Category Archives: Case Studies

Incentive lands five shopping centre deals

Incentive lands five shopping centre deals

British Land, one of the largest property development and investment companies in the UK, has awarded Incentive FM three new shopping centre contracts and renewed a further two more contracts at sites across the UK.

Leading facilities management specialist Incentive FM has been awarded contracts to provide a range of soft facilities services for Ealing Broadway in London, Beaumont Shopping Centre in Leicester, and Crown Wharf Retail Park in Walsall.  British Land has also renewed Incentive’s contracts to provide similar services at Whiteley Shopping Centre in Hampshire and the Old Market in Hereford.

Under the terms of the 3-year deal for each site, Incentive FM will be responsible for ensuring the centres are Secure, Safe, and Clean as well as providing world class customer services, front of house, and car park services. Over 110 staff will be mobilized across all five locations where the teams will be using the latest equipment, technology, and other systems coupled with best in class development training to develop and enhance the quality of service delivery.

Richard Nield, Head of Retail Operations at British Land, said:

“The successful relationship we have built up with Incentive at Whiteley and Old Market Shopping Centres, along with other retail locations over the last three years made them an obvious choice to award three more contracts. They were undoubtedly our preferred partners of choice for this contract.”

Glenn Wilson, Operations Director at Incentive FM, said:

“We look forward to continuing to support British Land with our added value and partnership approach. Our portfolio of shopping centres and retail parks now stretches the length and breadth of the country from Inverness Shopping Park in Scotland to Drakes Circus, Plymouth in the South, bringing us to over 40 sites in the UK.”

Some text mentioned has been taken from IFM
LV – Liverpool Victoria

LV – Liverpool Victoria

Incentive FM has been awarded a three-year total facilities management contract (TFM) by insurance firm LV.

The contract, which can be extended for two more years, will see Incentive look after LV’s UK portfolio across five locations in a move to ensure its buildings are clean, secure and run seamlessly.

Incentive will be responsible for all cleaning, 24/7 security, maintenance, reception, space planning and window cleaning at sites in Hitchin, Exeter, Cardiff and London in addition to the company’s two head office buildings in Bournemouth. Other services such as pest control, washroom consumables and feminine hygiene are also part of the remit.

A team of approximately 50 staff will transfer via TUPE alongside a dedicated account manager. The operation will be supported by Incentive’s 24/7 CAFM helpdesk solution, which will facilitate real-time reporting across the portfolio.

Steve Carr, head of property and facilities at LV, said:

“We are committed to working in real partnership with Incentive FM to ensure that our people can benefit from a well-run workplace, from a company that will actively engage with them and deliver a real and positive difference to their working day.”

Bruce McDonnell, managing director at Incentive FM, said:

“This contract demonstrates our ability to deliver value adding solutions to our clients through empowering and engaging our staff providing a platform to drive through a culture which generates innovative ideas. We are really excited about this new partnership and working with a client who shares aligned values and a vision to deliver fantastic service.”

London & Capital

London & Capital

Incentive Workspace Complete Major Office Relocation, Design & Fit-out

Less than 10 months after securing the contract, Incentive Workspace, part of Incentive FM Group, has successfully completed an office relocation, design and fit out for independently-owned wealth management firm, London & Capital (L&C). The project was delivered on time and saw L&C move into the new and impressive office space at Fitzroy Place in London’s West End.

In the initial phases, Incentive Workspace worked closely with their design partners, Burtt-Jones Brewer, to deliver the design of the office. The emphasis was on creating a contemporary open plan working environment and flexible client meeting rooms including a dedicated area where clients could have informal conversations with their wealth advisors.

Work started on the fit out of the office in September, which included all partitioning, cabling, lighting systems, M&E and HVAC installations, carpeting, and furniture. Notably Incentive Tec were chosen to install the mechanical, electrical and air conditioning systems. During the fit out, the Incentive Tec air conditioning design engineers determined that there was insufficient cooling capacity available from the landlords VAV supply and that a supplementary VRV system would be the best solution for the meeting room complex. It was further agreed that the fan coil units could be better distributed around the remainder of the mainly open plan office space. Despite this substantial variation, Incentive Workspace delivered the fit out by 22nd December 2017 which enabled employees to move in by the agreed date of January 2018.

