Social Impact and Business Disruption Delivery Work Plan
2022-2023 Annual Report
Revision: Final
Date: 31 January 2024
Page 1 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
Document title
This document is uncontrolled when printed. This document should be printed in colour
Revision Status
Revision Date Version details
0.1 9 October 2023 Draft
Prepared By
Approved By
Annabelle Osborne, Kate Symington Kim Hardy
0.2 20 November 2023 For CLG comment Kate Symington
Approval Status
Name/Title
Prepared by: Annabelle Osborne Planner
Prepared by: Kate Symington Principal Planner
Verified by: Kim Hardy Social Impact Specialist
Approved by: Jason Haggerty Environmental Manager
2 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
1. Introduction
The City Rail Link (CRL) project (the Project) comprises the construction of a 3.4km twin-tunnel underground passenger railway up to 42m below Auckland’s city centre. It will transform the downtown Waitematā Station (Britomart) into a two-way through-station that better connects Auckland’s rail network, allowing it to double in capacity. Two new stations1 will be constructed (Te Waihorotiu Station and Karanga-a-Hape Station) and Maungawhau Station will be redeveloped.
Each stage of the Construction Works for Karanga-a-Hape Station (referred to collectively as the ‘Construction Works2’) are authorised and provided for by CRL Designation 2500-1 in the Auckland Unitary Plan Operative in Part (AUP), for which City Rail Link Limited (CRLL) is the requiring authority.
Social Impact and Business Disruption Delivery Work Plans (SIBDDWPs) have been prepared to identify the measures that will be implemented to mitigate and manage potential adverse effects on businesses, residents and community services/facilities during the Construction Works. In accordance with CRL designation Condition 61.1, the objective of the SIBDDWP is:
“to avoid, remedy or mitigate the adverse effects arising from disruption to businesses, residents and community services/facilities so far as reasonably practicable.”
In order to comply with designation conditions, SIBDDWPs have been prepared. The 2022/2023 Karanga-a-Hape SIBD Annual Report (Annual Report) provides an overview of the changes that have occurred to the SIBD environment since the commencement of the Karanga-a-Hape Construction Works and analyses matters raised by the community and how these have been responded to.
Structure of the Annual Report
This Annual Report, prepared for each stage of the Karanga-a-Hape Construction Works will outline the following:
Section 1: Introduction: Provides an overview of the Project and Karanga-a-Hape Construction Works.
Section 2: Karanga-a-Hape Station: Provides a brief overview of construction works to date and summarises their impacts.
Section 3: Annual Report Methodology: Provides an overview of the methodology used to inform this Annual Report as well as the SIBD mitigation measures implemented.
Section 4: Community Profile and Development Response: Reviews information relating to the Community Profile and Demographic Profile. Provides an overview of Development Response.
Section 5: Overview of Matters Raised by the Community: Provides statistics on matters raised by the community.
Section 6: Link Alliance Response to Matters Raised by the Community: Considers the matters raised by the community and provides examples of Link Alliances response to those matters.
1 Official use of gifted station names, including Maungawhau Station, is subject to New Zealand Geographic Board decision
2 Works required to construct the Maungawhau Station. Includes Construction Works authorised by the Stage 1-3 (authorised by OPW60345651), Stage 4 and 5 (authorised by OPW60348747) and Main Works (authorised by OPW6035461) Outline Plan documentation (refer Table 1).
Section 7: Feedback Received: provides an overview of the feedback received during the 2022/2023 construction period.
Section 8: Recommendations: outlines areas where Link Alliance can improve during the 2023/2024 construction period.
Section 9: Conclusion.
6 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
2. Karanga-a-Hape Station
Once completed, the Karanga-a-Hape Station will include two entrances, one at Beresford Square and the other at Mercury Lane, linked together by platforms with two mined tunnels approximately 32m below Pitt Street. The Karanga-a-Hape Station will also comprise equipment rooms, ventilation systems and emergency egress at both Mercury Lane and Beresford Square / Pitt Street.
Given the nature and scale of the Karanga-a-Hape Station construction, works will be undertaken in a staged manner3. These construction works have been authorised by three separate Outline Plan Packages, with construction works expected to continue until the completion of the Project in 2025. The Karanga-a-Hape Construction Works have been staged as follows:
Table 1: Staging of the Karanga-a-Hape Construction Works
Construction
Demolition works (authorised by OPW60339200)
And
Early works (authorised by OPW60347591)
Main Works (authorised by OPW60352495)
Demolition of buildings in Mercury Plaza, including foundations and the removal; and disposal of demolished material. Demolition Works.
Utility relocations, establishment of Beresford Square and Mercury Plaza Construction Support Areas (CSAs), removal of street trees and street furniture, undertaken between October 2019 through to early 2020.
Excavation of a temporary access shaft, mining of platform tunnels, excavation and construction of the two station entrance boxes at Mercury Lane and Beresford Square, and the operation of CSAs at Beresford Square, Pitt Street and Mercury Lane, starting in February 2020 and taking approximately 3 years.
Summary of Construction Works
November 2019
February 2020
Completed – Works were undertaken approx. between October 2019 to early 2020.
The work commenced on approx. February 2020 and is scheduled to continue through to 2025
The following outlines key construction activities occurring during the various stages of the Karangaa-Hape Construction Works A detailed account of the Karanga-a-Hape Construction Works is provided in the Construction Environmental Management Plan.
It is noted that the Karanga-a-Hape Construction Works (described in Table 1), is predominantly concentrated along Mercury Lane and Beresford Square, where large CSAs are set up to undertake major construction works and will be utilised through to completion of the Project in 2025. The neighbouring roads of Cross Street, Canada Street, East Street, Karanga-a-Hape Road and Pitt Street are also affected.
The demolition and early works listed below have been undertaken.
Demolition works
• Demolition of the Mercury Plaza building.
Karanga-a-Hape early works
• Trenching works along Beresford Square and Pitt Street to relocate utilities Removal of street trees and the café and toilets within Beresford Square.
3 Demolition works authorised by OPW60339200, Early works authorised by OPW60347591 and Main Works authorised by OPW60352495
June 2019
Annual Report – Karanga-a-Hape Station
• Establishment of the worksite in Beresford Square requiring the permanent closure of Beresford Square to vehicle traffic.
