Landsec is one of the largest commercial property development and investment companies in the UK. They have a portfolio of retail, leisure, workspace and residential hubs. In terms of sustainability, various ESG initiatives are being rolled out as part of their Build Well, Live Well, Act Well strategy. Landsec are a signatory of the BBP Climate Commitment and were the first UK REIT to set a Science-based net zero carbon commitment through the SBTi (90% reduction on a 2020 baseline, by 2040).
Commercial real estate
Industry-leading customer engagement programme
Conducting customer space audits and follow-up engagement sessions for Landsec
3-stage
customer engagement process
2023
highly commended UK Green Business Award
What did the client need?
It's no secret that customer energy use contributes significantly to the carbon footprint of a commercial real estate owner. From the start, Landsec knew that in order to achieve their ambitious Science-Based Targets (SBTs), they needed to improve their customer engagement to encourage more sustainable working practices. Collecting accurate meter data from customers can change the game when it comes to reducing energy consumption and associated carbon/GHG emissions. That’s why they enlisted Verco: to develop and deliver a customer engagement programme involving audits of the customer spaces, 1:1 clinics, group workshops and knowledge sharing, and performance league tables to help customers achieve best practice levels of energy efficiency.
How did Verco support the client?
Verco developed a customer engagement programme that consisted of three stages:
- Customer audits – Verco consultants visited the customer spaces and reviewed their meter data. They identified a series of measures that could be taken to reduce energy use. These recommendations include behavioural changes, no-cost technical changes (e.g. changes to equipment controls) and low-cost updates to the fit-out and operation of the facilities.
- Engagement workshops – Following the provision of the audit outputs, the customers were given a period of 3-6 months to reflect on and implement the recommendations. Verco then hosted a series of workshops to discuss any successes and challenges that had been experienced. These sessions encouraged the sharing of knowledge on good energy management practices. They also highlighted enablers and techniques for overcoming barriers to implementation.
- Energy dashboard – Verco developed a software solution to provide customers with the ability to view their energy consumption in greater detail. This allowed the customers to directly track the implementation of audit measures and the impact on their energy use. They could also compare data with their (anonymised) peers via a performance league table to encourage ongoing energy management. Landsec was able to review the ongoing engagement of these customers and the relative impacts of this programme.
What was the result?
The feedback from customers and other stakeholders was positive. This was evidenced by increased implementation of audit recommendations, which was what the project set out to achieve.
The initial twelve-month programme started in September 2022 and worked so well that it was extended until September 2024.
From the outset, Verco took the time to understand our requirements and the range of customers that we serve. They developed a programme of activity that not only met our needs but was relevant to our customers and most importantly, not too onerous for them to deliver. Through the programme, we’ve engaged 38 customers accounting for 56% of our total office energy consumption. In part, thanks to Verco’s recommendations and customers taking action, we were able to achieve an impressive 10% reduction in energy intensity across our office portfolio in FY24/25.
Jennie Colville, Head of Sustainability, Landsec