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PFM AWARDS: Meet the finalists in Partners in Expert Services (Property Management)

31 July 2015

Propertyserve UK with Cushman & Wakefield
Propertyserve UK with Cushman & Wakefield

There are six finalists in three partnerships in this year's Partners in Expert Services (Property Management) category. These include Propertyserve UK with Cushman & Wakefield, Zurich Insurance Group with Pembroke College (Cambridge), and FES FM with Hebridean Housing Partnership

Propertyserve UK with Cushman & Wakefield
This entry is based on the first 12 months’ partnership between Propertyserve UK (supplier) and Cushman & Wakefield (client). The key deliverable of the service is a 24/7, 365 FM helpdesk service to the Cushman & Wakefield managed portfolio. The entry details the significant impact the helpdesk service has had on the Cushman & Wakefield business, its processes and its success in the UK, as well as the approach and partnership mentality that facilitated such a result. The service is delivered 24/7, 365 in-house by Propertyserve UK directly employed staff who are dedicated to the contract. Through this entry we’ll tackle questions such as how has the relationship achieved Cushman & Wakefield’s business goals? How has the partnership achieved Cushman & Wakefield’s property and FM goals? How has innovation helped achieve the optimum delivery? And how can we make the service more sustainable? “We’ve worked extremely hard in conjunction with the Cushman & Wakefield team to form a bespoke service solution that meets and exceeds the requirements of a global provider. We’re delighted with the achievements to date and look forward to continuing to work, just as hard, to improve and innovate new exciting solutions to enhance Cushman & Wakefield’s service offering further,” says Chris MacDonald, MD of Propertyserve UK.

Zurich Insurance Group with Pembroke College, Cambridge
Zurich Insurance Group with Pembroke College, Cambridge

Zurich Insurance Group with Pembroke College, Cambridge
Since the beginning of 2011 Zurich CRE&FM has been pursuing a strategy of transformation in order for it to fulfil its stated mission and vision in the Zurich Insurance Group. By the beginning of 2013 it realised it needed to support work, and not just workplace, going ‘Beyond Buildings’ into new areas of capability and knowledge. Pembroke College, Cambridge, is the best partner for Zurich CRE&FM on this journey. Its established corporate partnership programme provides access to a world-renowned academic institution with an unrivalled body of knowledge and expertise. Early work together established four main areas of exploration – human needs; new service concepts that bring to life ‘caring’; new, non-invasive technologies; and change management as the thread that ties everything together. The partnership was quickly established as an integral part of the overall CRE&FM operational model. Over the past two years a range of research themes and topics are already being addressed, exceeding initial expectations including a symposium on the Future of Work; the Smarter Appraisal of Building Investment Options; Organisational Mapping; Work Psychology; Workplace Utilisation; and a Building Standards Workshop. There’s a full portfolio of future proposals, addressing themes such as environmental performance, change management and digital working. Zurich CRE&FM has also begun supporting the Dept of Engineering as it plans a large new campus location.

FES FM with Hebridean Housing Partnership
FES FM was appointed to provide the Maintenance Services to HHP’s property portfolio in 2011 following a successful tender process. FES FM demonstrated its capabilities to self-deliver most of the works driving value for money, but also its commitment to work with HHP through a long-term collaborative partnership to achieve its objectives and core values. This partnership was also enhanced by the aligned values and ethos of both organisations. FES FM is a family-owned and managed business and its strategic visions and goals are based around our people and the delivery of positive social and economic impacts. The vision and goals of HHP are aligned with those of FES FM, thereby providing the perfect foundations for a mutually successful long-term partnership. The new maintenance contract was the opportunity for FES FM to introduce a way of managing the portfolio of properties for HHP. Its experience and knowledge of managing services for large multisite contracts enabled us to provide solutions and an ethos of continual improvement. FES FM worked closely with HHP to implement service level agreements (SLAs) and key performance indicators (KPIs) to the contract during the mobilisation stages, to ensure customer focus, quality service delivery and enhance contract performance.


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