Reshaping
Urban Living
Together
Corporate update
January 2024
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, inflation, 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 profit 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 cashflow 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 flexible housing solutions, modular
communities that can be erected quickly and
transformation concepts that turn vacant offices,
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 find 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
Mosaic World
06
Board
07
How we manage
08
ISO-accreditatie
10
Moments
12
Werken bij
14
'Ecosystem' of brands
16
Brand Positioning
17
B-right Urban Living
18
Portfolio
20
Plaza Resident Services
22
Community driven property management
23
Cooperation with OTTO Work Force
24
Monoma
26
Custom solutions for diverse vacant properties
29
Temporary housing Ukrainian refugees
30
More than just property management
32
Cooperation with ENGIE
34
Monoma street art
36
NewNewNew
38
Watchtower Security Solutions
40
Products
41
Innovations
42
Tailor-made security
44
International expansion
46
Key Figures
48
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Joost van Gestel
Owner, Founder
and CEO
Robert Siep
Chief Financial
Officer
Wouter Ommeslag
Chief Operations Officer,
MD Watchtower
Olaf Terpstra
Director B-Right
Patrick Dillen
Director Property
Management Nederland
Board Mosaic World
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A sustainable fleet
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 fleet more environmentally
responsible. In principle, new cars will be
electric, thus reducing our impact on harmful
emissions.
Transformation municipal office
amsterdam zuidoost
We give an outdated vacant municipal office
a second life by completely transforming it
into permanent housing. By building two extra
floors 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 finish 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 certification.
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 for the 17th
year
in
a
row,
but
also
achieved
ISO
accreditation for the first time for Monoma
operations in 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
Seminar
In collaboration with Byens
Netvaerk, Monoma Denmark
has held a seminar focusing on
temporary transformation of
empty properties
Monoma Germany
Radio report Deutschlandfunk
on social management Monoma
Knowledge session
Sharing knowledge and
experiences on the temporary
transformation of The Plot
together with the City of
Amersfoort
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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“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 efort in certain
projects, we show this aspect again.”
Mathilde Vaes,
HR Manager at Mosaic World
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 Mathilde Vaes, HR Manager at
Mosaic World, 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.
"In fact, from the very first moment someone
joins us, we also pay attention to the human
aspect. You can see that reflected in our focus
on providing community living for our residents,
but also 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."
"Moreover, what I personally appreciate
enormously 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 Ukraine. It makes Mosaic World an
employer with a social impact.
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250+ Employees
1993
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
NL
BE
DE
DK
FI
PL
UK
'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 find 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, flexible, engaged
and responsible. Through Monoma,
we find 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 finding the
right people— creative, responsible,
open—and connecting them with
the right living spaces— affordable,
urban, diverse. Through our online
platform, NewNewNew, people can
find 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 flexible 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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Planned or not, each building expresses
a philosophy, a vision of what it means
to live a comfortable and good life. Our
vision is based on progressive micro
living solutions; a smart combination of
personal spaces and communal spaces,
resulting in affordable and liveable living
spaces within a vibrant community.
As a developer of progressive micro living solutions
across Europe, we bring a unique range of relevant
knowledge, skills and experience. We add a healthy
dose of curiosity about new ideas, and a strong
desire to work with partners who share our vision:
governments, developers, investors and others who
recognise the need for more flexible, sustainable,
resident-centered urban communities.
“This vision translates into various solutions,
both short- and long-term. ”
New construction projects
Such as the Pauwmolen in Delft, where
we have developed 285 fully furnished and
unfurnished homes with shared facilities in a
high rise building, a stone's throw away from
Delft University of Technology.
Flex projects
Like Limapad in Utrecht, where our student
living concept won a tender and we were able
to develop 400 independent student homes
with associated social meeting areas and
workplaces. All this, within only 6 months by
using modular units.
Transformation projects
Such as the project on Flierbosdreef in
Amsterdam, where we were challenged
to transform a former government office
building into affordable rental 397 homes
while the existing tenants, such as the public
library and a hostel, were able to run their
daily business in the same building.
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