Mosaic World Corporate Update - July 2023
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Reshaping
Urban Living
Together
Corporate update
June 2023
In 2022, our focus was on the internal organisation,
and improving our commercial and operational
excellence. In 2023, we have shifted our perspective.
The impact of worldwide issues, infl ation, increasing
rent and government policies force us to respond
to rapidly changing circumstances around us. It is
when faced with headwinds that a company shows
its strengths, and I am glad to see we are still going
strong, showing healthy bottomline results.
It is now that we profi t from our strategy based
on four divisions around Real Estate, which helps
us balance all the risks around us. We are not just
developing properties with B-Right Urban Living, we
built them to then keep them in our own portfolio
under management by Plaza Resident Services.
Whilst properties await their future destination, with
Monoma we provide a temporary use that both covers
vacancy risks and costs. Finally with our security
division Watchtower we can instantly secure sites
with our mobile solutions.
The cashfl ow generated by our rental portfolio
allows our development team to keep realizing the
new projects. Governments across Europe are still
facing urgent housing needs, due to refugees and
newcomers arriving in our main cities. We are glad
to provide both fl exible housing solutions, modular
communities that can be erected quickly and
transformation concepts that turn vacant offi ces,
schools and hospitals into affordable housing. From
Dublin to Helsinki and Madrid, local and national
administrations co-operate with our experienced
teams to provide co-living solutions at short notice.
Please fi nd more detailed information on our plans
and results in this Corporate Update. We look forward
to meet with you and discuss the challenges ahead.
Joost van Gestel
Owner and founder of
Mosaic World
Welcome
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Tabel of contents
Preface Joost van Gestel
03
Message from CEO
06
Mosaic World
Board
How we manage
10
ISO-accreditatie
12
Moments
14
Werken bij
16
'Ecosystem' of brands
18
Brand Positioning
19
B-right Urban Living
20
Portfolio
22
Plaza Resident Services
24
Community driven property management
25
Cooperation with OTTO Work Force
26
Monoma
28
Cooperation with Grant Thornton
30
Temporary housing Ukrainian refugees
32
More than just property management
34
Cooperation with ENGIE
36
Monoma street art
38
NewNewNew
40
Watchtower Security Solutions
42
Products
43
Innovations
44
Tailor-made security
46
International expansion
48
Key Figures
50
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“ Feel free
to call,
the door
is always
open!”
Patricia Ghering,
CEO Mosaic World
As our owner points out, the development of our strategy has
been completed. This makes us scalable and thus ready for future
growth. The most important key to our company's success is
the enthusiastic, experienced and skilled commitment of all our
employees. When push comes to shove, they go the extra mile.
An example I look back on with pride was when a large group of
colleagues voluntarily worked together during Christmas to help
over 200 residents, who had to leave their homes urgently, with
temporary accommodation. At times like that, we really do make a
difference.
Committed – enthusiastic - knowledgeable
I also see this reflected in the communities we build; we are part
of them ourselves. Like our caretaker Harm, who recently appeared
on TV, watching over 400 young students and care workers in
the Utrecht Science Park. Or our commercial manager Masih,
who together with his mother, both fluent in Ukrainian, organise
shelter for refugees, from Hoorn to Tilburg. But also help them
with language lessons, social activities and finding work. In Dublin,
together with a healthcare institution, our commercial manager
David is transforming two landmark buildings into 40 co-living
units for the employees of the local hospital.
We think win-win, are partners with the local government and
owners, think proactively and look for solutions off the beaten
track. Our ambitions are boundless, the demand for housing
solutions remains unprecedentedly high, in all countries. Of course,
we occasionally face headwinds, but it is in those moments that our
brands strengthen each other by taking on challenges and turning
them into solutions.
Certified and transparent operations
We have a great responsibility for the well-being of our residents.
That is why we apply the protocols in the same way in all countries
and we have our operations audited independently. Since early
2023, we have been working in all countries in accordance with
NEN-ISO 9001, setting the bar high for ourselves. Not only are our
properties clean and safe, but residents are able to contact our
caretakers 24/7 via our own app. From reporting a malfunction
to organising a residents' barbecue, we build communities where
people enjoy working and livinging.
Your partner for housing solutions
Want to see for yourself how we turned a municipal office in
Amsterdam into a vibrant community of 400 homes, or how we
transformed a porcelain factory in Helsinki into a thriving community
of studios and start-ups? Feel free to call, the door is always open!
Patricia Ghering
CEO Mosaic World
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Monoma, Plaza Resident Services
& Watchtower Security Solutions
Patricia Ghering
Chief Executive
Offi cer
B-Right
Urban Living
Joost van Gestel
Owner and Founder
Robert Siep
Chief Financial
Offi cer
Wouter
Ommeslag
Chief Operations Offi cer,
MD Watchtower
Jolijn
van den Hengel
Chief Commercial
Offi cer
Olaf Terpstra
Director B-Right
Board Mosaic World
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A sustainable fl eet
Property managers, caretakers, technicians
and sales; a considerable number of our
employees drive quite a few kilometres every
year to visit complexes, (potential) clients
or Watchtower installations. To make these
kilometres as sustainable as possible, wwe are
making our vehicle fl eet more environmentally
responsible. In principle, new cars will be
electric, thus reducing our impact on harmful
emissions.
