Te Waihorotiu SIBD Annual Report 2023-2024 Link Alliance Final Dec 24
Te Waihorotiu Station
Social Impact and Business Disruption Delivery Work Plan
2023 – 2024 Annual Report
Revision: Final
Date: December 2024
Page 1 | 2023-2024 SIBD Annual Report - Te Waihorotiu Station
Document title
This document is uncontrolled when printed. This document should be printed in colour
Approval Status
1 Introduction
The City Rail Link (CRL) project (the Project) comprises the construction of a 3.4km twin-tunnel underground passenger railway up to 42m below Auckland’s city centre. It will transform the downtown Waitematā Station (Britomart) into a two-way through-station that better connects Auckland’s rail network, allowing it to double in capacity. Two new stations will be constructed (Te Waihorotiu Station and Karanga-a-Hape Station) and Maungawhau Station will be redeveloped.
Each stage of the Construction Works for Te Waihorotiu Station (referred to collectively as the ‘Construction Works1’) are authorised and provided for by CRL Designation 2500-1 in the Auckland Unitary Plan Operative in Part (AUP), for which City Rail Link Limited (CRLL) is the requiring authority.
Social Impact and Business Disruption Delivery Work Plans (SIBDDWPs) have been prepared to identify the measures that will be implemented to mitigate and manage potential adverse effects on businesses, residents and community services/facilities during the Construction Works. In accordance with CRL designation Condition 61.1, the objective of the SIBDDWP is:
“to avoid, remedy or mitigate the adverse effects arising from disruption to businesses, residents and community services/facilities so far as reasonably practicable.”
In order to comply with designation conditions, SIBDDWPs have been prepared. The 2023/2024 Te Waihorotiu Station SIBD Annual Report (Annual Report) provides an overview of the changes that have occurred to the SIBD environment since the commencement of the Te Waihorotiu Station 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 Construction Works will outline the following:
Section 1: Introduction: Provides an overview of the Project and Construction Works.
Section 2: Te Waihorotiu Station: Provides a brief overview of Construction Works to date and summarises the 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: Development Response: Overview of Link Alliance development response initiatives.
Section 6: Overview of Matters Raised by the Community: Provides statistics on matters raised by the community.
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.
1 Works required to construct the Te Waihorotiu Station. Includes Construction Works authorised by the Stage 1-3 (authorised by OPW60345651), Stage 4 and 5 (authorised by OPW60348747), Main Works (authorised by OPW6035461) and Public Realm Reinstatement works (authorised by OPW60389911) Outline Plan documentation (refer to Table 1).
Section 8: Feedback Received: provides an overview of the feedback received during the 2023/2024 construction period.
Section 9: Recommendations: outlines areas where Link Alliance can improve during the 2024/2025 construction period.
Section 10: Conclusion
2 Te Waihorotiu Station
Once completed, the Te Waihorotiu Station will include platforms, lifts, escalators, rooms for housing stations and tunnel services equipment, an entrance building at Wellesley Street, two additional entrance buildings at Victoria Street, a plenum at Kingston Street, services, internal and architectural finishings, structural fittings, utilities services diversions and connections.
Given the nature and scale of the Te Waihorotiu Station construction, works will be undertaken in a staged manner. These Construction Works have been authorised by four separate Outline Plan Packages, with Construction Works expected to continue until the completion of the Project. The Construction Works have been staged as follows:
Table 1: Staging of the Construction Works
Construction Works Description
Stage 1 to 3 (authorised by OPW60345651)
Canopy removal, network utility relocation and site establishment works.
Stage 4 and 5 (authorised by OPW60348747)
Main Works (authorised by OPW6035461)
More Canopy removal and utility relocation works. Micro-tunnelling works along Victoria Street. Site establishment works involving tree removal.
Construction of the Te Waihorotiu Station and associated above ground structures. Tunnel boxes for the rail tracks and structural fitout, and internal and architectural finishings.
1 October 2019 Complete –the work was undertaken from October 2019 to March 2020.
6 December 2019 Completethe work commenced in December 2019 to late 2022
8 May 2020 The work commenced in early 2020 and is scheduled to continue through to 2025
Public Realm Reinstatement works (authorised by OPW60389911)
Reinstatement of urban realm areas. 16 February 2022 The work commenced early 2023 and is scheduled to continue through to late 2025
2.1 Summary of Key Construction Works
The following outlines key construction activities occurring during the various stages of the Construction Works A detailed account of the Construction Works is provided in the Construction Environmental Management Plan as relevant to the stage of works.
It is noted that the Construction Works (described in Table 1), are concentrated along Albert Street, between Wyndham Street in the North to Mayoral Drive in the South, and includes works within the adjacent Streets of Kingston, Victoria and Wellesley Streets
Te Waihorotiu Stage 1 – 3 (Complete)
• Canopy removal works along the western side of Albert Street between Victoria Street West and Wellesley Street West
• Approximately 680m of trenching works required to relocate utilities, predominantly within the footpaths along Albert Street including within the northern section of the Albert Street slip lane.
• Set up of the Construction Support Area within the Bledisloe House carpark (corner of Mayoral Drive and Wellesley Street).
Te Waihorotiu Stage 4 and 5 (Complete)
• Additional trenching works along Albert Street to relocate utilities. These works extended into the Albert Street slip lane, preventing southern egress from this lane.
• Trenches along both sides of Kingston Street required for utility relocations resulted in Kingston Street being closed.
• Micro tunnelling along Victoria Street West
• Canopy removals continued
• Full closure of the Wellesley Street / Albert Street intersection for utility relocations.
• Establishment of the Construction Support Area within the Bledisloe House carpark, requiring the removal of trees
Te Waihorotiu Main Works
The Te Waihorotiu Main Works were authorised on 8 May 2020. These works have commenced and will be ongoing until the completion of the Project The Te Waihorotiu Main Works involve:
• Installation of D-walls along either side of Albert Street from Mayoral Drive to the Victoria Street intersection
• Bored pile installation north of Victoria Street.
• ‘Top down’ construction involving construction of the roof structure in stages and allowing portions of the road to be reopened to traffic.
• Construction of the Te Waihorotiu Station including its internal fit out
• Removal of the Bluestone wall and reconstruction of the wall once the station works are complete2
• Retrieval of the Tunnel Boring Machine following its first and second drive.
2 These works will be undertaken in accordance with the Bluestone Wall Management Plan, certified by the Heritage Advisory Group.
Te Waihorotiu Public Realm Reinstatement works
The Te Waihorotiu PRR Works were authorised on 16 February 2022. These works have commenced and will be ongoing until the completion of the Project. The Te Waihorotiu PRR Works involve:
• Installation of new wider footpaths and cycle infrastructure
• Installation of new road pavement including loading zones and bus stops
• Upgrades of new stormwater infrastructure and other utility services
• Construction of tree pits and tree planting
• Landscaping works
• Installation of street furniture
3 Annual Report Methodology
City Rail Link designation condition 61.8 requires an annual report to be prepared to report. 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 Construction Works. This report covers the period 1st April 2023 to 31st March 2024.
