
Our approach to risk continued
How we manage principal risks and uncertainties
Principal risk Strategic priorities How we monitor and manage risk
Directional travel of
net risk movement
over the last 12 months Commentary
Failure to meet customer needs
We fail to identify and react
effectively to shifting patterns of
workspace use and/or understand
and provide spaces that meet quickly
evolving customer needs, including
potential longer-term structural
changes in working and/or retail
practices that change the level
and nature of demand for space
in central London. This could lead
to GPE failing to deliver space and
lease terms that customers want
and/or an inappropriate mix of Flex
versus traditional space, resulting in
poor investment returns, potentially
stranded assets and losing customers
to competitors.
1
Progress
sustainability
and innovation
agenda
2
Enhance
portfolio
through sales
and acquisitions
3
Deliver on our
Flex ambition
4
Embed our
Customer
First approach
5
Deliver and lease
the committed
schemes
6
Prepare
the pipeline
– HQ repositioning and Flex office strategy to meet evolving customer demand.
– Quarterly review of individual property business plans and the market
more generally.
– Portfolio Management, Leasing, Flex and Customer Experience quarterly
updates to the Executive Committee with reporting at scheduled Board
meetings.
– Board and management review of GPE’s flexible space offer across
the portfolio, including broadening our product offer.
– The Group’s in-house Customer Experience and Workspace Services
teams have proactive engagement with customers to understand their
occupational needs and requirements with a focus on retaining income,
including through meetings and regular customer surveys which help us
track our Net Promoter Score.
– Programme of engagement for members of the Executive Committee to
meet with a selection of customers across the portfolio at least once a year.
– Working with potential customers to address their needs and aspirations
during design stages of projects.
– Board and management oversight of the development and implementation
of our Innovation Strategy and related initiatives.
– Design (supported by a specialist fit-out team) and innovation activities
in the areas of sustainability, technology, wellbeing and experience.
– Customer First programme and strategy in place, with dedicated leadership
and newly adopted customer relationship management system, to further
strengthen GPE’s customer insight and Customer First approach across the
business. Customer service proposition and Standards in place to ensure
consistency when delivering the strategy.
– Board annual strategy review, including market updates received from
third parties.
Decreased
With hybrid working here to stay, and customers having more choices about where they work, our spaces need to
provide compelling reasons to come into the office. With average office rents only c.5% – 10% of a typical London
business’ salary cost, and the office environment a key tool in attracting and retaining talent, we anticipate that
competition for the very best spaces will remain healthy. We continue to witness a growing divergence between the
prospects of the best spaces versus the rest, and we believe this is set to widen further as customers seek out sustainable
and well designed, prime spaces, of which there is a marked shortage, particularly in the West End.
Our strategy of focusing on the best spaces, both through our development of large, best-in-class HQ buildings and
smaller fitted units, often with higher service levels, is underpinned by the need to meet the evolving demands of our
customers. To ensure we are delivering the spaces our customers want, we have continued to develop our Customer
First approach and embed this into our culture and across our business operations. This has included, amongst other
things, a refresh of our Fully Managed branding, the reorganisation and strengthening of our teams with new hires
and promotions, and the launch of our new customer service proposition and associated service standards.
Testament to our approach, we had a record leasing year, completing 105 new leases and renewals, and securing
£55.5 million of rent at a 3.3% premium to March 2022 ERVs, whilst continuing the successful roll-out of our flexible
space offering.
We continue to design and innovate in the areas of sustainability, technology, wellbeing and service provision. During the
year, we expanded our flexible offerings in line with quickly evolving customer demand, including the further roll-out
of our Fully Managed offer, and our ambition has now grown. Together with planned acquisitions, we are aiming to
expand our Flex office offering to more than one million sq ft over the next five years.
A close relationship with our customers is vital to our success. We were very pleased by this year’s independent
customer satisfaction survey, which updated our understanding of how our customers view their buildings and
the services we provide. Encouragingly, our Net Promoter Score remained high at +44.0, significantly above the
industry average.
