Category Archives: Incentive FM

Incentive FM appoints new Finance Director

Incentive FM appoints new Finance Director

Incentive FM Group, the UK’s leading independent facilities management company, has appointed Alan Terhoven as Group Finance Director to further support the company’s future development plans following its significant growth over recent years.

Alan will be focusing on ensuring the company continues to implement processes that add value to staff and clients and supports the business as it continues to grow. He will be taking over the new full-time role from Paul Wickman who has worked as a part-time Group Finance Director for the company for many years and will remain on the board as a Non-Executive Director.

Alan has extensive experience in the finance industry and in that time, has led several projects at a number of high profile companies. This includes a number of years at Nampak Plastics Europe, as UK Finance, ICT & Procurement Director where he led many processes of change including the acquisition of a competitor, commercial contract extensions and the implementation a finance business partner structure.

Commenting on his new role, Alan said:

“I have been impressed by Incentive FM’s focus on people and their continuing ambition to grow and expand. This is an exciting time to join the organisation and I’m sure this new role will both challenge me and help me to develop within this industry while I support the business objectives.”

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

“As the business has grown significantly over the last few years, both in scale and complexity, we needed an experienced full-time Group Finance Director to support the group in our ongoing development. Alan has the right skills and experience to ensure we can achieve our ambitions and continue on our exciting path.”

Incentive FM Wins St Nicholas Contract

Incentive FM Wins St Nicholas Contract

Incentive FM, has been awarded a contract to provide a range of services at St Nicholas Shopping Centre in Sutton.

The two year agreement is the latest addition to the Montagu Evans’s growing retail portfolio.

St Nicholas Centre is a contemporary shopping centre in the middle of Sutton in Surrey and boasts a large range of high street shops and cafes across three floors plus a cinema.

Under the terms of the contract, Incentive FM will provide cleaning, security and reception services at the 400,000 square-foot centre. Around 27 employees have transferred under TUPE and will undergo additional training.

Incentive FM has worked with Montagu Evans for over 4 years and currently provides a TFM solution at Friars Square shopping centre in Aylesbury.

Source: FM-World

October 2017 Incentive FM Group Client drinks

October 2017 Incentive FM Group Client drinks

The October 2017 Incentive FM Group Client drinks party was held for the second year running at the City of London Club in Old Broad Street. Our lively gathering of friends, clients and staff amounted to more than seventy people who were treated to a fine array of food and wines with an Italian twist.

For further entertainment and cultural enlightenment, we were treated to the musical accompaniment of a string quartet and for the art lovers, Frank Gambini produced two portraits during the evening in charcoal whilst his model sat patiently awaiting a view of his completed work.

The two pictures were auctioned at the end of the evening with all £ 1,600 raised going to our current charity, Scotty’s Little Soldiers. Many thanks to the winning bidders, Chris Denness of Capco and Howard Morris of Crossways developments.

The evening was a great success and an opportunity for friends old and new to mix and mingle.


Incentive FM renews deal with Somerset House Trust

Incentive FM renews deal with Somerset House Trust

Incentive FM has been awarded a contract extension at Somerset House on the Strand, London.


It follows a successful three-year period during which Incentive FM has worked closely with The Somerset House Trust, which was established in July 1997 to conserve and develop Somerset House and the open spaces around it for the public. 

Under the terms of the extension, Incentive FM will provide cleaning and maintenance services to support the trust and its tenants, as well the many and varied events that take place on site. 

These include cinema nights, gigs, exhibitions and the world-famous courtyard ice rink running through the winter months.


Bruce McDonnell, managing director at Incentive FM, said:


“The contract formed a part of the portfolio of iconic destination properties that the Incentive FM Group provides service and support to, including The Covent Garden Estate, The Royal Shakespeare Theatre and Liverpool Football Club”.


Source: FM-World

Charity Ball raises £13,000 for Children’s Charities

Charity Ball raises £13,000 for Children’s Charities

The Northern Charity Ball, hosted by Incentive FM Group, was held this week in Sheffield and was a resounding success, raising over £13,000 for this year’s chosen charities, Scotty’s Little Soldiers and Cash for Kids.

