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ISSUE 13 : APRIL 2017
The voice of the Aspire Team - Bringing our community together
WHAT’S INSIDE
WORKPLACE ISSUES?
WHO YOU ASPIRE PLAYERS OF THE MONTH
March ‘17 See page 10 for more on the winners.
READ MORE INSIDE >>>>
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GONNA CALL? WITH THE ASPIRE HELP DESK OFFERING 24/7 SUPPORT TO THOUSANDS OF LAND SECURITIES CUSTOMERS ACROSS LONDON, WE MEET THE PEOPLE AT THE HEART OF OUR ASPIRE NETWORK. READ MORE INSIDE >>>>
aspire one team
one vision
ONE MESSAGE FROM
The Steering Committee
SecureAsOne COLLABORATIVE WORKING ACROSS THE ASPIRE STAKEHOLDERS DELIVERS TANGIBLE BENEFITS TO LAND SECURITIES AND THE ASPIRE SERVICE PARTNER GROUP. AS THE SECURITY PARTNER TO LAND SECURITIES, ULTIMATE MUST BE ABLE TO DELIVER A COMPREHENSIVE, HOLISTIC SECURITY SOLUTION THAT IS PROPORTIONATE, APPROPRIATE AND MEETS LAND SECURITIES BUSINESS NEEDS.
Steve Hall CEO
Often, organisations manage operational risk and security risk separately. This incorporates areas such as threat and vulnerability management, continuous monitoring, as well as IT compliance and incident management. Security risk management is not just about security operations, but rather a bottom-up approach that drives action-ability against threats, vulnerabilities and incidents to assure businesses. This can lead to overlapping processes and higher costs. To alleviate this inefficiency, Ultimate, Land Securities and the Aspire group are moving towards integrating operational and security risk management.
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While separating both operational and security risk management has been a common practice, dynamic changes in the threat landscape are forcing organisations to integrate the two disciplines to gain a holistic view into risk. The unfortunate truth is that one can schedule an audit, but one cannot schedule an attack, in any of its various forms. A risk-driven approach addresses both security and business impact to increase operational efficiency, improve assessment accuracy, reduce attacks and improve investment decisionmaking. All stakeholders have a responsibility and our collaborative approach has helped enhance security awareness across the London Portfolio. By learning and adopting best practices through Aspire we have a team of dynamic professionals who are working every day at creating a fantastic journey and experience for our client and their customers. Some of the tangible benefits are as follows: Responsiveness: Can be increased through economies of scale and availability of more resources Increased capacity and expertise: Means that more can be achieved for less Waste can be reduced: By better decision making and a broader understanding of the bigger picture of activity Efficiency: Investments can be made once so that the wheel is not reinvented over and over again Synergy: The synergy created from working collaboratively will result in greater accomplishments than each
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group working on its own could ever hope to achieve, and potentially leading to less accomplishment. Community awareness: Increased participation leads to increased community awareness. By involving a number of organisations, your issue or message can be transmitted to a great many more people. Overcome Obstacles: Obstacles faced by one group may be overcome by another group. Avoid Duplication: Working together can help ensure efforts and services aren’t being unnecessarily duplicated, and that there is an appropriate distribution of resources. Access to knowledge: Mitigating risk and reducing potential mistakes by greater understanding of the operational context Access to people: Drawing on a wider pool of technical expertise, experience, skills, labour and networks Innovation: Developing unexpected and new ways of addressing old issues and complex challenges Human resource development: Enhancing professional skills and competencies in the work force Reputation and credibility: Achieving genuinely earned organisational reputation and greater credibility. Ultimate are proud to be an Aspire partner, and leading on security expertise. The benefits of collaborative working ensures that “the whole is greater than the sum of its parts” (Aristotle).
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WE’RE ALL ABOUT YOU LOOKING OUT FOR OUR COLLEAGUES DOCK MASTER SHELDON STANNARD WAS RECENTLY THE VICTIM OF AN UNFORTUNATE ACCIDENT IN THE LOADING BAY OF BUILDING 2, NEW STREET SQUARE.
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arly in the morning, Sheldon had been positioning a beer keg onto the walkway down in the loading bay when he suddenly found that his finger had become caught between the keg and the handrail. Before the situation could become any worse for him, fellow Aspire member Luis Cardona jumped into action. As he had also been working down in the loading bay, Luis was able to offer immediate assistance. Thanks to his first aid training, he was able to assess the injury and correctly deal with it. This was a great demonstration of awareness and knowledge on Luis’s part, looking out for a fellow team member and doing everything he could to help.
