g live annual report 2016/2017 - borough of guildford · 2018-02-26 · g live annual report...

G Live Annual Report 2016/2017

Contract Year Six

Christmas party celebrations at G Live

Tim Brinkman: G Live Theatre Director November 2017

G Live Annual Report 2016/2017 Contract Year Six

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Contents

Purpose of report 3

Introduction & Executive Summary 4

Bellerby Studio and Reception Room Activity (non-Main Hall activity) 12

G Live Hospitality 13

Creative Learning 16

The Operator Agreement and Key Performance Indicators 18

Financial Performance 20

Customer Satisfaction Information 21

Buildings and Health & Safety 24

List of Appendices

Annexe 1 - Marketing Annual Report Annexe 2 - Creative Learning Annual Report Annexe 3 - Buildings & Health & Safety Annual Report Annexe 4 – Annual Financial Summary


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Purpose of report This report is a summary of G Live’s sixth full year of activity and sets out the venue’s performance against the indicative performance indicators in the Operator Agreement between HQ Theatres & Hospitality (HQT&H) and Guildford Borough Council (GBC). The reporting period is 1st October 2016 to 30th September 2017, inclusive. The basis of the report is the performance, community and corporate events activity as reported to GBC at the Monthly Service Review Meetings (MSRM) held since the commencement of the contract. G Live’s Director has presented monthly summary reports as follows;

The live programme, including final ticket sales

Financial summary for the wider business

Creative learning / community activity

Marketing activity

A summary of hospitality activities

Building related issues and health & safety In addition, further detail of the venue operation and matters of mutual interest have been reported at the quarterly review meetings between HQT&H and GBC. This process is concluded each year with the Annual Review Meeting and the presentation of this Annual Report to GBC’s Executive and Scrutiny Committees.


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Introduction & Executive Summary

Launch of Guildford Monopoly at G Live

G Live’s sixth year has seen growth that continues its increasing impact. In the town centre venue’s different spaces, Guildford boasts one of the most dynamic, busy and broad programmes of light entertainment, music of all kinds, dance, opera, musicals, comedy, community and corporate events. The continuing buoyant growth means that G Live has hosted more events than in previous years. The number grew by 17%, considerably building on last year’s 12% growth. Attendance topped 200,000 for the first time through a 16% growth on last year. This continues the remarkable track record of growth every year since opening in 2011. Main Hall activity now exceeds KPI by 57% and attendance by 42%. Nationally the venue punches above its weight; regularly featuring alongside major concert halls and arenas in tour advertising in the Sunday newspapers; boosting Guildford’s profile as a cultural centre. Events of this type continue to demonstrate G Live’s standing within the music and entertainment industry. GBC and HQT&H have regularly discussed the relative progress against the Operator Agreement’s indicative KPI’s through the Monthly Service Review Meetings (MSRM). A breakdown of programme activity follows in the next section. G Live has proved to be a remarkably flexible contemporary venue that is capable of accommodating the varied needs of professional touring shows and local community organisations, as well as being a vital linchpin within Guildford’s business and leisure tourism offer. The value to local community


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users is proven through a very high level of demand. In year six we’ve seen demand continue to increase from local organisations keen to utilise the venue. Main Hall community events in year one were 60. Including the regular Sunday Hillsong bookings that commenced in late January 2015 they totalled 166 in year six. The venue’s management are delighted once more to announce a strong financial result for the sixth year of the contract. The post-subsidy profit is greater than all previous years. The post-subsidy operating profit is c. £228,999. This will, for the fifth year running, invoke a profit share arrangement between HQT&H and GBC. The Council will receive a rebate of c. £45,800. The Finance section later in this report sets out the profit share and the subsidy per attendee/population figures. The venue’s headline strategic marketing activity has been reported to the MSRMs with GBC. The Marketing Annual Report is attached to this report at Annexe 1. The following marketing statistics illustrate the growing popularity of G Live;

G Live’s customer database has grown again in year six and now totals 133,854.

G Live has over 12,396 Twitter followers (up 8% on last year) and 8,947 Facebook Friends (up 26%). We have 1,344 followers on Instagram.

G Live’s PR effort produces a great deal of media coverage each year which grew significantly in 2016/17.

G Live has 680 ‘Friends of G Live’ memberships and introduced a new direct debit renewal feature this year.

Through G Live’s wider community partnerships the venue raised funds for our local charity, Street Angels, and our national charity, Great Ormond Street Hospital. In 2017 HQ Theatres and Hospitality with the help of G Live was recognised by Great Ormond Street for having raised over £1,000,000 for the charity. G Live continued its successful School Partnership Scheme that saw a programme of school activities. Once again the Creative Learning department at G Live was shortlisted in the HQT&H annual awards. The wider community and creative learning engagement programme at G Live has again been a significant success with a full calendar of activities across all of the venue's spaces. Our award winning Creative Learning Manager, Jo Wright took time to produce her second son and was covered by Hannah Ashwell who brought some new ideas and approaches to the department. The 2017 Creative Learning Summer Project was called “Creative Arts Week”. This project for 37 young people included workshop sessions across all different types of Circus skills. Their development during the week received great feedback from both the participants and their families. This project is unique in Guildford and complements the other summer activities in the area. Throughout the year the Creative Learning team delivered a huge number of projects, sessions, tours and Bellerby Studio Shows and supported an annual internship programme. G Live’s conference and events activity continues to attract a wide variety of local businesses. The in-house team worked hard to create a calendar of themed G Live events that are open to the general public. These include an 80’s extravaganza party called Tropicana Nights, regular Comedy Curry nights, lavish Christmas parties, two Guildford Wedding Fairs, a New Year’s Eve event, Only Fools and Three Courses nights, the Beer Festival and G Live’s first food & drink festival. Excellence in customer service is an on-going focus for the team at G Live and is embedded in the staff training and day-to-day operation of the Venue. The G Live annual customer satisfaction


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surveys support this with 89% of respondents rating relevant service areas as good, or very good. The response to events at G Live received an almost perfect score of 99%. Innovation at G Live continues with the introduction of an interval drink order app for hand held devices. G Live continues to support the Town Centre Business Improvement District and is critical to Guildford’s overall ‘complete destination’ approach to the leisure and business tourism offer. The venue’s Director has joined the board of Experience Guildford. The management team at G Live are very much aware of the venue’s fit within the cultural landscape of Guildford. G Live’s diverse and predominantly one-nighter commercial programme is almost entirely complementary to the programmes of the Yvonne Arnaud Theatre and the Electric Theatre. The combined critical mass of cultural activity provided by Guildford’s principal venues is remarkable given the population of the borough. G Live, under HQT&H’s management, looks forward to collaborating and cooperating with the town’s other venues to continue this richness of cultural provision. Further steps took place this year with a number of meetings about education and creative learning projects. The G Live Facilities and Buildings Manager has been working closely with GBC’s contract monitoring team on all matters concerning legislative compliance, maintenance and the continued efforts to resolve any longstanding building faults. Further details are included in the Buildings & Health & Safety Annual Report at Annexe 3.

G Live volunteers October 2017

G Live provides a range of employment opportunities including theatre management, theatre technical and hospitality roles. The organisation’s annual expenditure on wages exceeds £1,000,000 directly into the local economy. Each year G Live collaborates with Surrey University on a successful internship programme. The venue is supported by a team of 108 local volunteers who provide front of house and back of house support. Each month up to 863 hours are contributed by this diverse group of local people, with each volunteer averaging between 5 and 12 hours each month helping G Live in its role. This totals nearly 9,000 hours per year.


