Our innovative Facilities Management Team strives to harness new ideas and develop practical ways of managing traditional facilities. By insisting on the highest levels of service possible - at exception value to the client - we ensure that our client’s buildings are always equipped to satisfy occupiers, visitors and contractors.
24/7/365 Helpdesk Facility
As part of our service to client’s who select us to undertake facilities management activities, we have procured and developed 'Touchpaper Support Centre' as our Helpdesk operating system. Staffed 365 days a year by our own operators in Bristol, the service can be used on either a twenty-four hour basis or as an out of hours service only depending on specific requirements.
All calls to the Helpdesk are logged on the Touchpaper System, which maintains a complete record of all activity and progress. This means we can keep full track of every problem from initial call to final resolution.
Facilities Consultancy
Our facilities management services include consultancy, process and project management. We offer an occupier focused service that deals with facilities provision, procurement, health and safety, property maintenance and financial budgeting.
Our Facilities Management specialists develop optimum facilities management solutions to meet existing business needs which can be adapted as the business develops.
We match service agreements with the expectations, strategic business needs and financial boundaries of our clients so we can deliver performance targets that match their expectations.
What sets us apart is that we have specialists in-house who develop and run client intranets and extranets. These bespoke tools are used as part of a program to re-engineer many aspects of service delivery and customer communication. They are also used to improve information available about our client’s properties. We take a long-term approach to creating successful and sustainable business relationships with our clients. These involve investment and application of resources which enable our clients to establish the facilities infrastructure they need to achieve best practice and a seamless working business environment.
Partnering / Outsourcing
As an additional part of our facilities management service, we are able to offer advice on and undertake partnering and outsourcing activities. Partnership is an important part of our long-term commitment to our clients and it is important to us that our clients are able to quantify the value we bring to their business. We work with you and your occupiers to agree specific service level agreements across the full breadth of our instruction, which are then benchmarked against specific performance criteria.
These criteria may cover areas such as credit control, service charge budgeting and reconciliation, staffing levels, service provision or response times. However, we do not have a one-size fits all approach and always seek to agree common goals with clients once we understand the requirements for your portfolio and tailor our approach accordingly. Although this is a non-prescriptive approach, we always implement a number of factors to ensure success and these include:
The establishment of a sound partnership principle that cover alignment of objectives, transparency and resolution of issues.
- An accepted code of behaviour.
- Seamless communication and reporting.
- The retention of a strong in-house 'intelligent client function' regardless of the level of outsourcing.
- A robust performance measurement regime that includes outgoing benchmarking of costs, services and processes.
- A focus on developing the right people approach and service culture
- As part of our commitment to providing a first class service to our clients, we offer extended services such as:
Occupier Audits
To support the preparation of asset management plans we, within an agreed period following commencement of any instruction, complete 'Occupier Audits' covering all tenants. The purpose being to establish the financial and operational status of each tenant, its views on its own business and continued occupation of its current premises, thereby establishing potential opportunities for asset management initiatives.
Extranets
We are able to create and maintain occupier and client extranets to facilitate both improved communications between a building owner and its tenants/occupiers, as well as facilitating the opportunities for additional income streams. We have developed a number of extranet solutions for clients. Our approach is to work with the client to provide a site specific to their needs with its own branding and functionality. We own the rights to do this and therefore the incremental cost of this work is very competitive.
Customer Satisfaction Surveys
We complete customer satisfaction interviews with a significant representative sample of tenants across our portfolios. This process is designed to provide a formal basis for occupier feedback on the quality of service they are receiving and allow us to identify areas of success or for improvement. Year on year, this data builds into a valuable tool to analyse the continuous improvement, or otherwise, of the services provided to occupiers.
For more information on the Facilities Management services we provide, please
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