Tenant Performance - Pain Points
Fit out
document/submission digitalisation
how to promote resources sharing among tenants
Wrong timing - we're not reaching tenants early enough (design, green office, kitchen, set up recycling bins)
Coordination with tenant on fit-out vs reinstatement condition
Limited by existing installations and fittings
Green procurement - set purchasing requirements
Communications
Channels
Connecting to all staff instead of just the office manager / hr manager
Reliance on admin / FM members to disseminate information
reaching out to the right person/green teams
Our SD communication is not reaching the right people (champions)
Involving different levels of staff
Connecting to the right individuals
Awareness
passive in promoting, usually we just wait for tenants' enquiries
Unable to join certain activities on an individual basis
Internal Awareness of what we are doing on Sd 2030
Content
no one platform of SD dialogue with tenants, all scattered and ad-hoc
Don't have routine information that we can share with tenants
Awareness of our activities and events
difficult for tenants to get info on SD unless they have a tenant meeting, what about other channels? The Mag, Facebook, circulars, etc
there's a lot of information to share and some of them might lose patience quickly
Replying similar emails from tenants asking about SD across portfolio. Following up with all of them. Meeting and repeating same speech
No central location for all SD Tenant events
How to make sustainability cool
SPL being a leader in what they're doing SD
Making information reader friendly or more comprehensible for the layperson
Treating waste as waste rather than as a resource
Lack of SD 2030 Branding in Public Spaces
Internal Resources
Processes
Time consuming to find answers
Lack of structure around how Technical link to leasing link to TEnants
Lack of an efficient and continuous ways of updating data - current system is quite manual and requires efforts from all POs
Resource Scarcity
Lacking resources to measure tenant level data
never promote free energy audit, but maybe bc it's very time consuming
Energy Audit- great initiative but requires manpower to get the awareness out, then not a priority
Resource Allocation
No time. Not enough people handling it. SD not core work, given low priority. But it's a new thing, so takes time to develop and draw up new paths.
too busy with daily work to bring up SD to tenants
Money
Involving all of MO teams rather than just SD people to get awareness out
Ok we know the targets but how to achieve, how do tenants achieve. Whole MO should know, not just the "SD" team colleagues.
for long term campaigns, will there be other team/external parties to help lead the project
SD initiatives implemented/ discussed across all SPL eg umbrella driers being ordered in one MO but not another
Standardising SD approach between MO's- one message
not enough internal SPL champions who are able to exaplin SD to tenants
Education
Lack of fundamental knowledge across leasing members to answer SD related questions
Tech team work hard on green building certs but Leasing team not know much so such effort/achievement not communicated externally
Tenant Resources / Ease to Implement
collaboration with tenants with SD background/initiatives - synergy!
Tenants concerns on data collection
tenants complain that cleaners put recycle materials to general waste
Separation between Tenant's SD drivers and implementation teams - causing SD initiative delays
tenants may have own agenda
Tenant Time restraints
Tenants HO office interested in SD initiatives so tenants get in contact however are wary of implementation eg separate bins for recycling
tenants often seem interested but when it comes to action, they hesitate. (worry about money, disruption, smell, extra work, internal resources/culture/engagement level of tenants)
Some tenants wary of costs associated with becoming 'green'
Feedback
Involving tenants in celebrating SPL’s SD achievements
LAck of feedback / mechanism / reward mechanism to say doing a good job
Data
Data Sharing
Data sharing - energy/ water consumption per tenant
Data Privacy
We have all the data but internal resistance to share data due to concerns on being challenged by tenants and public
Data Capture
Tenants ask about their A/C, electricity and freshwater consumption, but we don't have individual meters
Lack of monitoring of Air Quality
Difficulty to track tenants performance eg. are they really recycling these items?
we don’t know which kinds of info/material will help the tenant launch into action. Poster guidelines?case studies?
Difficult to measure achievements of tenant engagement
Slow communication, of data/achievements
challenge in communicating our achievements
what do tenants really want for SD? Data for ESG report? Tools for engagement? ESG performance? Talks
Feedback on engagement activities from tenants are difficult to translate into actions at times
is there more efficient way to collect information, ideas, and feedback from tenants