Guy McGlashan, COO at London & Capital, said:

“We were thoroughly impressed with Incentive Workspace. Their expertise and ability to react to unexpected changes on the project meant they delivered an impressive office environment on time, that suited our specific business requirements. Our team has been amazed at the value for money we have achieved using the open book style of procuring and managing that Incentive Workspace offers – it is most refreshing.”


Jeremy Waud, Chairman at Incentive FM Group, said:

“This project is an excellent example of the range of services we can provide with our workspace solution. Not only have we completed the relocation, design and fit out of the new office space, we will also be maintaining the building by providing ongoing cleaning and M&E services for London & Capital and their in house FM team.”

Dollar Financial UK – The Money Shop

Dollar Financial UK – The Money Shop

Dollar Financial UK, Britain’s second largest consumer lender whose brands include The Money Shop and the high-end pawnbrokers Suttons & Robertsons, provides short term loans, pawnbroking and gold buying services to consumers via a network of over 250 stores across the UK.

Contract Overview

Dollar UK had previously managed its substantial portfolio of stores and office buildings internally, however following a strategic review of their global property management services the company decided to appoint Incentive FM as their outsourcing partner of choice, enabling Dollar Financial UK to concentrate on its core business of providing consumer finance whilst benefiting from an enhanced service and improved efficiencies through self-delivery and procurement leverage.

Securing a significant three-year contract with Dollar Financial UK, Incentive FM is proud to be providing a full range of facilities management, security and maintenance services across Dollar Financial UK’s corporate offices and high street stores.

The Scenario

Incentive FM’s remit comprises of property and estate management, building maintenance and security services covering in excess of 250 branches of The Money Shop and Suttons & Robertsons, as well as two corporate offices in Nottingham and a further office premises in Bicester. Incentive FM also provides dedicated reception services at the three office sites.

The Solution

Having a clear understanding of a client’s objectives and vision is imperative to ensuring a successful and trusted partnership – the Incentive Goal!  As such, Incentive FM invested a significant amount of time, working with key members of the Dollar Financial UK team to fully appreciate the business drivers, challenges and overall strategy in order to devise an outsourcing solution that would meet all the business needs.

Following a successful Tupe process and seamless transition of service, the contract is now well-underway and the desired cost efficiencies and service improvements are already being realised.

Stuart Howard, CEO at Dollar UK, said:

“This is a strategic decision, made by the Board, to ensure we can run our offices and estate under expert management via a client company that fits well with our ethos and values. This allows us to concentrate on our central business functions, whilst benefitting from the service Incentive FM can deliver.”

Martin Reed, Managing Director at Incentive FM Group, said:

“Incentive FM is unrivalled in its ability provide world-class services right across the facilities management spectrum. We look forwarded to delivering exceptional results for Dollar UK and to developing a long and trusted partner relationship.”

Pall – Corporation

Pall – Corporation

Pall Corporation is the largest and most diverse filtration, separations and purification company in the world. Its technical expertise, product portfolio and global reach are unmatched. In 2004 Pall outsourced its machine tool maintenance to Incentive FM after a whole market review.

Pall required Incentive FM to establish a maintenance solution, increase productivity, reduce machine down time, improve service levels & subcontractor management, reduce accounts & administration burden, analyse existing procurement arrangements, meet cost reduction objectives, support & manage processes to maintain client held OHSAS18001, ISO 9001 and ISO 14001 standards.

The Incentive FM team applied its expertise in staff, financial and contract management to provide a solution that supports all of the above mentioned objectives and, through increasing operational efficiency, Incentive FM has achieved significant cost savings for Pall.  The maintenance costs have seen a reduction of 15% whilst service levels have been improved to achieve a down time of less than 1%.  The bought ledger transaction for Pall was also significantly reduced.