Over 200 guests from the facilities management sector and wider business community donned their finest attire and put on their dancing shoes at the event, which was held at the Hilton Doubletree Hotel in Sheffield Park. The ball, now in its third consecutive year, was hosted by Incentive FM and included a blind and silent charity auction and a three-course dinner.

Scotty’s Little Soldiers is dedicated to supporting bereaved children who have lost a parent whilst serving in the British Armed Forces and Cash for Kids works to provide underprivileged and sick children in local communities with a brighter future.

Glenn Wilson, Operations Director at Incentive FM Group, said:

“This is the third year that we have hosted the Northern Ball and we are thrilled with how successful it was. The two chosen charities are close to everyone at Incentive’s hearts, so it’s great that the event managed to raise even more than last year.”

For more pictures and info on the event please visit our Incentive charity ball website 

The Nottingham wins a top environmental award

The Nottingham wins a top environmental award

A special award for achieving zero waste to landfill has been presented to the Nottingham Building Society (The Nottingham) for its environmental work in 2016.

The Zero Waste to Landfill Award is part of the Greener Path Awards. It is presented by environmental waste management company, ACM Environmental PLC.

The awards were created to celebrate the great work businesses across the UK are doing in reducing the impact they have on the environment.

By working closely with ACM Environmental, The Nottingham has been able to minimise waste, increase recycling and ensure none of its waste goes to landfill.

Debbie Hattersley, Facilities Manager at The Nottingham, said:

We are very proud to receive this award. It acknowledges all the hard work that we have put in throughout our 60-strong branch network and at our head office. We have worked closely with AMC to increase our environmental awareness and prove that we truly care about the affect we are having on our environment. Gaining this award is proof that our efforts are having a positive effect.

Andy Jacobs, Chief Executive of ACM Environmental, said:

We are delighted that The Nottingham is a recipient of the Zero Waste to Landfill Award. We have worked in partnership with them to help implement an environmentally-sound waste management strategy and see them achieve such impressive landfill diversion results is extremely gratifying.


For further information please contact: Jane Jenkins 

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.

Interview with Bruce McDonnell – MD of Incentive FM

Interview with Bruce McDonnell – MD of Incentive FM

Hamish Lowe from Michael Page, spoke to Bruce McDonnell Managing Director of Incentive FM, about its continued growth, his background, how he sees the sector developing and the importance of home-grown talent within the business.

Tell us about your current role within Incentive FM

It is all about ensuring that the business that I am responsible for delivers the vision, strategy and results. As we are part of the Incentive FM group, I report into the group MD and ultimately to the group Board. For me, the key to being a success in my role is all about recruiting, developing and retaining great people.

How did your career start and then evolve into working within the facilities sector?

I didn’t take a direct route into FM. I started work in the transport and logistics sector with TNT and held a variety of operational and business development roles. I think this gave me a great grounding for where I am today.

During the last three years of working at TNT I moved into one of their specialist outsourced businesses where I ultimately became responsible for the mailroom and reprographics business. This gave me a real taste for facilities management and I had the opportunity to work with clients such as GSK, Vodafone, and RSA which opened my eyes up to a whole new experience.
My ex-colleague Martin Reed (now Incentive FM group MD) discussed an opportunity to join the group. The prospect of working for an independent and entrepreneurial organisation within the FM sector really appealed, so I took up the role of Associate Director. Principally, my role was looking after the operational and regional management team. At the time we were turning over around £12m.
In 2012 I was promoted to the role of Operations Director where I held full operational responsibility and became a board member. In 2014 I was promoted to MD.

What do you believe are the key drivers to growth since taking over as MD?

We are in a fairly unique space in our market. We are still independent and all of the shareholders work within the business which I think means a lot. When we win business it tends to be supported by senior level involvement and the team demonstrates real pride and passion about what they do. We have always punched above our weight but in the last year we seem to have moved into a new division and we are now at the size and scale where we are considered for some really significant opportunities.

Our group’s is forecast to have a turnover in excess of £100m in the next 12 months and my part of the business will contribute around £50m this year. Key to our success is making sure that we go for the right sort of opportunities where we know that we can add value, bring our own personality and work in partnership with our clients.  We are extremely proud of our client base which includes some really prestigious contracts such as Covent Garden, Somerset House, Bluewater and Equiniti.

