for training, support, visibility of works, and control of contractors 24 hours, 7 days a week. The centre is situated a short walk from the North Terminal with easy access from the roads, and has free parking. gAL is committed to keeping all its contractors, staff and our customers’ safe. The following P2W processes fall within the CSC teams remit:
Site Audits, Change control, Work Requests, gAL Contractor inductions, P2W training.Competency database administration All contracted works in operational areas must have approved work requests, and hazardous permits where applicable in place.
Work Requests and Permits must be applied for in advance using the Permit 2 Work system (P2W). There is not currently a requirement for maintenance or refurbishment contactors to apply for P2W work requests for works carried out within tenanted areas unless the works are on or interface with any GAL system–surface or equipment. Hazardous permits are still applicable for these areas, and must be applied for within P2W.
Every contractor on our site must know what is expected of them when working at the airport. To empower them with this knowledge, they must all attend “LGW Induction Training” The CSC provides training and support for all of the above.
To start the process, companies simply request that their contractors register their company details, and the details of every worker that will be working at the airport, including those that will apply for Work requests, and Permits at the following internet site: www.airdat.orgGatwick Induction training and P2W Training can then be booked directly via the Airdat system. Once training is complete, instructions and login details will be issued to all P2W training attendees, and LgW induction details will be store electronically within P2W. Contractors will then be able to apply for:
Work requests - mandatory for all works within operational areas
Pre-approved Work Requests - applicable for all low risk repetitive planned and reactive activities to enable works to proceed without waiting for lengthy approvals in operational areas
Hazardous Permits - Applicable for any Medium and High risk activities across the whole of the GAL campus.
Property are pleased to announce the introduction of a Mars snack vending machine within bus shelter 25, located just outside of staff car park X.
The machine will be operational from early March and will offer a of wide variety of snacks for you to enjoy while on the go!
WORK, REST & PLAY!
HealtH & Safety corner
If you have any questions or require support contact the CSC on 01293 501439or email: [email protected]
