Maungawhau Mount Eden station SIDT 2020-2021

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 Station (Britomart) into a two-way through-station that better connects Auckland’s rail network, allowing it to double in capacity. Two new stations 1 will be constructed (Te Wai Horotiu Station (Aotea) and Karanga a Hape Station (Karangahape)) and Maungawhau Station (Mt Eden) will be redeveloped.

Each stage of the Construction Works for Maungawhau Station (Mt Eden) (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 2020/2021 Maungawhau SIBD Annual Report (Annual Report) provides an overview of the changes that have occurred to the SIBD environment since the commencement of the Maungawhau Construction Works and analyses matters raised by the community and how these have been responded to.

1.1 Structure of the Annual Report

This Annual Report, prepared for the Maungawhau Construction Works will outline the following:

Section 1: Introduction: Provides an overview of the Project and Maungawhau Construction Works.

Section 2: Maungawhau 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 and Business Profiles: Reviews information relating to the Community Profile and Demographic Profile.

Section 5: Overview of Link Alliance development response initiatives.

Section 6: 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 Maungawhau Station. Includes Construction Works authorised by the Stage 1-3 (authorised by OPW60345651), Stage 4 and 5 (authorised by OPW60348747) and Main Works (authorised by OPW6035461) Outline Plan documentation (refer Table 1).

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Section 7: 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 8: Feedback Received: provides an overview of the feedback received during the 2021/2022 construction period.

Section 9: Recommendations.

Section 10: Conclusion

2. Maungawhau Station

Once completed, the Maungawhau Station will include a redeveloped station at Maungawhau which ties into the North Auckland (NAL) Line to provide a continuous rail service.

Given the nature and scale of the Maungawhau Station construction, works will be undertaken in a staged manner. 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 Maungawhau Construction Works have been staged as follows:

Table 1: Staging of the Maungawhau Construction Works

Construction Works Description

Enabling Works (authorised by OPW60350039 )

Involve the utility relocation works, the construction of two bridges for Mt Eden Road and Ruru Street, local mined tunnelling and bulk excavations facilitate the tunnel boring machine (TBM) launch ramp and portal and the establishment of a Construction Support Area (CSA).

Date Approved Status

23 December 2019 Large parts complete –Works undertaken between February 2020 and August 2021.

Normanby Road Early Works (authorised by OPW60351423 )

Building demolition at 11 Water Street, establishment of a CSA, utility diversions and connections, retaining wall construction, construction of temporary pedestrian bridge and tree removals.

Main Works (authorised by OPW60359489 )

Several active work zones. Involves ground improvement works, excavations and retaining walls for the rail trenches and new tracks, rock-breaking, blasting and sheet piling works, construction of the eastern and western crossover structures to tie-in to the North Auckland Line (NAL), construction of the Porters Avenue and Fenton Street pedestrian and cyclist bridges, construction of the Normanby Road grade separation bridge and road regarding works, redevelopment of the existing NAL platform, construction of the CRL platform and the foundations for the Maungawhau Station and ventilation buildings, operation and maintenance of the TBM.

21 February 2020 Large parts complete –Works undertaken between February 2020 and June 2022.

4 August 2020 Ongoing –work commenced mid-2020 and will continue through to 2024.

2.1 Summary of Key Construction Works

The following outlines key construction activities occurring during the various stages of the Maungawhau Construction Works. A detailed account of the Maungawhau Construction Works is provided in the Construction Environmental Management Plan.

It is noted that the Maungawhau Construction Works (described in Table 1), occupies an expansive area with several active work zones operating simultaneously. The Maungawhau Main Works construction zone is approximately 10.5 ha in area. These works will be undertaken near and within the existing Maungawhau Station area and along the NAL, in an existing urban environment generally bounded by the NAL (south), State Highway 1 (east), Dominion Road (west), and Nikau Street (north). The Main Works also include construction activity along a number of streets within the 10.5 ha construction zone3. Some of the works listed below have already been undertaken. Some will be undertaken later in the Project.

Enabling works

These works are predominantly located within CSA 4 (Shown in Appendix B of the Construction Environmental Management Plan (CEMP)). There will also be temporary and permanent utility diversions within the road reserve along Fenton Street, Porters Avenue, Haultain Street and Wynyard Road. The main activities resulting in social and business disruption include: 

Continuation of the demolition and clearance of the Maungawhau CSA.

Piling and excavation associated with the preparation of the portal.

Bulk excavation to form the rail trenches/cut and cover tunnels, and mined tunnelling to facilitate the TBM launch. 

Basalt blasting, rock breaking and sheet piling works. 

Construction of the Maungawhau Road bridge and Ruru Street bridge. 

A number of utility diversion works.

Normanby Early Works

These works are undertaken in the vicinity of Normanby Road within the road reserves of Normanby Road, Boston Road and Water Street. 

Demolition of the building at 11 Water Street.  Establishment of the CSA. 

Excavation of utility trench. 

Construction of piling platforms and piling for the temporary bridge.  Utility diversions. 

Concrete cutting, hydro excavation, and use of mechanical excavators and compactors.

Main Works

The Maungawhau Main Works are located generally between State Highway 1 (east) and Dominion Road (west) and include multiple active construction zones across an approximately 10.5 ha area. This is an expansive area and involves multiple construction activities occurring simultaneously up to the completion of the Project in 2024. These activities are detailed and best described in the Maungawhau Main Works CEMP (CRL-MTE-RME-LKA-PLN-800032). 3 This includes Nikau Street, Ruru Street, Porters Avenue, Fenton Street, Haultain Street, Ngahura Street, Flower Street, Shaddock Street, Mt Eden Road, Normanby Road, Boston Road and Nugent Street Page 8 | 2021-2022 SIBD Annual Report – Maungawhau Station

The Maungawhau Main Works will result in a range of social and business disruption impacts on the affected community and public, as identified in the Maungawhau SIBD DWP (CRL – MTE -RME- LKAPLN- 800034).

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 , has been undertaken for the SIBDDWPs prepared for each stage of the Maungawhau Construction Works. This report covers the period 1 st January 2021 to 31st March 2022.

3.1 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 Maungawhau 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) 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.

Recommendations for improvement based on feedback received.

Section of Report

Section 4.

Section 4.

Section 4.

Section 5.

Section 6.

Section 6.

Section 7.

Section

Section 9.

3.2

The Mitigation and Implementation Plan

A range of SIBD mitigation measures were included in Section 8 of the Maungawhau Main Works SIBDDWP. These seek to mitigate SIBD impacts from the Maungawhau Construction Works and respond to the requirements of the CRL designation conditions (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

Construction Team Briefings

Frequent email updates, check ins, progress meetings, advanced notice of construction activities using a range of engagement tools and materials.

