Customer branding initiative

A widespread customer research programme was undertaken with existing customers, potential customers and our managing agents across all four of our business estates, to find out what our stakeholders think of the way The Crown Estate operates. This has been a vital exercise as we seek to refine and improve the standards of customer service we provide and create a consistent customer service brand.

Trafalgar Woods

In October, we commemorated the 200th anniversary of the Battle of Trafalgar with two projects. On our Glenlivet estate in Scotland, members of the local community and children from local schools helped members of The Crown Estate and The Woodland Trust in planting 4,000 native trees to create a four hectare wood, named after HMS Defence, a ship which took part in the battle. Our Windsor estate grew 150 oak seedlings and donated them to schools in Portsmouth, as part of their “Victory Oaks” project. The oaks represent the importance of oak timber in building the original victorious fleet.

Scottish native oysters

The Crown Estate, working in partnership with Argyll and Bute Council, Scottish Natural Heritage and Strathclyde Police, has launched an information campaign to save Scotland’s threatened native oysters. Leaflets and posters have been distributed across the West Coast of Scotland to urge people to watch out for poachers. The once thriving native oyster population is now dwindling and faces its biggest threat from unlawful harvesting.

Investor in people

As part of the ongoing assessment of our Investor in People accreditation, our Windsor estate was subject to a review in August 2005. We are very pleased that the Investor in People assessor reconfirmed our accredited status and is satisfied we fulfil the criteria required.

Environmental performance index

This year, consistent with best practice within the property industry, we have introduced an Environmental Performance Index (EPI) for the managing agents on our urban estate. This system helps the managing agents improve their environmental performance in line with our CR objectives, through a process of monitoring, encouragement and practical help. An example of the method in action is our agents providing us with data on water and energy consumption in our directly managed properties. We then review the data and see where we can make improvements. EPI performance is now linked to agents’ bonus payments.