TC2.2: Program to Improve Tenant Satisfaction – Above Green

Intent

This indicator examines how the entity responds to issues identified in tenant satisfaction surveys. Tenant satisfaction surveys are conducted to identify key issues and concerns, which can then be addressed through improvement measures and/or programs adopted by the landlord. Defining measures and improvement targets based on the outcome of the survey and implementing those measures demonstrates commitment to the tenant engagement process and to the development and maintenance of tenant satisfaction.

Requirements

Select yes or no. If yes, select all applicable sub-options.

Does the entity have a program in place to improve tenant satisfaction based on the outcomes of the survey referred to in TC2.1?

Yes
- Select all applicable options (multiple answers possible)
  - Development of an asset-specific action plan
  - Feedback sessions with asset/property managers
  - Feedback sessions with individual tenants
  - Other: __________
- Describe the tenant satisfaction improvement program (maximum 250 words)
  
  ________________________
No
Not applicable

Open Text Box: The elements covered by the program must be identified and described in detail.

Validation

Other: State the issue included in the program to improve tenant satisfaction. It is possible to report multiple other answers.

See Appendix 2a for additional information about GRESB Validation.

Scoring

1 point, S

Scoring is based on the number of selected options. It is not necessary to select all options to achieve the maximum score.

Other: The 'Other' answer is manually validated and points are contingent on the validation decision.

Open text box: The open text box is not scored and is for reporting purposes only.

See the Scoring Document for additional information on scoring.

Terminology

Action Plan: A detailed plan outlining actions needed to enhance tenant satisfaction. An action plan has three major elements (1) Specific tasks: what will be done and by whom; (2) Time horizon: when will it be done; (3) Resource allocation: what specific funds are available for specific activities, and (4) Measurable outcomes.

Asset/property manager A person responsible for developing and overseeing financial and strategic developments of real estate investments at asset level.

Feedback sessions with individual tenants: Meetings with individual tenants to gather feedback about ESG-specific issues.

Feedback sessions with asset/property managers: Meetings with asset/property managers to gather feedback about ESG-specific issues.