Karanga-a-Hape CRL station SIBD

Station

Approval Status

1. Introduction

The City Rail Link (CRL) project (the Project) comprises the construction, operation and maintenance of a 3.4km twin tunnel underground passenger railway up to 42m below Auckland’s city centre. It will transform the downtown Waitematā Station1 (Britomart) into a two way through station that better connects Auckland’s rail network, allowing it to double in capacity. Two new stations will be constructed at Te Wai Horotiu (Aotea) and Karanga a Hape (Karanga a Hape) and Maungawhau Station (Mt Eden) will be redeveloped.

Each stage of the construction works for the Karanga a Hape Station (referred to collectively as the ‘Karanga a Hape Construction Works’) are authorised and provided for by CRL Designations 2500 4 and 2500 2 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 Karanga a Hape 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 2021/2022 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 Works2 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.

1 Official use of gifted station names, including Maungawhau Station, is subject to New Zealand Geographic Board decision

2 Works required to construct the Karanga a Hape Station. Includes construction works authorised by the Demolition Works (authorised by OPW60339200), Early Works (authorised by OPW60347591) and Main Works (OPW60352495) Outline Plan documentation (refer Table 1).

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.

Section 7: Feedback Received: provides an overview of the feedback received during the 2021/2022 construction period.

Section 8: Recommendations

Section 9: Conclusion.

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 2024. The Karanga a Hape Construction Works have been staged as follows:

Table 1: Staging of the Karanga a Hape Construction Works

Construction Works Description Date Approved Status

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

21 June 2019

Completed.

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 continue through to 2024.

The following outlines key construction activities occurring during the various stages of the Karanga a 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 2024. 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.

3 Demolition works authorised by OPW60339200, Early works authorised by OPW60347591 and Main Works authorised by OPW60352495

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 2024. 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.

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 January 2021 to 31st March 2022.

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.

Table 3:

SIBD Mitigation Measures

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

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.

Dust and Odour Disruption

Visual Amenity and Landscape

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 of SIBDDWP

Section 8.4 Karanga a Hape Main Works SIBDDWP

Section 8.5 Karanga a Hape Main Works SIBDDWP

Section 8.6 Karanga a Hape Main Works SIBDDWP

Section 8.7 Karanga a Hape Works SIBDDWP

Section 8.8 Karanga a Hape Main Works SIBDDWP

Section 8.9 Karanga a Hape Main Works SIBDDWP

Section 8.10 Karanga a Hape Main Works SIBDDWP

Section 8.11 Karanga a Hape Main Works SIBDDWP

Section 8.12 Karanga 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 8.13 Karanga a Hape Main Works SIBDDWP

Section 8.14 Karanga a Hape

Vulnerable Groups

Community Safety

Health and Wellbeing

Business Disruption mitigation

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.

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 8.15 Karanga a Hape Main Works SIBDDWP

Section 8.16 Karanga a Hape Main Works SIBDDWP

Section 8.17 Karanga a Hape Main Works SIBDDWP

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. Information and statistics relating to SIBD impacts due to COVID 19 restrictions, are outlined in Section 4.1.2 of this Annual Report.

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.

6 https://www.stats.govt.nz/information releases/statistical area 1 dataset for 2018 census updated march 2020

Figure 4 1 Statistical Area 1 Boundaries within the Karanga a Hape Construction Area

SA1 boundary Population Median Age Household number Ethnicity

(number of people / percentage)

Years at usual residence (number of people / percentage)

Area inclusive of 2013 2018 2013 2018 2013 2018 2013 2018 2013 2018

7005349

–

Beresford Square / Day Street / Samoa House Lane

7005350

156 153 33.2 39.0 84 84

Beresford Square to Motorway 231 171 28.7 27.7 120 57

7005351

Beresford Square to Canada Street 210 219 31.3 32.3 93 105

7005352 – Karanga a-Hape Road to Cross Street 180 180 29.7 33.8 54 66

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%) 5 9 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 – Karanga a Hape Road to Canada Street 153 243 30.0 31.3 66 132

