Tenant and Center Experience

from Regency Centers - 2020 Corporate Responsibility Report

GRI Content Index

Tenant and Center Experience

It is important that our tenants and the communities they serve feel welcome and comfortable at our centers. It is imperative that they are safe and secure.

Our Property Operations teams work diligently to achieve this. Their efforts include ongoing property inspections to identify on-site improvements and manage maintenance, replacements, and enhancements to our centers; as well as annual inspections and reporting, facilitated by Insurance Risk Management.

At Regency, emergency preparedness is also a focus as we know that events beyond our control may impact our centers. We plan and provide for resilience at our properties and ensure our property managers are trained on a variety of issues, including hurricane and earthquake preparedness. When required, proactive measures are taken to educate and inform stakeholders that could be affected by adverse weather or other conditions. In addition, we undertook a comprehensive climate change risk analysis, and the results are informing our strategic planning efforts. Additional details on this exercise are provided in the TCFD section of this report.

Regency’s COVID Response

At the outset of the pandemic we quickly moved to establish Pick-Up and Go Zones, dedicated parking stalls for customer pick-up, enabling our essential tenants to deliver goods and services in a safe and efficient manner. Over a hundred of these zones have been implemented across our portfolio. Our merchants have also worked to implement protocols aligned with the CDC guidelines, as safety is jointly our main priority.

LISTENING TO OUR CUSTOMERS

Our community monitoring plan ensures that we use many channels to engage with and understand our tenants and shopping center visitors.

Tenants have direct contact details for our property managers and in addition, can use a work-order system on our corporate website to advise us of specific needs. Regular tenant surveys are also used to gain further insights into how our centers and engagement can be improved.

Public sentiment is gained from social media platforms such as LinkedIn, Instagram, Facebook and Twitter. Each of our centers has a social media presence through which praise or concerns can be expressed. We also provide contact details at our centers for direct engagement with our operations team.

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667K Visits 4.28 Stars Our team worked tirelessly to support both our tenants and our communities throughout the pandemic with such items as a detailed Tenant Resource Website, a Merchant Success toolkit, appropriate signage and a wayfinding program called “Social Distancing Made Easier” and the installation of Pick Up and Go Zones. In partnership with our tenants and communities, we worked through the challenges of 2020 and our properties not only survived, but thrived.