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 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 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.
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 4.1
Section 5
Section 6
Section 6.2
Section 7
Section 8
Recommendations for improvement based on feedback received. Section 9
3.2 The Mitigation and Implementation Plan
A range of SIBD mitigation measures were included in Section 8 of the Te Waihorotiu Main Works SIBDDWP (similar measures were identified in the Stage 1-3 and Stages 4 – 5 SIBD DWPs). These seek to mitigate the SIBD impacts from the Construction Works and 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. The mitigation measures also apply to PRR works.
Table 3: SIBD Mitigation Measures
Mitigation Measure Description
Continuous up to date engagement
Construction Team Briefings
Collaboration
Noise and Vibration Disruption
Traffic, Access and Parking Disruption
Dust and odour disruption
Utility Disruption
Visual Amenity and Landscape
Community Safety
Vulnerable Groups
Health and Wellbeing
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 distressed members of the public and vulnerable groups, how to be good neighbours.
Work with a range of organisations to understand planned events, impacts of concern, and measures to be implemented to reduce construction impacts.
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.
Implementation of measures outlined in the AQDWP to reduce impacts on people and property sensitive to dust (and sometimes, odour) nuisance.
Engagement with businesses and residents in the affected community prior to disrupting utilities needed to be relocated.
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.
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.
Measures to assist in dealing with rough sleepers, antisocial behaviour, or dealing with an emergency situation on site. Involves working with organisations such as the Neighbourhood Police, Auckland Council and Auckland City Mission
Provision of information to support mental health which may have been impacted from construction activities. Multiple channels used
Section 8.4 - Te Waihorotiu Main Works SIBDDWP
Section 8.5 - Te Waihorotiu Main Works SIBDDWP
Section 8.6 - Te Waihorotiu Main Works SIBDDWP
Section 8.7 - Te Waihorotiu Main Works SIBDDWP
Section 8.8 - Te Waihorotiu Main Works SIBDDWP
Section 8.9 - Te Waihorotiu Main Works SIBDDWP
Section 8.10 - Te Waihorotiu Main Works SIBDDWP
Section 8.11 - Te Waihorotiu Main Works SIBDDWP
Section 8.12 - Te Waihorotiu Main Works SIBDDWP
Section 8.13 - Te Waihorotiu Main Works SIBDDWP
Section 8.14 - Te Waihorotiu Main Works SIBDDWP
Development Response Plan (DRP)
Business Disruption mitigation
(pamphlets, information on CRL website, project information centres, proactive communication, regular meetings).
Range of measures to be implemented to mitigate impacts on adjacent businesses. Outcomes includes public artwork on hoardings, beautification of public amenity, and site-audits to ensure compliance with mitigation measures. Development Response is an evolving measure, which is informed by ongoing community engagement and affiliated needs assessment.
A range of measures are detailed in the SIBDDWP. This includes communication, development response measures and implementation of the Transport and Parking Delivery Work Plan measures.
Section 8.15 - Te Waihorotiu Main Works SIBDDWP
Section 8.16 - Te Waihorotiu Main Works SIBDDWP
4 Community and Business Profiles
Information contained within the Te Waihorotiu Main Works SIBDDWP relating to the affected community’s profile (Section 4.1) 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 Community Liaison Group (CLG), information hub, survey and development response feedback, outlined in Section 8
4.1 Community Profile
The demographic profile outlined in Section 4.3 of the Te Waihorotiu 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 Te Waihorotiu Main Works SIBDDWP, datasets for Statistical Area 1s (SA1s) became available; SA1s provide more detailed information about population characteristics than is available at the SA2 level.
The 2023 census is now the most up to date census data available. Figure 1 below outlines the SA1 datasets relevant to the area occupied by the Construction Works. Table 4 below outlines the 2023 census data for population, age, ethnicity and households relating to the SA1 boundaries (as localised to the Construction Works area). It is not possible to provide comparisons between the 2018 and 2023 census years as the SA1 areas have changed as part of the 2023 census
Key facts derived from the 2023 census3 data, as outlined in Table 4, is as follows:
• The total population of the area is 2,517 persons.
• The median age of people living in and within the vicinity of the Project area is 31 years.
• The number of occupied households totals 1,515
• The Asian ethnicity is the most common ethnicity within the Project area, followed by European4 .
• The vast majority of residents living within the Project area have lived there for less than 5 years.
It is acknowledged the community and business 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 4.1.2 of this Annual Report.
4 The following ethnicities, as outlined in the 2023 census statistics, are recorded in Table 4 for the purposes of this annual report; European, Asian, Māori and Other (Pacific peoples, Middle Eastern / Latin American / African, and Other Ethnicity).
14 | 2023-2024 SIBD Annual Report - Te Waihorotiu Station
Figure 1: 2023 Statistical Area 1 Boundaries within the Te Waihorotiu Construction Area.
4.1.1 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 Te Waihorotiu 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.
7005274 –
7005277 –
Total (339/100%)
Asian (204/55%)
European (84/23%)
Other (48/14%) Total (339/100%)
Total (111/100%)
European (54/47%)
Asian (42/37%)
Other (12/11%)
Total (105/100%) Asian (69/61%)
European (30/26%)
Other (9/9%)
0-5 years (297/88%) 5-9 years (21/6%) 10 years + (12/4%)
Total (111/100%)
0-5 years (72/65%) 5-9 years (18/16%) 10 years + (18/16%)
Total (105/100%) 0-5 years (87/83%) 5-9 years (9/9%) 10 years + (9/9%) 7005281 –
Total (147/100%)
Asian (69/43%)
European (54/34%)
Māori (12/8%)
7005283
7005284
Total (279/100%)
Asian (180/61%)
European (69/23%)
Other (27/10%)
Total (111/100%)
Asian (63/53%)
European (33/28%)
Māori (9/8%)
Total (147/100%)
0-5 years (117/80%) 5-9 years (9/6%) 10 years + (12/8%)
Total (279/100%)
0-5 years (234/84%) 5-9 years (30/11%) 10 years + (15/5%)
Total (111/100%)
0-5 years (93/82%) 5-9 years (12/11%) 10 years + (9/8%)
7031266 – Albert Street, Durham Street West, Queen Street, Elliott Street and Wellesley Street West
7031267 - Darby Street, Queen Street, Elliott Street and Wellesley Street West
7031263 – Swanson Street, Albert Street, Kingston Street and Victoria Street West
7031264 –
7005299 – Federal Street and Mayoral Drive
7031274 - Wellesley
Total (180/100%)
European (66/37%)
Asian (60/33%)
Other (42/23%)
(180/100%) 0-5 years (168/93%) 5-9 years (6/3%)
years + (6/3%)
Total (228/100%) Asian (156/68%)
European (48/21%)
Other (24/11%) Total (228/100%)
years (210/92%)
years (6/3%)
years + (0/0%)
years (417/92%)
years (15/3%)
(54/12%)
Total (60/100%)
European (45/75%)
Other (9/15%)
years + (21/5%)
Māori (6/10%) Total (60/100%)
Total (504/100%)
European (231/46%)
Asian (225/45%)
Other (60/12%)
0-5 years (39/65%) 5-9 years (15/25%) 10 years + (3/5%)
Total (504/100%)
0-5 years (453/90%) 5-9 years (24/5%) 10 years + (18/4%)
4.1.2 Pedestrian Counts
Construction works have continued to impact access along Victoria Street and Albert Street over the year; however pedestrian counts were generally higher than the previous year particularly at 261 and 205 Queen Street. This is likely due to the increase in events in Auckland, the return of cruise liners to Auckland and confidence of the work force returning back to work following Covid-19. The dates of key restrictions are summarised in Figure 2
In particular, there was a significant increase from September 2023 until April 2024 at 205 Queen Street which coincides with some of the works being completed and subsequent opening up of half of Victoria Street. It then drops significantly which is likely due to the further works on the other side of Victoria Street and an outage of the count during this time.