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 Mayoral Drive to Karanga a Hape Street

Beresford

138 209 36.1 33.8 63 102

Total (138/100%) European (78/57%) Asian (30/22%) Maori (6/4.0%)

Total (201/100%)

European (90/45%) Asian (84/42%) Other (27/13%)

Total (135/100%)

Total (138/100%)

Total (201/100%) 0 5 years (138/69%) 5 9 years (9/4%) 10 years + (24/12%) 7005327

European (48/53%) Asian (36/40%) Other (6/7%)

Asian (75/56%) European (54/40%) Maori (3/2.0%)

Total (90/100%)

0 5 years (63/70%)

5 9 years (18/20%) 10 years + (0/0%)

Total (135/100%)

Total Total 1158 Total 1310 Median 30 Median 32.3 Total 519 Total 597

n/a

SIBD Annual Report Karanga a Hape Station

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.

COVID 19 Lockdowns

The global COVID 19 pandemic resulted in lockdown restrictions with significant economic consequences. These were due to restrictions of movement, exchanging of goods and spending, as well as changes in behavioural patterns (such as working from home or shopping locally) and the restriction imposed on tourism.

Restrictions and lockdowns until April 2022 resulted in an extended drop in visitor numbers and spending for the Auckland Region. The dates of key restrictions are summarised in Table 5

Table 5: Summary of lockdowns for Auckland Region during 2021 to 2022

Date Description Restrictions

14 February 2021 17 February 2021 Alert Level 3 • Travel restricted • Only those who cannot work from home can return to businesses • Gatherings restricted to 10 people 28 February 2021 7 March 2021 17 August 2021 21 September 2021 Alert Level 4 • No travel • All public and education facilities close • Businesses must close except for necessities (e.g. supermarkets, pharmacies, petrol stations) • No gatherings 22 September 2021 2 December 2021 Alert Level 3 • Travel restricted •

Only those who cannot work from home can return to businesses • Gatherings restricted to 10 people 2 December 2021 13 December 2021

Red light setting • Domestic travel permitted • Public facilities, education and businesses open with capacity limits based on 1m distancing • Working from home if practical 14 December 2021 23 January 2022 Orange light setting • Domestic travel permitted • Public facilities, education and businesses open with capacity limits based on 1m distancing

Workplaces open 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

The impact of the lockdown restrictions has had significant negative impacts on consumer spending within the Karanga a Hape Road area, causing financial stress on local businesses.

4.1.2.1 Construction Impacts

During the Level 4 lockdown Link Alliance was required to cease on site operations and the majority of the workers shifted to remote working where possible. The exception to this was the Tunnel Boring Machine (TBM) which is not designed to be stationary for extended periods and received special exemption to continue operating 24/7.

The site was able to restart once Auckland moved to Alert Level 3 and construction sites remained open during the red traffic light setting. However, there are broader, ongoing impacts as a result of the pandemic including resourcing and labour shortages and supply chain constraints.

4.1.2.1 Working and studying remotely

During Level 3 and Level 4 lockdowns many people were required to work and study from home. Even once public facilities, education and businesses were open under the traffic light settings, advice was still for people to work and study from home where possible. Restrictions on movement meant people were also unable to travel for recreation or other purposes.

As a result, many people who previously may have been at their normal place of employment or study during the day were at home. Key locations of residential properties in the vicinity of the Karanga a Hape Station works include Beresford Square, Day Street, and Pitt Street

4.1.2.1

Visitor numbers

During 2021 New Zealand’s borders remained closed to international tourists. Only returning citizens and permanent residents and some visa class holders could enter through the Managed Isolation and Quarantine (MIQ) system. MIQ spots were limited and both tourism and immigration were heavily impacted.

