2009

CSR report

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Contents
What is CSR? Company facts Editorial Social responsibility Environmental responsibility Economic sustainability Working with other interested parties Good working environment Definitions 2 4 5 6 10 12 14 16 18

© AB Gavlegårdarna, 2010 Production: Baringo reklam & kommunikation in cooperation with AB Gavlegårdarna Photography: AB Gavlegårdarna, Albin Bogren (Baringo), and others

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What are Eurhonet and CSR?
European Housing Network, Eurhonet, is a network of almost 30 public housing companies from England, France, Germany, Italy and Sweden. Within Eurhonet, there is a strong will to work towards a sustainable society where the impact on our shared environment is minimised through awareness and the implementation of active measures. The social responsibility of the companies - or csr - is extensive. Corporate Social Responsibility, for which the English abbreviation csr stands, is basically about taking responsibility, not only for the impacts the company has on society which are positive, but also for those which are negative. It is about how we voluntarily integrate social and environmental considerations into our activities in collaboration with other interested parties, all based on perspectives linked to social responsibility, environmental responsibility, economic sustainability and an ethical approach to our employees. csr is about being proactive, credible and transparent in issues affecting people and the environment. We publish this report to show to some of the examples related to sustainability issues that our company is working on. csr Report can, in principle, be translated as Sustainability Report. We have chosen the English name because the report is produced in cooperation with other European companies within the network Eurhonet.
Sources: CSR Sweden, International Chamber of Commerce ICC, the EU White Paper from 2002, Strategic CSR Communication, edited by Mette Morsing & Suzanne C. Beckmann

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Company facts
ab Gavlegårdarna is Gävle’s municipal housing company, founded in 1917. The company is one of the largest and oldest in Sweden, and it forms part of the group Gävle Stadshus which also includes all of the other municipally owned companies.
AB Gavlegårdarna facts

Turnover of SEK 950 million 200 employees 15,500 flats 30,000 tenants 1,000 commercial premises
Vision

Home for you ab Gavlegårdarna’s vision is to manage people’s living environments by creating housing for everyone and a “Home for you”. Business idea ab Gavlegårdarna’s business idea is to provide affordable housing and commercial premises in good environments within the Municipality of Gävle.
Gavlegårdarna’s business plan

• • • •

People’s social needs Sustainable living environments Renew neighbourhoods and housing Diversity

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Editorial
For the second consecutive year we are now presenting a csr report. The reason for this report is that we want to show that our operation is imbued with great social responsibility linked to the concept of sustainability. As a public housing company, Gavlegårdarna must be beneficial to society and operate with business like principles. Historically, this is how the company has always worked, but new legislation affecting the country’s municipal housing companies will make this even more of a focal point. We will need to be even more commercial, but at the same time we must not lose focus on social responsibility. One of the challenges that lies ahead for us is to reconcile social benefit with economic viability. The company’s social responsibility can be seen in everything we do at the company. We aim to be climate neutral in a number of areas by 2015. We work hard at Gavlegårdarna to ensure that we can maintain all of the properties in our housing stock in such a way that we can continue to offer a high level of attractiveness together with stable property values. We have been working for some time on renewing and developing the districts that formed part of the Million Homes Programme. We will be continuing with this work. Housing democracy and integration are two key words for us on the subject of urban renewal. We have developed the model for this report in cooperation with Eurhonet. One of the advantages of this is that we can compare our csr work with that of other companies in the housing sector, in both Sweden and other parts of Europe. Thanks to csr cooperation, we will have greater knowledge and better opportunities to find new methods and ideas, to develop the company’s operations further, and at the same time to influence the world around us into taking social responsibility.

Jan Hugg Managing Director

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Social responsibility

The home and its immediate surroundings are important when it comes creating possibilities for people to lead good lives.Through CSR, we are helping to create good living conditions as well as a safe and secure environment for everyone who lives and works in Gävle.

Demand for apartments has increased steadily in recent years and looks likely to continue to do so going forward. The company must be constantly prepared to change the type of ownership and the range of housing on offer in order to find the right housing mix. This means having the right choice of housing available, and being able to meet the customers’ various requirements and abilities to pay.