How do you differentiate Incentive from some of the larger FM service providers?

Our independence, our ability to make nimble decisions and the commitment from board level to all of our contracts which is all underpinned by our pride, passion and our integrity. It’s a cliché but our people are our only product. We invest in them, support them and develop them and probably most importantly, we care about them. We often see this as a big miss by some of our competitors.

We also pride ourselves in complete transparency and real open book reporting. A lot of our competitors say they do this but in reality very few can really deliver this. Our client partnerships are built on honesty and our aim is to become trusted advisors.

What do you think are the main challenges as an MD in the current FM market?

There is always someone out there who will do the job cheaper. The biggest challenge is ensuring we stay close to our staff and our clients and always look to improve. If we can do that then it makes a cheap offer a difficult one. The other real challenge is maintaining our personality and beliefs as an organisation while we grow. We have to work hard at this and as I said earlier, the trick is having a great team who all believe in this.

What advice would you give to those who aspire to being a director or MD in the FM market?

It’s tough but not as scary as you might think; FM is a great place to be in a market that continues to grow. The most important piece of advice I could give anyone is to find an organisation that you can grow with, where you have the same beliefs and one where you feel valued. I’m not a serial job hopper and it is important for me to feel like I can continue to make a difference, and most importantly continue to develop personally.

What challenges do you face when developing talent?

Finding people is easy and to a degree so is finding talent. The challenge is finding talent that culturally fits.  If you do then the development is actually easier that you might think. Listen to individuals and what they want, support them and most importantly, develop a real tea culture as that way the whole team can develop together.

What are your plans for the business over the next 12 months?

As a group we are in the process of making two acquisitions to complement our range of services and build on our national service provision. Our vision is to have clients that love working with us and staff who love working for us. We will continue to focus on achieving that and developing our business with the right sort of clients at a sustainable rate.

What would you like your legacy to be when you finish within FM?

I would like to have made a positive difference to as many people as possible along the way.

AGFA – Extends Contract with Incentive FM

AGFA – Extends Contract with Incentive FM

Agfa Graphics, a leading supplier of digital printing solutions for sign, display, and industrial printing, has renewed its contract with Incentive FM for a further 2 years.

The decision reflects the strong partnership between the two businesses that has been built during the initial two contract terms starting back in 2010, and has resulted in strong levels of cost control and an improvement in service levels.

Under the terms of the new contract which is worth over £1.3 2 million, Incentive FM will be responsible for all cleaning, security, building and grounds maintenance, waste management and fluid management at Agfa’s site in Leeds. The scope also includes all goods in, warehousing, and catering – which were new services provided by Incentive FM under the previous contract extension.

Glenn Wilson, Regional Director at Incentive FM, said: “We work closely with our clients and offer them a flexible solution which recognizes that as their business changes, their FM requirements may change as well. This joint partnership approach means that both sides can benefit from a long and successful transparent relationship.” Andrew Lodge, Plant Maintenance & Engineering Manager at Agfa, commented: “Swapping from one FM supplier to another is often seen as a bit of a chore for the client.

When Incentive FM first submitted their bid for the contract the Agfa team were impressed with the enthusiasm and vision of their people and the price of the contract on offer. The transition was made very easy due to Incentive’s dedicated team, from there on we have built a strong partnership that has improved the service on offer and has enabled continuous cost savings to be made. “One other pleasing thing about Incentive FM that we have not previously experienced from an FM company, is that they genuinely value and treat their employees well. As a result of our positive experiences we have agreed to extend our contract with Incentive FM for a further term.”

Incentive FM is an independently owned facilities management company that regularly helps clients save 20% from their Facilities and maintenance costs. Its unique ‘profit share’ proposition, which is based on achieved cost savings, guarantees customers a risk free solution and an ability to maximise savings opportunities. It prides itself in its strong relationships with customers which include: Bluewater Shopping Centre, Equiniti, The Nottingham Building Society, Pall Europe Ltd, Broadgate Estates, Capital & Counties, Somerset House, Jones Lang Lasalle, and Empiric Student Property

Daytime Cleaning

Daytime Cleaning

Can you name and describe the most important innovation in a product or service that helps FMs in their jobs with respect to hygiene/cleaning?

