Customer Commitment

We are committed to delivering an outstanding experience for our customers who live and work within the Estate, to foster long lasting relationships and contribute to a strong sense of community across the neighbourhood.

We listen carefully to customer feedback and respond accordingly where we can. We receive real time feedback through our customer research partner RealService7 which provides the insight to improve continually the customer experience and helps to shape our business strategy.

Communication And Engagement

We seek to maintain a regular dialogue with our customers, neighbours and the wider community throughout the year. This helps us to understand their priorities and work in partnership, as well as keeping them informed.

From the "Welcome Pack" received by occupiers on arrival to the Estate, we communicate frequently with our retail and hospitality customers. This includes regular newsletters and seminars to update them on neighbourhood news (from footfall and sales trends to new openings, public realm investment and lobbying campaigns) and work alongside them on a destination marketing and events programmes. In 2022, we hosted five breakfast briefings with over 450 attendees, providing an opportunity to network and share these neighbourhood updates.

All of our residential and commercial customers receive complimentary access to our premium "Cadogan Concierge" service, which assists with day-to-day requests as well as bringing our community closer together – retail customers benefit from reaching an exclusive residential audience, while our residents enjoy invitations and exclusive offers from the array of shops, restaurants and cultural attractions on their doorstep. Our newsletters, magazines and digital channels ensure that we keep audiences across the Estate informed. From Sloane Square magazine to Cadogan VIP and destination websites, newsletters and social feeds from the King’s Road, Sloane Street, Duke of York Square and Pavilion Road, each works independently to reach a combined audience of over 300,000 both locally and beyond, keeping followers up to date and creating continual reasons to enjoy the local area, or visit Chelsea.

This extensive information helps customers become familiar with the area and their new home or business space, as well as informing them of the services we provide.

Cadogan launched the King’s Road Privilege Card scheme in 2022, which aims to encourage localism – supporting businesses while rewarding residents and local workers for doing so. It already has over 5,000 members, with 80 participating businesses who offer a range of incentives.

The team "on the ground" includes Area Supervisors who live locally and are key to our customer facing service provision. They are usually "first responders", central to our 24/7 emergency response capability and carry out regular inspections of all buildings. The feedback on this team consistently highlights how approachable, friendly, helpful and knowledgeable they are.

2022 also saw Cadogan initiate and lead the creation of two new neighbourhood ‘Business Improvement Districts’ – the King’s Road and Knightsbridge Partnerships – to secure significant new private sector investment into the district over five years, focusing on pressing issues such as security, environmental upgrades and promoting the area.

Consultation

We are constantly investing in upgrading the Estate through maintenance, restoration, refurbishment and redevelopment activities – allowing us to enhance the wider environment and deliver homes and business space that meets the need of our customers.

Our aim is to be exemplary in the way in which we consult and engage locally, because it is crucial to understand local views and keep the community informed. Through this approach, we build trust and are able to adapt and respond to the changing needs of society, customers and markets. This helps to ensure the area remains relevant and desirable to both residents and visitors, now and for the future.

Our Suppliers

We work with a wide range of external advisors, contractors, suppliers and partners and particularly value long-term relationships with people and organisations who share our values and desire to deliver excellent results. They are expected to operate ethically and responsibly, ensure high standards of health and safety and support a positive relationship with our customers and the communities within which we operate. We pride ourselves on being a good client that consistently treats our suppliers fairly and transparently, while expecting commercially competitive outcomes.

We host events and webinars for groups such as construction contractors, through which we can share knowledge and best practice on topics including health and safety, heritage and community engagement. Our suppliers are selected carefully because we see them as an extension of our own team, working in genuine collaboration, motivated by the same values and highest of standards.

Statement Of Compliance With Section 172 Of Companies Act 2006

Throughout 2022, the Directors have performed their duty to promote the success of the Company under section 172 of the Companies Act 2006, taking consideration of:

- the likely long-term consequences of decisions

- the interests of stakeholders, including amongst others: employees, customers, suppliers, local authorities and local communities, by engaging with them to understand the issues to which they must have regard

- the impact of our actions on our local communities and the environment

- the company’s purpose and values including maintaining a reputation for high standards of business conduct

- the need to act fairly between members of the company

The Cadogan Group has an association of over 300 years with Chelsea, where it has been and remains the largest landowner. The Group has always taken a long-term view, promoted by its members who see it as their duty to hand over the business to the next generation in a better condition than they inherited it, and strongly supported by the Board. The Group’s success is judged by its members not only on measures of commercial returns but also its reputation, based on the way it deals with and treats its stakeholders and local communities.

Our core objectives, set out in page 2 of this report, encapsulate the above.

More information on the Group, its purpose and relationships with stakeholders is provided in the Strategic Report pages 8 to 47, Our Community pages 48 to 89 and our website www.cadogan.co.uk