The company has types of housing to suit the majority of tastes and requirements; everything from rural homes out in the countryside to duplex apartments in central areas to flats close to the sea complete with their own moorings.

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Allocation of housing

ab Gavlegårdarna treats all customers equally and allocates vacant flats in three different ways: Torget (Marketsquare): The vacant flats here are offered to those customers who have accumulated the highest number of queue points. Direkt (Direct): The vacant flats here are offered to the first five who register their interest. Förtur (Priority rental): The vacant flats here are offered to people with acute needs. These needs are based on four different perspectives: - Medical - Social - Family division / separation - Local business You can apply for priority on local business grounds if you have found a job in Gävle and will be moving here for at least six months.
Social responsibility in residential areas

Activities
Some examples of activities the company runs in its residential areas: • Language café • Excursions • Help with homework • Cooking • Sewing studio • Activities for children and families • Musical and cultural events

The company’s basic position is that diversity offers opportunities, and the attitude is that conscientious efforts must be made at all times to contribute to the diversity of housing. This means that no discrimination can occur due to gender, disability, ethnicity, religion, age, or social status. In the company’s residential areas, our collaborative partners work with various activities which aim to strengthen social cohesion in the area. They might work with anything from children’s activities during school holidays, for example, to helping newcomers to make contact with such important organisations in society as government authorities, local companies, and so on.

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Social responsibility

Self-administration

Self-administration is an important part of being able to influence one’s own accommodation and social community. It is important that the customers themselves have the opportunity to get involved and that they can have an effect on, and take responsibility for, the district in which they live. There are currently five active self-administration groups in the company’s residential areas. These groups cover a total of 400 flats.
Neighbourhood Renewal

safe and secure, and the comfort and well-being factor is high. The renewal of the Östra Sätra area also began in 2009. Improved lighting, new facades, better insulation, rebuilt entrances and stairwells, as well as new balconies, are some of the changes which either have been or will be made. The windows, downpipes and bathrooms will also be renovated.

The renewal of the residential area Öster is now virtually complete. Work on the final stages of the operation started in 2009. The facades in the area have been adorned with works of art depicting the residents in large format. The fundamental and most important success factor in the Öster renewal project has been the work on housing democracy. Customers now perceive the area as

The objective is that Östra Sätra will be developed into: • a secure and well functioning district • a neighbourhood where residents feel good and are active tenants who feel secure and involved • a district in which diversity is put to use as a resource and an opportunity • an area that has a low impact on the environment • a district with affordable accommodation

Östra Sätra
• The area consists of around 600 flats • The properties were built between 1965-69 • About 1,200 people live in the area

Öster
• The area consists of around 741 flats • The properties were built between 1968-75 • About 1,700 people live in the area

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Indicator Average area per type of residence 1 room + kitchen 2 rooms + kitchen 3 rooms + kitchen 4 rooms + kitchen 5 rooms + kitchen
>

Unit m m m m m m SEK/m SEK/m SEK/m SEK/m SEK/m SEK/m SEK/m SEK/m
2 2 2 2 2 2 2 2 2 2 2 2 2 2

2007 40 60 77 98 116 145 902 785 726 695 697 729 395 775 1,8 27,5 7,8 Yes Yes 44 Yes 11 0,1

2008 40 60 77 98 116 144 903 823 767 726 730 810 414 800 3,2 28,5 8,1 Yes Yes 44 Yes 62 0,4

2009 43 62 79 98 104 150 944 844 786 766 773 838 414 830 3,7 24 10,7 Yes Yes 43,5 Yes -

SKY average 37 60 78 96 118 167 1 017 925 896 882 878 845 473 889 3,2 16,4 7 Yes Yes 54,4 Yes 122 0,1

5 rooms + kitchen

Average rent per type of residence

1 room + kitchen 2 rooms + kitchen 3 rooms + kitchen 4 rooms + kitchen 5 rooms + kitchen
>