Unsurprisingly, data from Heart of the City (HOTC) Pedestrian counts7 for 2021/22 showed a decrease in foot traffic at Karanga a Hape Road during those periods of restrictions in 2021 (see Figure 4 2). This is in the context of a general reduction in visitors, namely due to the lack of tourists visiting the city centre.

The KBA Annual Report8 notes spending within the Karanga a Hape area increased by 25.9% between February April 2021 and May July 2021 Karanga a Hape . The report identifies in the second quarter of 2021 the precinct was positively impacted by the completion of Auckland Transport’s Karanga a Hape Road Enhancement Project. The report notes “the change has included a recent uptake in the number of reputable, independently owned, businesses moving into the area”9

7

https://www.hotcity.co.nz/city centre/results and statistics/pedestrian counts 88 https://irp.cdn website.com/9e1c299b/files/uploaded/K%20Rd_Marketview_Annual%20Report%202021_V2.pdf 9 https://irp.cdn website.com/9e1c299b/files/uploaded/K%20Rd_Marketview_Annual%20Report%202021_V2.pdf

300000

250000

200000

150000

100000

50000

0

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 150 K Road 183 K Road

Figure 4 2: Pedestrian counts for those locations at Karanga a Hape Road January 2021 to March 2022

Site walkover

A site walkover was undertaken on 30 March 2022. 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

Karangahape Road Business Association

The Karangahape Road Business Association (KBA) represents over 600 businesses within the Karangahape area. The KBA has released a manager report for the year ending June 202110, which summarises what the KBA has worked on and achieved 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. The KBA manager’s report directly acknowledges the CRL Project as being one of the challenges for Karangahape Road and that the KBA continues to work closely with Link Alliance to support businesses.

Business turnover

During the reporting period between 1 January 2021 and 31 March 2022 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 5 new small businesses have opened across the site during the period. 10 https://irp.cdn website.com/9e1c299b/files/uploaded/Managers%20report_Michael%20Richardson_24%20September%202021_Sm2.pdf

5. Development Response

Development response is the planning and implementation of tools to mitigate the impacts of large scale 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

Weekly Site Audit

The Karanga a Hape Communications & Engagement (C&E) team undertakes audits of the Karanga a 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.

Accessibility assessment

An accessibility assessment was carried out in December 2021 to identify accessibility issues for pedestrians surrounding the Karanga a Hape Station. The accessibility assessment report noted that in some areas the footpaths were uneven and ramps had trip hazards. The report recommended measures to make pedestrian routes around the site safer.

The audit also noted that clearer wayfinding signage and maps would assist pedestrians navigating the site. Isolated cones and using cones to delineate pedestrian routes in some areas was confusing and also added clutter to the footpath. Changes were recommended to remove cones from the area or move cones to the edge or the footpath where possible.

Following the accessibility assessment several changes were implemented by Link Alliance, including using yellow paint to highlight trip hazards and using hot mix to address uneven surfaces and installing new asphalt ramps.

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 Works11. Some examples include:

Amenity, urban safety and inclusive spaces

11 The mitigation measures outlined in the range of technical reports required to address designation conditions, will continue to be implemented to manage construction impacts.

• New lighting on the awnings was installed around Beresford Square

• Street cleaning (in addition to Auckland Council’s street cleaning) within Beresford Square to ensure that the area is clean and tidy.

• Additional security provided in partnership with KBA

• 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.

• 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 grants to help their businesses in a number of areas alongside independent business advice from a business connector.