One of the most important developments in the industry is the increase and acceptance of daytime cleaning. Whilst not necessarily innovative in itself it has, without doubt, had a major impact in improving standards of hygiene and in making life easier for FMs.

Daytime cleaning has traditionally been used at locations that are open 24/7 and have high foot-falls like hospitals and airports, however it is now being more commonly used in the office sector. At Incentive QAS we believe that switching to daytime cleaning makes good commercial and responsible business sense.

Our experience shows that overall office cleanliness and hygiene is kept to a consistently high level throughout the day and that unexpected spillages and emergencies can be dealt with instantly. This not only demonstrates that FMs are delivering on service levels real time but are also able to prevent permanent damage to carpets and fabrics where the accidents occur.

Furthermore from a corporate social responsibility perspective, cleaning staff benefit health-wise from daytime working as they feel that they are part of the office team and are not isolated by out of hours working. Having healthy and engaged cleaning staff is imperative for successful FM delivery.

From a commercial perspective, this approach also means that expensive premiums for out of office hours cleaning shifts are kept to an absolute minimum. In addition, buildings can be closed earlier and open later so that power and security cost efficiencies are also achieved.

Apart from the cost and CSR benefits, a final key aspect of daytime cleaning, is that cleaning is more closely aligned to clients’ needs. Areas are cleaned as needed not just when scheduled and this leads to an overall increase in general cleaning standards and that has to be good news for clients and the FMs responsible for good service delivery.

Innovation in cleaning equipment has also helped to enable us to successfully deliver daytime cleaning in offices by making the whole proposition more palatable to office workers. For example, microfibre cleaning cloths enable staff to clean surfaces faster and more safely as far less environmentally unfriendly chemical cleaning products are needed. In addition, the new generation cordless vacuum cleaners, with low-noise technology, not only make cleaning quieter and less intrusive but safer (as there are no wires to trip over) and more efficient (as they are light-weight and portable). But the real game changer in my view has to be the return to daytime cleaning.

Synopsis for Shopping Centre Magazine

Synopsis for Shopping Centre Magazine

St Stephen’s Shopping Centre, Hull, is a 560,000sqft retail complex with an annual footfall of nearly 12 million. Incentive FM (IFM) sub-contracts its 48-strong Facilities Management team to St Stephen’s and has worked with the Centre for several years. IFM’s contract was successfully renewed for a further two years in April 2015.

Through an efficient and effective partnership St Stephen’s is now widely regarded as one of the most environmentally friendly businesses in the region. Through the implementation of various strategies the Centre has:

  • reduced water usage by 75%
  • reduced energy consumption by 35%
  • diverted over 2,408 tonnes of waste from landfill
  • saved over £186,700 on energy, water and waste costs

More recent results and improvements include:

  • 39% reduction in general waste figures since August 2014
  • 8% increase in food recycling in the past nine months
  • 100% recycling on-site due to effective segregation stations

IFM and St Stephen’s have also implemented several leading-edge sustainable solutions ahead of any other Centre in the region. These include:

  • installing a food treatment process in situ which is processing c.46 tonnes of food waste and returning over 20,000 litres of water.
  • using anaerobic recycling via ReFood, Doncaster. This enables the Centre to divert around 6.3 tonnes of waste food per month, producing 1674 Kw hours and saving 2.85 tonnes of CO2.

Waste Management Performance

St Stephen’s is one of the first shopping centres in its geographic locality to introduce a food treatment process in situ – and one of the first in the UK. The equipment is enabling the Centre to separate c.46 tonnes of food waste per year at source, returning over 20,000 litres of water and improving on-site recycling figures by more than 10%.

The new technology also means the team can work ahead of the legislative changes. The system is a future-proof waste management solution that is enabling the Centre to achieve its waste management goals whilst considering the current market drivers of Cost, Food Legislation and Environmental Impact.

