Category Archives: Incentive FM

The Evolution of Commercial Security

The Evolution of Commercial Security

Martin Reed, Chief Executive at Incentive FM Group, explores how priorities and methods when delivering effective commercial security have changed over recent years.

The challenge of delivering commercial security has seen significant changes, with many providers now struggling to play catch up. Priorities around securing members of the public, staff, high profile buildings and large open spaces have irreversibly shifted with an increased threat of terrorism and violence. Coupled with the constantly evolving environmental challenges, a tough economic backdrop is also forcing security providers to work within testing budgets. Big security decisions are being made in unchartered territories and a holistic approach is now imperative for a successful and safe operation.

How has the environment changed?

Historically, security solutions were driven by a main objective to stop theft and prevent damage to products and assets. Of course, for retail and public spaces, issues such as theft have not gone away, with organised retail crime (groups of criminals stealing merchandise, data or cash from retailers) accounting for £562m in commercial losses last year. However, the last decade has seen security strategies also having to incorporate and prioritise the wider safety and security of people and assets. The Institute of Economics and Peace has estimated that the direct cost of terrorism to the global economy in 2014 was $52.9 billion – a ten-fold increase since 2000 – with the indirect costs at $105 billion.

“The balance between providing a holistic security service and remaining operationally effective has never been tighter. This is where recruiting smartly and investing wisely help to steady the ship.”

Currently, the national level of terrorist threat is deemed ‘substantial’ by MI5, which has resulted in facilities management companies playing a vital role in planning and preparing for potential incidents. As a specialist facilities management provider, companies like Incentive FM Group are also tasked with preparing for a change in the threat level from ‘substantial’ to ‘critical’. As this threat of terrorism fluctuates, the stages of preparing and implementing security protocol in public spaces have to be agile enough to predict risk and adapt, with the sufficient technological capabilities to counteract any threat.

As security services face up to these new challenges, leadership teams are simultaneously having to decipher appropriate reductions to stay afloat. The balance between providing a holistic security service and remaining operationally effective has never been tighter. This is where recruiting smartly and investing wisely help to steady the ship.

Building the right team

The relevant skillset for security professionals, like in any industry, changes with the landscape. New threats require new solutions and the private market has to respond accordingly. As the threat of terrorism and violence increases, it is vital for specialists to recruit professionals who have a focus on vigilance and negotiation skills over the historical security characteristics of physical ability alone. Technological insight, attention to changing details, identifying threats, decision making, mitigating risk, and the ability to continually review security measures are just some of the skills needed in the modern security environment. As is using the wider service team such as cleaning staff which, as an integrated service provider comes naturally to us, but can be a different way of working for single service security providers.

Finding the right balance between sustaining a no-nonsense presence that reduces threat, whilst also ensuring the customer experience is welcoming and positive, is a modern pressure. One of the key assets to holistic security methodology is the recruitment and appointment of an eclectic range of skilled people with different backgrounds. To tackle a diverse problem that is ever-changing, a diverse team is needed; both customer-facing and office-based.

Being part of wider industry bodies, such as the SIA Pacesetter group, can also help to share best practice and improve practices and methodologies for our current environment.

Mitigating the risk of rising knife-crime

There is no doubt that the risk to retail staff from knife attacks is on the rise. The recent ACS 2019 crime report revealed that a knife was used in 68% of violent shop incidents involving a weapon; up from 64% in 2018 and 32% in 2017. As knives also increasingly become a weapon of choice for terrorists, a security plan has to incorporate the different scenarios where a blade or sharp object can pose a threat to staff and/or customers. There is no one size fits all approach to a problem like knife-crime. Smart investment in both personnel and technology is what determines how successful security solutions are in the face of a rising knife-crime problem.

A proactive approach to the identification and management of risk now has to be the default security position over simply providing a reactive ‘body of service’. The relationship between the security provider and the client is more important than ever. Our approach is to position the relationship as a partnership from day one. This is the only way to fully address the unique risks to a business and provide comprehensive, bespoke and reliable security solutions in a tough and rapidly evolving environment.