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Programme Balance and Range - Main Hall

The activity in G Live’s Main Hall is illustrated with detail in the table below. The Operator Agreement’s indicative number of performances in each category represents a benchmark against which to measure the weight of G Live’s programme. It should be noted that many aspects of the venue’s programme are subject to the availability of product of a suitable scale and the alignment of the venue’s diary (date availability) with the routing of national tours to peer venues. Whilst G Live can influence product selection and position itself within the industry to programme the full range of genres and shows included in the agreement, it is generally unable to create new product from scratch and is, therefore, subject to the outside forces of touring and industry fluctuations of artists/product availability. The issue isn’t unique to G Live. Taken alongside the Bellerby Studio and Reception Room activities (see following section), with the exception of Christmas day, there is hardly a day in the year when there isn’t something happening at G Live.

Main Hall Combined

October 2016 - September 2017

Categories Code

GBC

Target

Perfs /yr

Actual

Perfs Attend

% of GBC

target

Children's / Family Ents FAM 31 39 10,370 126

Classical (Orch/Opera/Big Bands) CLAS 18 11 6,779 61

Comedy / Spoken Word COM 45 29 22,058 64

Dance / Stage Musicals MUS 42 44 22,759 105

GPO GPO 4 - - -

Others OTH 6 6 2,153 100

Rock & Pop standing RPS 14 13 14,851 93

Rock, Pop, Folk, Jazz & World POP 84 62 39,379 74

Sport SPO 6 1 495 17

Community Events COMM 15 166 102,244 1,107

GBC KPI sub total 265 371 221,088 140

Get in / Get out / Production GET - 8 -

Internal Events INT - 12 -

Rehearsal REH - 1 -

Sub total - 21 -

Conference CON - 1 -

Dining / Banquet DIN - 11 2,508

Exhibition EXH - 3 1,362

Hospitality Other HOSP - 13 5,569

Sub total - 28 9,439

Total 265 420 230,527 158

Figure 1. Main Hall Programme


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Programming Highlights

Children's and Family Entertainment

G Live has a thorough programme of high quality events provided for children and their families. The aims of the programme are broadly educational covering a variety of topics from science to wildlife and engendering a greater knowledge of the performing arts. The programme is augmented by a year round programme of creative leaving activities. The performance programme highlights included: Georges Marvellous Medicine, The First Hippo on the Moon, Mr Bloom’s Nursery Live, Naomi Wilkinson, Jamie Raven, Monstersaurus, We’re Going On a Bear Hunt, The Scarecrow’s Wedding, The Tiger Who Came to Tea, Milkshake Live, Dinosaur World and The Hunting of the Snark. Lewis Carroll’s famous poem was developed in Guildford of course. Shakespeare Schools Festival presented new versions of Shakespeare’s classics interpreted by local school children. A new addition to the programme was the Banff Mountain Film Festival which screened extraordinary award winning films about mountain activity.

Justin’s Party The Tiger Who Came to Tea

Classical

G Live has established a strong reputation in the classical music scene for co-producing The Guildford International Concert Series. The concerts now often sell out and year six featured the Tchaikovsky Symphony Orchestra, the Czech National Symphony Orchestra, the European Chamber Orchestra, The Royal Philharmonic Orchestra (twice) and the Bournemouth Symphony Orchestra. The classical category also includes big bands, opera and other orchestral concerts. In year six this included Her Majesty’s Band of the Royal Marines, Guildford Symphony Orchestra, Wimbledon Choral Society, Guildford Choral Society, Southern Pro Musica and the National Youth Jazz Orchestra. Lyric performances included Aida, Nabucco, Tosca and The St Petersburg Ballet.


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Jennifer Pike, soloist with Tchaikovsky Symphony Orchestra Guildford International Concert Season

Comedy

The comedy category includes spoken word, 'Audience With' events as well as stand-up comedy. G Live is now recognised as a major point on the touring circuit for comedy and has strong relationships with all the key promoters in the field. The profile of the venue was very helpful to Guildford Fringe who built on that with a new launch event for the 2017 Fringe Festival, bringing together comedy artists on a joint bill at G Live. Further increases in support for the profile of Guildford Fringe are under discussion for 2018. Although below target for the year, at 29 performances this coincides exactly with the average number of comedy performances at G Live since the start of the contract. Highlights included: Graham Norton, Nina Conti, Rob Beckett, Julian Clary, Al Murray, Ross Noble, Jimmy Carr, Danny Baker, Count Arthur Strong, Russell Brand, Henning When, Omid Djalili, Stewart Lee, Jimeoin. Notable spoken word events included Sir Ranulph Fiennes, Professor Brian Cox, Sir Chris Bonnington, Levinson Wood, Gower and Cowdrey, Gino’s Italian Escape, Darts Masters and Banff Mountain Film Festival.

Al Murray Danny Baker


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Dance and Staged Musicals

Audiences for dance events and touring musicals have been enthusiastic at G Live. Although the venue does not have a large track record of hosting this kind of performing arts the venue lends itself to particular styles of dance and musical performance. The addition of stage curtains would help meet the needs of these touring productions but, despite this lack, the interest in performing at G Live has been growing amongst dance and musical producers. During the year G Live played host to runs of the following major musicals Joseph and his Amazing Technicolor Dreamcoat, Foot loose and Blood Brothers. Dance highlights included visits to Guildford by Anton & Erin, Brendan Cole, Lord of the Dance, Richard Alston Dance Company, Motionhouse, Alijaz and Janette Remembering Fred, Out of this World, Natalie Lowe Rip It Up, Kevin and Karen Clifton, Rhythm of the Dance and the St Petersburg Ballet Company.

Out of this World Joe McElderry as Joseph (©Mark Yeoman)

Music

G Live's presence on the music circuit is well established with regular offers from the country’s biggest promoters. The huge diversity of music on offer spans a great range of audiences. For young people there were concerts by Kula Shaker, Frank Turner, The Shires, Ward Thomas and Katie Melua which attracted sell-out crowds. G Live supports local acts and in autumn 2016 featured young artists Georgina Loosey, Lara Cottrell, Louis Austen, James Humphrys and Ollie Wade. Other popular music events featured UB40, 10CC, Rebecca Ferguson, Level 42, The Manfreds, Shalamar, The Overtones, The Osmonds, Alexander O’Neal, The Ukulele Orchestra of Great Britain and Sons of Pitches. Soul II Soul brought their particular brand of soul funk to Guildford in May with the more country infused rock and roll of Imelda May and KT Tunstall also packing in full houses in the Spring. Lovers of heavier music enjoyed the power of The Stranglers and a return to the stage of another ex-punk era act, The Damned. Jools Holland brought his Rhythm & Blues Orchestra and the list of original singer songwriters visiting was equally impressive – these included; Billy Bragg, Gabrielle, Rick Astley, Al Stewart, Foster and Allen, Dave Mason’s Traffic Jam, Paul Carrack and Justin Hayward.


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G Live hosts some of the world’s leading tribute acts which this year saw Australian Pink Floyd attract a full standing auditorium for their loving crafted extravagant tribute to Pink Floyd. In October Montreal based The Musical Box brought a recreation of a 1976 Genesis concert to life featuring the original set elements which sold out (fans of Genesis – a local band – also filled the venue for a visit by Mike and the Mechanics). Jazz, folk, blues and musical theatre fans could see the following at G Live during the year: Martin Taylor, Elaine Paige, Petula Clark, Elkie Brooks, Le Vent du Nord, Peatbog Faeries, Yamoto, the Dublin Legends, Seth Lakeman, and Robert Cray.