Transformation municipal offi ce
amsterdam zuidoost
We give an outdated vacant municipal offi ce
a second life by completely transforming it
into permanent housing. By building two extra
fl oors of housing on top, we optimise the use of
the limited space in the city. With the De Flier
project in Amsterdam Zuidoost, we show what
is possible with sustainable development.
Some completed
projects
Sustainable living
A personal customer portal for every
resident
Instant insight into (outstanding) invoices, all
contracts to hand, submitting repair requests
online and all relevant information relating to
your complex in one place. In the My Monoma
and My Plaza customer portals, every Monoma
and Plaza customer has 24/7 access to their
own environment with all information about
their living or working space.
The customer portal can be accessed both
online and via a mobile app. In the app,
in addition to the information about the
complex, residents also have the opportunity
to connect with other residents by using an
online noticeboard. Meeting up to play sports
together, cook together, or just watch a movie
together has never been easier.
With these customer portals, we meet the need
for a one-stop shop for all Monoma and Plaza
customers, centralize and share information
with our customers through a clear channel,
and take the next step in an optimal customer
experience.
Connected living
Reliable living
How we
Manage
Drivers
Market dynamics
Stakeholder
involvement
Digitalisation
Technological and
societal develop-
ments
Customer needs
Assurance
Trustworthiness
Service
expectations
Personalised
solutions
Corporate social
responsibility
Seamlessly connected
with all stakeholders
Environmental, Social
and Governance
Future proof business
models
Reliable
living
• Identify the right product &
market opportunities
• Flawless operations
• Effective systems and
control
• Professionalise workforce
• Consistent customer
experience
Connected
living
• Demonstrate added service
value
• Thought leadership
• Stakeholder management
• Learning organisation
Sustainable
living
• Develop customer centric
concepts
• Impactful partnerships
• Innovative solutions
• Safeguard future business
continuity
Operational
excellence
Powered by market dynamics and customer needs
we select and prioritise our strategic projects and
plot them in a strategic portfolio framework. It
provides focus and enables us to fi nish projects that
meet with our ambitions.
Operational Excellence
For us, being reliable and predictable means
that our services to residents, property
owners and partners are consistently of good
quality and in line with agreements, laws and
regulations, and expectations.
To live up to this reliability, we strive for
operational excellence. We achieve this by
describing, streamlining and continuously
improving our processes. We test, both
internally and externally, our processes and
their correct application by means of the NEN-
ISO 9001 standard and certifi cation.
Where possible, we tackle this on a European
scale, so that the expertise present in all
countries is used to the maximum. Colleagues
are encouraged to actively contribute to
identifying improvement opportunities and
implementing innovative solutions.
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An ISO certification shows current and future
customers that we operate in a reliable, transparent
and consistent way, in all the countries where
we operate. As we are continuously working on
improvement of processes within Mosaic World,
an ISO 9001 certification fits in perfectly with our
objective of continuously improving our processes
to take customer satisfaction to an ever-higher
level.
In the last months, we not only successfully
certified Monoma and Plaza Resident Services
in the Netherlands and Belgium for the 17th year
in a row, but also achieved ISO accreditation
for the first time for Monoma operations in
Ireland, France, Finland, Germany and Denmark.
By the end of 2024 we aim to achieve certification
for Watchtower Security Solutions as well.
By implementing the ISO structure in these
countries we have laid the foundations for a
European consistency of our business processes,
allowing all countries to grow on past successes
and
consequently
offer
our
customers
a
higher level of service and support. Moreover,
by introducing risk-driven auditing, we have
significantly improved our risk score and have
a clearer picture of where our opportunities lie.
At Mosaic World, we always raise the bar for
ourselves and aim to continuously improve our
organisation, way of working and service for our
customers.
In control
ISO accreditation for consistent processes
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Solutions to housing
shortage
Dutch TV channel SBS6 makes
item on microliving solutions
Mosaic World
Moments
Monoma
Irland
Presents its concept at the
construction fair in Dublin
Monoma Germany
Radio report Deutschlandfunk
on social management Monoma
TV interview in
Spain
Monoma Spain during SIMA
Real Estate Fair in Madrid
Media coverage
in Belgium
About the introduction
of Watchtower Security
Solutions in Belgium
Roundtable
discussions
Together with central
government and municipalities
on realisation of acute
living spaces during a
roundtable discussion with
Vastgoedjournaal
Our solutions are widely used
as examples and inspiration at
events, presentations, and in the
media. From items on national
TV to inspiring panel discussions,
across Europe.
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“Mosaic World, an
employer with a
social impact”
Can we, as a commercial player responding
to market needs, also make a social impact?
According to Iryna Pylypovych, Service Charge
Controller at Plaza Resident Services, we
prove every day that this is possible. Not only
for our residents, who have the opportunity to
live in affordable housing through us, but also
for our employees.
