Social Impact and Business Disruption Delivery Work Plan
2023-2024 Annual Report
Revision: 0.3
Date: December 2024
Page 1 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
This document is uncontrolled when printed. This document should be printed in colour
Revision Status
0.1
0.2 August 2024 For CLG comment
Approval Status
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 2023/2024 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.
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 has been adopted following approval by New Zealand Geographic Board
2 Works required to construct the Karanga-a-Hape Station. Includes Construction Works authorised by the Stage 1-3 (authorised by OPW60339200), Stage 4 and 5 (authorised by OPW60347591) and Main Works (authorised by OPW6032495) Outline Plan documentation (refer Table 1).
Section 7: Feedback Received: provides an overview of the feedback received during the 2023/2024 construction period.
Section 8: Recommendations: outlines areas where Link Alliance can improve during the 2024/2025 construction period.
Section 9: Conclusion.
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.
21 June 2019
11 November 2019
26 February 2020
Completed –Works were undertaken approx. between October 2019 to early 2020.
The work commenced on approx. February 2020 and is scheduled to be completed in Q2 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
3 Demolition works authorised by OPW60339200, Early works authorised by OPW60347591 and Main Works authorised by OPW60352495
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.
• 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.
Public Realm Reinstatement (PRR) works
The above-ground streetscape construction package, also known as Public Realm Reinstatement (PRR) works, began in Q2 2024 and are scheduled to be complete in Q2 2025
PRR works around the Beresford Square entrance to Karanga-a-Hape Station extend from the Pitt Street / Beresford Square corner westward down to Day Street.
PRR works also cover a small section of Mercury Lane, directly in front of the Mercury Lane entrance, as well as the laneway to the south of the station entrance building that connects East Street and Mercury Lane.
Link Alliance PRR works will be delivered in collaboration with Auckland Transport’s (AT) Karanga-a-Hape Station precinct integration programme (Project K) which seeks to enhance the public areas around the station entrance buildings. AT is delivering the majority of streetscaping works in Mercury Lane.
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
8 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
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 2023 to 31st March 2024.
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. Section 4
Monitoring of any changes to the Demographic and Business profile of the SIBD environment.
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.
Recommendations for improvement based on feedback received.
Section 4
Section 4.2
Section 6
Section 6.2
Section 7
Section 8
Section 9
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.
Table 3: SIBD Mitigation Measures Mitigation Measure Description
Continuous up to date engagement
Collaboration
Development Response Measures
Contractor Briefings
Noise and Vibration Disruption
Traffic, Access and Parking Disruption
Utility Disruption
Dust and Odour Disruption
Visual Amenity and Landscape
Frequent email updates, check ins, progress meetings, advanced notice of construction activities using a range of engagement tools and materials.
Work with a range of organisations to understand planned events, impacts of concern, and measures to be implemented to reduce construction impacts.
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.
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 Vulnerable Groups
Opportunities to support community events. Engagement with homeless organisations and third sector organisations.
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
Provision of information to support health and wellbeing which may have been impacted from construction activities.
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
Section 8.13Karanga-a-Hape Main Works SIBDDWP
Section 8.14Karanga-a-Hape Main Works SIBDDWP
Section 8.15Karanga-a-Hape Main Works SIBDDWP
Section 8.16Karanga-a-Hape Main Works SIBDDWP
Annual Report – Karanga-a-Hape Station
Business Disruption mitigation
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.
Section 8.17Karanga-a-Hape Main Works SIBDDWP
11 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
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 range of feedback received has been analysed, including CLG, information hub, survey and development response feedback.
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 2023 census is now the most up to date census data available. The information in Table 4 below outlines the 2023 census data for population, age, ethnicity and households relating to the SA1 boundaries (as localised to the Karanga-a-Hape Construction Works areas). It is not possible to provide comparisons between the 2018 and 2023 census years as the SA1 areas have changed as part of the 2023 census
Key facts derived from the 2023 census5 data, as outlined in Table 4, is as follows:
• The total population of the area is 2,442 persons.
• The median age of people living in and within the vicinity of the Project area is 34.9 years.
• The number of occupied households totals 1,329.