The Ukulele Orchestra of Great Britain

Community Events

The Main Hall community events are a cornerstone of the venue's programme and last year was no exception. Community users included: Police Dog Training, the Mayors Ball, Innovate Guildford, The Freedom Parade Event, Boogie Pumps, Creative Company, Rock Choir, Focus Schools Event, Southern Pro Musica Family Concert, Guildford College, The Samson Centre Concert, Guildford County School, Gosden House School, ACM Graduation, Primary Schools Concerts, Rotary Schools Concert, Surrey Arts, Guildford High School Prize Giving, Tormead School Prize Giving, Guildford Theatre School, Creative Arts Week, University of Surrey, Guildford Lions, The Children’s Concert, Hillsong Church and Eagle Radio's Local Community Heroes. Every week young people participate in a variety of offerings including Busy Lizzy sessions, Guildford Theatre School and Creative Company. Big Draw once again had a major presence at G Live. The festival theme continued with major contributions to Guildford Book Festival, Guildford Fringe and the Schools Shakespeare Festival.

Southern Pro Musica Family Classics 2017


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Bellerby Studio and Reception Room Activity (non-Main Hall activity)

Bellerby Studio and Reception Room Summary

The Bellerby Studio and Reception Room continue to host a huge number of events including accessible family theatre shows, comedy, G Live’s Creative Company, community events, Surrey Arts events, schools’ events, parties, dance performances and workshops.

The numbers of activities has topped over 1,000 in a year for the first time with an average of over three a day every day of the year.

The spaces are increasingly in demand from local business for a range of activities including staff training, customer consultations and meetings.

The flexibility of these spaces also facilitates VIP receptions, conferences, exhibitions, dining, beer festivals, artist catering and awards ceremonies.

Taken alongside the activities in the main hall, there is hardly a day in the year when there isn’t something happening at G Live.

Studio and Reception Room Activity

October 2016 - September 2017

Categories Code Studio Reception Combined

Children's / Family Ents FAM 259 113 372

Classical CLAS 6 - 6

Comedy / Spoken Word COM 15 - 15

Community COMM 163 176 339

Dance DAN - - -

Education EDUC 29 166 195

Get in / Get out / Prod / Reh GET 2 - 2

Internal Events INT 8 28 36

Music other MUSO 1 3 4

Others OTH 2 - 2

Sport SPO - - -

Studio Theatre THE 8 2 10

Teen Show TEEN - - -

sub total 493 488 981

Conference CON 7 133 140

Dining / Banquet DIN 4 18 22

Exhibition EXH 6 3 9

Hospitality Other HOSP 33 13 46

sub total 50 167 217

Total 543 655 1,198

Figure 2. Studio and Reception Room Activity


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G Live Hospitality A visit to the theatre is always enhanced by enjoying something to eat and drink. At G Live we put great care, time and attention to these crucial elements; from the quality of drink on offer to the detail and thought in our specially prepared food.

Our in house team work as part of a wider Hospitality brigade in the HQ Group. Our chef, Martin, has colleagues in other venues with which to share expertise and imaginative approaches to the many different dishes on offer. No other group of UK venues has this approach. G Live is particularly strong and is often used as a source of inspiration for other venues. Our menus evolve constantly and this year featured new dishes to tempt

diners either to Mezzanine Restaurant for a pre-show meal or to the Café for something quicker:

Speciality Dishes Café Sharing Platter

One crucial measure of our customer service is a monthly mystery shopper reports. An anonymous customer books and visits G Live for a food, drink and show experience. They then complete a detailed report on the whole experience offered by the venue – from booking their tickets to dining and watching the show. Our average rating for Mystery Shopper reports is over 92%. This is one of the highest in the entire HQ group. We care about service. Dedicated team building skills with our hospitality staff has lifted G Live’s rating on trip advisor and it now consistently ranks at 4 stars.

Quality Service Looking after customers in the Café


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Innovation is key to the continuing success of G Live operations and this year marked the debut of our online pre-ordering app for interval drinks. The G Live Food and Drink App allows customers to pre-order their interval drinks at home, on the go or at the venue by selecting the relevant show and placing their order from the online menu via any mobile device. Payment is handled automatically creating a hassle-free time-efficient way of ordering and collecting drinks. We are acutely aware that for a large number of customers there is only limited time to reach the bar. This new system is one of a number of new approaches we are adopting to help mitigate the inevitable wait times for interval orders. The success of this innovation was recognised by HQ who have now rolled the system out across all of their other venues. We secured an agreement with a new procurements company which allows us to place order online and introduces paperless invoicing allowing us to audit the work we do in much efficient way. We work to the highest ethical standards, with purchasing being managed by CIPS qualified procurement specialists adhering to EU standards. This year we signed new partnership with world’s leading brand Heineken for our Beer & Cider supply. Heineken is the name behind brands such as Strongbow, Heineken® and Kronenbourg 1664 together with a range of speciality brands. We will continue our strong relationship with local brewer, Hogsback which together with Heineken makes for a very strong high quality beer offer. In another innovation this year we introduced Heinekens state of the art Smart Dispense system in our cellar which runs beer lines at -3C to deliver a perfect pint. It also helped us to improve quality of dispense, reduced beer waste and help reduce the consumption of energy, water and chemicals. New procurement partnerships provided the opportunity to re-evaluate our prices in Café, Bar and Restaurant. Our pricing strategy is a continuous refinement taking into account segments, ability to pay, market conditions, competitor actions, trade margins and input costs, amongst others.

Mezzanine Restaurant Hogsback Bar

This year, to further enhance our customers visit, we introduced Food & Drinks VIP packages. Our customer can pre-order and enjoy a tasty sharing platter and a drink and soak up the pre-show atmosphere of our café. During the interval, customers can return to their table for a delicious dessert and second drink. Event dining is a special part of our offering. G Live often achieves 100 % ticket sales for our in-house monthly Hellfire event; building on the venue’s strong comedy reputation. Hellfire combines great home cooked curry created especially by our Chef with emerging new comedians. The Only Fools &


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Three Courses Dining Experience takes place three times a year and has become a sell-out feature with diners and actors on the stage. The dining experiences are complemented by the Tropicana party events drawing guests in to party the night away to 80’s music. The event is once every three months and attracts around 300 – 400 guests each time. This March we achieved our highest attendance for Tropicana with over 600 guests packing the venue out.

G Live Banqueting Hellfire Comedy Club

Use by corporate clients has been growing this year. We offer a competitive Day Delegate Rate – this includes room hire, refreshments and lunch throughout the day. Clients are able to dine for lunch in the Mezzanine Restaurant, taking a break away from the meeting room. Half day room hire charges for training sessions have made the Glass Room a popular space away from the noise of the general public. A flexible approach offering the client ideas and options within their budgets is the key to this growth. Below are typical comments from recent events at G Live: We really liked the space, the room itself was bright and had lots of natural daylight. The food

provided was good – Mel Hansen, AQA

We have received great feedback from the participants about the quality of the venue, the great

welcome they received, and the excellent food and refreshments throughout the day. – Jo Owens,

Bridge Event

‘It went extremely well. Feedback has been good and the various changes made worked really well.’

Sue Seakins, Surrey Law

Surrey Property Awards


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Creative Learning Year Six of G Live’s Creative Learning activity has seen legacy work with previous partnership schools, our continued refining of participatory and family offer, reflecting our main house programme and extending the chance to experience different art forms and learn new skills. We raise our profile, locally and nationally through engagement with touring consortiums and festival programming, and are beginning to cultivate a strand of work for Early Years, responding to the building’s popularity with parents of young children. Working more deeply with local schools and with families and cultivating a programme of events designed to engage and entertain a variety of audiences continue to be central tenets of the department’s work.

The Girl and the Giraffe, part of the Bellerby Studio CL Programme

Highlights included:

G Live’s Schools Partnership Scheme continues to develop, working this year with Sandfield

Primary School.