5 rooms + kitchen

Operational cost development* Rental development

% Moving within housing stock (excludes students) Total Internal Company operates a non-discriminatory hiring policy Company works to increase social cohesion in its districts Proportion of housing in the company’s stock suitable for elderly and disabled people The company works with safety and security issues on an ongoing basis New construction of rental apartments % % Yes/No Yes/No % Yes/No Qty %
* operational costs refer to operational costs, administrative and overall business costs

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Environmental responsibility

Investing in climate and environmental issues is a matter of course for us. As a large company with a good economy, we have the natural strength to be able to operate long term. However, we also have a social responsibility, and our actions do have an effect on the climate.
ab Gavlegårdarna’s ambition is to continually reduce these environmental effects by finding effective and environmentally friendly ways of working. As one of Sweden’s largest municipal housing companies, we have a responsibility to contribute to a sustainable living environment. The long-term goal is to be a climate neutral company by 2015. This means identifying all of the emissions (mainly carbon dioxide) and giving priority to efforts to reduce them where the impact is greatest. During the year, the focus has been on following the structure of the company’s environmental management system. Among other things, a special forum has been created to address issues that promote a sustainable living environment. Focus areas for environmental work • Increased knowledge The company’s customers have become more knowledgeable on such matters, as we have distributed information on, for example, waste management and energy conservation. Contractors and suppliers have also received more knowledge and information at special meetings regarding the environmental standards the company sets when procuring materials and chemicals. Most of our employees have been trained in eco-driving, the goal being that they drive in a more environmentally friendly way. • Energy and water The goal is to reduce consumption of both water and energy. All types of oil heating have been phased out and converted to, for example, district heating. Our buildings have had their 10 energy consumption analysed, leading to the implementation of measures to minimise their use of energy. In new construction, we set very high demands regarding energy efficiency. • Transport The goal is to reduce carbon dioxide emissions, for example by planning better when driving and using more environmentally friendly vehicles. Employees contribute to this by car-pooling to meetings and by using trains and buses more for business trips. • Waste All customers have access to household waste separation facilities nearby. Work on improving and developing waste management is continuing with our business partners. We are even reviewing the use of paper within the company, the goal being to reduce the amount we use. • Indoor environment All of our properties have now been checked for the environmentally toxic substance PCB. Energy inspections have also been performed. Prioritisation plans have been drawn up based on what the company’s customers think is important for the indoor environment, such as temperature and ventilation for example. • Chemicals
The goal is to minimise the use of environmentally hazardous products and find environmentally friendly alternatives wherever possible. Our Work Environment Officer is carrying out a chemical inventory check which will result in further improvements.

Indicator Does the company work actively with environmental improvement measures Does the company impose environmental requirements during public procurement Amount of energy consumed by the property portfolio Amount of greenhouse gas emitted by the housing stock Proportion of renewable energy company uses Carbon dioxide emissions from company vehicles Development of water consumption in stock Total Hot Cold Company engaged in shaping public opinion regarding environmental concerns Amount of waste produced in the housing stock Household waste Glass Hard plastic Soft plastic Metal Paper and card Newspaper

Unit Yes/No Yes/No kWh/m² kg/m² % Ton CO2/year m³/m² l/m² l/m² Yes/No Ton Ton Ton Ton Ton Ton Ton

2007 Yes Yes 178 3,3 95 420 1,49 492 998 Yes -

2008 Yes Yes 176 3,3 98 340 1,51 500 1 014 Yes 4 170 333 102 133 89 365 1 776

2009 SKY average Yes Yes 174 2,7 95,3 195 1,52 500 1 002 Yes 4 187 225 57 83 54 420 1 776 Yes Yes 182 16,4 83,6 141,4 1,75 594 1 209 Yes -

Comparisons within Eurhonet 2009
Unit Energy consumed by the housing stock kWh/m² Gavlegårdarna 174 Eurho average 176,4 Best 102 Organisation GBG Mannheim GE AB Gavlegårdarna

Amount of greenhouse gas emitted by the housing stock

kg/m²

2,7

30,8

2,7

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Economic Sustainability

CSR involves responsibility for longterm economic sustainability based on a broader perspective than the best of our owners and customers. We see social responsibility as a natural part of the issues we discuss and the economic decisions we take. The term commercially beneficial public utility fits our desired profile well.