• The European ethnicity is 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 there for 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 https://www.stats.govt.nz/information-releases/2023-census-population-dwelling-and-housing-highlights/
12 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
Annual Report – Karanga-a-Hape Station
4-1 2023 Statistical Area 1 Boundaries within the Karanga-a-Hape Construction Area
13 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
7031274 - Wellesley
7031276 – Pitt Street, Karanga-a-Hape Road, Poynton Terrace and Scotia Place
7031295 – Upper Queen
(135/100%) European (81/60%)
(33/24%)
(15/11%)
(261/100%) Asian (138/53%)
European (96/37%)
(36/14%)
(108/100%) European (63/58%)
Asian (33/31%) Other (15/14%)
(504/100%)
European (231/46%)
(225/45%) Other (60/12%)
Total (159/100%)
European (99/62%)
Asian (54/34%)
Māori (12/8%)
Total (186/100%)
Asian (81/44%)
European (78/42%) Māori (21/11%)
years (90/67%)
years (24/18%)
years + (21/16%)
(261/100%)
(108/100%)
years (78/72%)
years (12/11%)
years + (9/8%)
(504/100%)
years (453/90%)
years (24/5%) 10 years + (18/4%)
Total (159/100%)
0-5 years (138/87%) 5-9 years (12/8%) 10 years + (6/4%)
Total (186/100%)
0-5 years (144/77%)
5-9 years (30/16%) 10 years + (9/5%)
7031293 – Cross Street, Upper Queen Street, East Street Cycleway, Auckland Southern Motorway and Karanga-aHape Road
7005352 – Karanga-aHape
7031294 - Karanga-a-
7031296 -
-
7031244 – Hopetoun Street, Auckland Southern Motorway and Howe Street
7031292 – Day
Table 4: Statistical Area 1 statistics from 2023 Census Data
Total (192/100%)
European (102/53%)
Asian (48/25%)
Other (45/23%) Total (192/100%)
years (165/86%) 5-9 years (9/5%)
years + (21/11%)
(162/100%) European (99/61%) Asian (54/33%) Māori (15/9%)
(165/100%)
(99/60%)
(51/31%)
(24/15%)
Total (87/100%)
European (45/52%)
Asian (30/34%)
Other (15/17%)
Total (252/100%)
European (156/62%)
Asian (66/26%)
Māori (33/13%)
Total (231/100%)
Asian (90/39%)
European (87/38%)
Māori (39/17%)
(162/100%)
years (117/72%) 5-9 years (18/11%) 10 years + (24/15%)
(165/100%)
years (126/76%)
years (21/13%)
years + (18/11%)
Total (87/100%)
0-5 years (57/66%)
5-9 years (18/21%) 10 years + (12/14%)
Total (252/100%)
0-5 years (207/82%)
5-9 years (36/14%) 10 years + (0/0%)
Total (231/100%)
0-5 years (207/90%)
5-9 years (9/4%) 10 years + (6/3%)
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.
Generally pedestrian counts were higher than the previous year as people returned to work, students returned, cruise ships were arriving, and big events being held following COVID.
150 K Road 183 K Road
4-2: Pedestrian counts for those locations at Karanga-a-Hape Road January 2021 to May 2024
Site walkover
A site walkover took place with the Karanga-a-Hape Community Manager, Simon Mitchell on 30 July 2024. 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
Business Profile
Business turnover
During the reporting period between 1 April 2023 and 31 March 2024 approximately 3 businesses have relocated away from the site area or closed due to personal reasons or changing business models. In addition, there have been at least 5 new openings across the site, with new businesses including a coffee shop, make-up/nail salon and embroidery studio.
Page 16 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
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.
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
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 Works6. Some examples include:
Amenity, urban safety and inclusive spaces
• 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.
• Bi-monthly washing of hoardings and ground floor windows
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 $3000 to provide more meaningful support and taking into account significant post-Covid increases in inflation.
• Promotion of businesses in the area in the monthly newsletter.
6 The mitigation measures outlined in the range of technical reports required to address designation conditions, will continue to be implemented to manage construction impacts.
• Provision of bespoke signage for a number of businesses.
Area activation
• In kind support, in the form of designing and socialising a traffic management plan with Auckland Transport, enabled the KBA to close a section of Karangahape Road for the 2024 Matariki street party. This support was in addition to event sponsorship.
