Manulife US REIT-Sustainability Report 2019

who participated in the survey responded with a 4 or 5-star rating on overall satisfaction. The next survey will take place in 2020. As at 31 December 2019, MUST’s portfolio has a well- diversified tenant base with a high tenant retention rate of 76.0% and an occupancy rate of 95.8%. Our proactive engagement with the investment community has delivered exceptional results in 2019. Apart from clinching two awards at the IRMagazine Awards – Southeast Asia 2019, we saw a strengthened investor base made up of 52.5% institutional investors as at 31 December 2019. A highly institutionalised investor base could signify a more stable Unit price, higher trading liquidity and stronger support in our future growth plans. Tenant Community Regular engagement with the tenant community is essential to maintain a strong relationship with existing Back To School Supply Drive Coat Drive Costco Mother’s Day Lobby Event Earth Hour Events Earthquake Training Electronic Waste Recycling Flu Shot Clinic Ice Cream Social Recreation Events Red Cross Blood Drive Spring Toy Basket Drive Valentine’s Day Chocolates tenants, attract interest from potential tenants, and receive prompt feedback when issues arise to ensure that immediate action is taken. This high-level engagement also allows us to encourage sustainable property practices among tenants and to share new programmes with them with greater ease. The Property Manager oversees MUST’s tenant engagement programme to ensure alignment with the Sustainable Building Standards and organises various activities throughout the year to create a positive and inclusive working environment. In 2019, we engaged our tenants through the following initiatives: EARTHQUAKE TRAINING AT MICHELSON, IRVINE Readiness in the face of natural disasters is highly sought after by tenants. In our bid to equip our tenants with necessary knowledge and skills to respond to such emergencies, we conducted earthquake training in Michelson, not only for our tenants but also for their key stakeholders. Everyone was educated on the building procedures during an earthquake and were then encouraged to pass this information on to their respective colleagues. Following the success and excellent feedback received from this event, we are looking to implement similar initiatives for the rest of our properties to prepare our tenants for any potential emergencies. To gain a better understanding of our tenants’ needs and concerns, the Property Manager engages Kingsley Associates to conduct tenant satisfaction surveys every alternate year at all MUST’s properties. The survey gathered information on tenants’ overall satisfaction, perception of property, satisfaction with management, leasing and maintenance, renewal intentions and likelihood of property recommendations. In 2018, 90.0% of the tenants 2019 SUSTAINABILITY REPORT 79