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PFM AWARDS: Meet the finalists in Partners in Retail

03 August 2015

Mitie with Ladbrokes
Mitie with Ladbrokes

There are six finalists in three partnerships in this year's Partners in Retail category. These include Mitie with Ladbrokes, PTSG with Marks & Spencer, and Incentive FM with St Stephen’s Shopping Centre

Mitie with Ladbrokes
Ladbrokes and Mitie have been working together since 1996, a partnership that began as a planned lighting maintenance contract. Since 2013, Mitie has been delivering a range of FM services to over 2,200 shops and a head office across the Ladbrokes estate, including maintenance, cleaning, waste management, pest control, 24seven helpdesk and a total FM provision to Ladbrokes head office, Imperial House. The submission focuses on the following areas: working together (how the partnership was formed and the scale of our current contract together); the importance of FM to Ladbrokes (why is FM important to Ladbrokes and how it can have an effect on their operations);  and key challenges (ensuring Ladbrokes can open their shop doors every day is crucial. Some of the contracts key challenges include sustainability (how Mitie supports Ladbrokes in reaching its sustainability plans); innovation (what has Mitie brought to Ladbrokes that is improving service delivery); partnership (why Ladbrokes and Mitie have developed a collaborative business relationship); achievements (key achievements, including performance statistics); and the future (how Ladbrokes and Mitie are going to continue their partnership into the future). In a challenging working environment, Ladbrokes and Mitie have successfully implemented a true FM partnership, with a focus on sustainable innovations, and are committed to growing and developing this partnership in the future.

PTSG with Marks & Spencer
PTSG with Marks & Spencer

PTSG with Marks & Spencer
PTSG was originally commissioned by Marks & Spencer PLC (M&S) to carry out fall arrest testing at a handful of the retailer’s stores. Following continued successful delivery, PTSG now delivers a range of services across more than 400 stores nationwide. PTSG’s commitment to offering unrivalled customer service and delivering cost-effective solutions that safeguard M&S’s assets has ensured a flourishing partnership has developed between two organisations within their respective industries. The trust developed between the two teams has led to PTSG providing 24/7, 365 days a year services to M&S, a sure sign of the positive impression PTSG has made on one of the UK’s retailers. Teamwork is a fundamental part of M&S's and PTSG’s success. Everyone's first priority is playing their part in delivering customers an outstanding service. That’s clear from the outset and runs through the relationship and behaviours like a golden thread. M&S and PTSG have a great tradition of team spirit with everyone working together. This is a collaboration that relies on utmost professionalism and one which cannot fall down at any stage. It’s this collaborative approach that makes this an excellent example of partnership working within the retail FM sector.

Incentive FM with St Stephen’s Shopping Centre
St Stephen’s shopping centre, Hull, is a 560,000 sqft centre with an annual footfall of nearly 12m, achieving 68% recycling (increasing from 62% in 2013) and almost zero carbon emissions. It’s one of the most environmentally friendly businesses in the region. Incentive FM is an independently-owned FM company that sub-contracts its FM team to St Stephen’s shopping centre, Hull. The team of 48 staff led by Shawn Chapman, FM, who’s helping ensure the performance of the Centre is consistently excellent. Their contact was successfully renewed for a further two years in April 2015. A key part of the partnership is maintaining and improving the sustainability of the Centre. Over the past four years, St Stephen’s has reduced water usage by 75%; energy consumption by 35% and diverted over 2,408 tonnes of waste from landfill, saving 675 tonnes of Co2 emissions, 35m litres of water and almost £186,700 on energy, water and waste costs. St Stephen’s has also installed two electric car charging points in its car park, the first to be installed in the East Riding of Yorkshire.

Incentive FM with St Stephen’s Shopping Centre
Incentive FM with St Stephen’s Shopping Centre


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