4.1.3 Business turnover
During the reporting period between 1 April 2023 and 31 March 2024 only 1 business has closed from the site area due to the owners both retiring. No other business changes have been noted.
4.1.4 Site walkover
A site walkover was undertaken on 30 July 2024. This involved walking the perimeter of the site to observe ground floor premises adjacent to the Te Waihorotiu Construction Zones, wayfinding and signage and evidence of development response measures. The site walkover went mainly along Albert Street and Victoria Street where construction works are focused.
The site walkover identified that construction works are occurring within existing footpath areas and in proximity to businesses, with diversions and reduced accessways along both Victoria Street and Albert Street. Both Victoria Street and Albert Street have been opened up to road traffic
As part of the site walkover it was evident that recommendations from the previous SIBD Annual Report and also the Accessibility Assessment had been implemented. This included removing fencing and hoardings as soon as practicable, implementing a consistent signage strategy, implementing loading zones for businesses and clean windows with less dust present. The site was clear of obstructions and traffic controllers were in place at crossings.
Figure 2: Pedestrian counts at several locations around the Te Waihorotiu site January 2021 to May 2024
Annual Report
Te Waihorotiu Station
The site walkover included the Te Pūkaki public information hub which has been relocated to Victoria Street.
Photographs of the site are included in Appendix B.
19 | 2023-2024 SIBD Annual Report - Te Waihorotiu Station
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 through the construction works whilst also making it easier for teams to deliver projects whilst mitigating impacts on the community.
5.1 Site Audits
5.1.1
Weekly Site Audit
The Te Waihorotiu site team undertake weekly audits of the Te Waihorotiu Construction area, broken down into four separate zones; Southern, Central, Victoria Street, and Northern zones to achieve a more site-specific, focused audit. Audits involve a walkover of each zone by a Communications and Engagement team member, to assess the quality of the environment adjacent to construction and ensure it is kept to a high standard. Any issues raised by the affected community can also be observed and responded to.
Issues raised 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 (i.e. if a business has moved location).
• Cleaning Perspex windows on hoardings that have been dirtied by dust.
• Graffiti removal and general safety.
• Window cleaning for ground floor businesses on Victoria Street and Albert Street.
• Taking down noise mats following completion of noisy works.
• Sweeping of pedestrian areas and removal/covering of trip hazards.
Weekly site audits are used to enable issues to be proactively managed and addressed efficiently to maintain the environment around the site.
5.1.2 Be Lab Midtown Interim Report
Another accessibility assessment was carried out on 18 January 2024 by Be Lab to identify accessibility and safety issues for pedestrians surrounding the Te Waihorotiu Station works, which also assessed the changes since the previous assessment on 27 June 2023 The report identified that good controls were in place to ensure accessibility around the site. Specifically:
• The pedestrian signage along the access route was visible and sufficient.
• Signage was available for shops that are not visible due to construction works.
• Improvements to the accessibility compared to the previous accessibility assessment were recognised.
• Effective use of Tactile Ground Surface Indicators (TGSI) were noted.
• Proficiency of the traffic controllers was noted as commendable, including access for people requiring support and general management of pedestrians in high-risk areas.
In some instances, temporary ramps were a concern for visibility and effective functionality.
Further recommendations were made to improve the overall safety and accessibility of the site such as providing signage to warn pedestrians of high noise level areas, avoid placing signage on road cones and reviewing the positions of all pedestrian signage to make it easier to read or locate.
Following the accessibility assessment changes were implemented to meet the recommendations
5.2 Proactive Development Response Measures
Link Alliance has implemented a range of additional measures to mitigate impacts on the affected community. These measures have been informed by communication and engagement with stakeholders and the affected community and is regularly reviewed and updated based on feedback from community and stakeholders. Examples of proactive measures are below.
Proactive engagement with stakeholders about construction activities
• Early works notifications
• Discussing timing of works and the overall streetscape reinstatement process with local business owners
• Proactively managing expectations and timeframes for work completion – using tools such as a milestone tracker and CLG briefings.
• Delivering what we promised to deliver (e.g. concrete pours and opening business accessways on agreed times and dates).
In agreement with the construction team, each zone was split up into subsections to develop a tool for subcontractor planning. Details for each subsection included:
• Business Name
• Business Address
• Business Opening Days and Hours.
• Opportunities identified (e.g. if closed on a certain day, to install pavers in front of their door that day).
• Ideas identified (e.g. analysing info about the whole section, when would be a good time to pour a concrete block )
• Peak times for the business – e.g. deliveries, lunch rush etc
• Other notes - e.g. loading requirements.
• Reference photos of each door also taking note of any fire doors, bin collection points, carpark entry/exit, fire hydrants and so on.
Wayfinding/Behaviour Change
• Custom signage for each business during streetscape works
• Reduced scrim and hoarding during streetscape works
• Used ‘basil’ garden scrim to soften the area
• Landmarks added to wayfinding (e.g. Sky Tower, public toilets, etc)
• New ‘Shops Open’ scrim developed.
• Minimise signage clutter across site where possible.
• Refreshing directional street signage.
• Dedicated wayfinding for local businesses i.e. Wilson Carpark.
• Special event promotions such as FIFA Women’s World Cup bunting around Victoria Street
Activations & Placemaking
• Te Pukaki info centre relocated to Victoria St/Federal St
• New Auckland’s Future In Progress (AFIP) streetscape scrim
• Mother's Day activation
• King’s Birthday activation
• Monthly public tours
• Art in the City 2023 – worker and business photoshoot
• Auckland Festival of Photography collaboration with local businesses.
• Supported Heart of the City *(HOTC) Restaurant Month.
• Supported Mexican Café 40th Birthday in collaboration with HOTC.
• Supported Midtown Street Party in collaboration with Auckland Council.
• Free kawhe (coffee) for Te wiki o Te Reo Māori Māori Language Week
• Supported New Year’s Eve fireworks for the city.
Strategic Operations
• Additional flood lighting and under canopy lighting.
• CCTV and liquor ban signage around the site.
• Solid hoardings removed
• Mirrors installed at corners to provide better lighting and visibility
• Installed additional temporary public street bins
• Relationship continues with city centre security, local police, Auckland Council and Heart of the City to support safety in the city centre and own security provider
• Good Neighbour awards presented to workers at toolbox with a local voucher as a thank you.