Brief all construction staff prior to their arrival on site. Outline staff protocol, how to interact with the distressed members of the public and vulnerable groups, how to be ‘good construction neighbours’.

Collaboration Work with a range of organisations to understand planned events, impacts of concern, and measures to be implemented to reduce construction impacts.

Noise and Vibration Disruption

Transport, Access and Parking Disruption

Utility Disruption

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. Mitigation measures in relation to works at rail crossings are also analysed.

Engagement with businesses and residents in the affected community prior to disrupting utilities being 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 vegetation and community areas. Implementing activation opportunities along the corridor to enhance amenity where this value has been lost.

Relevant Section of SIBDDWP

Section 8.4 –Maungawhau Main Works SIBDDWP

Section 8.5 –Maungawhau Main Works SIBDDWP

Section 8.6 –Maungawhau Main Works SIBDDWP

Section 8.7 –Maungawhau Main Works SIBDDWP

Section 8.8 –Maungawhau Main Works SIBDDWP

Section 8.9 –Maungawhau Main Works SIBDDWP

Section 8.10 –Maungawhau Main Works SIBDDWP

Section 8.11 –Maungawhau Main Works SIBDDWP

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. Measures include security services, enhanced lighting, working with various organisations to implement targeted measures.

Vulnerable Groups Assist any homeless people displaced by construction works through contractor briefings on how to handle issues/situations4 .

Section 8.12 –Maungawhau Main Works SIBDDWP

Section 8.13 –Maungawhau Main Works

Health and Wellbeing

Development Response Plan (DRP)

Business Disruption mitigation

Provision of information to support mental health which may have been impacted from construction activities. Multiple channels used (pamphlets, information on CRL website, project information centres, proactive communication, regular meetings).

A 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.

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.

Contamination Contamination works, including asbestos removal from buildings (as required), will be undertaken in accordance with the Contamination DWP for the Maungawhau Main Works. The Maungawhau Communications and Engagement team will provide information and updates to the affected community in relation to any works involving contaminated materials.

SIBDDWP

Section 8.14 –Maungawhau Main Works SIBDDWP

Section 8.15 –Maungawhau Main Works SIBDDWP

Section 8.16 –Maungawhau Main Works SIBDDWP

Section 8.17 –Maungawhau Main Works SIBDDWP

4 The C&E team have not identified any issues with homeslessness in the area. Contractors will continue to be briefed as necessary.

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6

4. Community and Business Profiles

Information contained within the Maungawhau Main Works SIBDDWP relating to 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 confirm that the community profile remains relevant and notes changes to the profile as a result of the COVID-19 pandemic restrictions. The range of feedback received has also been analysed, including CLG, information hub, survey and development response feedback, outlined in Section

4.1 Community Profile

The 2018 census is the most up to date census data available. The demographic profile outlined in Section 4.3 of the Maungawhau Main Works SIBDDWP utilises statistics obtained from the 2018 census on population, age and ethnicity using the Statistical Area 2 (SA2) data sets. Since the writing of the Maungawhau Main Works SIBDDWP, datasets for Statistical Area 1s (SA1s) have become available; SA1s provide more detailed information about population characteristics than is available at the SA2 level.

Figure 1 below outlines the SA1 datasets relevant to the area occupied by the Maungawhau Construction Works. 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 Maungawhau Construction Works area). Comparisons are outlined in order to indicate changes between the 2013 and 2018 census years. It is noted that the Maungawhau Construction Works commenced after the census data was accumulated, therefore, may not accurately represent the current demographic profile of the area.

Key facts derived from the 2013 and 2018 census5 data, as outlined in Table 4, is as follows: 

The population increased by 285 people between 2013 and 2018, with a total population of 2328 persons. 

The median age of people living in and within the vicinity of the Project area increased by 1.8 years, from 29.4 years old to 31.2 years old. 

The number of occupied households decreased by 3, to a total of 705 occupied households. 

Europeans are the most common ethnicity within the Project area, followed by Asian ethnicities6 . 

The vast majority of residents living within the Project area have lived there for less than 5 years.

It is acknowledged the community and demographic profile within the Project area experienced 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 of this Annual Report.

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

The following ethnicities, as outlined in the 2018 census statistics, are recorded in Table 4 for the purposes of this annual report; European, Asian, Maori and Other (Pacific peoples, Middle Eastern / Latin American / African, and Other Ethnicity).

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Figure 1: Statistical Area 1 Boundaries within the Mt Eden Construction Area

Table 4: Statistical Area 1 statistics from 2013 and 2018 Census Data

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

7005152 – bordered by Ian McKinnon Drive, western railway line and Horopito St 111 147 32.7 32.0 45 57

7005372 – Large block bound by Boston Rd 102 201 28.0 31.2 33 78

Total (105/100%) European (75/71%) Asian (18)/17%) Other7 (12/11%)

Total (99/100%) European (66/67%) Asian (18/18%) Other (15/15%)

Total (156/100%) European (108/69%) Asian (27/17%) Other (21/13%)

Total (213/100%) European (138/65%) Asian (57/27%) Maori (18/8%)

Total (102/100%)

0-5 years (66/64%) 5-9 years (9/9%) 10 years + (27/26%)

Total (96/100%)

0-5 years (81/84%) 5-9 years (9/9%) 10 years + (6/6%)

Total (111/100%)

0-5 years (69/62%) 5-9 years (12/11%) 10 years + (30/27%)

Total (162/100%)

0-5 years (141/87%) 5-9 years (18/11%) 10 years + (3/2%)

7005376 – Small block bound by Shaddock and Flower St 204 186 26.1 28.8 75 75

7005378 – Large block following the western railway line in the south 153 210 29.7 29.2 75 75

7005379 – small block bound by Ngahura St, New North Rd and the western railway line. 156 159 26.8 28.7 45 51

7005380 - Large block following the western railway line in the north 123 162 29.0 32.5 51 81

Total (189/100%) European (90/48%) Asian (37/20%) Other (30/16%)

Total (156/100%) European (87/56%) Asian (45/29%) Other (24/15%)

Total (144/100%) Asian (87/60%) European (36/25%) Other (21/15%)

Total (117/100%) European (84/72%) Asian (21/18%) Other (12/10%)

Total (189/100%) Asian (93/49%) European (81/43%) Other (15/8%)

Total (216/100%) European (114/53%) Asian (81/38%) Other (21/10%)

Total (165/100%) Asian (102/62%) European (51/31%) Other (12/7%)

Total (171/100%) European (102/60%) Asian (54/32%) Other (15/9%)

Total (174/100%)

0-5 years (165/95%) 5-9 years (9/5%) 10 years + (0/0%)

Total (132/100%)

0-5 years (114/86%) 5-9 years (9/7%) 10 years + (9/7%)

Total (141/100%)

0-5 years (123/87%) 5-9 years (15/11%) 10 years + (3/2%)