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

• Local artwork, including a new Hazer installation around Beresford Square

• Pocket Park activation new public toilets installed, local musicians played, St Patrick’s day event, and received a Kūmara Award

• Giveaways including cakes from local supplier on Valentine’s Day and St Patrick’s Day

Other initiatives

• Sponsored Christmas gift wrap with uniquely Karanga a Hape imagery produced by locals in support of on street shopping

• Joined with the Methodist Church to wish the community a Merry Christmas with a Link Alliance team member playing Christmas carols on their organ

Karanga

Figure 5 1: Example of activation at Pitt Street Pocket Park which won a Kūmara Award

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 effect 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 2021/22 for Karanga a Hape Station include:

• 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

Figure 5 2: Wheely bin lockers for the homeless in the area sponsored by Link Alliance

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 January 2021 until 31 March 2022 there were a total of 75 complaints. Of the 75 complaints 70 were identified as being adequately resolved or not and 5 did not include a response on the outcome. Of the 70 where a final outcome was reported 80% of these were reported as being adequately resolved.

The average time taken to resolve a complaint was approximately 1.2 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 January 2021 until 31 March 2022 there were a total of 75 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.

• 53 complaints were received in relation to noise and vibration impacts from the Project

• 9 complaints were received in relation to impacts to amenity, including lighting and air quality from the Project

• 7 complaints were received in relation to business disruption impacts from the Project

• 6 complaints were received in relation to impacts to access and parking from the Project

• 4 complaints expressed concerns over safety impacts from the Project

• 1 complaint was received in relation to visibility and wayfinding impacts from the Project

In 2021/22 no complaints were received in relation to impacts to servicing and deliveries and communication

A comparison has been made between complaints received 2021/22 and 20219/20 to identify changes in those impacts reported over time. As these reports cover different timeframes a these have been reported as a percentage of complaints recorded. The comparison shows that noise and vibration, access and parking and business disruption continue to be the most reported complaints. There were fewer complaints recorded regarding safety, amenity and air quality although these are still recognised as important issues.

2019/20 2021/22

Complaint by Location

The complaint register recorded the address of the complainant. The following graph indicates the location of each complaint according to street. This indicates complaints were predominantly made from businesses and residents located along Beresford Square (22), Karanga a Hape Road (23), East Street (9), Pitt Street (8), Cross Street (6) and Upper Queen Street (3). Complaints were also received from Day Street, Mercury Lane, Samoa House Lane, Victoria Street.

Karanga

Figure 6 1: Karanga a Hape Construction Works Complaint by Impact

Figure 6 2: Karanga a Hape Construction Works Complaint by Location

Method of complaint

The majority of complaints were received from residents (73.3 % of complaints in 2021/22 compared to 43.1% of complaints in 2019/20). This is likely due to the impacts of COVID 19 lockdowns and people working and studying at home who may have normally been at an office or educational facility. There were fewer complaints from businesses (21.3 % of complaints in 2021/22 compared to 55.3% of complaints in 2019/20). Potentially due to the impact of COVID 19 and business shut down periods which had a larger impact than construction works.

Table 6: Type of stakeholder raising the complaint

Stakeholder 2019/20 2021/22

Resident 43.1% 73.3% Business 55.3% 21.3% Member of the public 0.0% 5.3% Other or did not specify 3.3% 0.0%

In 2021 complaints were provided by email (46.7%) and phone (50.7%), unsurprisingly there were fewer complaints provided through informal meetings and in person, this is likely reflective of the impacts of COVID 19 where face to face communication was restricted.

Table 7: Method of communication for raising the complaint

Method of receipt 2019/20 2021/22

Email 54.5% 46.7% Phone 31.7% 50.7% Informal meeting 0.0% 1.3% In person 7.3% 0.0% Other 6.5% 0.0%

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 51 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 amenity and business, 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 CNVDWP12 . Implemented further mitigation measures (mechanical ventilation, different cutting head) to lessen impact. The stakeholder was contacted and advised about the mitigation measures deployed Link Alliance met face to face with the impacted stakeholder to understand how impacts can be sufficiently (and practicably) mitigated.

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.

Sunday works avoided unless necessary e.g. emergency resource issue. If Sunday works happened, there would be no Saturday works to ensure stakeholders have one day of respite.