Business support
• Link Alliance Small Business Support Programme, which provided affected businesses with an opportunity to receive strategic advice from an independent business connector. This is paired with a microgrant to help the business adapt and innovate in response to construction. The microgrant support amount was $3,000 in 2023.
• Promotion of local businesses through the project’s media channels, e.g. Facebook, internal communications (newsletters and toolboxes) and the station’s monthly email newsletter to stakeholders included Win Win Wednesday Campaign.
• Procuring local where possible (e.g. local printers, local cafes for Link Alliance catering.)
• Purchase food and coffee vouchers for the community.
• Holding CLG meetings at local businesses.
• Providing free night-time parking for customers of Victoria Street eateries at Atrium carpark.
• Printing and placement of custom business signage across the site.
• Providing temporary loading zones where possible for local businesses and working with businesses to coordinate larger deliveries.
• Underground site tours for local business owners to show them the works being undertaken to provide greater understanding of the project and construction works.
22 | 2023-2024 SIBD Annual Report - Te Waihorotiu Station
• Partnered with Heart of the City on running competition give-a-ways sponsored by Link Alliance e.g. Win an underground tour of the CRL, Mexican Café 40th Birthday and Restaurant month
Thinking outside the box – construction delivery
• Trialling flood-lights across the site (to replace strip lights).
• More temporary bins with a locked padlock to enable them to move around site.
• Visibility – stripped back the hoardings and scrim as soon as practicable. Installed more business signage for visibility.
• Anti slip doormats purchased and provided for local businesses.
• Translator available for local businesses whose first language was not English.
5.3 Quarterly Survey
Link Alliance conducts a quarterly stakeholder satisfaction survey via Survey Monkey. The online survey is sent to stakeholders and is open for two weeks. Link Alliance encourages stakeholders to take part through its regular communication channels
The survey seeks feedback on recent experiences engaging with Link Alliance and how effective the Link Alliance is at communicating and responding to complaints and feedback. The survey specifically asks if stakeholders have enough information about the project and its potential effects. The survey also asks about the 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 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 response to survey feedback in 2023/24 include:
• Additional lighting and safety signage has been installed alongside security guard patrols
• Extra public rubbish bins were installed which also displayed the Keep NZ Beautiful logo in English and Te Reo Māori
• Loading zone improvements
• Win Win Wednesdays was continued and expanded to free Friyay Kawhe (coffee)
• Small Business Support Programme
• Regular community activations
• Site improvements such as removing solid hoardings and providing additional business signage
• Ensured the Te Waihorotiu Station public milestone tracker is always up-to-date on the CRL website and showcase progress even further to directly affected stakeholders (especially those ‘hidden’ underground)
• Reminded site staff to ensure noise protection is installed at all times during noisy works
• Reviewed consistency of communications from the station team, especially providing clarity about the difference between Link Alliance construction work and other construction work in midtown.
• Continued improvements to site wayfinding.
6 Overview of Matters Raised by the Community
6.1
Overview
In accordance with Section 9.2 of the Te Waihorotiu Main Works SIBDDWP (and CRL designation condition 17) the Te Waihorotiu 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 Link Alliance has responded to alleviate those issues
6.2 Complaints
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.
6.2.1
Summary
For the current reporting period 1 April 2023 to 31 March 2024 there were a total of 67 complaints.
The average time taken to resolve a complaint was approximately 0.78 days, however the complaints varied in complexity and mitigation required. For certain issues meetings were required to resolve issues or additional signage implemented or a clean-up to occur which required additional time to implement.
In some instances, complaints related to ongoing construction works. These complaints were responded to and where practical corrective actions were implemented, or explanations were provided on the nature of the constructive works and associated impacts. 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 to address the complaint, however ongoing noise and business disruption impacts that will continue for the duration of works.
6.2.2 Complaint by Impact Theme
Between 1 April 2023 until 31 March 2024 there were a total of 67 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.
• 32 complaints were received in relation to noise and vibration impacts from the Project.
• 37 complaints were received in relation to business disruption impacts from the Project.
• 26 complaints were received in relation to impacts to access and parking from the Project.
• 9 complaints were received in relation to impacts to amenity including lighting impacts from the Project.
• 2 complaints were received in relation to impacts to servicing and deliveries.
• 15 complaints expressed concerns over safety.
• 7 complaints were received in relation to visibility and wayfinding.
• 7 complaints expressed concerns about how the construction works and construction timing were communicated to affected parties.
• 8 complaints were received in relation to air quality impacts from the Project.
• 1 complaint was received in relation to lighting impacts from the Project.
A comparison has been made between complaints received in 2022/23, 2021/22 and 2019/20 to identify changes in those impacts reported over time. Overall, the number of complaints has reduced over time with 102 and 159 in 2019/20 and 2021/22 sequentially, then both in 2022/23 and this year 67 complaints
The comparison below shows that noise and vibration and business disruption continue to be the most reported complaints. There has been an overall increase in a majority of complaint themes since the previous year, most notably access and parking and safety, but there have also been increases in the themes of business disruption, visibility and wayfinding, communication, air quality, and amenity. Noise and vibration has decreased and the others have remained either the same or one less than last year.
2022/23 2023/24 % complaints noise and vibration business disruption access and parking amenity servicing and deliveries safety visibility and wayfinding communication air quality lighting
2019/20 2021/22
6.2.3 Method of complaint
The majority of complaints continue to be received from businesses (88.1% of complaints in 2023/24 compared to 91.0% of complaints in 2022/23). There was the same proportion of complaints from residents (6.0% of complaints in both 2022/23 and 2023/24) and members of the public (3.0% of complaints in 2022/23and 2023/24).
Table 5: Type of stakeholder reporting complaint
Figure 3: Construction Works – Complaints by Impact Theme
In 2023/24 the majority of complaints were provided by email (67.6%) and phone (17.6%). Some complaints were received via informal meeting (11.8%). There was a reduction in the number of complaints received by phone compared to 2022/23 but returned to similar levels that were seen in 2021/22 and 2019/20.
Table 6: Method of receipt of complaint
7 Link Alliance Response to Matters Raised by the Community
This section outlines the type of complaint received and summarises the mitigation measures the Link Alliance used in response to the complaint. It is acknowledged 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.
7.1 Noise and Vibration
The complaint register recorded 32 complaints in relation to noise and vibration impacts from Construction Works. This was the second most common complaint received.
Noise and vibration complaints were mostly in relation to disruptive impacts from noisy construction activities impacting amenity and business, and also the timing of these works (i.e. early morning and/or night). The range of mitigation measures Link Alliance has used to resolve / respond to complaints are provided in Table 7 below.
Table 7: Link Alliance response to noise and vibration complaints
Nature of complaint
• Construction noise disrupting local businesses.
• Vibration being felt within a neighbouring building.
Summary of mitigation methods used
The construction team ceased the disruptive noisy works and completed a ‘Take 5’ card
Site specific mitigation options were investigated for example installing additional noise mats, using hand tools when possible, and additional hoardings.