Total (105/100%)

0-5 years (84/80%) 5-9 years (9/9%) 10 years + (12/11%)

Total (144/100%) 0-5 years (135/94%) 5-9 years (9/6%) 10 years + (0/0%)

Total (159/100%) 0-5 years (129/81%) 5-9 years (21/13%) 10 years + (9/6%)

Total (117/100%) 0-5 years (105/90%) 5-9 years (9/8%) 10 years + (3/3%)

Total (141/100%)

0-5 years (123/87%) 5-9 years (12/9%) 10 years + (6/4%)

7 It is noted ‘Other’ ethnicity includes all ethnicities aside from European, Asian and Maori. Page 15 | 2021-2022 SIBD Annual Report – Maungawhau Station

SIBD Annual Report – Maungawhau Station

7005381 - Large block following the western railway line in the north 207 531 30.4 32.6 No data No data

7005382 – Block bound by Boston Rd in north and Enfield St in the south 147 87 30.4 31.2 66 36

7005383 – Small block bound by Enfield St, Mary St, Edwin St and Harold St 216 174 29.3 31.0 81 69

7005384 – Small block bound by Mary St and Edwin St 279 84 27.8 31.9 96 27

7005385 – Large block 189 231 29.7 31.6 78 96

Total (210/100%)

Maori (90/43%) European (75/36%) Pacific peoples (45/21%)

Total (129/100%) European (63/49%) Asian (54/42%) Other (12/9%)

Total (213/100%)

European (114/54%) Asian (84/39%) Other (15/7%)

Total (264/100%) Asian (189/72%) European (69/26%) Maori (6/2%)

Total (180/100%) European (132/73%) Asian (36/20%) Maori (12/7%)

Total (591/100%) Maori (255/43%) European (177/30%) Pacific peoples (159/27%)

Total (90/100%) European (39/43%) Asian (33/37%) Other (18/20%)

Total (180/100%)

European (99/55%) Asian (54/30%) Other (27/15%)

Total (87/100%) European (42/48%) Asian (36/41%) Maori (9/10%)

Total (237/100%) European (159/67%) Asian (57/24%) Other (21/9%)

Total (159/100%)

0-5 years (96/60%) 5-9 years (27/17%) 10 years + (36/23%)

Total (126/100%)

0-5 years (99/79%) 5-9 years (18/14%) 10 years + (9/7%)

Total (198/100%)

0-5 years (135/68%) 5-9 years (42/21%) 10 years + (21/11%)

Total (261/100%)

0-5 years (183/70%) 5-9 years (63/24%) 10 years + (15/6%)

Total (174/100%)

0-5 years (120/69%) 5-9 years (48/28%) 10 years + (6/3%)

Total (54/100%)

0-5 years (39/72%) 5-9 years (3/6%) 10 years + (12/22%)

Total (72/100%)

0-5 years (63/88%) 5-9 years (6/8%) 10 years + (0/0%)

Total (162/100%)

0-5 years (138/85%) 5-9 years (6/4%) 10 years + (18/11%)

Total (57/100%)

0-5 years (39/68%) 5-9 years (6/11%) 10 years + (12/21%)

Total (183/100%)

0-5 years (159/87%) 5-9 years (9/5%) 10 years + (15/8%)

7005386 – Bound by Akiraho St, Maungawhau St, Sylvan Ave East and Wynyard Rd

156 156 29.4 30.6 63 60

Total (147/100%) European (108/73%) Asian (30/20%) Other (9/6%)

Total (162/100%) European (117/72%) Asian (27/17%) Maori (18/11%)

Total (141/100%)

Total (135/100%) 0-5 years (78/58%) 5-9 years (18/13%) 10 years + (39/29%) Total Total 2043

Total 2328 Median 29.4 Median 31.2 Total 708 Total 705 n/a n/a

4.1.1 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

14 February 2021 –17 February 2021

Description Restrictions

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 21 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 –30 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 30 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 23 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

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. 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.

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.

This also meant that for residents near Maungawhau Station 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 site include Akiraho Street, Fenton Street, Porters Avenue, Wynyard Road, Enfield Road, Normanby Road, Ngahura Street, Flower Street, Shaddock Street and Ruru Street.

4.1.2 Site walkover

A site walkover was undertaken on 6 April 2022. This involved walking the perimeter of the site to observe ground floor premises adjacent to the Maungawhau Construction Zones, wayfinding and signage and evidence of development response measures.

Photographs from the site visit are included in Appendix B.

The site walkover identified that recommendations detailed in the accessibility review (see Section 5.) had been largely implemented. This included a displaying a clear alternate route map available for the accessible route, upgrades to handrails, and changes to ramps and surfacing to make these easier to navigate.

5. Development Response

Development response is the planning and implementation of tools to mitigate the impacts of largescale development, and cumulative impacts of construction activity on people. Put simply, it’s about supporting the community whilst also making it easier for teams to deliver projects.

5.1 Site Audits

5.1.1 Weekly Site Audit

The Maungawhau Communications & Engagement team undertakes at least weekly audits of the Maungawhau Construction area. These audits involve a site walkover by a team representative to assess the quality of the environment adjacent to construction and ensure it is kept to a high standard. Issues raised by the affected community can be investigated and subsequently responded to.

Issues identified and addressed by site audits include: 

Ensuring any wayfinding or business promoting signage taken down for construction purposes is put back in the correct position. 

Removing and replacing scrim on hoardings that is no longer relevant in the locality.  Cleaning Perspex windows on hoardings and any walls or surfaces that have been dirtied by dust and grafitti. 

Taking down of unused equipment, including poorly placed & unused signage & cones. Sweeping of pedestrian areas, removal of rubbish/debris, and removal/covering of trip hazards including sealing of potholes. Informing contractors about when contractor vehicles are parked incorrectly (i.e. occupying public carpark spaces).

5.1.2 Accessibility Review

An accessibility review was carried out in December 2021 to identify accessibility issues for pedestrians surrounding the Maungawhau Station. The accessibility audit 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 including to demarcate the footpath, fill in areas of footpath, remove foliage over the footpath and install lighting in areas where there are no streetlights.

The audit also noted that street furniture should be provided along accessible detour routes as some people may not be able to complete the detour without a break. The report noted that detour and pedestrian walkway signs, maps and arrows were present around the site and a signposted accessible alternative pedestrian route has been provided. However, signs should be adjusted to make sure they do not obstruct the footpath and are easily visible.

Following the accessibility audit several changes were implemented by Link Alliance, including using yellow paint to highlight trip hazards, using hot mix to address uneven surfaces and removing unnecessary cones and sandbags around fencing to minimise trip hazards.