• 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 timeline along the East Street hoardings
• Pocket Park activation – local musicians played, St Patrick’s Day and King’s Birthday events
• Giveaways including cakes from local suppliers on 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%. These large- scale activations take place three times a year: Anti Valentine’s Day (15% increase for a Tuesday), Matariki and Halloween (25% increase for a Saturday).
• The First Thursday event, that takes place on the first Thursday of every month, has been adopted by many businesses in the area and brings a heightened footfall for the majority of events (approx. 20% increase).
Other initiatives
• Sponsored voucher giveaways for the majority of Beresford Square businesses.
• 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.
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 2023/24 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.
• Regular updates and responses to questions on the work taking place.
• Keeping the sites and surrounding areas clean and free of hazardous waste.
Annual Report – Karanga-a-Hape Station Page 20 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
• Reminded site staff to ensure noise protection is installed at all times during noisy works.
• Continued improvements to site wayfinding.
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.
For the current reporting period 1 April 2023 until 31 March 2024 there were a total of 24 complaints.
The average time taken to resolve a complaint was approximately 0.2 days. The team are extremely proactive in getting issues closed out with no complaint taking longer than a day to resolve or in one case responded to, but the stakeholder was unsatisfied with the answer provided
In some instances, repeat complaints were witnessed. For example, in one case the senior C&E advisor had to call the relevant site engineer on a number of occasions during a month to get the team to turn off the radio.
Between 1 April 2023 until 31 March 2024 there were a total of 24 recorded complaints. These complaints were received from 11 complainants which speaks to the relationship the Link Alliance team have with the community. 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.
• 13 complaints were received in relation to noise and vibration impacts from the Project
• 8 complaints were received in relation to impacts to access and parking from the Project
• A single complaint each was received in relation to impacts to amenity, air quality, safety, onsite behaviour, after hours working and business disruption from the Project
In 2023/24 no complaints were received in relation to impacts to servicing and deliveries and visibility and wayfinding.
A comparison has been made between complaints received this year and 2022/23, 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 albeit only by one. Noise and vibration and access and parking continue to be the most reported complaints, with access and
Station Page 22 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
parking in particular quadrupling the number of complaints since 2022/23. There were fewer complaints recorded regarding amenity and a slight rise in complaints (single complaints in both cases) for safety and business disruption.
6-1: Karanga-a-Hape Construction Works – Complaint by Impact Theme
The majority of complaints were received from residents (54.2%), a slight increase from 2022/23 (40.0% of complaints) but lower than 2021/22 (73.3% of complaints). There were less complaints from businesses (41.7% of complaints in 2023/24 compared to 52.0% of complaints in 2022/23).
Table 5: Type of stakeholder raising the complaint
In 2023/24 complaints were provided by email (29.2%), phone (62.5%) and informal meetings (8.0%). This follows a very similar trend to what was seen in the previous year (2022/23).
Table 6: Method of communication for raising the complaint
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.
The complaint register recorded 13 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 7 below.
Table 7: Link Alliance response to noise and vibration complaints.
• Excessive noise and vibration causing disruption
Stopped noisy works upon receipt of complaint or found out how long it would be going on for.
Noise levels monitored to confirm compliance with levels outlined in the Project CNVDWP.
Implemented further mitigation measures (reduced working times such as not working beyond 8:30pm and banning certain types of machinery from the site) to lessen impact.
Reminding the construction team of the permissible working hours.
The stakeholder was contacted and advised about the mitigation measures deployed
Follow up meetings were also held.
- Ensured noisy works will be communicated to stakeholder in future.
• Noisy works being undertaken outside normal hours
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 asked to alert them immediately in the unlikely event of it happening again and provided relevant number to be contacted on.
The complaint register recorded 8 complaints received in relation to business disruption impacts.
These complaints were predominantly in relation to contractor vehicles or machinery occupying private parking/loading zones or entrances. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 8 below.
Table 8: Link Alliance response to access and parking complaints.
Nature of complaint
• Parking spots and loading zones for businesses being used by contractors and machinery
Summary of mitigation methods used
Contacted stakeholder and apologised for inconvenience caused.
Escalated issue with site supervisor.
Briefed contractors and traffic controllers on where construction vehicles can and cannot be parked. AT will be called to tow the vehicles if happened again. Incident report recorded by the health and safety team.