Services Delivered:

  • Machine tool maintenance
  • Aero & medical maintenance support
  • Critical spares supply & management
  • Cleaning services
  • Security & visitor services
  • Helpdesk facility
  • CDM project management
  • Contractor control
  • General & hazardous waste


“Incentive FM is not just a service provider, they are our partner. They are engaged, flexible and always willing to adapt to changing situations and workloads.”

Morley Hooper 
Aerospace Operations Director 

Empiric Student Property – Contract Case Study

Empiric Student Property – Contract Case Study

As of October 2016, Incentive FM are 12 months in to our exciting contract with Empiric Student Property where we provide the full range of TFM services to 25 facilities across the UK as part of the “Hello Student” platform.  That equates to accommodation for circa 3,000 students!

There are another 19 planned properties coming on line in the next 12 months so we have developed a regional management and support platform working closely with our client.  The team led by Glenn Wilson as Account Director and Nicki North – Key Account Manager.

In addition to the regular TFM services you might expect to keep the buildings running through term time, we have also been working closely with the client to support the turnaround process including deep cleaning and fabric maintenance to the properties.

These aren’t your typical student properties however, they provide quality, contemporary living accommodation with all of the amenities you would wish for including gymnasiums, cinemas and some other very exciting features.

The properties stretch from St Andrews down to Falmouth and everything in between.

We are delighted with how the contract is developing and working with such a forward thinking and dynamic client and we are very much looking forward to the future.

The Nottingham

The Nottingham

“The Incentive FM team offered a clear and structured solution to our branch buildings management situation. We chose them as our outsourcing partner as they are incisive, committed and organised. We expect this to be a long and lasting relationship.” Alison Williams MRICS- Head of Professional services

The Nottingham is a mutual building society and estate agency with branches throughout Nottinghamshire, Leicestershire, Derbyshire, Northamptonshire, Cambridgeshire, South Yorkshire, Lincolnshire, Bedfordshire and Hertfordshire. It was established in 1849 and operates from a single head office building, Nottingham House, in Nottingham City Centre with over 50 high street branches servicing the public.

The Nottingham was Incentive FM’s very first operational client starting operations in April 2002. They were looking to outsource the facilities management services across their numerous sites. They required a service partner who would-

  • Establish a structured Facilities Management solution
  • Provide web enabled Help Desk support to high street sites
  • Reduce their spend
  • Improve and maintain service levels
  • Relieve project management burden from fee earners
  • Improve subcontractor management
  • Reduce accounts and administration burden

IFM quickly developed a ‘trusted advisor’ status by providing direct support and advice to the property and estates team thus allowing them to reduce their direct employee number in that department.

Since the start of the contract IFM and The Nottingham have worked as a partnership to ensure perfect alignment of the FM strategy with the strategic aims of The Nottingham. The financial crisis of 2008 brought particular challenges and the need to reduce costs and retain high service standards became even more important. The partnership approach utilised an open book commercial framework which allowed us to satisfy their needs during this challenging time.

The introduction of our full CAFM system provides a streamlined and efficient approach to facilities management and has provided the necessary improvement in subcontractor management, the Help Desk support and reduction in accounts and administrations burden.

In 2014 The Nottingham went through a retender exercise and as a marker of our excellence service levels and ability to truly understand and deliver our client’s requirements they signed another 5 year contract which will see our relationship extended to 16+ years.

Crystal Peaks

Crystal Peaks

Crystal Peaks is a well known large out of town shopping centre with 35 acres (550,000 sq.ft total lettable area) of Retail & Leisure, an average footfall of over 250,000 per week and 2,000 FREE car parking spaces offering a distinctly different experience to its mammoth neighbor at Meadowhall. The site is owned by Hermes property and managed by Workman.

How did we help?