Other benefits include:

  • Significantly reducing food waste land miles, meaning less haulage on the road
  • Savings of around £2,500 per year
  • Significantly reducing CO2
  • Further improving St Stephen’s on-site recycling figures by more than 10%

 Anaerobic Recycling

Incentive FM via St Stephen’s has also introduced specialist waste recycling services that use the latest renewable energy systems. The Centre works with ReFood in Doncaster and provides tenants with 240 litre wheeled bins in which to dispose of their contaminated food waste. ReFood collect and transport the waste to its state of the art Anaerobic Digestion plant. This is then converted into electricity that powers 5,000 local homes. The Centre now diverts around 6.3 tonnes of waste food per month producing 1674 Kw hours and saving 2.85 tons of CO2.

Effluent discharges and raw materials

 Incentive FM and St Stephen’s are working hard to create some of the most energy-efficient toilets in the area. Recent improvements include installing dual flushing toilets that save a further 500,000 litres of water per year and adjustable operation on taps set at three seconds instead of original 18 seconds.

Culture – A Key Commercial Differentiator

Culture – A Key Commercial Differentiator

As Incentive FM is one of a very few medium sized businesses in the sector able to offer a fully self-delivered multi-service solution we often find ourselves tendering against the big players.  What we lack in scale we need to make up in other areas and the culture of our business is playing an increasingly important role.

For the past couple of years Incentive we have been working hard to:

embody a culture of ‘trusted advisor’ where our teams are encouraged to  really understand the operations, get close to our clients and develop creative thought through solutions. Underpinning this is a unique training and development programme, created in conjunction with our training partners, Positive Change. This bespoke training is designed to help promote the culture of the business, whilst also give people the additional skills and knowledge to enable them to unlock their full potential.

There is no doubt that we have reaped the benefits of prioritising the training and development of our workforce. Staff that believe their company offers excellent training opportunities are generally less likely to leave their jobs than employees that feel their training opportunities are somewhat limited. As a result we have witnessed year-on-year growth in staff retention, whilst our ability to attract the very best recruits continues to grow.

We are quite simply playing to our strengths. We aren’t large enough to carry the overhead of a large HR and training department but nor do we have the kind of bureaucracy which means that everything has to be prescriptive.

Our business culture is ‘freedom within a framework’ meaning that as long as the legal, financial and client stakeholder requirements are met then it is down to the individual teams how they achieve this. We find this helps people to develop faster and better and enables us to promote from within and reward loyalty and hard work.

In the service sector people are the foundation of any business and can be a company’s greatest asset. At Incentive FM we put our trust into our team and empower them to deliver innovative, progressive solutions to maximise value for customers. This culture is invaluable for the business as we face the ongoing challenge of differentiating ourselves in the marketplace and staying one step ahead.

By Martin Reed, Managing Director at Incentive FM Group

Incentive moves on window of opportunity

Incentive moves on window of opportunity

Incentive FM Group has acquired Specialist Window Cleaning Ltd in a move designed to enable the business to self-deliver additional services to its expanding portfolio of customers.

The new services taken on-board include low level, rope access, cradle and high level window cleaning using a combination of traditional and water-fed pole methods.

This acquisition demonstrates our strategy of self-delivering a full range of services to our customers to deliver high standards and improved efficiencies.


Martin Reed, Managing Director of Incentive FM Group

Specialist Window Cleaning was formed in 2010 by Gareth Thomas, who will join the Incentive Group along with his operations management team and a team of both mobile and site-based window cleaners. The company, which has tripled its turnover in the past three years, will continue to operate under the SWC brand delivering services for both Incentive FM and Incentive QAS in addition to providing services for its expanding standalone client base.


Commenting on the acquisition, Martin Reed, Managing Director at Incentive FM Group (left with Chris Thomas, Jamie Wright, Martin Athey, Jeremy Waud and Gareth Thomas), said: “We have been working closely with SWC for the past 12 months with mutual clients and have been extremely impressed by Gareth and his team. This acquisition demonstrates our strategy of self-delivering a full range of services to our customers to deliver high standards and improved efficiencies. It will add strength and competitive edge to Incentive QAS and Incentive FM, whilst providing SWC with additional back office, sales and management support.”

