SUSTAINABILITY STATEMENT Strong Social Relationships (cont’d) TENANT SATISFACTION Providing high quality services to the Fund’s tenants is key to securing long-term tenancy. As the sole tenant of the Fund is KPJ, the Manager ensures that tenant satisfaction maintains at a satisfactory level at all KPJ hospitals. Once a year, tenants are asked to evaluate the services rendered by the Property or Maintenance Manager on a scale of one (1) to five (5) where one (1) is very unsatisfactory and five (5) is very satisfactory. Categories included in this evaluation are professionalism and management team, quality of services and communication. The Performance Evaluation results showed an average score of 4.3 out 5 across all categories, for an overall average rating of 86.1%. Apart from performance evaluations, the Manager carries out formal engagement sessions with tenants and the Maintenance Manager quarterly to address any questions or concerns raised by the tenants, or issues relating to tenant-property owner relationships. The tenants are also encouraged to provide feedback on the Property or Maintenance Manager, albeit positive or negative, during these meetings. To ensure that the Fund’s assets are well maintained at all times, the Manager requires that the appointed Maintenance Manager to conduct building inspections once a year to provide constructive recommendations to the hospitals, where necessary. The building audits are conducted on physical assets and environmental services, including but not limited to air conditioning and ventilation, firefighting system, water supply system, lifts, staff and manpower, preventive planned maintenance master programme, and statutory requirements and licences status. Upon submission of the report to the tenant, immediate action to address the comments is required to ensure that the buildings and equipment are in good condition and are safe to be used. Professionalism & Management Team 87% Quality of Services & Documents Provided 82% Communication 90% Others 86.1% 0 100 85% STRATEGIC PERFORMANCE GOVERNANCE STRUCTURE SUSTAINABILITY STATEMENT FINANCIAL REPORTS B Y E CORPORATE OVERVIEW THE DRIVING FORCES 093
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