Performance

Protecting Assets and Income

Proactive management of CR risks and opportunities to protect income streams

What we want to achieve: Grainger’s overarching aim is to be a resilient business that anticipates and adapts to risks and opportunities that are likely to impact our assets and income streams. Improving the sustainability of our properties and maintaining satisfied tenants are fundamental aspects of proactive management.

Why it matters: By carefully responding to risks and opportunities, Grainger can manage risk and differentiate from peers in the current uncertain economic climate.

Our performance this year:

• We assessed the energy efficiency and estimated the carbon footprint of our UK residential portfolio, dramatically increasing our understanding of the sustainability of our assets.

• We investigated the potential environmental and financial benefits of FiTs and selected a site for a PV installation pilot scheme. However, the Government’s recent changes to the FiT scheme have forced us to review the business case.

• We focused on communicating more effectively with our tenants, including on environmental issues. For example, we created aGreen Tips guide and launched ‘Residents’ HQ’ at some sites, an online forum for residents and property managers to interact.

• Staff time constraints kept us from completing the entire planned customer engagement programme, such as updating our tenant welcome packs. However, we commit to rolling these out in 2011/12.

• We have seen a decline in customer satisfaction related to Grainger’s own management services. We selected new customer satisfaction indicators to be collected and reported on in 2011/12. These will help increase our understanding of and response to tenants’ needs.

Case Studies

				Carbon mapping Grainger has completed its first initiative to rigorously quantify and publish the carbon impact of its tenants’ building-related energy use.
				Fighting tooth and nail for local improvements Grainger's Senior property manager Ian Lawson fought tooth and nail to upgrade a set of Mariners Cottages with significant improvements.