Creative Arts week during the Summer Holidays welcomed children to engage with high quality Circus Skills, a strand we intend to develop in 2018.

High quality Programming for young and Fringe audience, including Comedy Club 4 Kids, A Real Mermaid’s Tale and The Girl and the Giraffe.

Skills based half-term workshops including Lion King Dance-in-a-Day, Science, special effects make-up, magic, Creative Orchestra and animation.

Creative Careers events and Applied Industry Work Experience as well as involvement in the National Citizenship Service.

Family Days in October, February and May Half Terms, including Big Draw Activity.


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Open rehearsals and pre-show talks as part of the Guildford International Concert Series.

Presentation of a number of shows as part of Guildford Fringe Festival, including G Live Creative Company’s Til Death do us Art.

Innovate Guildford, GBC’s Science Festival welcomed a triumphant 7000+ people in March. The depth and richness of the programme reflects the wide variation in reach, participants and nature of engagement that G Live cultivates. (Further details, including full participation numbers, are included in this report at Annexe 2.)

Creative Arts Week Acrobats


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The Operator Agreement and Key Performance Indicators The following table summarises G Live activity against the indicative targets set in the Operator Agreement. The Main Hall Live Programme (1) activity is an increase of 36 shows on year five (year five was -11 on year one) and falls short of the 250 shows target per year by 45. Total Main Hall Event Activity (4) exceeds the target of 265 events for the year by 152 including Main Hall Community Events (2) and Main Hall Non-Performance Events (3).

Figure 3. Operator Agreement KPI’s The KPI’s are a good ‘indicative’ measure of the G Live programme weight and balance but should be considered in the wider programming context of the venue and the fluctuations in industry-driven product supply. Inevitably, there will be variances between the KPI’s and the actual number of events in any given year and for any given event type. These KPI's were set before the venue opened when the programme could only be estimated. Now that five years’ of KPI data is available the G Live management team and the Council's contract monitoring team view the KPI's against the actual results to date. The target for Total Main Hall Event Activity (4) is 265 per year. This was exceeded by 155 in year five.

At year five the Main Hall Attendance (5) target increased to 161,257 per year. This KPI remains at that level for each remaining years of the contract. Attendance in the sixth year at 230,527 exceeds year five by 31,627 and the year six KPI target by 69,270. Attendance levels, as with the number of events in the year, are directly linked to relevant product availability as described earlier in this report.

Key Performance Indicators Contract Year

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 KPI Variance Notes

1

Main Hall Live Programme. No. of

Shows. 180 188 193 164 169 205 250 45-

Excludes get ins, rehearsals and non -performance

events such as the beer festival, conferences.

2 Main Hall Community Events 60 41 40 92 136 166 15 151 Includes Hillsong services.

3 Main Hall Non-Performance Events 48 47 47 63 51 49 - 49

Get ins, rehearsals & Hospitality events in the main

hall

4 Total Main Hall Event Activity 288 276 280 319 356 420 265 155

Includes Main Hall shows, events, rehearsals, get-

ins and non-performance events.

5 Main Hall Attendance 130,574 136,021 139,199 177,079 198,900 230,527 161,257 69,270

Compared to maximum KPI 161,257 (y1 -20%, y2 -

10%, y3 - 5%, y4 +10%, y5 +23%, y6 +42%).

6 Non-Main Hall Hospitality Events 147 101 135 72 137 90 125 31

Studio & Reception only. Excludes Sem Rooms &

Foyer events. KPI includes both lines 6 & 7.

7 Other Hospitality Events 54 34 62 73 160 66

Ancillary spaces excluding Studio and Reception

Rooms. Numbers count to KPI on line 6 also.

8 Education Projects 218 85 215 193 230 212 100 112

Creative Arts Week, Applied Arts Industry Week,

Holiday skills weeks, Writers Group, Innovate

Guildford, two partner schools in the year.

9 Main Hall Dark Days 114 115 116 91 85 64 80 16- Quality over quantity as reported via the MSRM.

10 Customer Service KPI is rated 90% good / very good

10.1 Show / Event 92% 97% 98% 98% 99% 90% 9%

10.2 Service / Staff 92% 92% 93% 95% 93% 90% 3%

10.3 Facilities 95% 94% 94% 94% 97% 90% 7%

10.4 Booking / Info 89% 90% 89% 92% 91% 90% 1%

10.5 Catering / Hosp 72% 75% 64% 66% 65% 90% -26%

Score reflects main bar scores and pre-show food

offer.

10.6 All above combined 88% 90% 88% 89% 89% 90% -1% Average across KPI’s


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The target of 125 events for Non-Main Hall Hospitality Events (6+7 combined) was exceeded by 31 events at 156. Participation in the Education Projects (8) increased significantly at 212 versus the target of 100. The approach to the G Live School Partnership Programme was again very busy. The summer project, "Creative Arts Week", worked well again this year and added together with Innovate Guildford, the Applied Arts Industry Week and holiday skills/activities weeks formed a bespoke and relevant community engagement programme. The number of Main Hall Dark Days (9) is 21 fewer than in year five. It is 16 days lower than the KPI target despite the very limited live-product availability in the shoulder/off-peaks months of January, July and August. This is the first time the KPI has been exceeded and it is planned that the low number will continue through strong programming and utilisation of non-show days for other activities. In line with similar peer group venues with heavy ‘one-nighter’ led programmes – many of which actually go completely dark throughout August – it is expected that there will be a certain number of dark days during the year. Venues with strong summer product tend to be either theatres with long running theatrical/musical productions, or seaside town/tourist destination venues with ‘summer seasons’. Customer Service KPI’s (10), four of the five KPI’s have been exceeded with an overall score of 89%. The score for ‘Hospitality/Catering’ remains lower than KPI at 65% (rated good or very good). As reported above this is an area where the management team have taken significant action and are

continuously exploring ways to refine menus and enhance the customer experience. These improvements have resulted in a number of awards for hospitality activity. The average overall score maintains last year’s increase from 88% to 89% good/very good. Strong scores in Service/Staff are now exceeding KPI by 3%, Facilities scores by 7%, Booking/info by 1% and Show/Event scores at an almost perfect score of 99% by 9%. These strong results point up the underlying strength of the venue’s performance. Further comment is contained in the

Customer Satisfaction Information at page 19 of this report.


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Financial Performance Please refer to the Annual Financial Summary at Annexe 4 for the details of the monthly and total annual financial performance at G Live. It should be noted that HQT&H’s statutory accounts are produced for the financial year period of April-March each year. The summary produced for this report is not audited and is therefore subject to change. G Live is delighted to announce a strong draft financial result for the sixth year of the contract. It produces a post-subsidy profit which has once again increased on last year and on all prior years. The profit is c.£228,999. This will therefore invoke a profit share arrangement and the council will receive a rebate of c.£45,800.

The table above sets out the profit share and the subsidy per attendee/population figures. Year Six seen G Live’s subsidy per attendee and subsidy per population reduce to their lowest levels at £1.23 and £2.06 respectively. HQT&H have continued to invest in capital projects that will further refine the venue’s future operation, service, safety and revenue generating opportunities for coming years.