DIRTY WORK NEVER LOOKED SO GOOD
DONATE
ON MAY 6TH, A GROUP OF LAND SECURITIES EMPLOYEES WILL BE TAKING PART IN AN EXCITING TEAM-BUILDING EXERCISE UNLIKE ANY OTHER.
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Cassie Carson will be looking to prove that she’s one Tough Mudder!
INTRODUCING THE ‘LAND SEC LIONS’... Garret O’Neill Celia Bouchut Jessica Trew Andrew Cowie Cassie Carson Jordon Joseph Jack Kelly Joaquin Ibanez Jack Purr Coree Beccles
Operations Support Assistant Operations Manager Operations Manager Technical Manager Assistant Operations Manager Operations Support Assistant Operations Manager Team Administrator LS Academy Trainee LS Academy Trainee
Joined by a team from Corps Security, they will attempt the ‘Tough Mudder’ Challenge. A 10-mile mud and obstacle course designed to push participants to their limits, forcing them to rely on their strength, endurance and above all else, teamwork. As well as taking this great opportunity to develop their skills, the ‘Land Sec Lions’ will also be raising money for Barnardo’s. The UK’s largest children’s charity, Barnardo’s has been providing much needed help and support to those most vulnerable for over 150 years. The team has had a great response in regard to this, having already raised over £750 for the cause, closing in on their final target of £1000. We hope that fellow Aspire members will continue to support the team in this worthwhile cause. For more information on the event including how to donate to the cause, please visit the official page at:
www.justgiving.com/fundraising/LandSecLions
ASPIRE QUIZ NIGHT To help raise money for The Honeypot Children’s Charity, Aspire members all joined together at Harrild and Sons in Farringdon for a great night of quiz questions across various topics. Thank you all for your support.
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CHECK OUT ALL THE IMAGES FROM THE NIGHT AT
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WE’RE ALL ABOUT YOU
CUSTOMER SERVICE CENTRE
Aspire HELP DESK Freephone 0800 121 8100
LOCATED NEAR ANGEL TUBE STATION, THE ANGEL BUILDING IS HOME TO NG BAILEY’S CENTRAL BASE OF OPERATIONS IN LONDON. IT IS HERE, TUCKED AWAY ON THE THIRD FLOOR OF THIS INTRIGUING BUILDING, THAT SIX HIGHLY DEDICATED, SKILLED INDIVIDUALS WORK TIRELESSLY EACH DAY TO SUPPORT LAND SECURITIES CUSTOMERS AND THE ENTIRE ASPIRE TEAM.
Dawn Seaton, James Daniels and Terry Latchman welcome your calls. 4
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“THE RAPPORT WE HAVE WITH THE ASPIRE TEAM IS PARAMOUNT” James Daniels CSC Supervisor
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espite the small size of the Aspire Help Desk team, they play a huge part in the workings not only for Land Securities customers but also for the various service providers within the Aspire network. Receiving calls from all over the city, the team is responsible for logging over 25,000 new tasks a year, providing a 24/7 service and acting as the first point of contact for over 40 different sites. With such a high volume of calls, the Operatives’ patience with customers and clear communication skills are absolutely vital to ensuring that the whole process runs smoothly from start to finish. What’s even more impressive is the sheer variety of the problems the team must deal with each day. Covering everything from Waste Management to Front of House services, each Operative must be able to determine the correct solution to each issue and report it to the appropriate service. The fact that they are able to do this so efficiently is a feat in itself, a testament both to their individual professionalism and their ability to co-operate with one another. Speaking to CSC Supervisor James Daniels at length on the ideas behind the switchboard and what makes it so effective, it is clear that teamwork is placed at the forefront
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Sarah Maskell enjoys the Angel Building’s rooftop views with Katie and Connie Bartlett.