5.2 Proactive Development Response Measures

The Link Alliance has implemented a range of development response measures to mitigate impacts on the affected community. This has been informed by communication and engagement with stakeholders and the affected community over the course of the Maungawhau Construction Works 8 Some examples include: 

‘Aroha in Uptown’, a programme of events held by businesses and creative spaces around the Maungawhau/Mount Eden Station. The event included a tour of the artwork on and around the Maungawhau City Rail Link site and a visit to the Art Studio Collective. 

In addition to early notification, providing updates via social media, flyers and meetings with specific apartment buildings, fridge magnets have been provided to stakeholders with a QR code which links to the construction timetable so stakeholders can keep up to date. 

Installing additional signage along residential streets used as detour paths to assist stakeholders in finding their way. 

Te Manawa visitor information centre is open to the public every Monday from 11 am - 1 pm and Thursdays from 4 - 6:30 pm, and once a month on Saturday from 11:30 am - 1 pm. The station team hosted information sessions and tours once per month outside of periods of heightened COVID-19 restrictions. 

The team held two public information sessions on a Thursday evening and Saturday morning for Basque Park works and a survey for residents to provide input into additional mitigation in the park which included picnic tables, hoarding artwork designed by a NZ artist and additional lighting. 

A quiet space provided at Cityside Baptist Church (8 Mt Eden Road) on Monday, Wednesday and Friday between 10 am and 2 pm to help those residents adjacent to Construction Works by providing a quiet space for reprieve or to work and study during periods of noisy works. 

Delivery of wellbeing activities at Cityside Baptist Church including yoga and meditative art classes to support mental and emotional wellbeing of residents, during lockdown these sessions were delivered online. 

Maungawhau community kit which was provided to residents during lockdown included a QR code fridge magnet for the online construction calendar, links to virtual wellbeing sessions, information on how to contact the station team, and a free coffee voucher for use at a local business. 

Hoarding artwork has been primarily commissioned from local artists. Any additional hoardings required will continue to be decorated by local artists. 

Other initiatives such as Mr Whippy providing free ice creams and coffee cart Fridays at the Boston Road roundabout act as a goodwill gesture and support engagement with local community. 

Competitions were also held to name the tower crane and multi service vehicle (MSV) to engage with the community around works and equipment on site.

5.3 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. 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

8

The mitigation measures outlined in the range of technical reports required to address designation conditions, will continue to be implemented to manage construction impacts. Page 20 | 2021-2022 SIBD Annual Report – Maungawhau Station

also asks about the stakeholder’s 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.

Link Alliance reviews the survey responses and reports the results in the monthly newsletters for each station. Based on the feedback, Link Alliance identifies specific actions to be undertaken and those actions are reported back to stakeholders via the monthly 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 Maungawhau Station include: 

Making notifications clearer and more engaging through the use of more imagery and fewer words as requested by stakeholders through quarterly stakeholder surveys providing renders and future station imagery in communications to share the vision of the completed project. 

Use of social media and providing details of social media channels to make information more accessible and to support a diverse audience through multi-channel communication. 

Providing more detailed and project-specific updates e.g. tunnel boring machine, construction environmental initiatives to make communications more relatable to the local community 

Reminded site staff about being ‘good neighbours’ and encouraging positive behaviour through good neighbour awards. 

Including Symonds Street stakeholders in updates as these stakeholders were not receiving all updates. 

6. Overview of Matters Raised by the Community

In accordance with Section 9.2 of the Maungawhau Main Works SIBDDWP (and CRL designation condition 17) the Maungawhau Communications & Engagement (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. Section 7. provides a summary of the matters raised by the community and how the Link Alliance has responded to alleviate those concerns.

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.

6.1 Summary

For the current reporting period 1 January 2021 until 31 March 2022 there were a total of 394 complaints. Of the 394 complaints 332 were identified as being adequately resolved or not, and 31 did not include a response on the outcome. Of the 332 where a final outcome was reported 88% of these were reported as being adequately resolved.

The average time taken to resolve a complaint was approximately 0.5 days, however the complaints varied in complexity and mitigation required.

In some instances the immediate complaint requiring corrective action may have been adequately resolved but this did not mean the issue was closed. For example the C&E 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.

6.2 Complaints

Between 1 January 2021 until 31 March 2022 there were a total of 394 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.

207 complaints were received in relation to noise and vibration impacts from the Project.

117 complaints were received in relation to disruptive works being undertaken ‘after hours’.

53 complaints were received in relation to impacts to access and parking from the Project.

43 complaints were received in relation to business disruption impacts from the Project.

33 complaints expressed concerns over safety impacts from the Project.

30 complaints were received in relation to air quality impacts from the Project.

12 complaints were received in relation to lighting impacts from the Project.

7 complaints were received in relation to stress and financial concerns caused by the Project Construction Works.

7 complaints expressed concerns about how Construction Works, and construction timing was communicated to affected parties

5 complaints were received in relation to impacts to amenity from the Project.

3 complaints were received in relation to impacts to visibility and wayfinding from the Project.

A comparison has been made in Figure 2 between complaints received 2021/22 and 2019/20 to identify changes in those impacts reported over time. As these reports cover different timeframes these have been reported as a percentage of complaints recorded. The comparison shows that noise and vibration, after hours works and access and parking continue to be the most reported complaints. There has also been an increased in the percentage of complaints related to impacts to safety. There has been a reduction in complaints by proportion, in areas of communication, amenity, air quality, and servicing and deliveries 0% 10% 20% 30% 40% 50% 60% % c o m p

2021/22 2019/20

Figure 2: Maungawhau Construction Works – Complaint by Impact

6.2.1 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 Akiraho Street (106), Porters Avenue (44), Mount Eden Road (31), Boston Road (28), Fenton Street (27), Normanby Road (26) and Ruru Street (23).

6.2.2 Method of complaint

The majority of complaints were received from residents (64.4 % of complaints in 2021/22 compared to 54.7% of complaints in 2019/20). This may be 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 (32.3 % of complaints in 2021/22 compared to 41.0% of complaints in 2019/20). Again, this may be due to COVID-19 and business shut down periods.

In 2021 of complaints were provided by email (69.5%) and phone (29.1%), 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.

Figure 3: Maungawhau Construction Works – Complaint by Location

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 utilised in response to the complaint.

7.1 Noise and Vibration including ‘after hours’ works

The complaints register recorded 207 complaints in relation to noise and vibration impacts from the Maungawhau Construction Works. This was the most common complaint received. 90% of these complaints were from residents, mainly on Akiraho Street, Porters Avenue, Fenton Street and Ruru Street.

Many of these complaints were in respect of after hours works, that is works early in the morning (before 7am) and in the evening (after 10pm) or on weekends. There were 117 complaints related to after hours works all of which were from residents.

As discussed in Section 4. a key difference between 2019/20 and 2021/22 was the period of lockdown and restrictions in place as a result of the COVID-19 pandemic. This resulted in more people being home during the day than would have been expected and many were confined to their homes for extended periods of time meaning their exposure to construction works was also greater.

