ONE COMMUNITY REVIEW

2016

ONE COMMUNITY REVIEW2016

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Education and Employability

Community Involvement

The Way we Work

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During 2016, we have created and cemented partnerships that have helped ONE Community flourish, achieving excellent results for our local community as well as significant benefits for our business.

By sharing our expertise with local charities, developing innovative environmental solutions, collaborating with city stakeholders to showcase the spirit of our city, and providing learning and development opportunities for our team, we have secured tangible cost savings and created that feel-good factor that translates into our team delivering the best experience in the UK, always.

We are proud to reflect on another momentous year for ONE Community, share with you our key acheivements, introduce you to our partners, and outline our plans for 2017 and beyond.

At Liverpool ONE, we believe that a key part of our role is to ensure that we contribute to the long-term success of the Liverpool City Region.

Message from Chris Bliss the Estate Director:

ONE Community is part of our ethos and demonstrates the actions we take as a socially responsible business, both as an employer and a retail and leisure destination in the heart of Liverpool city centre.

ONE Community has four key areas of focus:

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It’s our aspiration to be an industry leader in commercial sustainability initiatives.

From 3 years of collaboration with EVORA, an independent environmental consultant, we’ve gained fresh insights into a range of sustainable solutions for our business. We’ve explored and implemented new technology to improve our environmental management systems and achieved a range of environmental accreditations.

“We have a great partner who will help us continue to improve; continue to develop our energy and resource management initiatives, and continue to achieve external environmental accreditations of which we are very proud, for many years to come’.Chris Grundy, Operations Director Liverpool ONE

Energy efficiency continues to be at the heart of our environmental management programme.

Long-term investments in solar panels and new infrastructure such as LED lighting and escalator EcoDrives (minimizing running speeds when not in use), has reduced our consumption of grid generated electricity by

225,000kwh equating to a cost saving of

£22,000 in 2016.

Solar Panels generated

190,000kwh

LED lights saved

28,000 kwh

Escalator Ecodrives saved

7,000 kwh

Energy

This equates to a 4% energy saving versus 2015 and demonstrates Liverpool ONE’s long-term commitment to reducing its carbon footprint.

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Our focus on the sustainable management of resources has seen a move towards a ‘circular economy’, where we aim to gain maximum value from resources before regenerating them. One aspect of this has been to establish partnerships with local organisations who can re-use items that have no further utility for Liverpool ONE.

During 2016, we established a relationship with Emmaus Merseyside, arranging for them to collect and recycle a number of items. Through their social enterprise, Emmaus Merseyside repurpose the items before selling them in their shops across the city. The income generated sustains the Emmaus Merseyside community and supports their work, housing, employing and training formerly homeless people.

’Our partnership with Liverpool ONE has been really productive and enabled us to recycle a range of items; from railway sleepers to chairs and even Christmas crackers. We look forward to 2017 and developing this excellent working relationship with Liverpool ONE further.’ Nigel Mellor, Chair Emmaus Merseyside

Our partnership has enabled Emmaus Merseyside to raise over £2000. It’s also proved cost-effective for Liverpool ONE delivering a saving of £600 in waste disposal fees.

We continue to utilise new technology wherever possible. 2016 saw the introduction of Karcher cleaning machinery, which is powered by electricity or liquid petroleum gas (LPG), generating less greenhouse emissions than diesel alternatives. The machinery also uses less water; is quieter, reducing noise pollution; and more efficient, decreasing the time taken to complete routine cleaning tasks.

Embracing digital communication has presented a significant opportunity to reduce paper consumption and the associated printing costs.

The development of our new website and improvement of our digital consumer channels has reduced the printing volume of promotional leaflets as well as our reliance on in-print advertising.

Investment in ONE view, an app that we use to communicate with our retailers, has reduced the need for paper copies of the Occupier Handbook, saving around £1500 in print costs. Even this, our ONE Community Review 2016, is now principally an online e-book, with its print run reduced to one-quarter of the previous years, leaving us just a few copies to share with our visitors to the Management Suite.

Click the photo to see our low carbon machinery cleaning up after our summer samba parade!

diversion from landfill for the second year running.

tonnes of cardboard

tonnes of glass

tonnes of plastic

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Everton in the Community work experience

During 2016, we delivered:

40 mock interviews

5 work placements

4 ‘Hidden Careers’ and interview workshops

16 Liverpool ONE team members took part in education and employability activities as part of their learning and development.

1100 people from 22 schools, 8 universities and 2 community partners benefited from our education and employability programme.

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Our main priority across education and employability in 2016 was to establish two partnerships to provide greater focus for our work experience programme.

During 2016, we provided work placements and mock ‘Hidden Careers’ workshops for participants in Everton in the Community’s Working Futures programme and volunteers taking part in Transform Lives’ flagship employability project GiveGetGo.