A back to basics toolbox session was held. Checked mitigation measures were in place and operating as expected.
Provided an update on the timeframes for noisy works or arranging for works to be completed at certain times of the day to reduce disturbance
The stakeholder was contacted and advised about the mitigation measures deployed and informed of a timeline on when works will recommence and be completed.
The affected stakeholder was contacted and informed about the type of construction occurring, why it was needed and expected duration.
The activity was checked with the Environmental Advisor including reviewing the vibration monitor readings.
The Development Response Manager arranged with the construction team for these works to take place outside of lunch hours and ensured all mitigation measures were in place.
• Disruptive noise from construction activities occurring either early in the morning or night
Investigated and established what noisy works were taking place early morning or late at night.
The affected stakeholder was contacted, apologised to and advised of detailed upcoming works information and that the site setup would be improved.
Briefed subcontractors and advised them of Link Alliance’s obligations and project standards. No noisy activities to occur prior to 7am or late at night
7.2 Business Disruption
The complaint register recorded 37 complaints received in relation to business disruption impacts which was the greatest complaint received.
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 7.1), 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 8 below.
Table 8: Link Alliance response to amenity and customer / business disruption complaints.
Nature of complaint
• Lack of wayfinding signage
Summary of mitigation methods used
New signage commissioned and installed.
Win Win Wednesday activation was offered to businesses Changes to location of signage agreed to improve business visibility and wayfinding.
• Utilities affected by works Confirmed when the Vector emergency response team was on site to repair gas pipe.
The stakeholder was contacted by the C&E Advisor regularly during the day and confirmed when they could turn on the gas in time for their lunch service.
• Rubbish building up inside the building Advisor contacted the stakeholder immediately to establish more details about the issue.
A plan was created for the rubbish to be removed safely.
A Green Gorilla rubbish skip was provided by Link Alliance as a goodwill gesture.
The stakeholder was kept informed of the progress on the plan.
7.3 Access and Parking
The complaint register recorded 26 complaints in relation to impacts to access and parking as a result of the construction works.
These complaints were predominantly in relation to pedestrian access to businesses due to the construction works, illegal parking particularly in public loading zones and traffic management
causing issues. 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 works impacting access to businesses.
Summary of mitigation methods used
The C&E Advisor visited site and added some additional wayfinding to help mitigate the effects of the new temporary (but necessary) pedestrian diversion.
The C&E Advisor also offered the business a new Win Win Wednesday activation as part of the business support programme.
7.4 Amenity, including Air Quality and Light
The complaint register recorded 9 complaints in relation to amenity and 8 complaints in relation to air quality (dust and odour) and 1 complaint in relation to lighting impacts from the Construction Works.
Amenity impacts included accumulation of dust and dirt from construction works alongside messy looking construction areas.
Air quality impacts were predominately from dust impacts from Construction Works. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 10.
Table 10: Link Alliance response to complaints about air quality.
Nature of complaint
• Dust from construction activities disrupting businesses.
• New streetlight will obstruct their business signage and ruin the outdoor balcony dining experience due to light bleed and obstructing the view.
• Kingston Street being used as a messy storage area rather than a work site.
Summary of mitigation methods used
Complaint investigated and cleaning was arranged Development response manager re-sent earlier notification about the works causing dust and explained the streetscape programme in more detail and what to expect. Details on dust management and consent conditions were explained and will be adhered to and monitored closely. A range of business support measures were also outlined including Win Win Wednesday, Small Business Support Programme and regular shop window cleaning. Customer engaged with the support programmes on offer.
Affected stakeholder was contacted and informed that this was being escalated to the design team
The light pole was unable to be moved however a modern LED luminaire will be installed to reduce light spill into the outdoor dining area.
The stakeholder was satisfied with the escalation action.
Community Manager investigated Kingston Street and advised that further works are starting up soon in this location.
In the meantime, it was arranged with the site supervisor to clean up the area and improve the look and feel of it too.
7.5 Servicing and Deliveries
The complaint register recorded 2 complaints in relation to impacts to servicing and deliveries.
These were in relation to the lack of loading zones to enable deliveries. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 11 below.
Table 11: Link Alliance response to complaints about impacts to servicing and deliveries
Nature of complaint
• Lack of access for deliveries and servicing for residents living on Kingston Street.
7.6 Safety
Summary of mitigation methods used
Complaint investigated and issue addressed by creating a delivery/loading area as requested.
Affected stakeholder was contacted and informed about how the Link Alliance responded to the complaint.
The complaint register recorded 15 complaints in relation to health and safety concerns due to the Construction Works. Complaints were predominately in relation to no traffic management being in place. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 12 below.
Table 12: Link Alliance response to health and safety complaints.
Nature of complaint
• Traffic Management considered not to be appropriate
• Consideration that the footpath design was flawed particularly in relation to the pram crossing
7.7 Visibility and Wayfinding
Summary of mitigation methods used
The stakeholder was thanked for bringing this to attention and the TMPs were reviewed, including reminding Traffic Controllers of their responsibilities.
Stakeholder contacted and reassured that the TMP was being implemented correctly and safely.
The stakeholder was contacted and it was explained that all footpaths are designed and built in accordance with CRL minimum requirements and the Auckland Transport Code of Practice.
The complaint register recorded 7 complaints in relation to impacts to business visibility and the ability for people to guide their way through the construction environment.
Complaints were predominately related to the location of traffic / pedestrian diversions and how it was difficult to locate and access business and amenities. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 13 below.
Table 13: Link Alliance response to visibility and wayfinding complaints.
Nature of complaint
• Lack of wayfinding/signage to and outside their shop
Summary of mitigation methods used
C&E Advisor went to site to review the issue
Promotional business posters and wayfinding was installed on site.
Photographs were sent to the stakeholder to show what had been implemented.
7.8 Communication
The complaint register recorded 7 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 timings. Mitigation measures Link Alliance utilised to resolve / respond to complaints are provided in Table 14 below.
Table 14: Link Alliance response to complaints about project communication
Nature of complaint
• Lack of communication in relation to upcoming works programme.
Summary of mitigation methods used
Contacted stakeholder to confirm that detailed works information is provided on a weekly basis (weekly works lookahead) along with a weekly in-person site meeting. Long-term programme information is not yet confirmed at this stage due to ongoing changes associated with Environment Court proceedings, but the stakeholder would continue to be updated as an when it was confirmed.
8 Feedback Received
This section provides an overview of the feedback received from the following engagement activities:
• Interviewing the Te Waihorotiu Station Community Manager and Development Response Manager.
• Heart of the City (HOTC) interview.
• Feedback during the most recent CLG event.
• Feedback on a draft version of this Annual Report.
8.1 Feedback from Community and Development Response Managers
An interview and site walkover were undertaken with the Te Waihorotiu Community Manager (Shaun Sutton) and Te Waihorotiu Development Response Manager (Nicole Borland) on 30 July 2024. The purpose of this interview was to understand the predominant issues raised by the community, and how Link Alliance has responded to those issues. The following outlines the key items raised during the interview:
• The streetscape works created disturbance for stakeholders, impacted access to properties and created noise and dust in close proximity to businesses. However, access to properties was maintained during the streetscape works.
