We provide a high level of customer service, and a safe, healthy and productive work environment for our tenants and building occupants. We value our tenants and strive to establish long-term relationships to ensure they can operate their businesses effectively from the buildings we manage. We are determined to anticipate and respond to their needs more diligently than other landlords in North America.

We regularly communicate with our tenants so that they understand the sustainable attributes of the buildings and space they occupy and our goals for sustainable property operations. We work to provide our tenants with the tools and resources they need to make sustainable operational choices each day, such as fitness centres, bicycle storage areas, recycling programs and energy efficiency opportunities.

how we engage

  • We conduct tenant surveys every two years.
  • Dedicated property management teams are always available to respond to tenant concerns and listen to ideas.
  • Ongoing communications such as regular tenant bulletins, newsletters, topical fairs and events, appreciation gatherings and other tools help us communicate about sustainability, property events, and other landlord initiatives.
  • We manage and respond to tenant concerns and maintenance issues in our Canadian property management business using ClikFIX, an in-house contact centre. In our third-party managed properties, our partners provide this type of service through various means and tools.
  • We develop and use customized and proprietary tools such as green lease language, a Sustainable Tenant Improvement Manual and LEED Toolkits. These tools are used to engage tenants directly in an effort to promote sustainable occupancy and build-out, thus enhancing overall asset operating performance and tenant well-being.
  • We establish joint tenant-management sustainability committees to pursue opportunities to reduce a building’s environmental footprint at many of our buildings.

[4.16, PR5]

how we responded in 2015

  • In the Fall of 2014, we conducted a complete tenant survey in our property managed portfolio in Canada and engaged with tenants to improve on areas identified as priority in the survey.  We will be launching another survey in fall 2016.

  • ClikFIX logged more than 134,260 calls in 2015 and 81% of service requests were completed within the designated, established time limit.  
  • In 2013, Bentall Kennedy re-launched our ForeverGreen brand and piloted a tenant engagement program aimed at creating collaboration among Property Managers and tenants resulting in a cleaner, greener and more enjoyable workplace. After a successful pilot, in 2014 we launched the program across North America in all asset types. Since 2014, our ForeverGreen Tenant program has been active in all asset types across North America, including an adaptation for residential where the program is known as ForeverGreen@Home. ForeverGreen focuses on creating collaboration among property managers and tenants, resulting in cleaner, greener and more enjoyable places to work and live. Engaging resources such as posters, newsletters, and green team packs provide both Property Managers and tenants with actionable content around monthly environmental themes.[4.17, PR5]
  • In 2015, we took ForeverGreen to the next level with Destination ForeverGreen, our online social media program for sustainability. The program was piloted at four Toronto office properties. It uses social and game mechanics to encourage building occupants to complete activities designed to educate themselves about sustainability. 

Engaging through ForeverGreen

Our ForeverGreen Tenant program aims at providing content and resources to help improve the sustainable performance of our buildings while also leading to a cleaner, greener and more enjoyable place for our tenants to work.

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Increasing tenant satisfaction

Tenant services for Bentall Kennedy managed properties are administered through ClikFix, an in-house contact centre. 
In 2015, the centre received over 134,260 calls with an on-time response of 81%.   

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