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of the service they provide. He comments that ‘the rapport we have with the rest of the team is paramount’, demonstrating a clear understanding of how important it is that Land Securities and their various service providers maintain strong connections with one another. In this respect, the smaller team can be more effective as it allows each Operative to be more easily recognisable and familiar to callers, building an extra level of trust when it comes to tackling problems. Operations Manager David Sayers, who is responsible for overseeing the CSC, comments that it is this ‘one team’ ethos ‘which helps to ensure that the Aspire Help Desk plays a full and proud part in delivering the best customer experience possible’. The CSC group is also a great example of how people from a range of backgrounds and with different levels of experience can work well together. Its two newest additions, Operatives Sarah Maskell and Dawn Seaton, have already fully integrated into the team despite having each been there for less than three months. Operative Terry Latchman, on the other
‘THE ASPIRE HELP DESK PLAYS A FULL AND PROUD PART IN DELIVERING THE BEST CUSTOMER EXPERIENCE POSSIBLE’ David Sayers Operations Manager
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hand, has given years of service to the Aspire Help Desk and is happy to act as a mentor to make the transition period as easy as possible for newer members. Twin sisters Katie and Connie Bartlett show a great deal of enthusiasm towards the Aspire initiative as well, appreciating how it has brought staff from so many different sites closer together. When asked about all the work that is being done to make these connections, Operative Katie commented that ‘it’s great being able to put faces to all the names’. Being able to recognise fellow Aspire members and learn more about what they do on a daily basis has helped Katie appreciate her own role more than ever. As the CSC continues to take more and more sites under its care, it is likely that the Operatives at Angel will soon become busier than ever. Even so, with such a reliable team ready to respond at a moment’s notice, the Aspire community can rest assured that, no matter what the problem is, help is just a short phone call away.
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WORKPLACE ISSUES?
Make the Aspire Help Desk your first point of call. www.AspireAsOne.co.uk
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“THERE IS NOBODY MORE QUALIFIED TO HELP THE REST OF THE TEAM THAN TERRY” James Daniels
CSC Supervisor
In focus with
NG BAILEY, ASPIRE HELP DESK, THE ANGEL BUILDING
Terry Latchman THE MAN WITH ALL THE ANSWERS
While every member of the Customer Service Centre plays a vital role in answering the queries of the Aspire team, there are times when even they need someone to turn to for advice. For this, there is nobody more qualified than Terry Latchman, who has built his reputation on more than 27 years of outstanding service. Having started his career in customer service in the BBC, Terry soon joined the Land Securities team before moving onto Inviron and finally to NG Bailey. His experience with these different organisations has helped mould Terry into the key member of the Aspire team he is today. His calm, professional attitude and knowledge of company procedures have made him perfect for the role of CSC Operative. He also demonstrates a clear willingness to help, commenting that he is always happy to do ‘anything he can to help his colleagues’. As someone with so many years of experience behind him, it is remarkable that Terry still brings such enthusiasm to his role. For him, there is always something else to be learnt, as he remains eager to develop and to improve the service he provides. In addition to new procedures and new software for daily tasks, Terry is also
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keen to expand his knowledge of newly inherited sites such as One New Change and The Zig Zag Building. As NG Bailey has more opportunities than ever to connect with the staff at these major sites, Terry comments that it has never been easier for service providers and the wider Aspire team to ‘excel together’. With this in mind, it comes as no surprise that he has received several awards over the course of his career, namely ones for Excellence in Customer Service and Integrity. His unquestionable support of the ‘one team’ ethos is also shown outside of work, as he has attended several Aspire events and is always on the lookout for chances to connect with colleagues. When he’s not acting as a mentor to the rest of the team at the Angel Building or giving support at the Aspire Help Desk, Terry can be found pursuing his linked passions for food and travel. While Orlando, in Florida, has been a long-time AspireAsOneTeam
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favourite of his, he has also travelled extensively across Europe, from the port city of Malaga in Spain to the fields of rural France. Mirroring his desire to improve his customer service, Terry is always seeking new places to explore and new cuisines to try. With his calm attitude, experience in customer care and constant efforts to improve, Terry has become an ideal mentor for his colleagues, bringing not only a great level of professionalism but also a wealth of culture to the Aspire team.
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ASPIRE STAFF RECOGNITION AWARDS ASPIRE
Special RECOGNITION AWARD
THIS AWARD CREATES AN OPPORTUNITY FOR IMPRESSED CUSTOMERS TO RECOGNISE EXCELLENT SERVICE BY NOMINATING ASPIRE TEAM MEMBERS VIA THE WEBSITE.
“AN EXCEPTIONAL ‘ONE TEAM’ RESPONSE” WINNER: 80-100 Victoria Street Team – Ultimate Security/Office Concierge/NG Bailey/Land Securities, Cardinal Place
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he team based at 80-100 Victoria Street was recently faced with what could have easily become, if not treated correctly, a life-or-death situation. The wind had been particularly strong that day, causing a piece of the Victoria tube station entrance to become dislodged and fly into an individual walking close to 80-100 Victoria Street. Seeing the seriously injured gentleman, the Aspire team at Cardinal Place acted without hesitation to assist him. This included members of staff from Ultimate Security, Office Concierge, NG Bailey and Land Securities, who all worked seamlessly together to deal with the problem at hand. By sourcing a makeshift stretcher, they were able to move the injured passerby to the safety of the 100 Victoria Street reception, where he was able to receive life-saving medical treatment.