• Commissioning and installation of new signage has assisted in helping to address issues raised around business visibility. This includes the use of flags to help locate businesses along Albert Street.
• Removing the solid hoardings had been positively received and fewer complaints have been received about wayfinding. The site is more open and easier to navigate.
• Changes in hoardings has also resulted in better visibility and improved safety. Improved safety was also supported through a collaborative approach with HOTC, City Mission, Auckland Council, Prestige Security, Māori Wardens and NZ Police through meetings and site visits.
• The Small Business Support Programme continued to receive positive feedback with Auckland Council implementing the same programme across the adjacent Te Hā Noa (THN) site.
The interview was followed by a site visit. During this time, Shaun Sutton (Te Waihorotiu Station Community Manager) and Nicole Borland (Te Waihorotiu Station Development Response Manager) pointed out the range of mitigation measures around the construction site. Site photographs are outlined in Appendix B.
8.2 Community Feedback on Business Disruption
8.2.1
Heart of the City
Heart of the City (HOTC) is the business association that represents businesses in Auckland’s city centre, including those surrounding the Te Waihorotiu Station construction area. HOTC was invited to provide feedback on Link Alliance’s work over the past year – including through review of the draft Social Impact and Business Disruption report.
HOTC advised it continues to find the Link Alliance Team to be responsive to needs/issues raised that can be easily addressed. HOTC noted that Link Alliance also continues to support businesses surrounding the works with localised business support initiatives such as voucher purchases, giveaways and the ongoing business support programme (that now extends through to the wider midtown area as part of Auckland Council’s business support programme).
In addition, HOTC noted three key issues that remain of particular concern:
• Concern about eligibility criteria of City Rail Link Ltd’s Targeted Hardship Fund (its eligibility criteria are set by project sponsors).
• Concern about servicing and loading provision for businesses (this feedback has been passed to Auckland Transport).
• Concern about integrated planning of construction projects in the city centre and midtown areas (this feedback has been passed to Auckland Council).
These issues are not within the direct scope of the Link Alliance so are not included in detail in this report. However, these concerns have been passed onto the relevant agencies.
8.2.2 CLG Feedback
There were a total of three CLG events between April 2023 and March 2024 relating to the Construction Works. CLG presentations and minutes are publicly released and available on the CRL website5 .
Key issues raised by attendees of the CLG were in relation to a range of issues including:
• Request for more greenery as part of the streetscape works.
• Loading zones post-construction - will loading zones be in close proximity to businesses and account for tourist buses, heavy goods and elderly business operators / residents?
• How many bus stops will there be and where will they be located?
• Where will the bike stands be located?
• The footpaths seem too steep and may be a hazard for prams and stormwater – will these be reviewed?
• Consideration that the finished streetscape is not looking as nice as how they were originally presented
• Will it be possible to undertake outdoor dining with wider footpaths?
• What is the likely pedestrian diversion routes during construction?
• Will there be clearer signage for any upcoming pedestrian diversions?
8.3 CLG Feedback on the Annual Report
The results of the information gathering exercise were presented at a CLG drop-in session on the 15 October which was promoted via email and within the station newsletter. Opportunity was provided for feedback and questions or concerns at the drop-in session or via email No comments were received directly in regard to the SIBD report or its findings however during the drop-in session and a subsequent email, the following comments were provided:
• A query around when the Information Centre container would be removed as it was considered to be blocking the sight line to a Victoria St business and potential patrons
• Agreement that lack of loading zones was a particular issue especially for hotel guests and tradies having to carry heavy equipment. It also created issues with rubbish trucks and general deliveries blocking the road.
• Consideration that construction noise was being handled well with a continual reduction.
• Alternative views were raised that construction dust and noise has been a constant and disruptive presence, significantly impacting the ability to conduct business and creating an unpleasant environment for staff, guests, and tenants.
• One piece of feedback was provided that sometimes construction team members create an unprofessional and unpleasant environment for surrounding businesses by how they conduct themselves on-site.
• One concern was noted around the communication and information provided by Link Alliance. Communication regarding upcoming works was considered to be unreliable and mostly misleading, leading to operational challenges and a breakdown of trust. Updates and consultation were considered to provide little to no useful information and the constant delays in the completion and commencement of activities are not communicated effectively.
The draft report was made available for comment following the CLG drop-in session. No comments were received.
Figure 4 Information Centre container on the intersection of Victoria Street and Federal Street
9 Recommendations
Following a review of the matters raised by the community, via CLG, the interview with the Link Alliance’s Community Manager and Development Response Manager for Te Waihorotiu and a review of the complaints register the following recommendations are made:
Business Disruption and future works in the area
There is continued business disruption due to the work happening in the area not only from Link Alliance construction but also from Auckland Council and Midtown works. This creates stress and frustration for businesses in the area so communication and updates will be important to provide some certainty on timescales and awareness.
It is recommended the Link Alliance:
• Continue to work with Auckland Council in the Midtown area to coordinate works and ensure consistent messaging across CRL and Te Hā Noa projects.
• AT to continue to provide regular updates at CLG meetings to provide information in preparation for the handover of assets.
• Link Alliance continues to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the Communication and Consultation Plan (CCP). It is recommended that these could be in the form of one-to-one meetings, Business Forums or CLG meetings.
• Link Alliance to provide regular information updates on the upcoming works through a variety of communication channels, including:
• Emailed work notifications and work updates
• Monthly newsletter.
• Printed collateral.
• Continue to provide project updates on construction works, the mitigation and construction management techniques Link Alliance has put in place, and the residual impacts that the community may experience.
Noise & Vibration
Noise and vibration was the second most common issue raised in the complaints register however there was a large reduction in the number of complaints from the previous year. These complaints were mostly in relation to disruptive impacts from noisy construction activities impacting amenity and businesses.
It is recommended the Link Alliance:
• Continue to educate workers on good neighbour behaviour including minimising noise and vibration through toolbox talks and at construction meetings
• Undertake noise monitoring onsite in conjunction with Environmental compliance team
• Issue communication material to explain the nature and timing of noisy work to the affected community
Wayfinding / Loss of foot traffic
The location of hoardings, lack of wayfinding and business signage in some areas, and how easy it is for visitors to navigate the site is still a key issue.
It is recommended the Link Alliance:
• Remove fencing and hoardings as soon as practicable (i.e. once safe and plant and equipment has been removed) to provide better visibility and access for businesses.
• Continue to implement a consistent signage strategy to assist with wayfinding and loss of visibility.
• Continue to implement the accessibility audit’s recommendations.
Access and Parking
The location of loading zones and their proximity to businesses can result in business disruption impacts associated with missed, delayed or difficult deliveries.
It is recommended the Link Alliance:
• Continue to work with AT on wider plans and policies for loading zones to support businesses in the Te Waihorotiu construction area.
• Continue to review the feedback and ongoing options for loading zones following the completion of the construction works and identify any practicable measure that can be provided to meet the needs of the local businesses and residents.
