ESR SR 2019 EN

Customer Engagement In addition to meeting and exceeding traditional expectations of our logistics customers, we add value for our tenants through innovative approaches to creating “human-centric” spaces. We engage our customers through regular surveys to better understand their needs and preferences. ESR-REIT in Singapore has recently established a 24-hour call centre to field queries from tenants and arrange follow-up for immediate resolution. In 2019, our property management team in Australia surveyed nearly half of tenants. Among other issues, they sought to gauge support for sustainability initiatives, specifically energy-efficiency improvements and renewable power generation. More than one third of respondents expressed interest in exploring options for reducing their energy consumption, and close to 20% favoured investment in solar power installations. ESR Barnklübb Ichikawa is a 79sqm facility opened in June 2019. Three full-time professional caregivers supervise 13 children who are currently enrolled in the day care programme. Beautiful Family-friendly Spaces Boost Workplace Productivity in Japan When we ask our customers in Japan about barriers to growing their businesses and improving the wellbeing of their employees, we frequently hear that lack of quality child-care facilities feels like an unsurmountable problem. So in recent years we have come up with an innovative solution. In each of our distribution centres exceeding 100,000 sqm, we have decided to establish bright and beautifully equipped kids clubs, known as Barnklübbs. These facilities are run by licensed day-care providers, offering convenient and high- quality services that are free-of-charge for employees of our tenants. This not only helps our customers to attract and retain the talent they need – particularly working mothers – but also increases the productivity of their workforce. To extend the benefits of these facilities to others in our community, we operate an online system for parents in the local area to book surplus spaces on a first-come first- served basis. In 2018, ESR Japan received the Social and Environmental Contribution award from British Business in recognition of its commitment to enhancing the workplace environment and supporting mothers to re-enter the workforce. “ In Japan, the key social development concerns relate to demographic issues and gender. That’s why we have created dedicated facilities providing childcare services in our warehouses. ” Stuart Gibson, ESR Co-founder and Co-CEO Day care centres 6 Daily capacity 650 children Mondays to Fridays 8 am - 7 pm 12 ESR Annual Report 2019 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT