Major London Borough Council

Optimising Facilities Management Services

The Challenge

The Council managed a large geographically dispersed estate comprising c. 3, 000 properties and featuring a high variety of property types from heritage buildings to modern offices.

Maintenance records were not available and the facilities management regime was inconsistent across the portfolio.

Luke Hurd, working for major UK FM provider, was tasked with managing a team of specialists to design an FM delivery model offering a 20% reduction to service operating costs.

The Solution

Following a detailed review of each property an FM solution was conceived combining both hard and soft services into a seamless Total Facilities Management (TFM) delivery model.

Additionally, a new tiered estate maintenance and related cost regime was introduced differentiating between critical and non-critical operational properties.

Hard and soft services were integrated under one management team through a single helpdesk solution. New CAFM protocols were developed to give greater visibility of reactive works costs and labour profiling to ensure the correct resource was deployed at the right time. New operating practices were introduced through an upskilling programme enabling cleaning staff to undertake minor fabric repairs and engineering teams to support the revised flow cleaning schedule.

The Results

An immediate and sustained impact on the business:



Through improved FM service productivity and reduced resource costs



To improve customer satisfaction and make savings in excess of £1.5m p.a.

The new operating solution significantly improved FM service productivity and reduced resource costs by c.30%, saving in excess of £1.5m p.a within 12 months whilst simultaneously improving customer satisfaction through a single helpdesk and communication policy.

Introducing a single CAFM solution gave the council greater visibility of their property operating costs across the services included in the commission. This enabled the council to set and agree future proofing measures aligned to their estate strategy.

Your needs?

If you would like to know more about EWP, if you are currently facing workplace related challenges or contemplating a radical workplace change then please contact us.

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