• Removal of all street furniture within Beresford Square.
• Utility relocation works and CSA establishment works within Mercury Lane.
Karanga-a-Hape Main Works
The Karanga-a-Hape Main Works were authorised on 26 February 2020. These works have commenced and will be ongoing until the completion of the Project in 2025. They involve:
• Installation of hoardings and temporary traffic management around active construction zones.
• A number of piling, mining and excavation activities within Beresford Square and Mercury Lane.
• Offsite disposal of excavated materials.
• Operation of CSAs within Beresford Square, Mercury Lane and Pitt Street.
8 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
3. Annual Report Methodology
City Rail Link designation condition 61.8 requires an annual report to be prepared to report on changes to the SIBD environment, as well as analyse complaints received and how these have been responded to. This condition reads as follows:
“The Requiring Authority shall prepare an annual report on the identification, monitoring, evaluation and management of the effects outlined in the Social Impact and Business Disruption DWP together with a summary of matters raised by the community, and how these have been responded to. The report shall be presented to the Community Liaison Groups.”
Review of information, as outlined in Section 3.1, has been undertaken for the SIBDDWPs prepared for each stage of the Karanga-a-Hape Construction Works. This report covers the period 1st April 2022 to 31st March 2023
Information Reviewed
A range of information has been reviewed to identify changes in the baseline SIBD environment, as is described in Section 4 to 7 of the SIBDDWPs for the Karanga-a-Hape Construction Works. Table 2 outlines the steps undertaken in this Annual Report to identify changes in the SIBD environment. The complaints register has been analysed to understand how mitigation measures (described in Table 3 (Section 3.2)) have been implemented to manage SIBD impacts. Statistics have also been analysed in relation to the number, type and location of these complaints.
Table 2: Annual Report information
Description
Monitoring of any changes to the Community Profile.
Monitoring of any changes to the Demographic and Business profile of the SIBD environment.
Impacts due to COVID-19 restrictions.
Summary of Development Response.
Overview of Matters Raised by the Community.
Analysis of the complaints received.
Summary of the Link Alliance’s response.
Overview of feedback received through CLG, information hubs, interview with community and development response managers, and through community events.
Section of Report
Section 4
Section 4
Section 4.1.1
Section 4.2
Section 6
Section 6.2
Section 7
Section 8
Recommendations for improvement based on feedback received. Section 9
The
Mitigation and Implementation Plan
A range of SIBD mitigation measures were included in Section 8 of the Karanga-a-Hape Main Works SIBDDWP. These seek to mitigate the SIBD impacts from the Karanga-a-Hape Construction works, and which respond to the requirements of the CRL designation condition (condition 61). A full list of measures, along with a brief description of how they mitigate potential impacts to businesses and residents within the affected community, are outlined below.
Mitigation Measure Description
Continuous up to date engagement
Frequent email updates, check ins, progress meetings, advanced notice of construction activities using a range of engagement tools and materials.
Collaboration Work with a range of organisations to understand planned events, impacts of concern, and measures to be implemented to reduce construction impacts.
Development Response Measures
Contractor Briefings
Noise and Vibration Disruption
Traffic, Access and Parking Disruption
Utility Disruption
Dust and Odour Disruption
Visual Amenity and Landscape
Range of measures to be implemented to mitigate impacts on adjacent businesses. Includes artwork on hoardings, livening of spaces and auditing of sites to ensure compliance with mitigation measures. Is an evolving measure that is informed by ongoing community engagement.
Brief all construction staff prior to their arrival on site. Outline staff protocol, how to interact with the public and vulnerable groups, how to be ‘good construction neighbours’.
Implementation of measures outlined in the CNVDWP. Site Specific mitigation measures implemented for sites which exceed criteria. Updates and engagement to allow businesses to plan ahead when noisy activities are scheduled
Implementation of measures outlined in the TAPDWP. Includes implementation of traffic management plans, and measures to reduce impacts on pedestrians, cyclists, parking and loading and public transport.
Engagement with businesses and residents in the affected community prior to disrupting utilities needed to be relocated.
Implementation of measures outlined in the AQDWP to reduce impacts on people and property sensitive to dust (and sometimes, odour) nuisance.
Engagement with the public and implementation of development response measures to reduce amenity impacts associated with loss of mature trees, built heritage and the character of the area Implementing activation opportunities along the corridor to enhance amenity where this value has been lost.
Relevant
Section 8.4Karanga-a-Hape Main Works
SIBDDWP
Section 8.5Karanga-a-Hape Main Works SIBDDWP
Section 8.6Karanga-a-Hape Main Works SIBDDWP
Section 8.7Karanga-a-Hape Works SIBDDWP
Section 8.8Karanga-a-Hape Main Works SIBDDWP
Section 8.9Karanga-a-Hape Main Works SIBDDWP
Section 8.10 –Karanga-a-Hape Main Works SIBDDWP
Section 8.11Karanga-a-Hape Main Works SIBDDWP
Section 8.12Karanga-a-Hape Main Works SIBDDWP
Community Character
Implementation of measures to preserve and retain the vibrancy of the Karanga-a-Hape area Includes development response initiatives, supporting of events and seeking activation opportunities.
Diverse Community and Opportunities to support community events. Engagement with homeless organisations and third sector organisations.
Section 8.13Karanga-a-Hape Main Works SIBDDWP
Section 8.14Karanga-a-Hape
Table 3: SIBD Mitigation Measures
Vulnerable Groups
Community Safety Implementation of Crime Prevention through Environmental Design (CPTED) measures to improve safety and perceived safety for residents, business owners and the public utilising the project site.
Health and Wellbeing
Business Disruption mitigation
Provision of information to support health and wellbeing which may have been impacted from construction activities.
A range of measures are detailed in the SIBDDWP. This includes communication, development response measures and implementation of the Transport and Parking Delivery Work Plan measures.