Air Quality and Amenity
Businesses noted the impact of litter and dust around their shops, hotels and restaurants and how this detracts from the amenity and air quality of the area.
It is recommended:
• At least weekly site audits continue to be undertaken to combat concerns of litter and dust.
• Ensure regular window cleaning is undertaken and follow up with businesses once carried out.
• Ensure dust mitigation procedures are followed in accordance with the DWPs.
10 Conclusion
This Annual Report confirms that the range of mitigation measures (as outlined in the SIBDDWPs prepared for the Te Waihorotiu Station Construction Works) have been implemented to manage construction impacts upon the public and affected community.
Feedback and information, including complaints received, site audits, concerns raised during interviews and CLG meetings, have been used to review the effectiveness of the range of SIBDDWPs mitigation measures that have been implemented to manage construction impacts for the affected community, including businesses and residents, within the Te Waihorotiu Station area.
Key findings are identified below:
• Weekly site audits continued to be used to proactively manage minor construction issues around the site.
• A further accessibility assessment was carried out (since the previous one in June 2023) to identify key areas that require attention as they have a direct impact on either the safety and/or usability of the public areas for people with access needs. The recommendations made in this report were used to improve accessibility and user experience around the site.
• A range of proactive development response actions have been undertaken including:
Implementation of recommendations of improved wayfinding signage at key locations around the site
Business support through competitions such as ‘Win Win Wednesday’, promotion of local businesses, use of local procurement, small business support programme, business signage and visibility and ensuring loading zones are available for businesses
Proactive engagement with stakeholders
• The majority of complaints received were in relation to disruptive impacts from business disruption, noise and vibration and access and parking.
There has been progress on recommendations from the 2022/2023 report, namely:
• Enhancing the area to encourage footfall and in turn people accessing businesses in the vicinity
• Continuing to work with AT on parking enforcement in the area and loading zone capacity for local businesses/residents
• Worked directly with stakeholders and construction team on preferred working hours
• Simplified the engagement about streetscape reinstatement process for local businesses
Additional recommendations for Link Alliance have been made in this report include:
• Continue to implement the accessibility audit’s recommendations.
• Continue to engage with the affected community and provide information on the nature of upcoming works, planned mitigation measures and construction management techniques to manage construction impacts, and residual impact the community may experience.
• Continue to review the feedback and ongoing options for loading zones following the completion of the construction works and identify any practicable measure that can be provided to meet the needs of the local businesses and residents.
• Continue to work with Auckland Council in the Midtown area to coordinate works and ensure consistent messaging across CRL and Te Hā Noa projects.
The Link Alliance should continue to implement the range of mitigation measures identified in the SIBD DWP and associated DWPs. 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. The Link Alliance should, 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 in the below Table.
Recommendation
Wayfinding/Loss of foot traffic
• Remove fencing and hoardings as soon as practicable (i.e. once safe and plant and equipment has been removed) to provide better visibility and access for businesses.
• Continue to implement a consistent signage strategy to assist with wayfinding and loss of visibility.
• Undertake a new accessibility audit to ensure recommendations from the previous audit are being effectively implemented.
Observation
Te Pukaki is back
• Re-established Te Pukaki Public Information Centre on Victoria/Federal St
• Continued monthly public tours departing from Victoria St and provide all attendees with a voucher for a local business.
• Launched a range of activities and activations at the public information centre.
New Win Win Wednesday campaign
• The purpose of the Win Win Wednesday campaign was to encourage repeat business from new or existing customers. As the fences moved around the construction site we did not want pedestrians to be put off by the area. 22 local businesses on Victoria Street have taken part to date. $300 was offered to local businesses from Link Alliance. Examples have been first 20 customers will receive a voucher towards their next visit. The local business was also featured on the CRL social channels and the station’s monthly newsletter.
Site improvements
• Enhancing the area to encourage pedestrian footfall (i.e. supporting local businesses, trialling new scrim ‘basil’ to make the business accessway points more attractive and ensuring visibility)
• Dedicated business scrim, wayfinding, flags
Access and parking
• Continue to work with AT on wider plans and policies for loading zones to support businesses in the Te Waihorotiu construction area.
• Continue to receive and respond to feedback on loading zones and identify any practicable measures that can be implemented to address this feedback.
• Review complaints with the authors of the TAP DWP and identify practical measures to re-provide or to provide communication on alternative loading areas or arrangements.
Noise and vibration
• Continue to educate workers on good neighbour behaviour including minimising noise and vibration through toolbox talks and at construction meetings.
• Undertake noise monitoring onsite in conjunction with Environmental compliance team.
• Additional lighting installed under the canopy on Victoria Street and flood lights installed to ensure the area was well lit at night.
• Accessibility and wayfinding audit was conducted in collaboration with Auckland Council and with Te Hā Noa neighbouring project on Victoria Street.
• Removed hoardings as soon as it was practicable and safe to do so.
• Reduce fences as areas were complete and able to be opened up.
Events
• Joint collaboration with Heart of the City i.e. Mother’s Day,
Auckland Photography Festival, Art in the City
Auckland Council/Auckland Transport
• Ensured Council representatives attended CLGs to provide update on any plans in the area – e.g. Midtown Street Party
• Continued to work with AT on parking enforcement in the area to ensure enough available loading zone capacity for local businesses/residents
• Provided temporary loading zones for local businesses to use during construction
• Worked with the traffic team to help local business owners with providing a space if they had large stock deliveries
• Continued to educate workers on noise and vibration through toolboxes and at construction meetings with the environmental advisor
• Attended noise monitoring undertaken onsite, in conjunction with environmental compliance team
• Ensure construction works are undertaken in accordance with the designation conditions and as set out in the Construction Noise Vibration Management Plan Condition. This should include a review of noise complaints by the CNVMP authors to ensure that construction noise is being effectively mitigated.
• Issue communication material to explain the nature and timing of noisy work to the affected community.
• Refreshed Good Neighbour posters rolled out across site and presented awards to team members
• Notified stakeholders in advance of noisy works
• Worked directly with stakeholders and construction team on preferred working hours, which were captured into the stakeholder database
• Increased supply of noise mitigation measures such as noise mats
• Information about noise and vibration expectations and controls included in the Site-Specific induction for all new crews.
• Daily site checks during streetscape works.
• Re-positioning noise and vibration monitors according to construction programme.
Amenity
• Ensure regular window cleaning is undertaken and follow up with businesses once carried out.
• Continue to monitor depositional dust in accordance with the DWPs.
• Worked with construction and environmental team around any complaints about dust
• Ensured dust mitigation controls were in place
• Educate and refresh workers at toolbox around dust controls
• Regular window cleaning was organised by Link Alliance
• Worked with environmental team to relocate the dust monitors to reflect construction programme.
• Dust inspections were completed when alerted by the dust prediction tool.
• Environmental and stakeholder team attended pre-starts and toolboxes to increase house-keeping when necessary
• Updated the site specific induction for Te Waihorotiu around dust controls and mitigations
• Graffiti cleaning on a daily basis and also cleaning of the Perspex windows in the hoardings for any dust
• Anti slip doormats purchased and provided for local businesses during streetscape to stop dust/dirt going into their business.