Incentive FM were awarded the £ 1.5m per annum contract on March 1st 2008. Incentive employed a new site facilities manager and a further sixty staff were transferred to us from a number of individual historic service providers and our client. The net result was a single branded team forming one cohesive unit delivering security, cleaning, maintenance, grounds maintenance, customer service and administration functions amongst others.

What were Workman looking for?

Crystal Peaks has developed over recent years into one of Yorkshire’s largest regional shopping centres. There are 85 tenants at the centre, including Sainsbury’s, TK Maxx, Wilkinson’s and NEXT. The Centre’s historic services were coordinated by a variety of remote suppliers, leading to communication issues with site teams and ultimately a lower than acceptable standards of service and higher than average costs. Our clients were looking for a step change in service delivery, staff morale and statutory compliance.

The Results

From commencement of the contract, there have been consistent improvements in H&S compliance, cleaning standards, cost control, grounds maintenance and above all staff morale. Incentive’s innovative, integrated and highly transparent management and service delivery model consistently deliver results, both in cost savings and operations. The results and services provided at Crystal Peaks have enhanced the important relationship Incentive FM have with Workman. Our retail team throughout the UK continue to refine and develop site tailored systems and processes which offer continuous improvement and an outstanding customer experience.

Client Comment

“We were looking for a truly integrated solution at Crystal Peaks and we felt that Incentive FM were one of very few companies in the market who could deliver it.” “Since Incentive took over there have been significant improvements in all areas of the operation allowing my team more time to concentrate on tenant satisfaction, CSR initiatives and increasing the value of the center for the landlord.” Lee Greenwood, Centre Manager at Crystal Peaks.

Lee Greenwood, Centre Manager at Crystal Peaks.

Covent Garden

Covent Garden

Covent Garden London has awarded leading independent facilities management business, Incentive FM, a five year multi million pound contract to provide an extensive facilities management solution for its Covent Garden Estate. This is the largest contract that Incentive FM has won since it started trading in 2002.

Covent Garden is one of London’s most vibrant districts, attracting over 43 million visitors each year to enjoy its diverse mix of retail, dining, markets and street entertainment.

Our ability to provide a seamless accounting function that interfaces directly with the client’s systems provides a strong foundation for this operation.

Jeremy Waud, Managing Director of Incentive FM Group Limited

Incentive FM will transfer the existing site facilities team and the current FM suppliers across to its organisation. These conventional FM services include cleaning, maintenance and security operations. The remit is to improve standards and deliver more effective services across the Estate which is home to approximately 300 tenants.

Incentive FM will be providing a full PPM and reactive maintenance operation for the Estate from its web hosted help desk system (FACTS). FACTS will also provide senior personnel access to information about asset planning, management and service assessments. The system will become a central hub for all enquiries and data logging which will be readily available for analysis.

Furthermore, to improve the supervision and maintenance of the local environment, Covent Garden London launched the Enhanced Visitor Experience (EVE), in partnership with Westminster City Council, in August this year. EVE, alongside Incentive FM will ensure Covent Garden remains a pleasurable, safe and relaxed destination to spend time in.

Commenting, Andrew Hicks, Property Director for Covent Garden London, said, “Covent Garden is a unique and complex estate and we believe Incentive FM, as a dedicated FM operator, have the skills and systems necessary to deliver the high levels of service we require.”

Jeremy Waud, Managing Director at Incentive FM, said: “Our ability to provide a seamless accounting function that interfaces directly with the client’s systems provides a strong foundation for this operation. We will be assisting the client team by producing service charge accounts for the 22 tenanted properties within the wider Covent Garden Estate in addition to the main Piazza buildings and we see this as key to the success of this complex operation. Covent Garden Londons’ on site staff will deal with the traditional surveying, property and landlord and tenant issues alongside rent and service charge collection.

“We will be working hard to deliver savings and service improvements throughout the period of the contract to ensure that Covent Garden continues to thrive as one of London’s most popular destinations.”

