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PFM AWARDS 2014: Meet the Partners in FM - Retail Facilities finalists

Author : David Strydom

21 July 2014

The three finalists in Partners in FM - Retail Facilities are Bilfinger Europa with intu Properties, Incentive FM Consultancy with Hammerson, and Interserve with JLL

Bilfinger with intu Properties

Bilfinger Europa with intu Properties
In April 2011 a facilities alliance contract commenced with intu Properties working under a new contract model with Europa Facility Services – now Bilfinger Europa FM – delivering the ‘soft services’ of cleaning, security and customer services. The contracts were designed to create a ‘one team’ approach at centres, and were mainly successful but still involved three organisations with different systems, HO reporting requirements and standards. It was felt that while the alliance contracts were a step in the right direction, further opportunities existed to align delivery staff with the aims and ethos of the (new) intu brand. Over the previous year, the intu-Bilfinger partnership has created a business with turnover of £70m+ that has transferred over 2000 colleagues; achieved NSI silver security standard in April 2014; received Institute of customer service accreditation in May 2014 (intu Properties is the only shopping centre owner to have this); and received IIP Gold reaccreditation at intu Trafford Centre in May 2014. Bilfinger’s head of energy, Gary Brown, has worked closely with Alan Richardson, group energy manager, and Richard Weavers, technical services director at intu Retail Services, to establish lifecycle opportunities to safeguard the sustainability of the partnership. One such project was the implementation of an ambitious 30% three-year energy reduction target that has achieved half its savings in a single year. These reductions equate to £1m worth of electricity.

Incentive FM Consultancy with Hammerson
Incentive FM Consultancy has worked with Hammerson, a Europe real estate company, as a strategic partner for five years to deliver what it describes as creative, leading-edge solutions. “This partnership best demonstrates our ability to provide best-in-class consultancy in the areas of re-tendering, benchmarking and cost reduction projects, and to develop long-standing and trusted partnerships that evolve with our clients needs,” says Incentive. In 2009, Incentive FM Consultancy completed a thorough review of cleaning and support services for Hammerson’s UK shopping centre portfolio including the Bull Ring in Birmingham, The Oracle in Reading, WestQuay in Southampton, Brent Cross in North London, High Cross in Leicester and Queensgate in Peterborough. The total retail space under review exceeded 5msqft2 at these flagship shopping centres. Hammerson engaged Incentive FM Consultancy to conduct a comprehensive review and re-tendering exercise to enable the organisation to continue to deliver ‘best value to the retail tenants at these large and prestigious centres’. As part of the project, Incentive FM Consultancy put in place processes designed to drive procurement, flush out best practice and generate new ideas in the scheduling of cleaning tasks and the utilisation of staff and equipment. The review concluded with the new contractor starting simultaneously at all six centres on 1 November 2009 with incident-free implementation.

Interserve with JLL
Every aspect of a guest’s journey through Festival Place is vital to how they view the shopping centre. Service delivery is fundamental to this, and how JLL and Interserve shape and deliver these services is critical; from how guests are greeted by centre staff or the cleanliness of the washroom facilities through to the level of security in the car park or how well the air conditioning and ventilation is working. Contracted by JLL, Festival Place’s property managers, Interserve is delivering TFM across the venue. “Through this partnership we’re introducing new ways of working that isn't only improving guest experiences, increasing efficiencies and decreasing costs but also having a positive impact on the environment through improved energy use and a decrease in waste and water usage,” says Interserve. The introduction of food digesters has decreased the volume of food going to waste while generating financial savings of £2.5k in the first three months alone. 52% of waste is recycled onsite, with a 15% increase in revenue from waste sold off site. Achievements across the contract are, the partners say, not going unnoticed with recognition through industry awards. Customer satisfaction surveys are said to be generating positive results ‘along with great improvements in security and safety throughout the centre’.


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