CSR during the procurement process

As a municipally-owned company, ab Gavlegårdarna is governed by the Public Procurement Act which in turn is based upon these fundamental EU principles: • The principle of equal treatment, from which it follows that the conditions necessary for potential suppliers to participate must be as equal as possible. For example, everybody involved must be supplied with the same information at the same time. • The principle of non discrimination, from which it follows that it is forbidden to directly or indirectly discriminate against suppliers because of their nationality. • The principle of transparency means that the contract must be characterised by both predictability and transparency. • The principle of proportionality means that the requirements stipulated must have a natural connection with whatever is being procured, and must be in reasonable proportion to it. • The principle of mutual recognition means that certificates and testimonials issued by competent authorities in any of the other EU member countries must be accepted in all of the other member states.
Maintenance

which enabled such major maintenance operations; overall, maintenance was increased by about SEK 40 million. Priority was given to areas such as safety and security measures, as well as to energy saving measures. The company’s rental income today is not sufficient to make such levels of maintenance feasible, so additional funds must be raised from sales, for example, in order to keep up a reasonable pace with renewal work in the residential areas.
Investments

Net investments for the year amounted to SEK 170.6 (196.1) million. In addition to the usual improvements in standards in conjunction with maintenance work, investments were also made in the following major projects: • New housing construction • Renovation and new construction of sheltered accommodation • District renewal projects • Renovation of housing for the elderly • Renovation of bathrooms • Work on facades and garden areas
More choice

ab Gavlegårdarna increased its maintenance programme substantially during 2009. It was the sale of property

In April 2009, the More Choice system was introduced as a further development of tenant-directed maintenance. Normal maintenance is included in the rent, just as before, but under More Choice the customers have more opportunities to affect the appearance of their flats, for

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example by changing the white goods, kitchen cupboard doors or the worktops. Customers can also choose to waive any maintenance to which they are entitled and instead receive a rent rebate.
The tag system

To increase security, the majority of the common laundry rooms are now equipped with tag locks and digital booking systems.
TV and Broadband

The company has invested in changing some of the existing locks to a tag system in several residential districts. The advantages of the tag system are that it is cost effective and safe for the customers. It is much easier to block a tag from being used if, for example, a customer has lost it than it is to change a lock when a key has been misplaced.
Indicator Proportion of renovated flats, relative to existing housing stock Unused investment and maintenance costs (excluding new construction)

ab Gavlegårdarna, along with other municipally owned companies in the region, has negotiated an attractive and affordable television package for all its customers. By joining forces, the companies have been able to drive the price down for an offer that meets the needs for both the present and future. All customers also have access to broadband, with various speeds available.
Unit % SEK million
SEK thousand/ flat

2007 2,2 409 26 96,4 77

2008 1,5 350 22 96,5 41 Yes

2009 1,2 299 19 96,6 54 Yes

SKY average 2,9 480 31 99 212 208 Yes

The company’s rate of occupancy Company's investment in new construction and land acquisition

Total New construction Acquisition

% SEK million SEK million Yes/No

85 Yes

The company follows an established procurement policy containing sustainability criteria

Comparisons within Eurhonet 2009
Unit Proportion of renovated flats, relative to existing housing stock Company’s investment in new construction % SEK million Gavlegårdarna 1,2 54 Eurhonet average 3,2 240 Best Organisation 9,67 870 FSM, FR Familjebostäder Sthlm

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Working with other interested parties

We take a businesslike social responsibility and we would like to convey this to our owners, partners, customers and any other interested parties.Together we can set an example and take enormous collective responsibility that will benefit the whole of society.

ab Gavlegårdarna places great emphasis on issues which are beneficial to society, and believes strongly in participation and influence. In addition to the fact that there is legislation concerning tenant influence, effort and investment in such issues produces tangible beneficial effects in the form of, among other things, fewer tenants moving home and an increased feeling of wellbeing. The company receives numerous requests to sponsor or cooperate in various activities each year. The goal is to work with great commitment with our collaborative partners in areas such as sport, the environment, and culture. The focus is on many different areas, such as sport, the environment, music, culture, and exhibitions.
One of the company’s goals is to constantly find new ways to create dialogue and meetings, which lead to commitment from the customers..

