Provide the number of complaints received from consumers and/or end-users during the reporting period, as part of the disclosure requirement S4-5, which pertains to the targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities. This information should be included in the context of disclosure requirement S4-3, which addresses the processes to remediate negative impacts and the channels available for consumers and end-users to raise concerns. Ensure that the data reflects the effectiveness of these channels from the perspective of consumers and/or end-users, potentially drawing from surveys or other reliable sources that gauge their satisfaction with the process and outcomes.

Question

Accepted Answer

In addition to the satisfaction surveys used to assess tenants’ and customers’ views on URW, the Group believes in maintaining open lines of communication with consumers and end-users. To this end, URW has established multiple channels for them to raise concerns. These include customer service desks at URW properties, dedicated email addresses and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.

Unibail-Rodamco-Westfield

ESRS disclosure: S4-3_13

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