Main Works SIBDDWP
Section 8.15Karanga-a-Hape Main Works SIBDDWP
Section 8.16Karanga-a-Hape Main Works SIBDDWP
Section 8.17Karanga-a-Hape Main Works SIBDDWP
11 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
4. Community and Business Profiles
Information contained within the Karanga-a-Hape Main Works SIBDDWP relating to the description of the affected community’s profile (the Community Profile, Section 4.2) has been reviewed to ensure it is generally consistent with the current characteristics of the area. The sections below update the community profile to align with Statistical Area 1 information from the 2018 census year. Changes to the community profile as a result of the COVID-19 pandemic restrictions are also outlined. The range of feedback received has been analysed, including CLGs, information hubs, surveys and development response feedback.
Community Profile
Section 4.3 of the Karanga-a-Hape Main Works SIBDDWP refers to localised ‘meshblock’ information relating to the 2013 census data. Meshblocks have since been replaced with Statistical Area 1 (SA1)4 datasets obtained from the Statistics New Zealand website. The SA1 areas which relate to the Karanga-a-Hape Construction Works area is outlined in Figure 4-1 below.
The information in Table 4 below outlines the 2013 and 2018 census data for population, age, ethnicity and households relating to the SA1 boundaries (as localised to the Karanga-a-Hape Construction Works areas). Comparisons are outlined in order to indicate changes between the 2013 and 2018 census years. It is noted that the Karanga-a-Hape Construction Works commenced after the census data was accumulated, therefore, may not accurately represent the current demographic profile of the area5 .
Key facts derived from the 2013 and 2018 census6 data, as outlined in Table 4, is as follows:
• The population increased by 152 people between 2013 and 2018, with a total population of 1310 persons.
• The median age of people living in and within the vicinity of the Project area increased by 2.3 years, to 32.3 years.
• The number of occupied households increased by 78, to a total of 597 occupied households.
• The European ethnicity are the most common ethnicity within the Project area, followed by the Asian ethnicity. It is noted ‘Other’ ethnicity includes all ethnicities aside from European, Asian and Māori.
• The vast majority of residents living within the study area have lived therefore less than 5 years.
It is acknowledged the community and demographic profile within the Project area experienced significant change due to the COVID-19 restrictions and the subsequent lifting of restrictions
4 SA1s are defined at the meshblock level (built by joining meshblocks) and allow for the release of more detailed information about population characteristics than is available at the meshblock level.
5 Given 2020 has presented a range of disruptive impacts in addition to CRL construction activities, most notably, the COVID-19 restrictions.
Annual Report – Karanga-a-Hape Station Page 13 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
Figure 4-1 Statistical Area 1 Boundaries within the Karanga-a-Hape Construction Area
7005349 –
Beresford Square / Day Street / Samoa House
7005350 –
7005351 –
7005352 –
Total (156/100%)
European (87/56%)
Asian (51/33%)
Maori (15/10%)
Total (231/100%)
Asian (108/47%)
European (78/38%)
Maori (24/10%)
Total (210/100%)
European (108/51%)
Asian (48/23%)
Maori (21/10%)
Total (180/100%)
European (102/57%)
Asian (57/32%)
Other (15/8.0%)
Total (153/100%)
European (102/67%)
Asian (39/25%)
Other* (18/12%)
Total (171/100%)
European (87/51%)
Asian (72/42%)
Other (25/14%)
Total (219/100%)
European (147/67%)
Asian (54/25%)
Maori (24/11%)
Total (180/100%)
European (111/62%)
Asian (60/33%)
Other (24/13%)
Total (156/100%)
0-5 years (123/79%)
5-9 years (21/13%)
10 years + (6/4%)
Total (231/100%) 0-5 years (189/82%)
years (21/9%) 10 years + (6/3%)
Total (210/100%)
0-5 years (150/71%)
5-9 years (21/10%)
10 years + (6/3%)
Total (180/100%)
0-5 years (135/75%)
5-9 years (18/10%)
10 years + (12/7%)
Total (153/100%)
0-5 years (96/63%)
5-9 years (18/12%)
10 years + (12/8%)
Total (171/100%) 0-5 years (72/42%) 5-9 years (6/4%) 10 years + (9/5%)
Total (219/100%)
0-5 years (126/58%)
5-9 years (18/8%)
10 years + (12/5%)
Total (180/100%)
0-5 years (75/42%)
5-9 years (15/8%)
10 years + (18/10%) 7005353 –
Total (153/100%)
European (84/55%)
Asian (30/20%)
Other (18/12%)
Total (243/100%)
European (135/56%)
Asian (84/35%)
Other (27/11%)
Total (153/100%)
0-5 years (102/67%)
5-9 years (15/10%)
10 years + (9/6%)
Total (243/100%)
0-5 years (156/64%)
5-9 years (15/6%)
10 years + (12/5%) 7005309 –
Total (138/100%)
European (78/57%)
Asian (30/22%)
Maori (6/4.0%)
7005327 –Beresford Square to Lower Nelson Street
Total (90/100%)
European (48/53%)
Asian (36/40%)
Other (6/7%)
Total (201/100%)
European (90/45%)
Asian (84/42%)
Other (27/13%)
Total (135/100%)
Asian (75/56%)
European (54/40%)
Maori (3/2.0%)
Total (138/100%)
0-5 years (87/63%)
5-9 years (12/9%)
10 years + (27/20%)
Total (90/100%)
0-5 years (63/70%)
5-9 years (18/20%)
10 years + (0/0%)
Total (201/100%)
0-5 years (138/69%)
5-9 years (9/4%) 10 years + (24/12%)
Total (135/100%)
0-5 years (87/64%)
5-9 years (12/9%)
10 years + (6/4%)
Auckland’s Homeless
The Ira Mata, Ira Tangata: Auckland’s Homeless Count (dated 17 September 2018) contains the most up to date information in relation to people living without shelter and in temporary accommodation across the Auckland region. Relevant information relating to the homeless count is outlined in Section 4.2 of the Karanga-a-Hape Station Main Works SIBDDWP. Link Alliance continues to engage with relevant agencies to understand impacts and solutions related to the homeless community within the Project area.
Pedestrian counts
Generally pedestrian counts were higher than the previous year as people returned to work in the city. There was some continued impact of restrictions which were in place up until April 2022 which impacted the Auckland Region. The dates of key restrictions are summarised in Table 5
Table 5: Summary of lockdowns for Auckland Region during 2022
Date Description Restrictions
24 January 2022 –13 April 2022
Red light setting
• Domestic travel permitted
• Public facilities, education and businesses open with capacity limits based on 1m distancing
• Working from home if practical
Site walkover
A site walkover took place with the Karanga-a-Hape Community Manager, Simon Mitchell, and Karanga-a-Hape Development Response Manager, Deirdre Fitzgerald on 11 July 2023. This involved walking the perimeter of the site to observe ground floor premises adjacent to the Karanga-a-Hape Construction Zones, wayfinding and signage and evidence of development response measures.
Photographs from the site visit are included in Appendix B.
Page 15 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
Figure 4-2: Pedestrian counts for those locations at Karanga-a-Hape Road January 2021 to April 2023
Business Profile
Karangahape Road Business Association
The Karangahape Road Business Association (KBA) represents over 600 businesses within the Karangahape area. KBA has released a Manager’s report7https://www.odwebp.svc.ms/embed_ftn1 and a Chairperson’s report for the year ending June 2022.
These reports summarise the achievements of KBA during the year to support local business, how they adapted to significant changes experienced, and key statistics relating to consumer spending, pedestrian counts and security call-ups. KBA Chairperson’s report notes KBA continues to work closely with Link Alliance to support businesses.
Between July 2021 and June 2022 there were ongoing impacts to businesses in the Karangahape Road as a result of the pandemic, specifically:
• Reduced turnover due to a high proportion of hospitality businesses which rely on local and international visitors
• Safety and security issues due to a lack of people on the streets, reduced security and police presence and the use of several local backpackers as emergency accommodation, including an influx of 501 deportees from Australia.
Business turnover
During the reporting period between 1 April 2022 and 31 March 2023 approximately 3 small businesses have closed or relocated away from the site area. In several cases the reasons for closure have been Covid-19 related, although construction impacts have been noted as a factor. In addition, there have been several new openings across the site, with new businesses leasing areas where other businesses have closed. Approximately 3 new small businesses have opened across the site during the period.
5. Development Response
Development response is the planning and implementation of tools to mitigate the impacts of largescale development, and cumulative impacts of construction activity on people. It is about supporting the community whilst also making it easier for project teams to deliver projects.
Site Audits
Site Audits
The Karanga-a-Hape Communications & Engagement (C&E) team undertakes audits of the Karangaa-Hape Station Construction area on an ad-hoc basis. This response is proportionate to the size and relatively static border of the site. Audits involve a walkover by a C&E team representative, to assess the quality of the environment adjacent to construction and ensure it is kept to a high standard. The audit also proactively responds to issues e.g. graffiti across the site.
Issues raised and addressed by site audits include:
• Ensuring any wayfinding or business promoting signage is in the correct position.
• Sweeping of pedestrian areas and removal/covering of trip hazards.
• Removing graffiti
Weekly site audits enable these issues to be proactively managed and addressed efficiently to maintain the environment around the site.
Proactive Development Response Measures
Link Alliance has implemented a range of additional development response measures to mitigate impacts on the affected community. This has been a result of communication and engagement with stakeholders and the affected community over the course of the Karanga-a-Hape Construction Works8. Some examples include:
Amenity, urban safety and inclusive spaces
• A light installation for winter 2022 in conjunction with artist Angus Muir to make the Beresford Square more attractive and appealing in the dark winter months and provide wayfinding.
• Street cleaning (in addition to Auckland Council’s street cleaning) within Beresford Square to ensure that the area is clean and tidy.
• Sponsored lockers (from wheely bins) for the homeless in the area
Business support
• Supporting local – a majority of local businesses in Beresford Square are now signed up as vendors, have been used, and will continue to be used by Link Alliance as much as possible. New businesses that move to the area are included.
• Free 1-hour customer car parking vouchers for Beresford Square businesses. This initiative has been well received by businesses and in excess of 1000 complimentary tickets have been provided to businesses, their customers and affected stakeholders.
• Small business support programme, which sees affected businesses receive microgrants to help their businesses in a number of areas alongside independent business advice from a business connector. In 2023, the grant was increased to $3000to provide more meaningful support and taking into account significant post-Covid increases in inflation.
• Promotion of businesses in the area in the monthly newsletter.
• Provided bespoke signage for a number of businesses.
Area activation
• Link Alliance partnered with Artweek Auckland to deliver a site-specific programme of activity across the site including an online ‘walk’ around local artwork installed on site.
• Organising tours as part of the Heritage Festival.
8 The mitigation measures outlined in the range of technical reports required to address designation conditions, will continue to be implemented to manage construction impacts.
Page 17 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
• Local artwork, including a new Hazer installation around Beresford Square, a new artwork on Mercury Lane that promotes the businesses on Cross Street and the installation of a historical piece along the East Street hoarding.
• Pocket Park activation – new public toilets installed, local musicians played, St Patrick’s day and Kings birthday events
• Giveaways including cakes from local supplier on Valentine’s Day, St Patrick’s Day and Mother’s Day.
• Significant sponsorship of street wide activations in partnership with the KBA during the year which increased the footfall significantly in the area by approximately 20% / 20%. These largescale activations take place three times throughout the year: Anti Valentine’s Day (15% increase for a Tuesday), Matariki and Halloween (25% increase for a Saturday).
• First Thursdays is now a regular monthly occurrence since covid restrictions lifted. It has been adopted by many businesses in the area and brings a heightened footfall the majority of the time (approx. 20% increase).
Other initiatives
• Sponsored Christmas gift wrapping with uniquely Karanga-a-Hape imagery gift-wrapping paper, produced by locals in support of on-street shopping
• Sponsored voucher giveaways for the majority of the businesses in Beresford Square.
• Produced community thank you video using Link Alliance staff members playing Christmas carols on an organ in the local church.
• Site tours underground for key stakeholders to help them understand the scale of the works.
• An ice cream truck came to two locations to give out free ice cream cones to businesses and stakeholders.