Both Everton in the Community and Transform Lives offer training, skills and professional support to help people outside of work find employment. It is our intention to continue to nurture these partnerships throughout 2017 and we look forward to helping more people become ready for the world of work.

Our collaboration has delivered benefits not just to our partners but also provided Liverpool ONE team members with valuable development opportunities through mentoring work placements and delivering mock interviews.

“Some of our young people that work with us have no idea about the opportunities that are available to them and the skills and qualities they have. It’s absolutely fantastic that Liverpool ONE, as an employer, backs up the things we teach our students, gives them feedback that’s relevant, and is willing to support them on their journey into employment.”Everton in the Community – John McDonald, Employment and Enterprise Manager, Everton Football Club

Click the quote to hear more about our partnership with Everton in the Community.

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We continue to deliver tours to schools interested in the Liverpool ONE regeneration story and have supported students carrying out research.

“I just wanted to pass on my thanks for last week’s guided talk. It was extremely informative and valuable. My students were enthusing about it during this morning’s lesson... I will be encouraging some of my new Year 12s to investigate Liverpool ONE as a case study next year.” Andrew Smith, Upton Hall School

The Liverpool ONE Nature Trail, developed in partnership with National Museums Liverpool, was relaunched in March 2016 and is a fully accredited Children’s University Learning Destination. The trail was open for 244 days of the year and 1,000 trail leaflets were handed out to young explorers learning about Chavasse Park’s natural environment.

School students participated in a tour of Liverpool ONE

Reading treesSchool tours Nature TrailDescribed as an inspirational reading area, the ‘reading trees’ once again proved a massive hit with family visitors. Designed to inspire a love of reading, they were supported by a number of special events - books readings and writing workshops - held by our retailers and city partners; Waterstones, the Bluecoat and Writing on the Wall Festival.

‘Love Reading Trees in Liverpool City Centre! @itsliverpool @Liverpool_ONE” Claudia Belizzi

Philipp Albrecht ©Brandenburg University of Technology Cottbus-Senftenberg

7 Special events

4.2k Facebook views

62 Days of Reading Trees

7 City partners

Click the photo to see our Nature Trail in action!

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At the start of 2016, the Liverpool ONE team were asked to nominate and vote for what would be Liverpool ONE’s charity partner for the next two years.

Children’s charity, KIND, were selected by the team and the partnership has truly flourished. Volunteering events have been utilised as successful team building opportunities and skills sharing has provided not only personal development opportunities for our team but also invaluable technical expertise for KIND.

The children who attend KIND have participated in several of our seasonal events, and inspired four of our occupiers to support the charity further.

In total, Liverpool ONE and our partners have raised over £3,750 for KIND, and team members have volunteered over 40 hours of their own time.

Since 2009, the Liverpool ONE Foundation has donated over £1.5m to 300 community groups across Merseyside and we estimate that 68,000 children and young people have directly participated in these projects. During 2016 the Liverpool ONE Foundation awarded £59,000 of new grants to local charities and honoured various long-term funding commitments. We have also continued to invest in our endowment which was just shy of £2 million at the end of 2016 and remains the largest corporate endowment on Merseyside. 

Whilst we are undoubtedly proud of all that our Foundation achieves, we feel it is essential to ensure that we are making a long-term impact in our community. With the support of the Community Foundation for Lancashire and Merseyside, local charities and experts such as the Police Commissioner for Merseyside, we have taken time to review the Foundation’s giving, pausing our donations for much of 2016, before we relaunch with new guidelines in 2017.

Liverpool ONE has supported Claire House, a local children’s hospice, by sponsoring the Claire House Splash Dash since the race’s inception five years ago.

In 2016, Splash Dash won ‘Community Event of the Year’ at the Liverpool Echo’s Pride of Merseyside Awards and has raised over £73,000. Over the lifetime of the partnership, Liverpool ONE’s sponsorship of the run has enabled more than 6,000 people to raise nearly £250,000 to support the care of seriously ill children at the Claire House hospice.

Our involvement in this award winning community event not only enables Liverpool ONE to demonstrate its commitment to improving the quality of young lives across the wider city region, but has also enabled families supported by Claire House to enjoy Liverpool ONE as guests at many of our events.

Furthermore, our sponsorship of Splash Dash has delivered business benefits, both in terms of £17,000 of PR coverage and as a healthy team building activity.

Charity partnership with KIND

Claire HouseLiverpool ONE Foundation

“As a small charity, working with Liverpool ONE has been great because we’ve had access to their staff’s expertise, whilst being able to bring our kids to their Summer Olympics, Tennis in the Park and Lego Express at Christmas. Without the support of organisations like Liverpool ONE and their team, we couldn’t exist and we couldn’t continue to provide our much needed services to children and families within our local community.”KIND – Stephen Yip, CEO KIND

Click the quote to hear more from Stephen about our charity partnership with KIND.