Thomas added: “I set up SWC five years ago as I felt that I could offer clients something special in terms of innovation, quality and customer service. Since then I have been approached a number of times to sell the business but it wasn’t until I started working closely with Incentive FM Group that I knew I had found a business that shared both my vision and values. I am very excited about the opportunities that being part of this highly respected and successful business will bring.”

Surrey Rugby Finals Day

Surrey Rugby Finals Day

It was a pleasure to again be asked to attend the Surrey Rugby Club finals day and to help present the trophies alongside Surrey Chairman John Raywood. The finals were held for the second year running at the extensive facilities of Esher RFC. The first match of the day saw Reigate RFC take on Merton RFC in the Surrey Bowl. Merton proved to be the more tenacious of the two teams and even after two of their players were sin binned managed to come out convincing winners by 12 points to 3. They also had one of their highly vocal off the field officials Red carded – it clearly all goes on in South London!

The second match was a close and somewhat bad tempered affair in the Surrey Cup Shield between Battersea Ironsides and Camberley. Battersea arrived fresh from a victorious outing at Twickenham the day before where they won the RFU Junior Vase. Clearly this South London team have great strength in depth as a quite different team was fielded for this encounter with Camberley and they come out on top in this tussle with an eventual score line of 26 points to 20.

The highlight of the day was of course the Incentive FM Surrey Cup final between Guildford RFC and KCS Old Boys, which proved to be another close encounter with much pride at stake. Very much a game of two halves, KCS were 19-0 up at half time having crossed the line to score three times. The appreciative crowd were in for a roller coaster second half however, as Guilford clocked up the points including a converted penalty try at the death to draw 19-19. An unusual occurrence, as extra time was called for to settle this clash of the Surrey RFU giants – after 8 minutes of extra time Guildford Captain Jarred Adam converted a penalty from 45 metres to seal the win.

The Game Changer

The Game Changer

To say the award of the Bluewater contract to Incentive FM is a significant moment in the group’s history is an understatement. Many people will look at the size and scale of the contract, £12m+ per annum, as the thing that makes it significant but for me I look at the reasons why we were chosen by the Bluewater Land Securities team as being most significant.bluewater_shopping_centre
The feedback we had regarding our bid was that on paper our offer looked very similar to what others promised. Unfortunately it is difficult to get across passion and drive in a written document. However once we were able to meet the client team and present our offer in person our people, their professionalism and most of all their passion shone through. The Bluewater team were looking for a service partner who mirrored their passion for delivering an exceptional guest experience and our physical presentation, which was themed around ‘Hearts and Minds’, struck the right chord.

Our business is based on winning over and keeping the hearts and minds of our staff to ensure they deliver an outstanding customer experience in whatever building they operate. We do this though our ‘freedom within a framework’ management ethos that ensures our staff are trained, developed and trusted to be the best in the business. In turn by doing this they win over the hearts and minds of our clients and we retain contracts for long periods not just one contract term.

Our contract starts from October 1st and myself and the senior IFM team have been holding many group TUPE consultation days and 1-2-1 consultation meetings on site to ensure the process of ‘onboarding’ the Bluewater team is done by the most senior people in our business. We see this as a key to winning the hearts and minds of the team and ensuring we all know the short and long term goals.

We have had many ‘game changers’ through our history. Our first operating contract Nottingham Building Society in 2002, our first acquisition QAS in 2009, the award of Covent Garden also in 2009 and most recently our first legal sector contract Addleshaw Goddard this year. All of these have been significant to our business and its growth and Bluewater is another, which is going to break many of our internal records:

Highest Value – £12m+ per annum      

 Most site based staff – 270+ 

Largest singleproperty – 1.7m sqft

Largest site – 240 acres











However we will do at Bluewater what we have done elsewhere for many years – We will work with the client team and the site team who join us in October to ensure that what we have promised all of them is delivered!

Port Of Dover

Port Of Dover

Incentive FM provide a unique range of services at the Port of Dover’s dedicated cruise terminals, designed to help passengers have the best possible customer experience on their journey.  We are responsible for all arriving and departing passengers along with their baggage as well as mooring of vessels, porterage, baggage handling, security, car park management, reception desk, waste handling, replenishment of vessels, and customer service.

The Cruise Terminals handled over 200,000 passengers in 2014 and Dover continues to be the UK’s second busiest cruise port with a clear focus on delivering the best passenger service.