O F RE C O
Special
ITION
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E AT
Similarly, Land Securities Operations Director Ann-Marie Khan was so impressed by the exceptional ‘one team’ response the Aspire team showed that day that she has nominated every person who was involved for a Special Recognition Award. Admiring the dedication, organisation and teamwork skills that were displayed, she went on to comment that ‘every one of our values was demonstrated that day and the team showed that we are all safe in their hands.’
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CERTIF IC
While this was happening, the team also created a cordon around the area in order to protect other people near the station entrance. They also effectively communicated between themselves and with local TFL staff, taking charge of the situation to ensure minimal risk to the rest of the public.
Their brilliant response in the face of such a distressing event has been praised across the board. Head of Property Marcus Geddes, Elvis Albert speaking Assistant Security Manager, on behalf of Cardinal Place the Senior Management team at Land Securities, passed on their ‘thanks and admiration’ to all those who did such a great job managing the situation.
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ASPIRE PLAYER OF THE MONTH
March‘17
LAST MONTH SAW THESE PEOPLE RECOGNISED BY YOU FOR EXCEPTIONAL PERFORMANCE AND FOR SIMPLY BEING A GREAT TEAM MEMBER. NOMINATIONS CAN NOW BE MADE VIA THE WEBSITE.
W
ith thousands of people passing by 80 and 100 Victoria Street every day, it would be easy to miss someone in need of help
Sometimes it takes that extra level of awareness and commitment to recognise potential problems and to act on them. This was recently demonstrated by Frederick Damquah, member of the security team at Cardinal Place. He had been stationed outside the main site when he spotted an elderly gentleman dragging a large shopping trolley. Rather than just standing by and allowing the man to pass, Frederick went out of his way to assist him by carrying the trolley for him and even helped him across the nearby crossroads. In doing so, Frederick displayed the dedication that is championed by the Aspire team and a willingness to go the extra mile for visitors.
O F RE C O
PLAYER
ITION
WINNER: Frederick Damquah Ultimate Security, Cardinal Place
E AT
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“GOING THE EXTRA MILE”
OF THE MONTH
Frederick Damquah
In recognition of his efforts, Frederick has been nominated by Office Concierge’s Front of House Estate Manager Anine Firing. His exceptional contributions and outstanding customer service have earned him this Player of the Month award.
Above: Jef Adams of Ultimate Security and Anine Firing of Office Concierge are full of praise for Frederick’s strong work ethic.
IS YOUR WORKMATE A GREAT TEAM PLAYER? Our simple online form can be completed by Aspire staff members or Land Securities Customers to nominate staff members that have excelled.
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VOTE NOW
Online See website for details. AspireAsOneTeam
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ASPIRE WHAT’S ON
Do you accept the challenge?
n i u q e n Man e g n e l l a Ch
** WINNER ** After much debate the judges are excited to announce the winner of this years challenge is the hilarious entry from...
LUDGATE
TEST 2017
EO CON ASPIRE VID
WATCH NOW
Congratulations guys and a huge big thanks for every team that participated, we've loved watching them all!
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EASTER EGG FAMILY COLOURING COMPETITION
26TH MAY ALL STAR LANES BOWLING & KARAOKE
This Easter, Aspire invited you to enter our fabulous competition and what a response we had!
Spitalfields Arts Market, 95 Brick Lane, London E1 6QL. Retro-American boutique bowling with burgers, cocktails, karaoke, and a foot-tapping soundtrack. www.allstarlanes.co.uk
We would like to thank everybody who entered and prizes are on the way to these lucky winners...
UNLIMITED BOWLING & KARAOKE ALL NIGHT
UNDER 5’S
AGE 5-16
ADULT
Mariana Furtado
Isabel Silva
Kristina Jakaityte
CHECK OUT ALL THE ENTRIES ON FACEBOOK
CONTACT For further information regarding the articles in this newsletter please contact Amanda Heppelthwaite at aspire@landsecurities.com Land Securities, 100 Victoria Street, London SW1E 5JL T +44 (0) 20 7413 9000 E aspire@landsecurities.com One newsletter is keen to welcome points of view from Land Securities staff and service partners. Therefore, the views expressed in this newsletter are those of the individual contributor and do not necessarily reflect the views of Land Securities. We welcome contributions whether through social media, email, letters or stories. Please forward contributions to aspire@landsecurities.com
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