Climate change and decarbonisation
The need to decarbonise our business
increases the cost of our activities
through the need to retro-fit buildings
to improve their sustainability
credentials (e.g. minimum energy
efficiency standards and building
ratings) and make them resilient to
the impact of climate change. This
also reduces our ability to redevelop
due to planning restrictions,
increased regulation and stakeholder
expectations, the increased cost
of low carbon technology/materials
(including utilisation of the circular
economy) and potentially the pricing
of carbon. Failure to meet the climate
challenge could impact our ability
to raise capital, deliver buildings,
reduce the demand for the buildings
we own, cause significant reputational
damage and result in exposure to
environmental activism and potentially
stranded assets.
1
Progress
sustainability
and innovation
agenda
2
Enhance
portfolio
through sales
and acquisitions
4
Embed our
Customer
First approach
6
Prepare
the pipeline
– Regular Board and Executive Committee review of Sustainability Policy
and response to climate risk.
– Sustainability Committee meets quarterly to consider strategy in
respect of climate change-related risks. Its Portfolio and Development
sub-committees meet regularly and report to the Sustainability
Committee on progress.
– Social Impact Committee meets quarterly to oversee the delivery
of our Social Impact Strategy.
– Dedicated Sustainability and Social Impact Director on the Executive
Committee supported by Sustainability Leads.
– Design Review Panel reviews design brief for all buildings to ensure that
forthcoming sustainability risks are considered.
– Sustainable Spaces Brief and Sustainability Strategy in place with climate
resilience strategy.
– Net Zero Carbon Roadmap with embodied carbon targets established
and approved by the Board. Decarbonisation Fund established to
support energy efficiency retro-fitting in existing buildings.
– ESG-linked RCF and annual bonus measures for Executive Committee
members to support delivery of decarbonisation within the business.
– Programme of ESG investor engagement in place, with regular review
of reporting requirements and participation in investor indices.
– Steering group to assess, manage and monitor EPC risks across the
portfolio both to estimate compliance costs and to inform our buy,
hold and sell strategy and decisions.
– Participation in industry bodies to influence policy and drive innovation.
No change
With the built environment contributing approximately 40% of the UK’s carbon footprint and the climate change
debate being both a moral and economic imperative, particularly for our customers and other stakeholders, we have
been further expanding our sustainability commitments and activities. Our original Statement of Intent was launched
in 2020 and set out our approach to sustainability. Since then, our approach and thinking has developed considerably.
In our recently released version 2.0, we set out progress we have made to date and updated and repositioned our
Climate Resilience pillar, whilst continuing to prioritise reducing our carbon emissions in line with our stated goal,
under our Roadmap to Net Zero, to reach net zero carbon by 2030.
Together with our Statement of Intent, we also published Our Brief for Creating Sustainable Spaces, which sets out
how we will meet our commitments as we design, construct, fit out and operate our spaces. The brief is designed to
support us as we respond to climate risk and the opportunities connected with the transition to a low carbon economy.
Our Sustainable Finance Framework governs our potential future debt issuance, with the aim of financing projects
that have a positive environmental and/or social impact. This builds on our ESG-linked revolving credit facility, which
includes targets to reduce embodied carbon from our new developments and major refurbishments by 40% and to
improve biodiversity net gain across our portfolio by 25%, in each case by 2030. The rate of interest we pay on this facility
depends on our performance against these targets. Furthermore, sustainability targets have been included within the
objectives of many of our senior executives and are being used to assess levels of remuneration. Good progress has
been made against the 2022/23 annual targets, as set out on pages 17, 40 and 41.
We continue to work to improve the number of our buildings rated for their sustainability credentials. The UK government
has previously announced its intention that all buildings will require an Energy Performance Certificate (EPC) rating
of B or above by 2030. We estimate that 80%–90% of London’s buildings do not currently meet this standard.
As a result, we have created individual asset plans to proactively improve our EPC ratings to meet government and
broader stakeholder expectations, to assess potential exposures and inform our hold/sell strategies. Furthermore,
we expect the sustainability challenge to provide us with potential opportunities to acquire orphaned assets
needing a sustainability solution.
For further details of how we are innovating to develop sustainable spaces, see pages 10, 38 and 39.
68 Great Portland Estates plc Annual Report 2023