Financial Results for Each Contract Year

Subsidy per attendee and per Guildford population

Fixed GBC Subsidy £328,596

Guildford Population 137,200

Attendance

Overall

Profit

GBC

Profit

Net

Subsidy

Subsidy /

Attend

Subsidy /

Population

Year 1 130,574 0 0 £328,596 £2.52 £2.40

Year 2 136,021 34,235 6,847 £321,749 £2.37 £2.35

Year 3 139,199 138,906 27,781 £300,815 £2.16 £2.19

Year 4 177,079 173,021 34,604 £293,992 £1.66 £2.14

Year 5 198,900 177,121 35,424 £293,172 £1.47 £2.14

Year 6 230,527 228,999 45,800 £282,796 £1.23 £2.06


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Customer Satisfaction Information For more information please refer to the Marketing Annual Report at Annexe 1. The annual customer satisfaction survey questionnaire was sent to all Guildford-based bookers who had attended a show in the past two years (27,110). There were 1,085 responses, which represents a 4% response rate, up from the 2.7% response of last year. The survey asked responders to rate each of the criteria as poor, fair, good or very good. The KPI target is set for more than 90% of all responses to be good or very good across the areas in the table below: The headline results in relation to the Operator Agreement KPIs are:

KPI – target 90%: Good or Very Good 2016/17 Result

2015/16 Result

2014/15 Result

1 The enjoyment / quality of the event/performance 99% 98% 98%

2 Staff service 93% 95% 93%

3 Facilities at the venue 97% 95% 94%

4 Ease of booking/ access to information 91% 92% 89%

5 Quality of catering and hospitality 65% 66% 64%

Average Total 89% 89% 88%

Scores show progress or consistency on the enjoyment and quality of the event or performance and the facilities at the venue, all exceeding the KPI target. However there are fractional drops in staff service, ease of booking and quality of catering and hospitality. Customer Service G Live was shortlisted for two categories at the Experience Guildford Customer Service Awards 2017: Leisure and Lifestyle and the Shining Star, individual award. We were sad not to win the Leisure and Lifestyle Award, as we have been fortunate enough to win the category over serval years, but it was very gratifying for Ellie Harman, Marketing Assistant (at the time) to be nominated and shortlisted for the Shining Star Award. Hospitality The significant development in Hospitality this year has been the G Live app which enables customers to order and pay for their interval drinks and snacks in advance. They can then collect their purchases at a table in the café, saving them the queue at the bar. We are experiencing good take up of this, with revenue from October 2016 to date totalling £3,754. The app is proving so successful it is being run out across all HQ Theatre and Hospitality venue.


22

Customer feedback G Live is currently rated 4* and 10 out of 68 things to do in Guildford on trip Advisor, and rate top out of 7 concerts and shows. The restaurant is also rated 4* and is currently 74/135 restaurants in Guildford. Ease of booking Online booking continues to be the most significant route to booking tickets, with on average 74.5% of attenders booking this way, up 4.5%, which means we are exceeding our target for the year. 94% of respondents (who had booked online) rated the facility as Good or Very Good, a 3% rise on last year. A pleasing 92% of responders rated access to information about shows and facilities as Good or Very Good.

Winter 2016 Nurseries’ newsletter Volunteers A key part of the customer experience is driven by the contribution made by the G Live volunteers. Each year nearly 9,000 hours of time is voluntary given to support customers and work at G Live. The following charts provide more detail of the valuable contribution volunteers make:

Month Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

# of volunteers

65 73 53 59 67 66 60 43 44 64 33 48

Hours volunteered

791 863 414 463 669 665 572 336 264 612 164 312

Average per volunteer

12 12 8 8 10 10 10 8 6 10 5 7

A further breakdown of support given by volunteers is detailed in the following graphs (see next page):


23


24

Buildings and Health & Safety G Live’s Director has tabled monthly Buildings and H&S Reports to the Monthly Service Review Meetings (MSRM). The Buildings and Health & Safety Annual Report is attached at Annexe 3. Facilities Summary Following the restructure during early 2014, the Facilities and Buildings Manager has been working closely and effectively with the Council’s contract monitoring team. G Live is a complex venue with many bespoke systems that require specialist support and maintenance. HQT&H and GBC continue to work closely to resolve these issues. The local venue’s Management Team are dependent on GBC’s leadership on these matters due to the Council’s contractual leverage with the original contractors, suppliers and consultants. Health & Safety Summary G Live and HQT&H continue to retain consultants RB Health & Safety Ltd who have undertaken a comprehensive review of the Group’s H&S systems and structures. An annual audit, followed by quarterly audits are undertaken at each of the HQT&H venues, plus a Fire Risk Assessments, as set out in Annex 3 Buildings and Health & Safety Report. G Live continues to set the benchmark for good practice, achieving a score of 82% in the 2017 audit, consistent with the highest scores within the HQ Group. G Live remains committed to promoting a safety focused culture in the venue. The Health & Safety responsibilities are clearly defined with open and accessible communication channels. All policies, procedures and risk assessments are readily available to staff via an intranet based register of files and documents. The implementation of a safety culture is supported by a comprehensive programme of inductions, training, briefings, meetings, appraisal and review. RB Health & Safety Ltd have also been contracted to provide much of the H&S training across all HQT&H venues – this feeds into G Live’s full training plan and training needs assessment. Security priorities have been raised this year following the attacks on entertainment venues and other public spaces in the UK. In liaison with HQ Head Office and our industry bodies, G Live instigated additional security measures and review security on a weekly basis. Additional security facilities have been installed including additional CCTV coverage, a new security shutter for Bar 2 in the lower foyer and the relocation of the safe room. There are specific monthly Health and Safety meetings with departmental representatives from Technical, Administration, Front of House, Creative Learning, Marketing, Hospitality and Catering. These monthly meetings are then discussed at Senior Management level, where the minutes of the working group are looked at to ensure compliance with the G Live Health and Safety Policy, as well as raising any significant or strategic Health and Safety matters. The monthly Health and Safety meeting also feeds into a quarterly Health and Safety report to HQT&H Head Office. The tragic accident on 9th February 2013 involving the visiting Fishermen’s Friends’ company had a profound and lasting impact on the G Live team. Following a police investigation and the HSE, a trial commenced in October 2016. The door that failed was manufactured, installed and serviced by Express Hi-Fold Doors Ltd. This door company was found guilty of Health & Safety at Work legislation breaches. G Live and GBC assisted throughout the investigation and trial as appropriate.


25

Annexe 1

Marketing Report 2016 - 2017

Overview

G Live celebrated its 5th birthday in October 2016. Our communications strategy for the Autumn/Winter season featured a blog which enabled us to share pictures and messages of staff and performers, which were also shared on our social media channels, as well as a celebratory season brochure. ‘It's always a pleasure to play G Live. I'm sure the spirit of the old Guildford Civic lives on within G Live’s walls. Two fine venues. Keep it live & have a very Happy Birthday!’ Bruce Foxton ‘It's always a great pleasure to play G Live, a venue that I have performed in over many many years, even before the hip hop moniker. Happy birthday G Live.’ Joan Armatrading ‘BalletBoyz would like to wish G Live and all the team there a very Happy 5th Birthday and many more to come. We have been fortunate to perform at this great venue each year since it opened and love the welcome, audience and facilities.’

Summer 16 brochure G Live is 5 birthday brochure Spring 17 brochure

Shows and attendance

Audience numbers continue to grow; the venue currently has a total active database of 133,854, up 18,031 (13.5%) against this time last year. 42.67% of attenders say they have visited between 1 -2 times in the year and 39.72% visit three or four times each year. It is heartening to see that 16.5% of audiences visit G Live 5 – 8 times each year.


26

The Rock, Pop, Jazz, Folk and World Music sectors continue to be the most popular segment of our programme, with 58.89% of those polled considering the offer to be Very Good. We are also pleased to see a 4.4% rise in Very Good rating of Musical Theatre.