Noise and vibration complaints were mostly in relation to disruptive impacts from noisy construction activities impacting amenity and business (particularly rock breaking and basalt blasting) and the timing of these works (i.e. early morning and/or late evening). 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 and extended disruptive noise and vibration impacts.

Summary of mitigation methods used

Advised noise generated was in compliance with the CNVDWP prepared for the Construction Works.

Noise and vibration levels monitored to confirm compliance with levels outlined in the Project CNVDWP9

If appropriate, alternative accommodation was offered to enable the stakeholder a period of respite.

The stakeholder was contacted and advised of action taken and assured advance notice would be provided of noisy works in future.

Vibration felt in nearby building.

Noise and vibration levels were monitored to confirm compliance with CNVDWP.

Link Alliance met face to face with the impacted stakeholder to understand how impacts can be sufficiently (and practicably) mitigated.

Construction plant and equipment changed e.g. smaller roller for less vibration.

Agreed sensitive times for works and minimised vibration effects during these times where practicable.

Assured stakeholder advance notice would be provided

9 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.

| 2021-2022 SIBD Annual Report – Maungawhau Station

Work being undertaken outside of normal hours including early in the morning (before 7am), at night (after 10pm) and on weekends

of disruptive works in future.

Contacted the stakeholder to identify the cause of the disruptive noise.

Contacted stakeholder to understand how noise could be mitigated.

The affected stakeholder was contacted and informed about the type of construction occurring, why it was needed and expected duration.

Explained the working hours are compliant with CNVDWP.

Apologised to stakeholder for not being notified of potential disruption.

Briefed contractors and advised them of Link Alliance’s obligations. No noisy activities to occur prior to 7am.

Stakeholder added to regular mailing list to ensure future updates are received.

Followed up with stakeholder to ensure response is satisfactory.

7.2 Access and Parking

The complaints register recorded 53 complaints in relation to impacts to access and parking as a result of the Maungawhau Construction Works.

These complaints were predominantly in relation to contractor vehicles occupying private parking, inefficient phasing of traffic lights causing congestion, and closing of streets impacting access. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 9 below.

Table 9: Link Alliance response to access and parking complaints.

Nature of complaint

Construction vehicles occupying business car parking.

Summary of mitigation methods used

Contacted stakeholder and apologised for inconvenience caused.

Contractors reminded of their obligations and to not park in business parking.

Designed and printed signs to deter staff and contractors from parking in private carparks.

Information for AT enforcement provided and towing of vehicles parked in business parking encouraged. Investigated and implemented incentives to encourage workers to take alternative transport and to provide additional parking.

Traffic layout changes impacting access to businesses.

Visited the impacted stakeholder and explained the reasoning for the traffic layout.

Raised with Link Alliance traffic team who resolved the issue.

Advised impacted stakeholder of changes made to resolve issue.

Construction vehicles occupying public car parking and/or preventing access

Provided contact details if future problems arise, and information package about future scheduled Construction Works.

Informed stakeholder when works will be completed and when on street parking will be available.

Investigated and implemented incentives to encourage workers to take alternative transport and to provide additional parking.

Issues with restricted access raised with contractor crew, access provided and resolution communicated to stakeholder.

Trucks using incorrect routes, trucks stopped in temporary zones or on the road waiting to enter the site

7.3 Business Disruption

Informed site supervisor and undertook site visit to understand the issue.

Implemented appropriate mitigation measures. Reissued contact details to stakeholder and encouraged them to get in contact if there were further issues.

The complaint register recorded 43 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 construction noise and vibration (see Section ), lack of wayfinding or signage, inability to access loading zones and Construction Works during peak times.

Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 16 below. The measures identified in Table 8 (noise) and Table 9 (access and parking) are also relevant.

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

Nature of complaint

Construction vehicles occupying business car parking.

Summary of mitigation methods used

Contacted stakeholder and apologised for inconvenience caused.

Contractors reminded of their obligations and to not park in business parking.

Designed and printed signs to deter staff and contractors from parking in private carparks.

Investigated and implemented incentives to encourage workers to take alternative transport and to provide additional parking.

Construction hoardings impacting business visibility

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

Link Alliance arrange to move deliveries e.g. to outside lunch hours.

Project Engineer and Site Supervisor notified of the importance of maintaining traffic flow around peak times for the carpark.

Lack of communication in relation to road closures

Visited the impacted stakeholder and explained the reasoning for the traffic layout.

Raised with Link Alliance traffic team who resolved the issue. Advised impacted stakeholder of changes made to resolve issue.

Provided contact details if future problems arise, and information package about future scheduled Construction Works.

7.4 Safety

The complaint register recorded 33 complaints which expressed concerns over safety due to the Maungawhau Construction Works.

Complaints were predominately in relation to road safety in particular truck drivers undertaking illegal or dangerous manoeuvres and parking on yellow lines or footpaths impacting safety for pedestrians. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 11 below.

Table 11: Link Alliance response safety complaints.

Nature of complaint

Trucks/utes parking on the footpath and yellow lines.

Trucks completing a U-turn on Harold Street/Enfield Street in the middle of oncoming traffic Trucks disobeying road rules

7.5 Air Quality

Summary of mitigation methods used

Traffic lights inspected to ensure they are operating effectively.

Site Traffic Management Supervisor in the area to patrol the area going forward to prevent further incidents. Drivers notified that behaviour was unacceptable and escalated to site supervisors. Resolution communicated to stakeholder.

The complaint register recorded 30 complaints in relation to air quality impacts from the Maungawhau Construction Works. These complaints were mostly in relation to dust nuisance impacts resulting from construction activities. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 12 below.

Table 12: Link Alliance response to air quality complaints.

Nature of complaint

Dust nuisance from demolition activity.

Summary of mitigation methods used

Investigated the reason for the dust nuisance. Identified appropriate mitigation measure e.g. dust suppression

Ensured contractors would clean up any deposited dust following days end.

Contacted air quality specialist to monitor results. Informed stakeholder of action taken.

Business owner complained about excessive dust being deposited on nearby cars.

Investigated reasoning for dust nuisance. Confirmed with stakeholder mitigation would be improved.

Dust management water system was off, and dust was creating a nuisance in the area.

7.6 Lighting

Provided prompt response to stakeholder’s complaint. Further dust mitigation undertaken, which was communicated back to the stakeholder.

The complaint register recorded 12 complaints related to obtrusive lighting from the construction site. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 14 below.

Table 13: Link Alliance response to complaints about stress and financial concerns due to the Project.

Nature of complaint

Flood lights left on after working hours and/or lights from the construction site shining into homes and

Summary of mitigation methods used

Apologised to stakeholder for inconvenience caused. Coordinator contacted the team on site to turn off these lights

Reminded site personnel to keep these lights off overnight.