Emma Ward, Head of Operations at the Port of Dover said:

We wanted a partnership approach that reflected strong investment in staff on site and a clear focus on customer service training. Together with Incentive FM, we want to provide the highest standards and drive service delivery to ensure all cruise passengers receive a first class experience.”

Leading law firm instructs Incentive FM with a multi million pound contract

Leading law firm instructs Incentive FM with a multi million pound contract

Incentive FM, the leading independent facilities management company, has been awarded a two-year multi-million pound contact to provide cleaning and maintenance services to Addleshaw Goddard, the premium business law firm. This represents the organisation’s first major client win in the legal sector.

Under the terms of the agreement, Incentive FM will provide a wide range of facilities management services including office cleaning and maintenance services. This incorporates waste management, washroom services, window cleaning, pest control, and mechanical and electrical maintenance, project work and associated services. A team of dedicated employees will work across Addleshaw Goddard’s three UK-based offices, which includes Milton Gate, the landmark building within the City of London, as well as Leeds and Manchester.

“By securing this significant contract we have been able to add to the portfolio of prestigious buildings we service in the City of London, as well as building our reputation further across the UK.

Addleshaw Goddard chose to work alongside Incentive FM after being impressed by the company’s ability to continuously provide exceptional levels of service across an extensive portfolio of clients. The law firm places significant emphasis on customer experience and needed a supplier that could be help to create and maintain a premium image within the company’s offices and exclusive client areas. In addition, Addleshaw Goddard was pleased that Incentive FM could provide efficient maintenance services in a discreet and customer-focused manner.

Incentive FM will deploy a FM Manager at each individual site whilst a dedicated National Account Manager has been appointed to oversee the client relationship. Fifty members of staff have transferred to Incentive FM under TUPE and the company has already embarked on a tailored training programme for new recruits.

Ian Pigeon, Head of Client Services, Addleshaw Goddard, said: “Due to the nature of our business we have important clients visiting our offices each day and it is crucial for us to provide an outstanding customer experience. Therefore, we require a facilities management company that shares similar values and prides itself on working to the very highest standards at all times. In Incentive FM we have found that partner and we look forward to developing a successful partnership.”

Bruce McDonnell, Managing Director, Incentive FM, said: “By securing this significant contract we have been able to add to the portfolio of prestigious buildings we service in the City of London, as well as building our reputation further across the UK. This agreement provides us with the perfect opportunity to establish ourselves within the legal sector and we are delighted to be working alongside such an esteemed organisation as Addleshaw Goddard.”


Bluewater award Incentive FM prestigious shopping centre contract

Bluewater award Incentive FM prestigious shopping centre contract

Incentive FM Group, the UK’s leading independent facilities management company, has secured a three-year contract with Land Securities to provide the full range of FM services at Bluewater, Europe’s leading retail and leisure destination. The agreement, which can be extended for a further three years, represents the group’s biggest and most significant new business win to date.

Incentive FM Group exceeded the needs of our brief, rising to the challenge of evolving the Bluewater experience so it continues to set the very highest standards in the industry

Robert Goodman, Bluewater’s General Manager

Through a team of over 250 guest hosts on site, Incentive FM will provide a full range of technical disciplines including engineering maintenance, cleaning, security, grounds maintenance and environmental management. This one team has a single goal to meet the client aspiration of providing a surprising and memorable experience for Bluewater’s guests.

Commenting on the appointment of Incentive FM Group, Robert Goodman, Bluewater’s General Manager, said: “Facilities management plays a vital role in delivering Bluewater’s unique day-out experience, from the welcome received from Bluewater’s hosts to the range and quality of services provided. Incentive FM Group exceeded the needs of our brief, rising to the challenge of evolving the Bluewater experience so it continues to set the very highest standards in the industry. The team’s focus on how they can ensure guests enjoy their visit to Bluewater, having an experience they will share with others, makes them the ideal partner for Bluewater.”

Martin Reed, Managing Director, Incentive FM Group, added: “This contract win represents one of the proudest moments in Incentive FM Group’s 14 year history. Having been trusted advisors to Bluewater through our consultancy service for such a long period of time, we completely understand the infrastructure in place and what is required to provide a range of world-class services that deliver the perfect guest experience. We have an excellent understanding of Bluewater and we look forward to working alongside them in this extended capacity for many successful years to come.”