Following from the number of complaints from works that followed a 3am concrete pour, the Station Manager advised that in the future no concrete pours would occur that early.

12 A Construction Noise and Vibration Delivery Work Plan (CNVDWP) is required to be prepared for each stage of the Project works. Designation condition 31 and 33 outlines ‘Project Standards’ for construction noise and vibration that must be complied with. Site Specific plans are required where noise levels are anticipated to exceed Project Standards.

Amenity, including Air Quality and Light

The complaint register recorded 5 complaints regarding amenity, 4 complaints regarding air quality impacts and 3 in relation to lighting from the Construction works.

These were mostly in relation to litter, air quality impacts from vehicles and dust impacts from construction works, 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

Summary of mitigation methods used

Dust and dirt accumulating around businesses and homes

Deployed additional dust mitigation measures (dampening, covers) to reduce dust impacts13

Dust monitoring to confirm compliance with limits. Complaint investigated and cleaning arranged if required or cleaning due to occur post works completion. Dust, odour and fumes generated by vehicles and plant and erosion of spoil piles

Informed stakeholder of the improvements made to mitigate dust.

Affected stakeholder was contacted and informed about how Link Alliance responded to the complaint.

Lighting affecting residents or businesses e.g. shining directly into bedrooms

Business Disruption

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 7 complaints received in relation to business disruption impacts.

According to complaints received business disruption impacts arise for various reasons. These are mostly associated with the effects of parking and access, litter, air quality including dust and odour Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 10 below.

Table 10: Link Alliance to amenity and customer / business disruption complaints.

Nature of complaint

• Utilities work and parking removal disrupting business activities.

Summary of mitigation methods used

Contacted stakeholder and apologised for inconvenience caused.

Complaint investigated and issue addressed e.g. replacing cones, removing vehicles.

Organised for the crane crew to park in an alternative location. Offered parking tickets to mitigate impacts from lost parking. Affected stakeholder was contacted and informed about how Link Alliance responded to the complaint.

• Amenity issues e.g. dust, odour, litter

Planned works which will be particularly noisy or disruptive are discussed with stakeholder prior to scheduling.

Additional cleaning undertaken to tidy up litter etc. Affected stakeholder was contacted and informed about how Link Alliance responded to the complaint.

13 Due to Level 4 lockdown it was not possible for workers to attend the site to cover spoil piles. This was reviewed at Level 3 and mitigation undertaken.

Access and Parking

The complaint register recorded 6 complaints received in relation to business disruption impacts. These complaints were predominantly in relation to contractor vehicles occupying private parking, members of the public parking illegally due to lack of parking (i.e. on footpaths, blocking accessways), access issues to businesses and amenities and lack of disability parking. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 11 below.

Table 11: 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. Audited site to ensure compliance.

• Contractor vehicles parking on the footpath restricting access and manoeuvrability.

Escalated issue with site supervisor. Briefed contractors on where construction vehicles can and cannot be parked.

Raised with the traffic controllers who would move vehicles along if they see it happen again Communicated to stakeholder improvements made to site. Audited site to ensure compliance.

• Impacts on access to car park on Samoa House Lane

Contacted stakeholder and apologised for inconvenience caused.

Traffic managers provided assistance for those needing to access the carpark via ramp.

Hours of works were changed to 10 am 4pm to allow the majority of residents to enter and leave the carpark in the mornings and evenings.

Safety

The complaint register recorded 4 complaints which expressed concerns over safety due to the Karanga a Hape Construction Works.

Complaints were predominately in relation to traffic safety and access Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 12 below.

Table 12: Link Alliance response safety complaints.

Nature of complaint

• Safety of people crossing the road, vehicles parked on footpaths and cycleways

Summary of mitigation methods used

Issue raised with site manager and health and safety team.

Raised with the traffic controllers who would then move vehicles along if they see it happen again

Arrangements made to crossing to improve safety. Regular auditing to ensure safety measures working. Communicated actions with stakeholder.