Informed stakeholder of action taken.

7.7 Stress and Financial Concerns

The complaint register recorded 7 complaints which directly outlined stress and financial concerns attributed to the Mt Eden Construction Works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 14 below.

Table 14: Link Alliance response to complaints about stress and financial concerns due to the Project.

Nature of complaint

Building shaking causing tenants to move out resulting in financial stress to the building owner.

Noise from demolition works causing distress and discomfort.

Summary of mitigation methods used

Apologised to stakeholder for stress and inconvenience caused.

Informed that vibration levels were compliant with Project CNVDWP.

Requested meeting to understand solutions available to stakeholder and tenants.

Disruptive work halted.

Stakeholder contacted to understand convenient time to undertake disruptive works.

Ensured stakeholder disruptive works would be communicated directly in future.

7.8 Communication

The complaint register recorded 5 complaints in relation to communication about the Project.

Complaints were mostly associated with frequency of communication and lack of accurate information in respect to construction timing. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 15 below.

Table 15: Link Alliance response to complaints in relation to communication about the project.

Nature of complaint

Not being notified in advanced of car parking being removed.

Summary of mitigation methods used

Apologised for inconvenience caused.

Advised stakeholder that the relevant body corporate committee was informed of parking removal.

Asked stakeholder to provide email address so direct contact could be made in future.

Not being made aware of extended working hours.

Apologised to stakeholder for lack of accurate information regarding amended work hours.

Informed stakeholder reason behind extended work hours.

Ensured stakeholder that more effective communication would be undertaken in future.

Not being notified of rock blasting which is causing vibration in nearby building.

Contacted stakeholder and provided details about rock blasting, which is the cause of the disruptive noise and vibration experienced.

Undertook monitoring to ensure impacts were compliant with project CNVDWP.

Provided list of contact details and encouraged stakeholder to make contact if disruption pursued.

7.9 Amenity

The complaint register recorded 3 complaints in relation to impacts to amenity (although it is noted that complaints recorded under other the headings, e.g. Noise and Vibration etc, may also impact on amenity).

According to complainers, amenity and business disruption impacts arise for various reasons. These are mostly associated with the disruptive effects from the presence of construction equipment, noise and vibration and impacts to traffic, access and parking. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 16 below.

Table 16: Link Alliance response to amenity and customer / business disruption complaints.

Nature of complaint

Noise and vibration from construction was disrupting businesses

Construction vehicles occupying public carparking and/or preventing access

Summary of mitigation methods used

Contacted relevant specialist to identify cause of disruption. Discussed cause and potential solutions with project manager.

Communicated to stakeholder reason for disruption and when this would be expected to stop.

Informed stakeholder when works will be completed and when on street parking will be available.

Investigated and implemented incentives to encourage workers to take alternative transport and to provide additional parking.

Issues with restricted access raised with contractor crew, access provided and resolution communicated to stakeholder.

Onsite flood lights being left on overnight

Contacted relevant specialist to identify reasoning for

2021-2022 SIBD Annual Report – Maungawhau Station

disrupting nearby residents.

flood lights being left on. Contacted stakeholder to explain it was a mistake. Highlighted to stakeholder that this will not happen again.

7.10 Visibility and Wayfinding

The complaint register recorded 3 complaints in relation to impacts to business visibility and the ability for people to guide their way through the construction environment. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 17 below.

Table 17: Link Alliance response to visbility and wayfinding complaints.

Nature of complaint

Reduced visibility due to hoardings

Signage removed or damaged

Summary of mitigation methods used

Escalated matter to the Traffic Management Team to see if the hoarding could be adjusted to increase visibility. Informed stakeholder of action taken.

Organised a replacement sign and installed Informed stakeholder of action taken.

8. Feedback Received

This section provides an overview of the feedback received for the 2020/2021 construction period received from: 

Interviews with the Maungawhau Station Community Manager and Development Response Manager. 

Feedback received from the Uptown Business Association. 

Feedback received during the most recent CLG event. 

Feedback on this draft Annual Report.

8.1 Feedback from Community and Development Response Managers

An interview and site walkover were undertaken with the Maungawhau Community Manager, Helga Sonier, and Maungawhau Development Response Manager, Piet Ubels on 6 April 2022. The purpose of this interview was to understand the predominant issues raised by the community, how the 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 affected community predominantly consists of residential (apartments). Impacts from noise and vibration is therefore the main issue raised. This was particularly evident during lockdown where people had limited opportunities for reprieve. 

Of particular relevance are the stakeholders in Station R Apartments, apartment buildings at No.1 and No.3 Akiraho Street and Eden North Apartments – regular communication is undertaken with these parties to understand sensitive timings when noisy activities should not be undertaken.

Additional mitigation including having quiet space available and wellbeing activities offered at Cityside Baptist Church have helped to address these effects. 

Mitigation of noise and dust includes use of noise mats during noisy activities, limiting noisy activities to certain times of the day to reduce disruption, stopping noisy works if necessary.

Early engagement prior to any noisy or disruptive works continues to be undertaken. A range of engagement tools are used including notices, newsletters, CLG meetings and social media. A new tool which has been well received is a QR code which links stakeholders to the online calendar showing current and planned Construction Works. 

During lockdown a community kit was distributed which included a fridge magnet with the QR code on it, links to wellbeing activities online and a coffee voucher. These packs received positive feedback from stakeholders. 

Link Alliance utilise local businesses wherever possible. This includes utilisation of a local sign printing company for hoarding banners, using local businesses to cater for Link Alliance events and providing coffees for local residents as a goodwill gesture. 

Link Alliance C&E Team actively involve the community with the Project through event days and art tours, surveys e.g. Basque Park works mitigation, and competitions e.g. naming of crane / MSV.

The interview was followed by a site visit. During this time, Piet Ubels (Maungawhau Development Response Manager) pointed out the key stakeholders who have been disrupted from Construction Works. Mitigation measures incorporated throughout the public realm bordering the construction site were also identified, including permanent hoardings with Perspex windows, local artwork on hoardings and silos, the use of noise mats, wayfinding and visibility measures such as marking of accessible routes and business signage. Photos are outlined in Appendix B

8.2 The Uptown Business Association

As indicated in Section 4.4.1 of the Maungawhau Main Works SIBDDWP, the Uptown Business Association area (bounded by Maungawhau Road, Khyber Pass Road, Symonds Street, Newton Road, and New North Road) represents over 700 businesses including retailers, goods and service providers, restaurants, breweries, bars and cafés.

The Uptown Business Association has released an AGM report for 2021-2022 fiscal year 10. The report acknowledges the disruption caused by: 

The construction of the new City Rail Link station and surrounds

The ongoing development of residential apartments in Uptown

The report notes “Over time both these things benefit businesses and residents but in the short term the construction does cause frustration and inconvenience.”

