Focus on Office Occupiers

Working with our customers to meet your changing occupational needs

We have worked hard to develop closer relationships with our occupiers. We have established a Key Account Programme to ensure that we meet regularly with our customers, and to open discussion on the standards of accommodation and levels of service provided. This is crucial in improving our understanding of your business requirements. I have met with most of you and have been encouraged by your response to the quality of the buildings you occupy and of our property management.

Feedback from our recent occupier survey indicates that we have made significant progress. 72% of you said that we understand your needs, compared with only 37% in 2005. We acknowledge, however, that there is still more to be done. Our entire London office portfolio is managed by our subsidiary Broadgate Estates. Both British Land and Broadgate Estates will continue to work with you to understand and meet your changing needs better.

We are currently committed to developing 3.1 million square feet of occupier-led, prime office accommodation in Central London. For those of you at Broadgate in EC2 we are expanding the Estate through the development of 201 Bishopsgate and the Broadgate Tower, with associated improvements around Exchange Square and the Sun Street Passage link to Liverpool Street. Elsewhere in the City we have completed the base build of the Willis Building on Leadenhall Street EC3 and are constructing the 47 storey Leadenhall Building opposite. We are also on site without a pre-let agreement, constructing 593,000 square feet, at Ropemaker Place EC2. At Regent's Place NW1 we are constructing 490,000 square feet of mixed use space at Osnaburgh Street, which includes offices, retail units, restaurants, residential units and other amenities for the Estate. All of this enables us to offer you a range of options as your occupational requirements evolve. We will actively make you aware of progress on these projects.

Following previous feedback from you, we made changes to our service charge management and licence application processes. Your recent feedback was positive about the subsequent improvements in transparency and responsiveness.

You have indicated that we could do more to support your environmental priorities. We are working to understand the energy performance of buildings better so that we can reduce energy use and reduce ongoing costs in each building. We will also continue to support your environmental agendas, on issues such as waste management, energy use and carbon emissions, through the Environmental Working Groups we have established at Broadgate and Regent's Place.

We hope that you find this online report interesting and welcome your feedback on what we plan to do to improve customer service further.