Genre 2016/17 2015/16 2014/15

Musical Theatre 18.80% 14.42% 11.63%

Dance 15.12% 17.03% 11.79%

Family/Children’s Activity 13.46% 15.52% 11.86%

Classical Music 15.21% 14.70% 12.56%

Spoken Word 12.72% 11.13% 13.10%

Tribute Shows 21.38% 19.37% 13.87%

Music 58.89% 55.63% 51.39%

Comedy 34.56% 40.11% 37.65%

Headline marketing activity

Our key communications tools are still, by clear margins, emails, the website and our brochure. The large scale campaigns for the week-long musicals in 2017 have given the additional opportunity to expand our impact and reach new audiences through increased use of outdoor posters sites including 48-sheet posters on two busy roads into the town. 57.6% of responders report that they find out about shows from our email communications, 3% up on last year; 19.45% give the G Live website as their main source of information; 16.87% responders identify the season brochure as the main source of information about shows at G Live. Our website continues to play the most important role in ticket sales, with an average of 74.5% of business taking place online each month. Through proactive use of social media, we are seeing our engagement growing healthily each month. G Live has over 12,396 Twitter followers (up 8% on last year) and 8,947 Facebook Friends (up 26%) and 1,344 followers on Instagram. Friends of G Live Our Friends Membership scheme now stands at 680, a rise of 30 from October 2016. In 2017 we introduced the option to renew to the scheme by direct debit. So far only 4 Friends have taken the option, but it was a soft launch, to ensure it was efficiently embedded. The direct debit option will be more proactively promoted in the coming year.

Corporate Development

2017 has continued in the same unsettled vein of 2016, for corporate development. There is increased competition for the philanthropic pound in the town, causing us to rethink our approach to business partnerships. We are exploring opportunities for smaller, bespoke networking activities, starting with businesses who already hire space in the venue. We are also planning a short film to promote the benefits of partnering with G Live.


27

Community Partnerships

As well as our usual partnership activity, we helped the Surrey County Show reach new audiences with co-promotional activities. On the day of the show we asked visitors to our stand to give us their dream G Live season and invited them share pictures on social media in character masks. G Live donated 170 pairs of tickets to local charities and schools in support of their fundraising.

Customer Satisfaction

The survey asks responders to rate each of the criteria as poor, fair, good or very good. The KPI target is more than 90% of all responses to be good or very good across the areas in the table below: The headline results in relation to the Operator Agreement KPIs are:

KPI – target 90%: Good or Very Good 2016/17 Result

2015/16 Result

2014/15 Result

1 The enjoyment / quality of the event/performance 99% 98% 98%

2 Staff service 93% 95% 93%

3 Facilities at the venue 97% 95% 94%

4 Ease of booking/ access to information 91% 92% 89%

5 Quality of catering and hospitality 65% 66% 64%

Average Total 89% 89% 88%

The following points are not KPIs, but give a good perspective on customers’ experience:

2016/17 – Very Good/Good 2015/16 – Very Good/Good

Friendliness of Staff 95% 95%

Cleanliness of facilities 97% 96%

Ticket value for money 79% 84%

Family Shows 2016 Christmas Shows 2016 Family Shows 2017


28

Annexe 2 Creative Learning Report 2016-2017

Overview

Year Six of G Live’s Creative Learning activity has seen legacy work with previous partnership schools, our continued refining of participatory and family offer, reflecting our main house programme and extending the chance to experience different art forms and learn new skills. We raise our profile, locally and nationally through engagement with touring consortiums and festival programming, and are beginning to cultivate a strand of work for Early Years, responding to the building’s popularity with parents of young children. Working more deeply with local schools and with families and cultivating a programme of events designed to engage and entertain a variety of audiences continue to be central tenets of the department’s work.

Community Events

During Year Six, G Live continued to be well utilised and popular with the community with a broad variety of groups and organisations using the building. Resident companies Busy Lizzy and Guildford Theatre School work strongly in partnership with us and Hillsong Church is with us every Sunday throughout the year. G Live has continued to raise its presence within the local community, participating in local events such as the pancake race, County Show and Christmas lights switch on. We have worked closely with both Surrey Arts and Guildford’s Arts Officer, welcoming families into the building as part of Big Draw. Family days were well attended and popular, with themed activity reflecting programme in the Bellerby Studio. We are increasingly engaging in local initiatives such as Guildford Fringe Festival. Alongside delivering activities and welcoming groups into the performance spaces G Live has once again expanded its presence within the community, working with Sandfield Primary School in an extended partnership, which will continue across the 17/18 academic year.

Workshops

Busy Lizzy Early Years classes are in the building 6 days a week and continue to offer local parents high quality early years dance/ craft/ wellbeing activities at G Live, allowing us to welcome parents and young children into the building on a regular basis. Guildford Theatre School are also in weekly residence on Saturday afternoons.

Our holiday programmes and diverse engagement offer has appealed to young people across the age ranges of 7-17 years, as well as cross-generational engagement and we continue to present a robust offer of opportunities for children, families and young people.


29

2016-17 has seen us offering opportunities both in and out of school. We worked with Sandfield Primary School as our partnership school and to further support the school’s arts development we agreed to extend the partnership to 2018,. We explored romantic poetry with Year 5, did peer-to-peer training with teachers, set business briefs and objectives for college students and enabled young people to work within a real business event environment. Pre-show talks continue to be a regular feature of the G Live programme. As our relationship with IMG and the international orchestral work strengthens, we have offered more pre-show talks and workshops with specialist Jon James and other guest speakers. G Live continued developing its programme of sustainable projects for Guildford, focusing on work with potential for collaboration with industry professionals, local talent and schools. Innovate Guildford 2017

G Live hosted the 3rd year of Innovate Guildford with multiple events, workshops and activities taking place throughout the day. Creative Company presented an interactive performance about the hunt for a missing dinosaur, which took place around the building and was presented to over 100 young people and their families.

Half term workshops 2015/16

Creative Learning ran a range of work during half terms to advance young people’s skills. The continued success of the programme devised to reflect our main house entertainment remit has resulted in excellent attendance, feedback and a breadth of skills based activity well received by parents and participants.

G Live Creative Company runs year round

G Live Creative Company continues to engage with young people 14-25, providing regular mentoring, a platform to create work and develop as emerging artists and working with the group to create a programme of events designed to appeal to this age range. This is an invaluable opportunity for the group to develop vital project design and management skills within a real context. We have had a turnover of membership this year and continued to make work, responding to interests brought to the table by the sitting members, including gigs, shows and workshops. Now embedded in G Live’s annual operation we were pleased to raise £5,000 from Santander to invest in these local young people in year seven of the contract.

Bellerby Studio Shows

The Bellerby Studio at G Live has continued to be a hub for friendly and accessible children’s performances, a space for local community groups and a venue for Fringe and experimental theatre.

Emerging Artists, Careers and Skills

Aside from the regular work experience programme (see projects above) G Live continues to offer practical experience, knowledge and advice to young people developing as creative individuals, students in the arts and young upcoming companies.


30

- Careers Advice Days

Through attendance at Surrey Careers days, SATRO speed dating careers events, and mock interview activities G Live is offering an important provision explaining options and pathways to work in the arts. This offer solidifies relationships with schools in the area and helps us to broadly share knowledge and expertise within the G Live team. Surrey University brought a large cohort of International business Studies students to learn about the operation of G Live as a business and to interview senior staff.

- Building tours

Local schools, colleges and nurseries have all visited G Live for tours tailored to their needs. These often integrate with careers advice/ experience and end with a round table discussion about the venue. We are pleased to maintain this supported opportunity for students and children to visit and become familiar with our work and spaces. We look forward to continuing these relationships.