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Supporting local charities and showcasing our community’s talent remains at the heart of Liverpool ONE’s social responsibility ethos. We have worked with numerous grassroots organisations, from performers to carpenters, to enliven our spaces and provide a public showcase to surprise and delight visitors. 2016 once again saw the successful return of Tickle the Ivories - our piano busking festival delivered in partnership with Open Culture - and also theatre performances, dancers, singers, a fire walk, tennis lessons, football skills and trampolining as well as countless fund and awareness raising activities delivered by our partner charities.

During 2016;

306 days of the year had community activities take place in Liverpool ONE.

185 different partner charities worked with Liverpool ONE.

574 Tickle the Ivories Performances.

870 Christmas Choir performances.

4500 Individuals participated in community activities.

£43,000

was donated to 67 charities by members of the public through bucket collection.

1270 individuals involved in fundraising.

25 charities used the ONE Community stand over 37 days.

“It brings out the best of the Liverpool music scene.” Helen Maw, Musician and Tickle the Ivories participant

Community events Community highlights

Huge #ty to the People of #Liverpool & the awesome staff @Liverpool_ONE for looking after us yesterday #HomesForVeterans #Charity Collection

£885,000.00 of PR value for Liverpool ONE and our community partners.

3332237Booked performances at

Tickle the Ivories (and hundreds more hours of free playing time)

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Our team members remain one of our greatest assets and a key relationship that we value and invest in.

We continued to develop our team via training, volunteering, team builds, coaching and mentoring. All new team members are assigned a mentor and a new group of mentees have benefited from the support offered to them by more experienced team members.

“I found that having a mentor was surprisingly very useful. It has allowed me to share my thoughts and my personal progress within Liverpool ONE freely and confidentially - it is an excellent scheme for new team members to utilise.” Liverpool ONE team member

On World Autism Awareness Day, Liverpool ONE signed up to Autism Together and Autism Adventure’s Autism Charter, a city-wide initiative to make Liverpool the UK’s first autism friendly city.

Improving access has been one of our main focuses within way we work.In 2016, we have offered our team training that empowers them to deliver a more confident customer service and we’ve engaged in city-wide initiatives to gain a better understanding of the accessibility challenges our visitors face.

Team members have undertaken autism and visual awareness training and we’ve regularly attended local Dementia Action Alliance meeting to share best practices and learn from other businesses in the city.

We will continue to communicate key accessibility messages to our retailers, encourage them to train their staff, and build relationships with community and city partners to gain an insight into the challenges people with limited accessibility face.

Accessibility

182 acts of recognition to our team members

2240 hours of training completed

Every year we seek feedback from the team and act on our findings. Our annual team survey saw improvement in all areas since 2015 with ONE Community coming in the top three highest scoring areas. Some of this success could be attributed to the ONE Community steering group that was set up in 2016 to ensure messages were being effectively implemented across the business.

84% of Liverpool ONE team members are proud that Liverpool ONE puts back into the community.

Team Survey

21 new mentor relationships established

“Autism affects 3,500 children in Liverpool alone. With support from businesses like Liverpool ONE, it means that more families will feel that they’re able to come and spend their time and money in the city centre. Liverpool ONE welcoming us with open arms has made a big difference and it’s been a really good start to our partnership”.Autism Adventures - Julie Simpson, Founder Autism Adventures

Click the quote to hear more from Julie about our partnership with Autism Adventures and the city’s first Autism Charter.

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Our desire to contribute to the long-term success of the city of Liverpool and the wider city region means that much of our work is delivered alongside a range of city partners. Our summer and Christmas entertainment programmes were planned to support other city events and we maintain positions on many executive boards and advisory groups to ensure we play our role in the continued growth of Liverpool and the city region.

The City Stars are testament to this approach. Managed in partnership with Liverpool City Council, they are a group of volunteers who offer their time to support city events. Each City Star ensures visitors are met with a warm Liverpool welcome and are provided with the information they need to have an excellent experience in our city. During the International Festival for Business (IFB2016) over 90 City Stars were deployed throughout the City as a support to visitors.

“Committed and dedicated to the core, the City Star Cruise Ambassadors are a hidden resource which together with partners all add up to Liverpool achieving yet again favoured Port of Call for the third year out of four.” Barbara Kirby, Liverpool Cruise Terminal

285 City Star volunteers

6,405 hours volunteered in 2016

2,031 hours volunteered at the International Festival for Business

Health and wellbeing City Stars

Another key focus for 2016 was to re-energise health and wellbeing activities for the team.