• Access ways to businesses and parking blocked by construction Spoke to contractors and included item regarding public interactions in regular contractor briefings.

SIBD Annual Report Karanga a Hape Station

vehicles, workers were sitting on steps Met face to face with impacted stakeholder and informed them of Link Alliances actions and responses to the issue, and whether anything further could be done.

Visibility and wayfinding

The complaint register recorded 1 complaint which expressed concerns over visibility and wayfinding. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 12 below.

Table 13: Link Alliance response safety complaints.

Nature of complaint

• Unclear where to cross on the street and traffic controllers intimidating

Summary of mitigation methods used

Contacted stakeholder and apologised for inconvenience caused.

Discussion with traffic controllers and further investigation into what happened.

Reviewed the wayfinding signage in this area.

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 Karanga a Hape Business 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 Senior Development Response Advisor (Deirdre FitzGerald) on the 14th April 2022. 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 cumulative impact of COVID 19 as well as AT roadworks within the same area over the past year has been a significant challenge.

• Noise and vibration, and parking were the most common complaints.

• Majority of complaints came from Beresford Square in particular the works on Samoa House Lane were disruptive for businesses and residents who relied on this access.

• Before CRL construction, bars and cafes would use the footpath for seating, and Beresford Square was a thoroughfare and had high levels of activity, the closure of the square has impacted foot traffic for a number of businesses on the square.

• However, the Small Business Support Programme has been well received with 14 out of 15 eligible businesses taking up the program.

• Some businesses have closed, however this is generally balanced with new businesses that have moved into the area.

• Homelessness and anti social behaviour continue to be a complex issue in the community. Link Alliance supports the work of the Karangahape Road Business Association (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 1 June 2022. 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.

The KBA manager acknowledged the period of disruption over the past year which was not only due to the CRL project but also AT roadworks and wider impacts of COVID 19. The KBA manager noted that businesses were facing their own unique challenges during this time, some businesses were doing well from construction workers in the area e.g. certain food and beverage retailers, some businesses had successfully pivoted during COVID 19 and were seeing positive effects while others were still struggling with reduced foot traffic in the area.

One of the key issues for KBA continues to be safety with concerns raised during around anti social behaviour and homelessness following Auckland lockdown and with fewer visitors in the area. The monthly security meeting between KBA and Link Alliance form part of the response to this issue. Another important issue is the lack of public toilet facilities in the area. The public toilets at Beresford Square were decommissioned and removed in August 2020 by Auckland Council. Link Alliance worked with Auckland Council to provide temporary facilities adjacent to the pocket park at Beresford Square. New permanent facilities are due to be provided by Auckland Council over the next few months.

Information hubs and community event feedback

Karanga a Hape information sessions at the InfoHub in Beresford Square took place throughout the 2020/2021 construction period, however, planned information sessions were interrupted by the Government’s lockdown restrictions in response to COVID 19.

The InfoHub is open once a week (minimum) for two hours 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.

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 include:

• Graffiti, dirt/filth 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

• Pedestrian access at Pitt Street (near the Fire Station) to make this easier to cross.

• Questions relating to 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

During the COVID 19 lockdown restrictions, the CLG events were undertaken virtually through Microsoft Teams. This ensured stakeholders were kept up to date with details of Project Construction Works and were able to provide feedback.

CLG Feedback on the Annual Report

The results of the information gathering exercise were presented at the CLG on 30 June 2022 and the opportunity was provided for feedback, questions or concerns. During the meeting the CLG raised the following issues:

• Timing and process for providing the draft report

• Additional information about the number of complaints.

The draft report was made available for comment following the CLG meeting. No comments were received on the draft report. The report will be made available on the CRL website.

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.

• 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.

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, accessibility and wayfinding audits, 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:

• A site accessibility assessment was undertaken in December 2021 and the outcomes were used to improve accessibility of the site for example for those with mobility issues or visual impairment.

• 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

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 2019/2020 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 2021/22 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.

• Reviewing noise complaints with the noise and vibration technical specialists who authored the Noise and Vibration Delivery Work Plan, and implementing any practicable mitigation recommendations.

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.

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 Observation

• 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).

• The Link Alliance review the CLG to ensure that it is representative of the affected community and continue to use the CLG as a platform to obtain feedback on SIBD related issues relevant to CRL construction activities.

• Continue to implement the range of mitigation measures, as outlined in the DWPs and Management Plans prepared for the construction works.

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.

The CLG is an open forum and any person who is on the Karanga a Hape Station mailing list is invited to attend the meetings. Minutes and presentations are available online for all meetings. This enables the CLG to be accessible to all residents, businesses and the wider community.

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.

SIBD Annual Report Karanga a Hape Station

SIBD Annual Report Karanga a Hape Station

B: Site Walkover Photos

SIBD Annual Report Karanga a Hape Station

Figure 10 1: Artwork and placemaking around Beresford Square. Fairy lights have been installed to increase light in the area.

Figure 10 2: Example of business visibility and wayfinding signage around Mercury Lane.

Figure 10 3: Examples of local artwork and clear wayfinding signage on Cross Street. Artwork is Goldfish by Misery (Tanja McMillan).

Figure 10 4: Example of Local Artwork used on hoardings. Artwork by Margarita Vovna.

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 information about the Project and could provide feedback should they experience disruption. It is important recognise that engagement will be ongoing.

Engagement method Implementation Example

One to one meetings During COVID 19 face to 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.

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 a chemical smell around their business. The Community Manager spoke to the project engineer and undertook monitoring to identify the potential source of the odour. No odour was detected. An informal meeting was held with the stakeholder and the actions and outcomes discussed. The stakeholder was satisfied with the response.

Examples of work notifications:

• On 17 March 2022 a works update was provided which stated “ another breakthrough 26 metres below street level, but this time down into the northbound tunnel.”

• On 29 June 2021 Link Alliance provided a works update “our Link Alliance contractors re currently constructing level B2 at both the Mercury Lane and Beresford Square train station entrances…. construction finishes next month at B2 …”

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.

Information sessions and site tours are held within the Project area on a regular basis. However, during COVID 19 site tors and drop ins have been limited.

An information centre has also been established on Wellesley Street West which provides information and a contact point for the community.

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.

Examples of local drop in sessions:

On site signage for key traffic shifts

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.

Monthly newsletters include updates on station progress, events and activation occurring and promotion of local businesses. Example of the monthly newsletter:

Examples of improved wayfinding from the independent audit at Pitt Street.

Project update information sheets

Project information sheets and posters are available on the Link Alliance website. These sheets provide updates of large upcoming works and closures.

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 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 communications include:

• On 28 January Link Alliance posted a video to bring the public up to date with what is going on with the underground build of the station

Advertising and campaigns for major traffic shifts.

This site is constrained to Beresford Square and Mercury Lane. There have not been any major traffic shifts.

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, although the centre was closed for periods during COVID 19 in response to restrictions.

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. Community Liaison Group meetings are held on a quarterly basis. Virtual meetings have been held during COVID 19 restrictions. The purpose of these meetings was to provide meaningful information to affected parties. In 2021/22 the Community Liaison Group discussed a range of topics including upcoming works, urban design plans, 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 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 that light from the Mercury Lane site was shining into their apartment.

Response: The site supervisor was contacted and the light was adjusted. The stakeholder was satisfied with the response.

Complaint: Stakeholder complained about noise coming from the Mercury lane site after hours.

Response: The complaint came to security as it was after hours. The crane crew identified the noise enclosure shed door was open and responded. The door was immediately closed and a complaint sheet was sent to the tunnel team and project manager to ensure the issue did not occur again. The stakeholder was informed of the actions taken 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.