Chartwell Retirement Residences (CSH-UN) Investor Day 2025 summary

Strategic evolution and cultural transformation

• Vision of making people's lives better remains unchanged, with a refreshed set of actionable guiding principles focused on residents first, accountability, curiosity, innovation, and teamwork.

• New guiding principles rolled out nationwide, supported by collateral and training to embed them in daily operations.

• Emphasis on culture as a strategic asset, driving engagement, satisfaction, and operational excellence.

• Diversity, equity, and inclusion initiatives have increased employee sentiment and external recognition.

• Employee engagement scores rose from 49% in 2018 to 57% in 2025, with resident satisfaction up from 58% to 67%.

2028 strategy and market positioning

• Focus on robust FFO per unit growth, targeting sector-leading performance through market-leading NOI growth and prudent capital deployment.

• Average occupancy expected to remain at or above 95%, with blended rent and service rate increases above 4%.

• Over CAD 2 billion targeted for acquisitions and developments (2026–2028), funded partly by CAD 1 billion in non-core asset sales.

• Balance sheet targets: net debt/EBITDA below 7.5x, interest coverage above 3x, and resumption of annual distribution increases once payout ratio is below 60%.

• Strategy leverages strong sector fundamentals, generational customer shift to wealthier, experience-driven boomers, and a renewed focus on community-tailored residences.

Customer experience and brand leadership

• Customer experience initiatives drive market-leading occupancy, with 67% of residents highly satisfied and 90% overall satisfaction.

• Introduction of Net Promoter Score for residents and employees starting 2026 to measure advocacy and engagement.

• Brand promise "Joy is Ageless" anchors marketing and sales strategies, resonating with the boomer generation.

• Digital transformation includes CRM integration, AI chatbot, and mobile-first website, resulting in higher conversion rates and efficient lead generation.

• Business development and referral strategies leverage high-trust partnerships and local community engagement for sustainable growth.