About Covent Garden London

Covent Garden is owned by Capital & Counties, Liberty International’s non-shopping centre and international business, with £1.7billion of investment properties. With over 45 million visitors to the Piazza each year, Covent Garden is committed to improving the retail and leisure environment in the West End. Through a curated tenant mix of independent, luxury, bespoke and concept stores Covent Garden continues to offer a vibrant, unique shopping experience. As a pedestrainized space, the Piazza already offers a safe, traffic free environment in London, allowing visitors to shop, dine and relax in comfort.

EVE (Enhanced Visitor Experience) is a privately funded organisation that aims to improve customer experience in the West End. Subsidized by Covent Garden London and Westminster City Council, EVE supports the Police and local West End stakeholders in the enforcement of the law, bye-laws, licensing issues and local codes of practice.

Pall Corporation

Pall Corporation

Pall Corporation is the largest and most diverse filtration, separations and purifications company in the world. Its technical expertise, product portfolio and global reach are unmatched.

  • In-house machine tool maintenance team
  • Manufacturing plant
  • £6 million machine tool asset value

Since Incentive have started working with us it has freed up on average 10 hours a week of my time.

Jon Lex, Plant Manager

The contract covers all machine tool maintenance at its manufacturing plant in Portsmouth and is believed to be the first of its kind in the facilities management sector. This is the first time that Pall has decided to outsource any of its non-core activities, with the exception of canteen cleaning. The decision to award its machine tool maintenance to Incentive FM is designed to save money, increase production efficiency and reduce expensive downtime.

Project Brief

  • Establish structured maintenance solution
  • Increase productivity
  • Reduce machine down time
  • Improve and maintain service levels
  • Improve subcontractor management
  • Reduce accounts and administration burden
  • Analyse existing procurement arrangements
  • TUPE Transfer existing staff
  • Meet cost reduction objectives


The Incentive team applied its expertise in staff, contract, financial and purchasing management. By combining these skills with the 60 years cumulative specialist machinery knowledge that exists within the maintenance team we have been able to come up with a solution that supports Pall’s objectives of achieving cost savings and increasing efficiency.

Customer Quote

“We had been looking to outsource our maintenance for some time and had been talking to a number of the big engineering specialists. We liked Incentive FM’s unique profit share approach. Since they have started working with us it has freed up on average 10 hours a week of my time alone so I can concentrate on my core responsibility – production. They handled the transfer of staff seamlessly and the maintenance team is now even more committed.” Jon Lex, Plant Manager



Colgate-Palmolive is a world-leading organisation with internationally renowned brands such as Colgate Oral Care and Palmolive Body Care.

  • Corporate Head Office Premises
  • In-house FM team
  • Innovative business

The team at Colgate-Palmolive was looking at new ways to manage effectively the FM provision at their Head Office premises. Incentive FM offered a solution which presented a number of key differentiators.

Incentive FM has managed a smooth transition of facilities management and services. The extra support and expertise is invaluable.

Denise Cross, Resourcing and Development Manager

There was already a high-calibre team on site. Incentive FM offered focussed management support and resources to add to the skill base and improve service levels and productivity as well as an additional focus on cost reduction.

Project Brief

  • Establish structured outsourced FM solution
  • Improve and maintain service levels
  • Improve subcontractor management
  • Reduce accounts and administration burden
  • Analyse existing procurement arrangements
  • TUPE Transfer existing staff
  • Meet cost reduction objectives


After managing the TUPE transfer process, the Incentive FM team worked with Colgate-Palmolive to agree Service Levels and Key Performance Indicators.

Incentive FM has assessed all current supplier agreements and is looking at ways to improve value and efficiency of services across the board. Incentive FM has regular meetings with Colgate-Palmolive to ensure that services are on track and that all parties are working together towards a common goal. The overall aim is to improve services across the board. Colgate-Palmolive is an international brand and as such its premises should reflect this. Incentive FM and the Colgate-Palmolive team are endeavouring to ensure this is realised.

Customer Quote

“Incentive FM has managed a smooth transition of facilities management and services. The extra support and expertise is invaluable.” Denise Cross, Resourcing and Development Manager