• Supported Otherways Festival with a road closure at the end of 2022 (this festival is a road wide music event across multiple venues).
Quarterly Survey
Link Alliance conducts a quarterly stakeholder satisfaction survey via Survey Monkey. The online survey is sent to all stakeholders registered on each station’s database and is open for two weeks. The Link Alliance encourages stakeholders to respond via its regular communication channels including email, CLG meetings and station newsletters.
The survey seeks feedback on recent experiences engaging with Link Alliance and how effective the Link Alliance is at communicating and responding to complaints and feedback. The survey specifically asks if stakeholders have enough information about the project and its potential effects. The survey also asks about the stakeholders’ ability to contact the Link Alliance if they have a question or issue and how satisfied they are with the ability of the team to respond.
The Link Alliance reviews the survey responses and reports the results in the monthly newsletters for each station. Based on the feedback the Link Alliance identifies specific actions to be undertaken and those actions are also reported back to stakeholders via the newsletter. The Community Manager is responsible for ensuring those actions are implemented, ideally before the next quarterly survey.
Examples of actions undertaken by Link Alliance in 2022/23 for Karanga-a-Hape Station include:
• Investigated the possibility to relocate temporary traffic signage to assist with pedestrian flows.
• Speaking with Auckland Transport about a request for more information on plans for the surrounding streets.
• Reminder of the benefits of the Project.
Figure 5-1: Example of activation at Pitt Street Pocket Park. Source: Karangahape Business Association
Annual Report
• Regular updates of the work taking place.
Karanga-a-Hape Station Page 20 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
• Reminded site staff to ensure noise protection is installed at all times during noisy works
• Evaluated the Small Business Support Programme to ensure it is well-suited and accessible for as many small businesses as possible
• Continued improvements to site wayfinding.
6. Overview of Matters Raised by the Community
Overview
In accordance with Section 9.2 of the Karanga-a-Hape Main Works SIBDDWP (and CRL designation condition 17) the Karanga-a-Hape C&E Team has kept a record of all complaints received within a ‘complaint register’ . This section analyses the content of the complaint register in order to provide information on the most common complaints, where they were received and who made the complaint.
Link Alliance defines a complaint as: An expression of dissatisfaction about an issue that requires corrective action that is within the scope of the Link Alliance.
Section 7 provides a summary of the matters raised by the community and how the Link Alliance has responded to alleviate those concerns.
Complaints
Summary
For the current reporting period 1 April 2022 until 31 March 2023 there were a total of 25 complaints. Of the 25 complaints received 21 were identified as being adequately resolved, 2 were identified as not being adequately resolved and 2 did not include a response on the outcome.
The average time taken to resolve a complaint was approximately 1.1 days, however the complaints varied in complexity and mitigation required. In some instances, the complaint may have been adequately resolved but did not mean the issue was closed or impacts were no longer occurring. For example, the Link Alliance team may have visited a business following a complaint regarding noise impacts and installed additional noise mats or taken noise measurements which addressed the complaint but there are ongoing noise and business disruption impacts that will continue for the duration of works.
Complaint by Impact Theme
Between 1 April 2022 until 31 March 2023 there were a total of 25 recorded complaints. These have been reported by themes. Some complaints represented multiple themes so the total complaints for each theme will not equal the total number of complaints.
• 18 complaints were received in relation to noise and vibration impacts from the Project
• 4 complaints were received in relation to impacts to amenity, including lighting from the Project
• 2 complaints were received in relation to impacts to access and parking from the Project
In 2022/23 no complaints were received in relation to impacts to business disruption, servicing and deliveries, safety, visibility,wayfinding, and air quality
A comparison has been made between complaints received this year and 2021/22 and 2019/20 to identify changes in those impacts reported over time. The comparison shows that overall, there are fewer complaints compared to the last time period. Noise and vibration and access and parkingcontinue to be the most reported complaints. There were fewer complaints recorded
Karanga-a-Hape Station Page 22 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
regarding business disruption, amenity and air quality although these are still recognised as important issues.
Figure 6-1: Karanga-a-Hape Construction Works – Complaint by Impact Theme
Method of complaint
The majority of complaints were received from businesses, however there were fewer compared to 2021/22 (52% of complaints in 2022/23 compared to 82.4% of complaints in 2021/22). There were more complaints from residents (40.0 % of complaints in 2022/23 compared to 10.7% of complaints in 2021/22).
Table 6: Type of stakeholder raising the complaint
In 2022 complaints were provided by email (32.0%), phone (56.0%) and informal meetings (12.0%).
Table 7: Method of communication for raising the complaint
7. Link Alliance Response to Matters Raised by the Community
This section outlines the type of complaint received and summarises the mitigation measures the Link Alliance used in response to the complaint. It should be noted that the Link Alliance undertakes proactive engagement as part of its development response, however this section discusses the reactive mitigation measures that are implemented following the receipt of a complaint.
Noise and Vibration
The complaint register recorded 18 complaints in relation to noise and vibration impacts from the Karanga-a-Hape Construction Works. This was the most common complaint received.
Noise and vibration complaints were mostly in relation to disruptive impacts from noisy construction activities impacting residents and businesses, the timing of these works (i.e. early morning and/or late evening) and impacts of vibration upon buildings. The range of mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 8 below.
Table 8: Link Alliance response to noise and vibration complaints.
Nature of complaint
• Excessive noise and vibration causing disruption
Summary of mitigation methods used
Stopped noisy works upon receipt of complaint.
Noise levels monitored to confirm compliance with levels outlined in the Project CNVDWP.
Implemented further mitigation measures (mechanical ventilation, different cutting head) to lessen impact.
The stakeholder was contacted and advised about the mitigation measures deployed
- Ensured noisy works will be communicated to stakeholder in future.
• Noisy works being undertaken outside normal hours e.g. after 10pm and on weekends including concrete pours, excavation and concrete cutting
Met with construction team to understand nature of works and reason for complaint.
Communicated to impacted stakeholder about reason for works and types of mitigation measures proposed to lessen impacts.
Briefed contractors and advised them of Link Alliance’s obligations regarding work hours.
Stakeholder was issued the 0800 number that goes directly to security during the night if works are disruptive.