The complaint register recorded 1 complaint regarding amenity, safety and air quality which was made in the same complaint
Mitigation measures Link Alliance utilised to resolve / respond to the complaint are provided in Table 9
Table 9: Link Alliance response to complaints about amenity, air quality and safety.
Nature of complaint
• Requested compensation for the clean-up costs incurred relating to the flooding event which was believed to be caused by the catch pit protection.
• In addition, paying for a building wash from dust alleged to be from the Link Alliance works.
Summary of mitigation methods used
Stakeholder was responded to and confirmed that this would be investigated and responded to as soon as possible.
A dust report was undertaken which indicated the dust on the building was from the nearby motorway.
Request for compensation refused based on the flooding event being a 1 in 200-year event and that the catch pit protection does not prevent water from entering the system.
The complaint register recorded 1 complaint regarding business disruption from the Construction works.
Mitigation measures Link Alliance utilised to resolve / respond to the complaint are provided in Table 9
Table 10: Link Alliance response to complaints about air quality.
Nature of complaint
• Noise from an event at the pocket park was distributing their business
Summary of mitigation methods used
The Senior Communications and Engagement Advisor went to the business to discuss the issue further.
First Thursday Events team was contacted to ask them to minimise noise levels without compromising the event.
This section provides an overview of the feedback received from the following engagement activities:
• Interviewing the Karanga-a-Hape Station Community Manager
• Feedback from Karangahape Road Business Association (KBA) Manager
• Feedback during the most recent CLG meeting
Feedback has also been sought from the affected community on a draft version of this Annual Report.
An interview and site walkover were undertaken with the Karanga-a-Hape Community Manager (Simon Mitchell) on the 30th July 2024. 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 number of applications for the Small Business Support Programme increased to 19 in 2024
• Some businesses have closed, however more new businesses 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 are impactful for residents and businesses adjacent to the works.
• There have been some positive outcomes achieved through genuine engagement, trust and understanding with businesses to ensure that access to properties is maintained and effects are managed.
• 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 site area, including the walkways to maintain connectivity during streetscape works. Photographs are provided in Appendix B
An interview with the new KBA manager (Jamey Holloway) was conducted on 30 July 2024.
Link Alliance continues to work closely with KBA around disruption to businesses in the area and KBA has supported Link Alliance in providing alternative access through their building and find alternative parking.
First Thursdays is still going well but has and will continue to evolve. The changes provide an opportunity for KBA to develop the activation programme and look for other areas where they can focus events. Link Alliance continues to co-sponsor events and use their technical capacity to assist with events e.g. providing traffic management plans for events. One of the most successful events has been the Matariki Street Party which was the biggest night of foot traffic. This event could not have taken place without the support of Link Alliance. It is hoped that these types of events will provide a legacy for the community and enable the road to be closed for other celebrations and key events.
Link Alliance has set a high standard for development response. This is evident in the way that Auckland Transport and others have adopted the Link Alliance programmes and methodologies for managing other projects in the area, for example adopting the small business support programme.
However, what has made the Link Alliance team so successful has been their ability to build trusted relationships with the community. The team are present in the community and manage stakeholders with respect and goodwill. By taking the time to understand the needs of individual businesses they have managed to stage or deliver works which minimise the disruption and/or enable businesses to retain their key functions. Examples include periods of respite e.g. Friday and Saturday evenings to limit the disruption to local businesses with outdoor seating.
The learnings from Link Alliance and the high standard of development response that has been provided by the team should be passed on to future projects.
Karanga-a-Hape information sessions at the InfoHub in Beresford Square took place throughout the 2023/2024 construction period
The InfoHub is open once a week every Wednesday morning 9am-12pm to enable members of the public to drop-in 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.
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:
• The dates for the first section of works on Mercury Lane.
• Concerns around security and specific ways of preventing crime.
• Whether the public toilets will be inside or outside the station, paid or free and fully accessible
• How the interface on Mercury Lane between Link Alliance and AT’s ‘Project K’ will work.
• What support is available financially to impacted businesses.
• Details on the ventilation stack and fans in the station box.
• Will more than just sound barriers be used to mitigate noise above ground when completing work.
• Whether provisions have been put in place for foundation work underneath what was the Mercury Plaza.
The results of the information gathering exercise were presented at the CLG on 19 September 2024 and the opportunity was provided for feedback, questions or concerns.