- Placements

Matthew Bird’s University of Surrey placement was very successful, offering him experience across the venue, in Creative Learning, Events, Marketing, Ticketing and Administration. He was a valued member of the team, awarded a ‘Make a Difference Award’ unanimously by his colleagues at the end of his time with us. Elizaveta joined us in July as our intern for 17-18.

NUMBERS

2015- 2016 2016-17 Individuals (number of people taking part a community based event):

9,898 (inclusive of Innovate Guildford)

9,104 (Inclusive of Innovate Guildford)

Sessions (number of opportunities to take part):

854 759

Participations (number of things done):

13,171

16,931

Partners

ACM, Animation Nation, Arts Emergency, Birmingham Stage, Busy Lizzy, Cranleigh School, Eagle Radio, Filskit Theatre, Garlic Theatre, George Abbot School, Gosden House School, GSA, Guildford Borough Council, Guildford Choral Society, Guildford College, Guildford International Music Festival, Guildford Library, Guildford Museum, Halow, Hillsong, Howard of Effingham School, HOUSE, Jackson’s Lane, Kilter Theatre, Christ’s College, Castle Nursery, The Challenge, Priorsfield School, Rock Challenge, Rotary Club of Guildford, Royal Philharmonic Orchestra, SATRO, Surrey Learning Consortium, Secondhand Dance, StopGAP Dance Company, Sure Start, Surrey 11-19 Partnership, Surrey Arts, Surrey County Council, Surrey Dance Collective, Surrey Parks, TYA UK, Theatre Educators Forum, University of Surrey, Volunteer Centre Guildford, Albert and Friends Instant Circus, Patrick Bailey, Comedy Club 4 Kids, G Live Creative Company, Mark Davies Markham, Southern Pro Musica, Kings College Guildford, St Peter’s School, St Thomas of Canterbury Primary School, Surrey Wardrobe, Challengers, The Boileroom, Yvonne Arnaud Theatre, Guildford Shakespeare Company, Sandfield Primary School, Science Theatre, Meridian Brass, Jonathan James, IMG, Rose Perry, Rachel Palmer, The Dance Movement, Rachel Barnett-Jones, Rose Perry, Vivace Chorus, Paul Roebuck, Hookhitch Theatre, Troublemaker Theatre, Theatre Hullabaloo, Northern Sinfonia.


31

Annexe 3 Buildings and Health & Safety Report 2016-2017

Overview The sixth year of operation provided G Live’s management and staff with the opportunity to develop on the sound foundations of past years and to further refine procedures. There continues to be a focus on maintaining the strong H&S culture with regular external and internal audits and communication with staff. The building has evolved from the snagging phase into ongoing and planned preventative maintenance. There are however a few ongoing areas where further work is needed or where there are still issues to be resolved. These matters are longstanding and relate back to the construction/commissioning phase of the building and HQT&H are working closely with the Council’s contract monitoring team to resolve these few issues. Issues surrounding the natural ventilation system roof lights/vents have been resolved mechanically following the replacement of a number of actuators. The issues with the LCD screen totems have been addressed during this year and significant progress has been made. It is likely that the system will be fully operational by Q1 2018. The Building The building continued to grow its reputation as a multi-functional arts and entertainment venue with many different formats for shows, corporate hospitality and community events successfully presented in the main hall and the studio space, along with multiple meetings and conferences in the Glass Room and Seminar spaces. Security priorities have been raised this year following the attacks on entertainment venues and other public buildings in the UK. G Live suffered a forced entry break in through a security shutter, and the perpetrator got away with some personal belongings and a small amount of cash. The venue’s CCTV system provided the police with high quality footage and stills of the offender and he has been identified using that evidence. The investigation is ongoing and G Live staff continue to assist the police in the matter. A new security shutter has been fitted to Bar 2 in the lower foyer and the safe room has been relocated to a more secure area. Both of these initiatives help to increase the overall security operation of the building. In April 2017, during a show in the Bellerby Studio, one of the acoustic ceiling panels fell from the roof and struck an audience member. They did not suffer serious injuries, but the incident invoked an investigation which revealed a number of the ceiling panels had not been installed correctly. GBC raised this as a latent defect with Willmott Dixon, and a new method of fixing the panels to the ceiling was devised. All the panels were removed, adapted, and rehung in the studio by the end of July.


32

LCD Screen Totems: G Live has a network of internal and external totem signs containing LCD screens to support the venue’s marketing and communications. There are complex and longstanding issues with the system but progress has been made. A new content management system has been installed, simplifying the distribution of media to the totem screens. Five out of seven units now function correctly, with the final two units needing further hardware improvements. Natural Ventilation Roof Lights/Vents: Various motors/actuators that control the automated opening of roof lights / vents had failed during the operation of the building management system. The failures were due to the original configuration of the system. All the actuators have now been replaced following GBC’s intervention and the system is also now subject to a six monthly preventative maintenance plan by the installer. An alternative brand actuator has also been fitted to one roof vent panel in order to give options when assessing longevity in case any further issues occur. An update to the automation of the roof vents is currently being considered by the venue management. Periodic Electrical Inspection: The annual 20% Fixed Wiring Periodic Test and Inspection took place during August 2017. The report identified a small number of failures which are currently being investigated. A number of these have already been disputed and any remaining items will be addressed in due course. Thames Water Regulations Inspection: This year we were subject to an inspection against the Water Regulations 1999 by Thames Water. They identified a number of instances of non-compliance, and these were referred back to Willmott Dixon as the original contractor. Works were completed by Willmott Dixon, via Wildens, to rectify the major items and G Live staff have organised remedial works to resolve the remaining items and bring the water installation up to compliance. Health & Safety G Live Management has continued to maintain the Health and Safety culture at the venue and broaden the communication of this culture to staff and visitors alike. This is to ensure the successful operation of G Live to the highest standards of service and safety. The Senior Management team ensure H&S is a business priority and embedded into daily routine. G Live’s managers are tasked with promoting a positive health and safety culture to all staff within their departments, as well as through the vetting of outside companies and contractors. H&S Structure: HQT&H have a group-level H&S meeting that takes place every quarter with the attendance of all venues and HQT&H’s consultants. G Live provides a quarterly report to the retained H&S consultants, RB H&S Ltd, to give an overview of H&S activity and to support the independent quarterly H&S audits that they carry out of all aspects of G Live operations. G Live has a monthly


33

internal H&S meeting chaired by the Facilities and Buildings manager, to discuss and resolve any G Live H&S matters. Planning for specific upcoming events is discussed along with any departmental concerns. Minutes are circulated and matters are further discussed as required at the next weekly Senior Management Team meeting where higher level decisions, funding support, or management intervention may be necessary. This structure ensures that Health and Safety is discussed regularly at all levels. Training G Live continues to provide training opportunities for all staff, covering staff development and statutory training. Included in this are monthly induction sessions for all new staff to ensure there is a basic understanding of the company, along with basic health and safety training including COSHH, Manual Handling, Noise at Work and Child Protection. This is then followed up by further departmental training as relevant and required. G Live continues to provide training to required staff members through outside companies in areas such as SIA Training, Food Safety, IOSH, Rigging and First Aid at Work. G Live completes unannounced Fire Evacuation drills as well as programmed evacuations with full audience participation in conjunction with the local branch of Rock Choir. This provides beneficial practical training for staff and volunteers. A new initiative will commence this year involving monthly drills scheduled to occur at a variety of times of the working day. The aim is to ensure the involvement of those staff who may not be on duty for the early morning tests and to further embed the evacuation plan into the routine of the operational staff. H&S Audits: G Live is audited annually with further follow-up quarterly inspections by external consultants RB H&S Ltd. The annual audit took place on 20th June 2017. This year, the audit inspectors have added more detail to the report and have been significantly tougher with their scoring. This is in order to set a benchmark for the next 3 years of audits reflecting the higher standards to which we are, quite rightly, being held. G Live scored 82% in the audit, which was consistent with the highest scoring venues in the group. The audit concentrated on security, application of risk assessments, CDM compliance in so far as it relates to theatre, and contractor management, among other areas. G Live’s management and staff were shown to have a positive and practical attitude towards health & safety, providing a good environment for the successful implementation and review of the various policies and procedures in place. The quarterly audit took place on 15th October 2017 and involved a venue inspection and exploration into the following areas:

Policy and Procedures

Leadership and Administration

Planned Inspections and Maintenance

Under-desk audit of power supplies

Interview with Facilities and Buildings Manager, Technical Manager and Stage Door Administrator


34

The subsequent report and feedback was very positive. Throughout these processes G Live’s management team found the audits to be helpful and took externally verified reassurance that G Live remains well managed from a safety, compliance and maintenance perspective. Fire Risk Assessment: This took place on the 27th June 2017. The overall assessment was very good due to the nature and age of the building and the housekeeping practices. Maintenance: G Live takes a proactive approach to reactive and planned maintenance. In addition to the audits and H&S management, a Maintenance Planner is in place and regularly updated to ensure that all servicing and legislative requirements are fulfilled. An online portal system stores and tracks all service reports and statutory inspections, creating reminders for items which are near their renewal date, and allowing easy access to all relevant documentation. Monthly building checks are carried out by each department and maintenance issues logged. In addition, daily building checks are carried out by the Duty Manager to ensure that all areas are safe, clean and tidy for our acts, events and customers. Accidents (10/16-09/17) RIDDOR – 2:

- A lady fractured her wrist when she fell whilst dancing at a disco event - A child ran into a shelf and cut her head, whilst under the supervision of a trained chaperone

Accidents – 46


35

Annexe 4 Annual Financial Summary 2016 -2017

YEAR

201

6/17

OPE

RATI

ONS

TOTA

L

ACTU

AL

ACTU

ALAC

TUAL

ACTU

ALAC

TUAL

ACTU

ALAC

TUAL

ACTU

ALAC

TUAL

ACTU

ALAC

TUAL

ACTU

ALAC

TUAL

OCT

-SEP

T

OCT

OBE

R 20

16NO

VEM

BER

2016

DECE

MBE

R 20

16JA

NUAR

Y 20

17FE

BRUA

RY 2

017

MAR

CH 2

017

APRI

L 20

17M

AY 2

017

JUNE

201

7JU

LY 2

017

AUG

UST

2017

SEPT

EMBE

R 20

17YE

AR 6

££

££

££

££

££

££

£

REVE

NUES

THEA

TRE

SALE

S

Thea

tre R

enta

ls43

,541

51,7

3131

,456

19,3

6624

,876

51,7

5034

,820

40,8

6421

,835

34,7

6617

,716

16,6

1238

9,33

3

Anci

llary

Spa

ces

--

--

--

--

--

--

-

Tick

et S

ales

155,

906

174,

293

170,

667

140,

407

268,

059

101,

067

123,

240

73,8

2812

8,66

411

3,96

627

,357

151,

631

1,62

9,08

6

199,

448

226,

024

202,

123

159,

773

292,

935

152,

818

158,

060

114,

692

150,

499

148,

732

45,0

7316

8,24

32,

018,

419

THEA

TRE

COST

S

Artis

ts F

ees

121,

758

129,

672

130,

252

108,

188

204,

636

108,

819

90,1

3955

,486

97,6

8287

,830

18,3

7610

9,81

51,

262,

654

Roya

lties

-3,

092

4,28

719

,460

3,79

8-

638

-1,

220

9,05

31,

718

15,2

9958

,563

PRS

3,12

93,

254

1,03

51,

006

3,63

2(4

,305

)2,

799

1,47

21,

696

657

296

5,27

319

,945

Cred

it Ca

rd C

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on2,

222

2,04

02,

707

2,16

61,

910

1,87

51,

269

2,16

91,

521

1,79

81,

630

2,30

323

,609

127,

109

138,

058

138,

281

130,

820

213,

976

106,

389

94,8

4459

,128

102,

119

99,3

3822

,020

132,

690

1,36

4,77

1

THEA

TRE

GRO

SS P

ROFI

T72

,338

87,9

6663

,842

28,9

5478

,959

46,4

2963

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55,5

6548

,380

49,3

9523

,053

35,5

5365

3,64

8

-

GP

%36

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38.9

%31

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18.1

%27

.0%

30.4

%40

.0%

48.4

%32

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33.2

%51

.1%

21.1

%32

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TOTA

L O

THER

INCO

ME

49,7

8249

,100

50,8

0738

,891

50,9

5438

,810

39,8

7440

,911

31,9

5636

,008

31,2

4751

,562

509,

901

TOTA

L HO

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ALIT

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NTRI

BUTI

ON

9,62

227

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30,0

66(1

7,78

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16,2

599,

697

8,64

02,

727

(13,

662)

23,5

0597

,039

TOTA

L RE

VENU

ES13

1,74

216

4,42

314

4,71

550

,062

123,

025

92,7

3711

9,34

810

6,17

388

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88,1

2940

,637

110,

620

1,26

0,58

8

THEA

TRE

OVE

RHEA

DS

TO

TAL

STAF

FING

CO

STS

58,1

7551

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53,3

4849

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53,8

7475

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58,6

6755

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51,6

7753

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57,1

5152

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670,

993

TO

TAL

ADM

INIS

TRAT

IVE

COST

S54

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60,5

1642

,357

40,2

8641

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(16,

933)

69,3

3135

,155

37,1

7537

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87,5

9354

,309

543,

994

TO

TAL

CAPE

X38

7-

4,33

221

0-

523

--

-4,

228

3,81

816

,720

30,2

18

TO

TAL

UTIL

ITIE

S9,

614

11,2

6810

,115

11,3

0410

,529

(676

)11

,880

9,85

910

,161

10,7

6111

,235

8,93

011

4,97

9

TOTA

L TH

EATR

E O

VERH

EADS

122,

704

123,

574

110,

152

101,

366

106,

243

58,9

0213

9,87

910

0,46

999

,013

105,

887

159,

796

132,

197

1,36

0,18

4

SURP

LUS

/ (DE

FICI

T)9,

038

40,8

4934

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(51,

305)

16,7

8233

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(20,

530)

5,70

4(1

0,03

8)(1

7,75

8)(1

19,1

59)

(21,

577)

(99,

596)

SUBS

IDY

27,3

8327

,383

27,3

8327

,383

27,3

8327

,383

27,3

8327

,383

27,3

8327

,383

27,3

8327

,383

328,

595

TOTA

L SU

RPLU

S / (

DEFI

CIT)

36,4

2168

,232

61,9

46(2

3,92

2)44

,165

61,2

196,

852

33,0

8617

,345

9,62

5(9

1,77

7)5,

806

228,

999

Coun

cil S

hare

- 20

%7,

284

13,6

4612

,389

(4,7

84)

8,83

312

,244

1,37

06,

617

3,46

91,

925

(18,

355)

1,16

145

,800

G L

ive S

hare

- 80

%29

,137

54,5

8549

,557

(19,

137)

35,3

3248

,975

5,48

226

,469

13,8

767,

700

(73,

422)

4,64

518

3,19

9

36,4

2168

,232

61,9

46(2

3,92

2)44

,165

61,2

196,

852

33,0

8617

,345

9,62

5(9

1,77

7)5,

806

228,

999

g live annual report 2016/2017 - borough of guildford · 2018-02-26 · g live annual report...

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