 

Interview taken from: https://www.ifsecglobal.com/guarding/the-evolution-of-commercial-security/
Crystal Peaks Shopping Centre

Crystal Peaks Shopping Centre

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.

In our 10 year relationship with IFM Crystal Peaks has become a multi award winning shopping centre, which reflects the dedication and focus shown for continuous improvement from all levels of the Incentive team. Although enjoying a very high staff retention level with many team members celebrating long term service anniversaries, any recruitment that is undertaken is targeted to enrich the team. The team have benefited from the extensive training provided by IFM and most recently three apprentices have successfully joined the team through this pathway offering exciting opportunities to local young people.

Beyond the standard KPI’s and SLA’s, the IFM team have spent the 10 years developing close links with the local community. The team have been involved with school landscaping projects, house painting initiatives, city farm assistance, and even building the odd dry stone wall. Thousands of pounds have been raised for local good causes through charity events, in 2016 Crystal Peaks led the way in a Sheffield wide “Herd of Elephants” event.

Environmental and biodiversity initiatives are a passion that has itself grown over the 10 years, this has helped nurture over 500 trees, develop areas of beautifully landscaped gardens and wildflower areas alike. The installation of the “stumpery” and management of a local waterway help attract more than just customers to the shopping centre with an abundance of wild flora and fauna including the rare bee orchid that calls Crystal Peaks its home.

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.

Incentive FM retains shopping centre for another 3 years.

Incentive FM retains shopping centre for another 3 years.

Friars Square Shopping Centre in Aylesbury has extended its contract with leading independent facilities management company, Incentive FM for another three years. The new contract awarded by Montagu Evans, enables Incentive FM to continue to provide full TFM service model at the centre. The decision to extend the relationship with Incentive FM follows a successful 36 month period.

Friars Square is a shopping centre located in the town centre of Aylesbury. The landlord is Patrizia, and managed by Montagu Evans.

The shopping centre is a mixed-use development, including over 50 shops and restaurants, offices, 400-space multi-storey car park and bus station.

 “Business continuity is a very important part of managing a shopping centre. The continuing partnership with Incentive FM has enabled the successful renewal of the contract for a new term a very easy decision”

 

Andy Margieson, Centre Manager.

“Our one team approach and continual drive to identify innovative new ways of working, has enabled our partnership with Friars Square to continue.”

Claire Rumsey, Operations Director at Incentive FM.

Incentive FM has achieved SIA “Pacesetter” status

Incentive FM has achieved SIA “Pacesetter” status

Incentive FM has achieved “Pacesetter” status under the UK Security Industry Authority (SIA) Approved Contractor Scheme (ACS), after being benchmarked in the top 15 per cent of 830 accredited security guarding companies.

The ACS Pacesetters scheme was introduced to simplify the tender process for end-users by emphasising the importance of benchmarked scores in an annual assessment of security providers.

Commenting on the announcement, Glenn Wilson, Incentive FM operations director, said:

“We have worked hard to deliver the results needed to become part of this elite club.

A fantastic 11 per cent year-on-year audit score increase exceeded the target we set ourselves and this recognition is extremely important to us in a vital part of the FM sector. It will give both existing and potential customers a clear sign of the excellent service we provide and reassure our staff that we are a good and caring employer.”

A Successful year for Incentive FM at the SCEPTRE Awards

A Successful year for Incentive FM at the SCEPTRE Awards

It was a hugely successful year for Incentive FM at the SCEPTRE Awards, a great night was had by all and the victories at Crystal Peaks directly contributed to the overall win by Workman as the main Sceptre award winner for the night.

 

Security Team of the year Winner Friars Shopping Centre
Security Runner up Bluewater
Security Runner up Crystal Peaks
Customer Service team of the year Runner Up Crystal Peaks
Ops Manager of the Year Winner Steve Salisbury.  Crystal Peaks
Short term retailer of the year Winner Shepherd Neame, Bluewater
Customer Service team of the year Winner Bluewater
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.”

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.”

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