During the meeting the CLG no issues were raised on the Annual Report.
There were however a few questions in relation to when and if the Beresford Square public toilets would be open prior to the CRL station opening, would the lighting and signage strategy for passenger wayfinding be connected to Ponsonby Road and whether the Cross Street music festival would happen again. These were all answered by the relevant representatives on the day.
The draft report was made available for comment following the CLG meeting. No comments were received.
Based on the matters raised by the community (as outlined in Sections 6 and 8) the following recommendations are made:
• Ensure contractors are parking in line with the Transport, Access and Parking Delivery Work Plan prepared for the Karang-a-hape Main works. Frequently notify all contractors that parking in loading zones and private car parking spaces are off limits.
• Continue to provide the affected community with detailed localised works notifications and information about potential impacts from proposed construction activities especially given the Karanga-a-Hape Station Precinct Integration Project is also taking place at the same time
• Undertake a review of the noise complaints with the noise and vibrations technical specialists who authorised the Noise and Vibration Delivery Work Plan and implement any practicable mitigation measures recommended.
• Link Alliance continues to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs.
• Continue to implement the range of mitigation measures, as outlined in the DWPs and Management Plans prepared for the construction works.
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
Sponsored events, public realm works and activation programs to attract visitors to the area e.g. Matariki Street Party, Pocket Park and First Thursdays
Business support through promotion of local businesses and use of local procurement and small business support programme etc.
• The majority of complaints received were in relation to disruptive impacts from noise and vibration and access and parking.
• Complaints were one less than last year at a total of 24 complaints.
• KBA considers that Link Alliance has set a high standard for development response. This is evident in the way that Auckland Transport and others have adopted the Link Alliance programmes and methodologies for managing other projects in the area, for example adopting the small business support programme.
There has also been progress on recommendations from the 2022/2023 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 2023/24 report include:
• Ensure contractors are parking in line with the Transport Access and Parking Delivery Work Plan prepared for the Karang-a-hape Main works. Frequently notify all contractors that parking in loading zones and private car parking spaces is off limits.
• Continue to provide the affected community with detailed localised works notifications and information about potential impacts from proposed construction activities especially given the Karanga-a-Hape Station precinct integration Project also happening at the same time.
• Undertake a review of the noise complaints with the noise and vibrations technical specialists who authorised the Noise and Vibration Delivery Work Plan, and implement any practicable mitigation measures recommended.
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.
The previous SIBD Annual Report made several recommendations for Link Alliance to consider, and these are summarised below in Table A-1.
• The Link Alliance continue to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the Communication and Consultation Plans (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.
Link Alliance continues 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.
2023-2024 SIBD Annual Report - Karanga-a-Hape Station
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 ISC credits related to effective communication (Sta-3) and addressing community concerns (Sta-4).
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 information about the Project and could provide feedback should they experience disruption. It is important recognise that engagement will be ongoing.
One to one meetings Courtesy visits, complaint discussions/updates and project progress meetings are undertaken with businesses where requested, to provide an update to works or to address concerns or complaints.
Works notification and works updates 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.
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.
Local drop-in sessions Information sessions and site tours are advertised via the monthly Karanga-a-Hape Station newsletter distributed to over 1000 members and are open to the public.
Examples of work notifications:
Examples of local site tours:
Information sessions and site tours are held within the Project area on a regular basis.
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-aHape Station construction site was undertaken in December 2021. Following the wayfinding audit several changes were implemented by Link Alliance and continue to be followed now in 2024
Project information sheets and posters are available on the Link Alliance website.
Examples of improved wayfinding from the independent audit.
Examples of a project information sheet:
Annual Report
Karanga-a-Hape Station
39 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
SIBD Annual Report – Karanga-a-Hape Station
Digital communications including website updates and social media updates
Advertising and campaigns for major traffic shifts.
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.
Examples of digital communication:
This site is constrained to Beresford Square and Mercury Lane. There have not been any major traffic shifts.
40 | 2023-2024 SIBD Annual Report - Karanga-a-Hape Station
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 2023/24 the Community Liaison Group discussed a range of topics including upcoming works and mitigation measures including support for businesses
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.
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. Complaints have been analysed and categorised in order to understand the most common complaints, where they were received and who made the 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.
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.