The issue was raised at the next construction meeting and the team were reminded to ensure doors are shut and fans are off after 10pm to minimise noise.
Amenity, including Air Quality and Light
The complaint register recorded 3 complaints regarding amenity and 1 in relation to lighting from the Construction works.
These were mostly in relation to dust impacts from construction works, blocked drains and lighting around Mercury Lane works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 9
Table 9: Link Alliance response to complaints about air quality.
Nature of complaint
• Dust and dirt accumulating around businesses and homes
• Blocked drains causing flooding around businesses
• Lighting affecting residents or businesses e.g. shining directly into bedrooms
Access and Parking
Summary of mitigation methods used
Dust monitoring to confirm compliance with limits.
Met with stakeholder in person and explained the use of the silt socks.
Complaint investigated and issue addressed e.g. removing silt socks and clearing drain.
Contacted site team and arranged for light to be moved. Affected stakeholder was contacted and informed about how Link Alliance responded to the complaint.
The complaint register recorded 2 complaints received in relation to business disruption impacts.
These complaints were predominantly in relation to contractor vehicles occupying private parking. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 10 below.
Table 10: Link Alliance response to access and parking complaints.
Nature of complaint
• Parking spots for businesses being used by contractors.
Summary of mitigation methods used
Contacted stakeholder and apologised for inconvenience caused.
Escalated issue with site supervisor.
Briefed contractors on where construction vehicles can and cannot be parked.
Offered support with signage
8. Feedback Received
This section provides an overview of the feedback received from the following engagement activities:
• Interviewing the Karanga-a-Hape Station Community Manager and Development Response Manager.
• Feedback from Karangahape RoadBusiness Association (KBA) Manager
• Feedback during the most recent CLG event.
Feedback has also been sought from the affected community on a draft version of this Annual Report.
Feedback from Community and Development Response Managers
An interview and site walkover were undertaken with the Karanga-a-Hape Community Manager (Simon Mitchell) and Karanga-a-Hape Development Response Manager (Deirdre FitzGerald) on the 11th July 2023. The purpose of this interview was to understand the predominant issues raised by the community, how Link Alliance has responded to those issues (using various measures outlined in the SIBDDWP), and the effectiveness of those responses. The following outlines the key items raised during the interview:
• The area is going through a significant period of change.
• The Small Business Support Programme has been well received with 14 out of 15 eligible businesses taking up the programme.
• Some businesses have closed, however this is generally balanced with new businesses that have moved into the area.
• Noise and vibration were the most common complaints. However, generally complaints are much lower than previous years.
• There has been a decrease in complaints over the past year which reflects the nature of the construction works being undertaken.
• The team are working closely with the community to manage the impacts of streetscape works which will commence shortly as they understand this is likely to be very impactful for residents and businesses adjacent to the works.
• Homelessness and anti-social behaviour continue to be a complex issue in the community. Link Alliance supports the work of the KBA, Auckland Council and Police as well as volunteer organisations where possible
The interview was followed by a site visit. During this time, Simon Mitchell, Karanga-a-Hape Station Community Manager, pointed out the range of mitigation measures incorporated throughout the public realm boarding the construction site. This included permanent hoardings with Perspex windows, ramps for vulnerable members of the community, lighting in darker areas, clear sight lines and noise mats. Photos are outlined in Appendix B.
Karangahape Road Business Association (KBA)
An interview with the new KBA manager (Jamey Holloway) was conducted on 11 July 2023. The KBA manager acknowledged the relationship with Link Alliance and shared some positive feedback regarding the small business support programme and the support given to the directly adjacent
properties. The KBA manager highlighted the importance of KBA’s recent destination marketing campaigns and First Thursday events to attract people to the area.
Link Alliance assisted KBA with additional security over winter 2022, making up a shortfall when a security initiative did not receive the funds anticipated. After December 2021 the safety environment improved as businesses reopened and the end of MIQ freed up Police to return to the city.
Key annual events including Halloween, Anti-Valentines & Matariki are a focus for KBA. Successful events have resulted in increased profile, foot traffic, positive community spirit and turnover. Link Alliance provides funding to support these events.
At the meeting held with KBA on 11 July 2023 there was positive recognition of the small business support programme and the benefits this was providing to businesses.
It was noted there were ongoing challenges for businesses applying for the Targeted Hardship Fund (THF) administered by City Rail Link Ltd. In particular, the need to review the criteria for businesses who signed leases after October 2019 given the delays in project completion and the sustained impacts beyond what was initially anticipated by business owners. While this is outside of the scope of Link Alliance it reflects concerns for the local businesses around ongoing disruption from the project.
KBA identified the need to consider how to continue the events and activation of the new Beresford Square area following the completion of CRL in 2025. While Link Alliance does not have funding or a mandate for future programming they are keen to work with KBA to identify options prior to handover that retain the positive outcomes realised through activations carried out over the past two years.
Information hubs and community event feedback
Karanga-a-Hape information sessions at the InfoHub in Beresford Square took place throughout the 2022/2023 construction period
The InfoHub is open once a week (minimum) for two hours to enable members of the public to dropin and ask questions about the Project. These sessions are staffed with a member of the C&E team. Karanga-a-Hape Station also holds regular guided site tours for members of the public. These tours end at the InfoHub where guests are provided with station collateral and can watch fly-through videos.
CLG Feedback
There was a total of four CLG events relating to the Karanga-a-Hape Construction Works CLG presentations and minutes are publicly released and available on the CRL website.
Key issues raised by attendees of the CLG were in relation to a range of issues including :
• Whether the urban realm can be carried out at the same time as the fit out and who is responsible for this.
• Whether station openings will be staged.
• Graffiti and dirt within the Project area e.g. Mercury Lane, alleyways in Beresford Square
• Noise and vibration monitoring, exceedances of noise limits and how these are reported and managed
| 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
• Pedestrian access at Pitt Street (near the Fire Station) to make this easier to cross.
• Processing and transporting of spoil and the potential for re-use of spoil within the site
• Information for the interface and integration of the edges of the station with the surrounding laneways and streets
• Cleaning of the buildings once the dusty works have completed and timing for removal of hoardings
• Bike access and bike parking in Beresford Square
CLG Feedback on the Annual Report
The results of the information gathering exercise were presented at the CLG on 21 September 2023 and the opportunity was provided for feedback, questions or concerns.