Incentive FM Group has a long affiliation with Bluewater, working closely with its owners and centre management teams since 1998, a year before Bluewater opened its doors to the public. During that time, Incentive FM Group provided key consultancy services during two previous tender rounds. Through significant investment and by making key acquisitions, the company now boasts the necessary resources and infrastructure to successfully deliver a range of industry-leading FM services at Bluewater. As a result, Incentive FM Group secured the contract after tendering for the first time earlier this year.

Incentive FM Group is the latest new addition to the Bluewater team, following the appointment of Time Retail Partners as joint retail letting agent earlier this month, alongside CBRE and catering specialists, Shelley Sandzer.


For further information:
Bluewater, please contact Nick Thornton or Amy Cassidy at Aver via or

Incentive FM Group, please contact Lizzie Woolley at Weston Partnership via

Notes to editors:
Land Securities is the UK’s largest listed commercial property company and a member of the FTSE 100. The company owns and manages more than 26.5 million sq ft of property, from shopping centres to offices, valued at £14 billion. The £6.3bn Retail Portfolio comprises shopping centres, outlets, retail parks and leisure schemes across the UK. The portfolio focuses on destinations that deliver dominance, experience and convenience in their catchment and includes Bluewater, Kent, Trinity Leeds, St David’s, Cardiff, and Gunwharf Quays, Portsmouth.

London Beach Rugby

London Beach Rugby

Once again Incentive FM entered a team into the London Beach Rugby tournament, held in the heart of the City in Finsbury Square. This new, central location ensured large crowds gathered throughout the day to watch the sporting action in the bright July sunshine. The tournament has now grown considerably since its inception two years ago, with 24 teams entered in 2015 across property, law and financial services.

Between games, spectators and players were treated to the dancing skills of the London Cheerleaders, who this year just so happened to be sponsored by Incentive FM.

Our team comprised both site based and head office personnel, who were pitted against a strong group including Jones Lang LaSalle, CBRE, EY and Knight Frank. Despite some great performances and close results (only losing by one try in two games), we were unable to progress through to the knock out rounds.

Thank you to all those who came down to support – despite the results, a great day was had by all. With a year’s more experience under our belts, hopefully 2016 will be our year…

FM Charity Ball

FM Charity Ball

The second annual FM Industry Charity ball took place on March 19th at Grand Connaught Rooms in Holborn. It was a sell-out, with just less than 400 leading players in the sector dancing till dawn and raising over £28k for The Royal Marsden. Funds were raised through a charity auction, heads and tails, silent auction and also £20 of each ticket going directly to the fundraising. We topped the first years fundraising by over £6k. The event was supported by a large number of companies including Mayflower, Acorn Maintenance, Darwin Clayton, OCS, Morphose, RICS and BIFM who all booked tables.

Entertainment was provided by Natalie Williams and the Soul Family band, who are usually found at Ronnie Scott’s in Soho. The 10 piece band was extremely impressive encouraging a large number of guests to carry on to an ‘after party’.

Amanda Heaton at The Royal Marsden, said: “This event has raised an incredible sum of money which will make an enormous difference to the lives of people who receive treatment through the hospital. The £28,000 raised has been directly put towards Prof. Johnston’s research team. Ismena Clout was treated by Prof. Johnston before she sadly passed last year, and it was lovely to see the Professor speaking at the event.”

The event was organised by a committee who represent a cross section of the industry: Jeremy Waud (Incentive FM Group); David Sharp (Workplace Law); Cathy Hayward (Magenta); and Nick Atherton (Morphose). It was promoted by City Sports Management Ltd.

Jeremy Waud, Managing Director at Incentive FM Group, explains: “The idea was to build on the success of the 2014 event and hold an industry‐wide fun, black tie evening in London without a direct affiliation to any other industry trade bodies or media organisations. There were no event sponsors – this was an event held by the industry, for the industry and its chosen charity. It was great to see the main players in the industry attending – combining the youngsters and senior members of the industry.”