In August, we were pleased to offer a Health Cash Plan courtesy of Medicash to all team members. This allows them to manage the cost of everyday healthcare and gives them the flexibility to access a range of complementary and alternative therapies to support their wellbeing.

In October, local healthcare professionals equipped team members with their own blood pressure monitor plus advice and guidance and access to a monitoring service for a week. This encouraged team members to take responsibility for their own wellbeing and generated awareness of simple steps they could take to improve their lifestyles.

Engagement with this initiative was positive and over 30 team members took part in the programme.

We said we would...

We said we would...

We did...

We did...Looking back 20

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ENVIRONMENT

• Switch our lighting to LED to reduce energy consumption.

• Fit variable speed drives to our escalators to increase their

energy efficiency.

• Work with our occupiers to reduce waste and

improve segregation.

• Work with Q-Park in the introduction of electric charging points.

EDUCATION AND EMPLOYABILITY

• Identify and forge partnerships with two organisations to provide

work placements.

• Utilise education work as an alternative learning and development

opportunity for our team members.

• Revise and update Liverpool ONE’s education resources.

• Re-open the Liverpool ONE nature trail in spring 2016 with

accreditation from the Children’s University.

• 1473 LED light fittings installed.

• Eco drives successfully fitted to 10 of our escalators.

• We have continued to liaise with and educate our occupiers about

segregation and waste management.

• Two electric charging points installed to the Liverpool ONE Q-Park.

• We have partnered with Everton in the Community and

Transform Lives.

• 16 team members were involved in education and employability initiatives.

• A review of our education resources took place and discussions

are underway to determine the best way forward.

• The nature trial re-opened in March with Children’s

University accreditation.

COMMUNITY INVOLVEMENT

• Seek and engage with a community organisation to become

Liverpool ONE’s charity partner until 2018.

• Review the Liverpool ONE Foundation strategy.

• Set up a structured programme of visits to charities supported by

the Liverpool ONE Foundation so that the team gain greater

insight into supported causes.

• Provide skills sharing sessions for local charities designed to

share Liverpool ONE team expertise.

WAY WE WORK

• Gain greater knowledge about the Corporate Social

Responsibility actions of our retailers.

• Raise the profile of ONE Community amongst our team.

• Further utilise online communications with our customers

and occupiers.

• Revisit and revise our responsible procurement strategy.

• A two year partnership with KIND began in spring 2016.

• A comprehensive review of the Liverpool ONE Foundation is

underway and will be completed in 2017.

• Five visits to charities supported by the Liverpool ONE Foundation

were undertaken. Following the visits, ONE Inspiration blogs were

posted on our intranet for team members to read.

• Health and safety and communications expertise shared with our

charity partner KIND.

• 8 retailers responded to a short questionnaire about their

approach to Corporate Social Responsibility.

• 84% of team members are proud that Liverpool ONE puts back

into the community.

• Online versions of the Occupier Handbook, ONE Community

Review and development of our ONE View app, has reduced

printing and paper usage.

• A new procurement strategy has driven greater assessment of

suppliers CSR credentials and led to a review of office supplies.

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Environment

• Implement a utility dashboard to monitor real-time energy usage and identify further possible energy savings.

• Take steps towards a ‘circular economy’ by creating a Sustainable Resource Management Strategy.

• Champion Love Your Office, an initiative that defines sustainable practices and encourages green behaviours.

• Achieve 50% on-site waste segregation and continue to achieve 100% diversion from landfill.

Education and employability

• Continue to raise employment aspirations within our community by expanding the number of work placements offered to our education partners.

• Encourage team members to volunteer in our education and employability programme as part of their learning and development.

• Seek a new community partner to help us refresh our educational resources, exploring the use of mobile technology and video content.

Community involvement

• Relaunch the Liverpool ONE Foundation and communicate its long-term mission to our city and community stakeholders.

• Work with a partner organisation to ensure monitoring of Liverpool ONE Foundation grants and to calculate the social return on investment.

• Encourage team members to share their expertise with KIND, helping reduce costs for our charity partner whilst providing learning opportunities for our team.

Way we work

• Develop greater awareness of health and wellbeing amongst our team.

• Further utilise the City Stars volunteers to welcome and direct visitors around Liverpool ONE and the wider city.

• Continue to engage with our occupiers about Corporate Social Responsibility and encourage working in partnership.

• Maintain Investors in People Silver accreditation.

During 2017, we will work towards achieving the following:

Looking forward Accreditation

In 2016 we were delighted to be awarded with the following:

ISO 14001 accreditation which recognises our successful environmental management system.

Green Flag Award for Chavasse Park for a third year recognising it as one of the UK’s best maintained parks.

5* Global Real Estate Sustainability Benchmark (GRESB) rating within our peer group.

#ONECommunity

For more information about ONE Community, visit: www.liverpool-one.com/community-commitment