During the meeting the CLG no issues were raised.
The draft report was made available for comment following the CLG meeting.
No comments were received on the report following the CLG meeting.
9. Recommendations
Based on the matters raised by the community (as outlined in Sections 6 and 8) the following recommendations are made:
• Link Alliance continues to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs.
• Link Alliance continues to provide the affected community with detailed work notifications and information about potential impacts from proposed construction activities using a multitude of engagement tools (i.e. in person, on the phone, works notification emails, station newsletters).
• Continue to implement the range of mitigation measures, as outlined in the DWPs and Management Plans prepared for the construction works.
10. Conclusion
This Annual Report confirms that the range of mitigation measures (as outlined in the SIBDDWPs prepared for the Karanga-a-Hape Construction Works) have been implemented to manage construction impacts upon the public and affected community.
Information collected including complaints received, concerns raised during interviews and CLG meetings have been used to review the effectiveness of a range of mitigation measures (as outlined in the SIBDDWPs prepared for the Karanga-a-Hape Station Construction Works) that have been implemented to manage construction impacts for the affected community including businesses and residents within the Karanga-a-Hape Station area.
Key findings identified that:
• Site audits are undertaken on an ad-hoc basis to manage minor issues around the site.
• A range of proactive development response actions have been undertaken including:
Proactive engagement with stakeholders e.g. around scheduling of noisy or disruptive works
New CPTED lighting and additional security to support safety around the site
Sponsored events, public realm works and activation programs to attract visitors to the area e.g. Artweek, Pocket Park, First Thursdays
Business support through promotion of local businesses and use of local procurement, small business support programme, parking vouchers etc.
• The majority of complaints received were in relation to disruptive impacts from noise and vibration
• Other concerns from the KBA were related to cumulative impacts e.g. from unrelated road works on Cross Street and East Street, homelessness and anti-social behaviour and the lack of public amenities.
There has also been progress on recommendations from the 2021/2022 report, namely:
• Ongoing engagement with stakeholders to build relationships with businesses and residents especially around scheduling of disruptive works.
• Continued implementation of mitigation measures as outlined in the DWPs and Management Plans, and monitoring of the effects
Additional recommendations for Link Alliance in this 2022/23 report include:
• Continuing to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs.
• Continuing to provide the affected community with detailed work notifications and information about potential impacts from proposed construction activities using a multitude of engagement tools (i.e. in person, on the phone, works notification emails, station newsletters).
• Continuing to implement the range of mitigation measures, as outlined in the DWPs and Management Plans prepared for the construction works.
It is noted that it is not always possible to satisfy all of the community’s concerns relating to the construction activities associated with the Project, given the limits of what is reasonably practicable to mitigate the construction effects of a major infrastructure project. Link Alliance will, however, ensure that scale, time and likely extent of impacts is communicated to affected parties alongside the implementation of the Delivery Work Plans and monitoring of these and the Designation conditions.
| 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
Appendix A: Previous Recommendations
The previous SIBD Annual Report made several recommendations for Link Alliance to consider in terms of business disruption and the annual report process. These are summarised below in Table A-1.
Recommendation
• The Link Alliance continue to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs.
• The Link Alliance continue to provide the affected community with detailed work notifications and information about potential impacts from proposed construction activities using a multitude of engagement tools (i.e. in person, on the phone, works notification emails, station newsletters).
• Continue to implement the range of mitigation measures, as outlined in the DWPs and Management Plans prepared for the construction works.
• Undertake a review of noise complaints with the noise and vibration technical specialists who authored the Noise and Vibration Delivery Work Plan, and implement any practicable mitigation recommendations.
Observation
Link Alliance seeks to actively engage with businesses in the planning stage of the works to get feedback on construction methodology, timing and any specific requirements for these businesses and accommodating this feedback where possible.
Link Alliance continues to use multi-channel communication to deliver updates regarding upcoming works and closures through monthly newsletters, flyers/posters, social media, emails and CLG meetings.
Link Alliance continues to implement the mitigation measures outlined in Section 8 of the SIBDDWP. The site is well managed and this can be evidenced by the reduced number of complaints for this site.
Link Alliance continues to monitor noise complaints and respond to complaints when they are received. Noise complaints were generally associated with activity after hours, particularly at the Mercury Lane site, Once noise complaints were received the works were stopped.
Appendix B: Site Walkover Photos
Figure 10-1: Artwork and placemaking around Beresford Square.
Figure 10-2: Example of business visibility signage around Mercury Lane.
Figure 10-3: Example of wayfinding signage around Beresford Square.
Figure 10-4: Example of business visibility signage around Mercury Lane.
Appendix C: Infrastructure Sustainability Rating
The City Rail Link Infrastructure Sustainability Technical Manual has been developed by the City Rail Link based on the Infrastructure Sustainability Council (ISC) tool to evaluate the sustainability of infrastructure across design, construction, and operational phases. To support the self-assessment submission the SIBD Annual Report will be included as evidence for Sta-3 and Sta-4.
Sta-3 Effective Communication
Credit Benchmark
Sta-3
Level 1
The community has been provided with information that: was provided in a timely manner supported community participation was meaningful and relevant was accessible AND
This has been verified by: internal management/ reviews/ audits OR community feedback with 65-80% support
Section 8.4 of the Karanga-a-Hape Station Main Works SIBDDWP indicates the Link Alliance’s commitment to providing continuous up to date engagement throughout the course of the Construction works.
Section 8.4 and Section 5 of the Karanga-a-Hape Station Main Works SIBDDWP indicates the range of engagement tools utilised by the Link Alliance to supply information to, and receive feedback from, affected members of the community. Use of a variety of engagement to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process.