"For an introvert like me, the atmosphere and
softer business goals are very decisive in
whether I feel at home somewhere. From day
1, Mosaic World has made me feel that it also
pays proper attention to the human aspect.
I see that reflected in our focus on providing
community living for our residents, but also
how I and my colleagues are treated. From good
career opportunities, where sometimes even
new jobs are created if someone has specific
knowledge relevant to the organisation, to a
professional onboarding programme, active
guidance and study opportunities. But also
humour, short lines and clear communication,
openness
from
management,
and
joint
activities outside working hours. These
are all things I have had the opportunity to
experience myself during the past year at
Mosaic World, and why I feel so in place in a
dynamic environment like Mosaic World."
"Moreover, what I greatly appreciate is that
Mosaic World also contributes to the appeal
of people in need. A financial contribution to
initiatives by Turkish colleagues to organise a
collection for the victims of the earthquakes
in Turkey and Syria, the housing of Ukrainian
refugees, fundraisers and other initiatives
to help the war victims from my motherland
Ukraine. Things I will certainly never forget!"
Iryna Pylypovych,
Service Charge Controller
at Mosaic World
“People often think that it is all
about making a profit at commercial
organisations. But I believe that as an
employer, we show that we are not only
focus on the commercial interests,
but also look at the social interests of
employees. We do this, among other
things, by facilitating development study
paths, 360-degree feedback in which
the employee is the central focus, or
onboarding processes that are cross-
departmental. But also in small things,
such as sending a card or thank you gift to
colleagues who have completed training
or have made an extra effort in certain
projects, we show this aspect again.”
Mathilde Vaes,
HR Manager at Mosaic World
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250+ Employees
1993
13
Active in
countries
Offices
in cities
Since
Reshaping
urban living
together.
Reliable
Sustainable
Connected
Communities are
made of
,s
oitc
human connections.
Communities
We
Since
1993
create
The brands
create the
‘ecosystem’ of
Mosaic World,
the value is more
than the sum of its
parts.
Cities with Projects
Projects with Communities
Humans with affordable spaces
1.000
10.000
100.000
ES
BE
NL
UK
FR
DE
IE
DK
FI
2
Sin
ore
of its
'Ecosystem'
of brands
Where the shortage of urban space
and the availability of suitable housing
are
becoming
major
problems,
B-Right Urban Living offers solutions
in a sustainable way. We are working
on a future in which affordable,
comfortable
housing
is
available
to everyone who wants to live in an
urban environment. A world where
people fi nd the facilities they need in
their daily lives where they live.
For long-term rentals, Plaza Resident
Services offers students, starters and
other ‘new urbanites’ high quality
living spaces as well as programs,
services and management that foster
social engagement and connection.
Changing cities that are full of vacant
properties; properties that too often
lead to neighbourhood decline, but
could become engines of urban
rebirth when inhabited by the right
people: creative, fl exible, engaged
and responsible. Through Monoma,
we fi nd the right people, match them
with temporary vacant housing and
support them in making a ‘vacant
property’ into part of a community
while they live or work there.
No matter what kind of spaces we have
available, it all starts with fi nding the
right people— creative, responsible,
open—and connecting them with
the right living spaces— affordable,
urban, diverse. Through our online
platform, NewNewNew, people can
fi nd the particular type of living place
or space they want.
Our security division, Watchtower
Security
Solutions,
is
based
on
the philosophy that the temporary
security s should not cause nuisance.
We provide security solutions that
seamlessly meet the requirements of
our clients, without inconveniencing
the environment.
Brand
Positioning
As with any mosaic, these parts all work together in
service of our shared overall vision of diverse, affordable
and vibrant cities. They help build the urban ‘immune
system’, catalysing the growth of healthy communities
in the areas that often need it most; communities that
last, even as residents may change. Together, we offer
progressive micro living solutions that are sustainable
and socially connecting. We give people the home and
freedom to live a vibrant city life.
B-Right
Urban Living
Development of property
(95% managed by Plaza)
For city creators, we invest
in and develop smart
micro living solutions
that are resident-centric
and community shaping,
with fl exible yet long-term
ownership commitment to
unlock sustainable city living.
Plaza Resident
Services
Rental and management
of property
For city starters, we unlock
and secure smart micro living
solutions that are community
driven, of high quality and
have resident-centric service,
giving people the home and
freedom to live a vibrant city
life.
Monoma
Temporary use
of property
For city dwellers, we offer:
(con)temporary living
solutions that use space
creatively, agile service and
straight-up transparency. This
is how we give people the
chance to live a vibrant city
life in an affordable way.
NewNewNew
International
listing platform
For new city explorers, we
offer available city spaces
through personalised,
real-time offers. Via our
interactive platform, we share
information and inspiration
about modern city life.
Watchtower
Security Solutions
Smart temporary security
solutions
For city developers, we
provide a security solution
that seamlessly meets the
requirements of our clients,
without inconveniencing the
environment, of which the
object, site or project to be
secured is part of.
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