The report acknowledges the work the business association has been doing with City Rail Link, Auckland Transport, Local Boards, Eké Panuku and others regarding changes in the Uptown area. Uptown also has a range of communication tools including the Uptown magazine, social media, website and digital billboards to promote local businesses in the area.

8.3 Information hubs and community event feedback

Station

Maungawhau information sessions were held in various locations near the site throughout 2021 and 2022. During the COVID-19 lockdown restrictions, in person information sessions were unable to be held, information was instead provided to the community virtually (emails, flyers, website updates etc.).

Information sessions were advertised via the regular Maungawhau Station newsletter distributed to over 1000 members, and open to the public.

Link Alliance held 8 InfoHubs between January 2021 and March 2022, held on a monthly basis except for periods where public gatherings were restricted due to COVID-19. Public interest in the Project from those who attended the InfoHubs was predominantly related to the works being undertaken at the time. Specific events were held for TBM and Basque Park Construction Works.

8.3.1 CLG Feedback

There was a total of five CLG events relating to the Maungawhau Construction Works. CLG presentations and minutes are publicly released and available on the CRL website. There will be further engagement with the community to encourage attendance at the CLGs.

Key issues raised by attendees of the CLG were in relation to a range of issues including: 

Urban realm including the potential for future development to reflect the unique character of the Uptown area

Importance of general tidiness and maintenance of the area

Importance of safe pedestrian access and ensuring enough light and activity around walkways

Access to and from the Maungawhau Station using the Fenton Street bridge, and based on this feedback stairway only access will be provided

Affects of TBM in terms of noise and vibration and hours of operation for TBM / rest days

Additional mitigation given extended working hours and residents working from home e.g. periods of respite

Removal of spoil and truck movements e.g. Will spoil trucks make traffic worse? What type of spoil/fill will be excavated by the TBM? What hours will spoil trucks be accessing the construction site?

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.

8.4 CLG Feedback for the Annual Report

The results of the information gathering exercise were presented at the CLG on 27 July 2022 and the opportunity was provided for feedback, questions or concerns. During the meeting the CLG raised the following issues: 

Drainage and flooding issues on Fenton Street and Ngahura Street perceived to be as a result of Construction Works

Hoardings trapping litter and dirt which is affecting amenity around the site, including on Ngahura Street

Issues with trucks restricting access to public roads at certain times

2021-2022 SIBD Annual Report – Maungawhau Station

The siren from the crane is excessively loud

Light impacts are a concern and lights on site should have directional covers to reduce lighting impacts for nearby residents.

The draft report was subsequently circulated to the CLG for comment prior to the report being finalised. These comments have been responded to in Table 18

Table 18: General feedback on the draft Annual report from CLG attendees and Link Alliance response

General feedback received on the draft Annual Report

A suggestion to record the number of dwellings alongside the household figures (in Section 4.). This would help to interpret the data.

Link Alliance Response

The Annual Report has been informed by a review of census data, including household numbers and years at usual residence. Alongside this feedback has been collected directly from the community, via the CLG.

Additional data collection will be considered in the 2022 Annual Report.

Recognition of issue raised regarding the loss of amenity as a result of the removal of the 17 mature Wattle trees. These trees separated the existing rail line from Boston Road and the current mitigation plan which does not replace like for like.

Link Alliance recognises the concern for the loss of mature vegetation has been raised previously however it is not recorded as a complaint as it falls outside this definition.

Link Alliance are aware of this issue and met with this member of the community in early 2021. After the meeting, it was determined that additional trees were outside of Link Alliance scope to deliver, i.e. not part of CRL construction works.

Link Alliance also facilitated discussions with Auckland Transport. However, due to a number of factors including the cost and difficulties with the road conditions and location of services further mitigation is not possible.

Link Alliance will continue to engage with the community to and address concerns where they can by directing stakeholders to the relevant responsible authority.

9. Recommendations

Based on the matters raised by the community (as outlined in Sections 6. and ) 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, and in consultation with affected stakeholders. 

Continue to undertake weekly site audits to identify and address minor issues like litter and dust and update the community on any mitigation measures implemented e.g. additional cleaning. 

Undertake an inspection of site condition including erosion and sediment control measures currently in place and any areas of concern for stormwater effects including ponding with the Maungawhau Station Environmental Advisor and implement any practicable mitigation recommendations.

Noise impacts were the reason for a significant number of complaints. In relation to noise it is recommended that the Link Alliance should: 

Provide information to the community on the type and level of noise that is likely to be experienced, the date and timing of noisy works, and the steps taken to mitigate noise impacts as far practicable. Information on quiet areas should also be provided. 

Undertake a review of noise complaints with the noise and vibrations 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 Maungawhau Construction Works) have been implemented to manage construction impacts upon the public and affected community.

Information collected including complaints received, accessibility and way finding 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 Maungawhau Construction Works) that have been implemented to manage construction impacts for the affected community including businesses and residents within the Maungawhau 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 a minimum weekly basis to manage minor issues around the site. 

A range of proactive development response actions have been undertaken including:

o Proactive engagement with stakeholders e.g. around scheduling of noisy or disruptive works

o Sponsored events, public realm works and activation programs to attract visitors to the area e.g. Artweek

o Business support through promotion of local businesses and use of local procurement and activation events 

The majority of complaints received were in relation to disruptive impacts from noise and vibration

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

Considerations for alternative measures for staff parking and staff commuting to site including ‘Give it a go' schemes, toolbox talks, an internal alternative transport competition and rewards for carpooling, taking public transport or walking and cycling

Additional recommendations for Link Alliance have been made in this 2021/22 report include: 

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. 

Continue to carry out weekly site audits to manage issues like litter

Undertake an audit of site condition including erosion and sediment control measures and implement any practicable mitigation recommendations 

Provide information to the community on the type and level of noise that is likely to be experienced, the date and timing of noisy works, and the steps taken to mitigate noise impacts as far practicable. Information on quiet areas should also be provided. 

Undertake a review of noise complaints with the noise and vibrations technical specialists who authored the Noise and Vibration Delivery Work Plan, and implement any practicable mitigation recommendations.

Link Alliance should continue to implement the range of mitigation measures identified in the SIBD DWP and associated DWP and are committed to being good neighbours to affected parties. Link Alliance should continue to engage with the community and key stakeholders through the CLG and the various engagement tools outlined in the SIBDDWPs.

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

Recommendation Observation

Communications on upcoming works



The Link Alliance should continue to provide the affected community with detailed localised works 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).

Seek alternative parking arrangements



The construction workforce will be travelling to the Maungawhau Site until the completion of the Project in 2024. Link Alliance should seek alternative parking arrangements to alleviate parking pressure in the local area as soon as possible.

