Manulife US REIT - Annual Report 2021

103 SUSTAINABILITY REPORT 2021 Monitoring Tenant Satisfaction To better understand the needs and concerns of our tenants, we engage Kingsley Associates to conduct tenant satisfaction surveys every alternate year at all MUST’s properties. The survey gathers information on tenants’ overall satisfaction, perception of property, satisfaction with management, leasing andmaintenance, renewal intentions and likelihood of property recommendations. In the last biennial survey conducted in 2020, 88.0% of the tenants who participated in the tenant satisfaction survey responded with a 4 or 5 Star rating on overall satisfaction. Tenant Health and Wellness The pandemic highlighted the critical role that our surroundings play in supporting the health, safety and well-being of our tenants. Our property management team implemented solutions that uphold the most stringent health and safety standards in office buildings. Building Health and Wellness Initiatives Rigorous cleaning and sanitation standards • Increased frequency of cleaning and disinfection • Implemented green cleaning requirements aligned with LEED TM standards • Green Seal® certified cleaning products Optimum indoor air quality • Conducted comprehensive air quality inspections • Installed CO 2 sensors to control the amount of fresh outdoor air for cooling • Upgraded air filters to a Minimum Efficiency Reporting Value (MERV) 13 rating • Utilised products that emit low quantities of volatile organic compounds (VOCs) Reduce frequency of contact • Installed touchless systems including bathroom fixtures, automatic doors, elevators and parking automation (to be installed in 2022) Health and wellness • Michelson is Fitwel ® -certified for meeting global standards in building health and wellness • Critical features include indoor air quality, fitness amenities, access to green spaces, accessibility and alternative transportation • As at March 2022, Figueroa, Peachtree, Michelson and Centerpointe also achieved the Fitwel ® Viral Response Approval for mitigating viral transmission in buildings. Engaging Tenants on Health and Wellness Return to office guide • Issued a Return to Office guidebook to tenants with recommended policies and procedures to ensure the safe and ongoing return to office Cultivating a healthy and active lifestyle • Organised a ‘Move the Heart’ challenge in conjunction with the American Heart Month in February 2021 Emergency preparedness • Equipped tenants with emergency skills through safety and self-defence classes and emergency life-saving techniques Promoting flu and COVID-19 vaccination shots • Collaborated with pharmacies to promote flu and COVID-19 vaccination shots during the flu and holiday seasons To encourage the use of face masks , a mask contest was organised for tenants at Centerpointe to design and vote for their favourite masks