What matters most to our stakeholders

Identifying what matters most to our stakeholders

We are responsible to thousands of stakeholders: from our residents and their families, our team, and our shareholders through to our contracting partners and suppliers in all the communities we operate in.

Our influence cascades into the healthcare community, research organisations, the arts, and hundreds of community groups.

We see our residents and their families as our most important stakeholders – they are the reason we exist – and we want to know what is important to them, what we are doing well and where we need to improve.

In the 2020 calendar year, our dedicated resident relations team had more than 15,000 different contacts with our residents and their families through our regular survey activities, and our team members made a further 9,400 welfare calls to check on residents during the various COVID-19 lockdowns. We know that having happy staff is key to having happy residents. We constantly seek feedback from our team members and contractors about what matters most to them. The different platforms we use to engage with our wider team include annual staff and contractor surveys – we undertook more than 10,000 of these last year – weekly team huddles, one-on-one catchups, focus groups in villages and a ‘raise an idea’ platform.

To our residents and their families our team are the face of Ryman. Being where the action is means that our team are idea generators. They always provide feedback on how we can improve on the things we do and how we can innovate to provide even better care. This insight is invaluable to us as we strive to get better.

We listen to our neighbours to make sure we can make positive contributions to the success of the local area. Our team of community relations managers proactively engage with members of the local community to understand what is important to them.

Our dedicated investor relations and corporate affairs managers proactively engage with other stakeholders in New Zealand and overseas including investors, our banking partners, regulators, and government. All of these conversations help us to identify what matters most to our stakeholders.

We are very conscious that investors have a choice about where they invest. We want to make sure that investors are kept informed about Ryman and are comfortable with where they have chosen to put their money and how we operate.

We review and collate the information received from all stakeholders and assess its effect on our ability to create value in the short, medium and long term.

From our discussions, we have identified and grouped the most material issues into five areas. We cover some of these issues in more detail throughout this annual report.

Materiality matrix

STAKEHOLDER IMPORTANCE Resident experience Carbon reduction Staff recruitment & development Communication

Sustainable design Care quality

Health, safety & wellbeing Culture

Community engagement

Water & waste management Capital management

Profitability Market dynamics

myRyman Governance Cyber security

Diversity & inclusiveness Data privacy

Supply chain

Material issues

CARE AND COMMUNITY

PEOPLE

ENVIRONMENT

SUSTAINABLE FINANCIAL PERFORMANCE SIGNIFICANCE OF IMPACT

Resident experience, safety and wellbeing • Care quality and continued innovation • Communication • Sponsorship and community engagement

Health, safety and wellbeing • Staff recruitment, development and happiness Culture of kindness and care • Diversity and inclusiveness

Carbon reduction • Sustainable design • Supply chain and material choice Waste reduction and water management

Capital management • Market dynamics and regulation Growing underlying profit • Corporate governance

TECHNOLOGY myRyman • Data privacy • Cyber security