Early engagement prior to any noisy or disruptive works continues to be undertaken. A range of engagement tools are used including notices, newsletters, CLG meetings and social media. A new tool which has been well received is a QR code which links stakeholders to the online calendar showing current and planned Construction Works.

Link Alliance have been exploring ways of increasing alternative transportation options for our workers this includes ‘Give it a go' schemes, toolbox talks, an internal alternative transport competition and rewards for carpooling, taking public transport or walking and cycling.

CLG attendance



Link Alliance will revisit the CLG to ensure that it is representative of the affected community.

In March 2022 the CLG advertised for new members to join including residents around Maungawhau construction site, local community group representatives, or organisation or business in the Maungawhau construction site area. See notice below:

New members were introduced at the meeting on 27 July 2022.

While CLG attendance is limited the minutes and presentations are available online for all meetings. This enables the CLG to be accessible to all residents, businesses and the wider community.

Appendix B: Site Walkover Photos

Figure 2: Example of wayfinding signage

Figure 1: Example of wayfinding signage

Figure 3: Example of business signage

Figure 4: Example of business signage

Figure 5: Example of local artwork by Jayden Plank on hoarding

Figure 6: Example of local artwork by Mark Barber in collaboration with Auckland Festival of Photography

Appendix C: Infrastructure Sustainability Rating

The City Rail Link Infrastructure Sustainability Technical Manual has been developed by the Link Alliance 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 Maungawhau 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 Maungawhau 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 Maungawhau 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

| 2021-2022 SIBD Annual Report – Maungawhau Station

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

Engagement method Implementation

One to one meetings

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.

Example

A stakeholder emailed to see if a VMS board could be moved to free up a parking space. Advisor to explore the option of the VMS board being removed early the following week. The advisor also set up a face to face meeting with the stakeholder, the Development Response Manager and the Community Manager.

A Stakeholder responded to the flyer drop regarding Boston Road parking removal. This stakeholder was concerned that if there is no parking, this will effect their ability to get to work. They also mentioned that they need a vehicle at all times because of childcare, they requested to reconsider the removal of these parking spaces or provide alternative parking. The Community Manager responded to the email understanding their concerns, and informed them consideration of alternative parking spaces in the area, loading bays, or signage is underway. The Community Manager also invited them and to Te Manawa to discuss this issue in greater detail. A meeting was organised with the C&E team.

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.

Examples of work notifications include: 

On 14 December Link Alliance notified that they had to block off a section of Basque Park for works. 

On 6 December an update on works announced that steel structures were being installed to form the pedestrian overpass, and a timeline was provided for the rest of the construction.

All notifications are also found on the CRL website.

Local drop-in sessions

Information sessions and site tours are advertised via the monthly Maungawhau Station newsletter distributed to all members and open to the public. Information sessions and site tours are held within the Project area on a regular basis. However, during COVID-

Examples include:

On 21 February Link Alliance announced the next date for the drop-in session at the CRL Visitor Centre at Te Manawa which is a part of their monthly community drop-in information sessions. Examples of sessions are shown below:

SIBD Annual Report – Maungawhau Station

19 site tours and drop ins have been limited.

Te Manawa provides information and a contact point for the community at 1 New north Road.

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. Example of the monthly newsletter:

On-site signage for key traffic shifts

The key traffic shifts included the closure of the Normanby Road level crossing and a new pedestrian bridge. The signage included an alternative accessible route. This was clearly visible on site during the site walkover.

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. A recent example includes the Normanby Road closure.

Example of traffic shift signage:

New pedestrian bridge crossing:

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 Block of Line Works. The Christmas Block of Line Works update provides an overview of what work is being undertaken, how this compares to usual works at the site, what the impacts are for users, and what mitigation will be in place.

Digital communication has included flyovers and works at Maungawhau Station.

Examples of digital communications include:

On 15 February Link Alliance provided a social media update stating that the tunnel boring machine was returning to the station to complete the build of the second CRL tunnel.



On 28 July Link Alliance noted “This week link alliance installed a new information wrap around along the Mt Eden Station viewing platform”

Advertising and campaigns for major traffic shifts.

Advertising for major traffic shifts has been undertaken using multi-channel communication which included posters, updates, newsletters and onsite signage.

Examples of the Block of Line Works notification:

Examples of advertising and campaigns include: 

On 6 December CRL announced some of the Mt Eden Station link alliance contractors would be working over the Christmas and New Year period known as Block of Line (BOL) - …this is a period between 26 December 2021 – 23 January 2022, where there will be no trains running on the rail network

On 1 June CRL posted a traffic change reminder from the link alliance team at the Mt Eden Station: The level crossing on Normanby Road closes from 9pm tonight until 2022… if you drive across it you will need to plan a new route.

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.

Community Liaison Group meetings have been held on a quarterly basis11 and will continue to be held on a regular basis throughout the period of Construction Works. 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 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 11 Meetings were held 25 February 2021, 20 May 2021, 26 August 2021, 30 November 2021 and 29 March 2022

| 2021-2022 SIBD Annual Report – Maungawhau Station

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 7. of this Annual Report has provided an analysis of the complaints register and how the Link Alliance have 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: A resident from called the 0800 phone to complain about a siren noise during the night. She stated that it was disrupting her sleep.

Response: Communications & Engagement (C&E) Advisor emailed the resident back to explain that this siren was from the Tunnel Boring Machine (TBM) conveyor belt system that for health and safety reasons - is required to sound an alarm each time it starts. C&E Advisor advised that this activity had been monitored in the past and was within the overnight noise levels. Stakeholder was satisfied with response however asked C&E Advisor if the team could look into reducing the volume of the alarm which is being investigated.

Complaint: A business owner on Ngahura Street emailed the Mt Eden Station team regarding a large pothole on Ngahura Street that is making car access to the business difficult.

Response: Senior Communications and Engagement Advisor called stakeholder to better understand concern and then raised the issue with the relevant construction team. Crews arranged to fix the pothole. Stakeholder very pleased with quick action to address their concern.

Complaint: A The stakeholder contacted the team with concerns about dust from the construction work outside of their apartment.

Response: The team implemented regular water tank trucks, which do daily drives around the area to help dampen the dust. The team have also installed mesh scrim on the fencing to prevent dust leaving the site area. The Environmental Advisor will conduct regular site inspections to ensure the dust is suppressed. Stakeholder pleased with the action taken and expressed their thanks.

Complaint: Resident called about the increase of Gleeson & Cox trucks travelling on Exmouth Street, when they believed that these should be travelling on main arterial routes rather than smaller residential streets.

Response: Senior Communications & Engagement Advisor communicated to stakeholder that the Gleeson & Cox trucks were not permitted to be travelling down this street and that this would be raised with Construction Management to address with the trucking contractor. Stakeholder pleased with the action taken.

A review of the matters raised by the community indicates that Link Alliance have 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.