There are four different types of cooperation agreement:

Collaboration • Cooperation that mainly benefits the children and young people of the customers. Subsidies • For companies and associations that work for the benefit of society and especially for our company’s customers. Tenant influence • Grants earmarked for various projects and activities that benefit customers in the company’s residential areas. Profiling • Activity that strengthens the company’s brand image, where the company would like to be seen from the perspective of being beneficial to society.
Customer satisfaction index

Activities
• Football • Hockey • Try different activities, such as horseback riding • Raffling tickets for major events in Gävle.

A large customer survey is carried out within the company every year. The questions are divided between, among other things, how the customers perceive the company’s services, the condition of the apartments, and whether or not the of our customers are satisfied with their customers feel safe. In 2009, a total of housing 93.8% of our customers were satisfied with their housing.

93,8%

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Student flats

Housing for the elderly and for people with special needs The Municipality of Gävle has given the assignment of providing comfortable and suitable housing for the elderly and sheltered accommodation for people with special needs to ab Gavlegårdarna. A number of such homes were completed during 2009.

The Municipality of Gävle offers students a guarantee of accommodation, which means that all students are guaranteed to have somewhere to live by the start of the new term. The Student Union is responsible for the procurement of student accommodation. • Quantity: 964 student flats, 196 student rooms. • Size: 1-4 rooms and a kitchen, and student hall accommodation.
Indicator The company sets up and carries out regular dialogue with the tenants Proportion of the company’s tenants who are satisfied with their housing Serviceindex

Unit Yes/No % % Yes/No Yes/No Yes/No Yes/No

2007 Yes 78,6 74,8 Yes Yes Yes Yes

2008 Yes 79,2 75,3 Yes Yes Yes Yes

2009 Yes 79,5 77 Yes Yes Yes Yes

SKY average Yes 82,1 78,4 Yes Yes Yes Yes

Securityindex The company is actively working with action plans aimed at increasing the satisfaction of the residents The company has, and follows, a sponsorship policy The company works to an established code of ethics The company has long-term goals towards which to navigate, derived from the business plan

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Core values

Good working environment

If the personnel of the company are to show commitment and the desire to do a good job, it is essential that everyone is happy and feeling well. Good working conditions are a fundamental part of a company’s social responsibility.This applies both at the individual level and from a broader perspective where employees work in accordance with the company’s common values and goals. ab Gavlegårdarna sets great store by its employees. That the employees are happy and feeling good is a prerequisite for them feeling involved and being keen to perform their tasks well. Just as the company’s customers want to be able to influence their domestic environment, the company would like its employees to have influence regarding their work. The company encourages and strives for internal flexibility and alternative career paths as far as is possible.

of the company’s employees are satisfied with their place of work

80,7%

a meeting to discuss the organisation’s core values and exactly what they stand for. The goal is to have an organisation that sees both its strengths and its weaknesses, and can get its staff to raise questions that seem important for further development. To apply and to live by our joint values is a process requiring both participation and dialogue.
Committed employees

ab Gavlegårdarna works according to four basic principles: Solidarity, Heart and mind, Reliability and Ambition. During the autumn, the company’s employees held

Every year, the company carries out a survey to find out how the employees perceive their relationships with their colleagues and managers, how much influence they feel they have and their assessment of the workplace. In 2009, a total of 80.7% of the company’s employees responded that they were satisfied with their workplace. Among the things that were appreciated were the company’s openness to new ideas and suggestions, and the fact that employees can influence key decisions. The work with health-promoting activities was greatly appreciated.
Health Promotion at Work