Uncertainty about the future
Link Alliance continues to engage with the community and develop relationships with key stakeholders through the various engagement tools outlined in the CCPs. It is recommended that should include:
• An information sheet to provide information on the upcoming works
• The mitigation and construction management techniques Link Alliance has put in place
• The residual impacts that the community may experience and
• Contact detail of the Community manager.
Present to the CLG on:
• the engagement undertaken in relation to the streetscape works and station complex
• provide project updates on construction works, the mitigation and construction management techniques Link Alliance has put in place, and the residual impacts that the community may experience.
AT to provide a regular update at CLG meetings to provide information in preparation for the handover of assets. This will also help build a relationship between AT and the community in advance of station handover by Link Alliance.
• More temporary bins with a locked padlock to enable them to move around site
• Included FIFA Women’s World Cup bunting around construction fences with number of visitors increased around the site to make the area more appealing for international visitors.
• Continued to take business owners and stakeholders underground for an exclusive tour on what is happening under their feet underground.
• CLGs continue on a quarterly basis with attendance of local Council Controlled Organisations including Local Board, Auckland Council and Auckland Transport.
• Ran the SBSP (Small Business Support Programme) with external provider looking at ways the business will operate post completion of streetscape
• Simplified the engagement about streetscape reinstatement process for local businesses
• Collaborated with Auckland Council and Heart of the City on outdoor dining for completed areas on Victoria and Albert St
Victoria Street in particular presented itself with a number of challenges with concrete door pours, including businesses operating different hours (some even 24/7) and some premises only having one door for access/egress.
Each section was looked at very closely to get to the final concrete pour up to the shop boundary, ultimately to get the best outcome for the stakeholder without compromising the construction programme. Thinking outside the box and coming up with solutions in the planning phase made the concrete pour process seamless.
Continue to work with Auckland Council in the Midtown area to coordinate works and ensure consistent messaging across CRL and Te Ha Noa projects.
Consider how Link Alliance can best support AT and Auckland Council in activating the urban realm prior to CRL and Te Ha Noa streetscape works concluding.
SIBD Annual Report - Te Waihorotiu Station
Appendix B: Site Photos
These photos were from the site walkover over on 30 August 2024.
Figure 5 Wayfinding and hoardings around the site.
Figure 6 Te Pūkaki information hub on Victoria Street provides resources for the public and images and videos on the CRL Project
Figure 7 Victoria Street footpath works
Figure 8 Example of temporary Tactile Ground Surface Indicators
| 2023-2024 SIBD Annual Report - Te Waihorotiu Station
Figure 9 The Victoria Street and Albert Street crossing following works with the station in the background
Figure 10 Te Waihorotiu Station in progress
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 ISC credits related to effective communication (Sta-3) and addressing community concerns (Sta-4).
10.1 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 Te Waihorotiu 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 Te Waihorotiu 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 Te Waihorotiu 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 to recognise that engagement will be ongoing.
Engagement method Implementation Example
One to one meetings
Works notification and works updates
Courtesy visits, complaint discussions/updates and project progress meetings are undertaken with businesses where requested, to provide an update to works or to address concerns or complaints.
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.
Local drop-in sessions
Information sessions and site tours are advertised via the monthly Te Waihorotiu Station newsletter distributed to over 1000 members and are open to the public.
Information sessions and site tours are held within the Project area on a regular basis.
An information centre is also located on Victoria Street which provides information and a contact point for the community.
Stakeholder complained in regard to the site being unwelcoming and ongoing noisy works.
Onsite meeting was held with the stakeholder where issues were discussed, and a number of on-ground changes were identified which could be implemented to address issues.
Examples of work notifications include:
• On 17 March 2023 Link Alliance provided a works update on the passenger concourse level and an indication of what was expected next “ …the team is now well into installing the concourse ventilation system, known as the OCE. These steel support frames will run along the full length of the 250m concourse level. Eventually the OCE will connect with the OTE duct line on the station’s platform level below. We are also excited to be preparing for the firs station lift installation happening very soon ”
Examples of drop-in sessions include public site tours and regular site information sessions held at Te Pūkaki Information Centre. Examples of sessions are shown below:
Monthly email newsletters
On-site signage for key traffic shifts
Monthly email newsletters are distributed to all stakeholders on the mailing list maintained by Link Alliance. Newsletters are also made available online.
Project update information sheets
Monthly newsletters include updates on station progress, events and activation occurring and promotion of local businesses. Example of the monthly newsletter:
An updated independent accessibility audit was undertaken in January 2024
Following the audits several changes were implemented by Link Alliance, including reducing cluttered signage and pink arrows and simplifying wayfinding and where possible, improving visibility into site (e.g. Perspex windows, open fences) to help build public understanding of construction progress.
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:
Example of wayfinding signage
Digital communications including website updates and social media updates
The Link Alliance website is updated regularly
The update provides an overview of why the closure is required, what the impacts are for users, and what alternatives are in place. The update also notes that businesses continue to operate and provides a map for wayfinding.
Digital communication has included short videos of works undertaken at Te Waihorotiu station.
Advertising and campaigns for major traffic shifts.
Advertising for major traffic shifts has been undertaken using multichannel communication which included posters, updates, newsletters and on-site signage.
Examples of digital communications include:
• On 15 December 2023 Link Alliance provided a social media update which contained an update on the last major milestone for the year, the re-opening of Victoria street 2-way vehicle traffic
• On 21 February 2024 Link Alliance provided a website update that Auckland’s City Rail Link project has completed installation of the second and final railway line below the central city. Shifting the focus to train testing and fit out.
•
Examples of advertising and campaigns include:
• On 30 June 2021 Link Alliance reminded the public of a major traffic shift. In summary, it stated “ A reminder that the Victoria Street and Albert Street intersection has closed temporarily for around two years to enable our work on the new mid-town [Te Waihorotiu] station.”
In addition to the CRL website, email notifications, and newsletters the Link Alliance provides information via an 0800 number, information centre, Community Liaison Group and quarterly stakeholder surveys.
A fitted-out container has been erected on Victoria Street as an information centre for Te Waihorotiu Station works. 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 basis6 and will continue to be held on a regular basis throughout the period of Construction Works. The purpose of these meetings was to provide meaningful information to affected parties. In 2023/24 the Community Liaison Group discussed a range of topics including upcoming works and mitigation measures.
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.
10.2 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 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.
6 Meetings were held 29 March 2022, 15 June 2022, 28 September 2022 and 28 February 2023
Page 49 | 2023-2024 SIBD Annual Report - Te Waihorotiu Station
Section 6.2 of this Annual Report has provided an analysis of the complaints register. Complaints have been analysed and categorised in order to understand the most common complaints, where they were received and who made the complaint. The register outlines how each complaint has been responded to, Section 7 of this annual report captures the variety of complaints received and Link Alliances response.
A review of the matters raised by the community indicates that Link Alliance 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.
