Sustainability Report SOCIAL Customer Satisfaction GRI [3-3] Perennial Holdings recognises the significant impact of strategic tenant mixes and proactive communication strategies on customer satisfaction and well-being. As such, Perennial Holdings is committed to delivering an exceptional customer service experience to all end-users, including tenants, shoppers, residents, patients and visitors. Each property’s Centre Management Team (“CMT”) will liaise and regularly engage with tenants while working in tandem with Perennial Holdings’ headquarters (“HQ”) to provide resources, support and personalised offerings for all end-users. For its real estate properties, the respective teams also conduct daily walkabouts to assess the overall ambience of the property and interact with the various stakeholders. AEIs To create a more inviting space for visitors, Perennial Holdings has implemented numerous AEIs such as landscape enhancements and sculpture installations. In November 2023, new artistic narratives using driftwood sculptures were installed at the public spaces of Capitol Singapore and CHIJMES to create new points of interest for visitors and encourage public interaction and enjoyment. These driftwood sculptures, built almost entirely from recycled and second-life materials, help rejuvenate the public spaces and, in the case of CHIJMES, creates a more inviting entrance courtyard between CHIJMES Hall and Caldwell House. How does Perennial Holdings manage this? • Tenant Liaison Standard Operating Procedures (“SOPs”) are in place to guide Perennial Holdings on tenant management to achieve improved Customer Satisfaction Who at Perennial Holdings oversees this? • Perennial Corporate Office located at the HQ • CMT located at respective properties • Residents Democratic Management Committee at Fengxian and Hongqiao Highlights of FY2023 • Landscape enhancement at Capitol Singapore and CHIJMES • Christmas and New Year events at Capitol Singapore and CHIJMES SPOTLIGHT: AEIs at Capitol Singapore and CHIJMES The “Capitol Stags” pays homage to the Capitol Theatre, a beacon of culture and the arts in Singapore since 1929. Crafted by James Doran-Webb, a prominent driftwood animal artist, these two stags are created almost entirely from recycled and second-life materials. Capitol Stags Breakfast! At the entrance courtyard in CHIJMES, two other sculptures, “Breakfast!” and “The Created Honey Buzzards” were installed. For “Breakfast!”, the catfish, claws and beak of the sea eagle were meticulously welded from hand-cut and beaten recycled stainless steel. As for “The Crested Honey Buzzards”, the two stems supporting the Buzzards were constructed from marine-grade stainless steel reclaimed from dismantled boats. The Crested Honey Buzzards The “Summer House of Life” is nestled in CHIJMES, one of Singapore’s most visually appealing historical buildings and adds to the aesthetic allure of the overall architectural landscape. Summer House of Life 106 PERENNIAL HOLDINGS PRIVATE LIMITED
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