Section 8.4 of the Karanga-a-Hape Station Main Works SIBDDWP includes:
• Courtesy visits and / or email updates to businesses
• Project progress meetings undertaken with businesses, to confirm project programme and when scheduled works will take place
• Provision of advance notice to businesses on the scope of works on a regular basis in line with the Communication and Consultation Plan
• Engagement with the affected community, via:
• Works notification and works updates
• Local drop-in sessions
• Monthly email newsletters
• On-site signage for key traffic shifts
• Project update information sheets
• Digital communications including website updates and social media updates
• Advertising and campaigns for major traffic shifts.
Timely information has been provided to the public and affected community through a range of engagement tools as outlined above to ensure all members of the community have access to useful
35 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
information about the Project and could provide feedback should they experience disruption. It is important recognise that engagement will be ongoing.
Engagement method Implementation
One to one meetings
Works notification and works updates
During COVID-19 restriction levels faceto-face visits were limited, however, where possible courtesy visits and project progress meetings were undertaken with businesses where requested to provide an update to works or to address concerns or complaints.
Notifications about upcoming works (e.g. noisy works) or changes (e.g. access changes) are distributed (targeted to be 10 days in advance of commencement) to enable adequate time for community members to prepare. Notifications are also provided in the newsletter distributed to an extensive contact list and made available online.
Example
A stakeholder who complained about equipment blocking drains and leading to flooding around their business. An informal meeting was held between the Development Response Manager and the stakeholder and the actions going forward were discussed. The stakeholder was satisfied with the response.
Examples of work notifications:
• In May2022 a works update was provided which stated “ …With bulk excavation completed to its lowest point in the station box, the team are now working on infrastructure that sits beneath the floor. Excavation and reinforced concrete construction for the sump is also now complete and drainage works are underway ”
• In April 2022 a works update was provided which stated “Excavation is nearing completion at the Beresford Square entrance, which means the amount of rocks and material being lifted out and emptied into trucks has lessened… While excavation nears completion, the team are also working on the installation of drainage at the B7 level. The drainage system collects all the groundwater in the station area and pumps it back to the surface for disposal”
Local drop-in sessions
Information sessions and site tours are advertised via the monthly Karanga-aHape Station newsletter distributed to over 1000 members and are open to the public.
Information sessions and site tours are held within the Project area on a regular basis.
An information centre has also been established on Wellesley Street West which provides information and a contact point for the community.
Examples of local site tours:
Monthly email newsletters
Monthly email newsletters are distributed to all stakeholders on the mailing list maintained by Link Alliance. Newsletters are also made available online.
Monthly newsletters include updates on station progress, events and activation occurring and promotion of local businesses. Examples of the monthly newsletter:
On-site signage for key traffic shifts
Project update information sheets
An independent audit of the temporary wayfinding signage installed by Link Alliance to help users move around the active sections of the Karanga-a-Hape Station construction site was undertaken in December 2021. Following the wayfinding audit several changes were implemented by Link Alliance, including yellow paint to highlight trip hazards.
Project information sheets and posters are available on the Link Alliance website. These sheets provide updates of large upcoming works and closures.
Examples of improved wayfinding from the independent audit at Pitt Street.
Example of a project information sheet:
Digital communications including website updates and social media updates
The Link Alliance website is updated regularly, examples of updates include Beresford and Pitt Street Utilities Work Update. These cover a description of the works and how the works will affect stakeholders.
Digital communication has included short videos of works undertaken at Karanga-a-Hape station.
Advertising and campaigns for major traffic shifts.
Examples of digital communications include:
• On 29 March Link Alliance posted a video to bring the public up to date with the new service building that has appeared above ground at Beresford Square, and other changes around the Karangahape site.
This site is constrained to Beresford Square and Mercury Lane. There have not been any major traffic shifts. N/A
In addition to the CRL website, email notifications, and newsletters the Link Alliance provides information via an 0800 number, information centre, Community Liaison Group and quarterly stakeholder surveys.
An information centre is established on Beresford Square, the information centre is staffed daily by a member of the team.
Community Liaison Group meetings have been held on a quarterly basis and will continue to be held on a regular basis throughout the period of construction works. The purpose of these meetings was to provide meaningful information to affected parties. In 2022/23 the Community Liaison Group discussed a range of topics including upcoming works, final renders, mitigation measures.
The benchmark has been verified through internal management and reviews. This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance’s Sustainability Team.
Sta-4 Addressing community concerns
Credit Benchmark
Sta-4
Level 1
The community believe their concerns have been considered and addressed. AND This has been verified by: internal management/ reviews/ audits OR community feedback with 65-80% support
Section 8.4 of the Karanga-a-Hape Station Main Works SIBDDWP indicates the Link Alliance’s commitment to providing continuous up to date engagement throughout the course of the construction works.
Section 8.4 and Section 5 of the Main Works SIBDDWP indicates the range of engagement tools utilised by the Link Alliance to supply information to, and receive feedback from, affected members of the community. Use of a variety of engagement tools to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process.
Section 6.2 of this Annual Report has provided an analysis of the complaints register and how the Link Alliance has responded to complaints. Complaints have been analysed and categorised in order to understand the most common complaints, where they were received and who made the
Page 39 | 2022-2023 SIBD Annual Report - Karanga-a-Hape Station
complaint. The register outlines how each complaint has been responded to, Section 7 of this annual report captures the variety of complaints received and Link Alliances response.
Examples:
Complaint: Stakeholder complained that the air ventilation fan at Mercury Lane was left on after work hours which is a nuisance as the site is opposite the stakeholders residence.
Response: The site supervisor was contacted and the fan was turned off and put on an automatic timer to turn itself off at 10pm should site staff forget . The stakeholder was satisfied with the response.
Complaint: Stakeholder complained about noise coming from the Beresford Square site after hours.
Response: The Development Response Manager contacted the Beresford Square Senior Project Engineer to alert them of the issue and it was discovered it had been an alarm within the site that was beeping. The security team was also made aware of the issue. The stakeholder was re-issued the 0800 number that goes directly to security during the night should it ever happen again, and was satisfied with the Link Alliance response..
A review of the matters raised by the community indicates that Link Alliance has responded promptly to concerns, and that the majority of impacted stakeholders are satisfied with this response. However, there were stakeholders who remained concerned about the ongoing disruption to their business.
The benchmark has been verified through internal management and reviews. This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance’s Sustainability Team.
