2017 Corporate Social Responsibility Highlights

“Making People's Lives BETTER is more than a phrase at Chartwell, it is a promise that we consider to be our highest priority.” Brent Binions, President and CEO
Resident Experience

Resident Experience

Our greatest responsibility is the care and service we provide to our residents and we strive to earn and keep their trust every day. With the support of trained and dedicated staff in our retirement homes and long term care homes, we offer seniors a safe and rewarding way of life that provides them a socially engaging and supportive environment. Chartwell recognizes the individuality of our clientele and works to ensure that our programs are flexible, adaptive and tailored to specific needs.

  • In 2017, we implemented several initiatives to drive customer satisfaction in our residences. Project ‘Welcome to Chartwell’ had a very positive impact on how we support our new residents in their first 90 days at Chartwell. In 2018, our customer satisfaction scores increased to 58% “Very Satisfied” from 53% in 2017 (note: this percentage does not include residents who were merely “satisfied’).
  • Offered in all our homes across Canada, our Life Enrichment program LiveNow is designed to engage the mind, body and spirit of all Chartwell residents and is part of our continued emphasis on improving the resident experience. The program focuses on building connections and engaging people in meaningful experiences.
  • Through our Moments That Matter program, Chartwell residents are encouraged to share a special moment they’ve been dreaming about with staff who do everything possible to make it happen. Feedback shows that fulfilling these small, but important, moments has a positive impact on a senior’s life and wellbeing.
  • Chartwell’s Memory Living Program establishes a culture that focuses on the social impact of dementia and is designed to respond to the unique needs of our residents. We have six Memory Living neighbourhoods across Ontario serving more than 160 people who are living with dementia. Our expansion plans include four additional Memory Living Neighbourhoods across Ontario, British Columbia and Alberta in late 2018 and early 2019.
Employee Engagement

Employee Engagement

We believe that our employees make a difference in the lives of our residents every day. We value the dedication, commitment and professionalism of our over 14,000 employees across Canada, and we are committed to attracting and retaining the best employees in the seniors housing sector by providing a rewarding and fulfilling work environment.

  • In 2018, our employee engagement score increased to 47% “Strongly Agree” from 41.4% in 2017 (note, this percentage does not include merely “engaged” employees).
  • We continue to focus on talent management and a succession planning framework to build leadership capacity and strengthen retention.
  • We have launched the national Manager’s Award program to recognize outstanding leadership among our residence management teams.
  • We continue to place emphasis on the onboarding of new employees and ongoing training for all staff.
  • Chartwell’s new corporate office is being built with employee health and wellbeing as a primary consideration. Features of the new building will include:
    1. an underfloor heating and cooling system which provides fresher air and localized heating and cooling;
    2. the installation of View Dynamic glass which tints in the sunlight, reducing glare, eliminating the need for blinds, increasing the exposure of our employees to natural sunlight, and greatly reducing heat-transfer;
    3. wellness areas for employees; and
    4. ergonomic solutions for all employees, including sit-stand desks and more opportunities to move throughout the day.
Corporate Governance

Corporate Governance

We are committed to sound corporate governance practices that include accountability, transparency and integrity in all facets of our operations. These practices are overseen by our Board of Directors and Senior Executive team, who strive to adhere to the highest levels of ethics and oversight.

  • We have been recognized in the Globe and Mail's Board Games publication as one of the best public issuers in Canada and as the best governed real estate company.
  • We have maintained a strong record of recruiting and retaining the best talent, including women in leadership positions, with women occupying 40% of the executive leadership roles at Chartwell and with three of our eight board members being women. See article Top Canadian firms on women's leadership.
  • 53 % of our Vice-Presidents and Senior Vice-Presidents are women.
  • We have established a target of maintaining at least 1/3 of our Board members as women.
  • We have a robust board diversity and renewal policy and have ensured significant and continuous renewal on our Board since our Initial Public Offering.
Community Investment

Community Investment

We believe in building and sustaining strong community relationships. We are proud of our charitable giving partnerships and community initiatives, which are directed toward projects that support seniors in meaningful ways including lifestyle, health, safety and shelter.

  • Chartwell launched its charitable partnership with Wish of a Lifetime Canada at the end of 2015. Since that time, Chartwell has donated more than $400,000 ($120,000 in 2017 alone) to Wish of a Lifetime Canada and through our partnership over 70 wishes have been granted to deserving Canadian seniors, including Chartwell and non-Chartwell residents. It has been documented that wish fulfillment can have tremendous positive outcomes on a senior’s health, purpose and sense of value after having a wish granted.
  • Chartwell has recently participated and contributed to a study published in the Seniors Housing & Care Journal relating to customer service and meeting resident needs and demands in retirement residences.
  • We are an industry partner for York University’s Canadian Innovation Hub for Biological and Computational Vision (HBCV) project supporting vision and visualization research.
  • We have partnered with Kidney Care Foundation to donate our older vehicles to help in the advancement of kidney health and the reduction and elimination of the burden of kidney diseases.
  • Chartwell partnered with Diabetes Canada to promote Clothesline, a dedicated Chartwell 1-800 # phone line for people and seniors who are downsizing to schedule a free pickup and the donation of unwanted clothing and small household items.
  • Chartwell is an industry partner of Age-Well, an organization dedicated to the creation of technologies and services that benefit older adults and caregivers.
Environmental Stewardship

Environmental Stewardship

We use management opportunities, where possible, that will help ensure our operations and services are provided in a sustainable manner. We will continue to explore ways to meet the needs of the present without compromising the needs of the future.

  • Chartwell is building a new corporate office to high sustainability and low energy consumption standards, and will include many ‘green’ features in the new development, including locally sourced materials and products, high efficiency heating and cooling systems and reduced usage of building materials particularly concrete through innovative engineering solutions. These solutions include:
    1. The installation of View Dynamic glass, which tints in the sunlight, reducing glare, eliminating the need for blinds, increasing the exposure of our employees to natural sunlight, and greatly reducing heat-transfer;
    2. The use of bubble desk technology on certain areas of the building, reducing the amount of concrete transported and used in construction by 60 truckloads;
    3. Installing charging stations for vehicles and covered parking for bicycles; and
    4. Using an under-floor heating and cooling system to reduce energy usage and provide fresher air to employees.
  • Chartwell builds new retirement and long term care residences with energy efficient systems and equipment such as LED lighting, high efficiency boilers and energy smart appliances, among other innovative features.
  • Existing buildings are retrofitted with energy efficient systems, equipment and materials such as, but not limited to, LED lighting, high efficiency boilers and Low-E windows.
  • We continue to identify areas where our staff can support everyday actions to reduce our energy use.
  • We continue to update energy-efficient infrastructure systems in new developments and capital renovation projects.
  • We have developed and are implementing a sustainable waste management program to improve service, streamline operations, and enhance diversion opportunities.
Chartwell Facts & Figures

Chartwell Facts & Figures

Fast Facts about Chartwell: (Source: Rendezvous Welcome magazine)

  • 4 key provinces (BC, AB, ON & QC)
  • 3 corporate offices
  • Over 200 retirement and long term care homes
  • Over 32,000 suites
  • Over 14,000 employees