The employees are acutely aware how import healthpromoting activities are for a healthy working life. The company was awarded a health diploma in 2009, the justification for this being that “Health is a part of your organisation and operation, where there are strategies and activities dedicated to recreation and keeping fit”.
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Some of the key players in this work are the company’s club “Korpklubb” and those members of staff who have trained as health motivators. They have started up a project entitled “Health Kick”, offering activities including, among other things, personal development themes, how to deal with stress, finding balance in life, and good nutrition. Group excursions, theatre trips and musical events during people’s leisure time have also helped to build a strong affinity.
Indicator Form of employment/full time employee Permanent Seasonal Is there a health and safety at work policy? Proportion of employees who are satisfied with their work – well-being index Education and training for staff * Training hours per employee per year Absence from work Work-related accidents Total Distribution of average monthly salary between gender and category of employees Office workers, male Office workers, female Blue-collar workers, male Blue-collar workers, female Special employment Percentage of women in manageme Trainee Qty Board
Management Group
* Course fees, excluding travel, hotel, and time off work

Skills development with focus

Among other things, activities during the year focused on the environment, via training in eco-driving, and diversity. In addition to these, a number of additional vocational training course were completed, in computing, personal electrical safety, housing rental law, and service provision in English. In total, there were four full days of training per employee during the year.
Unit % % Yes/No % 2007 95,6 4,4 Yes 83,3 9 804 32 1 4 26 800 2008 97 3 Yes 80,5 10 101 32 0,9 3,6 27 841 2009 97 3 Yes 80,7 10 362 32 0,5 2,6 29 256 SKY average 90 10 Yes 80,9 8 227 24 31 980

Outcome

SEK/ employee hours % % SEK/month

SEK/month SEK/month

23 035 20 150

24 146 21 028

25 030 22 600

27 223 22 425

SEK/month

19 700 10

20 404 12 44 25

21 499 20 33 31

21 290 7,6 29,8 23,5

% %

55 31

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Definitions
Renovation
This concept refers to flats that were, during the year, affected by major maintenance work, renovation, refurbishment or retrofit measures. Renovation is defined as changing a building, part of a building, or an installation into a state that is, from a functionality perspective, comparable to the condition of new. The concept of “renovation of flats” includes the replacement of waste water downpipes, so-called “relining”, improvements made to seals in the bathrooms and kitchens, new kitchen cabinets, etc. Normal maintenance, such as wallpapering, painting, carpet replacement, and the replacement of individual sanitary products, is not included.

Definition of renewable energy
Renewable energy means a source of energy that is constantly renewing itself and, as far as we can tell today, will not run out in the foreseeable future. Fossil fuels are not considered to be renewable. It is true that certain types of fossil fuel are renewable, but the process takes a very long time; many millions of years. Furthermore, they are being used today at a rate far greater than that at which they are being renewed. Nuclear power is not considered to be renewable either, since its production is based on finite resources. From the sustainability perspective, it is of crucial importance whether energy is, or is not, renewable. Solar energy, biofuels, hydropower and wind power are sources of renewable energy. Stored energy (fossil fuels) such as oil, coal, gas and uranium are not renewable energy sources. This means that electricity can be considered to be renewable energy when it is produced in hydro or biomass power plants, but not when it is produced in nuclear power plants or power plants driven by oil or coal.

Other renewable energy sources:
• Solar energy – solar cells, solar heating, solar panels • Wind power - wind farms, wind turbines • Hydropower - salt and wave power, tidal power, ocean thermal power • Terrestrial power – heat pumps, underground heating, geothermal heating, water heat exchangers • Bioenergy - fuel pellets, biofuel

SKY-average
The average figures for SKY companies in 2009 come from data supplied by: Bostads AB Vätterhem, ÖrebroBostäder AB, Helsingborgshem, AB Stångåstaden, Gavlegårdarna samt Familjebostäder Stockholm.

Operating costs
Operating costs refer to operational, administrative and overall business costs.

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EURHONET
European Housing Network

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